Issues with traceroute on Afrihost

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iMcJaz

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Hi there,

I wonder if Afrihost can help me. I'm having issues with our capped account trace-routing to a particular email server 197.221.10.102 and the issue is isolated to a Durban location. This same capped account is used in 3 other locations in Cape Town and Johannesburg and no issues with a trace route is found.

See attached tracert. The problem seems to be only on hop 3.

This is causing the emails to only download 20% of the time, or only in the evening. Other services e.g. web browsing seems perfectly fine.

I wonder if Afrihost can help me with troubleshooting this issue? Is there perhaps a problem with the server located on hop 3? Or can this be a Telkom issue?

Thank you kindly.
 

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Last edited:
Just means that exchange is not sending ICMP TTL Exceeded messages. You can safely ignore.
 
That hop seems to not respond to ICMP echo requests,not necessarily an issue or relevant to your problem
ECHO(Ping) requests aren't really a requirement
 
I have the exact same at home, second hop after router blocks ICMP to any server actually
 
iMcJaz said:
Hi there,

I wonder if Afrihost can help me. I'm having issues with our capped account trace-routing to a particular email server 197.221.10.102 and the issue is isolated to a Durban location. This same capped account is used in 3 other locations in Cape Town and Johannesburg and no issues with a trace route is found.

See attached tracert. The problem seems to be only on hop 3.

This is causing the emails to only download 20% of the time, or only in the evening. Other services e.g. web browsing seems perfectly fine.

I wonder if Afrihost can help me with troubleshooting this issue? Is there perhaps a problem with the server located on hop 3? Or can this be a Telkom issue?

Thank you kindly.
Click to expand...

Hey there, iMcJaz. Thanks for your post and for reaching out! :) As pointed out in this thread already, this 3rd hop in your test (or lack thereof) is not any indication of a problem, it's simply your exchange not reporting on ICMP packets. You will find this is the case in most trace results, regardless of where you are tracing to. If the trace did not continue from there, or there is a visible spike of latency from that hop, you will have more of a problem.

From what I can see in your results, your first couple of hops seem pretty much OK. Your first hop should ideally be <1ms. Are you connected wirelessly?

Could you perhaps give me a little more info around the nature of your issue? Are you having trouble sending or receiving mail? What symptoms are you experiencing?
 
AfriFella said:
From what I can see in your results, your first couple of hops seem pretty much OK. Your first hop should ideally be <1ms. Are you connected wirelessly?

Could you perhaps give me a little more info around the nature of your issue? Are you having trouble sending or receiving mail? What symptoms are you experiencing?
Click to expand...

Thanks AfriFella for the response, I thought as much. I just didn't know how else to troubleshoot or diagnose the cause of the problem, so resorted to a trace route to the mail server IP: 197.221.10.102 (provided by Hertzer)

The problem is isolated to receiving email. I've tried ports 143 (IMAP) and 110 (POP); in addition, tried 993 and 995 for SSL.
Sending email is on port 587 and that works fine.

The problem is that I can access the incoming ports and download email from our JHB and Cape Town location (same ADSL account). I also have a mobile package with Afrihost and can download email using that.

The issue seems isolated to our Durban ADSL connection trying to connect to the incoming mail server.
Honestly, it's the weirdest thing I've ever seen. I can TeamView into different computers in Durban and "send and receive" using different accounts/versions of Outlook and have a incoming mail error as follows:
Outlook-Error-The-operation-timed-out-while-waiting-for-a-response-from-the-receiving-server.jpg

It could be Hertzer's server's timeout settings, but then I doubt that notion because the same laptop as configured will receive incoming mail in JHB or on the mobile data sim.

I'm thinking its Afrihost or Telkom in the area?
Hopefully this all makes sense.

Thank you for any help you can provide.
 
iMcJaz said:
Thanks AfriFella for the response, I thought as much. I just didn't know how else to troubleshoot or diagnose the cause of the problem, so resorted to a trace route to the mail server IP: 197.221.10.102 (provided by Hertzer)

The problem is isolated to receiving email. I've tried ports 143 (IMAP) and 110 (POP); in addition, tried 993 and 995 for SSL.
Sending email is on port 587 and that works fine.

The problem is that I can access the incoming ports and download email from our JHB and Cape Town location (same ADSL account). I also have a mobile package with Afrihost and can download email using that.

