I cannot connect to this shopify hosted website via EXEDE, but I can with other ISP

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  • Updated 2 years ago
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My internet seems to be working correctly otherwise, but I cannot connect to the following websites with my Exede internet account, can you?
www.aurorashoeco.com
www.moopshop.com
www.tapanddye.com

Common thread: Each of these e-commerce sites is hosted by shopify. 
I can access all 3 of them via my mobile phone using AT&T Data.  I can also connect to these websites via other ISPs.   My neighbor uses Exede, and she cannot reach these websites either.
I'm convinced there is something between the Shopify Host and Exede as an ISP that has been
down for the past 36 hours.
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David Binns

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Posted 2 years ago

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John Albano

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Tried all three...no problem for me!
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David Binns

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John, are you connecting with Exede?

maybe it is an issue with the specific Exede beam that I'm on.
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Frank And Cherri

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I am on Excede.  I cannot view any of the above three listed sites
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R Frederick

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Some of us had problems with Facebook a few months back - others did not. Sounds like a similar situation.
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David Binns

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how long did it take for the facebook issue to be resolved?

It is difficult to run a business this way.
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R Frederick

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It was a weird problem and took quite a while to resolve. I am still not quite certain how it was finally resolved but I did quite a bit of calling and posting to the forum. After the issue was resolved for me others on here were still having the problem. It was the same sort of thing I could access FB by using a neighbor's ISP just not Exede.
(Edited)
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David Binns

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I could live with losing facebook for a little while, but not being able to access my own e-commerce website hosted by Shopify is a big problem for me.  Going on 48 hours.
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Grumpyoldman

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Tried all three! works fine! Nice looking sites!
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Frank And Cherri

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I have been experiencing this same issue as well.  Shopify has confirmed that this is happening, and the issue is "bouncing around."  In other words, the issue goes away for a short time only to return.

The only way I can access my site at home with my Excede connection is to pay for VPN.  My other choice is to drive 30 miles to the nearest town for a Wifi hotspot.

Excede says the problem does not exist.  I assure you it does.
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Steve Frederick, Champion

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I am on beam 314, I cannot connect to any of those.

However, I cannot connect using Verizon internet either, all show DNS resolution errors. Not sure where the problem lies.
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David Binns

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Thanks for the feedback Steve.  This is the trouble I'm running into.  Very sporadic.
I cannot connect to the sites via Exede, but then I connect to the internet on the very same PC using my AT&T hot spot, and it works. 

I posed the question to my customers on Facebook and some customers reported being able to load the page via Verizon wireless, others using Verizon wireless could not.

I spent over 3 hours on the phone with Exede, and they will not accept that there is a problem on their end because other websites load fine.

Spent hours more on the phone with my web host Shopify, and they tell me it is not a problem on their end because my website can be accessed via other ISPs.
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Bev, Champion

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Try clearing your browser. If you do not know how, search for either CCleaner or Eusing's Cleaner and use one of them. Both are free to use and work well. You may also wish to try a different browser. I am able to connect to all three sites on Firefox beam 332.
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David Binns

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Thanks for the feedback. 
I think it is important to note that almost every other website that I've tried works fine.
I did clean all of my browsers (Chrome, Firefox, Internet Explorer) 
Did the ipconfig /flushdns
released & renewed IP address
All of the standard techniques were done on both windows machines that are on this network.  Nothing has helped except when I connect the same PCs to an ISP other than Exede.
 
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Diana, Viasat Employee

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Hi David, Thanks for letting us know about your websites, not loading.  I was able to log into all three websites on our Exede terminal with Firefox and Google. The websites are not being blocked.   Please clear cache, cookies, and history in all your browsers.  I would also do a reboot of your entire system. see below how we suggest you do so.

Here is the correct way to restart your computer, wireless router, and modem (and yes, the order really does make a difference!


  • REBOOT MODEM COMPUTER ROUTER
  • 1) Power-down the computer connected to your modem.
  • 2) Power-down the router (unplug it). 
  • 3) Power-down the modem (unplug it for 2 minutes)
  • 4) If you have an Ethernet cable connecting your computer to the modem, disconnect it. 
  • 5) Make sure the Ethernet cable from the router is plugged into the back of the modem
  •  *Note: Wireless routers do not require a cable connection to the computers they support. 
  • 6) Plug in the modem.
  • 7) Wait until all LED lights on the modem are solid 
  • 8) Power-up the router. 
  • 9) Power up your computer


Please feel free to send your account and contact information to exedelistens@viasat.com or all Exede Customer Service if this does not help.
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Old Labs

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When you connect though Exede you're taking a different path to the web site(s) than when connecting through AT&T. Others connecting through Exede are taking different routes dependent upon their gateway/core node servers. Your neighbors tak the same path since they're on the same gateway/core node. For example all of my traffic goes through Exede's Lovelock, NV and Salt Lake City, UT infrastructure.  

