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Re: Suddenly cannot access one website, but an older router has no problem

Casey_SJ
Star

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 in particular that I use often.
  • Two days ago this particular website became inaccessible over both WiFi and wired Ethernet.
  • I reset the RBR50 to factory defaults, installed latest firmware, and tried again. But all websites are accessible except for that one site.
  • I went to "downforeveryoneorjustme.com" and verified that the website is only down for me.
  • Access to the website works over my cellular connection.
  • Then today I decided to remove the RBR50 and replace it with my previous router, a Securifi Almond+. Surprisingly, it WORKED. The same website that Netgear Orbi cannot access was completely accessible by the Securify Almond+.
  • So this means that my Cable Modem (Motorola SB6141 I believe) is OKAY.
  • It also means that my Internet Service Provider's (ISP) back-end is also okay.
  • Only the Orbi Mesh RBR50 fails to access this ONE site, but has no problem with other websites.
  • This started suddenly 2 days ago after months of being able to access that site.

Quite puzzled...

 

Model: RBR50|Orbi AC3000 Tri-band WiFi Router
Message 1 of 38

Accepted Solutions
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

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! 🙂

View solution in original post

Message 37 of 38

All Replies
Retired_Member
Not applicable

Re: Suddenly cannot access one website, but an older router has no problem

You 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 

Message 2 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

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.

Message 3 of 38
ekhalil
Master

Re: Suddenly cannot access one website, but an older router has no problem

One 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
Message 4 of 38
Retired_Member
Not applicable

Re: Suddenly cannot access one website, but an older router has no problem


@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

Message 5 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

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

 

Message 6 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

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.

 

Message 7 of 38
ekhalil
Master

Re: Suddenly cannot access one website, but an older router has no problem

You 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?
Message 8 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

The traceroute output for the problematic site is as follows. After 32 hops I interrupted it...please let me know if I should let it continue.

 1  192.168.1.1 (192.168.1.1)  3.065 ms  5.333 ms  3.304 ms
 2  96.120.88.81 (96.120.88.81)  12.977 ms  15.262 ms  10.676 ms
 3  be-20009-rur02.sanjose.ca.sfba.comcast.net (162.151.30.233)  22.645 ms  12.298 ms  13.109 ms
 4  162.151.78.85 (162.151.78.85)  12.932 ms  20.787 ms  11.730 ms
 5  be-231-rar01.santaclara.ca.sfba.comcast.net (162.151.78.249)  10.850 ms  12.999 ms  27.275 ms
 6  be-3651-cr02.sunnyvale.ca.ibone.comcast.net (68.86.91.73)  19.151 ms  12.763 ms  13.810 ms
 7  be-11025-cr01.9greatoaks.ca.ibone.comcast.net (68.86.87.158)  13.531 ms  13.730 ms  15.305 ms
 8  be-11525-cr02.losangeles.ca.ibone.comcast.net (68.86.84.149)  21.576 ms  23.220 ms  28.814 ms
 9  be-11523-cr01.houston.tx.ibone.comcast.net (68.86.87.174)  50.537 ms  50.327 ms  50.770 ms
10  be-11423-cr02.56marietta.ga.ibone.comcast.net (68.86.85.21)  65.545 ms  63.314 ms  66.001 ms
11  be-1302-cs03.56marietta.ga.ibone.comcast.net (96.110.32.77)  62.336 ms  65.122 ms  64.576 ms
12  be-2301-pe01.56marietta.ga.ibone.comcast.net (96.110.32.94)  63.883 ms  62.542 ms  70.851 ms
13  75.149.230.90 (75.149.230.90)  61.299 ms  63.916 ms  63.088 ms
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *
31  * * *
32  * * *

