How to diagnose results from tracert failing at cr81.fldfl.ip.att.net

canuckconsulting
canuckconsulting used Ask the Experts™
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I am having trouble connecting to my company's VPN.  The results of a tracert to the vpn address are shown below and ultimately time out at cr81.fldfl.ip.att.net.  

Is this indicative of an AT&T fault?  If so, is there a way to locate that outage to follow its progress?

Tracing route to vpn.***.com [****]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254] 
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     6 ms     6 ms     6 ms  217.41.217.125 
  5    12 ms    13 ms    11 ms  212.140.235.218 
  6    12 ms    11 ms    11 ms  217.41.169.9 
  7    11 ms    10 ms    10 ms  217.41.169.107 
  8    10 ms    10 ms    10 ms  acc1-10GigE-3-3-0.sf.21cn-ipp.bt.net [109.159.251.91] 
  9    19 ms    19 ms    19 ms  core2-te0-13-0-2.ilford.ukcore.bt.net [109.159.251.11] 
 10    19 ms    19 ms    20 ms  109.159.254.197 
 11    17 ms    17 ms    17 ms  166-49-211-250.eu.bt.net [166.49.211.250] 
 12    18 ms    18 ms    18 ms  82.112.101.73 
 13    17 ms    16 ms    17 ms  ae-7.r23.londen03.uk.bb.gin.ntt.net [129.250.6.54] 
 14    20 ms    20 ms    20 ms  ae-0.r22.londen03.uk.bb.gin.ntt.net [129.250.4.85] 
 15    87 ms    86 ms    85 ms  ae-5.r24.nycmny01.us.bb.gin.ntt.net [129.250.2.18] 
 16    86 ms    86 ms    86 ms  ae-13.r05.nycmny01.us.bb.gin.ntt.net [129.250.4.71] 
 17    90 ms    87 ms    87 ms  ae-0.att.nycmny01.us.bb.gin.ntt.net [129.250.9.206] 
 18   128 ms   127 ms   127 ms  cr2.n54ny.ip.att.net [12.122.115.90] 
 19   129 ms   127 ms   127 ms  cr2.wswdc.ip.att.net [12.122.3.38] 
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22   121 ms   123 ms   124 ms  cr81.fldfl.ip.att.net [12.122.1.46] 
 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.

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ste5anSenior Developer

Commented:
Can you ping your company?

Tracert shows only 30 hops. Tracert pings every hop. When a hop has ICMP blocked, then you'll get a request timeout. So this may not indicate any failure at all.

Author

Commented:
No, when I try and ping i get "Request timed out"

Regarding ICMP blocked/  Would an ATT.net hop everte5any do this?
ste5anSenior Developer

Commented:
BThomehub..home means you're in UK? Where's your company located? Cause it looks like your packages are routed to/over New York/US.
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Author

Commented:
Yes, I'm in the UK but the company is located in Florida.

Author

Commented:
I should have mentioned I use this connection daily and it was working fine until 11:30 GMT when my connection was severed.
ste5anSenior Developer

Commented:
Then you should phone or e-mail with an administrator of your company. When there is a problem, then tracert tells you, that it is somewhere after NY.

Author

Commented:
Yes, that's been done and everything is fine locally.  In fact, Florida users are able to connect to the vpn without issue.

So I am assuming the issue is with the Florida hop but I am uncertain how to confirm/disprove this.
ste5anSenior Developer
Commented:
Not sure, whether it is reliable:

http://downdetector.com/status/att

but it seems that AT&T is having issues since 9:14 AM EST. Maybe you can confirm this via your BT service hotline.
Top Expert 2014

Commented:
Trace route timeouts can be considered normal.  A lot of devices are configured to ignore the type of packets that are used by trace route.

Can you ping the IP address of your VPN server in Fla? If not, should you be able to?  You would need to ask your IT support in Fla. if you should be able to.  You can also ask them if there are any IP address in the Fla. location that you should be able to ping.
nader alkahtaniInformation security consultant

Commented:
Use the great tool PathAnalyzer,  there is free LFT tool which can trace and bypass firewalls that blocks ICMP. this method called LFT Layer Four Traceroute.

