Can't connect to SmugMug

dancorder · August 27, 2007

I'm in the UK and can't currently get to either my smugmug page or the home page. I can access other sites (e.g. here!). Is this a problem with smugmug or is it my connection?

Tracert to my site:

Tracing route to dancorder.smugmug.com [63.81.134.23]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms voyager220v.home [192.168.1.1]
2 19 ms 21 ms 23 ms 217.47.83.250
3 21 ms 20 ms 20 ms 217.47.87.161
4 23 ms 21 ms 22 ms 217.41.168.21
5 33 ms 40 ms 31 ms 217.41.168.150
6 21 ms 20 ms 20 ms 217.41.168.54
7 20 ms 20 ms 20 ms 217.47.87.177
8 21 ms 21 ms 21 ms core2-pos0-1-4-0.ealing.ukcore.bt.net [62.6.201.
85]
9 21 ms 21 ms 22 ms core2-pos1-0-0.telehouse.ukcore.bt.net [62.6.201
.86]
10 21 ms 21 ms 20 ms manchester-nasaccess2-fe01.mdip.bt.net [195.99.1
25.66]
11 88 ms 89 ms 88 ms tge7-2.fr3.lga.llnw.net [69.28.171.125]
12 116 ms 116 ms 117 ms tge1-2.fr4.ord.llnw.net [69.28.171.193]
13 119 ms 117 ms 117 ms ve6.fr3.ord.llnw.net [69.28.172.41]
14 164 ms 162 ms 162 ms tge1-3.fr4.sjc.llnw.net [69.28.171.66]
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.

emtp563 · August 27, 2007

Yes mate, looks like it's down. Can't get to my site either.

ivar · August 27, 2007

Hey guys,

I've just visited both your pages, and they show up without any problems. We are not having any issues at this time as far as we know. I'm sorry to hear that you are having issues with the site though.

Can you please contact us at the helpdesk? Please let us know where you are located, and who your Internet Service Provider is.

If you can give us a traceroute (for emtp563), that would be great. Instructions can be found here:http://www.smugmug.com/gallery/2959046 (windows) or here: http://www.smugmug.com/gallery/3073291 (mac)

I'm sorry for the inconvenience. Holler if you have any questions.

dancorder · August 27, 2007

Hi Ivar,

Unfortunately the helpdesk link you gave is on SmugMug so I can't see it :cry

My ISP is British Telecom and I'm in St Albans, England if that helps.

ivar · August 27, 2007

dancorder wrote:

Hi Ivar,

Unfortunately the helpdesk link you gave is on SmugMug so I can't see it :cry

My ISP is British Telecom and I'm in St Albans, England if that helps.

PM sent to both of you

dancorder · August 27, 2007

The tracert instructions in the PM are on smugmug too

ivar · August 27, 2007

dancorder wrote:

The tracert instructions in the PM are on smugmug too

And you can't reach those either? blugh, okay, stby...

dancorder · August 27, 2007

Email sent, I just realised that I should try VPNing to my office and it works from there. I've included both tracerts in the email.

wmrogers · August 27, 2007

You're not the only one who can't get in, I keep timing out. Not experiencing problems loading any other page, smugmug is up to something this morning...

DougsPics · August 27, 2007

I can not get in either, using two different computers here.

wworks@comcast.net if you send me the instructions I can try to do it as well.

DougsPics · August 27, 2007

DougsPics wrote:

I can not get in either, using two different computers here.

wworks@comcast.net if you send me the instructions I can try to do it as well.

Just booted up my laptop from work and on our wireless connection it logged me into my site.

This happened once before, and then went away.. I can not even log into www.smugmug.com

Andy · August 27, 2007

Hi Folks, we've contacted our engineers to have a look. Just FYI, this is not system-wide, but seems to be isolated to some cusotmers. But of course we want to fix it (if it's something on our end) so that all of you can connect. Stay tuned, and sorry for the hassle.

jomar · August 27, 2007

Thanks! I just logged in to see what was happening. I too am in the UK, like dancorder, and with British Telecom for my ISP and I can't get into my gallery either.

