Media Temples Response About ISP Blocking Our IP Stopping Videos

[s3bubble]

Hi All,

I wanted to create a post here so everyone can see our frustration and are fully up to date where we are with this issues.

[s3bubble]

This is a response to a call from Samuel East, who was able to authenticate through this account.
Thank you for the chat today. You contacted us about an IP address that was being blocked by (mt) Media Temple that was affecting the functionality of your websites.

We have reviewed your request and determined that it requires the assistance of a higher level staff member or systems administrator. Please anticipate a brief delay while we reassign your support request to a staff member who is better equipped to service your needs.

We make every effort to serve all customers in a timely fashion, but due to the complexity of your request, it may take a little more time than usual. We thank you in advance for your patience.

Best regards,

Cleveland B. Jr.
Customer Support
(mt) Media Temple
310-841-5500

[s3bubble]

The IP address 91.208.99.2 has been removed from our filters.

If you have any further questions regarding your (mt) Media Temple services, please feel free to contact us at any time.

Best regards,

Kenneth P.
Systems Engineer
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Kenneth,

When will this go through it still appears to be blocked.

http://mindfulnessexercises.com/nature-sounds-woodland-bridalway/

And also this one.

http://citybiblegroup.com/about-city-bible-group/

And maybe two more why are these being blocked in the first place? Getting lots of angry customers saying their audio is no longer streaming on their websites?

Best Regards

Sam

[s3bubble]

Hello,

Thank you for contacting (mt) Media Temple!

At this time the IP you gave us 91.208.99.2 is not on any blocklist. I was able to access those two sites without issue and I can confirm that the sites are resolving fine from the outside by using a proxy server. Please clear out your browser’s cache if you are not able to see those sites still, and you may want to check to see if you still have the same IP as you may have had your IP changed and the new one may or may not be on our blocklist as well. I also suggest checking to see if the sites are resolving from a different physical location such as Starbucks or a neighbor’s house.

Unfortunately I cannot discuss the specifics regarding the IP block done by our Admins but I can say that it was done in an attempt to protect our network and servers, something that is taken very seriously.

If you require any further assistance, please do not hesitate to contact us by replying directly to this support request, open a chat in your AccountCenter, or call us at 877-578-4000. We are here 24/7 to assist you. Thank you for continuing to use (mt) Media Temple for your hosting needs.

Best regards,

David F.
Customer Support
(mt) Media Temple
310-841-5500
310-564-2007

[s3bubble]

Hi David,

This is no good at all the ip’s still seemed to be blocked this morning they did work briefly and i told my users the issue was resolved now i have even more angry users saying the same thing is happening this morning why are these getting blocked? i can’t just tell them my host is blocking your ip’s but will not tell me why they wont listen to that.

And it seems to have started happening only recently which is weird, please i really need to get this resolved, is there a way i can check for blocked ip’s myself.

Issues today.
url: http://citybiblegroup.com/about-city-bible-group/
ip: 50.62.66.173
host: GoDaddy

url: http://heaven-on-earth.co.uk/?page_id=1101
ip: 95.142.152.194
host: uk web hosting

url: http://mindfulnessexercises.com/nature-sounds-woodland-bridalway/
ip: 198.23.86.85
host: site5

I need a solution to resolve this i am running a service on the media temple platform and i have no control over why you guys are blocking some of my users ip’s.

Please help

[s3bubble]

Thank you for your inquiry to (mt) Media Temple.

I am not able to locate a block on any of those IP addresses. Are you certain that blocks are the cause of the issue? Please provide us with the error message they are seeing when they try to access your sites. Additionally, please have one of the affected users run a traceroute for “216.70.112.79” and respond to this support request with the results so that we can investigate further. For more information on how to run a traceroute, please see:

Using the traceroute command
http://kb.mediatemple.net/questions/736

If you have questions about the information within this support request or any of your (mt) Media Temple services, please feel free to contact us at any time.

