Spark Website "The connection has been reset"

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark Website "The connection has been reset"

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hio77

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#1968813 6-Mar-2018 11:37

Is this affecting anyone being able to use the site itself?

i agree, it looks to be IDS related.

After a fair few pcaps - I'm running out of unused IP's in my collection here!

Process is very repeatable, first connect, TCP RST then it works.

In a browser, this seems to resolve itself so may be working as intended.

For me, a browser is still sub 1 second load time. even with this little RST. which is what i'd call, acceptable

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michaelmurfy

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#1968816 6-Mar-2018 11:42

@hio77 Due to how the proxy works at my workplace you're unable to get onto the Spark website:

This Page Cannot Be Displayed

The system cannot communicate with the external server ( spark.co.nz ). The Internet server may be busy, may be permanently down, or may be unreachable because of network problems.

Please check the spelling of the Internet address entered. If it is correct, try this request later.

Even after a refresh it doesn't work. This is where I first noticed a problem. The IDS shouldn't drop the first connection and is a bad look for customers who access the website for the first time since they get an error right off the bat. Never had any other sites that do this.

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freitasm

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#1968820 6-Mar-2018 11:50

hio77:

Is this affecting anyone being able to use the site itself?

In a browser, this seems to resolve itself so may be working as intended.

First time you visit you get an error message "Connection reset". After a second it redirect to the site.

You can't say this is "working as intendend"

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hio77

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#1968835 6-Mar-2018 12:12

Sorry, miss interpretation. as intended i mean, browsers handling a TCP RST in a clean motion.

Proxy situation is one i didn't consider. Depending on configuration yes this would clearly define an issue.

Think I've got defined clear examples now to address this.

On an related note, this issue being raised here, directed towards another issue that has since been fixed up :)

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TheoM

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#1970264 7-Mar-2018 00:23

I'm seeing the same from a bigpipe connection. You can lecture me later for running as root, heh.

[root@saturn hdd]# curl https://www.spark.co.nz
curl: (35) Network file descriptor is not connected

I've been in long live chat sessions where the IDS has decided to kick in and drop the session causing live chat to drop and me having to start over. It's really not a good look to have the IDS drop the first connection.

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hio77

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#1970265 7-Mar-2018 00:29

Some changes were made today.

Still not quite there. I've got replication of this down to an artform complete with pcaps and logging so its a quick cycle.

I held off on commenting hoping another change came through to completely sort this, but its definately with the right folks.

Thanks for mention of livechat experience for you, That's a tangible secondary issue at play. I'd love to have a bit more detail on the session (might help if i just get a referance number or account to backdrill)

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TheoM

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#1970266 7-Mar-2018 00:31

hio77: Some changes were made today.

Still not quite there. I've got replication of this down to an artform complete with pcaps and logging so its a quick cycle.

I held off on commenting hoping another change came through to completely sort this, but its definately with the right folks.

Thanks for mention of livechat experience for you, That's a tangible secondary issue at play. I'd love to have a bit more detail on the session (might help if i just get a referance number or account to backdrill)

Sure. Account number coming your way via PM

Edit: I would, but...

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#1970283 7-Mar-2018 06:28

Hi, just to say I too have had chat sessions drop out, sometimes returning, other times not, so yes something the backend guys need to look at.

That said, getting service via chat (not just with Spark but with other organisations) works far far better then on the phone, its sometimes easier to get technical detail across and removes a layer of english as a 2nd language related issues.

Cyril

hio77

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#1973801 13-Mar-2018 10:08

Hey guys,

How's this looking now? We have worked on a solution and tested heavily on our end (my poor servers have never pcapped and curled nearly as much!)

it Should be all sorted now!

Particularly interested in how long chat sessions go (last test i did landed with all the pokes to my lines that i didnt want done! - my perfect world! T_T )

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michaelmurfy

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#1978358 15-Mar-2018 23:54

@hio77 - still not fixed :(

:~$ curl spark.co.nz
curl: (56) Recv failure: Connection reset by peer

hio77

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#1978362 16-Mar-2018 04:59

michaelmurfy:
@hio77 - still not fixed :(

:~$ curl spark.co.nz
curl: (56) Recv failure: Connection reset by peer

Knock on effect was causing an influx of issues with the site elsewhere unfortunately.
This got roled back as such.

New solution in the works.

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vulcannz

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#1978471 16-Mar-2018 10:23

TheoM:

I'm seeing the same from a bigpipe connection. You can lecture me later for running as root, heh.

[root@saturn hdd]# curl https://www.spark.co.nz
curl: (35) Network file descriptor is not connected

I've been in long live chat sessions where the IDS has decided to kick in and drop the session causing live chat to drop and me having to start over. It's really not a good look to have the IDS drop the first connection.

IDS (D stands for Detection) doesn't do that. IPS might, but then it would just keep resetting every connection attempt. Could be SSL/Proxy/Certificate related, like a certain cipher suite / encryption method refused (or blocked by an IPS falsing a heartbleed signature).

I've also seen the issue for a while (on 2D).