Burst.net: main site, customer portal etc unavailable from certain networks

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Posted by Master Bo, 03-06-2011, 05:29 AM
Hello,

For at least 6 hours (perhaps the situation exists for longer period of time) Burst.net main site, customer portal and several VPSes are not accessible from at least two major Russian providers.

I can log in to helpdesk through a USA-based proxy, so only certain type/directions of traffic are blocked.

The strange thing is that traceroutes reach VPSes, even though other kinds of traffic is unavailable/unstable.

Could someone confirm having similar problems with certain Burst.net resources from other locations? I would like to know whom to contact further to handle this connectivity problem.

Comment from a Burst.net representative would be greatly appreciated.

Thanks.
Posted by nkawit, 03-06-2011, 05:42 AM
Same problem for me, both burst.net and burstnet.eu
Posted by marco, 03-06-2011, 06:10 AM
Same thing here (Italy): many networks cannot reach neither burst.net nor our servers.
I opened a ticket yesterday, solicited it several times but still no response (aside from: we flushed the iptables from your server, should work now... sure guys...!)

Come on, please help! It is not tolerable a service like this!!!
We have two servers on your network, and both have the same problems!
Posted by Crothers, 03-06-2011, 06:17 AM
Burst's site is loading for me, albeit terribly slow on my personal computer.

Could be having possible network congestion, DDoS or similar. I'm sure CSR will update this thread shortly.

Also Burst's site is not loading via Lynx from my server in PhoenixNAP, not sure if its related.
Posted by Gnate3, 03-06-2011, 06:27 AM
Same issue with me, I have several servers with Burstnet and many clients are complaining that they can't access the server. Issue exists for more than 24 hours now.

Location : Sri Lanka
Posted by Crothers, 03-06-2011, 07:21 AM
Burst seems to be returned/returning to normal now.

Their page load time seems to have stabilized a bit:
http://internetsupervision.com/scrip...st.net/&email=[Enter+Your+Email+Address]

Everything within 1-2 seconds (which is pretty normal for sites without high performance tweaks) with some under a second.
Posted by Gnate3, 03-06-2011, 07:25 AM

Quote:

Originally Posted by Crothers

Burst seems to be returned/returning to normal now.

Their page load time seems to have stabilized a bit:
http://internetsupervision.com/scrip...st.net/&email=[Enter+Your+Email+Address]

Everything within 1-2 seconds (which is pretty normal for sites without high performance tweaks) with some under a second.

May be Burst.net site is okay, but still we are experiencing the same issue with our servers with Burstnet. I have opened several tickets and waiting for an update.

Also for most of the US locations, there is no issue, but we are unable to reach them/servers from networks outside US.
Posted by Master Bo, 03-06-2011, 08:17 AM

Quote:

Originally Posted by Crothers

Burst seems to be returned/returning to normal now.

I am sorry, but our problems still persist, wthout any hint from Burst.net on what is going on and when it could be handled/fixed.
Posted by BurstNET_CSM, 03-06-2011, 10:18 AM
I am awaiting more details from our Network manager but his inital look into this is the same as the logic you have looking at it.

America = getting there
Russia and parts of UK = Not getting there
Traceroutes = okay

Summation: Not a BurstNET issue that we can work on.

It IS an issue, as we always hope our customers can reach their sites, but this seems to be an issue with particular ISP's or routes that are far beyond our reach.

There's simply nothing we can do but contact our providers and see if there's an issue elsewhere, which takes time as they have to contact people, and so on and so forth.

I wish there were more we can do.
Posted by Gnate3, 03-06-2011, 10:26 AM

Quote:

Originally Posted by BurstNET_CSM

I am awaiting more details from our Network manager but his inital look into this is the same as the logic you have looking at it.

America = getting there
Russia and parts of UK = Not getting there
Traceroutes = okay

Summation: Not a BurstNET issue that we can work on.

It IS an issue, as we always hope our customers can reach their sites, but this seems to be an issue with particular ISP's or routes that are far beyond our reach.

There's simply nothing we can do but contact our providers and see if there's an issue elsewhere, which takes time as they have to contact people, and so on and so forth.

I wish there were more we can do.

Also from Sri Lanka and some ISPs in Asia, we can't reach our servers.
Posted by Master Bo, 03-06-2011, 10:54 AM

Quote:

Originally Posted by BurstNET_CSM

Summation: Not a BurstNET issue that we can work on.

The two mentioned Russian providers are mainstream providers for a significant part of Russian Internet users. As far as I know, connectivity loss scenario in the majority of cases looks like this: either available or not; "ICMP OK, SSH unstable, all the rest times out" isn't a likely case of mentioned providers' fault.