If it helps, this is the result of traceroute to www.cnn.com, which is fully accessible:

traceroute to turner-tls.map.fastly.net (151.101.41.67), 64 hops max, 52 byte packets
 1  192.168.1.1 (192.168.1.1)  3.045 ms  1.144 ms  4.458 ms
 2  96.120.88.81 (96.120.88.81)  10.732 ms  14.537 ms  10.625 ms
 3  be-20009-rur02.sanjose.ca.sfba.comcast.net (162.151.30.233)  13.099 ms  14.568 ms  12.683 ms
 4  162.151.78.85 (162.151.78.85)  12.784 ms  15.831 ms  12.786 ms
 5  be-231-rar01.santaclara.ca.sfba.comcast.net (162.151.78.249)  14.616 ms  16.126 ms  51.265 ms
 6  be-3651-cr02.sunnyvale.ca.ibone.comcast.net (68.86.91.73)  15.067 ms  14.794 ms  14.589 ms
 7  be-21025-cr01.9greatoaks.ca.ibone.comcast.net (68.86.84.250)  13.843 ms  15.001 ms  23.816 ms
 8  be-2211-pe11.9greatoaks.ca.ibone.comcast.net (96.110.32.246)  15.305 ms  15.882 ms  14.976 ms
 9  * * *
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
Message 9 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

I hope I'm not double-posting (my last 2 replies seemed to disappear)...

 

But traceroute to the site in question results in the following. I interrupted the process after 32 hops. Please let me know if I should let it continue.

 

 1  192.168.1.1 (192.168.1.1)  3.065 ms  5.333 ms  3.304 ms
 2  96.120.88.81 (96.120.88.81)  12.977 ms  15.262 ms  10.676 ms
 3  be-20009-rur02.sanjose.ca.sfba.comcast.net (162.151.30.233)  22.645 ms  12.298 ms  13.109 ms
 4  162.151.78.85 (162.151.78.85)  12.932 ms  20.787 ms  11.730 ms
 5  be-231-rar01.santaclara.ca.sfba.comcast.net (162.151.78.249)  10.850 ms  12.999 ms  27.275 ms
 6  be-3651-cr02.sunnyvale.ca.ibone.comcast.net (68.86.91.73)  19.151 ms  12.763 ms  13.810 ms
 7  be-11025-cr01.9greatoaks.ca.ibone.comcast.net (68.86.87.158)  13.531 ms  13.730 ms  15.305 ms
 8  be-11525-cr02.losangeles.ca.ibone.comcast.net (68.86.84.149)  21.576 ms  23.220 ms  28.814 ms
 9  be-11523-cr01.houston.tx.ibone.comcast.net (68.86.87.174)  50.537 ms  50.327 ms  50.770 ms
10  be-11423-cr02.56marietta.ga.ibone.comcast.net (68.86.85.21)  65.545 ms  63.314 ms  66.001 ms
11  be-1302-cs03.56marietta.ga.ibone.comcast.net (96.110.32.77)  62.336 ms  65.122 ms  64.576 ms
12  be-2301-pe01.56marietta.ga.ibone.comcast.net (96.110.32.94)  63.883 ms  62.542 ms  70.851 ms
13  75.149.230.90 (75.149.230.90)  61.299 ms  63.916 ms  63.088 ms
14  * * *
15  * * *
16  * * *
17  * * *
Model: RBR50|Orbi AC3000 Tri-band WiFi Router
Message 10 of 38
ekhalil
Master

Re: Suddenly cannot access one website, but an older router has no problem

I think there is an issue with your DNS settings.

In Orbi web GUI (orbilogin.com) under >> ADVANCED >> Setup >> Internet Setup >> which option do you have under DNS?

If you're currently using the ISP DNS, can you please try to change it to manual DNS addresses 8.8.8.8 or 8.8.4.4 instead .

Message 11 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

Certainly... This screenshot shows the changes:

Modified DNSModified DNS

The new traceroute is as follows (interrupted after 29 hops):