Shawn H.
Senior Customer Support @ (mt) Media Temple
310-841-5500
@MediaTempleHelp

[s3bubble]

Hi Shawn,

Here is a traceroute ran from http://mindfulnessexercises.com.

traceroute to api.s3bubble.com (216.70.112.79), 30 hops max, 40 byte packets
1 * * *
2 ae0.dar02.sr01.sjc01.networklayer.com (50.23.118.132) 0.424 ms ae0.dar01.sr01.sjc01.networklayer.com (50.23.118.130) 23.967 ms 23.974 ms
3 ae8.bbr01.eq01.sjc02.networklayer.com (173.192.18.248) 7.570 ms 0.809 ms 50.97.19.164-static.reverse.softlayer.com (50.97.19.164) 0.780 ms
4 equinix-ix.sjc1.us.voxel.net (206.223.116.4) 0.932 ms 0.893 ms 0.855 ms
5 173.231.161.193 (173.231.161.193) 44.622 ms 44.619 ms 44.589 ms
6 0.te1-2.tsr1.dal2.us.voxel.net (107.6.99.249) 79.289 ms 79.355 ms 79.060 ms
7 0.te2-2.tsr3.iad1.us.voxel.net (173.231.161.189) 79.180 ms 78.987 ms 78.952 ms
8 173.231.160.82 (173.231.160.82) 78.627 ms 82.617 ms 78.688 ms
9 internap.iad1.us.voxel.net (173.231.161.74) 79.082 ms 80.838 ms 80.706 ms
10 border2.te4-1-bbnet1.wdc012.pnap.net (216.52.127.39) 79.344 ms border2.pc2-bbnet2.wdc012.pnap.net (216.52.127.76) 79.681 ms border2.te4-1-bbnet1.wdc012.pnap.net (216.52.127.39) 80.733 ms
11 net2ez-3.border2.wdc012.pnap.net (64.94.31.142) 80.994 ms 80.980 ms 80.956 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Thanks

Sam

[s3bubble]

This traceroute does seem to show that you are reaching the periphery of our network before it fails out. This issue requires the assistance of a higher level staff member or systems administrator. Please anticipate a brief delay while we reassign your support request to a staff member who is better equipped to service your needs.

We make every effort to serve all customers in a timely fashion, but due to the complexity of your request, it may take a little more time than usual. We thank you in advance for your patience.

Shawn H.
Senior Customer Support @ (mt) Media Temple
310-841-5500
@MediaTempleHelp

[s3bubble]

Thank you for your patience thus far. We’re currently working with a datacenter technician on your issue. If possible, please provide a new traceroute test in a response to this support request for our review.

Please let me know if there’s anything else I can answer for you regarding your (mt) Media Temple services. Thank you for continuing to use (mt) Media Temple for your hosting needs.

Best regards,

Daniel G.
Systems Engineer

[s3bubble]

Hi Daniel,

Here is another traceroute from the same domain.

traceroute to api.s3bubble.com (216.70.112.79), 30 hops max, 40 byte packets
1 50.23.120.193-static.reverse.softlayer.com (50.23.120.193) 0.503 ms 0.430 ms 0.477 ms
2 ae0.dar02.sr01.sjc01.networklayer.com (50.23.118.132) 0.322 ms ae0.dar01.sr01.sjc01.networklayer.com (50.23.118.130) 0.368 ms ae0.dar02.sr01.sjc01.networklayer.com (50.23.118.132) 0.297 ms
3 50.97.19.164-static.reverse.softlayer.com (50.97.19.164) 0.792 ms 0.710 ms 0.751 ms
4 equinix-ix.sjc1.us.voxel.net (206.223.116.4) 0.757 ms 0.748 ms 0.788 ms
5 173.231.161.193 (173.231.161.193) 46.128 ms 46.092 ms 46.074 ms
6 0.te1-2.tsr1.dal2.us.voxel.net (107.6.99.249) 90.317 ms 90.606 ms 90.847 ms
7 0.te2-2.tsr3.iad1.us.voxel.net (173.231.161.189) 78.436 ms 78.426 ms 78.351 ms
8 173.231.160.90 (173.231.160.90) 78.226 ms 78.257 ms 78.232 ms
9 internap.iad1.us.voxel.net (173.231.161.74) 78.877 ms 78.852 ms 78.841 ms
10 border2.pc2-bbnet2.wdc012.pnap.net (216.52.127.76) 78.427 ms border2.te4-1-bbnet1.wdc012.pnap.net (216.52.127.39) 79.094 ms 78.720 ms
11 net2ez-3.border2.wdc012.pnap.net (64.94.31.142) 79.234 ms 79.258 ms 79.228 ms
12 * * *
13 * * *
14 * * *
15 * * *
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18 * * *
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20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