Thanks for looking into it!

Jo

k2butter · August 27, 2007

I am having issues too.... I can't get on to anyone's smugmug site...

Andy · August 27, 2007

Are you folks still having connection trouble?

jomar · August 27, 2007

Yep! I've got nothing all all!

Scratch that - it's back! Thanks for your help!

Andy · August 27, 2007

OK could we please get traceroutes and ISP names for you folks that are having trouble?

Mort3770 · August 27, 2007

Andy wrote:

OK could we please get traceroutes and ISP names for you folks that are having trouble?

How do I do that Andy.

Barb · August 27, 2007

Mort3770 wrote:

How do I do that Andy.

Hi,

Follow these directions:

Click on Start Menu.
Click on Run.
Type in "cmd" and then click ok.
Type in "tracert www.smugmug.com" - no quotation marks
Wait for results.

For Vista users it's slightly different. There is a search box at the bottom of the menu that pops up when you click the big Windows icon (lower left). Type in cmd. The hit Enter.

You won't be able to click and drag to highlight the results. So, locate the little c: symbol located in the top left corner. If you click on that, it will bring up a new menu to use. Choose Edit then Select All. That will highlight the results.

Do the same thing, but this time, choose copy. Then paste that in a reply post here.

Andy · August 27, 2007

dancorder wrote:

Hi Ivar,

Unfortunately the helpdesk link you gave is on SmugMug so I can't see it :cry

My ISP is British Telecom and I'm in St Albans, England if that helps.

Hi Dan, got your email at the help desk - seems you are back in business now

dancorder · August 27, 2007

Indeed, all fine again here thanks. Out of interest was it anything you guys did?

Mort3770 · August 27, 2007

Barb wrote:

Hi,

Follow these directions:

Click on Start Menu.
Click on Run.
Type in "cmd" and then click ok.
Type in "tracert www.smugmug.com" - no quotation marks
Wait for results.

For Vista users it's slightly different. There is a search box at the bottom of the menu that pops up when you click the big Windows icon (lower left). Type in cmd. The hit Enter.

You won't be able to click and drag to highlight the results. So, locate the little c: symbol located in the top left corner. If you click on that, it will bring up a new menu to use. Choose Edit then Select All. That will highlight the results.

Do the same thing, but this time, choose copy. Then paste that in a reply post here.

That was Easy!

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Owner>tracert www.smugmug.com
Tracing route to hera.smugmug.com [63.81.134.23]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms pool-138-89-121-106.nwrk.east.verizon.net [138.89.121.106]
2 10 ms 10 ms 11 ms 10.5.67.1
3 11 ms 11 ms 10 ms at-1-2-0-1719.CORE-RTR2.NWRK.verizon-gni.net [130.81.10.61]
4 12 ms 11 ms 12 ms so-7-0-0-0.CORE-RTR1.NWRK.verizon-gni.net [130.81.18.214]
5 13 ms 13 ms 12 ms so-7-2-0-0.BB-RTR1.NWRK.verizon-gni.net [130.81.20.160]
6 13 ms 13 ms 13 ms so-6-3-0-0.BB-RTR1.NY325.verizon-gni.net [130.81.19.58]
7 13 ms 13 ms 13 ms so-6-0-0-0.PEER-RTR1.NY111.verizon-gni.net [130.81.17.129]
8 12 ms 19 ms 12 ms 130.81.15.142
9 38 ms 48 ms 38 ms tge1-2.fr4.ord.llnw.net [69.28.171.193]
10 48 ms 45 ms 37 ms ve6.fr3.ord.llnw.net [69.28.172.41]
11 92 ms 94 ms 94 ms tge1-3.fr4.sjc.llnw.net [69.28.171.66]
12 93 ms 105 ms 93 ms smugmug.ge4-1.fr3.sjc.llnw.net [208.111.152.82]
13 93 ms 93 ms 94 ms hera.smugmug.com [63.81.134.23]
Trace complete.
C:\Documents and Settings\Owner>

Can't connect to SmugMug

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