Can't access paizo.com through wifi.


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For the last two days I haven't been able to load paizo.com through my iPhone, iPad, or Mac. I've just discovered that it loads if I turn wifi off and use LTE on my iPhone. I'm not having any difficulties with any other websites. Does anyone know of a potential fix for this?


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Pathfinder Card Game, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game Subscriber; Pathfinder Roleplaying Game Superscriber

Try restarting your wireless router and see if that works. If that doesn't work, can you please describe what is happening in a bit more detail? i.e.

  • What error message do you get when you try to access paizo.com?
  • Does it take a while for that message to appear or does it appear right away (in other words, is it loading/doing stuff for a while)? If yes, about how long do you think its taking as a rough estimate?
  • Does the secure.paizo.com site work? For example, the My Account link.

Those details will assist in helping me or other users troubleshoot what is going on here.


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Thanks for responding, skizzers. :)

I have tried restarting my router, but with no success. I have tried multiple browsers (Safari, Firefox, and Chrome), but no luck. Clearing caches and cookies didn't work either.

I've tried loading the main paizo page, the secure MyAccount page, and bookmarks for a variety of posts all to no avail. The pages never load. I just stare at a blank window for about a minute and then I get a message from the browser that the page can't be opened because the paizo server isn't responding.

I've noticed some recent changes to the website so I'm wondering if paizo might have changed a setting that is now causing me trouble. I'm not having any issues with any other sites.


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Pathfinder Adventure Path, Lost Omens Subscriber

Does it matter where you connect via WiFi?

For example, does it fail at home, but work at a cafe or at your office?

If so, there may be something weird going on with the Internet Service Provider (ISP) that provides the Internet access for the problematic WiFi access point. They may be blocking Paizo's site specifically, or possibly the whole ISP that provides Paizo's Internet service. This could be deliberate on your ISP's part, or it could be a glitch, such as an out-of-date DNS registry.

For example, I can't access Lone Wolf (manufacturer of Hero Lab) at work. I've done a traceroute, and it looks like one of the intervening ISPs between my office's ISP and Lone Wolf's has an out-of-date DNS registry for Lone Wolf's Internet location: Packets always fail out at the same place. It works at home, and at some local businesses that offer WiFi, but not at others. The ones where it doesn't work use the same ISP as my company.

I've contacted my office's network administrator, and he's reached out to our ISP, but nothing has changed in three months. If I need to access the Hero Lab website at work, I have to turn off WiFi and connect with my phone's LTE... and if I need to use it on my PC, I'have to bridge that by setting up a WiFi hotspot


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I've only tried at home. I've got AT&T U-verse so I wouldn't expect any deliberate attempts to block access to Paizo the way that some businesses might block access to specific sites. I'll try another wifi network when I get a chance.


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My DNS registry lists the paizo.com address as 70.35.123.53. Does anyone know if this is correct?


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Pathfinder Adventure Path, Lost Omens Subscriber

That's what I get.


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Thanks, Haladir. So I guess an out of date DNS isn't the problem. This is so weird.


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Pathfinder Adventure Path, Lost Omens Subscriber

I just tried a TRACERT command, and the packet return started timing out when it got to servers operated by Optic Fusion, an ISP in Seattle.

I'm guessing that Paizo hosts its servers with them, but I don't know for sure. It's possible the final hand-off was failing.

Of course, I'm able to post to the website normally, so whatever is happening isn't impeding the site from my location in central New York State.


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Pathfinder Adventure Path, Lost Omens Subscriber

Okay, just for sh*ts and giggles (and because I'm kind of bored right now), I tethered my PC to my Android phone, and connected via AT&T Wireless. I then ran another TRACERT. It followed a very different path, but ended up on the same Optic Fusion server before timing out again.

If you're on a PC, try doing a TRACERT and see if you get to servers on the "opticfusion.net" domain. (Not sure how to do that on a Mac...)


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Pathfinder Card Game, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game Subscriber; Pathfinder Roleplaying Game Superscriber

In addition to what Haladir asked, I'm going to walk you through some steps to see if your wifi IP address might be blocked by a firewall somewhere.