And here is a traceroute from a working website
traceroute to api.s3bubble.com (216.70.112.79), 30 hops max, 60 byte packets
1 ve1137.as05.lax02.mtsvc.net (205.186.176.1) 0.279 ms 0.267 ms 0.299 ms
2 e1.1.as06.lax02.mtsvc.net (72.10.63.170) 12.243 ms 12.404 ms 12.399 ms
3 e2.5.as02.iad01.mtsvc.net (72.10.63.234) 67.863 ms 67.866 ms 67.938 ms
4 vzx1009.mediatemple.net (216.70.112.127) 68.376 ms 68.376 ms 68.370 ms
5 s3bubble.com (216.70.112.79) 68.386 ms 68.441 ms 68.439 ms

Thanks

[s3bubble]

And here is another one not sure if it helps but it passed for ages but finally went through see 3.

1 94.126.212.225 (94.126.212.225) 2.948 ms 158.401 ms 5.091 ms
2 172.16.255.109 (172.16.255.109) 10.554 ms 3.338 ms 7.405 ms
3 * * *
4 5-1-20.ear2.london2.level3.net (212.187.139.121) 8.539 ms 7.772 ms 8.858 ms
5 ae-235-3611.edge5.london1.level3.net (4.69.166.57) 8.880 ms
ae-236-3612.edge5.london1.level3.net (4.69.166.61) 9.450 ms
ae-234-3610.edge5.london1.level3.net (4.69.166.53) 11.094 ms
6 ae-233-3609.edge5.london1.level3.net (4.69.166.49) 7.635 ms
ae-235-3611.edge5.london1.level3.net (4.69.166.57) 14.854 ms
ae-234-3610.edge5.london1.level3.net (4.69.166.53) 13.107 ms
7 ae-3.r00.londen10.uk.bb.gin.ntt.net (129.250.9.125) 12.884 ms 11.995 ms 9.721 ms
8 ae-7.r23.londen03.uk.bb.gin.ntt.net (129.250.6.54) 9.744 ms 8.647 ms 13.496 ms
9 ae-3.r22.amstnl02.nl.bb.gin.ntt.net (129.250.5.198) 19.151 ms 29.565 ms 19.154 ms
10 ae-0.r23.amstnl02.nl.bb.gin.ntt.net (129.250.4.126) 14.526 ms 17.614 ms 19.623 ms
11 ae-6.r23.asbnva02.us.bb.gin.ntt.net (129.250.6.176) 89.245 ms 97.125 ms 91.060 ms
12 ae-46.r05.asbnva02.us.bb.gin.ntt.net (129.250.5.191) 125.373 ms 89.017 ms 101.663 ms
13 xe-0-0-0-31.r05.asbnva02.us.ce.gin.ntt.net (129.250.193.142) 102.008 ms 94.309 ms 99.984 ms
14 cr02-1-1.iad1.netdc.com (65.97.48.254) 97.542 ms 92.720 ms 98.265 ms
15 65.97.50.26 (65.97.50.26) 130.759 ms 135.304 ms 136.189 ms
16 e1.4.as02.iad01.mtsvc.net (70.32.64.246) 118.045 ms 98.850 ms 121.169 ms
17 vzx1009.mediatemple.net (216.70.112.127) 110.001 ms 153.798 ms 87.806 ms
18 s3bubble.com (216.70.112.79) 87.849 ms 108.214 ms 96.361 ms

[s3bubble]

Thank You for the update. The “3” you mentioned previously may have been DNS lookup timeout. You can perform a trace route without name resolution for faster results.

