SmugMug Network Connectivity Issues

Tony Bonanno · January 4, 2007

Something is definitely broken. Been timing out most of evening here in New Mexico with Comcast.. Geesh !

Tony Bonanno · January 4, 2007

Andy,

Smugmug site been timing out most of evening here in New Mexico with Comcast. Everything else is working fine.

BeachBill · January 4, 2007

I've been noticing time outs off and on over the past 30 minutes or so while viewing various smugmug sites.

My connection is a T1 line from Speakeasy...

% traceroute www.smugmug.com
traceroute to hera.smugmug.com (63.81.134.23), 64 hops max, 44 byte packets
1 gw (66.253.48.161) 20.333 ms 44.949 ms 25.670 ms
2 dsl092-051-001.lax1.dsl.speakeasy.net (66.92.51.1) 14.914 ms 192.624 ms 25.218 ms
3 220.ge-0-1-0.cr2.lax1.speakeasy.net (69.17.82.197) 14.812 ms 14.755 ms 15.132 ms
4 ge-3-1-440.ipcolo2.LosAngeles1.Level3.net (4.78.194.17) 15.141 ms 12.680 ms 30.660 ms
5 ae-24-52.car4.LosAngeles1.Level3.net (4.68.102.47) 14.868 ms 14.757 ms 15.154 ms
6 CWIE-LLC.car4.LosAngeles1.Level3.net (4.71.128.38) 20.141 ms 19.110 ms 40.170 ms
7 ve5.fr4.lax.llnw.net (69.28.171.206) 20.255 ms 24.786 ms 25.233 ms
8 ge1-3.fr3.sjc.llnw.net (69.28.171.118) 25.557 ms 30.481 ms 65.367 ms
9 * * *
10 hera.smugmug.com (63.81.134.23) 50.353 ms 21.957 ms 25.403 ms

cwphotos · January 4, 2007

Add me to the list.... just as I was going to upload some stuff so I can go to bed........ :bluduh

gluwater · January 4, 2007

I'm getting the same thing. Smugmug loads really slow or not at all.
Hope this helps. From Chicago suburbs using Comcast.

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

1 * * * Request timed out.
2 11 ms 10 ms 11 ms GE-2-6-ur01.elmhurst.il.chicago.comcast.net [68.86.115.209]
3 * * 10 ms 10g-9-3-ar01.elmhurst.il.chicago.comcast.net [68.87.230.81]
4 9 ms 11 ms 9 ms 68.87.231.250
5 14 ms 11 ms 11 ms 12.116.225.241
6 14 ms 13 ms 12 ms tbr2031501.cgcil.ip.att.net [12.122.85.106]
7 10 ms 11 ms 11 ms 12.122.99.73
8 10 ms 19 ms 10 ms 12.116.74.146
9 68 ms 69 ms 68 ms tge1-3.fr4.sjc.llnw.net [69.28.171.66]
10 74 ms 75 ms 74 ms ve5.fr3.sjc.llnw.net [69.28.171.209]
11 * * * Request timed out.
12 * 56 ms 58 ms hera.smugmug.com [63.81.134.23]

Trace complete.

gluwater · January 4, 2007

Oh I forgot, this is what my smugmug page looks like when it does load for me. Good luck guys.

christulk · January 4, 2007

Is it smugmug or my computer??
Hi,

Seem to be having problems with my site. When I enter a folder then press the add photos icon, it takes a long to time to load (longer than normal) and the screen is a white background with really big font. the green smugmug isn't coming up so I can't upload...

Any one else having this problem??

Thanks

nickphoto123 · January 4, 2007

Smugmug wont load
I go to my Smugmug site and it won't load.

Is there a problem?

Thank you.

ivar · January 4, 2007

Hi Guys,

Networks was a little slow earlier, but things are pretty zippy now, at least for me they are. Can you check and let me know if you are still experiencing unusual behavior? Thanks!

gluwater · January 4, 2007

As Dogwood said, yes, more info in this thread.

http://dgrin.com/showthread.php?t=50662

gluwater · January 4, 2007

Hey Ivar, it is going faster but still seems a little buggy here in Chicago

gluwater · January 4, 2007

Here is another trace route using Comcast in Chicago suburbs.