On your Mac, can you open a Terminal window? (Go -> Utilities -> Terminal in Finder, or ⇧⌘U then select Terminal). Once it is open, type the following command exactly as written:

Quote:
traceroute paizo.com

Once you start seeing it report * * * about 3 or 4 times in a row, kill the traceroute by pressing Control-C (⌃C). Copy/paste the very last non-* * * line that it reports in a reply. For example, on mine it is "17 gi6-1.dr03.tac.opticfusion.net (209.147.112.18) 57.532 ms 57.192 ms 55.885 ms".

Next, type the following command exactly as written:

Quote:
sudo tcpdump src host 70.35.123.53

It will prompt you for a password; type in your account password for your Mac (this command requires administrative privileges to run). This password is not sent anywhere, and you will not see any indication that you are typing it (you can type stuff but the screen will not change -- no dots or other indication you are typing will appear). This is normal, continue typing the password and hit enter.

This command will test if there is a firewall in the way that is dropping your packets. After you type your password, it will show a couple of lines of text and then stall. While the terminal window is still open, try loading the paizo.com website. If a firewall is blocking you, nothing will change on the terminal window. If a firewall is not blocking you, the terminal window will start rapidly displaying things. You do not need to copy/paste or save what it displays anywhere.

After you've finished trying to load the paizo.com website, go back to the terminal and press ⌃C. This will terminate the program and display a summary. To double-check, it will say "0 packets captured" (or maybe a number in the single digits) if a firewall is blocking you, or some other number of packets captured if a firewall is not blocking you.

You can close the terminal window at this point by pressing ⌘Q.


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I'm on a Mac so I ran a traceroute through Network Utility. It did not get to an opticfusion.net server. I'm in Southern California so that might make a difference.


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Skizzerz, I ran your test and got 0 packets captured. So it sounds like it might be a firewall issue. That's weird since I haven't changed my settings in months.


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I've run Traceroute through Terminal, Network Utility, and my router software and I keep ending up at 65.116.154.6 right before it stalls.

I still find it weird that this is the only site giving me trouble and that this wasn't an issue until now.


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Pathfinder Card Game, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game Subscriber; Pathfinder Roleplaying Game Superscriber

Ok, so getting 0 packets captured means one of three things:

1. The paizo.com server isn't ever receiving your packets, or
2. The paizo.com server is receiving your packets, but dropping them, or
3. (this is the most unlikely scenario) The paizo.com server is receiving and responding to your packets, but something on the way back is blocking that response before it reaches your computer.

Either way, this is looking to not be an issue with you or your ISP, so you'll probably need to wait for the tech team to get back tomorrow in order to assist you with this matter.

Looking at where your traceroute is ending up, I'm suspecting that it is case #1, and something is misconfigured along the way as the IP 65.116.154.6 doesn't make a whole lot of sense as part of a traceroute given you stated you are in SoCal (that IP resolves to a residential CenturyLink address in Renton, WA). The argument against an ISP having a misconfigured something is that I'd expect there to be more people reporting that they are unable to connect to paizo.com if that was the case. Since you're the only report, that is why I'm suspecting firewall as my leading cause (it is plausible that your home IP changed to something else, and your new IP was blocked in a firewall due to past abuse / DDOS / etc.)


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I'm using the wifi at a local restaurant with no troubles so it appears that something about my home network is causing the problem.

Thanks for all of the help, skizzerz and Haladir! We may not have fixed the problem, but I learned a lot. :)

Grand Lodge Director of Technology

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Gisher,
Were you able to determine the problem at your house?

Dean


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Just wanted to post that I'm having the same problems.
I am also in Sothern California and have AT&T. And can't access the site through wifi. I tried changing DNS and that didn't help. A trace route, timed out immediately.

My laptop is running Windows 10 home. Reinstalled drivers just in case, but figured that wasn't the issue, as my iPhone has the same problem when connected to wifi.

Can access the site through my iphone's cellular data. My phone is also under AT&T.

Hope that info helps.

Silver Crusade System Administrator

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Hey there. Wondering if this has improved at all. Thanks guys!


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Lissa Guillet wrote:
Hey there. Wondering if this has improved at all. Thanks guys!

I'm currently out of town. As of 5pm PDT it was still not working. I'll be able to check again on Friday.

Still in Southern California on Spectrum Internet at my current location and I have no problem accessing the site over wifi.

It seems to be on AT&T's end. A google search turns up a history of this happening to other sites.