Please let us know if there is anything else we can do for you.

Best regards,

Kenneth P.
Systems Engineer
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Kenneth,

Yes i still need help with this issue as its not resolved that is just one site that is working.

Here is a traceroute ran from http://mindfulnessexercises.com.

traceroute to api.s3bubble.com (216.70.112.79), 30 hops max, 40 byte packets
1 * * *
2 ae0.dar02.sr01.sjc01.networklayer.com (50.23.118.132) 0.424 ms ae0.dar01.sr01.sjc01.networklayer.com (50.23.118.130) 23.967 ms 23.974 ms
3 ae8.bbr01.eq01.sjc02.networklayer.com (173.192.18.248) 7.570 ms 0.809 ms 50.97.19.164-static.reverse.softlayer.com (50.97.19.164) 0.780 ms
4 equinix-ix.sjc1.us.voxel.net (206.223.116.4) 0.932 ms 0.893 ms 0.855 ms
5 173.231.161.193 (173.231.161.193) 44.622 ms 44.619 ms 44.589 ms
6 0.te1-2.tsr1.dal2.us.voxel.net (107.6.99.249) 79.289 ms 79.355 ms 79.060 ms
7 0.te2-2.tsr3.iad1.us.voxel.net (173.231.161.189) 79.180 ms 78.987 ms 78.952 ms
8 173.231.160.82 (173.231.160.82) 78.627 ms 82.617 ms 78.688 ms
9 internap.iad1.us.voxel.net (173.231.161.74) 79.082 ms 80.838 ms 80.706 ms
10 border2.te4-1-bbnet1.wdc012.pnap.net (216.52.127.39) 79.344 ms border2.pc2-bbnet2.wdc012.pnap.net (216.52.127.76) 79.681 ms border2.te4-1-bbnet1.wdc012.pnap.net (216.52.127.39) 80.733 ms
11 net2ez-3.border2.wdc012.pnap.net (64.94.31.142) 80.994 ms 80.980 ms 80.956 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
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20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Thanks

Sam

[s3bubble]

Sam

Any updates on this my users would like to know why this is happening??

• This reply was modified 9 years, 9 months ago by s3bubble.

[s3bubble]

Sam :

Hi,

Still awaiting a response on this can some please tell me why this is happening?

What do i tell my user he keeps asking me and i have said i am waiting from a response from media temple?

Thanks

[s3bubble]

Sorry for the inconvenience, we are currently having our provider’s network engineer’s look into this issue. We will report back to as soon as we obtain an update. Thank you for your patience.

Best regards,

Kenneth P.
Systems Engineer
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Access from the IP address 198.23.86.85 should be okay. Please let us know if you are still experiencing problems from this source.

Best regards,

Kenneth P.
Systems Engineer
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Kenneth,

Thanks for looking into this but i am still experiencing issues maybe a video will help.

https://s3.amazonaws.com/wp.video/mediatemple.mp4

[s3bubble]

Hi All,

Here is another issue why is this happen what is going on! what can i do to resolve this can someone please let me know why this is happening.

This is what i am getting from my users more everyday this is ruining my service.
https://s3bubble.com/forums/topic/rtmp-videos-not-streaming/#post-24931

Here is what is happening to his video.
http://sparketh.com/rtmp-issue-3/

This looks like the same issue.
https://www.joomlacontenteditor.net/support/forum/curl-error-connection-timed-out-after-10001-milli seconds

What can i do to resolve this do i need to change hosting upgrade anything????

Please help me this is basically making my service look unreliable and i cant do anything my end to fix.
2015.07.15 10:02 AM

[s3bubble]

We have received feedback from our provider’s network engineer and he asked if your clients or the customers of softlayer open a ticket with softlayer. From what testing they have done it appears that there are some routing peering issues between various ISPs and softlayer.

You can test traceroutes between providers and the IP 50.23.120.193 using the looking glass URLs below:

http://www.us.ntt.net/support/looking-glass/
http://lg.zayo.com/lg.cgi
http://www.cogentco.com/en/network/looking-glass

If you have any further questions regarding your (mt) Media Temple services, please feel free to contact us at any time.

