Accessing web problem - at my wits end!

[Kerry]

Hello all - was hoping to get some help/advice on a problem I've been having accessing a website.

I am on a Mac OS x v10.3.9

Basic problem is that for some reason I cannot access my companys outlook remote website - www.enterprise.timeinc.com

This is an entirely new problem which started suddenly last Friday - I logged in, checked my work emails, logged out and when I tried to get back in it just came up with an error message saying 'unable to connect'.

I can access any other website but that one. I have done all the normal things (deleted cookies, deleted cache, typed in the number of the website rather than the name etc) and even took my computer into work today so they could check it - they plugged it in and accessed the site perfectly. The IT guy there told me it was either my ISP or alcatel modem,

I just called my ISP (Virgin) and was told that it was definitely a computer fault as I can access all other websites.

I'm really stumped and not sure what to try next - thought I'd come on here to see if anyone had any last ditch suggestions before I pay a fortune to take it into a shop!

Thanks in advance

 

[Kyomii]

Hi Kerry,

I am afraid your ISP is not being wholly truthful with you there as they can have dns resolve issues with what seems like one website.

The reality is there are literally millions of websites out there and you would have to type in all the websites on the internet to see if it happens elsewhere - and it probably would.

Try a different browser and see if that helps - what happens when you try to visit the site? Does it time out or say that the server is not available?

 

[searay345]

Hello Kerry and a warm welcome to you!

What web browser are you using? Are you using Safari? If that's the case, try downloading FireFox and see if you can access the site that way. Let us know how it works out for you!

Cheerio
Searay

HAHA!!!! Kyomii beat me to it!

 

[Kyomii]

I forgot to add, you can find out what the problem is Kerry by doing a tracert - this will almost always show where the problem lies.


Click Finder, Applications, Utilities, Command
Note: A black window should appear
Type "traceroute www.enterprise.timeinc.com"

Post the results here and we will take a look for you.

 

[Kerry]

Hi guys - thanks for the responses!!

I'm currently in firefox but have tried explorer and safari and am having the same problem with each.

Ok - without wanting to sound like a luddite - where is the 'finder' button? Looking above and I cant see it?

Do I have to exit the browser?

PS - the error message i get in Firefox is 'Unable to connect, Firefox cannot establish a connection to the server at enterprise.timeine.com

With safari and explorer it just times out

Thx!

EDIT - Ok found 'finder' and got up to the bit where you asked me to go to 'command' - I dont appear to have that option in there? Could it be called something else?

 

[Kerry]

Ok I did it! (God bless Google)

This is what I got:

traceroute to nycweb.timeinc.com (64.236.246.71), 30 hops max, 40 byte packets
1 10.181.128.1 (10.181.128.1) 7.399 ms 7.89 ms 11.323 ms
2 gsr01-hw.blueyonder.co.uk (62.30.144.129) 14.849 ms 18.856 ms 7.426 ms
3 pc-62-30-250-41-ha.blueyonder.co.uk (62.30.250.41) 9.864 ms 9.007 ms 18.658 ms
4 pc-62-30-250-58-ha.blueyonder.co.uk (62.30.250.58) 10.36 ms 11.737 ms 19.129 ms
5 bcs1-so-1-3-0.londonlnx.savvis.net (206.24.169.89) 19.938 ms 10.408 ms 10.854 ms
6 bcs2-as0-0.londonlnx.savvis.net (204.70.193.202) 10.055 ms 13.773 ms 8.682 ms
7 pop2-loh-s2-1-3.atdn.net (66.185.133.217) 21.187 ms 21.116 ms 26.251 ms
8 bb1-loh-s1-1-0.atdn.net (66.185.136.248) 30.889 ms 18.464 ms 18.99 ms
9 bb1-nye-p5-0.atdn.net (66.185.152.95) 90.791 ms 89.369 ms 89.322 ms
10 bb2-new-p5-0.atdn.net (66.185.152.197) 90.329 ms 100.806 ms 87.38 ms
11 pop1-new-p0-3.atdn.net (66.185.137.3) 85.727 ms 87.995 ms 91.292 ms
12 timeinc.atdn.net (66.185.137.14) 97.397 ms * 91.115 ms
13 * timeinc.atdn.net (66.185.137.14) 95.045 ms *
14 timeinc.atdn.net (66.185.137.14) 89.909 ms * 89.11 ms
15 * * *
16 timeinc.atdn.net (66.185.137.14) 87.266 ms * *
17 * timeinc.atdn.net (66.185.137.14) 88.128 ms *
18 * timeinc.atdn.net (66.185.137.14) 90.452 ms *
19 timeinc.atdn.net (66.185.137.14) 89.003 ms * 88.839 ms
20 * timeinc.atdn.net (66.185.137.14) 88.844 ms *
21 timeinc.atdn.net (66.185.137.14) 87.97 ms * *
22 timeinc.atdn.net (66.185.137.14) 88.885 ms * *
23 timeinc.atdn.net (66.185.137.14) 96.718 ms * 91.083 ms
24 * timeinc.atdn.net (66.185.137.14) 90.672 ms *
25 timeinc.atdn.net (66.185.137.14) 88.474 ms * 90.58 ms
26 * * *
27 timeinc.atdn.net (66.185.137.14) 90.85 ms * 89.636 ms
28 * * *
29 * * timeinc.atdn.net (66.185.137.14) 87.278 ms
30 * * *
[77-99-157-137:~] jimliste%



Doesnt mean a thing to me???

 

[Kyomii]

Hi Kerry,

Is there any reason why the address is

nycweb.timeinc.com

as opposed to


www.enterprise.timeinc.com

?

 

[Kerry]

Hi Kerry,

Is there any reason why the address is

nycweb.timeinc.com

as opposed to


www.enterprise.timeinc.com

?

Thats what comes up when I type in www.enterprise.timeinc.com - not sure why?

Just did it again:

Last login: Wed Apr 25 20:58:01 on ttyp1
Welcome to Darwin!
[77-99-157-137:~] jimliste% traceroute www.enterprise.timeinc.com
traceroute to nycweb.timeinc.com (64.236.246.71), 30 hops max, 40 byte packets
1 10.181.128.1 (10.181.128.1) 10.678 ms 6.744 ms 11.37 ms
2 gsr01-hw.blueyonder.co.uk (62.30.144.129) 8.1 ms 10.721 ms 7.752 ms
3 pc-62-30-250-41-ha.blueyonder.co.uk (62.30.250.41) 11.053 ms 12.324 ms 9.116 ms
4 pc-62-30-250-58-ha.blueyonder.co.uk (62.30.250.58) 8.875 ms 17.195 ms 10.375 ms
5 bcs1-so-1-3-0.londonlnx.savvis.net (206.24.169.89) 15.081 ms 25.445 ms 17.956 ms
6 bcs2-as0-0.londonlnx.savvis.net (204.70.193.202) 20 ms 13.852 ms 9.567 ms
7 pop2-loh-s2-1-3.atdn.net (66.185.133.217) 19.053 ms 22.249 ms 18.042 ms
8 bb1-loh-s1-1-0.atdn.net (66.185.136.248) 19.79 ms 20.591 ms 29.693 ms
9 bb1-nye-p5-0.atdn.net (66.185.152.95) 87.597 ms 85.852 ms 88.925 ms
10 bb2-new-p5-0.atdn.net (66.185.152.197) 96.072 ms 95.941 ms 85.726 ms
11 pop1-new-p0-3.atdn.net (66.185.137.3) 98.177 ms 225.446 ms 203.67 ms
12 * * *
13 * * *
14 timeinc.atdn.net (66.185.137.14) 88.591 ms * 89.268 ms
15 * * timeinc.atdn.net (66.185.137.14) 171.153 ms
16 * timeinc.atdn.net (66.185.137.14) 91.674 ms *
17 * * *
18 * * *
19 timeinc.atdn.net (66.185.137.14) 89.236 ms * *
20 * * *
21 timeinc.atdn.net (66.185.137.14) 87.251 ms * *
22 timeinc.atdn.net (66.185.137.14) 94.429 ms * 88.575 ms
23 * * *
24 timeinc.atdn.net (66.185.137.14) 91.837 ms * 89.115 ms
25 * timeinc.atdn.net (66.185.137.14) 91.773 ms *
26 timeinc.atdn.net (66.185.137.14) 87.81 ms * 87.067 ms
27 * * timeinc.atdn.net (66.185.137.14) 89.39 ms
28 * timeinc.atdn.net (66.185.137.14) 88.554 ms *
29 timeinc.atdn.net (66.185.137.14) 88.123 ms * 87.331 ms
30 * * *
[77-99-157-137:~] jimliste%