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

1 * * * Request timed out.
2 8 ms 9 ms * GE-2-6-ur01.elmhurst.il.chicago.comcast.net [68.86.115.209]
3 9 ms * * 10g-9-3-ar01.elmhurst.il.chicago.comcast.net [68.87.230.81]
4 10 ms 9 ms 9 ms 68.87.231.250
5 9 ms 12 ms 10 ms 12.116.225.241
6 12 ms 11 ms 12 ms tbr2031501.cgcil.ip.att.net [12.122.85.106]
7 12 ms 12 ms 15 ms 12.122.99.73
8 11 ms 15 ms 11 ms 12.116.74.146
9 64 ms 64 ms 64 ms tge1-3.fr4.sjc.llnw.net [69.28.171.66]
10 64 ms 64 ms 64 ms ve5.fr3.sjc.llnw.net [69.28.171.209]
11 * * * Request timed out.
12 57 ms * * hera.smugmug.com [63.81.134.23]
13 * * 60 ms hera.smugmug.com [63.81.134.23]

Trace complete.

ivar · January 4, 2007

gluwater wrote:

Hey Ivar, it is going faster but still seems a little buggy here in Chicago

Thanks. I am not having any problems at all, but since I am in the Netherlands, I may be routed a little differently and doesn't mean that you are not having any problems with it.

wellman · January 4, 2007

Wireless wrote:

If you can get to dgrin, you can get to SmugMug... They are on the same network, and would be impacted equally with this incident tonight. If you are seeing other effects, it's something else.

I'm currently able to get to dgrin.com and the main smugmug.com site. However, I'm unable to load my account (or anyone else's).

Charter cable, east TN

gluwater · January 4, 2007

ivar wrote:

Thanks. I am not having any problems at all, but since I am in the Netherlands, I may be routed a little differently and doesn't mean that you are not having any problems with it.

It was fine about 10 minutes ago but now I can't load any smugmug sites anymore. Oh well, it's 5AM here, time for me to go to sleep. Good luck everyone.

Thusie · January 4, 2007

No joy here this AM. Can get to SM can't upload, get time out error. Can get around the rest of the net just fine.

Central Ohio RR

ramdisk · January 4, 2007

My smugmug account is very very slow north of Detroit on comcast

I Simonius · January 4, 2007

Still Slow
Midday (Thurs Jan4th) here in UK

VERY slow access to my site, or intermittant access

Rando · January 4, 2007

I gave up at ~12:30 AM EST, it's 7:30 AM EST and it's still down. What's going on?

Wireless · January 4, 2007

Folks, I really need your help here. Please, please, please, please post traceroutes.

I'm really at the mercy of other ISP's on this, and there's not much I can do without traceroutes which give us information to helps show them where a problem lies.

I think we've encountered a bug on our routers, and have put a work around in place to minimize impact while we isolate and try to get it fixed. Unfortunately there appears to be fallout that hasn't been fully resolved around the internet. I can't contact all 200,000+ route providers, however you can help me narrow down who to get involved.

From where I sit, we're fully operational with no degredation. I understand this may not be the case for you, so I need help in identifying which networks out there can't reach us.

Comcast has been contacted already. More as I get additional information from them.

Thanks!

Wireless · January 4, 2007

duplicating from other thread, since we seem to have two:

Folks, I really need your help here. Please, please, please, please post traceroutes.

I'm really at the mercy of other ISP's on this, and there's not much I can do without traceroutes which give us information to helps show them where a problem lies.

I think we've encountered a bug on our routers, and have put a work around in place to minimize impact while we isolate and try to get it fixed. Unfortunately there appears to be fallout that hasn't been fully resolved around the internet. I can't contact all 200,000+ route providers, however you can help me narrow down who to get involved.

From where I sit, we're fully operational with no degredation. I understand this may not be the case for you, so I need help in identifying which networks out there can't reach us.

Comcast has been contacted already. More as I get additional information from them.

Thanks!

Thusie · January 4, 2007

I have my trace but how in the heck do you copy paste here, never have figured that out??

I sent my trace email

HDVideo · January 4, 2007

Don't know if I did this right. I'm on Comcast in New Mexico and ran this from Phoenix site. I'm not sure how to do the trace from my location, but I haven't been able to get into www.HighDesertRacing.com all morning.

