DNS not found - Shopify Website

  • 3
  • Problem
  • Updated 2 years ago
  • Acknowledged
Two days ago (4/28/16) we started experiencing a problem access our shopify hosted store admin page.  The store itself (www.jacquelynnesteves-shop.com) appears to be working OK, but the store admin (accessed through www.jacquelynne-steves.myshopify.com) is not working - we receive a DNS address not found error.  This problem is duplicated on both computers in our household, but when I try to access from another ISP (at work) I have no problem in accessing the site.

I have tried the following to resolve this issue (based on searches on the internet for help):
1. cleared history and cache on browser (chrome) - no change
2. reboot computers - no change
3. flush dns from cmd line - no change
4. tried multiple browsers - no luck
5. changed dns on both computers to 8.8.8.8 with 8.8.4.4 - no change
6. re-booted exede modem - this appeared to work last night, but this morning I could not access the site again.
6a. rebooted exede modem (today) - no luck
6b. rebooted exede modem (today) - appeared to work, but after about 10 minutes the site would no longer work.

Based on other posts to the forums, it appears that others have had similar problems (and one specifically listed Shopify).  The fact that others have similar problems at that this is happening only when trying to access through Exede leads me to believe that this is an Exede problem - but I'm not sure what the answer is....and I am still having problems accessing our website admin which is making it extremely difficult to manage our business.

The other post regarding this problem mentioned a possible solution in resetting web accelerator (I think done by Exede), but when I checked his websites that he was having problems with I was not able to access (meaning his problem isn't solved either)....

Just not sure what to try now - and I don't have the time now to spend hours on the phone with Exede.  If anyone has a magic bullet different from what I described above (or if Exede is listening) I'd love to hear about it - thanks!!
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes

Posted 2 years ago

  • 3
Photo of Diana

Diana, Viasat Employee

  • 2152 Posts
  • 382 Reply Likes
Hi Chris,  I may have a fix for you.  Please send your account and contact information to exedelistens@viasat.com.Hope to hear from you soon
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
I have the same problem with my Shopify site too. boot-legion.myshopify.com
Photo of Hikari Mochi

Hikari Mochi

  • 2 Posts
  • 1 Reply Like
I have the same problem and I can't access to any of my clients admin pages...
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
I switched my dns to point to Google's public dns - Primary 8.8.8.8, secondary 8.8.4.4 and I can access my Shopify admin site now. I hope this helps and good luck!
Photo of Hikari Mochi

Hikari Mochi

  • 2 Posts
  • 1 Reply Like
Hi Lynn!! Thank you for the tips! It's working fine now. You saved my life!
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
I'm glad I could help! ☺
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
Our access to our Shopify store was restored yesterday - but I didn't make any changes except for those that I had already made.  So I'm not sure if Exede changed something on their end that restored my connection or not.  I did get a call back but wasn't able to connect with Exede, so I'm not really sure what happened, but happy that I again have access to my website.

However, if this is a problem that requires some action by individual Exede users so that they can get access to Shopify sites (like changing DNS settings), I worry that there may be customers of ours (that use Exede) that are trying to access our stores,but can't.  I'm not sure they will spend the time to troubleshoot the problem - they will just not shop with us....
Photo of David Binns

David Binns

  • 17 Posts
  • 1 Reply Like
I started the same thread for my shopify hosted website not accessible through Exede.  I spent several hours on the phone with their support team 2 weeks ago when this first started happening.  I didn't have any luck with their support team until I started posting my issue here on this forum.  The problem just happened again to me, hopefully they will be able to remedy it again soon, but it is a major inconvenience.  It is impossible to run a business this way.  I am very close to switching to a different ISP, but I continue to be worried that customers won't be able to access my website. 
The fact that they 'fixed' my issue 2 weeks ago, and now it is back, is very discouraging. 
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
Hi David, your Shopify store isn't impacted by Exede's dns issue, so your customers will not have this problem. Please follow my instructions I've posted about switching your dns from Exede's dns to a public dns such as Google's public dns - Primary dns 8.8.8.8, secondary dns 8.8.4.4, good luck and many sells! ☺
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
And now my problem is back, again.....I have my DNS switched to google (and had switched the last time I was having problems), and now have the problem again.

I did get a message from Exede over the weekend - I couldn't answer because I was at the movies at the time but the person that called said they had disabled and then re-enabled the web acceleration.

