Topic: Problem for people that could not access deckbox.org

Hello,

We have today found out about an issue that has been a problem since our server move 4 months ago.

We have sometimes received reports that some users cannot access the site anymore, and we've always thought it to be a DNS problem that goes away in time. That however was false.

The problems (which persist for some people until now) are caused by the Hamachi VPN software, which blocks IP addresses from the 5.x.x.x block, of which deckbox is a part of since our server move.

The issue is addressed officially on their forums here, workarounds are listed as well: http://community.logmein.com/t5/Hamachi … td-p/83996 . If you have hamachi installed, please try those workarounds, or as a last resort, try uninstalling it.

If you know of people who can still have problems accessing deckbox from some machines, please pass them this link.


Sorry for the problems caused, let us know if the workarounds work. We're as always available for assistance here or via support@deckbox.org.


P.S. For the IT/network guys amongst you, I'm quoting below an explanation from another source:
http://superuser.com/questions/461825/c … m-osx-lion

You have a route for the 5.0.0.0/8 network there leading to the ham0 interface.

This is the hamachi interface. When Hamachi started their service, they chose the 5.0.0.0/8 network as their pool of addresses to avoid conflicting with any existing ranges. However, hamachi were never allocated this range.

In the past couple of months, RIPE (who are responsible for this range) have started selling blocks in the 5/8 network. This was inevitable with the quickly depleting numbers of ipv4 addresses, yet hamachi are still using this block.

If you want to access services in this range, then you will need to uninstall hamachi - or at least disable it while accessing those blocks. You could also manually delete the route each time.

The real fix will be for hamachi to purchase a block that they are entitled to use, or to switch to ipv6.

Re: Problem for people that could not access deckbox.org

I notably cannot connect to deckbox on the T-Mobile network, which is just weird.  If I'm on wifi, my phone connects just fine.  :\

Through wifi on phone (IP: 71.220.9.206):
traceroute to deckbox.org (5.9.7.215), 30 hops max, 38 byte packets
1  10.0.1.254 (10.0.1.254)  3.236 ms  0.061 ms  1.954 ms
2  mpls-dsl-gw57.mpls.qwest.net (207.225.140.57)  25.789 ms  67.266 ms  113.200 ms
3  mpls-agw1.inet.qwest.net (75.168.229.193)  33.298 ms  30.581 ms  30.276 ms
4  chp-brdr-03.inet.qwest.net (67.14.8.194)  33.908 ms  35.556 ms  38.822 ms
5  63.146.27.18 (63.146.27.18)  44.468 ms  34.610 ms  82.955 ms
6  vlan52.ebr2.Chicago2.Level3.net (4.69.138.190)  67.572 ms  36.350 ms  43.767 ms
7  ae-6-6.ebr2.Washington12.Level3.net (4.69.148.145)  55.303 ms  72.944 ms  85.579 ms
8  ae-5-5.ebr2.Washington1.Level3.net (4.69.143.221)  56.981 ms  55.730 ms  53.625 ms
9  ae-42-42.ebr2.Paris1.Level3.net (4.69.137.53)  133.832 ms  ae-43-43.ebr2.Paris1.Level3.net (4.69.137.57)  135.267 ms  ae-41-41.ebr2.Paris1.Level3.net (4.69.137.49)  143.293 ms
10  ae-47-47.ebr1.Frankfurt1.Level3.net (4.69.143.141)  154.708 ms  ae-46-46.ebr1.Frankfurt1.Level3.net (4.69.143.137)  153.731 ms  ae-48-48.ebr1.Frankfurt1.Level3.net (4.69.143.145)  183.580 ms
11  ae-71-71.csw2.Frankfurt1.Level3.net (4.69.140.6)  150.069 ms  ae-61-61.csw1.Frankfurt1.Level3.net (4.69.140.2)  151.320 ms  ae-81-81.csw3.Frankfurt1.Level3.net (4.69.140.10)  146.223 ms
12  ae-1-60.edge7.Frankfurt1.Level3.net (4.69.154.11)  160.812 ms  ae-4-90.edge7.Frankfurt1.Level3.net (4.69.154.203)  166.549 ms  ae-2-70.edge7.Frankfurt1.Level3.net (4.69.154.75)  154.341 ms
13  AS33891-NET.edge7.Frankfurt1.Level3.net (195.16.162.94)  159.652 ms  154.739 ms  140.638 ms
14  hos-bb1.juniper2.rz16.hetzner.de (213.239.240.200)  140.698 ms  hos-bb1.juniper1.rz16.hetzner.de (213.239.240.199)  156.661 ms  hos-bb1.juniper2.rz16.hetzner.de (213.239.240.200)  158.461 ms
15  hos-tr4.ex3k7.rz16.hetzner.de (213.239.223.232)  147.169 ms  hos-tr2.ex3k7.rz16.hetzner.de (213.239.222.104)  146.467 ms  hos-tr3.ex3k7.rz16.hetzner.de (213.239.223.200)  162.552 ms
16  deckbox.org (5.9.7.215)  148.909 ms  149.794 ms  169.480 ms