Thanks for any help.


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Dean Ludwig wrote:

Gisher,

Were you able to determine the problem at your house?

Dean

I just got home from work. The problem at home is still unresolved. It's interesting that Sailor Palidor is having the same issue. I wouldn't be surprised if others were also affected. I just assumed that the site was down until the second day when I took me dog on a walk and was suddenly able to access it on my cellular network.


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Works on a 2011 iMac and a Samsung Galaxy S4 that are on wireless (Cisco wireless router), with the wireless router being on Verizon DSL in Brookline, Massachusetts.

Silver Crusade System Administrator

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Gisher wrote:

I've run Traceroute through Terminal, Network Utility, and my router software and I keep ending up at 65.116.154.6 right before it stalls.

I still find it weird that this is the only site giving me trouble and that this wasn't an issue until now.

That's kind of concerning, actually. When you run traceroute, it does say:

traceroute to paizo.com (70.35.123.53)

No reason it should be going where it's going.


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I spoke to AT&T technical support and they told me paizo.com has been flagged for suspicious behavior like trying to download malware or viruses. So when I try to access the site I'm being redirected to a dead end for safety. They said that such blocks can be regional so it might not be affecting people from other parts of the country/world.


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Lissa Guillet wrote:
Gisher wrote:

I've run Traceroute through Terminal, Network Utility, and my router software and I keep ending up at 65.116.154.6 right before it stalls.

I still find it weird that this is the only site giving me trouble and that this wasn't an issue until now.

That's kind of concerning, actually. When you run traceroute, it does say:

traceroute to paizo.com (70.35.123.53)

No reason it should be going where it's going.

Yep, that's the internet address that I was using.

Grand Lodge Director of Technology

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Gisher,
Can you please provide the name and the number of the person (if possible) you spoke with at AT&T?

Thanks
Dean

Paizo Employee Chief Technical Officer

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Are those of you that are having this issue all AT&T U-verse customers?


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Vic Wertz wrote:
Are those of you that are having this issue all AT&T U-verse customers?

Yes.

Paizo Employee Chief Technical Officer

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We're trying to do what we can from our side, but from what I've read on the net, it does help if their own customers let them know its causing them problems. AT&T suggests the following methods to contact them:

AT&T wrote:


• Visit AT&T Contact Us to connect with one of our live representatives.
• Message us on Twitter @ATTCares.
• Post or private message us on our Facebook pages: www.facebook.com/uverse

Dark Archive

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Adventure Path Charter Subscriber; Pathfinder Adventure, Companion, Lost Omens, Rulebook Subscriber

Vic, for what it's worth, both Comcast Xfinity and Verizon cellular resolve paizo.com without issue.

Grand Lodge Director of Technology

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Thanks for letting us know Kvantum...
Dean


As an aside, I've had this problem before (EDIT: I'm a Century Link user). I've not been suffering from it of late (thankfully), but it's a thing that comes up sometimes.

EDIT: I've never had anyone tell me that it's been flagged - it's just something that comes up sometimes before going away after a couple of days.

You guys are all awesome, though! Thanks!


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Hello all,

AT&T U-verse user here. Also can't access Paizo.

Silver Crusade System Administrator

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If you guys could all call their customer support and let them know we're a legit site or whatever reason things aren't working there, please do. They won't really let us do much without a u-verse account.

Grand Lodge Director of Technology

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I have discussed this matter with leadership at AT&T's tech support center. They are looking into the situation and will expedite resolution to this issue today. I will update this message with resolution details as soon as I hear back from them

Dean


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Dean Ludwig wrote:

I have discussed this matter with leadership at AT&T's tech support center. They are looking into the situation and will expedite resolution to this issue today. I will update this message with resolution details as soon as I hear back from them

Dean

It seems to have worked for me. I'm back on through my home wifi. Hopefully Sailor Palidor and any others affected have also had their access restored.

Thanks to everyone for your help! :)


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Just ran a traceroute again out of curiosity. I'm still getting to 65.116.154.6, but now it doesn't get hung up there. It continues on and eventually ends up at gi6-1.dr03.tac.opticfusion.net just like skizzers was reporting.


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It's working again.

Thanks everyone at Paizo. You guys are awesome.

Paizo Employee Chief Technical Officer

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Thanks for letting us know!

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