Try using the tracert command from the DOS command prompt. For example:

tracert moopshop.com

It may help to identify which hop along the route (whether ViaSat or someone else) is having a problem.

See:

http://www.howtogeek.com/134132/how-to-use-traceroute-to-identify-network-problems/

If the problem is outside of Exede's infrastructure about the only thing you can do is report it and wait it out.     
(Edited)
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David Binns

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Thanks for the feedback.  When I try tracert I get "unable to resolve target system name www.aurorashoeco.com";
I get the same message with the other 2 websites, but when I try another address like www.cnn.com, the tracert works fine.

I'm narrowing it down that there is an issue somewhere on my Exede beam processing the DNS record that shopify uses for hosting our websites.  Shopify says it isn't their problem because all other ISPs connect fine.  Exede says it isn't their problem because I can reach all other websites fine.
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Brian Shackelford

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David - 

I didn't read the entire thread, but it is probably the DNS servers your system is using to resolve the addresses that are the problem.

Since you plugged your computer directly into the modem, it is probably the exede DNS servers being assigned to your system.

You can confirm this by plugging your computer directly into the exede modem and setting it to use google's DNS (8.8.8.8) and see if you can resolve those addresses.  If so, then the problem is definitively the DNS cached address on Exede's network that you are getting assigned.

You can open your network card properties, go the TCP/IP 4 protocol, at the bottom you should see the options to manually set the DNS.  You don't have to set both, but can try 8.8.8.8 for the first and 4.2.2.1 for the second.

Let us know if that helps.
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David Binns

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Thanks for the suggestion Brian.  I did try changing my TCP/IP 4 protocol to the Google DNS 8.8.8.8.  Also tried 4.2.2.1.  Neither one changes my problem.

I read in another post about Exede customers having issues with specific websites (Facebook in this case) - "Since all DNS is proxied through the Exede servers, it isn't like we can use another set of DNS servers to fix this ourselves."

Apparently it doesn't matter what DNS settings I select on my end, it is all routed through Exede's servers, which is where I believe the problem exists.
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Brian Shackelford

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Actually it is more likely due to the web accelerator or something else.  I use the Norton in my Buffalo router to block unsafe sites.  It uses a different set of DNS servers to check sites against, so I am pretty sure it isn't just the DNS query.  Did you attempt to ping the addresses after changing the DNS?

Also once changes, try typing "ipconfig /flushdns" and pressing enter.  Then try to ping the address.

You can also try from a command line:

"nslookup www.google.com" and pressing enter.  It will try to use the default DNS servers to resolve the address.

Then you can try:

"nslookup www.google.com 8.8.8.8"  and pressing enter.  This will use the DNS server 8.8.8.8 to attempt to resolve the address.

Obviously substitute the addresses you are having problems with for www.google.com in the above examples.

Do this with computer straight to modem to ensure your firewall / router is not affected.

Also, prior to the above just to go by what Tier 2 will tell you to do first:

1. Disconnect computer / router from the modem and Power off the computer
2. Unplug power from the modem - preferably at the power brick
3. Wait 2 Full minutes (not 2 half minutes .... little joke there - need to smile)
4.  Plug modem back in
5.  Wait until the 4th light is flashing
6.  Plug your computer back into the modem
7.  Turn your computer on

See what your results are.  There is a LOT of backend stuff going on with Exede, web accelerator and other stuff that they do not share a lot of light on what these are with Tier 1 or 2, you actually have to get it escalated to engineering which requires a feat of imaginable persistence and resolve on your part as well as the ability to take the abuse of made to feeling as if you are a complete idiot and have idea what you are talking about.

Also send an email to exedelistens@viasat.com and see if they can help you out.  Sometimes you get a response, sometimes you do not.

Good Luck
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Jim16, Champion

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All the sites open for me.  Beam 310
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David Binns

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I'm back on the line with tier 1 technical support.  It takes 5 minutes for them to verify my account, read through all of my account notes (which are adding up now), and then move me on to hold for tier 2. 
I already spent 3 hours with tier 2 support yesterday.  They would not let me talk directly with tier 3 support, but the tier 2 support talked to tier 3 while I was on hold.  A lot is lost in translation this way.  Ultimately tier 3 told tier 2 to tell me that there was a problem with my PC and there was nothing more they could do.  This is a total cop-out.  It very obviously has nothing to do with my PC when it is affecting everyone in my area that is an Exede customer, and when I connect to another ISP through the same PC, the issue disappears. 

