DJ-1701 Posted February 21, 2018 Posted February 21, 2018 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 Posted February 22, 2018 Author Posted February 22, 2018 Surely someone else here uses Exa and their filtering.
newpersn Posted February 22, 2018 Posted February 22, 2018 We use Exa but not Quantum. Still using SurfProtect, and the page loads for me.. 1
DJ-1701 Posted February 22, 2018 Author Posted February 22, 2018 (edited) 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 Posted February 22, 2018 Posted February 22, 2018 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. 1
Fazza Posted February 22, 2018 Posted February 22, 2018 We're on the Surfprotect Quantum system and can get to that URL OK and the IP comes back as 82.219.4.38. 1
exa_john Posted February 22, 2018 Posted February 22, 2018 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 1
DJ-1701 Posted February 22, 2018 Author Posted February 22, 2018 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 Posted February 22, 2018 Author Posted February 22, 2018 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 Posted February 22, 2018 Posted February 22, 2018 No idea I'm afraid! We've not got any login details yet (as far as I know anyway).
DJ-1701 Posted February 22, 2018 Author Posted February 22, 2018 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.
DJ-1701 Posted February 22, 2018 Author Posted February 22, 2018 This is what I get when I go to that URL: [ATTACH=CONFIG]47783[/ATTACH] Thank you very much @Fazza!
DJ-1701 Posted February 22, 2018 Author Posted February 22, 2018 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. 2
newpersn Posted February 22, 2018 Posted February 22, 2018 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. 2
EXA_Mark Posted February 22, 2018 Posted February 22, 2018 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 2
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