Website not working - looking to troubleshoot
-
We are having issues connecting to our EHR website - this will be a long post, I hope to answer most questions in this post, please read the whole thing.
First things first: Windows 2012R2 and Windows 2016 AD/DNS servers, Windows 10 1703-1803 clients, SonicWall firewall
Client machines can access the logon page (most but not 100% of the time during an outage). Assuming they get a logon prompt, they are offered to pick their location (the typical second page after logging in), Then either the page displays - This page cannot be displayed - or it just sits white.
All other LAN traffic seems fine - can reach printers, file shares, email (locally hosted), etc.
All other WAN traffic seems fine - can reach google and search for random things and visit those pages without issue.
EHR vendor had me specifically test www.bankofamerica.com - and that did work!When I ping the EHR server (https://athenanet.athenahealth.com) it resolves (208.78.143.100), and replies to the ping.
I asked my neighboring office (they have their own connection to Cox) to try getting to the website, and while we were not getting the logon page, nor were they.
Thoughts on what to try next?
-
@Dashrender said in Website not working - looking to troubleshoot:
We are having issues connecting to our EHR website - this will be a long post, I hope to answer most questions in this post, please read the whole thing.
First things first: Windows 2012R2 and Windows 2016 AD/DNS servers, Windows 10 1703-1803 clients, SonicWall firewall
Client machines can access the logon page (most but not 100% of the time during an outage). Assuming they get a logon prompt, they are offered to pick their location (the typical second page after logging in), Then either the page displays - This page cannot be displayed - or it just sits white.
All other LAN traffic seems fine - can reach printers, file shares, email (locally hosted), etc.
All other WAN traffic seems fine - can reach google and search for random things and visit those pages without issue.
EHR vendor had me specifically test www.bankofamerica.com - and that did work!When I ping the EHR server (https://athenanet.athenahealth.com) it resolves (208.78.143.100), and replies to the ping.
I asked my neighboring office (they have their own connection to Cox) to try getting to the website, and while we were not getting the logon page, nor were they.
Thoughts on what to try next?
DO a tracerroute to the site from your location. Then try it from a mobile hotspot and check where they differ, we have that issue today with one of our customers to a state site and the Verizon and Level3 routing is going crazy, on the Sonicwall we did a routing through the secondary ISP and it works fine.
-
For reference from Cox in Hutchinson, KS
Page loads everytime. Obviously cannot log in to see second screen or not.
edit: In case you want to see the names..
-
Totally different result on their load balancers (I assume) from my home office.
-
From Cox Cable Modem in Omaha, NE
Without names - and the path is already different
-
JB - your IPs for the two are completely different
208.78.143.100
208.78.141.10I assume this is what you mean by load balancers? They also have two datacenters they are load balancing over.
-
From an AT&T cellphone.
-
assuming pinging is working - why would tracerts be helpful?
-
@Dashrender said in Website not working - looking to troubleshoot:
assuming pinging is working - why would tracerts be helpful?
To locate which route fails on your end.
-
@dbeato said in Website not working - looking to troubleshoot:
@Dashrender said in Website not working - looking to troubleshoot:
assuming pinging is working - why would tracerts be helpful?
To locate which route fails on your end.
that's just it - it's never failing to make it over the internet - while the page doesn't load - the ping keeps right on working.
It's more like the server is blocking something - or the client (web browser) is broken in some way. -
@Dashrender said in Website not working - looking to troubleshoot:
@dbeato said in Website not working - looking to troubleshoot:
@Dashrender said in Website not working - looking to troubleshoot:
assuming pinging is working - why would tracerts be helpful?
To locate which route fails on your end.
that's just it - it's never failing to make it over the internet - while the page doesn't load - the ping keeps right on working.
It's more like the server is blocking something - or the client (web browser) is broken in some way.It happens on everyone's computer?
-
@Obsolesce said in Website not working - looking to troubleshoot:
@Dashrender said in Website not working - looking to troubleshoot:
@dbeato said in Website not working - looking to troubleshoot:
@Dashrender said in Website not working - looking to troubleshoot:
assuming pinging is working - why would tracerts be helpful?
To locate which route fails on your end.
that's just it - it's never failing to make it over the internet - while the page doesn't load - the ping keeps right on working.
It's more like the server is blocking something - or the client (web browser) is broken in some way.It happens on everyone's computer?
Today - yes. Every computer in the office - all at the same time. And when it started working again for one, it started working again for everyone who tried.
It was bouncing up and down for about 30 mins before it stabilized working again.
.
Yesterday it was on about 30% of my users had this similar issue.
Solving yesterday's issue required one of the following:- wait - eventually it just started working again
- clear cache, clear browsing history, clear cookies, reboot
In the case where a user did #2 - a few people had the issue again a few hours later. It's possible/likely that #1 solutions also had the issue again, but they didn't report it to me.
-
Sounds like a vendor issue.
-
@Reid-Cooper said in Website not working - looking to troubleshoot:
Sounds like a vendor issue.
Considering I do very little to nothing on my side, and just waiting seems to solve it, I find it hard to disagree.
-
@Dashrender said in Website not working - looking to troubleshoot:
@Reid-Cooper said in Website not working - looking to troubleshoot:
Sounds like a vendor issue.
Considering I do very little to nothing on my side, and just waiting seems to solve it, I find it hard to disagree.
When we have similar payer issues (Aetna, Caresource, CGS Medicare and especially Ohio Medicaid), and it happens on 30+ pc's, I always assume its them. I then check with my cell phone and 99.9% of the time, its them and I move on.
I have noticed with a few past clients that used Athena, ECW, and NextGen, I always start with clearing the cache and go from there.
-
It’s turn out that an upstream provider to cox (maybe Zayo) is/was having issues that was breaking TLS connections.
Many people have been having issues for three days mostly on secure sites.
-
@Dashrender said in Website not working - looking to troubleshoot:
It’s turn out that an upstream provider to cox (maybe Zayo) is/was having issues that was breaking TLS connections.
Many people have been having issues for three days mostly on secure sites.
They have been doing a lot of maintenance lately so I don't doubt that.
-
@Dashrender said in Website not working - looking to troubleshoot:
It’s turn out that an upstream provider to cox (maybe Zayo) is/was having issues that was breaking TLS connections.
Many people have been having issues for three days mostly on secure sites.
<tinfoil hat>
Makes me wonder what they're REALLY doing if they're breaking TLS connections!
</tinfoil hat> -
@dafyre said in Website not working - looking to troubleshoot:
@Dashrender said in Website not working - looking to troubleshoot:
It’s turn out that an upstream provider to cox (maybe Zayo) is/was having issues that was breaking TLS connections.
Many people have been having issues for three days mostly on secure sites.
<tinfoil hat>
Makes me wonder what they're REALLY doing if they're breaking TLS connections!
</tinfoil hat>Exactly- how the hell do you break TLS unless you’re purposefully screwing with it.
-
Just received another notice a few minutes ago. Zayo is doing more maintenance - "Third-party will be performing network maintenance to to add capacity to node for their Memphis ring."
