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can't open or download .xls files from website

Hi!

I have the exact same question as another user posted some time ago.
Suddenly I can't download xls or doc files from outside the internet. pdf or zip and other formats works fine and surfing to the site works nice.
From inside our organization and from within the same subnet it works to download xls and doc. No clues in the firewall, all seems to be working as it should.
I have IIS6 on a windows 2003 r2 x64 server.

http://www.experts-exchange.com/Software/Server_Software/Web_Servers/Microsoft_IIS/Q_26366635.html
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Hermansson
Asked:
Hermansson
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3 Solutions
 
Iradat SiddiquiCommented:
Check that IIS 6 has been loaded on the machine that has the Excel source file, and compare  your IS settings against the required settings in this link.
         http://www.microsoft.com/technet/prodtechnol/WindowsServer2003/Library/IIS/502ef631-3695-4616-b268-cbe7cf1351ce.mspx?mfr=true
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HermanssonAuthor Commented:
I have not changed any parameters in the IIS website and we dont use HTTP Compression.
Any other ideas?
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HermanssonAuthor Commented:
I just tried ppt and that format doesnt work either.
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coreybryantCommented:
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Rich WeisslerProfessional Troublemaker^h^h^h^h^hshooterCommented:
Coreybryant beat me to it... I was going to suggest making certain the IIS server MIME settings for xls and ppt haven't disappeared.

http://support.microsoft.com/kb/326965
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HermanssonAuthor Commented:
Hi!

I have now confirmed that the MIME settings for all thoose files exists.

.doc application/msword
.docx application/vnd.openxmlformats-officedocument.wordprocessingml.document
.xls application/vnd.ms-excel
.xlsx application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
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Rich WeisslerProfessional Troublemaker^h^h^h^h^hshooterCommented:
In that case, I'd look carefully for a firewall, or other stateful network filtering appliance which is 'protecting' networks against office document transfers.  It could be an appliance which has been in place for a while, but may have recently been updated or received updated signatures.
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HermanssonAuthor Commented:
Ok.
The thing is that it works from the inside through our ISA server and it works from the same subnet as the webserver (dmz).
Our firewall does not have any other functions than standard firewall functionality and when I look at the logs nothing stranges comes up, it just forwards the traffic.
Surfing to the site goes smoothly and we can download pdf and zip files correctly.
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coreybryantCommented:
Do you have an example of what works and what does not work?

If you cannot give that out, can you try it when you get home - just to confirm it is not the site.

What happens if you right click on the doc and say download?

Can you disable the firewall for a minute to make sure it is not the firewall?

And is it all computers, a couple, or yours?
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Rich WeisslerProfessional Troublemaker^h^h^h^h^hshooterCommented:
Okay, confirming three possible network locations:
  Same subnet = works.
  'Inside network' = through ISA (local firewall) = works
  'Outside network' = through ISA (local firewall) & ISP = doesn't work.

Confirm the ISP or corporate network team hasn't made any changes or added any new firewall / network appliances at your corporate network edge recently?
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HermanssonAuthor Commented:
Here is an example with a webpage that has several xls files:
http://www.skogsstyrelsen.se/Myndigheten/Statistik/Amnesomraden/Priser/Tabeller--figurer/

Rightclicking and download gives the same result. It hangs on 1% or 97% or something between.

Disabling the firewall is not an option for me because I have dns and other functions in there.

It is a variety of users outside our organization that has reported the problem. I have tried with my own laptop from the outside and it is the same thing.
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HermanssonAuthor Commented:
No changes in our network has been made recently.
I agree that the ISP seems suspect.
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HermanssonAuthor Commented:
We dont use our ISA server to our outside, it is just a firewall.
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coreybryantCommented:
I am trying the first one to see what happens.  36kb should be done within 5-10 seconds.  It is stuck at 46%.

OK - the zip file 32kb downloaded
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coreybryantCommented:
I don't know if it is the name or what, but on the first one, I said save as 1960-2000.xls and got to 72% instead of 46%,
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HermanssonAuthor Commented:
Ok, I just opened a case at my ISP and asked if other customers had the same issue but it was nothing they knew about.
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coreybryantCommented:
If you look at the source code, he has his email address in there.
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HermanssonAuthor Commented:
If you search for pdf and takes the first one who comes up it is on 2mb and I just tried to download it from an external computer and it works fine so I guess its not something about file size.
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coreybryantCommented:
http://toolbar.netcraft.com/site_report?url=http://www.skogsstyrelsen.se

That 1960-2009 says it is going to take 8 hours.

Did the ZIP files work?
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HermanssonAuthor Commented:
Ok. Yeah no problems
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HermanssonAuthor Commented:
I have to catch a bus but I check for updates later.

