Realm News Site Outtages

Discussion in 'The Realm Noticeboard' started by Fybrile, Jan 3, 2018.

  1. Fybrile

    Fybrile Administrator

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    We are getting reports that people are having difficulty accessing the site, and are currently looking into resolving the issue. Reportedly, the site is easier to access on mobile devices. If you are experiencing, or have recently experienced, any troubles getting the page to load or are receiving a message that the IP address cannot be found, please do me a favor and reply to this thread with the country you are trying to access FFXIVRealm from, as well as the browser you're using.

    Sincerest apologies for the inconvenience.

    ~Admin
     

  2. Jinzuku

    Jinzuku Vice Administrator

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    Hey @Fybrile I had issues trying to access the site at work. I am in the UK and using Chrome.

    Oddly enough I'm trying it now at home and still using Chrome and it's working fine.
     

  3. Redemption

    Redemption Administrator

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    Jinzuku - what is the nature of the problems at work? Does the site feel slow, intermittently refuse to respond, or give error messages? If there are errors or some visual problem can you post a screenshot? Is it happening sometimes, all the time, or only infrequently?

    When you have problems at work on Chrome, does another browser like Firefox or IE work or is it the same problem with all browsers?

    Do you have any similar problems accessing other game sites like IGN, Gamespot, Kotaku at work? We've had a rash of reports elsewhere with work firewalls blocking gaming sites, but if that's happening you'll be outright unable to reach FFXIVRealm or any of the common gaming sites at all (rather than it being intermittent).
     

  4. Jinzuku

    Jinzuku Vice Administrator

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    When I'm at work the site will not load at all and this happens consistently. I will try to get a screenshot home so I can post the error message. I don't have any other problems with out sites unless they are outright blocked by the security policy. However, as I was previously able to access the site before these issues started I don't think it's being blocked. I will also test other browsers when I'm back in on Monday.
     

  5. Fybrile

    Fybrile Administrator

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    It would all just be speculation at this point, since there's so little to go on, but it seems that one commonality between you and Caimie is the site being blocked when accessed from places with potentially sensitive firewalls. There are a bunch of reasons these could be triggered, from the fact it's not an https website, to ads, to something wrong with the site itself, to being particularly singled out and manually blocked. We'd just be guessing, so there's not much we can do besides running diagnostic tests. I can say there's nothing popping up in the error logs that would suggest a reason why you might be being blocked.

    In order to narrow it down, I'd appreciate it if you could switch the style of the site from FFXIVRealm 2.1 to "Legacy" and then try it at work. Then, if it works at your work, switch back to 2.1 and see if it works. If it doesn't that'd really narrow down our issue. If you're still experiencing the problem, please purge your cache, reload the site, and try accessing it from somewhere besides the main landing page (such as www.ffxivrealm.com/guides/). Last, try accessing the site via Edge.

    If none of these results your connection issue, at least we will have moved past the 3 most likely culprits.
     

  6. Jinzuku

    Jinzuku Vice Administrator

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    I tried again at work and have attached the screenshot of my error. I also tried on Edge and to no luck.

    Normally my bookmark for The Realm is set to the New Posts rather than the main page.

    I will try your style suggestion and let you know.
     

    Attached Files:

  7. Redemption

    Redemption Administrator

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    That screenshot is very valuable, thanks! It says that there's a name resolution failure. Looking more closely using a validator I think the FFXIVrealm's listed nameservers were changed by our host a few years ago but we weren't asked to formally change that on our domain, causing the domain to list 2 outdated nameservers.

    I'm not sure why we can still access the site properly but I changed the nameserver settings just now. It might take up to 48hrs for your work DNS servers to update but I suspect this will fix it for you, and maybe for others as well.
     

    Jinzuku likes this.
  8. GeekMatt

    GeekMatt Moderator

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    I hadn't been able to log on for like a month or so lol

    GeekMatt - "unable to obtain IP" or something, using google chrome on my android phone. I'm in Toronto and it happened even when I was on my WiFi.

    I think it was also an issue on my iPad using chrome and Safari

    Edit: actually it was more than a month, but when I visited @PrincessNewb in Illinois (to propose to her ;D) I was able to access the site with her WiFi on my phone
     

    Jinzuku likes this.
  9. Redemption

    Redemption Administrator

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    Is this still happening to you today? Let me know if it still happening tomorrow or the day after. The Nameserver changes can sometimes take a few days to be respected.
     

  10. GeekMatt

    GeekMatt Moderator

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    No, I literally couldn't access the site ever and now I can
     

  11. Redemption

    Redemption Administrator

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    It sounds like the Nameserver was definitely problem, how long ago did you first start having the problem? I suspect that the old Nameserver was working "as expected" until these problems started to crop up.

    Can you check on all devices where you had problems before (on WiFi, 3G, whatever) and report if they all work now?
     

  12. Jinzuku

    Jinzuku Vice Administrator

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    I'm currently at work and the website is working fine. Thanks for the fix @Redemption
     

  13. Ish

    Ish Scion

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    Yep i also have not been able to get on for sometime here.
    @GeekMatt, not sure the outcome on your proposal but congrats :)
     

    GeekMatt likes this.
  14. GeekMatt

    GeekMatt Moderator

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    It was a mess, she cried, I panicked and put the ring in the wrong finger, but ultimately we got engaged! :haha:
     

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  15. Jinzuku

    Jinzuku Vice Administrator

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    Smooth
    :funnyguy:
     

  16. Ish

    Ish Scion

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    lol, well congrats Matt :D
     

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