[B]FROM getnet.net TO www.highdesertracing.com.[/B] traceroute to www.highdesertracing.com (63.81.134.23), 30 hops max, 40 byte packets
 1  phnx-core-7513.getnet.net (216.19.223.1)  0.973 ms  1.190 ms  1.329 ms
 2  phnx-core-7513.getnet.net (216.19.201.247)  173.250 ms  173.221 ms  173.331 ms
 3  phnx-core2-7513.getnet.net (216.19.201.248)  1.121 ms  1.121 ms  1.223 ms
 4  s1-0.ca01.phx01.atlas.cogentco.com (38.112.7.25)  3.801 ms  4.210 ms  4.496 ms
 5  s2-0.core02.lax01.atlas.cogentco.com (154.54.2.5)  15.267 ms  15.245 ms  15.205 ms
 6  p12-0.core01.lax01.atlas.cogentco.com (66.28.4.241)  31.934 ms  30.324 ms  30.100 ms
 7  t3-1.mpd01.lax01.atlas.cogentco.com (154.54.2.102)  14.260 ms  14.244 ms  14.213 ms
 8  t4-4.mpd01.lax05.atlas.cogentco.com (154.54.6.226)  14.156 ms  13.297 ms  12.902 ms
 9  g2-0-0.core01.lax05.atlas.cogentco.com (154.54.3.22)  12.588 ms  12.496 ms  12.723 ms
10  ge2-15.fr4.lax.llnw.net (69.28.144.145)  16.650 ms  15.732 ms  15.721 ms
11  ge1-3.fr3.sjc.llnw.net (69.28.171.118)  22.521 ms  22.686 ms  22.372 ms
12  * * *
13  hera.smugmug.com (63.81.134.23)  24.367 ms  23.468 ms  23.525 ms

ivar · January 4, 2007

How to trace
FOR MAC USERS:

Go to Applications > Utilities > Network Utility > Traceroute > enter hera.smugmug.com and hit 'trace'

Select the results and copy with cmd-c
Use cmd-v to paste the results in your post.

FOR WINDOWS USERS:

Go to Start > run > cmd > type: tracert hera.smugmug.com

Use the mark and copy functions in the top-left menu to copy the results.
Use ctrl-v to paste the results in your post.

Thusie · January 4, 2007

How about that!! Thanks Ivar. TraceRts I can do just getting them here was the issue..THANKS!

traceroute to hera.smugmug.com (63.81.134.23), 30 hops max, 40 byte packets
1 76.54.64.1 (76.54.64.1) 10.335 ms 11.069 ms 7.184 ms
2 gig2-4-550.ptskoh1-ybr1.columbus.rr.com (24.95.86.41) 8.97 ms 7.733 ms 7.558 ms
3 srp9-1.clmboh1-rtr2.columbus.rr.com (65.25.129.190) 12.34 ms 21.285 ms 12.626 ms
4 son0-2-0.mtgmoh1-rtr0.columbus.rr.com (24.95.81.193) 10.18 ms 14.422 ms 11.458 ms
5 te-3-1.car1.cincinnati1.level3.net (4.78.216.9) 12.736 ms 14.363 ms te-3-2.car1.cincinnati1.level3.net (4.78.216.13) 16.563 ms
6 * * ae-5-5.ebr2.chicago1.level3.net (4.69.132.206) 21.598 ms
7 ae-23-54.car3.chicago1.level3.net (4.68.101.103) 21.823 ms ae-23-56.car3.chicago1.level3.net (4.68.101.167) 25.189 ms ae-23-52.car3.chicago1.level3.net (4.68.101.39) 24.049 ms
8 4.71.100.14 (4.71.100.14) 18.225 ms 20.013 ms 19.629 ms
9 tge1-3.fr4.sjc.llnw.net (69.28.171.66) 100.246 ms 76.43 ms 76.491 ms
10 ve5.fr3.sjc.llnw.net (69.28.171.209) 75.424 ms 73.492 ms 77.506 ms
11 * * *
12 hera.smugmug.com (63.81.134.23) 81.545 ms 78.534 ms 83.964 ms

SkipRowland · January 4, 2007

i've been having the same issues; sporadically, i can get to my home page, but nothing else.

btw, i'm using a comcast high-speed cable connection.

Tracing route to hera.smugmug.com [63.81.134.23]
over a maximum of 30 hops:
1 5 ms 5 ms 6 ms c-3-0-ubr01.shadygrove.va.richmond.comcast.net [
73.141.64.1]
2 6 ms 5 ms 6 ms GE-6-1-ur01.shadygrove.va.richmond.comcast.net [
68.86.174.161]
3 6 ms 6 ms 7 ms te-9-1-ur01.ashland.va.richmond.comcast.net [68.
86.172.6]
4 8 ms 7 ms 8 ms te-1-4-ar01.staplesmllrd.va.richmond.comcast.net
[68.86.172.85]
5 9 ms 9 ms 10 ms 12.126.174.29
6 9 ms 10 ms 10 ms gbr5-p30.wswdc.ip.att.net [12.123.9.66]
7 12 ms 14 ms 12 ms tbr1-p013301.wswdc.ip.att.net [12.122.11.169]
8 10 ms 9 ms 10 ms 12.123.8.33
9 * * * Request timed out.
10 16 ms 38 ms 15 ms tge9-3.fr3.lga.llnw.net [69.28.171.158]
11 37 ms 36 ms 36 ms ge2-1.fr3.ord.llnw.net [69.28.171.193]
12 88 ms 84 ms 85 ms tge1-3.fr4.sjc.llnw.net [69.28.171.66]
13 88 ms 87 ms 88 ms ve5.fr3.sjc.llnw.net [69.28.171.209]
14 * * * Request timed out.
15 * * 93 ms hera.smugmug.com [63.81.134.23]
Trace complete.