Regards!
Johnny
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coreybryantCommented:
The XLS files could just be corrupted.  The 1995 is at 72%, stops, I hit resume and it is back at 18%
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coreybryantCommented:
No worries, I know how all that can go   I tried on 4 browsers just in case
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gr8gonzoConsultantCommented:
I'm going to also suggest the ISP. The fact that it DOES transfer at least a portion of the file means that the firewall is not blocking it on a policy level unless the firewall is doing outbound packet inspection and is finding something suspect inside the XLS files.

I'd also try enabling HTTPS and seeing if they will transfer over an HTTPS connection (packets being encrypted). If they do, then that indicates something is analyzing each packet and intentionally stopping it halfway through.

Have you run a third-party virus check on the XLS files, by any chance?
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coreybryantCommented:
Just to let you know, I did not disable the Windows Malware, but did disable the eSet Firewall and the XLS still do not download.

(I have been there - I know how frustrating it can be KB2691442 messed up my system and after reading some articles, some had gotten it to install if they unplugged the network cable card.  I figured it couldn't hurt and it worked.  This was one of those for "MS12-048: Vulnerability in Windows Shell could allow remote code execution: July 10, 2012 ".  I had even downloaded the msi file as well.)

I don't know if you have pinging disabled, but I noticed that the server was not able to be pinged.

Doing a tracert from here (Colorado, United States):
Tracing route to www.skogsstyrelsen.se [193.183.24.32]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  GILB-RTR1 [192.168.1.1]
  2   486 ms   405 ms   176 ms  c-174-51-8-1.hsd1.co.comcast.net [174.51.8.1]
  3    11 ms    11 ms     9 ms  te-8-2-ur02.englewood.co.denver.comcast.net [68.85.221.225]
  4    13 ms    11 ms    15 ms  te-0-0-0-4-ar02.aurora.co.denver.comcast.net [68.86.103.45]
  5    12 ms    11 ms    11 ms  he-3-10-0-0-cr01.denver.co.ibone.comcast.net [68.86.92.25]
  6    12 ms    12 ms    11 ms  68.86.82.6
  7    17 ms    10 ms    13 ms  64.208.27.237
  8    14 ms    10 ms   109 ms  xe1-3-0-10G.scr2.DEN2.gblx.net [67.16.147.218]
  9   162 ms   145 ms   147 ms  po4.ar1.ARN3.gblx.net [67.16.146.90]
 10   146 ms   147 ms   145 ms  IP-ONLY-TELECOMMUNICATION.Te7-3.ar1.ARN3.gblx.net [64.215.28.18]
 11   147 ms   146 ms   148 ms  sebot0001-rc4.ip-only.net [82.99.32.61]
 12   154 ms   153 ms   152 ms  sebot0001-rc2-34946.ip.only.net [212.112.160.202]
 13     *        *        *     Request timed out.
 14   157 ms   156 ms   157 ms  rtr01-invid-net.jkp.invid.se [80.244.207.190]
 15   157 ms   157 ms   157 ms  spam.skogsstyrelsen.se [193.183.24.241]
 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.

C:\Users\coreybryant>

I went to this site - http://www.traceroute.org/#Sweden - the second link (Wiberg (AS8642) (the first one did not work for me and the others did not seem to have a lot of tests:


Mind you, it has been a very long time since I actually managed a server, but the link above also:
 1  gw-ext (192.168.243.254)  0.472 ms  0.458 ms  0.476 ms
 2  ua-83-227-135-65.cust.bredbandsbolaget.se (83.227.135.65)  33.246 ms  16.216 ms  16.843 ms
 3  ti3089d320-ge2-1-0.ti.telenor.net (146.172.85.225)  20.029 ms  27.010 ms  25.047 ms
 4  ti3001c310-ae7-0.ti.telenor.net (146.172.99.201)  20.520 ms  50.179 ms  20.567 ms
 5  ti3010d400-ae0-0.ti.telenor.net (146.172.101.194)  52.519 ms  33.151 ms  33.628 ms
 6  ti3010a210-xe4-11.ti.telenor.net (146.172.9.250)  21.026 ms  20.829 ms  19.884 ms
 7  * * *
 8  rtr01-invid-net.jkp.invid.se (80.244.207.190)  26.356 ms  25.332 ms  25.251 ms
 9  spam.skogsstyrelsen.se (193.183.24.241)  25.161 ms  25.108 ms  24.736 ms
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
(this just seemed to keep going on).

