Can't access atlassian onDemand instance from my ISP

{color:green}This ticket is more for create a known base, for others that can have the same problem.{color}

I live in brazil, and I found problems to access on demand instances.

Any onDemand instance, like flexmojos.atlassian.net and https://mojang.atlassian.net can't be accessed.

This is the kind of issue that is difficult to work around, but can affect other people so, I will rise this ticket, maybe you guys can see something.

h2. The symptoms:

I can ping the address. flexmojos.atlassian.net return the 131.103.26.178 with icmp response in *155.139 ms*, so icmp request is ok.

I try to trace the route between my computer and two instances.

The two trace routers stops to respond in the gateway te9-1.asr1.gru1.gblx.net (64.214.196.53)

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traceroute to http://flexmojos.atlassian.net/ (67.215.65.132), 64 hops max, 52 byte packets

1 192.168.1.1 (192.168.1.1) 2.603 ms 1.939 ms 1.907 ms

2 gvt-l0.b7.bhe.gvt.net.br (186.213.108.1) 7.788 ms 7.862 ms 8.104 ms

3 187.115.193.161.static.host.gvt.net.br (187.115.193.161) 8.668 ms 8.203 ms 8.020 ms

4 187.115.220.86.static.host.gvt.net.br (187.115.220.86) 9.652 ms 11.386 ms 12.784 ms

5 189.59.243.113.static.host.gvt.net.br (189.59.243.113) 23.875 ms 24.029 ms 23.850 ms

6 gvt-te-0-1-1-0-rt01.spo.gvt.net.br (187.115.214.186) 17.442 ms 19.590 ms 15.961 ms

7 te9-1.asr1.gru1.gblx.net (64.214.196.53) 34.350 ms 15.997 ms 15.972 ms

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{panel}

{panel}

raceroute to atlassian.net (67.215.65.132), 64 hops max, 52 byte packets

1 192.168.1.1 (192.168.1.1) 2.179 ms 1.775 ms 1.785 ms

2 gvt-l0.b7.bhe.gvt.net.br (186.213.108.1) 7.745 ms 7.717 ms 7.926 ms

3 187.115.193.161.static.host.gvt.net.br (187.115.193.161) 8.186 ms 8.249 ms 8.552 ms

4 187.115.220.86.static.host.gvt.net.br (187.115.220.86) 19.527 ms 10.868 ms 11.948 ms

5 189.59.243.113.static.host.gvt.net.br (189.59.243.113) 23.641 ms 27.154 ms 21.540 ms

6 gvt-te-0-1-1-0-rt01.spo.gvt.net.br (187.115.214.186) 18.397 ms 17.176 ms 15.792 ms

7 te9-1.asr1.gru1.gblx.net (64.214.196.53) 16.619 ms 16.842 ms 83.683 ms

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{panel}

nmap also do not respond:

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nmap flexmojos.atlassian.net

Starting Nmap 5.51 ( http://nmap.org ) at 2013-02-26 20:08 BRT

Note: Host seems down. If it is really up, but blocking our ping probes, try -Pn

Nmap done: 1 IP address (0 hosts up) scanned in 3.08 seconds

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icmp requests are fine:

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ping flexmojos.atlassian.net

PING flexmojos.atlassian.net (131.103.26.178): 56 data bytes

64 bytes from 131.103.26.178: icmp_seq=0 ttl=49 time=159.320 ms

64 bytes from 131.103.26.178: icmp_seq=1 ttl=49 time=157.262 ms

64 bytes from 131.103.26.178: icmp_seq=2 ttl=49 time=164.482 ms

64 bytes from 131.103.26.178: icmp_seq=3 ttl=49 time=155.774 ms

64 bytes from 131.103.26.178: icmp_seq=4 ttl=49 time=158.922 ms

64 bytes from 131.103.26.178: icmp_seq=5 ttl=49 time=155.856 ms

64 bytes from 131.103.26.178: icmp_seq=6 ttl=49 time=159.547 ms

^C

--- flexmojos.atlassian.net ping statistics ---

7 packets transmitted, 7 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 155.774/158.738/164.482/2.759 ms

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I try to access the content using web proxy, and it works. But some content can't be proper read in this way (javascript related content).

