[StylinRed]

so recently I've been trying to access a website i've shopped from in the past and I haven't been able to access it

I had thought perhaps their website was down but its been a couple weeks and I still can't access it (Home Swaine Adeney Brigg Luxury Leather Goods (http://swaineadeney.co.uk))

I had emailed them about this and they told me everything was fine on their end and their tech department ran a canadian proxy and they were able to access the site as well and suggested it was a problem with me

So I tried pinging the website and the ping request would just time out and when accessing the website through my phones data plan and a neighbours wifi and I could connect to the website with no problems

So I'm left assuming there's a problem with my router but I have no idea what

I don't have any other web access issues that i've noticed so i'm :fulloffuck:

ideas?

[Presto]

When you ping www.swaineadeney.co.uk, what's the ip address that's reported back? I can't ping them, but I can access their site. Have you tried with a different browser? Also, are you with Telus? Their DNS is slow to update.

[StylinRed]

I'm using Shaw and I get no results at all when i ping just "request time out"

when i tracert i only get shaws ip and when it comes to tracing access to that website it gives no results but time outs as well

i've tried Firefox, Opera, Chrome, IE they all hang when trying to access the website and thats it

but when I connect to someone elses wifi i have no problems connecting to the website
and when I use my WIND data I can connect as well

:/

[Sango]

I tested the site with tracert, I get time outs as well however I can access the site fine.

It could be the a issue with a server or servers downstream on one of the hops which can prevent you on going on the site if there is a failure. If it works on Shaw's end, then they would be able to confirm it's not on their end. Also because if Shaw can connect, the hops used to go there would be different than where you are connecting from, and the same with your neighbor's wi-fi or the phone data plan.

I had something similar before where a site would not work on Comcast, however it worked on Shaw. I confirmed the problem with Comcast tech support as they verified that they can reach the site on their end and sent them my tracert reports. They eventually traced it to a problem with a off shore server in Japan which was not letting data pass through which was preventing me to going to the site, as it used to work in the past.

Since it's not Comcast's server, they recommended me to contact the company of the site and let them be aware of it and that's what I did. They company replied and eventually I was able to regain access to the site using Comcast.

[StylinRed]

thanks guys guess i'll see what shaw says next

[InvisibleSoul]

I'm using Shaw and I get no results at all when i ping just "request time out"
But do you get an IP address?

Open up a command prompt.

Do the following two commands and paste the results here:

nslookup www.swaineadeney.co.uk
nslookup www.swaineadeney.co.uk 8.8.8.8

You haven't confirmed it's not a DNS problem yet.

If it's a DNS problem, then it's an easy fix... change the DNS server that's being used.

If it's not a DNS problem, then it is a routing problem between Shaw and the destination.

[StylinRed]

oh im sorry yes i do


Server: google-public-dns-a.google.com
Address: 8.8.8.8

Name: Home Swaine Adeney Brigg Luxury Leather Goods (http://www.swaineadeney.co.uk)
Address: 67.15.169.222



Server: my.router
Address: 192.168.1.1

Name: Home Swaine Adeney Brigg Luxury Leather Goods (http://www.swaineadeney.co.uk)
Address: 67.15.169.222

[InvisibleSoul]

Okay, yeah... in that case, most likely a routing issue somewhere between Shaw and the website host. Not too much you can do about it. It may very well even be out of Shaw's control.

[StylinRed]

Ah nuts that sucks, thanks for the info! at least I can connect to it through WIND i guess

[InvisibleSoul]

Odd. It can't be a problem for all of Shaw either, maybe only certain address blocks?

I tried with a Shaw connection and was able to access the site.

I have another theory... maybe for some reason their web host has your IP address blacklisted.

[Jeremy617]

can you paste the results of the traceroute?

does it die on the first hop?

[StylinRed]

Odd. It can't be a problem for all of Shaw either, maybe only certain address blocks?

I tried with a Shaw connection and was able to access the site.