The issue seems isolated to our Durban ADSL connection trying to connect to the incoming mail server.
Honestly, it's the weirdest thing I've ever seen. I can TeamView into different computers in Durban and "send and receive" using different accounts/versions of Outlook and have a incoming mail error as follows:
View attachment 449434

It could be Hertzer's server's timeout settings, but then I doubt that notion because the same laptop as configured will receive incoming mail in JHB or on the mobile data sim.

I'm thinking its Afrihost or Telkom in the area?
Hopefully this all makes sense.

Thank you for any help you can provide.
Click to expand...

That is quite a weird error... Is there a website linked to this domain? Are you able to access the content of the site with your Durban ADSL IP address?
 
AfriFella said:
That is quite a weird error... Is there a website linked to this domain? Are you able to access the content of the site with your Durban ADSL IP address?
Click to expand...

That is correct,

The domain when accessed via a web browser to login using 'webmail' works fine.

The issue is pretty much only with incoming mail or port related to it, when using Outlook and only occurs on the Durban ADSL.

I tried a trial WebAfrica account and the same thing happens. But doesn't happen anywhere else.

Does this nail it down to Telkom/Hertzer?
 
iMcJaz said:
That is correct,

The domain when accessed via a web browser to login using 'webmail' works fine.

The issue is pretty much only with incoming mail or port related to it, when using Outlook and only occurs on the Durban ADSL.

I tried a trial WebAfrica account and the same thing happens. But doesn't happen anywhere else.

Does this nail it down to Telkom/Hertzer?
Click to expand...

Well, if you're experiencing the same issue on Webafrica it pretty much rules out an ISP related issue. I don't think your Telkom infrastructure is to blame either. That leaves us with Hetzner. Perhaps they are blocking certain IP ranges on their mail servers which is what is causing your problem. Have you contacted them at all? Flushing and white listing your IP should be pretty easy for them to do. :)
 
I have a problem with hop 3 too.

This is Afrihost account to europe gaming server.

Code: 
Tracing route to nc1.eu [51.255.40.252]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2     *        *        *     Request timed out.
  3    123 ms     *      117 ms  cpt-tx2.ip.adsl.co.za [169.1.5.81]
  4    53 ms    51 ms    52 ms  cpt-rx2.ip.adsl.co.za [169.1.5.82]
  5    51 ms    47 ms    45 ms  cpt-net1.ip.adsl.co.za [169.1.5.128]
  6    90 ms    88 ms    90 ms  41.164.52.40
  7    35 ms    35 ms    36 ms  ix-ae-7-0.tcore1.KLT-Cape-Town.as6453.net [41.206.164.53]
  8     *      292 ms   312 ms  if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.97]
  9   187 ms   185 ms   185 ms  if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
 10   289 ms   283 ms   265 ms  if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
 11   197 ms   196 ms   197 ms  if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
 12   198 ms   198 ms   199 ms  if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
 13   184 ms   187 ms   187 ms  if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
 14   594 ms   311 ms   329 ms  195.219.83.102
 15   196 ms     *       198 ms  be100-152.ldn-5-a9.uk.eu [178.33.100.210]
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18   194 ms   194 ms   193 ms  be7.gra-z1g1-a75.fr.eu [37.187.232.79]
 19   286 ms   246 ms   286 ms  po5.gra-z1b5-a70.fr.eu [92.222.61.116]
 20   199 ms   199 ms   200 ms  92.222.61.38
 21   204 ms   203 ms   202 ms  149.202.255.68
 22     *      205 ms   204 ms  nc1.eu [51.255.40.252]

Trace complete.

Whereas the same time on VOX I can this...