This is just a hard way to do business - we need to get access to our store admin to check and process orders and with our access failing unexpectedly our ability to do this work is hampered.
Photo of David Binns

David Binns

  • 17 Posts
  • 1 Reply Like
Lynn,
I have changed my dns to google's public dns and others, but it doesn't work.  I've been told that Exede filters all content through their servers, so ultimately it is going through their dns.  They must route different customers through different servers, some having the issue with shopify hosted sites, others not.  When this issue happens with Chris and I, we can access any other website, just not the shopify hosted sites.  All other ISPs seem to connect to our websites without any trouble.
I have been told that de-activating the web accelerator clears up the issue.  Maybe it is a DNS resolving issue at the web-accelerator causing the issue?
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
Windows client too?
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
Here's another public dns server with instructions for your particular client. Good luck all!
https://use.opendns.com
Photo of Diana

Diana, Viasat Employee

  • 2152 Posts
  • 382 Reply Likes
Hi Lynn, Thanks for sharing. We appreciate it! 
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
Yes, even when I could not process orders customers could still place them.... 
I'd switched to Google's public dns - Primary dns 8.8.8.8, secondary dns 8.8.4.4.. that seemed to make no difference.... eventually in a few days I told Exede I was considering moving to DISH and mentioned to Shopify that was my intent just so I could process orders again (they asked me to hold on and they'd try something).... within an hour of sending those two e-mails the site was accessible to me again. Neither party claimed credit for getting it back up.
I like the speed of Exede....
but I love the marketing and order processing and apps that enable me to increase business with Shopify...... I think I can get another ISP, but I don't think I can get another Shopify right now.

But last week not being able to process orders was tough.
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
And now my problem is back, again.....I have my DNS switched to google (and had switched the last time I was having problems), and now have the problem again.

I did get a message from Exede over the weekend - I couldn't answer because I was at the movies at the time but the person that called said they had disabled and then re-enabled the web acceleration.

This is just a hard way to do business - we need to get access to our store admin to check and process orders and with our access failing unexpectedly our ability to do this work is hampered.
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
AAARRRGGGGHHHHH!!!!!
My site is off again now... when I was just on it five minutes ago... I hit a link to see something and 'DNS UNAVAILABLE' came up again.
And guess what? I have a meeting online with a Springbot expert in less than two hours to analyze my site and see how we can make the marketing work better.
Earlier this morning I was saying to myself that after running fine now for almost a week, it'd go down overnight right before I need it for this meeting... but it did me one better... it waited until two hours before!
Yesterday I got all of our sales sent off... so I'm caught up for now.... but what happens when I want to ship again on Monday?
How often can a business skip sending items it sold because it 'cannot access the computer'? I can't even refund monies if I needed to!
I am glad that Exede is watching this page... but yet the issue keeps happening.
I suppose I should look into whether this is an issue wish DSIH network or not. If DISH does not have these circumstances arising, it is my natural new ISP choice.
(Edited)
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
It seems like this is not a problem that Shopify is seeing with DISH network.
I've tried contacting EXEDE a number of times... but their help services are not very responsive.
DISH is going to cost us a lot less money bundled with our existing TV.
Due to us being long-time customers they are waiving our internet installation costs.
Their service is said to cost $50 monthly less than Exede.
I had Exede before DISH had internet service....
when DISH came along with it I thought of leaving but customer loyalty kept me with them as long as there was no trouble. But when I did have trouble with Exede regarding this Shopify dilemma I was sent automatic 'Glad your trouble was resolved' messages when it had not been resolved.
Anyways, I hope this issue does not arise with DISH. We have the technician coming by tomorrow.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
John - 

Simple test to determine if it is indeed a DNS issue.  Go to a command prompt on your computer.

Type in w/o quotes:

"ping www.jacquelynne-steves.myshopify.com

Press Enter

You should get a screen similar to the following:
------------------------------



Do your results match the above?
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
it says 'ping request could not find host www.rivenrock-gardens.myshopify.com
Please check the name and try again'
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
OK.  Now do the following (from the command line just like ping) and press Enter after each one: 

nslookup www.rivenrock-gardens.myshopify.com

nslookup www.rivenrock-gardens.myshopify.com 8.8.8.8

You should again see something like the following:
----------------------------------------


For the first time, let me know what it says for the Server: and Address: at the very top (mine are blurred out since they are internal to my network).
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
Server: Unknown
Address: 192.168.0.1

And

Server: Server-Public-dns-a.google.com
Address: .8.8.8.8

In all cases 'DNS Request Timed Out'....
Photo of Chris Steves

Chris Steves

  • 26 Posts
  • 4 Reply Likes
Thanks for all the good information and things to try from everyone.  My problem connecting to my shopify admin returned two days ago, and I have tried all the tips that you have recommended, including the sequence above - my luck seems to match John's (DNS request timed out, even when using Googles DNS servers).  Ping request was the same also (not found).