I have another theory... maybe for some reason their web host has your IP address blacklisted.

blegh why would they oO its a retail website :/ and im a customer; the problem happened when their new website was released (about 2 weeks ago)

can you paste the results of the traceroute?

does it die on the first hop?

sure

Tracing route to swaineadeney.co.uk [67.15.169.222]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms my.router [192.168.1.1]
2 * * * Request timed out.
3 10 ms 15 ms 15 ms 64.59.148.229
4 27 ms 11 ms 24 ms rc2wh-tge0-9-0-0.vc.shawcable.net [66.163.69.105]
5 14 ms 30 ms 23 ms 66.163.68.149
6 57 ms 54 ms 67 ms rc1sj-pos1-0-0.cl.shawcable.net [66.163.77.86]
7 52 ms 53 ms 60 ms te1-7.bbr01.eq01.sjc01.networklayer.com [206.223.116.176]
8 45 ms 48 ms 44 ms ae7.bbr02.eq01.sjc02.networklayer.com [173.192.18.165]
9 66 ms 53 ms 51 ms ae0.bbr02.cs01.lax01.networklayer.com [173.192.18.151]
10 54 ms 52 ms 88 ms ae7.bbr01.cs01.lax01.networklayer.com [173.192.18.166]
11 83 ms 83 ms 108 ms ae19.bbr01.eq01.dal03.networklayer.com [173.192.18.140]
12 95 ms 91 ms 97 ms ae0.bbr01.sr02.hou02.networklayer.com [173.192.18.219]
13 94 ms 96 ms 92 ms po31.dsr01.hstntx2.networklayer.com [173.192.18.233]
14 103 ms 102 ms 91 ms po1.car03.hstntx2.networklayer.com [74.55.252.74]
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

[Jeremy617]

Sure looks like you're getting there. unless you want to do a wireshark capture the only thing i can think to do is bypass your router if its not a router/modem combo? Or you can try turning it off for 5 mins and hope you snag a different IP address when it comes back online.

[Sango]

Yes, can be tried without the router to verify. Also could try another pc or laptop and connect and see what happeneds.

If all else, it's most likely a server (in one of the hops it needs to go through) which I mentioned earlier along the way to reach the site has failed therefore unable to get there.

Along with what InvisibleSoul mentioned earlier. Most likely it would be out of Shaw's hands since it's not their server. The way to try to get them to address is to contact the company. I do think the preferred way would be to find out the contact of the affected server and to contact them to be aware of the issue to have them to diagnose it to resolve the problem.

[InvisibleSoul]

Very strange.

I tried with my Shaw connection and got basically the identical traceroute after the 3rd hop.

I have no idea why you're unable to load the site.

[Sango]

^
It's probably down stream. Even thou same provider, it's not necessarily the same location where the OP is hopping from therefore the hops would not be exactly identical. It would be the same reason why if Shaw tested on their side, it would will work fine.

[InvisibleSoul]

Actually, it could possibly be a Shaw problem.

I looked very closely, and my traceroute is 100% identical after hop #6, which is still on Shaw's network. Once it leaves Shaw's network on hop 7, there is absolutely no difference in the route.

[Sango]

Maybe if the OP is possibly affected by a virus, it would be doing false redirects and showing page not available.

Here is my results coming from Comcast. It'll be different but then I see almost a similar timeout, however can still go to the site. I'll test Shaw when I'm back in the area.


Tracing route to www.swaineadeney.co.uk [67.15.169.222]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ev1s-67-15-169-222.theplanet.com [67.15.169.222]

2 * * * Request timed out.
3 8 ms 9 ms 9 ms te-0-0-0-15-ur06.bellevue.wa.seattle.comcast.net [68.85.144.233]
4 10 ms 18 ms 14 ms ae-18-0-ar03.seattle.wa.seattle.comcast.net [69.139.164.117]
5 22 ms 22 ms 20 ms he-1-5-0-0-10-cr01.seattle.wa.ibone.comcast.net[68.86.94.57]
6 10 ms 15 ms 18 ms be-11-pe03.seattle.wa.ibone.comcast.net [68.86.84.78]
7 11 ms 11 ms 9 ms ae13.bbr01.wb01.sea02.networklayer.com [75.149.228.38]
8 45 ms 37 ms 58 ms ae0.bbr01.cs01.den01.networklayer.com [173.192.18.145]
9 69 ms 53 ms 52 ms ae12.bbr02.eq01.dal03.networklayer.com [173.192.18.138]
10 60 ms 61 ms 67 ms ae0.bbr02.sr02.hou02.networklayer.com [173.192.18.221]
11 62 ms 60 ms 61 ms po32.dsr02.hstntx2.networklayer.com [173.192.18.239]
12 62 ms 59 ms 74 ms po2.car04.hstntx2.networklayer.com [74.55.252.110]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

[Jeremy617]

the traceroutes are fine, its extremely common that you don't get a successful end to end traceroute over the internet, its a security thing. Based on that, its not a carrier problem because if shaw was dropping the traffic you'd never see the networklayer.com hops as the traffic wouldn't be reaching the softlayer DC's.

