Steven Cotterell Posted February 20, 2020 Share Posted February 20, 2020 Can anyone assist please? Our colleagues in Cape Town are are unable to get to the 'live.hornbill.com' or 'community.hornbill.com' or 'customer.hornbill.com' domains. They are getting the following error. and Our South Africa customers cannot log in to the Portal and the Support Team cannot also log in to the 'live.hornbill.com' URL to handle any requests. Any help appreciated. Thanks. 1 Link to comment Share on other sites More sharing options...
Steven Cotterell Posted February 20, 2020 Author Share Posted February 20, 2020 Morning @Steven Boardman, are you able to assist with the above please? Link to comment Share on other sites More sharing options...
Steven Boardman Posted February 20, 2020 Share Posted February 20, 2020 @Steven Cotterell If you are able to access the instance from the UK then need to understand what is different from South Africa - have you raised this via support? https://www.hornbill.com/support This will be the quickest way to get this looked at Link to comment Share on other sites More sharing options...
Steven Cotterell Posted February 20, 2020 Author Share Posted February 20, 2020 @Steven Boardman We only have the Community Support (free support plan). Figured it would be more linked with Cloudflare and a local'ish issue in that part of the world, traffic not being able to maybe resolve to the Hornbill domain successfully? Error is saying to contact Hosting provider, which would be you guys? Link to comment Share on other sites More sharing options...
Steven Boardman Posted February 20, 2020 Share Posted February 20, 2020 @Victor as the instance is showing as up and only affecting users in South Africa, can you follow up with @Steven Cotterell thanks Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 20, 2020 Share Posted February 20, 2020 Steven, Thanks for the post. We can see no issue and our testing from South Africa all returns as expected. There was 1 reported blip with Cloudflare Africa region today but it should have caused no issues. Can you confirm that this is error is still occuring and not just a blip. Kind Regards Link to comment Share on other sites More sharing options...
Steven Cotterell Posted February 20, 2020 Author Share Posted February 20, 2020 Checking now. Thanks for what you've done so far. Link to comment Share on other sites More sharing options...
Steven Cotterell Posted February 20, 2020 Author Share Posted February 20, 2020 The issue is affecting the Anana guys in Cape Town office, also the Service Manager who is still at home in Cape Town and also one of their customers in a completely different location in Cape Town so this seems to be ruling out browser based issues. They are going to get one of their customers in Johannesburg to check also. I connected my VPN to Johannesburg server and I was able to connect ok. Link to comment Share on other sites More sharing options...
Steven Cotterell Posted February 20, 2020 Author Share Posted February 20, 2020 Its just been reported that its working fine for one of their customer in Johannesburg. Looks to be an issue isolated to Cape Town. Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 20, 2020 Share Posted February 20, 2020 Steven, Thanks for that.. Yes our tests are via Johanseberg which suggests an issue local to cape town (Can you get someone in cape town to run WinMTR or tracert to 78.129.173.117 and live.hornbill.com) Can you also confirm what time the issue started occurring. Kind Regards Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 20, 2020 Share Posted February 20, 2020 Steven, Other cloudflare protected sites are also reporting issue s accessing sites from cape Town. Kind Regards Link to comment Share on other sites More sharing options...
Craig From Anana Posted February 20, 2020 Share Posted February 20, 2020 Hi Keith, The below screen shots have been provided. The start time of the issue was around 7am UK time. FYI - @Steven Cotterell Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 20, 2020 Share Posted February 20, 2020 Craig, Thanks for the reply. That seems to be more of a problem with your internet-for-guests.com wifi? rather than the cloudflare issue as it should be showing more hops. Can you try disconnecting from the hotspot and trying again. Kind Regards Link to comment Share on other sites More sharing options...
Craig From Anana Posted February 20, 2020 Share Posted February 20, 2020 Hi @Keith Stevenson We've had users in different locations within Cape Town trying to connect, all with issues. So it's something definitely wrong from within that area. User's have tried wired, wireless and tethered connections. Link to comment Share on other sites More sharing options...
Steven Cotterell Posted February 20, 2020 Author Share Posted February 20, 2020 https://www.cloudflarestatus.com/ is showing the following:- I'm guessing it is all in their hands now? Presume there is no way that Hornbill sites can be accessed without using the Cloudflare service? Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 20, 2020 Share Posted February 20, 2020 All, We had raised this with Cloudflare, who have confirmed that they have identified the issue and a fix is being rolled out to Cape Town. (As of 12:13). Can you confirm that this is still an issue. Kind regards Link to comment Share on other sites More sharing options...
Steven Cotterell Posted February 20, 2020 Author Share Posted February 20, 2020 @Keith Stevenson As of 13:20 UK time, they are still having the issue. Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 20, 2020 Share Posted February 20, 2020 All, This appears to be a routing issue in and around cape town rather than a cloud flare specifc and therefore we are unsure if any workaround will work. Craig, the tracert you provided was incomplete and we cant see the route it took, can you provide a tracert to 78.129.173.117 from any other machine (Hoping to see full route), you could also try adding 78.129.173.117 to your hosts or local DNS as live.hornbill.com bypassing cloudflare (If this works then we can look at creating a subdomain that doesnt go via cloudflare specifically for cape town until the issue is resolved if possible. ) KInd regards Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 21, 2020 Share Posted February 21, 2020 All, This was resolved by the local ISPs in Cape town just before midnight and appears to be functioning as expected. Can you confirm. Kind regards Link to comment Share on other sites More sharing options...
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