 1  192.168.1.1 (192.168.1.1)  4.321 ms  2.029 ms  2.173 ms
 2  96.120.88.81 (96.120.88.81)  13.874 ms  10.274 ms  11.712 ms
 3  be-20009-rur02.sanjose.ca.sfba.comcast.net (162.151.30.233)  13.789 ms  12.561 ms  11.080 ms
 4  162.151.78.85 (162.151.78.85)  13.833 ms  14.953 ms  10.812 ms
 5  be-231-rar01.santaclara.ca.sfba.comcast.net (162.151.78.249)  15.763 ms  14.897 ms  12.931 ms
 6  be-3651-cr02.sunnyvale.ca.ibone.comcast.net (68.86.91.73)  14.787 ms  18.954 ms  16.855 ms
 7  be-11025-cr01.9greatoaks.ca.ibone.comcast.net (68.86.87.158)  22.458 ms  14.405 ms  18.239 ms
 8  be-11525-cr02.losangeles.ca.ibone.comcast.net (68.86.84.149)  24.019 ms  22.085 ms  21.126 ms
 9  be-11523-cr01.houston.tx.ibone.comcast.net (68.86.87.174)  52.305 ms  50.698 ms  54.259 ms
10  be-11423-cr02.56marietta.ga.ibone.comcast.net (68.86.85.21)  60.982 ms  72.351 ms  64.092 ms
11  be-1302-cs03.56marietta.ga.ibone.comcast.net (96.110.32.77)  64.393 ms  66.857 ms  62.374 ms
12  be-2301-pe01.56marietta.ga.ibone.comcast.net (96.110.32.94)  61.305 ms  64.259 ms  62.977 ms
13  75.149.230.90 (75.149.230.90)  62.451 ms  64.381 ms  67.863 ms
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *

 

I should add that the site is also inaccessible with this change... Really puzzling stuff... Maybe I should reconnect the Securifi Almond+ temporarily and run "traceroute" to compare. I retired the Almond+ because it lacks Mesh WiFi, which I need for my 2-story home.

Model: RBR50|Orbi AC3000 Tri-band WiFi Router
Message 12 of 38
ekhalil
Master

Re: Suddenly cannot access one website, but an older router has no problem

Did Orbi reboot after making the DNS change?

Is the problimatic site an https site? Do other https sites work well? Please try the solution here for a test: https://community.netgear.com/t5/Orbi/Orbi-Blocking-Websites-Solved/m-p/1677125/highlight/true#M7416...

Looks to me that there is some conflict between Orbi and the cable modem.

 

Message 13 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

Couple of quick answers before I try the solution in the link:

 

  • Orbi rebooted after changing DNS.
  • The website in question is an "https" site.
  • Most websites today have shifted to "https" and all of them are fully accessible. (Well, all the ones that I visit are fully accessible.)

 

Model: RBR50|Orbi AC3000 Tri-band WiFi Router
Message 14 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

Just went through the linked thread. Changes made as follows:

Screen Shot 2020-04-05 at 6.51.44 AM.png

 

Orbi did not reboot after clicking "APPLY". But the website in question remains inaccessible. All other "https" sites are still okay (which includes this one -- community.netgear.com).

 

You may be right about a possible conflict between the Orbi router and cable modem. The new modem (Arris SB8200 DOCSIS 3.1) should be delivered on Wed or Thurs of the coming week. I'll certainly update this thread if the problem disappears after switching to the new cable modem.

Model: RBR50|Orbi AC3000 Tri-band WiFi Router
Message 15 of 38
ekhalil
Master

Re: Suddenly cannot access one website, but an older router has no problem

I can't see the screenshots that you post until an administrator approves them. Please use attached files instead.

One more thing to try, to make sure that the new DNS change took place. Please go to >> ADVANCED >> Setup >> Internet Setup >> and click on "Test". This will make sure that the new DNS settings will take place. Please test after that.

Please try different DNS servers like 1.1.1.1, 8.8.4.4, .....

 

Message 16 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

After changing Primary DNS to 1.1.1.1 and secondary DNS to 8.8.4.4, I captured a screenshot and attached it here. Clicked APPLY, then clicked TEST. The router rebooted.

 

But alas the website remains inaccessible...

Model: RBR50|Orbi AC3000 Tri-band WiFi Router
Message 17 of 38
ekhalil
Master

Re: Suddenly cannot access one website, but an older router has no problem

I think we'll need to wait to see if the new cable modem will make things better. The traceroute shows issues only after going out of the comcast network.

One question though, do you have the same problem from devices connected to the Router and devices connected to the Satellite?