 

[Kyomii]

Right Kerry, it looks like a dns resolve issue like I said, but can you please ping the address this time and post the full results?

You can do this easily by following instructions here:
http://faq.cybersmart.co.za/index.php?sid=194011&lang=en&action=artikel&cat=16&id=55&artlang=en

Set the ping to about 8 please, and also do not put http:// in front of the address, just put www.enterprise.timeinc.com

 

[Kerry]

Right Kerry, it looks like a dns resolve issue like I said, but can you please ping the address this time and post the full results?

You can do this easily by following instructions here:
http://faq.cybersmart.co.za/index.php?sid=194011&lang=en&action=artikel&cat=16&id=55&artlang=en

Set the ping to about 8 please, and also do not put http:// in front of the address, just put www.enterprise.timeinc.com

Ok - here's the results:

Ping has started ...

PING nycweb.timeinc.com (64.236.246.71): 56 data bytes

--- nycweb.timeinc.com ping statistics ---
8 packets transmitted, 0 packets received, 100% packet loss

 

[Kyomii]

One more Kerry (sorry) can you please ping www.yahoo.com and post the full results here

 

[Kerry]

One more Kerry (sorry) can you please ping www.yahoo.com and post the full results here

Please dont apologise!! I'm very grateful that you're taking the time to look over this for me...

Results:

Ping has started ...

PING www.yahoo-ht3.akadns.net (209.191.93.52): 56 data bytes
64 bytes from 209.191.93.52: icmp_seq=0 ttl=246 time=168.779 ms
64 bytes from 209.191.93.52: icmp_seq=1 ttl=247 time=156.899 ms
64 bytes from 209.191.93.52: icmp_seq=2 ttl=246 time=157.094 ms
64 bytes from 209.191.93.52: icmp_seq=3 ttl=247 time=161.46 ms
64 bytes from 209.191.93.52: icmp_seq=4 ttl=246 time=157.014 ms
64 bytes from 209.191.93.52: icmp_seq=5 ttl=246 time=157.568 ms
64 bytes from 209.191.93.52: icmp_seq=6 ttl=246 time=165.417 ms
64 bytes from 209.191.93.52: icmp_seq=7 ttl=246 time=158.355 ms

--- www.yahoo-ht3.akadns.net ping statistics ---
8 packets transmitted, 8 packets received, 0% packet loss
round-trip min/avg/max = 156.899/160.323/168.779 ms

 

[Kyomii]

Ok, it is no problem! This is the last one, I promise, this time you are going to ping the unreachable address, but you are going to put the adress IP in which is:

64.236.246.71

Please ensure this is typed in correctly, it is important

set ping to 4 and post full results

 

[Kerry]

Ping has started ...

PING 64.236.246.71 (64.236.246.71): 56 data bytes

--- 64.236.246.71 ping statistics ---
4 packets transmitted, 0 packets received, 100% packet loss



I'm guessing 100% packet loss is a bad thing!