Code: 
Tracing route to nc1.eu [51.255.40.252]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2     *        *        *     Request timed out.
  3    35 ms    34 ms    35 ms  telkom-upload-vlan-tygerberg-ipc.vox.co.za [41.193.121.37]
  4    34 ms    37 ms    36 ms  vox-upload-teraco-cpt-tygerberg-ipc.vox.co.za [41.193.121.38]
  5    43 ms    43 ms    43 ms  vox-b2b-pts-tygerberg-ipc-int.vox.co.za [196.41.29.233]
  6    43 ms    44 ms    42 ms  41.193.120.33
  7   182 ms   183 ms   183 ms  vox-ldn-telecity-wacs.vox.co.za [196.41.24.174]
  8   176 ms   176 ms   176 ms  xe-10-2-2.edge4.London1.Level3.net [195.50.120.13]
  9   183 ms   184 ms   183 ms  ae-115-3501.edge3.London1.Level3.net [4.69.166.130]
 10   184 ms   185 ms   184 ms  be100-102.ldn-1-a9.uk.eu [178.33.100.213]
 11   179 ms   179 ms   180 ms  be10-151.rbx-g1-a9.fr.eu [91.121.215.178]
 12     *        *        *     Request timed out.
 13   187 ms   186 ms   186 ms  be5.gra-z1g2-a75.fr.eu [37.187.232.77]
 14   180 ms   178 ms   180 ms  po7.gra-z1b5-a70.fr.eu [92.222.61.118]
 15   179 ms   179 ms   180 ms  92.222.61.38
 16   186 ms   186 ms   187 ms  149.202.255.68
 17   179 ms   179 ms   179 ms  nc1.eu [51.255.40.252]

Trace complete.
 
Dan C said:
I have a problem with hop 3 too.

This is Afrihost account to europe gaming server.

Code: 
Tracing route to nc1.eu [51.255.40.252]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2     *        *        *     Request timed out.
  3    123 ms     *      117 ms  cpt-tx2.ip.adsl.co.za [169.1.5.81]
  4    53 ms    51 ms    52 ms  cpt-rx2.ip.adsl.co.za [169.1.5.82]
  5    51 ms    47 ms    45 ms  cpt-net1.ip.adsl.co.za [169.1.5.128]
  6    90 ms    88 ms    90 ms  41.164.52.40
  7    35 ms    35 ms    36 ms  ix-ae-7-0.tcore1.KLT-Cape-Town.as6453.net [41.206.164.53]
  8     *      292 ms   312 ms  if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.97]
  9   187 ms   185 ms   185 ms  if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
 10   289 ms   283 ms   265 ms  if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
 11   197 ms   196 ms   197 ms  if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
 12   198 ms   198 ms   199 ms  if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
 13   184 ms   187 ms   187 ms  if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
 14   594 ms   311 ms   329 ms  195.219.83.102
 15   196 ms     *       198 ms  be100-152.ldn-5-a9.uk.eu [178.33.100.210]
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18   194 ms   194 ms   193 ms  be7.gra-z1g1-a75.fr.eu [37.187.232.79]
 19   286 ms   246 ms   286 ms  po5.gra-z1b5-a70.fr.eu [92.222.61.116]
 20   199 ms   199 ms   200 ms  92.222.61.38
 21   204 ms   203 ms   202 ms  149.202.255.68
 22     *      205 ms   204 ms  nc1.eu [51.255.40.252]

Trace complete.

Whereas the same time on VOX I can this...

Code: 
Tracing route to nc1.eu [51.255.40.252]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2     *        *        *     Request timed out.
  3    35 ms    34 ms    35 ms  telkom-upload-vlan-tygerberg-ipc.vox.co.za [41.193.121.37]
  4    34 ms    37 ms    36 ms  vox-upload-teraco-cpt-tygerberg-ipc.vox.co.za [41.193.121.38]
  5    43 ms    43 ms    43 ms  vox-b2b-pts-tygerberg-ipc-int.vox.co.za [196.41.29.233]
  6    43 ms    44 ms    42 ms  41.193.120.33
  7   182 ms   183 ms   183 ms  vox-ldn-telecity-wacs.vox.co.za [196.41.24.174]
  8   176 ms   176 ms   176 ms  xe-10-2-2.edge4.London1.Level3.net [195.50.120.13]
  9   183 ms   184 ms   183 ms  ae-115-3501.edge3.London1.Level3.net [4.69.166.130]
 10   184 ms   185 ms   184 ms  be100-102.ldn-1-a9.uk.eu [178.33.100.213]
 11   179 ms   179 ms   180 ms  be10-151.rbx-g1-a9.fr.eu [91.121.215.178]
 12     *        *        *     Request timed out.
 13   187 ms   186 ms   186 ms  be5.gra-z1g2-a75.fr.eu [37.187.232.77]
 14   180 ms   178 ms   180 ms  po7.gra-z1b5-a70.fr.eu [92.222.61.118]
 15   179 ms   179 ms   180 ms  92.222.61.38
 16   186 ms   186 ms   187 ms  149.202.255.68
 17   179 ms   179 ms   179 ms  nc1.eu [51.255.40.252]

Trace complete.
Click to expand...

