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Hornbill domains 'down' in South Africa


Steven Cotterell
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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.

image.jpeg.009dea595faa6c24deac5ec7f4e9152f.jpeg

and 

image.jpeg.0308f8110ff89a9a3241ddfe3580a387.jpeg

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.

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@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?

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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

 

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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.

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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

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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

 

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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

 

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