Through T-Mobile USA on phone (IP: 208.54.80.225):
shell@android:/ # traceroute deckbox.org                                       
traceroute to deckbox.org (5.9.7.215), 30 hops max, 38 byte packets
1  10.170.218.48 (10.170.218.48)  39.402 ms  119.121 ms  40.165 ms
2  10.170.218.137 (10.170.218.137)  49.016 ms  50.634 ms  40.379 ms
3  10.170.218.162 (10.170.218.162)  129.498 ms  49.535 ms  40.165 ms
4  10.170.218.161 (10.170.218.161)  49.046 ms  49.534 ms  49.504 ms
5  10.170.218.5 (10.170.218.5)  49.717 ms  52.618 ms  55.730 ms
6  10.170.218.10 (10.170.218.10)  50.084 ms  49.321 ms  49.840 ms
7  10.177.18.25 (10.177.18.25)  49.595 ms  49.535 ms  49.565 ms
8  10.177.18.14 (10.177.18.14)  39.798 ms  48.497 ms  70.593 ms
9  xe-9-0-0.edge4.Chicago2.Level3.net (4.28.68.29)  48.833 ms  49.748 ms  40.378 ms
10  4.69.158.150 (4.69.158.150)  49.382 ms  4.69.158.154 (4.69.158.154)  49.871 ms  49.779 ms
11  ae-6-6.ebr2.Washington12.Level3.net (4.69.148.145)  69.983 ms  59.820 ms  69.800 ms
12  ae-5-5.ebr2.Washington1.Level3.net (4.69.143.221)  59.728 ms  58.629 ms  69.952 ms
13  ae-41-41.ebr2.Paris1.Level3.net (4.69.137.49)  139.631 ms  ae-44-44.ebr2.Paris1.Level3.net (4.69.137.61)  140.058 ms  ae-43-43.ebr2.Paris1.Level3.net (4.69.137.57)  140.027 ms
14  ae-47-47.ebr1.Frankfurt1.Level3.net (4.69.143.141)  160.049 ms  ae-46-46.ebr1.Frankfurt1.Level3.net (4.69.143.137)  148.817 ms  ae-48-48.ebr1.Frankfurt1.Level3.net (4.69.143.145)  150.038 ms
15  ae-61-61.csw1.Frankfurt1.Level3.net (4.69.140.2)  160.080 ms  ae-91-91.csw4.Frankfurt1.Level3.net (4.69.140.14)  148.848 ms  ae-61-61.csw1.Frankfurt1.Level3.net (4.69.140.2)  148.787 ms
16  ae-3-80.edge7.Frankfurt1.Level3.net (4.69.154.139)  146.619 ms  ae-2-70.edge7.Frankfurt1.Level3.net (4.69.154.75)  150.038 ms  ae-4-90.edge7.Frankfurt1.Level3.net (4.69.154.203)  140.058 ms
17  AS33891-NET.edge7.Frankfurt1.Level3.net (195.16.162.94)  139.997 ms  148.909 ms  139.661 ms
18  hos-bb1.juniper2.rz16.hetzner.de (213.239.240.200)  149.550 ms  148.787 ms  hos-bb1.juniper1.rz16.hetzner.de (213.239.240.199)  150.007 ms
19  hos-tr4.ex3k7.rz16.hetzner.de (213.239.223.232)  156.906 ms  hos-tr1.ex3k7.rz16.hetzner.de (213.239.222.72)  149.031 ms  hos-tr4.ex3k7.rz16.hetzner.de (213.239.223.232)  150.465 ms
20  deckbox.org (5.9.7.215)  150.802 ms  148.695 ms  149.946 ms

Last edited by marumari (2012-12-06 14:28:11)

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Re: Problem for people that could not access deckbox.org

Weird, that traceroute looks ok...

Can you not even see the homepage? I would have thought about a https issue maybe but that's only used after you try logging in.

Re: Problem for people that could not access deckbox.org

Nope, the browser just sits in the tank until it eventually errors out with:

HTTP ERROR: 504

Gateway Timeout

RequestURI=http://deckbox.org/

Not sure if that's a reverse proxy on your system or a transparent proxy on the T-Mobile network, however.  Trying to go to https://deckbox.org/ redirects me to http://deckbox.org/ and then causes the same error.

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Re: Problem for people that could not access deckbox.org

I have the same issue on T-Mobile with my Note2. Glad I found this thread though, I was going crazy trying to figure out what's wrong!

Re: Problem for people that could not access deckbox.org

Any news on this? I've got the same issue on my T-Mobile phone. Thanks for the great tool!

Re: Problem for people that could not access deckbox.org

Yep, I've had the same problem on T-Mobile.  Luckily I'm just always around WiFi.

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Re: Problem for people that could not access deckbox.org

Checking back on this issue since we've been reminded via email to support that T-Mobile users still have problems.

