DNS not found - Shopify Website

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  • Problem
  • Updated 3 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!!
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Chris Steves

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Posted 3 years ago

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Diana, Viasat Employee

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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
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Lynn McCargar

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I have the same problem with my Shopify site too. boot-legion.myshopify.com
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Hikari Mochi

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I have the same problem and I can't access to any of my clients admin pages...
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Lynn McCargar

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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!
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Hikari Mochi

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Hi Lynn!! Thank you for the tips! It's working fine now. You saved my life!
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Lynn McCargar

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I'm glad I could help! ☺
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Chris Steves

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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....
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Lynn McCargar

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It's sad Exede's Networking group doesn't understand it's their issue! It's networking 101! If they can't understand a simple DNS problem of their's like this, what if bigger networking issues happens?! This scares me to use them now! Good luck!
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John Dicus

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I've had this issue for weeks now also, on and off.
When I speak to them I send them URL's of comments like this page, but just get an auto-message back that 'We're happy your issue was resolved".... now I've been waiting for hours for a DNS flush to occur along with a phone call.
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Lynn McCargar

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Sound like they're using Microsoft servers, if they have to flush their dns. Poor dns caching! It's best to use public dns like Google's 8.8.8.8/8.8.4.4, with 99% reliability you won't have to deal poorly maintained/configured technology/technologist! My 2 cents, good luck!
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Chris Steves

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Well, my problem (after being OK from Saturday afternoon), is now back.  No access to our website admin, which makes running our store a real problem.  I am still using the google DNS settings, but I guess Exede has settings as well that are the problem?  I really don't know, but it is pretty frustrating....
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Lynn McCargar

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Yeah, looks like their error is between the seat and the keyboard, lol!
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David Binns

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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. 
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Lynn McCargar

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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! ☺
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Chris Steves

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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.
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David Binns

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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?
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Lynn McCargar

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Windows client too?
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Lynn McCargar

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Here's another public dns server with instructions for your particular client. Good luck all!
https://use.opendns.com
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Diana, Viasat Employee

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Hi Lynn, Thanks for sharing. We appreciate it! 
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John Dicus

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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.
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Chris Steves

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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.
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John Dicus

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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)
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John Dicus

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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.
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Brian Shackelford

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Careful, you may end up in the same boat.  If you are using the service for business purposes, you may want to consider switching to the business plan from Exede.  Higher prices but better support. 

For your review:
---------------------

Found at: http://www.bestsatelliteproviders.com/exede-vs-dishnet-vs-hughesnet-internet-review/

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Old Labs (VS1-329-L12FZ)

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Further confirmed by looking no further than the DishNet Agreement:

http://www.dish.com/downloads/legal/dishNET-customer-agreement-English.pdf
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John Dicus

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*groan*
yet Shopify reports no issues from the DISH customers. Could there be a further issue on the Exede end once the signal is earthbound?
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Brian Shackelford

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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?
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John Dicus

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it says 'ping request could not find host www.rivenrock-gardens.myshopify.com
Please check the name and try again'
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Brian Shackelford

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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).
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John Dicus

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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'....
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Chris Steves

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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.....
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John Dicus

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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.
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Lynn McCargar

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John, are you using Windows as your admin client?
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John Dicus

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yes. Windows10
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Brian Shackelford

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Last thing to try.  We know that DNS doesn't work for these sites, but what about trying to ping the IPs themselves.  If that works, I have a workaround for you.

Go back to a command line and try:

ping 8.8.8.8

Make sure that gets four replies.  If so, then do the following:

ping 23.227.38.68
ping 23.227.38.69
ping 23.227.38.70
ping 23.227.38.71

Let me know those also produce four replies. If so I will take the time to write up a workaround for you (and others that might be having this problem).
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Lynn McCargar

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When you experience this issue, have you tried to flush your client dns resolve cache, using ipconfig /flushdns at the command prompt? Also, check your dns using ipconfig
command to see if you're still pointing to Google's dns, I think you showed that in one of your screen prints. I'm a little rusty with Microsoft Windows nowadays, so excuse some of my ignorance.pls!
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John Dicus

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Brian, I got replies of four lines to each ping....
4 packets sent and received each time, 0% loss.

Lynn, I've flushed cache several times... that does not seem to resolve the issue... but the problem seems to clear on its own for an undetermined reason.
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Lynn McCargar

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John, try switching your dns to Primary dns - 208.67.222.222 , secondary dns - 208.67.220.220
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Brian Shackelford

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OK John -

This is a workaround that should work, but may or may not last.....

1.  Right Click on your Start Button (or whatever it is now called in10) and then Left click on the option that says Command Prompt (Admin)

2.  When the Command Prompt opens, Type the following and press Enter:

notepad c:\windows\system32\drivers\etc\hosts

3.  When notepad opens it should have some sample data in it, go to the bottom of the file and put in the following lines:

23.227.38.68 shops.shopify.com
23.227.38.69 shops.shopify.com
23.227.38.70 shops.shopify.com
23.227.38.71 shops.shopify.com

23.227.38.68 www.rivenrock-gardens.myshopify.com
23.227.38.69 www.rivenrock-gardens.myshopify.com
23.227.38.70 www.rivenrock-gardens.myshopify.com
23.227.38.71 www.rivenrock-gardens.myshopify.com

4.  Save the file

5.  Close out of notepad

6.  Type the following command and press Enter:

ipconfig /flushdns

7. Now, try to type the following and press Enter:

ping www.rivenrock-gardens.myshopify.com

You should get a reply of 23.227.38.68.  In fact in the hosts file you really don't need the other lines after the .68 as it will always read the first one that matches, but this makes it easier if one stops working you can try a different one by just commenting or removing one of the addresses.