 

[Kyomii]

Hi Kerry, 100 per cent packet loss means there is no response from the web address you are trying to ping. I was hoping the ip address ping may work as this would have most definately have confirmed a DNS issue.

However, your tracerts shows that your connection is not routing properly.

It begins to get messy here

9 bb1-nye-p5-0.atdn.net (66.185.152.95) 87.597 ms 85.852 ms 88.925 ms
10 bb2-new-p5-0.atdn.net (66.185.152.197) 96.072 ms 95.941 ms 85.726 ms
11 pop1-new-p0-3.atdn.net (66.185.137.3) 98.177 ms 225.446 ms 203.67 ms

and then totally fails to resolve here:

12 * * *
13 * * *


As the main server before it is londonlnx.savvis.net - it shows that it is an ISP issue, and that londonlnx.savvis.net, for whatever reason, is rerouting (not going the normal way) to get to the address and is unable to resolve the IP, as 30 hops is the maximum and it is not finishing in this time.

Try not to worry and check it again tomorrow - ensure you reset Safari, and clear out any caches and I would also be inclined to [SIZE=-1]repair Disk permissions.

Very often, ISP dns issues usually resolve themselves within 24-48 hours or so - however, if you are still having issues after this time, contact your ISP with the tracert results to show them that the problem is at their end.

I hope this is of help to you
[/SIZE]

 

[Kerry]

Hi Kerry, 100 per cent packet loss means there is no response from the web address you are trying to ping. I was hoping the ip address ping may work as this would have most definately have confirmed a DNS issue.

However, your tracerts shows that your connection is not routing properly.

It begins to get messy here

9 bb1-nye-p5-0.atdn.net (66.185.152.95) 87.597 ms 85.852 ms 88.925 ms
10 bb2-new-p5-0.atdn.net (66.185.152.197) 96.072 ms 95.941 ms 85.726 ms
11 pop1-new-p0-3.atdn.net (66.185.137.3) 98.177 ms 225.446 ms 203.67 ms

and then totally fails to resolve here:

12 * * *
13 * * *


As the server before it is londonlnx.savvis.net - it shows that it is an ISP issue, and that londonlnx.savvis.net is rerouting to get to the address and is unable to resolve the IP, as 30 hops is the maximum and it is not finishing in this time.

Try not to worry and check it again tomorrow - ensure you reset Safari, and clear out any caches and I would also be inclined to [SIZE=-1]repair Disk permissions.

Very often, ISP dns issues usually resolve themselves within 24-48 hours or so - however, if you are still having issues after this time, contact your ISP with the tracert results to show them that the problem is at their end.

I hope this is of help to you
[/SIZE]

Loads of help - thanks so much!! Will get back to you if and when I get it fixed!!

Thanks again

Kerry

 

[Cory Cooper]

That's just a server alias. I can ping the IP no problem.

C

 

[searay345]

Yeah, I can ping the IP no problem as well

Searay

 

[Kyomii]

I never said the IP was an issue - I said the ISP was at core of the issue - it is unable to resolve the dns due to incorrect/flawed routing for the address, therefore she is unable to view the page because the host name is not reachable via the routing it is taking. As 30 hops is the max, it gives up at 30 and then times out for her.

I can also ping the IP - and unless either of you are using the same ISP as Kerry, you will be able to ping the address.

It should hopefully now be resolved - dns problems usually are pretty quickly.

 

[Kerry]

Hi guys

Still not working - and it hasnt been working since last Friday so its been longer than 48 hours.

Re that 'disk permissions' thing - I tried doing it earlier but it seemed to freeze my computer. How long does it normally take?

Think I'm going to have to call Virgin Media (ie - have a pointless and tortured 40 minute conversation with someone in Delhi) and threaten to cancel my subscription. What exactly is it at their end that they need to do to fix it - does anybody know?

Thx