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some webiste cannot be accessed

Posted on 2010-11-09
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Last Modified: 2012-05-10
we have an ADSL2+ service with Pacnet and a few weeks ago they relocated our service to a new address

Since they relocated the service we have been unable to access some websites like www.webcity.com.au or optus webmail and a few other random ones

i can ping the website and a trace route comes backs all good

Pacnet even got me to try there test adsl account and still had the same problem
i have there correct DNS ip address entered

even tried using there own proxy setting and still nothing

all i get is page cannot be displayed after 30 seconds to a minute of trying
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Question by:dpmitsolutions
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29 Comments
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34091729

Hi

Did you try a different browser?
Internet explorer has many bugs. I have seen small changes to the network that break internet explorer. The only way to get it going again, is to either reset the browser settings, or upgrade to the latest version.

Install Firefox and see if it works - http://www.mozilla.com/firefox/

if you do:
 nslookup www.webcity.com.au

do you get:
    Non-authoritative answer:
    Name:    www.webcity.com.au
    Address:  210.8.91.40
?

0
 

Author Comment

by:dpmitsolutions
ID: 34091752

Address:  192.168.100.2

Non-authoritative answer:
Name:    www.webcity.com.au
Address:  210.8.91.40
 
what does this mean when i do a nslook up ?
0
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34091773

That means that you are getting the correct IP address if you connect to www.webcity.com.au

Your name server 192.168.100.2 is functioning correctly.

Please post the output of ipconfig /all from command prompt.

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Author Comment

by:dpmitsolutions
ID: 34091794

Windows IP Configuration
   Host Name . . . . . . . . . . . . : lil-syd-svr01
   Primary Dns Suffix  . . . . . . . : Lily.localnet
   Node Type . . . . . . . . . . . . : Unknown
   IP Routing Enabled. . . . . . . . : Yes
   WINS Proxy Enabled. . . . . . . . : Yes
   DNS Suffix Search List. . . . . . : Lily.localnet
PPP adapter RAS Server (Dial In) Interface:
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : WAN (PPP/SLIP) Interface
   Physical Address. . . . . . . . . : 00-53-45-00-00-00
   DHCP Enabled. . . . . . . . . . . : No
   IP Address. . . . . . . . . . . . : 192.168.100.75
   Subnet Mask . . . . . . . . . . . : 255.255.255.255
   Default Gateway . . . . . . . . . :
   NetBIOS over Tcpip. . . . . . . . : Disabled
Ethernet adapter Local Area Connection:
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Realtek RTL8169 Gigabit Ethernet Adapter
   Physical Address. . . . . . . . . : 00-E0-4C-50-15-88
   DHCP Enabled. . . . . . . . . . . : No
   IP Address. . . . . . . . . . . . : 192.168.100.2
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Default Gateway . . . . . . . . . : 192.168.100.254
   DNS Servers . . . . . . . . . . . : 192.168.100.2
                                       61.8.0.113
                                       210.23.129.34
0
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34091820

Your DNS server and Gateway is not the same?
  Default Gateway . . . . . . . . . : 192.168.100.254
  DNS Servers . . . . . . . . . . . : 192.168.100.2

Do you have a DNS server on your local network ?
What is the IP address of your ADSL router ? Is it 192.168.100.254 or 192.168.100.2 ?
0
 

Author Comment

by:dpmitsolutions
ID: 34091829
just downloaded the new firefox and i made sure i didnt import the IE setting
 
and it still didnt work
0
 
LVL 4

Expert Comment

by:Antyrael
ID: 34091859
Since you can ping the website hostname, DNS appears to be functioning correctly, so does your default gateway.

