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Forum Discussion
Casey_SJ
Apr 05, 2020Star
Suddenly cannot access one website, but an older router has no problem
This is a very strange problem. Let me explain: I've been using the RBR50 and RBS50 (satellite) for over a year without any problem. I've been accessing many different websites, including one i...
- Apr 05, 2020
UPDATE #2:
- I removed the Securifi Almond+.
- Configured the RBR50 back to Router Mode.
- Changed the MAC address of RBR50 to that of en0 from a computer I own.
- Rebooted the RBR50.
- Rebooted the Cable Modem (this is necessary).
Result:
- Problem Solved.
- So it seems the previous MAC address has been blacklisted somewhere along the route.
- Will contact the site administrator to see if there's anything they can do.
Thank you very much to everyone for your wonderful support. It's sincerely appreciated! :)
Retired_Member
Apr 05, 2020You did a factory reset because you couldn't reach one website?
since your system was working tell us about your firmware as in where you were before the problem and where you are now
Casey_SJ
Apr 05, 2020Star
The router is on the latest firmware now -- 2.5.1.8.
As I mentioned, the inaccessible website is one that I visit frequently each day. It's an important site.
Resetting the router to factory defaults was an attempt to ensure that the problem was not due to any configuration changes I had made months ago with Port Forwarding.
Why would one website become inaccessible whereas an older router (Securify Almond+) has no trouble with that site?
The standard tech support protocol begins with:
- Reboot router.
- Check different browsers.
- Check virus software.
- Check firewalls.
- Make sure to explicitly type "https://"
- And yes, reset router to factory defaults.
All of these actions have been done.
Again, a different router has no trouble with the website. Just one website.
- ekhalilApr 05, 2020MasterOne of the reasons that can cause such strange -unjustifiable- issue is having double NAT in your network. If your ISP modem is acting as a router and does NATing on the incoming WAN traffic then this can cause different issues since Orbi is also doing NATing. You need to check if you have double NAT.
Please open a Command Prompt on any computer attached to Orbi and type:
> tracert 8.8.8.8 (or traceroute 8.8.8.8 if you're using a Mac computer)
1. If you see two private IP addresses listed in the first two hops then you have double NAT. Please check the model of your ISP modem and if you have a manual for it.
2. If you see only one private address and the second hop shows a public address, then you’re all good and we need then to troubleshoot further to find the root cause of the issue- Casey_SJApr 05, 2020Star
Thank you for the suggestion. Would a double NAT issue affect all websites instead of just one?
traceroute 8.8.8.8 returns the following:
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets 1 192.168.1.1 (192.168.1.1) 4.622 ms 3.107 ms 3.841 ms 2 96.120.88.81 (96.120.88.81) 13.323 ms 21.281 ms 11.697 ms 3 be-20009-rur02.sanjose.ca.sfba.comcast.net (162.151.30.233) 12.803 ms 15.035 ms 14.726 ms 4 be-331-rar01.hayward.ca.sfba.comcast.net (162.151.79.153) 12.676 ms 13.064 ms 16.728 ms 5 be-399-ar01.hayward.ca.sfba.comcast.net (68.86.143.89) 14.936 ms 14.911 ms 15.141 ms 6 69.241.91.94 (69.241.91.94) 14.647 ms 17.491 ms 96.112.146.10 (96.112.146.10) 14.585 ms 7 * * * 8 dns.google (8.8.8.8) 18.712 ms 15.007 ms 15.532 ms
- ekhalilApr 05, 2020MasterYou don’t seem to have double NAT issue from those results. Will you get the same results if you make the traceroute on the problematic site?
- Retired_MemberApr 05, 2020
Casey_SJ wrote:The router is on the latest firmware now -- 2.5.1.8.
and there's your problem...get rid of it now
- Casey_SJApr 05, 2020Star
Regarding firmware, this problem started with an earlier firmware that had been working successfully for months. That same (old) firmware suddenly failed to access the website in question. Only then did I decide to update the firmware to see if it might make a difference.
So:
- 6-month old firmware --> has problem
- Latest firmware --> has problem
When the problem started I first suspected my Internet Service Provider (ISP) so I spent 2 hours with their Tier-2 support team to troubleshoot the issue. They asked me to connect the Cable Modem (Motorola RB6141) diretly to my laptop -- thus disconnecting the Orbi Router. Once the cable modem was rebooted and a link to the laptop was established via Ethernet cable, we found that there was NO problem with accessing the website in question.
Subsequently, they suggested to connect a different router to the same cable modem, reboot the modem, wait for link to be established, and try both WiFi and wired connections. EVERYTHING worked with the other router (Securifi Almond+).
At this point, Xfinity Tier-2 concluded it was a problem with the Netgear Orbi. And that broght me here.
Again, it's only 1 website that is inaccessible. Both old and new firmware exhibit the same problem. The website had been accessible for months.
I have ordered a new cable modem (Arris SB8200) since my existing one is more than 6-7 years old. It will arrive on Wednesday or Thursday of the coming week. Upgrading the modem is something I wanted to do anyway, so this is an excuse to do it.