I hope this is the right place to ask. I was wondering is there were any Xtra users here who could help me. Last week our NZ Clients using Xtra were no longer able to access our website, but only Xtra users.
To try to identify the issue I've remotely connected into 3 of our Xtra clients computers and ran some tests. They could correctly resolve the domain name to the IP but could not ping the IP and the trace failed once it reached the Xtra network. I was also able to access the site using a proxy, but not when using only the Xtra connection.
Trace Results: “Tracing Rout to 18.104.22.168 over a maximum of 30 hops:
1 35ms 99ms 99ms 192.168.1.254
2 53ms 56ms 49ms 222-155-61-1.jetstream.xtra.no.nz
3 * * * Request Timed out
4 * * * Request Timed out
5 * * * Request Timed out
At this point I called Xtra because there is nothing wrong witht he web server, all other AU and NZ clients can access the site so it must be an issue with Xtra. They have not been helpfuly in any way to say the least. They refuse to talk to me because I'm not a client, which I can kind of understand.
What they have told our clients that have called is the issue is:
With out website
With a firewall
With the clients computer.
This is really starting to get to me.
If there are any Xtra users here, can you please try to access any of the sites below (they are all hosted on the same web server as our site, which is also in the lsit). Thanks!
I'm still leaning towards a routing issue with Xtra or potential the ISP Filtering I’ve read about (and am fighting against here in Australia).
Anyone have any ideas or advice on how to deal with their support?