[StylinRed]

I've tried going to the site without my router and just my modem and it still doesnt work

ive also disconnected and waited several minutes before hooking the modem back up but same thing

again i can connect from the same computer using a neighbours network or my data plan so i dont think its a virus or anything of the sort

I had written to shaw and got a reply today they say they're able to connect to the site from their computers and say based on my traceroute problems arise once it hits networklayer.com; shaw is asking me to call or speak to a live representative online so that they can remotely access my computer and try for themselves

bleh

[Jeremy617]

it is really looking like the network you're on is explicitly blacklisted.

if you really want to get to the bottom of it, download wireshark from Wireshark · Go deep. (http://www.wireshark.org)

start a capture on your wired connection (it will be whatever connection has packets counting up) then attempt to go to the webpage, let it fail, wait 5 seconds, and stop the capture.

then save and post it up.

close out any other network applications and don't do anything else while you're capturing, since it will capture all network activity and you don't want to post up a capture with private IM conversations in it or anything.

[InvisibleSoul]

Might have missed it, but did you try using your phone on your own wifi and try connecting?

Just trying to eliminate your computer as the problem.

[StylinRed]

yeah my phone and desktop can't connect using my home network

but all my computers/phone can connect using other networks

i'll try that wireshark thing


wireshark

[StylinRed]

wireshark i tried exporting it to a txt file but it came out with the oddest jumble of letters/numbers so i figured a screenshot would make more sense

http://imageshack.us/a/img843/8425/wiresharkfirefox.jpg

[InvisibleSoul]

wireshark i tried exporting it to a txt file but it came out with the oddest jumble of letters/numbers so i figured a screenshot would make more sense
Okay, well that confirms you're just not getting any packets back from them.

Still looks like they have your external IP blocked for some reason.

If you want to do this just for fun, try finding a working anonymous proxy and configure your browser to go through that. :p

A transparent proxy probably won't do anything, as it doesn't appear to be a routing problem.

[StylinRed]

Yep used an anonymous proxy out of spain and it loaded immediately

[Jeremy617]

yeah without a doubt it looks like your ip is blacklisted.

Someone on the same subnet as you probably had an infected computer that ddos'd something hosted at softlayer and ended up getting the entire subnet blocked.

[StylinRed]

blegh what a pita

[Sango]

If you can get a hold of the affected server, they could probably address this for you.

[Presto]

Have you tried unplugging the power from the Shaw modem, and plugging it back in again? Maybe you'll get an IP on a different subnet, which may not be blocked.

[StylinRed]

yeah i've tried that a couple of times since no luck :/

[Jeremy617]

can you go to either of these sites?

Avena Herbal Products - blenders and manufacturers of plant infusion, medicated, sensual and beauty products (http://www.avena.co.uk/)

Beds Leeds | Furniture Store Leeds | Kettley's Furniture (http://www.kettleysfurniture.co.uk/)

these are hosted in the same datacenter, it should tell you whos dropping your traffic, the website or the datacenter.

[StylinRed]

! nope can't connect to them same results as swaineadeney

thanks for that

[bcrdukes]

StylinRed,

In Windows Command Prompt, type in:

ipconfig /flushdns

For reference, check this website - http://forums.eukhost.com/f15/how-clear-flush-dns-cache-windows-linux-mac-machines-6337/#.UHs6osXA8S4

Unplug modem completely for 5 - 10 mins. Plug back in. See if that works. If it fails, I'm going to side with Jeremy617 on this one. May be that the IP / subnet assigned to you was blacklisted for whatever reason.

[Jeremy617]

yeah, at this point your only hope is to try and get a different public IP.

turn your modem & router off overnight, or while you're at work or something. You'll be probably get a different IP, but depending how shaw's network is setup you might still be in the same subnet and if that happens you'll still be blocked.

go to What Is My IP - Shows Your IP Address (http://www.whatismyip.com) before and after to confirm its changed

you could try contacting softlayer but at this point i think you might as well move on.

[StylinRed]

yeah ive tried flushing my dns and unplugging the modem

but only for a minute countdown


i'll try and give it a nice long one tonight and see :/ think Shaw can put me on another ip? guess i'll ask n see

[InvisibleSoul]

Odd. It can't be a problem for all of Shaw either, maybe only certain address blocks?

I tried with a Shaw connection and was able to access the site.

I have another theory... maybe for some reason their web host has your IP address blacklisted.

:smug:

I guessed it was a blacklisted IP from post #10... but I guess it took us awhile to confirm it. :badpokerface:

It's great that you're technically savvy and can do all the suggestions we gave without too much handholding. :thumbs: