Yesterday I was unable to use Checkvist from my London office.

Yesterday I was unable to use Checkvist from my London office. The website would not load. No problems with other websites / applications, just Checkvist. Immediate thought was corporate network / firewall refusing to allow connection but tracert suggests that the traffic exits our network. Here's the trace I did from the office:

Tracing route to checkvist.com [95.211.162.210]
over a maximum of 30 hops:

1 4 ms 3 ms 3 ms 10.55.254.2
2 3 ms 3 ms 4 ms 192.168.254.254
3 3 ms 2 ms 2 ms 185.186.164.2
4 35 ms 4 ms 10 ms 213.86.120.93
5 5 ms 3 ms 5 ms 212.36.135.39
6 5 ms 5 ms 4 ms 212.36.135.39
7 4 ms 5 ms 4 ms peering.thn.lon.leaseweb.net [195.66.225.56]
8 30 ms 31 ms 30 ms et-50-1.agg01.ams-01.leaseweb.net [31.31.34.20]
9 12 ms 11 ms 12 ms be-101.br02.ams-01.nl.leaseweb.net [31.31.38.119]
10 11 ms 11 ms 11 ms te-5-2.ce34.ams-01.nl.leaseweb.net [81.17.32.101]
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.


When I got home, I used tracert again. It looks to me that it was just the last hop from a leaseweb server out to Checkvist's server (gina) which failed in the morning:


Tracing route to checkvist.com [95.211.162.210]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms home.gateway.home.gateway [192.168.1.254]
2 4 ms 4 ms 4 ms 192.168.1.1
3 13 ms 14 ms 14 ms bottomless.aa.net.uk [81.187.81.187]
4 16 ms 17 ms 13 ms i.aimless.thn.aa.net.uk [90.155.53.49]
5 14 ms 14 ms 14 ms lonap.lon.leaseweb.net [5.57.81.40]
6 18 ms 18 ms 18 ms et-50-1.agg01.ams-01.leaseweb.net [31.31.34.20]
7 19 ms 19 ms 22 ms ae-101.br01.ams-01.nl.leaseweb.net [31.31.38.115]
8 19 ms 21 ms 20 ms te-4-1.ce34.ams-01.nl.leaseweb.net [81.17.32.99]
9 21 ms 18 ms 18 ms gina.checkvist.com [95.211.162.210]


I have seen the problem before but the first time I just assumed it was a one-off, temporary loss of service (and I didn't investigate the cause). This time I'm more concerned - if I can't use CV in the office then I have a problem!

Can anyone suggest what else might account for this?

Thanks.

Comments

  1. Kirill Maximov (KIR)11 January 2018 at 08:38

    Hello Roger Searjeant, I'm sorry for the problem.

    I believe it is related to the following connectivity problem of our hosting provider, LeaseWeb: leasewebnoc.com - LeaseWeb | NOC

    I hope they will resolve the problem, I was not aware that the problem affected our server as well (our IP address was not within the range in the report).

    We might need to find a backup solution, we haven't had problems with LeaseWeb before.

    Sorry again,

    ReplyDelete
  2. Roger Searjeant18 January 2018 at 01:39

    Hi Kirill,
    This still seems to be happening to me. Here is this morning's trace:

    Tracing route to checkvist.com [95.211.162.210]
    over a maximum of 30 hops:

    1 4 ms 11 ms 4 ms 10.55.254.2
    2 4 ms 5 ms 13 ms 192.168.254.254
    3 2 ms 2 ms 2 ms 185.186.164.2
    4 5 ms 3 ms 3 ms 213.86.120.93
    5 4 ms 11 ms 4 ms 212.36.135.39
    6 4 ms 4 ms 3 ms 212.36.135.39
    7 8 ms 4 ms 5 ms peering.thn.lon.leaseweb.net [195.66.225.56]
    8 32 ms 29 ms 30 ms et-50-1.agg01.ams-01.leaseweb.net [31.31.34.20]
    9 12 ms 12 ms 12 ms be-101.br02.ams-01.nl.leaseweb.net [31.31.38.119]
    10 11 ms 13 ms 11 ms te-5-2.ce34.ams-01.nl.leaseweb.net [81.17.32.101]
    11 * * * Request timed out.
    12 * * * Request timed out.
    13 * * * Request timed out.
    14 * * * Request timed out.
    15 * * * Request timed out.
    16 * * * Request timed out.
    17 * * * Request timed out.
    18 * * * Request timed out.
    19 * * * Request timed out.
    20 * * * Request timed out.
    21 * * * Request timed out.
    22 * * * Request timed out.
    23 * * * Request timed out.
    24 * * * Request timed out.