Several people have already posted here notices of servers at Burst.net being unavailable. Although I can admit that yes, two mainstream providers from the same country could both have the same routing/connectivity issue (with the same symptoms), the assumption that dozens of them worldwide have the same issue at the same time is very unlikely.

To me, it looks like faulty firewall or counter-DDoS means in effect from Burst.net side.

If you wish, I can send you recent Host-Tracker.com scan results for one of our sites at Burst.net as an illustration to my viewpoint.

Thank you.
Posted by NuPagady, 03-06-2011, 11:22 AM
I can't access any of my 5 servers at burst.net either (hosting an Alexa 4000 website there). I've tried connecting from Lithuania (major ISP) and France (OVH).

Downforeveroneorjustme.com (it's in Dallas, Theplanet) couldn't access the site either. So it looks like nobody can access my site.

The traceroute stops and time outs with an IP address that belongs to Highwinds.
Posted by nkawit, 03-06-2011, 11:57 AM
Here is my traceroute, SSH hangs after a few minutes, mail hanging, web hanging...

7 149.6.98.5 (149.6.98.5) 160.647 ms 160.184 ms 160.927 ms
8 te3-4.ccr02.lon02.atlas.cogentco.com (154.54.36.169) 160.998 ms 161.152 ms 161.053 ms
9 te0-0-0-1.ccr22.jfk02.atlas.cogentco.com (154.54.30.21) 238.025 ms 238.199 ms 236.929 ms
10 te3-2.ccr01.phl01.atlas.cogentco.com (154.54.31.54) 240.005 ms 243.012 ms 238.827 ms
11 te3-4.ccr01.phl03.atlas.cogentco.com (154.54.0.190) 240.390 ms 240.153 ms 239.997 ms
12 38.104.114.214 (38.104.114.214) 304.953 ms 294.150 ms 291.970 ms
13 xe1-01.agg02.sctn01.hostnoc.net (64.191.116.242) 245.081 ms 246.353 ms 244.904 ms
14 my server
Posted by shearerc, 03-06-2011, 12:07 PM
30-40% packet loss from my South-East Asian ISP to BurstLA (184.82.xx.xx)
30-40% packet loss from BuyVM(Fremont) to BurstLA (184.82.xx.xx)

I suspect they're under DDOS again
Posted by BalticServers Andrius, 03-06-2011, 12:51 PM

Quote:

Originally Posted by NuPagady

I can't access any of my 5 servers at burst.net either (hosting an Alexa 4000 website there). I've tried connecting from Lithuania (major ISP) and France (OVH).

Downforeveroneorjustme.com (it's in Dallas, Theplanet) couldn't access the site either. So it looks like nobody can access my site.

The traceroute stops and time outs with an IP address that belongs to Highwinds.

Yeah my friend, your site is completely down. I tried from many providers around the world - result the same.
Posted by Vinayak_Sharma, 03-06-2011, 01:01 PM
All okay from New Delhi, using Airtel and MTNL network, can open their main sites burst.net and burstnet.eu.

My servers both in PA and LA are opening fine too.
Posted by BurstJoeM, 03-06-2011, 01:06 PM
Please PM me your ticket number and Ill look into it.
Posted by Gnate3, 03-06-2011, 06:48 PM
Traceroute to one of my VPS with burstnet -

1 18 ms 15 ms 13 ms 220.247.232.3
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 16 ms 17 ms 15 ms 222.165.184.150
6 13 ms 15 ms * 222.165.184.149
7 14 ms 14 ms 14 ms 222.165.130.21
8 15 ms * 53 ms 222.165.130.166
9 * 161 ms * so-7-3-0-dcr2.par.cw.net [195.10.54.89]
10 144 ms * 144 ms as0-dcr1.par.cw.net [195.2.10.161]
11 144 ms 144 ms 145 ms 195.2.2.98
12 * 143 ms * te0-3-0-6.ccr22.par01.atlas.cogentco.com [130.11
7.51.146]
13 225 ms * 456 ms te0-5-0-5.ccr22.jfk02.atlas.cogentco.com [154.54
.43.161]
14 353 ms 305 ms 413 ms te3-2.ccr01.phl01.atlas.cogentco.com [154.54.31.
54]
15 * 228 ms * te3-4.ccr01.phl03.atlas.cogentco.com [154.54.0.1
90]
16 262 ms 296 ms * 38.104.114.214
17 271 ms 262 ms * xe1-01.agg04.sctn01.hostnoc.net [96.9.191.10]
18 267 ms 264 ms 269 ms ec0-61.bf2803.sctn01.hostnoc.net [96.9.184.61]
19 255 ms 253 ms 255 ms vserver177.hostnoc.net [64.120.201.106]
20 * 254 ms 253 ms My VPS