Best regards,

Kenneth P.
Systems Engineer
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Kenneth,

I am not sure what softlayer is?

http://www.softlayer.com

My users that are having issues are hosting with site5 godaddy TsoHost and its not just that one ip i am now having the same issue with at least 4 different users.

They have contacted their providers and this is their response below.

Hi Christopher,

It’s almost certainly that the IP you’re connecting to or their upstream provider are blocking 91.208.99.2. If I were a betting man I’d put money on it 🙂

Kind Regards,

Adam Smith TsoHost.

Why would certain hosts or users be unable to get to api.s3bubble.com with the following traceroute.

1 50.23.120.193-static.reverse.softlayer.com (50.23.120.193) 0.513 ms 0.491 ms 0.481 ms
2 ae0.dar02.sr01.sjc01.networklayer.com (50.23.118.132) 0.366 ms ae0.dar01.sr01.sjc01.networklayer.com (50.23.118.130) 0.406 ms ae0.dar02.sr01.sjc01.networklayer.com (50.23.118.132) 0.302 ms
3 50.97.19.164-static.reverse.softlayer.com (50.97.19.164) 0.775 ms 0.701 ms ae8.bbr01.eq01.sjc02.networklayer.com (173.192.18.248) 0.803 ms
4 equinix-ix.sjc1.us.voxel.net (206.223.116.4) 0.741 ms 0.794 ms 0.868 ms
5 173.231.161.193 (173.231.161.193) 48.109 ms 44.392 ms 44.397 ms
6 0.te1-2.tsr1.dal2.us.voxel.net (107.6.99.249) 79.040 ms 79.065 ms 80.685 ms
7 0.te2-2.tsr3.iad1.us.voxel.net (173.231.161.189) 78.472 ms 78.438 ms 78.414 ms
8 173.231.160.90 (173.231.160.90) 81.183 ms 81.158 ms 173.231.160.82 (173.231.160.82) 78.348 ms
9 internap.iad1.us.voxel.net (173.231.161.74) 78.815 ms 78.794 ms 78.751 ms
10 border2.te4-1-bbnet1.wdc012.pnap.net (216.52.127.39) 78.455 ms border2.pc2-bbnet2.wdc012.pnap.net (216.52.127.76) 78.282 ms 78.261 ms
11 net2ez-3.border2.wdc012.pnap.net (64.94.31.142) 79.218 ms 79.159 ms 79.094 ms
12 * * *
13 * * *
14 * * *
15 * * *
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17 * * *
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20 * * *
21 * * *
22 * * *
23 * * *
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27 * * *
28 * * *
29 * * *

How can i resolve this?

• This reply was modified 9 years, 9 months ago by s3bubble.

[s3bubble]

Sam:

Please also watch this video.

https://s3.amazonaws.com/wp.video/mediatempleissue.mp4

[s3bubble]

Softlayer is a hosting company which mindfulnessexercises.com looks to be hosted at. I have emailed their support email address asking about any routing or peering problems they might be having. I have also forwarded your traceroute videos to our provider’s network engineer. While we are investigating, could you try using a different set of DNS servers for your test from mindfulnessexercises.com? Maybe try Google’s DNS servers?

Best regards,

Kenneth P.
Systems Engineer
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

What is going on! i am pretty much watching my business go under day by day new issues today.

http://cpioutreach.com/portfolio/only-a-shadow

http://ten12designs.com/media-streaming-devices/

http://sparketh.com/rtmp-issue-3/

What number can i contact you on from the UK this needs to get fixed?

[s3bubble]

Hi Samuel,
This has been escalated to me, I’m a network and devops engineer here. I watched your videos and can feel your frustration. I verified in our routers that there is nothing blocking your IPs there. I verified on our DDoS mitigation system that we aren’t mitigating your DV ip or any of the ip’s listed.