    I can't use CV if this continues.

    ReplyDelete
  3. Kirill Maximov (KIR)21 January 2018 at 05:22

    Hello Roger Searjeant,

    I'm sorry again. :( Do you still have the problems accessing Checkvist from your London office?

    I've sent the official support request to LeaseWeb and included the traces you've provided, awaiting for their reply. Will let you know about results.

    Best,

    ReplyDelete
  4. Kirill Maximov (KIR)24 January 2018 at 13:24

    Hello again,

    The response from LeaseWeb included a request for more details and two-way trace. I provided what I could, but this time the connection was good. Just in a case if the situation repeats, they request a this bi-directional MTR like kb.leaseweb.com - Making a bidirectional traceroute - LeaseWeb KB

    Another thing. They plan several maintenance procedures of their network, which likely affect Checkvist servers. The planned procedures are:

    31st of January 2018, 04:00-07:00 (CET) ; Checkvist may be unreachable/have degraded connectivity for up to 1 hour during this interval.

    1st of February 2018, 06:00-08:00 (CET) ; Checkvist may be unreachable/have degraded connectivity for up to 15 minutes during this interval.

    6th of February 2018, 05:00-09:00 (CET) ; Checkvist may experience a short interruption

    I'm going to publish this information separately, but wanted to let you know given that you faced the problem already :(

    Sorry for all these problems, I hope they will be less frequent in the future (I suspect that they will be fixing/replacing hardware which caused the connectivity problems you faced before).

    Best,

    ReplyDelete
  5. Roger Searjeant24 May 2018 at 02:57

    Kirill Maximov

    Hello again - the network issue persists, so I have downloaded and run the tool suggested by LeaseWeb. I followed the instructions in the page you linked, and the output from the tool is as follows:

    |------------------------------------------------------------------------------------------|
    | WinMTR statistics |
    | Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
    |------------------------------------------------|------|------|------|------|------|------|
    | 10.55.82.1 - 0 | 175 | 175 | 0 | 0 | 4 | 0 |
    | 192.168.255.170 - 0 | 175 | 175 | 1 | 4 | 67 | 1 |
    | 192.168.255.238 - 0 | 175 | 175 | 3 | 3 | 27 | 3 |
    | 192.168.254.254 - 0 | 175 | 175 | 1 | 1 | 2 | 1 |
    | 185.186.164.2 - 0 | 175 | 175 | 1 | 1 | 4 | 1 |
    | 213.86.120.93 - 0 | 175 | 175 | 2 | 6 | 95 | 11 |
    | 212.74.68.203 - 0 | 175 | 175 | 8 | 10 | 40 | 8 |
    | 212.74.68.203 - 0 | 175 | 175 | 8 | 10 | 40 | 10 |
    | 194.53.172.101 - 0 | 175 | 175 | 34 | 35 | 57 | 35 |
    | 31.31.38.51 - 0 | 175 | 175 | 12 | 14 | 47 | 12 |
    | 81.17.32.99 - 0 | 175 | 175 | 12 | 14 | 54 | 13 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
    |________________________________________________|______|______|______|______|______|______|
    WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

    I hope this helps.

    Roger

    ReplyDelete
  6. Roger Searjeant3 July 2018 at 06:36

    Hello - has anyone seen this? Wondering if Leaseweb have insight?

    ReplyDelete
  7. Kirill Maximov (KIR)4 July 2018 at 06:40

    Hello Roger Searjeant, I'm sorry for the delay. I've just created a ticket regarding the problem and provided WinMTR information to them (actually, I gave them a link to this post). Hope to get the answer soon.

    Best,

    ReplyDelete

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