...just got off hold after 10 minutes to be told that tier 2 will not speak with me because they already tried all of their tricks yesterday.  Now they are saying that Tier 3 is aware of a problem and they are working on it.  They will not tell me what they are working on, or how long they expect this to last.

We will see what can be accomplished first, me finding a new service provider, or Exede fixing this issue.
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Brian Shackelford

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And welcome to my world.  Exede is great when all is working fine, but then something changes and you spend hours, nay days trying to get an answer and maybe finally someone actually takes you seriously and looks into it.  I have actually spoken with at least one Tier 1 person that was more knowledgeable than the Tier 2 rep I was then passed on to.  Literally most times the answer from Tier 2 is add 1 GB and you are over your data.

Good luck with your issues.  Feel free to try what I suggested above and let us know.
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David Binns

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I was contacted directly by a customer support representative, I believe only because I broadcast my troubles on this forum.  She was very apologetic and helpful and she was able to resolve my issue remotely by disabling & re-enabling my web accelerator.  I'm not sure excatly what the web-accelerator is or what it does, but by turning it off my issue still existing, when she turned it back on it went away.  Strange.
I am able to access my website now, but I'm still wondering how many other customers may not be able to connect to my site to make a purchase due to this same issue.
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David Binns

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I should also add that disabling and re-enabling the web-accelerator was attempted yesterday to no avail. 
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Chris Steves

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I came here as we started seeing a similar issue with our shopify hosted store website on Thursday (4/28) - although we could get to our main store (www.jacquelynnesteves-shop.com) we could not get to the admin page to manage the store and process orders.  

I have tried all of the tips/tricks I could find (clear cache, flush dns, reboot, change dns settings to 8.8.8.8, sacrifice a chicken....) and the only thing that has worked is to reboot the Exede modem - and then it only worked for a short period of time (admin page came up for a while, but when I tried to navigate to another part I got the same DNS not found message) and doesn't work every time.  I tried to access from another ISP (at work) and had no problem accessing, so I do believe it is related to Exede.

I just tried accessing your websites that were listed at the top of the post, and cannot get to them (DNS address could not be found) - sorry to be the bearer of bad news but your (and my) problem still seem to be there.....
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Diana, Viasat Employee

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Hi Chris, I was able to get David back to the website.  Please send your account and contact information to exedelistens@viasat.com. Thanks
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Bev, Champion

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I can access all of the shopify sites and ESVT shows acceleration is on for me. I tried in both Firefox and Edge. If I put the www, it does not load but if I replace that with http:// it works fine.

Your link fails to load but this load fine. http://jacquelynnesteves-shop.com/
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Chris Steves

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Thanks Bev - actually I can also access our shop page but we cannot access the admin page (http://jacquelynne-steves.myshopify.com/ ).  I don't know how to check if our web acceleration is on or not - what is ESVT?
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Bev, Champion

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ESVT is the new usage monitoring tool available to direct subscribers. If you subscribe though another company like DTV or Dish, then you won't be able to use it but, here's the link if you want to look at it. Just log in with your normal account credentials and accept the user agreement.
https://myesvt.exede.net/
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Frank And Cherri

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Yup,  issue has returned.  
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Brian Shackelford

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You can also log into the modem (normally @ http://192.168.100.1) and click on the Modem link (Blue Square left side of the page) and scroll to the bottom.  You will see something about Web Proxy status.  If it says disconnected then the accelerator is no longer active at that moment.
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Markgc, Champion

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What is the Exede web accelerator ?  Is it some sort of server cache dedicated to your account ?
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Steve Frederick, Champion

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The accelerator is a software tool Exede uses to package the pieces of data that websites send out to help reduce the apparent latency in satellite internet. Websites typically send out short pieces of data which are eventually put back together to complete the transaction you requested. On traditional ISP networks, this happens at your computer, with Exede it is done at their ground station the speed things up bu not having those additional delays caused by multiple transmissions of the smaller parts of data.
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Markgc, Champion

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Thank you for that explanation.
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Bev, Champion

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If it were a human conversation, it would go something like this:

W/O Acceleration
It: Hi
You: Hi I'm Joe
It: Who are
You: What?
It: you?

With Acceleration:
The Acceleration server caches and puts whole sentences together.
It: Hi, who are you?
You: Hi, I'm Joe.

2 round trips to the satellite vs 4 without acceleration and, fewer of those long trips means we don't notice the latency as badly.