Problems on Evolution - Ancestry.com web site problems

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This was posted on another thread and probably should not have been there. Posting here for possible feedback or solution.

I am on Evolution. I am not in DAP but I have been having a problem with Ancestry.com for weeks now. I called Ancestry and went through all of their steps to clear my browser, etc. and none of that helps. They say the problem is most likely with my server, not with their web site. Just now when I tried to log in to my account I received an error message that the server was redirecting the request - try again. No luck with that. After a couple of tries I was eventually able to log in. This type of thing has been happening frequently. I can be on the site and am kicked off repeatedly when I try to access another section of the site. It doesn't matter which browser I use - I clear the cache and cookies, reboot, etc. Lately when I try to work on the site and can stay on there for a short period time without being kicked off  things soon slow down to a crawl. Another thing is that pages may fail to load fully and often I get a spinning wheel on my browser tab that never stops spinning. I have had this happen on other web sites too although I don't usually spend as much time to do work on those sites as I do on Ancestry.com therefore it is of less concern. 

To make it clear, I am not even close to DAP when this occurs. I am at 2.9% of my usage now with 5 days to go so things should not be so slow. I have a newer computer, new router so I do not believe either of those are the culprit.

The problem only seems to happen with certain web sites and it certainly appears as though something strange is happening and it is recent. Since I'm not in DAP it doesn't seem as though it is related to the problem others are having but I am now wondering if there are others who are on Exede having problems with Ancestry and could it be.....? A while back I had a problem not being able to access Facebook only when I was using Exede - walked to my neighbor's house with my laptop and the site loaded just fine (he is not on Exede). There were many others here who began to report  having the same problem. I went through weeks of trying to resolve the problem and dealing with tech support people who could not fix it - even had a repairman at my home. It was fixed for me shortly after I had a conversation with a very nice gentleman in the Colorado office but I know others continued to have the problem for a while. Because of that experience I understand the weirdness that can happen when using Exede and now I am wondering if my latest problem is in any way related to the change in Evolution.

Thanks for any assistance~
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R Frederick

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Posted 1 year ago

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redave

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This happens to us ALL the time, but i was [am?] blaming ancestry, as it only happens with them. we are on Liberty... and we use ancestry daily and in the middle of sessions either me or my wife, we get booted off all the time, and have to log back in VERY frustrating.
EXEDE can you confirm this is not an issue with our ISP?
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redave

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Well, talking with my wife right now... no, it does lag a bit of course, but we are saying that we are generally pleased with the response with Ancestry just hate getting 'logged off' all the time
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R Frederick

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Are you on the Evolution plan?
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redave

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Nope, the 'Liberty" plan. we are going to do some testing tonight, we are at my sisterinlaw's with wicket fast cable internet [internet heaven!] we'll see if we can get bumped off while we are here
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R Frederick

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Hope you can report back it will be interesting to see what happens.
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redave

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Well, the short answer is that we've not gotten 'bumped' off here. However, we are 'visiting' and we have not been on Ancestry.com quite as much or for as long a time period as we might of back home on Exede... we'll try a little more today, but i don't know how much.
I think it also could be a little of both. Ancestry may have some logon issues that are 'slight' and Exede just makes it worse, so that most folks aren't as bothered by it as we are...
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John Blount

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I am not an expert by far, but I wonder if the satellite latency is the culprit? 
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xode0000, Champion

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I had no problem pulling up the front page of ancestry.com.  However, I don't have an account there so I couldn't dig any deeper.  I suspect that speed is not an issue since I keep my internet connection throttled at 150 kbps (0.15 Mbps) (about 3X dial up speed).

However, when I did a trace route to ancestry.com, I found, that, as soon as I got anywhere close to ancestry.com, the network nodes started timing out on me.  R Frederick might want to do a trace route to ancestry.com and see what that shows.  Details on how to do a trace route are at: https://www.lifewire.com/tracert-command-2618101
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R Frederick

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Thanks! I am on a Mac and it looks like the instructions are for Windows. I'll try to check tomorrow and see if I can find instructions for doing it on a Mac if they aren't too geeky and beyond my capability. I'm not sure I understand what network nodes timing out might mean but I'm willing to try if someone gives me an explanation. Does this mean it is something that would impact users of Ancestry who are only Exede customers and is it Ancestry causing it or is it that Exede for some reason can't "talk" to Ancestry all of the time?
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xode0000, Champion

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Here are the instructions for a Mac: https://www.godaddy.com/help/performing-a-traceroute-in-mac-os-x-3366  Also, you can see summary instructions in the screenshot below.  If you click on that screenshot, a separate browser window (or tab) will open with the full size image.