Sadly this issue is out of our control. TMobile are using some IP ranges internally that they are not allowed to be using, and they are blocking various websites because of it (deckbox.org being one of them).

I highly recommend opening a ticket with them or asking them in support about it. If you do, be very specific that the problem is you cannot access sites with IP addresses like "5.9.7.215" AT ALL BECAUSE OF THEIR NETWORK.

Some support people will not understand what that means, but maybe you can get to someone who does and registers your complaint. Their IT guys have to fix this problem on their end or you cannot access any website with this range of IP addresses.

Sorry again for these troubles.

For further reference, other websites have this issue too:

  http://www.wordsforreading.com/blog/201 … y-hetzner/

Last edited by sebi (2013-04-19 19:42:33)

Re: Problem for people that could not access deckbox.org

sebi wrote:

Checking back on this issue since we've been reminded via email to support that T-Mobile users still have problems.

Sadly this issue is out of our control. TMobile are using some IP ranges internally that they are not allowed to be using, and they are blocking various websites because of it (deckbox.org being one of them).

I highly recommend opening a ticket with them or asking them in support about it. If you do, be very specific that the problem is you cannot access sites with IP addresses like "5.9.7.215" AT ALL BECAUSE OF THEIR NETWORK.

Some support people will not understand what that means, but maybe you can get to someone who does and registers your complaint. Their IT guys have to fix this problem on their end or you cannot access any website with this range of IP address.

Sorry again for these troubles.

For further reference, other websites have this issue too:

  http://www.wordsforreading.com/blog/201 … y-hetzner/

Do you have more details? I'm a T-Mobile user but am able to access the site.

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Re: Problem for people that could not access deckbox.org

HikingStick wrote:

Do you have more details? I'm a T-Mobile user but am able to access the site.

You're able to get to Deckbox using 4G with T-Mobile?  That's odd since I think we're even in the same state.......

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Re: Problem for people that could not access deckbox.org

NullParameter wrote:
HikingStick wrote:

Do you have more details? I'm a T-Mobile user but am able to access the site.

You're able to get to Deckbox using 4G with T-Mobile?  That's odd since I think we're even in the same state.......

I can get to the site, but it often takes multiple loads.  I'll watch to make sure it is actually using the 4G network (rather than a wireless connection).

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Re: Problem for people that could not access deckbox.org

HikingStick wrote:
NullParameter wrote:
HikingStick wrote:

Do you have more details? I'm a T-Mobile user but am able to access the site.

You're able to get to Deckbox using 4G with T-Mobile?  That's odd since I think we're even in the same state.......

I can get to the site, but it often takes multiple loads.  I'll watch to make sure it is actually using the 4G network (rather than a wireless connection).


I've checked and checked.  I cannot get to Deckbox if only on T-Mobile's wireless network. I'm only connecting when I also have a Wi-Fi connection.  I'm calling them today, because they have me pissed off.

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Re: Problem for people that could not access deckbox.org

I contacted T-Mobile this morning and informed them that neither I, nor any of the other data-enabled phones on our plan can reach Deckbox.org with an IP address of 5.9.7.215.  I was escalated to a tech who understood and documented my complaint, and is further escalating the issue to a network engineer.

I also advised them that a failure to allow access to this site on their mobile network would result in my cancellation of our contract (for non-performance), and that we would move our lines (all five of them) to another carrier.  I gave them 10 days to resolve the issue (though their tech assured me I would be contacted with a resolution in less than three days' time).

If mine is the only such threat they receive (and I'm willing to follow through on it), it might accomplish little.  We need everyone who has T-Mobile to dial support (accessible via 6-1-1) and report the problem.

Sebi, any chance we can make a board-wide announcement that asks our T-Mobile using members to contact support?

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Re: Problem for people that could not access deckbox.org

Wow, that's a great accomplishment HikingStick, thanks! Be sure to let us know when they get back to you.

I think you're right with the announcement, and I will make an announcement post and move all the T-Mobile discussion in there. Users will see it in their news feeds afterwards.

Re: Problem for people that could not access deckbox.org

sebi wrote:

Wow, that's a great accomplishment HikingStick, thanks! Be sure to let us know when they get back to you.

I think you're right with the announcement, and I will make an announcement post and move all the T-Mobile discussion in there. Users will see it in their news feeds afterwards.

Even better--I just got a call back from a tech, and he said it is fixed.  I tried it myself (disabled Wi-Fi, and used their network), and IT WORKS!!!

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Re: Problem for people that could not access deckbox.org

The main site loads fairly quickly on their 4g network.  The forums load a little more slowly, but tolerable.

I'm composing and sending this from my phone.

I think my phone call is going to make many members very happy!

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Re: Problem for people that could not access deckbox.org

Holy smokes!  It works!

You are my hero HikingStick! big_smile

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Re: Problem for people that could not access deckbox.org

Wooow HikingStick, that is excellent news! Many thanks!