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Re: Suddenly cannot access one website, but an older router has no problem
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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...
Solved! Go to Solution.
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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! 🙂
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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
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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.
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Re: Suddenly cannot access one website, but an older router has no problem
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
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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
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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.
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Re: Suddenly cannot access one website, but an older router has no problem
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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 * * *
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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 * * *
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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 .
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Re: Suddenly cannot access one website, but an older router has no problem
Certainly... This screenshot shows the changes:
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.
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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.
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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.)
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Re: Suddenly cannot access one website, but an older router has no problem
Just went through the linked thread. Changes made as follows:
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.
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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, .....
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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...
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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?
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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.
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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...
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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.
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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.
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Re: Suddenly cannot access one website, but an older router has no problem
Is this a private site or open to the public?
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Re: Suddenly cannot access one website, but an older router has no problem
It's open to the public.
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