Message 18 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

Yes unfortunately it's affecting devices connected to both the router and the satellite. From the Advanced --> Administration --> Attached Devices page I identified a device connected to router and one connected to satellite. Both respond the same way -- specifically, both devices are unable to access that site, but can access all other http and https sites.

 

I just connected this iMac to my iPhone via Personal Hotspot, and of course the problematic site works with no problem. The iPhone operates through Verizon and "traceroute" completes in 17 hops. Because I am limited to 1GB per month of cellular data, I've avoided using the Personal Hotspot.

 

Next steps:

 

  • Wait for new Arris SB8200 to arrive.
  • Temporarily reconnect Securifi Almond+ and check traceroute.

Thank you for your (ongoing) help...

 

By the way, that problematic website is important to me because I have responsibilites there as a moderator.

Message 19 of 38
FURRYe38
Guru

Re: Suddenly cannot access one website, but an older router has no problem

Since the SB6141 is a modem only this modem doesn't have a built in router as it's a modem only so no double NAT here nor is this a FW problem. 

 

Has the modem and RBR been powered OFF for 1 minute then back on?

Try a factory reset on the RBR whlie you power OFF the modem. Walk thru the setup wizard with a wired PC and web browser connected at 192.168.1.1 or orbilogin.com

 

Be sure your using a good quality LAN cable between the modem and RBR. CAT6 is recommended. 


@Casey_SJ wrote:

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 in particular that I use often.
  • Two days ago this particular website became inaccessible over both WiFi and wired Ethernet.
  • I reset the RBR50 to factory defaults, installed latest firmware, and tried again. But all websites are accessible except for that one site.
  • I went to "downforeveryoneorjustme.com" and verified that the website is only down for me.
  • Access to the website works over my cellular connection.
  • Then today I decided to remove the RBR50 and replace it with my previous router, a Securifi Almond+. Surprisingly, it WORKED. The same website that Netgear Orbi cannot access was completely accessible by the Securify Almond+.
  • So this means that my Cable Modem (Motorola SB6141 I believe) is OKAY.
  • It also means that my Internet Service Provider's (ISP) back-end is also okay.
  • Only the Orbi Mesh RBR50 fails to access this ONE site, but has no problem with other websites.
  • This started suddenly 2 days ago after months of being able to access that site.

Quite puzzled...

 


 

 

Message 20 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem


@FURRYe38 wrote:

Since the SB6141 is a modem only this modem doesn't have a built in router as it's a modem only so no double NAT here nor is this a FW problem. 

 

Has the modem and RBR been powered OFF for 1 minute then back on?

Try a factory reset on the RBR whlie you power OFF the modem. Walk thru the setup wizard with a wired PC and web browser connected at 192.168.1.1 or orbilogin.com

 

Be sure your using a good quality LAN cable between the modem and RBR. CAT6 is recommended. 

 


Thanks for the reply.

 

  • The RBR and the Modem were both powered off for 1 minute or more.
  • The RBR was reset to factory defaults twice.
  • The RBS (satellite) was also powered off for 1 minute or more.
  • After RBR was factory-reset, a minimal setup was done with the Wizard.
  • CAT-6e is wired throughout.

 

Message 21 of 38
FURRYe38
Guru

Re: Suddenly cannot access one website, but an older router has no problem

Is the site this Fastly site seen in your traceroute? 


@Casey_SJ wrote:

 

 


Thanks for the reply.

 

  • The RBR and the Modem were both powered off for 1 minute or more.
  • The RBR was reset to factory defaults twice.
  • The RBS (satellite) was also powered off for 1 minute or more.
  • After RBR was factory-reset, a minimal setup was done with the Wizard.
  • CAT-6e is wired throughout.

 


 

Message 22 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem


@FURRYe38 wrote:

Is the site this Fastly site seen in your traceroute? 



No, my target site is something else.

Message 23 of 38
FURRYe38
Guru

Re: Suddenly cannot access one website, but an older router has no problem

Is this a private site or open to the public? 

 

Message 24 of 38
Casey_SJ
Star

Re: Suddenly cannot access one website, but an older router has no problem

It's open to the public.

Message 25 of 38
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