Additionally I did some tests from your DV to the affected IPs that you listed. I can make connections from your DV to all of those IPs and I can even pull data from those IPs from your DV. It is interesting that these users are experiencing the issue you describe and show in your videos.

Here is an example from your DV to that last IP that you provided
CT-108060-bash-4.1# hostname
s3bubble.com
CT-108060-bash-4.1# telnet 198.23.86.85 80
Trying 198.23.86.85…
Connected to 198.23.86.85.
Escape character is ‘^]’.
HEAD / 1.1/

HTTP/1.1 200 OK
Date: Thu, 16 Jul 2015 17:55:11 GMT
Server: Apache
Vary: Accept-Encoding,Cookie
Cache-Control: max-age=3, must-revalidate
WP-Super-Cache: Served supercache file from PHP
Connection: close
Content-Type: text/html; charset=UTF-8

Connection closed by foreign host.

#####

As you can see I’m able to pull HTTP headers from the webserver on the IP your provided FROM your DV.

I think there must be something else blocking things and I’d like to help debug. I’d be nice to do some interactive tests to see if things are being blocked inside your server itself. Is there anyway I would be able to initiate the requests myself from these blocked hosts?

Also, are you able to do telnet tests from these IPs to your DV? If so, try telneting from these IPs to port 443 on your host:

telnet api.s3bubble.com 443

^^^ Using that command.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Sam:

Hi Michael,

I have ran that, it took a while but responded with.

telnet: connect to address 216.70.112.79: Connection timed out Trying 216.70.112.79…

[s3bubble]

Samuel,
Thanks for your patience. I took a look at things and I can confirm that while we can access their site from our network, they cannot access your site from their network. In fact it appears they possibly cannot access anything in that datacenter. This suggest there is something blocking net connections initiated from their network. I can assure you MediaTemple is not doing this blocking.

From your traceroutes the commonality appears to be either Softlayer, Internap or NetDC ISPs. I’ve spoken with NetDC and they claim they are not filtering anything. We have also reached out to softlayer but have not heard back from them. What would help narrow this down if we can run another script like you did earlier

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Samuel,
Ok, I’ve reached out to Softlayer (your customer’s ISP), Internap (Intermediary ISP), and NetDC (Intermediary ISP). One of them is filtering things, and I’m hoping I get a quick response from them. It is out of our control at this moment, but hopefully these ISPs will be responsive and allow us to track down whatever is blocking your customers from reaching you.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Sam:

Hi Michael,

Thats great seems like we are narrowing this down cant wait to find out why they are blocking us.

Thanks

[s3bubble]

Samuel,
I’m still waiting to hear back from the other ISPs, they tend to not be very good about responding to these kind of inquiries if at all. It would be helpful if the customer you’re working with can open a support request with Softlayer about not being able to reach your service. They will be more responsive to one of their actual customers rather than requests from other service providers.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Samuel,
Good news, I got a response from Softlayer just as I sent you that last correspondence. They are seeing the same issue from their end and they believe the issue is within Internap. They have looped in Internap as well since they are direct customers of Internap so hopefully something will be discovered.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Sam :

Hi Michael,

Thank you i am keeping everyone aware of progress at this post.

https://s3bubble.com/forums/topic/my-videos-just-stopped-streaming/#post-25024

So hopefully they will start to contact softlayer i know what they are all going to say tho that they have already contacted their hosting providers which are.

Tsohost
Site5
GoDaddy

Not sure they will know what softlayer is

[s3bubble]

Sam :

Hi Michael,

Here is a response from on of our customers hosts site5.

[NQMC-82144]: “network error”
Charles
Charles’s Bio
Tell us how we are doing:

Good Bad
Hello Sean,

I’m afraid I don’t understand their recommended solution. The DNS is reporting the correct IP address for your site. If you can provide a short explanation for how their plugin works or which host they need to contact from your site, we can investigate further. We do restrict many ports with our software firewall so perhaps there is an unusual port they’re communicating over that is blocked by our system.

Any further information your plugin developer can provide regarding their communication block or the hosts that are attempting to contact your site, we can investigate further. Thank you for your cooperation and patience with this matter.