:(

Our Team will definitely need to look into this! Could you ping bras.afrihost.com on the Afrihost account please.
 
AfriGenie said:
:(

Our Team will definitely need to look into this! Could you ping bras.afrihost.com on the Afrihost account please.
Click to expand...

Code: 
C:\Users\zootie>ping bras.afrihost.com

Pinging bras.afrihost.com [155.239.255.250] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 155.239.255.250:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\zootie>

Both Afrihost account and VOX does the same :) BTW I'm on your freebie account at the moment.
 
Dan C said:
Code: 
C:\Users\zootie>ping bras.afrihost.com

Pinging bras.afrihost.com [155.239.255.250] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 155.239.255.250:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\zootie>

Both Afrihost account and VOX does the same :) BTW I'm on your freebie account at the moment.
Click to expand...

It could be that the Exchange doesn't respond to ICMP traffic. Are you consistently getting those sorts of results?
 
Hi AfriGenie,

It has taken me a while to respond to this thread but I am constantly getting the same results as Dan C on ping bras.afrihost.com or ping 155.239.255.250

See attached:
ping bras.afrihost.com.JPG

If I ping bras.afrihost.com in JHB I get replies everytime. I TeamView into Durban's computer I get Request timed out.

So I understand that ICMP traffic is not responding - which i believe isn't an issue. Could it be a reason for other errors to occur? (such as the Outlook timeout I experience).

I don't have a static IP - but will ask Hertzner to 'whitelist' or check if there are any blocks on IP ranges.
 
Last edited:
iMcJaz said:
Hi AfriGenie,

It has taken me a while to respond to this thread but I am constantly getting the same results as Dan C on ping bras.afrihost.com or ping 155.239.255.250

See attached:
View attachment 458841

If I ping bras.afrihost.com in JHB I get replies everytime. I TeamView into Durban's computer I get Request timed out.

So I understand that ICMP traffic is not responding - which i believe isn't an issue. Could it be a reason for other errors to occur? (such as the Outlook timeout I experience).

I don't have a static IP - but will ask Hertzner to 'whitelist' or check if there are any blocks on IP ranges.
Click to expand...

Have you taken this up with Hetzner as AfriFella suggested?
 
Dan C said:
Code: 
C:\Users\zootie>ping bras.afrihost.com

Pinging bras.afrihost.com [155.239.255.250] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 155.239.255.250:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\zootie>

Both Afrihost account and VOX does the same :) BTW I'm on your freebie account at the moment.
Click to expand...

These aren't problems but rather by design.
 
iMcJaz said:
Hi AfriGenie,

It has taken me a while to respond to this thread but I am constantly getting the same results as Dan C on ping bras.afrihost.com or ping 155.239.255.250

See attached:
View attachment 458841

If I ping bras.afrihost.com in JHB I get replies everytime. I TeamView into Durban's computer I get Request timed out.

So I understand that ICMP traffic is not responding - which i believe isn't an issue. Could it be a reason for other errors to occur? (such as the Outlook timeout I experience).

I don't have a static IP - but will ask Hertzner to 'whitelist' or check if there are any blocks on IP ranges.
Click to expand...

Remember that we've mapped this IP address in our DNS, but it will only work for a BRAS (mostly newer ones) that responds to ping on this address. That would generally be when you get no response on the second hop of a normal trace route (might be a different step when you use a VPN. Can you post the full trace route?
 
iMcJaz said:
Hi AfriGenie,

It has taken me a while to respond to this thread but I am constantly getting the same results as Dan C on ping bras.afrihost.com or ping 155.239.255.250

See attached:
View attachment 458841

If I ping bras.afrihost.com in JHB I get replies everytime. I TeamView into Durban's computer I get Request timed out.

So I understand that ICMP traffic is not responding - which i believe isn't an issue. Could it be a reason for other errors to occur? (such as the Outlook timeout I experience).

I don't have a static IP - but will ask Hertzner to 'whitelist' or check if there are any blocks on IP ranges.
Click to expand...

Is the mail issue on Apple devices?
 
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