Andy · January 4, 2007

Wireless wrote:

Folks, I really need your help here. Please, please, please, please post traceroutes.

I'm really at the mercy of other ISP's on this, and there's not much I can do without traceroutes which give us information to helps show them where a problem lies.

I think we've encountered a bug on our routers, and have put a work around in place to minimize impact while we isolate and try to get it fixed. Unfortunately there appears to be fallout that hasn't been fully resolved around the internet. I can't contact all 200,000+ route providers, however you can help me narrow down who to get involved.

From where I sit, we're fully operational with no degredation. I understand this may not be the case for you, so I need help in identifying which networks out there can't reach us.

Comcast has been contacted already. More as I get additional information from them.

Thanks!

Thank you all who have posted Traceroutes. I have made sure that our Team has them.

BenHorner · January 4, 2007

Here's the last part from my traceroute:

6  so-0-1-0.warr-sbr1.ja.net (146.97.42.169)  1.101 ms  0.970 ms  0.997 ms
 7  so-0-2-0.read-sbr1.ja.net (146.97.33.109)  4.717 ms  4.598 ms  4.737 ms
 8  lond-scr4.ja.net (146.97.33.146)  6.108 ms  6.100 ms  6.111 ms
 9  po1-0.lond-gw-ixp1.ja.net (146.97.35.130)  6.357 ms  6.223 ms  6.234 ms
10  tge5-4.fr1.lon.llnw.net (195.66.224.133)  6.207 ms  6.220 ms  6.235 ms
11  tge7-2.fr3.lga.llnw.net (69.28.171.125)  77.320 ms  77.409 ms  77.416 ms
12  ge2-1.fr3.ord.llnw.net (69.28.171.193)  100.806 ms  100.777 ms  100.931 ms
13  tge1-3.fr4.sjc.llnw.net (69.28.171.66)  150.147 ms  148.618 ms  150.149 ms
14  ve5.fr3.sjc.llnw.net (69.28.171.209)  147.146 ms  147.006 ms  147.027 ms
15  * * *
16  hera.smugmug.com (63.81.134.23)  158.503 ms  158.495 ms  158.515 ms

SkipRowland · January 4, 2007

as an IT person, i truly appreciate the challenges you face, and the efforts you are making.

as a smugmug pro, though, i'm not too comforted by "Unfortunately there appears to be fallout that hasn't been fully resolved around the internet. I can't contact all 200,000+ route providers, however you can help me narrow down who to get involved." i have customers from all over the east coast, and all they will know is that they can't get to my galleries. i do not have the ability to narrow down which ones can or can't find me...

HDVideo · January 4, 2007

Here's another one done using the above instructions.

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

  1    12 ms    13 ms    29 ms  73.107.224.1
  2    13 ms    13 ms    22 ms L-40-rtr01.lascruces.nm.albuq.pvcomcast.ne [68.86.206.129]
  3    18 ms    24 ms    19 ms  68.86.206.154
  4    19 ms    19 ms    17 ms  68.35.172.50
  5    43 ms    42 ms    42 ms  12.116.151.13
  6    42 ms    41 ms    42 ms  tbr2012701.phmaz.ip.att.net [12.123.206.30]
  7    43 ms    42 ms    45 ms  tbr2-cl1592.dlstx.ip.att.net [12.122.10.81]
  8    41 ms    41 ms    41 ms  12.122.100.69
  9    43 ms    43 ms    42 ms  12.116.187.6
 10    72 ms    72 ms    73 ms  ge1-2.fr3.phx2.llnw.net [69.28.171.129]
 11    72 ms    72 ms    77 ms  ge2-1.fr4.phx2.llnw.net [69.28.171.102]
 12    68 ms    69 ms    68 ms  ge2-1.fr3.phx1.llnw.net [69.28.171.89]
 13    75 ms    77 ms    73 ms  ge1-2.fr3.lax.llnw.net [69.28.171.82]
 14    79 ms    73 ms    74 ms  ve5.fr4.lax.llnw.net [69.28.171.206]
 15    90 ms    89 ms    84 ms  ge1-3.fr3.sjc.llnw.net [69.28.171.118]
 16     *        *        *     Request timed out.
 17    89 ms    90 ms    91 ms  hera.smugmug.com [63.81.134.23]

Trace complete.

SmugMug Network Connectivity Issues

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