I also did:
C:\Users\coreybryant>pathping www.skogsstyrelsen.se

Tracing route to www.skogsstyrelsen.se [193.183.24.32]
over a maximum of 30 hops:
  0  crbryant-PC.hsd1.co.comcast.net [192.168.1.111]
  1  GILB-RTR1 [192.168.1.1]
  2  c-174-51-8-1.hsd1.co.comcast.net [174.51.8.1]
  3  te-8-2-ur02.englewood.co.denver.comcast.net [68.85.221.225]
  4  te-0-0-0-4-ar02.aurora.co.denver.comcast.net [68.86.103.45]
  5  he-3-10-0-0-cr01.denver.co.ibone.comcast.net [68.86.92.25]
  6  68.86.82.6
  7  64.208.27.237
  8  xe1-3-0-10G.scr2.DEN2.gblx.net [67.16.147.218]
  9  po4.ar1.ARN3.gblx.net [67.16.146.90]
 10  IP-ONLY-TELECOMMUNICATION.Te7-3.ar1.ARN3.gblx.net [64.215.28.18]
 11  sebot0001-rc4.ip-only.net [82.99.32.61]
 12  sebot0001-rc2-34946.ip.only.net [212.112.160.202]
 13     *        *        *
Computing statistics for 300 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           crbryant-PC.hsd1.co.comcast.net [192.168.1.111]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  GILB-RTR1 [192.168.1.1]
                                0/ 100 =  0%   |
  2   11ms     0/ 100 =  0%     0/ 100 =  0%  c-174-51-8-1.hsd1.co.comcast.net [174.51.8.1]
                                0/ 100 =  0%   |
  3   11ms     0/ 100 =  0%     0/ 100 =  0%  te-8-2-ur02.englewood.co.denver.comcast.net [68.85.221
.225]
                                0/ 100 =  0%   |
  4   14ms     0/ 100 =  0%     0/ 100 =  0%  te-0-0-0-4-ar02.aurora.co.denver.comcast.net [68.86.10
3.45]
                                0/ 100 =  0%   |
  5   18ms     0/ 100 =  0%     0/ 100 =  0%  he-3-10-0-0-cr01.denver.co.ibone.comcast.net [68.86.92
.25]
                                0/ 100 =  0%   |
  6   14ms     0/ 100 =  0%     0/ 100 =  0%  68.86.82.6
                                0/ 100 =  0%   |
  7   16ms     0/ 100 =  0%     0/ 100 =  0%  64.208.27.237
                                0/ 100 =  0%   |
  8   19ms     0/ 100 =  0%     0/ 100 =  0%  xe1-3-0-10G.scr2.DEN2.gblx.net [67.16.147.218]
                                0/ 100 =  0%   |
  9  149ms     0/ 100 =  0%     0/ 100 =  0%  po4.ar1.ARN3.gblx.net [67.16.146.90]
                                0/ 100 =  0%   |
 10  153ms     0/ 100 =  0%     0/ 100 =  0%  IP-ONLY-TELECOMMUNICATION.Te7-3.ar1.ARN3.gblx.net [64.
215.28.18]
                              100/ 100 =100%   |
 11  ---     100/ 100 =100%     0/ 100 =  0%  sebot0001-rc4.ip-only.net [82.99.32.61]
                                0/ 100 =  0%   |
 12  ---     100/ 100 =100%     0/ 100 =  0%  sebot0001-rc2-34946.ip.only.net [212.112.160.202]

Trace complete.

C:\Users\coreybryant>

Hopefully that is something to take back to your ISP / people
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Jim P.Commented:
One I just recently ran into is that an xls file can be an html file in reality.

If you can download the file instead of trying to open it, then change the extension to HTM and see what happens when you try to open it. If it opens looking like a spreadsheet, that is probably your issue.

BTW I didn't see what version of Excel and Word, but I skimmed by.
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HermanssonAuthor Commented:
Hi!

Thanks for all comments.

Corey:
Ping is disabled.
I will forward the traceroute to them, thanks!

Gonzo:
You mean disable http and just use https or just make a particular file to download through https?
We have antivirus to scan files in the webserver but there is no exceptions or differences between pdf, zip, doc or xls

Jimpen:
It cant be html files because it works from the inside to download the same files as xls and when I open them they are ok.
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gr8gonzoConsultantCommented:
Don't disable http - just use HTTPS to download a file. You need to have it properly enabled on IIS, though.
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coreybryantCommented:
You might want to consider enabling ping for this (at least thru this).  The more information you have for all involved, the better.

Everyone always likes to blame someone else and the more prrof you have it is not that, the better
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HermanssonAuthor Commented:
Hi! The problem is gone today. My ISP says they didnt do any change but I wonder if they did anyway.

Thanks for your help of getting me thru this!

Best regards
Johnny
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