Can you try to use the following command from a command prompt window:
telnet www.webcity.com.au 80
If running Windows 7, you need to (temporarily) add the telnet client feature.
If you successfully connect to port 80, you should see a black cmd screen with a blinking cursor, type "get" (without the quotes) and hit enter, you should see some HTML code.
If the connection fails, you will get a timeout.

this way you can determine if it's a browser/proxy issue.
0
 

Expert Comment

by:sivaparanur
ID: 34091958
reconfigure your settings
use different ip settings and try
clear all your cache / temp files
run virus scan fully
0
 

Author Comment

by:dpmitsolutions
ID: 34091969
i just tried that on my clients server (remotely) and my local laptop and terminal server and i just get the same result where i see the black screen i type get and nothing happens on the seconds line just a black screen with a cursor
0
 

Author Comment

by:dpmitsolutions
ID: 34091972
tried the restting idea with the ISP tech
0
 
LVL 4

Expert Comment

by:Antyrael
ID: 34092471
Ok, if you get nothing after typing get with the black screen and blinking cursor, it seems like there's something else between you and the webserver.
Do you have software installed that scans websites for malicious scripts?
Maybe something like an internet security suite?
If you do, try to disable it and test again.
0
 

Author Comment

by:dpmitsolutions
ID: 34092987
we have TrendMicro Worry Free advance sp3
i just uninstalled the client to make sure and still the same problem
0
 
LVL 4

Expert Comment

by:Antyrael
ID: 34093046
Does a traceroute or pathping show any bottlenecks perhaps?
If all your clients are having the same problem, I'd think that the problem is either your gateway or a problem with your new ISP.
0
 

Author Comment

by:dpmitsolutions
ID: 34093079
yeh looks like i have to go back to the ISP again
0
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34093091

You didn't answer my gateway / DNS server question?

Can you try it with 192.168.100.2 as the gateway for the Realtek RTL8169 Gigabit Ethernet Adapter.

Also, is the WAN (PPP/SLIP) Interface disabled, because I see it has no gateway?
Two active interface cards may confuse the routing table, causing only one-way connectivity to work.
0
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34093110
Another thing...

What version of Windows are you running on the affected computer?
0
 

Author Comment

by:dpmitsolutions
ID: 34093129
192.168.100.2  is the IP of the server it self
 
all other websites work same problem on all 17 workstations
0
 

Author Comment

by:dpmitsolutions
ID: 34093182
all computers are affected
server is SBS 2003 SP2
Workstations: XP Pro SP3
0
 
LVL 4

Expert Comment

by:Antyrael
ID: 34093325
Just the fact that other websites do work should be enough evidence that DNS is working and the default gateway is also correct.
You ruled out proxy settings and internet security software.

Is your SBS server acting as a NAT server or is ISA installed?
If it's ISA, the firewall could also be the problem.
0
 

Author Comment

by:dpmitsolutions
ID: 34096998
no its not any of that
 
 
0
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34097094

Please post the output of:

1) tracert www.webcity.com.au 

2) tracert www.google.com

if www.google.com is working, else use another website that works.

Let see if they both use the same route to the ISP.
0
 

Author Comment

by:dpmitsolutions
ID: 34097226

Tracing route to www.webcity.com.au [210.8.91.40]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.100.254
  2    23 ms    23 ms    23 ms  lns-1.pacific.net.au [203.9.190.190]
  3   196 ms   207 ms    90 ms  vl98.switch1.syd.pacific.net.au [210.23.140.1]
  4    23 ms    23 ms    24 ms  vl63.switch2.syd.pacific.net.au [125.255.94.122]
  5    23 ms    26 ms    24 ms  GigabitEthernet3-1.ult1.Sydney.telstra.net [139.
130.248.85]
  6    23 ms    23 ms    24 ms  TenGigabitEthernet7-1.chw38.Sydney.telstra.net [
203.50.20.176]
  7    24 ms    23 ms    23 ms  aaptpeer2.lnk.telstra.net [139.130.248.202]
  8    24 ms    23 ms    23 ms  te2-4.sglebdist01.aapt.net.au [202.10.14.6]
  9    23 ms    23 ms    24 ms  te2-1-110.sglebdist02.aapt.net.au [202.10.12.131
]
 10    26 ms    25 ms    26 ms  te0-3-1-0.sclarcore01.aapt.net.au [202.10.12.9]
 11    23 ms    23 ms    25 ms  te2-2.sclardist01.aapt.net.au [202.10.12.2]
 12    23 ms    24 ms    30 ms  gi0-1.cor10.hay.connect.com.au [202.10.15.61]
 13    24 ms    24 ms    23 ms  DCON7608-10.gw.connect.com.au [210.8.226.137]
 14     *        *        *     Request timed out.
 15    26 ms    24 ms    23 ms  210.8.91.40
Trace complete.