A node is a router between you and the website you are visiting that forwards data between you and that website.  Such a node can be owned by any communications company and it is my understanding that only the first few nodes closest to you are owned by Exede.

A traceroute will query each node in sequence and ask for an "I'm present" response, starting from where you are connected to the internet, and will work its way to the website you are visiting.  A node timing out means that node did not respond at all to the traceroute's query.

Nodes that time out could very well be the cause of the problem you are having but, to further pursue a solution, you would need to find out who owns those nodes.  You might want to lean on ancestry.com and get them to find that out and get the problem fixed, since it is their website that is not working but for which you paid for an account there.

Another line of pursuit that you might want to take is the following: from what I have read so far, Akamai Technologies, or Prolexic, a subsidiary of Akamai, owns a lot of those nodes and those nodes apparently have cache of their own that might have gotten corrupted and that could be the cause of your problem.  Having ancestry.com go to Akamai and asking them to make sure that their nodes are properly forwarding the data between you and ancestry.com could fix your problem.  It would be an extension of ancestry.com "asking you to clear your browser cache and cookies" except that ancestry.com would be asking Akamai to "clear their browser cache and cookies."

(Edited)
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Diana, Viasat Employee

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Hi redave, I am not sure why you would be bumped off of the website unless it is due to slow speeds.   Are you in data restriction at this time. I have not had any reports regarding Ancestry.com.  Please send an email to exedelistens@viasat.com and we can do some investigating.  Thanks
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R Frederick

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@Exede Diana I am the one who posted this originally - perhaps if you read the original post you will understand the entire context. I know you are probably doing your best with all of the posts here but not responding to the actual first post in the thread is why so many here become frustrated. It says plainly what the problems are and that I am not in DAP. Thanks, hope you will read my post and then come up with some helpful suggestions.
(Edited)
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redave

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And yes, i'm wondering with John above, if lag/latency, while not a problem with us seeing/using ancestry, [user experience anyway] is somehow affecting our 'connected/logged in' state
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R Frederick

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If that is the case why just certain web sites and not others? Perhaps I don't understand latency. Exede Diana says above it should not be happening unless due to slow speeds - such as being in DAP. I've tested my speed when this has occurred - granted there are times when Exede is slower than others but then there is a problem with everything even email. Why would a site like Ancestry be painfully slow to use or constantly kicking users off? Before Exede I used an AT&T air card attached to an antenna on my roof  to access the internet and did not have such problems with Ancestry and believe me that was a pretty crummy way to have to connect. I think the reason there hasn't been much mention of the problem with Ancestry is that most of us have tended to blame Ancestry for the problem. I certainly did until things became even worse lately and they told me they felt the problem was my server.
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redave

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Latency is the lag between me clicking on a web link on my computer at home, going thru my router, modem to the satellite dish, then the satellite in orbit, then back down [to honolulu of all places, according to the chart] then to another Exede location before going to whatever location the Ancestry web server is located. That process happens twice my click going up, and the return information back to my computer. that process is way longer both in distance, and time than using a terrestrial ISP, including using an air card [which does have it's other issues] Secured connections in particular don't like lag sometimes. In the past i have had trouble with my bank, but that seems to be better these days. I use VPN for work sometimes, and it will work but it bogs down a lot.
but... that all might not be related to the Ancestry.com problem at all... They might just be pointing the finger at us.. LOL
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R Frederick

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I have meant to get back to this for a while now but life got in the way with problems that had nothing to do with Ancestry.com or Exede. I have no idea what happened to fix the problem but it has gone away. There was a definte difference very shortly after the posts re problems with Ancestry.com. I can only think that someone at Exede must have fixed the problem and if that is the case thank you so very much!