Unable to view Facebook photos. White box with broken image link

  • 2
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
When loading Facebook the images do not load.  They come up as broken image links.  This occurs even if I attempt to view the image link directly in a new window.  I've tried Chrome, Internet Explorer and Firefox and none of them work.  I can confirm that my Facebook account isn't the issue as it works fine on another ISP on the same device.  What I've tried:

1) Rebooted my router.  Numerous times.
2) Rebooted the Satellite Modem.  Numerous times.
3) Tried different DNS servers (Google public, OpenDNS public, Exede, etc)
4) Reboot the computer or device impacted.  (All devices have the same problem.  iPad, Kindle, PC, Mac, etc.)
5) Cleared caches on all browsers
6) Flushed DNS resolution cache on devices

I'd really like to know what's going on here and if anyone else is having the same problem.  It's been happening to me for a few weeks on and off.  It seems like it just starts to work for a few hours here and there and then stops again.
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P Sauvola

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  • frustrated

Posted 3 years ago

  • 2
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Steve Frederick, Champion

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I have no problems with FB pictures loading.
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R Frederick

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Sorry to hear that someone is still having these problems. I went through it and so have others. What I did was take my laptop to a neighbor's house who has a different server and Facebook loaded just fine. Came home and tried Facebook and no go. Went through all sorts of hassles but it finally is working again. Others have posted that they have had the same or similar problems. All you can do is complain until someone listens. I also suggest you try turning a report in to Facebook. I don't think it is a problem on Facebook's end or the problem would still be there when you take your computer to a neighbor's house. My neighbor is within walking distance so it's not like I even had to drive to see the difference. Search this forum I think you should find other complaints about this issue.
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Sandy

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Did you try Safari?
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Brad, Viasat Employee

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I would recommend different browsers and to maybe get a better idea, is it just isolated to Facebook?
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P Sauvola

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Brad, It's isolated only to Facebook. I have tried different browsers (Chrome, Internet Explorer, Firefox, Safari, Opera). I even determined that I'm unable to even ping the host that contains the images, which is actually https://scontent-lax3-1.xx.fbcdn.net/ one of Facebook's content servers. I can ping and reach images fine someplace other than my house. It is not a problem on Facebook's side, as it works everywhere but at my house on Exede. I've also replaced my router to try and that made no difference.

Also, I pinged the host itself not the URL, just for detail I included the URL. I pinged scontent-lax3-1.xx.fbcdn.net and was unable on Exede, fine on any other ISP.
(Edited)
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radbus

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I've had the same problem....
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P Sauvola

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So images worked for a few hours yesterday and now they are down again. 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. Exede please resolve this or at least return my emails asking for help.
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Martha

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I have had this same problem for several weeks, nearly every day - it seems to be only in the evenings. Very frustrating, but glad to know it's not just me.
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P Sauvola

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So here we are, still.  The images work maybe 15% of the time, and almost exclusively during the day when I'm at work.  (I've been home sick a day or two and checked then)

And I see at least one other person stating this isn't working for them still.  See their post here:  https://community.exede.com/exede/topics/the-problem-has-returned-exede-listens-folks-please-help-an...

Is this something that Exede just can't fix?
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BRIAN ROSARITO

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I have been having this same problem with Exede for several weeks with no solution from Exede.  I have also reported the problem to facebook with no results.  I have tried different browsers, rebooted computers, routers, etc and still the same.  If I switch to another internet service (for example from my iphone) then the pictures come through.  Here is the video I made to show the problem and have forwarded it to both Exede and Facebook.  Anyone out there have a solution?   https://youtu.be/6dxZwRUPlco
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Diana, Viasat Employee

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Hi Brian,  Thank you so much for capturing this on you tube.  I have forwarded this to our team.  Please send me your account and contact information to exedelistens@viasat.com. We would like to look into this further. Thanks again!
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David Binns

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I'm in the same boat, except it isn't Facebook not loading, it is my business e-commerce website.  I could live without facebook for a couple weeks, but a couple weeks without being able to login to process orders from my ecommerce site is unimaginable.

I get “Server not found” error in firefox when I try to log into my account or go to my website www.aurorahshoeco.com

Internet explorer tells me: “This page can’t be displayed”

Chrome browser tells me: “This site can’t be reached, www.aurorashoeco.com server DNS address could not be found”

I also get these same errors when I try to reach other websites that I know are hosted by Shopify, namely:

www.moopshop.com

www.tapanddye.com

I have contacted Shopify, and they tell me that there is nothing wrong on their end.  Most customers on most ISPs reach these websites fine.  All of the Exede customers in my area have reported the same situation that I have.  No problems with web surfing of any kind, but these sites hosted by Shopify will not load.

 This is a very serious issue for me because I have not been able to reach the backend of my e-commerce website for over 48 hours now from my workplace that relies on Exede.

 Please move this up the service queue!  I spent over 3 hours on the phone with your support team yesterday, but they would not let me speak directly with your “command center” and ultimately the command center told the technical support representative that I was on the phone with “there must be a problem with his computer”.  This infuriates me because it is obviously not an issue with my computer.  I can connect my PC to my AT&T mobile hotspot and everything works fine.  Also, there would have to be something wrong with all of the other computers in my shop and around my community that are using Exede internet.  The only common denominator is Exede trying to connect to this specific DNS server hosted by Shopify.

 Please push this up to higher levels of Technical support!

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Diana, Viasat Employee

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Hi David,  We can certainly do additional troubleshooting.  Please call our customer service line at 855-463-9333 when you are at the modem location.  Thanks 
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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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