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    Website not working - looking to troubleshoot

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    • D
      Dashrender
      last edited by

      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?

      D 1 Reply Last reply Reply Quote 1
      • D
        dbeato @Dashrender
        last edited by

        @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.

        1 Reply Last reply Reply Quote 1
        • J
          JaredBusch
          last edited by JaredBusch

          For reference from Cox in Hutchinson, KS

          Page loads everytime. Obviously cannot log in to see second screen or not.

          0_1541618539717_e67f238c-65f8-43c0-8307-e3ef7b68fc0e-image.png

          edit: In case you want to see the names..
          0_1541618628775_8f6506cc-345d-4672-ae5e-479e5d35d19a-image.png

          1 Reply Last reply Reply Quote 0
          • J
            JaredBusch
            last edited by

            Totally different result on their load balancers (I assume) from my home office.

            0_1541618730434_99e0ae51-d899-43f6-9298-0a10baa04bc7-image.png

            1 Reply Last reply Reply Quote 0
            • D
              Dashrender
              last edited by

              From Cox Cable Modem in Omaha, NE
              0_1541618563385_9e470ceb-b8b2-437e-86d2-a02955b3f4d6-image.png

              Without names - and the path is already different
              0_1541618630451_079cbd49-b386-47d5-8f5b-d60fc91db3da-image.png

              1 Reply Last reply Reply Quote 0
              • D
                Dashrender
                last edited by

                JB - your IPs for the two are completely different

                208.78.143.100
                208.78.141.10

                I assume this is what you mean by load balancers? They also have two datacenters they are load balancing over.

                1 Reply Last reply Reply Quote 0
                • D
                  Dashrender
                  last edited by

                  From an AT&T cellphone.

                  0_1541618935919_254a7f56-ba06-441c-83f7-a9679d1aed2f-image.png

                  1 Reply Last reply Reply Quote 0
                  • D
                    Dashrender
                    last edited by

                    assuming pinging is working - why would tracerts be helpful?

                    D 1 Reply Last reply Reply Quote 0
                    • D
                      dbeato @Dashrender
                      last edited by

                      @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.

                      D 1 Reply Last reply Reply Quote 1
                      • D
                        Dashrender @dbeato
                        last edited by

                        @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.

                        O 1 Reply Last reply Reply Quote 0
                        • O
                          Obsolesce @Dashrender
                          last edited by

                          @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?

                          D 1 Reply Last reply Reply Quote 0
                          • D
                            Dashrender @Obsolesce
                            last edited by Dashrender

                            @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:

                            1. wait - eventually it just started working again
                            2. 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.

                            1 Reply Last reply Reply Quote 0
                            • Reid CooperR
                              Reid Cooper
                              last edited by

                              Sounds like a vendor issue.

                              D 1 Reply Last reply Reply Quote 1
                              • D
                                Dashrender @Reid Cooper
                                last edited by

                                @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.

                                pmonchoP 1 Reply Last reply Reply Quote 1
                                • pmonchoP
                                  pmoncho @Dashrender
                                  last edited by

                                  @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.

                                  1 Reply Last reply Reply Quote 0
                                  • D
                                    Dashrender
                                    last edited by

                                    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.

                                    pmonchoP dafyreD Mike DavisM 3 Replies Last reply Reply Quote 1
                                    • pmonchoP
                                      pmoncho @Dashrender
                                      last edited by

                                      @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.

                                      1 Reply Last reply Reply Quote 0
                                      • dafyreD
                                        dafyre @Dashrender
                                        last edited by

                                        @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>

                                        D 1 Reply Last reply Reply Quote 2
                                        • D
                                          Dashrender @dafyre
                                          last edited by

                                          @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.

                                          pmonchoP 1 Reply Last reply Reply Quote 1
                                          • pmonchoP
                                            pmoncho @Dashrender
                                            last edited by

                                            @Dashrender

                                            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."

                                            D 1 Reply Last reply Reply Quote 0
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