8.  Assuming the ping works, you should be able to close out any open browser windows and reopen them and get to the site now.

These addresses may change and if they do your access will stop working again.  This may or may not work for other people having this problem, to confirm if  it will work, they will need to run the ping command with their site from a working system to determine what the proper IP address is to put in it.

Let me know if you have any questions and also if it works.
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Brian Shackelford

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Lynn -

The following command fails and it queries directly against the google DNS server:

nslookup www.rivenrock-gardens.myshopify.com 8.8.8.8

This tells me that something is intercepting the DNS requests.
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Lynn McCargar

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Yeah, that's why I'm thinking a caChe problem. Windows was notorious for client, server cache problems!
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Lynn McCargar

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I use Android and can access my admin everytime. I think these people still having dns problems, are only using windows. Leading me to believe it's a caching problem on the windows client and Exede's windows servers.
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John Dicus

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When I try to access the site from my phone I can when using Verizon's network (which is not available from our home in a canyon), but when I go to town and use Verizon or a publicly-available network I can access it. Then I come back home and try to use the home network through the router here using Exede and I cannot access it.
I made up the notepad info... I got the correct ping of 23.227.38.68.... but still cannot access the page through the network.
I'll be uphill later on, I'll try access Verizon from there and see if I can log in using Verizon again.
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Brian Shackelford

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It is actually more likely an issue with the Accelnet servers that are part of how Exede delivers the speeds it does.  Now I am not sure if that is a Windows based software, hardware device, or something else, but it works in conjunction with the Surfbeam 2 modem. 

If I'm not mistaken it intelligently pre-fetches, caches, and compresses data for transmission across the Satellite Link and the modem decompresses it.  I know the ONLY traffic that is not inspected or compressed (to my knowledge) is some VPN traffic.  I know that in the old days you could bypass some of these issues by hooking up to a VPN service and then routing your traffic via the VPN.  I currently has both ProxPN and PureVPN in the event I am out and about and need a secure connection on a public network.

Johny - 

Another quick question - are you still in Priority Data and if not, what Plan are you on?  I have seen some issues on Liberty Pass when Priority Data is exceeded.  I don't think what you are seeing is the same thing, but just curious.

 Let me know if the workaround I wrote up works for you or not.  
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Brian Shackelford

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Johnny - 

You need to add one more line to your notepad file, it appears that www.rivenrock-gardens.myshopify.com actually redirects you rivenrock.com with a different IP of 23.227.38.32

So you need to add one more line to the hosts file:

23.227.38.32 rivenrock.com

See if that works for you.

Once added, run the ipconfig /flushdns and then ping the rivenrock.com address from a command prompt and see if that resolves properly to the 23.227.38.32 address.  Then close out all your browsers and try one last time.
(Edited)
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John Dicus

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I'm on the Liberty plan.... I don't need all the space I am privy to, so I think the smaller data package of DISH will be more than enough. I use maybe 30-35 gigs monthly. Am at 19 right now with 11 days to go. What I like is an ISP that'll connect me with Fed Ex and Shopify, USPS etc quick enough and load my shipping labels and invoices quickly, without me watching them load in line by line like when on dial up.

I did the workaround, I did get the correct response to the ping of 23.227.38.68.
But still cannot access the Shopify internals by my Windows desktop nor my iPhone
 connected through the network. I'll go up the hill fertilizing soon and will try to see if I can access it by using the Verizon wireless network rather than through Exede at home.
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Lynn McCargar

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Did you try switching to open dns as I suggested?
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John Dicus

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Brian, I added the command 23.227.38.32 rivenrock.com to the bottom of the two stacks of four.... but got no difference.... still unavailable from this setup.
Lynn, looking into DNS now.
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Lynn McCargar

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John, flush your cache too, after your changes.
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Brian Shackelford

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John - 

If you still cannot connect, then I am going to suspect it is indeed a bigger issue.  The fact that you completely bypassed the DNS servers using the hosts file rules out a DNS issue.  The only thing left is either a nasty bug on your system or by Exede's  system.

Now, if you are on the Liberty Pass right now and not on the Priority Data, I have seen these issues occur with DNS not resolving when the system is highly congested, but during the day, that probably is not the case.

I would call into Tier 1, request Tier 2 and then request Tier 2 to escalate the issue.  If they refuse, get the name, date, all the information and then open a case up with the escalations team  detailing all of this.

And - remember to remove the entries in the hosts file at some point.  

Just out of curiosity, what error do you get in the browser?  Have you tried clearing your browser cache and / or trying a different web browser on the computer as well?
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John Dicus

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Lynn, you mean changing the DNS of my router to 208.67.222.222 and 208.67.220.220 ?
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John Dicus

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Brian, yes, I've used Foxfire and some other one...as well as Chrome which is my usual browser... and Safari of course on the phone.
The issue resolves itself for a time every few days... a few days working, a couple days not, a week working, a few days not.
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Lynn McCargar

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John, are you changing your dns settings on your router?
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John Dicus

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John Dicus

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Hello Lynn, so it is the router Primary and SEcondary DNS settings that I should try changing?
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John Dicus

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or is it the DHCP IP Address Range that I should correct?
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Lynn McCargar

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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...
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John Dicus

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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.
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Lynn McCargar

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Ok John, let me know if that fixes your issue.
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Diana, Viasat Employee

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Chris, Please send your account and contact information to exedelistens@viasat.com. We'll do some additional troubleshooting. Thanks.
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Diana, Viasat Employee

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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.
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Lynn McCargar

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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!
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Brian Shackelford

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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.
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Brian Shackelford

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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.
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Bev, Champion

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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.