Cool Ideas / Vumatel

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doc_msk

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Hello

Have a curious problem and I am hoping someone who is on Cool Ideas / Vumatel can assist me with a little test.

Problem:

I cannot open the website www.idrive.com anymore when I am on my Cool Ideas (CISP) network. Nothing has changed on my network (router configs etc.) and the machine (a laptop) is exactly the same. However, when I take the same laptop and create a hotspot via my phone onto a different network and type www.idrive.com into the same browser the website opens. Moreover, if I take the same laptop to another network (Starbucks for example) I can access www.idrive.com without a problem.

Things I have tried:

1. Opened a support ticket with CISP and provided traceroute information on CISP network and off the network (i.e. connected to another network other than CISP). Results are the same.
2. Have connected my laptop directly into the CPE by-passing my home network and can browse website but still cannot open www.idrive.com - This rules out issues with my home network setup
3. Taken the same laptop to other networks like work, Starbucks etc. and I can access www.idrive.com without a problem - This rules out any issues with my laptop
4. I have asked CISP to change my IP address (in case of blacklisting) and when on CISP I still cannot access www.idrive.com
5. I have asked CISP tech support to access www.idrive.com from within their network and they can
6. While on CISP network I have also tried accessing www.idrive.com when I have a VPN connection active and I still cannot access the website.
7. The idrive monitor SW which runs in the background and starts the automatic backups daily CAN connect to idrive to perform the backup. It is only the website (www.idrive.com) that cannot be opened.

All other website and internet connectivity works fine.

Test I would like someone to do:

I would like someone who is on CISP and Vumatel to please see if they can access www.idrive.com and post back if they can or cannot.

And I am also open to suggestions for other troubleshooting steps to take.

Thank you in advance.
 
I am on CISP and vumatel. I can open it find screenshot attached. IMG_3822.JPG
 
Silly question, @doc_msk but are you using Google Chrome? If so, it might be an extension or an application that's preventing you from opening iDrive. Can you try using Google Chrome in Incognito mode with little to no extensions?
 
CISP/Vuma trenched - site opened fine for me on both Chrome and Edge
 
Which is why I think that it's an extension that's misbehaving.
 
SYNERGY said:
Clear your cache.
Disable extensions.
Flush your DNS.
Change your DNS.
Try a different device to isolate the issue.
Try a different browser.
Click to expand...

Thank you. The issue is not with any of my devices (Windows, Mac, iOS, Android) since they all cannot open idrive.com As soon as I disconnect from CISP and connect to another network all is good.
 
ripclaw said:
Silly question, @doc_msk but are you using Google Chrome? If so, it might be an extension or an application that's preventing you from opening iDrive. Can you try using Google Chrome in Incognito mode with little to no extensions?
Click to expand...

Hi Thanks for your reply. The issue occurs on any browser (even in private browsing) on iOS, MacOS, Windows and Android. As soon as I disconnect from CISP and connect to another network provider the site opens on any device/browser.
 
doc_msk said:
Hi Thanks for your reply. The issue occurs on any browser (even in private browsing) on iOS, MacOS, Windows and Android. As soon as I disconnect from CISP and connect to another network provider the site opens on any device/browser.
Click to expand...
Have you tried changing your DBS settings to Google's DNS servers?
 
ripclaw said:
Have you tried changing your DBS settings to Google's DNS servers?
Click to expand...
Thank you for the suggestion. The issue cannot be at the laptop/computer/cell phone level since any device I try (MacOS, Windows, Linux, iOS, Android) gives the same result. The issue cannot be at my network level either since when I connect directly into the Vumatel CPE (bypassing my complete network) the problem remains. Yet if I take any of my devices and connect them to a non Cool Ideas network then idrive.com is accessible.
 
doc_msk said:
Thank you. The issue is not with any of my devices (Windows, Mac, iOS, Android) since they all cannot open idrive.com As soon as I disconnect from CISP and connect to another network all is good.
Click to expand...
SYNERGY said:
Clear your cache.
Disable extensions.
Flush your DNS.
Change your DNS.
Try a different device to isolate the issue.
Try a different browser.
Click to expand...

Thank you for the suggestion. The issue cannot be at the laptop/computer/cell phone level since any device I try
 
What DNS is setup in your router, maybe it is the DNS in the router as all devices would use this dns when connected. The router (and CISP) is the only thing in common with all those devices, maybe also turn off the CPE for 5 min then on again.
 
doc_msk said:
Thank you for the suggestion. The issue cannot be at the laptop/computer/cell phone level since any device I try
Click to expand...

Have you tried an alternate DNS provider? Such as Google 8.8.8.8

Also, reset your router or try a different router if possible.
 
You need to narrow the issue down.. The first thing taking place when you load the website is a DNS lookup, so start there..

While on CISP, do a dig lookup against the website name.. if you are returned an IP address DNS is fine and you can move onto routing..

Still on CISP, do a traceroute to the website name and see if you get to a destination or not..

Last test, try browsing to the IP address of the website directly..
 
Greglsh said:
What DNS is setup in your router, maybe it is the DNS in the router as all devices would use this dns when connected. The router (and CISP) is the only thing in common with all those devices, maybe also turn off the CPE for 5 min then on again.
Click to expand...

Thank you for your suggestion. It cannot be the router since if I plug via ethernet directly into the CPE (by passing my whole internal network) I can browse the internet etc. but still cannot access idrive.com
 
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