I also have a interesting response by twitter from @kelvinyap that one team in brazil can access the instances.

Seams like my internet provider can't calculate another route because they always stop in *te9-1.asr1.gru1.gblx.net (64.214.196.53)* in all my attemps. One technical person can say that the problem is on the follow router because all other international sites are working (including atlassian.com).

h2. The solution

The solution are more tricking and apparent unrelated: I reset my modem and it works. That's funny :-)

But if you think, that action make the modem calculate another route:

{panel}

192.168.1.1 (192.168.1.1) 3.242 ms 2.832 ms 2.485 ms

2 gvt-l0.b7.bhe.gvt.net.br (186.213.108.1) 8.532 ms 8.490 ms 8.495 ms

3 187.115.193.162.static.host.gvt.net.br (187.115.193.162) 8.751 ms 8.410 ms 8.466 ms

4 187.115.215.54.static.host.gvt.net.br (187.115.215.54) 20.752 ms 11.550 ms 13.983 ms

5 189.59.243.121.static.host.gvt.net.br (189.59.243.121) 30.901 ms 24.287 ms 23.877 ms

6 gvt-te-0-0-0-7-rt01.spo.gvt.net.br (187.115.214.214) 19.817 ms 19.764 ms 23.707 ms

7 xe-1-0-2.ar4.gru1.gblx.net (64.214.145.49) 16.066 ms 16.639 ms 15.940 ms

8 po2-30g.ar2.mia2.gblx.net (67.17.106.162) 125.080 ms

po3-20g.ar2.mia2.gblx.net (67.16.139.18) 128.459 ms

po2-30g.ar2.mia2.gblx.net (67.17.106.162) 123.468 ms

9 xe-0-2-0-2.r05.miamfl02.us.bb.gin.ntt.net (129.250.9.117) 132.566 ms 133.778 ms 134.621 ms

10 ae-4.r20.miamfl02.us.bb.gin.ntt.net (129.250.2.184) 130.488 ms 172.244 ms 124.566 ms

11 ae-8.r21.asbnva02.us.bb.gin.ntt.net (129.250.2.99) 169.967 ms 168.196 ms 198.786 ms

12 ae-0.r20.asbnva02.us.bb.gin.ntt.net (129.250.4.4) 182.900 ms 152.559 ms 152.064 ms

....

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The new route does not pass by the problematic router.

I hope this helps.

3 answers

1 accepted

This widget could not be displayed.

This was a local (huge!!) ISP Problem with the international routers. Nothing that Atlassian can do about, but I'm very glad and happy with their quick and gracious answer.

This widget could not be displayed.
Jason Worley Atlassian Team Aug 02, 2013

Its best you work with your local ISP if access is a problem. That however might be moot .... Atlassian has relocated to another data center so its possible routing has changed in your favor.

It would be intesting if you can try it again using your examples (flexmojos.atlassian.net and mojang.atlassian.net).

If access is still a problem, please report that to your ISP and feel free to update us as well.

This widget could not be displayed.

By the way, the account used to create this question is no longer used. This is a "phantom" account that exist because of the way atlassian save the ID for the user: using his email, so It can't be changed, I create another one to use a different email address, This answer will be there forever open, unless someone from Atlassian delete this account from your database, the problem is more deep since other systems use atlassian ID. I hate when the ID on some system is my email address, some people say that a email address is perfect for user ID on databases, I complete disagree: is unique but can't be changed! And give lot of problems because an email is subject to change, this is why in the systems I made the ID is a number, and the email is unique but not primary key. I have the same problem with Red Hat accounts, I can't convert a personal account started to a enterprise account just because I can't change my email address. Here is not the place to discouse this, but is really fu** frustanting: In atlassian answers a lose karma, is not a big deal, but in other systems can be very negative.

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