 
 
 

Tracing route to www.l.google.com [66.102.11.104]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.100.254
  2    24 ms    23 ms    23 ms  lns-1.pacific.net.au [203.9.190.190]
  3    24 ms    23 ms    23 ms  vl98.switch1.syd.pacific.net.au [210.23.140.1]
  4    24 ms    23 ms    24 ms  as15169.sydney.pipenetworks.com [218.100.2.98]
  5    24 ms    22 ms    29 ms  66.249.95.224
  6    24 ms    30 ms    35 ms  64.233.174.242
  7    23 ms    23 ms    24 ms  syd01s01-in-f104.1e100.net [66.102.11.104]
Trace complete.
0
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34097449
Mine routes in circles for a while before it times out, then finds the host.

 10   263 ms   263 ms   263 ms  xe-6-1.r02.nycmny03.us.bb.gin.ntt.net [129.250.193.253]
 11   262 ms   262 ms   271 ms  xe-5-3.r02.nycmny01.us.bb.gin.ntt.net [129.250.2.44]
 12   266 ms   268 ms   278 ms  ae-5.r22.nycmny01.us.bb.gin.ntt.net [129.250.2.186]
 13   348 ms   353 ms   357 ms  as-2.r21.sttlwa01.us.bb.gin.ntt.net [129.250.3.190]
 14   342 ms   347 ms   344 ms  ae-0.r20.sttlwa01.us.bb.gin.ntt.net [129.250.2.53]
 15   363 ms   361 ms   370 ms  as-4.r20.snjsca04.us.bb.gin.ntt.net [129.250.4.141]
 16   355 ms   359 ms   372 ms  ae-1.r21.plalca01.us.bb.gin.ntt.net [129.250.5.32]
 17   361 ms   375 ms   377 ms  po-2.r03.plalca01.us.bb.gin.ntt.net [129.250.5.142]
 18   372 ms   366 ms   369 ms  ge-1-2.r03.plalca01.us.ce.gin.ntt.net [129.250.10.74]
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *      528 ms  te2-4.sglebdist01.aapt.net.au [202.10.14.6]
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26   520 ms     *      527 ms  gi0-2.cor10.hay.connect.com.au [202.10.15.63]
 27     *        *        *     Request timed out.
 28   522 ms     *      527 ms  gi0-2.cor10.hay.connect.com.au [202.10.15.63]
 29   522 ms   521 ms   520 ms  DCON7608-10.gw.connect.com.au [210.8.226.137]
 30   518 ms     *      516 ms  210.8.91.40

Trace complete.

Ok. That proves nothing.

If you are sure there is nothing between the PC and the router that will block the web connections, then the problem must be with the ISP.

Can the support people at your ISP open the website?
Do you have any other way to connect to the Internet, so that we can eliminate the ISP?
Perhaps a 3G or GPRS modem, or wireless on another ISP network?
0
 

Author Comment

by:dpmitsolutions
ID: 34097600
if i use there 3G wireless connection on one of the companies laptop the web sites open up fine
the laptops have the same antivirus and there on the domain as well but when they use the 3G everything is fine
0
 

Author Comment

by:dpmitsolutions
ID: 34100814
i changed the modem model to a dlink 604t fix the issue
 
i tried the netgear modem at the office and those web sites work
dont know what to say
0
 
LVL 11

Expert Comment

by:Pieter Jordaan
ID: 34101879

You can try a factory reset.
Most ADSL routers have a little reset switch that will clear its config.
It is usually on the back or bottom side of it.

Look for a hole with a button in it.
0
 
LVL 3

Expert Comment

by:eviljester
ID: 34107803
Sounds like there may be a setting in the firewal of the router blocking your connection to that site, or the protocol that site uses.
I agree, either factory reset your modem, or check for firewall rules that could be causing the issue.
0
 

Accepted Solution

by:
dpmitsolutions earned 0 total points
ID: 34318039
changed the router with a new one same model same firmware same everything and problem went away
0
 

Author Closing Comment

by:dpmitsolutions
ID: 34428720
changed the router fixed it same modem same firmware
0

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