I have the Exede Evolution plan, so I don't think I'm getting jammed up with congestion.  I have flushed DNS, switched DNS to Google and OpenDNS, and nothing works.  Every other website that I try from my computer works fine - but the shopify sites (mine, John's, David's) do not load.  

When I connect with my phone (AT&T) tethered to my computer, all the shopify sites load with no problem - so this pretty clearly seems to be an Exede problem (I'm also able to connect to my shopify sites when I am at work on a cable line).  I can use my phone tether for the short term on this problem, but this is not a good long term solution.  

Besides this issue, I've been pretty happy with Exede, and the fact that someone called me back over the weekend (but I couldn't answer because I was at the movies) was nice - but the problem is still not resolved and we need to run our business using our internet.....
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
To see if it was the router I also plugged directly into the satellite modem.
I'm unable to access the Shopify shop on the home network using a cell phone, but I can access it by cellphone if I connect to the Verizon wireless service or another network when using my cellphone. But I have to walk to the top of the hill to get a cellphone reception on my phone.
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
John, are you using Windows as your admin client?
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
Hello Lynn, so it is the router Primary and SEcondary DNS settings that I should try changing?
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
or is it the DHCP IP Address Range that I should correct?
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
No, your windows client. Make sure you didn't change anything on the route. Here is a link to override your clients dhcp settings.
https://www.wiknix.com/how-to-fix-dns...
Photo of John Dicus

John Dicus

  • 19 Posts
  • 0 Reply Likes
LOL, good. I didn't think we'd want to change that.
I think I'll take a break and go out and carry some fertilizer around for  a while to stretch my legs. The nice part of the day is fast leaving. I'll look into this again later.
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
Ok John, let me know if that fixes your issue.
Photo of Diana

Diana, Viasat Employee

  • 2152 Posts
  • 382 Reply Likes
Chris, Please send your account and contact information to exedelistens@viasat.com. We'll do some additional troubleshooting. Thanks.
Photo of Diana

Diana, Viasat Employee

  • 2152 Posts
  • 382 Reply Likes
John,  Please send your account and contact information to exedelistens@viasat.com. We will do some troubleshooting from this end and see what we can figure out. Thanks.
Photo of Lynn McCargar

Lynn McCargar

  • 20 Posts
  • 5 Reply Likes
Hi Diana, my background is Network infrastructure design and Internet security. I was the Senior Technical Engineer on design work for bestbuy.com, wellsfargo.com, target.com, etc,. From my experience with these types of issues, are caused by a misconfigured dns server. I'm guessing you're using Windows servers within your infrastructure, Windows isn't the best dns server and inherently had problems replicating with dns root servers, dynamic naming and cacheing problems. Thus far my diagnosing of this problem seems to be with your dns servers or dns forwarders. You might want to reconfigure your DHCP servers to point to a public dns such as Google's or any other public dns servers. Meanwhile, open a 'Severity 1' ticket with Microsoft to resolve your Windows dns problem or use a Unix base dns server instead of a Microsoft dns. Let's please get this problems resolved once and for all and help these people!
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
Lynn - the problem isn't just the DNS as those settings are overridden by the entry of the information in the hosts file. Exede uses network acceleration servers and other traffic shaping rules to enhance and prioritize traffic across their system. In the past these issues have been due to an issue in the Accelnet servers and have taken someone in Exede's Network Operations / Engineering to resolve.

John - send the info to Exede as requested. They can and will track this down but the escalation team at Exede are the ones that can get it to the right person at Exede.
Photo of Brian Shackelford

Brian Shackelford

  • 847 Posts
  • 243 Reply Likes
I can confirm on Beam 329 that DNS is definitely appearing to be intercepted or modified as the nslookup command to any of the given addresses results in a request timing out for me as well.

I will do some further testing later, but my guess is that this is not specifically a DNS issue, but more related to the network shaping or Accelnet servers (web acceleration). I will fire up my VPN client shortly and see if bypassing the Exede network fixes the issue.
Photo of Bev

Bev, Champion

  • 3002 Posts
  • 1247 Reply Likes
It does look like the acel. server is the short circuit in this. nslookup times out for me and, on a tracert I am not seeing my acel. server's IP{ which I normally do on any other tracert, it's timing out when it goes to send me to those IP addresses. I do fine to Denver, normal hops for me but then, I get a timeout where SLC acel server should be.