Thanks,

Charles H.
Technical Support Specialist, Site5.com

Ticket Details
===================
Ticket ID: NQMC-82144
Department: Level 2 Support
Status: Awaiting Customer Reply

[s3bubble]

Sam:

Hi Michael,

I have also started to tweet softlayer to hopefully get more information.

@SoftLayer @Internap Really need help our api is being blocked on some of our customers websites. http://t.co/uVmO8HqvzR

— S3Bubble Cloud Media (@s3bubble) July 19, 2015

Thanks

[s3bubble]

Hi Samuel,
Currently we are awaiting results of an investigation from Internap.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Michael,

Any updates on this?

Internap response.

Hello Sean,

To begin troubleshooting we will need to determine whether S3 Bubble is an Internap CDN customer. If they have been troubleshooting with us the past couple of weeks a ticket should have been opened. This number would be listed in the subject line of one of our responses.

If there is no ticket number the best way to determine who the customer is is for them to provide a domain name for the CDN account.

If you have any questions or concerns please contact us at
noc@internap.com or call 877-843-4662.

Thank you.

Brent Morrison

NOC Engineer T1

Softlayers response

Hi there. I’ll escalate to our Customer Service team. They will likely be in touch with you directly, but if not, you’ll hear from me again with updates. Stay tuned!

Fayza A. Elmostehi
Manager, Social Media

SoftLayer, an IBM Company

[s3bubble]

Here is the latest response from internap below…

Hello,

Internap put filters up on our customer’s interfaces and there is no ACL
on the interface that 216.70.112.79 is routed to.

If you have any questions or concerns please contact us at
noc@internap.com or call 877-843-4662.

Thank you.

Brent Morrison

NOC Engineer T1

[s3bubble]

Hi Michael,

Could it be something to do with this if you a test on

http://whatismyipaddress.com/blacklist-check

For our ip 216.70.112.79

There are some people blacklisting our ip?

[s3bubble]

Hi Samuel,
That UCE protect blacklist should only be used for email, but I wouldn’t be entirely surprised if someone was using it for something else. In this case since we can connect to your users but not the other way around it seems unlikely that this is related.
I see you got a response from Internap, oddly my ticket with them is still under investigation. The last intermediate ISP NetDC is asking if they can do a webex session with you. Let me know if you are ok with this and I will pass on your contact email for them to get a hold of you.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[pilotalk]

Samuel,
I was able to determine that there are some ip subnets of ours that are accessible by the Softlayer router that was having issues connecting to your IP. I need to verify that we can actually migrate you to one of those IPs.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
<v> 877-578-4000
<f> 310-564-2007

[Sean]

Hi Michael,

Thank you for your help to repair this important issue. I greatly look forward to hearing when this issue is resolved. Hundreds of my members would love to access my content again soon.

Thanks again,

Sean

[s3bubble]

Samuel,
Just FYI, I know you are attempting to change your IP to fix the issue. I’m having an internet routing change made so Internap will hopefully not have the preferred route to your server and thus be bypassed, I believe the issue is not limited to just your IP which is why I’m taking this more extreme step.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Samuel,
Do you have a traceroute you can provide from the two godaddy IPs? I’m still waiting for the routing change to occur, it should happen today.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Michael,

Unfortunately no the engineer couldn’t even run a traceroute due to permissions.

Thanks

Sam

[s3bubble]

UPDATE.

Apologies to everyone we have been really let down by our hosting company Media Temple who this issue was directly related to and was completely out of our hands, we have completely moved away from media temple and put everything on Amazon Web Services in a EC2 for our api hosting as it much more reliable and will prevent issues like this happening in the future.

Please delete the current plugin and then reinstall from the WordPress repo as we have pushed the latest update with the new api on Amazon.

WORKING PLUGIN DOWNLOAD

Again apologies for any downtime we are so disappoint with Media Temple above is a full report of the support with Media Temple that ended up with no resolution just us having to completely change hosts.

Best Regards

Sam

• This reply was modified 9 years, 9 months ago by s3bubble.

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