Trace route to one of my my dedicated servers -

1 * * * Request timed out.
2 135 ms 138 ms 201 ms 192.168.87.26
3 145 ms 158 ms 118 ms 172.19.21.193
4 145 ms 128 ms 138 ms 172.19.21.71
5 156 ms 218 ms 148 ms 172.19.21.100
6 155 ms 148 ms 138 ms 192.168.89.181
7 135 ms 129 ms 147 ms 172.19.18.116
8 244 ms 238 ms 248 ms pos12-2-1.palermo7.pal.seabone.net [195.22.198.2
53]
9 332 ms 338 ms 338 ms telia.franco34.fra.seabone.net [89.221.34.166]
10 335 ms 328 ms 328 ms telia.franco34.fra.seabone.net [89.221.34.166]
11 325 ms 338 ms 338 ms ffm-bb1-link.telia.net [80.91.246.224]
12 338 ms 335 ms 328 ms prs-bb1-link.telia.net [80.91.245.103]
13 395 ms 398 ms 409 ms nyk-bb1-link.telia.net [80.91.253.122]
14 407 ms 438 ms 398 ms nyk-b5-link.telia.net [80.91.253.102]
15 406 ms 438 ms 438 ms 213.248.95.190
16 445 ms 458 ms 518 ms xe1-01.agg03.sctn01.hostnoc.net [96.9.191.2]
17 424 ms 478 ms 799 ms ec0-61.br4001.sctn01.hostnoc.net [64.120.243.6]

18 644 ms 428 ms 468 ms My server
Posted by Gnate3, 03-06-2011, 06:52 PM

Quote:

Originally Posted by BurstNET_CSM

I am awaiting more details from our Network manager but his inital look into this is the same as the logic you have looking at it.

America = getting there
Russia and parts of UK = Not getting there
Traceroutes = okay

Summation: Not a BurstNET issue that we can work on.

It IS an issue, as we always hope our customers can reach their sites, but this seems to be an issue with particular ISP's or routes that are far beyond our reach.

There's simply nothing we can do but contact our providers and see if there's an issue elsewhere, which takes time as they have to contact people, and so on and so forth.

I wish there were more we can do.

I don't think just telling it's not a BurstNET issue will be a solution if only servers at BurstNET are unreachable?
Posted by Master Bo, 03-06-2011, 06:55 PM
Confirming that the mentioned problems currently are gone.
Thanks.
Posted by Gnate3, 03-06-2011, 07:10 PM
-- Edited Post.
Posted by Patrick, 03-06-2011, 10:36 PM
Anyone else still seeing packetloss? I've been having 10-25% for a few hours now. Last 2,500 packets have been 27% making SSH unusable... put in a ticket asking what's going on, hopefully it's sorted soon.

Edit:

Problem seems to be with ec0-60.be0603.sctn01.hostnoc.net... all other hops look OK.
Posted by forumtalk, 03-07-2011, 02:23 AM
same here I can not open their website or help desk
Posted by ninkynonk, 03-07-2011, 03:01 AM
I have a php-fusion test site at one of thier resellers that's working it's in scranton burstnet DC. burstnet main is working here as well.
Posted by ninkynonk, 03-07-2011, 04:09 AM
wow its actually pretty good here for me.... strange
Posted by Gnate3, 03-07-2011, 10:22 AM
Issue seems fine with my dedicated server now, my VPS client is still didn't confirm whether it's solved or not.

Thanks.
Posted by forumtalk, 03-07-2011, 10:42 AM
still not works for me
Posted by BurstNET_CSM, 03-07-2011, 11:27 AM
Hi everyone,

Although all signs point to it not being an issue with us, as it turns out no one has really opened a proper ticket for this issue. At least, that's what my engineers are telling me.

What we need is the following:

Open a ticket in our support system (support.burst.net or e-mail to support@burst.net): You need to PASTE a traceroute TO and (if possible) FROM your server. Do NOT ATTACH A FILE as our ticket system does not accept attachments.

Also, if you cannot give us a FROM traceroute, please make sure the TO can be traced back by our engineers.

Any traceroutes posted here will be ignored. You MUST open a support ticket and provide us this basic info.

Thank you.
Posted by BurstNET_CSM, 03-07-2011, 03:32 PM
Okay. At this point, since not one person has sent us a ticket or a traceroute, we're considering the issue resolved and will remove ourselves from this thread. If you have any issue, please follow my instructions above and use our actual support route.

Thanks.
Posted by hornstar, 03-15-2011, 04:05 AM
I have provided everything you asked for in ticket ID: 2613159

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