Author

Commented:
First off, thanks for all the help guys.

The link came back up mid-day and i was able to connect.  While I'm up I'd like to come away from this question with a method of more quickly and independently identifying it an AT&T outage.

giltjr - Turns out I can not ping my VPN even when it's up and that this is normal.
nader alkahtani - Next time this occurs I will give the tool a try

Here's what the TraceRT reports looks like now that we're able to connect.  It shows it getting
past all the att.net servers.  So in the event of a future failure, if I were to see it failing at an att.net server would I be correct in assuming it is an AT&T Fault?  And is there an online resource to look for faults using the ip address of one of their hops?
Tracing route to vpn.***.com [***]
over a maximum of 30 hops:

  1     1 ms     1 ms    <1 ms  BThomehub.home [192.168.1.254] 
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     6 ms     6 ms     6 ms  217.41.217.125 
  5    12 ms    12 ms    11 ms  212.140.235.218 
  6    11 ms    11 ms    12 ms  217.41.169.9 
  7    11 ms    11 ms    11 ms  217.41.169.107 
  8    10 ms    10 ms    10 ms  acc1-10GigE-3-3-0.sf.21cn-<wbr ></wbr>ipp.bt.net<wbr ></wbr> [109.159.251.91] 
  9    20 ms    19 ms    19 ms  core2-te0-13-0-2.ilford.uk<wbr ></wbr>core.bt.ne<wbr ></wbr>t [109.159.251.11] 
 10    21 ms    20 ms    20 ms  109.159.254.197 
 11    17 ms    17 ms    17 ms  166-49-211-250.eu.bt.net [166.49.211.250] 
 12    18 ms    18 ms    18 ms  82.112.101.73 
 13    17 ms    17 ms    17 ms  ae-7.r23.londen03.uk.bb.gi<wbr ></wbr>n.ntt.net [129.250.6.54] 
 14    20 ms    27 ms    20 ms  ae-0.r22.londen03.uk.bb.gi<wbr ></wbr>n.ntt.net [129.250.4.85] 
 15    85 ms    85 ms    85 ms  ae-5.r24.nycmny01.us.bb.gi<wbr ></wbr>n.ntt.net [129.250.2.18] 
 16    86 ms    87 ms    87 ms  ae-13.r05.nycmny01.us.bb.g<wbr ></wbr>in.ntt.net<wbr ></wbr> [129.250.4.71] 
 17    88 ms    87 ms    87 ms  ae-0.att.nycmny01.us.bb.gi<wbr ></wbr>n.ntt.net [129.250.9.206] 
 18   130 ms   127 ms   127 ms  cr2.n54ny.ip.att.net [12.122.115.90] 
 19   128 ms   128 ms   127 ms  cr2.wswdc.ip.att.net [12.122.3.38] 
 20   125 ms   123 ms   127 ms  cr1.wswdc.ip.att.net [12.122.2.29] 
 21   125 ms   123 ms   123 ms  cr2.ormfl.ip.att.net [12.122.5.141] 
 22   125 ms   123 ms   124 ms  cr81.fldfl.ip.att.net [12.122.1.46] 
 23   127 ms   127 ms   128 ms  gar6.fldfl.ip.att.net [12.122.143.209] 
 24   126 ms   128 ms   127 ms  *** 
 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.

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Top Expert 2014
Commented:
It's very difficult to use tracer route to diagnose a problem over the Internet.  The biggest reason is that there are multiple paths and you may not take the same path every time.  In fact in a TCP stream each individual packet could take different paths.

No ISP that I know of has a "status" page that shows individual path failures.

If your Fla. offices ISP is AT&T and your office has a single link, then if you knew the "outside" IP address of the last hop router (the last AT&T owned equipment before your router) you could assume a few things.

Do you know if you can ping the outside interface of your company's router that connects them to the AT&T network (assuming your ISP is AT&T)?

If so if you can ping your company's outside interface, you would know the problem is most likely within your company's network.

If you can't ping your company's router, but you can ping the outside interface of AT&T last hop, then you can assume the problem is the link between AT&T and your company.

If you can't ping the AT&T last hop router, then the problem is somewhere between you and that router.

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