Exa ISP users... Exa Helpdesk... does it load for you?

[DJ-1701]

Could anyone that is using Exa as their ISP and been moved over to the new Quantum proxy servers (i.e. *.quantum.exa-networks.co.uk) try pinging help.exa.net.uk and let me know what IP address it resolves to, then visiting https://help.exa.net.uk and letting me know if it loads please?

 

For me, it resolves to the IP address 82.219.4.38, fails on Quantum proxy but works on the old Surfprotect proxy.

[DJ-1701]

Surely someone else here uses Exa and their filtering.

[newpersn]

We use Exa but not Quantum.

 

Still using SurfProtect, and the page loads for me..

[DJ-1701]

We use Exa but not Quantum.

 

Still using SurfProtect, and the page loads for me..

 

And, I assume when you ping it (help.exa.net.uk), it returns 82.219.4.38 for you on your connection?

Edited February 22, 2018 by DJ-1701

[newpersn]

And, I assume when you ping it (help.exa.net.uk), it returns 82.219.4.38 for you on your connection?

 

Yep. Pings that address.

[Fazza]

We're on the Surfprotect Quantum system and can get to that URL OK and the IP comes back as 82.219.4.38.

[exa_john]

Hi DJ-1701

 

If you PM your details, I will get someone on our Support desk to call you.

 

There is no reason for this to be blocked.

 

Thanks

 

John

[DJ-1701]

We're on the Surfprotect Quantum system and can get to that URL OK and the IP comes back as 82.219.4.38.

 

@Fazza Does it display helpdesk components, like this?

 

 

Or just a general business page like this?

 

[DJ-1701]

Hi DJ-1701

 

If you PM your details, I will get someone on our Support desk to call you.

 

There is no reason for this to be blocked.

 

Thanks

 

John

 

@exa_john Already got a call logged, SRPY-2874-ARRS, but unfortunately doesn't appear to be an easy one to work out.

[Fazza]

No idea I'm afraid! We've not got any login details yet (as far as I know anyway).

[DJ-1701]

No idea I'm afraid! We've not got any login details yet (as far as I know anyway).

 

@Fazza The way to tell is if https://help.exa.net.uk appeared as the second picture... then the page isn't loading correctly, if you have sign in details or not.

 

On a note about the helpdesk system, I got my sign in details on the 27/09/2016 from Exa with a subject of 'Your new helpdesk account'. I personally find it very useful.

[Fazza]

This is what I get when I go to that URL:

 

[DJ-1701]

This is what I get when I go to that URL:

 

[ATTACH=CONFIG]47783[/ATTACH]

 

Thank you very much @Fazza!

[DJ-1701]

Thank you @newpersn and @Fazza for demonstrating the same results, after I linked this thread, they found the issue was DNS at their end.

 

You should find help.exa.net.uk should resolve to 82.219.3.162, and be accessable over the quantum proxy.

[newpersn]

C:\WINDOWS\system32> ping help.exa.net.uk

 

Pinging help.exa.net.uk [82.219.3.162] with 32 bytes of data:

Reply from 82.219.3.162: bytes=32 time=20ms TTL=57

Reply from 82.219.3.162: bytes=32 time=19ms TTL=57

Reply from 82.219.3.162: bytes=32 time=19ms TTL=57

Reply from 82.219.3.162: bytes=32 time=19ms TTL=57

 

Yep.

[EXA_Mark]

Thank you @newpersn and @Fazza for demonstrating the same results, after I linked this thread, they found the issue was DNS at their end.

 

You should find help.exa.net.uk should resolve to 82.219.3.162, and be accessible over the quantum proxy.

 

Yes, all fixed at this end, thanks to everyone on the thread for bringing this to the teams attention today.

 

In reality, it was quite a complex issue, not just a regular DNS C name type thing, In part it was IPv6 related (Quantum routes IPv6 as preferred, if available), and that coupled with some weird DNS redirecting/writing because of that, caused the site to be re-routed for some customers to the http://www.exa.net.uk website instead.

 

Once again, sorry, I hope this wasn't too much of an inconvenience for any of you, and again thanks for the heads up to start with.

 

As an extra special thank you to all on this post, we have a really brilliant new customer support interface coming up in the next few months, replacing the current version of help.exa.net.uk and if any of you would like to get an advanced sneak peak next month pm me

[Fazza]

Just tested it again and it works now!