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FranSuccess's profile

New Member

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10 Messages

Friday, December 9th, 2022 6:38 PM

AT&T is sporadically blocking access to my website

My website www.fransuccess.com is sporadically blocked by AT&T internet.  I have no idea why and have spoken to my website host and they assure me we aren't blacklisted.

Any assistance would be greatly appreciated.

Thank you

JefferMC

ACE - Expert

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30.9K Messages

2 months ago

Please help further refine " sporadically blocked by AT&T internet. " 

Does this mean you cannot access it, or do you know of other AT&T Internet customers that cannot?

When you cannot access it, what messages do you get?

Do you have the AT&T Internet Security feature enabled, and have you checked for Notifications about blocked websites in Smart Home Manager?

Is there any pattern at all in "sporadically"?

New Member

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10 Messages

2 months ago

Thanks JefferMC,

Sporadically means the majority of the time actually... but no real pattern.  For some reason many AT&T customers can see it... and others cannot.  I cannot 90% of the time.  

Regarding AT&T Internet Security - do you mean at my home or on the site itself?

The message is:

This site can’t be reached

The connection was reset.

Try:

  • Checking the connection
  • Checking the proxy and the firewall
ERR_CONNECTION_RESET
Appreciate any guidance!
JefferMC

ACE - Expert

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30.9K Messages

2 months ago

I was asking about the client end having AT&T Internet Security, but that's not a message it would generate.  It may still be involved, but not as clearly.

Can you do a "tracert www.fransuccess.com " in a cmd window both when you can reach it in your browser, and again when you cannot and post both results in a reply for a further look see?

Also, since it seems your target site uses Cloudflare, try this link and capture the results, both when you can reach your site and when you cannot:  https://www.fransuccess.com/cdn-cgi/trace

ATTHelp

Community Support

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207.2K Messages

2 months ago

We'd be glad to assist you with your website, FranSuccess.

 

Please provide the information that JefferMC requested, so we can determine what your next steps should be.

 

Aminah, AT&T Community Specialist

New Member

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10 Messages

2 months ago

I'm a simple sales/marketing guy... is there a link that can show me how to do this? 

New Member

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10 Messages

2 months ago

Side note... I can get on fransuccess.com on my phone (using AT&T wifi) - but not from my laptop.

ATTHelp

Community Support

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207.2K Messages

2 months ago

We don't have a guide, but we looked up the steps for how to run a traceroute for you, FranSuccess.

 

These are the steps for Windows:

  1. Open your Start menu
  2. Choose Programs
  3. Select Accessories
  4. Select Command Prompt
  5. A black window will open
  6. Type tracert www.fransuccess.com as JefferMC instructed, then press ENTER on your keyboard

After a few moments, your traceroute results will populate. Make sure you also use the link that JefferMC provided and send the results.

 

Aminah, AT&T Community Specialist

JefferMC

ACE - Expert

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30.9K Messages

2 months ago

The "Programs > Accessories" might work on Windows 7, but not well after.  Click the Start button, and start typing "Command".  "Command Prompt" should appear as a button above where the typing is showing.  Click it.   That will open a command window.  Then type

   tracert www.fransuccess.com

and hit enter.  You should get 10-40 lines of output over the course of the next minute.  When it returns to the C:>\ prompt, right click in the window and choose "Select All" in the menu that appears, then hit Enter.  You can then paste this somewhere to keep until you're ready to send it.  Close the window for now.  The next time you're having problems, repeat this whole process.  We want the pasted output from BOTH of these.

The other thing I suggested, i.e. visiting "https://www.fransuccess.com/cdn-cgi/trace" is done in a browser, just like you're visiting the actual site itself.  Then click in the window, do a Control+A followed by Control+C to select all the text and copy it.  Then paste it somewhere to keep until you need to send it to us.  Again, please do this once when the site is working, then again when the site is not working. 

I expect marketing guys to work magic, so...

New Member

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10 Messages

2 months ago

I'm on a mac and was able to run the traceroute... however it won't allow me to cut and paste the multiple lines into this post... have tried multiple times.  wish i could "attach" a screenshot.

New Member

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10 Messages

2 months ago

 1  dsldevice (192.168.1.254)  6.939 ms  3.967 ms  3.188 ms

 2  162-228-244-1.lightspeed.tukrga.sbcglobal.net (162.228.244.1)  6.211 ms  3.982 ms  5.209 ms

 3  107.212.168.20 (107.212.168.20)  5.974 ms  4.320 ms  6.196 ms

 4  * * *

 5  32.130.16.5 (32.130.16.5)  37.856 ms  31.005 ms  34.566 ms

 6  wswdc22crs.ip.att.net (12.122.2.30)  33.727 ms  34.581 ms  35.465 ms

 7  n54ny22crs.ip.att.net (12.122.28.41)  31.035 ms  32.548 ms  30.626 ms

 8  12.122.115.113 (12.122.115.113)  28.199 ms  29.200 ms  28.601 ms

 9  12.246.51.174 (12.246.51.174)  29.720 ms  28.137 ms  29.214 ms

10  ae18.r02.border101.ewr02.fab.netarch.akamai.com (23.203.154.203)  32.402 ms  29.988 ms  36.156 ms

11  * * *

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