Acknowledge / Inform users of website problems?!

08/25/2013 09:23:32 AM · #101

Ok. Update:

Hi Cory,

We are unable to assist with site issues such as voting or inability to login or access parts of the site as we are not responsible for the DPChallenge software. I have forwarded your e-mail to DPChallenge.

If it is the case that someone is unable to access the site entirely, please supply the results of traceroutes to "www.dpchallenge.com" and "78.158.93.74" as per this document: //www.sargasso.net/kb/q108301.jsp Please include the IP address that is being traced from. We can use this to determine whether there is an underlying network issue affecting that user.

Regarding the other comments in the thread, DPChallenge has received a number of complimentary upgrades this year and these have been performed in maintenance windows. There has been no unscheduled outage, however we are only responsible for communicating maintenance windows to our customer and not to DPChallenge users.

Regards,

David Croft

..

I'm going to have the problem suffers do this:

FIRST: BE SURE THAT YOU REALLY CANNOT ACCESS DPCHALLENGE.COM (If you can access the site, but cannot vote, or whatever, that is not Sargasso's problem. ONLY THOSE WHO CANNOT ACCESS THE ENTIRE SITE SHOULD FOLLOW THIS PROCEDURE)

JANINE AND OTHERS USING THE VPN I PROVIDED - TURN OFF THE VPN FIRST

Start a command prompt (start>run> type in 'cmd' and press enter)
Type in 'tracert dpchallenge.com > dpchallenge.txt' and press enter (do not type in the ' marks)

This will create a new text file with the traceroute test results in it.

Do this once more, and type in 'tracert 78.158.93.74 > dpchallenge2.txt

This will create a second new text file with the traceroute test results.
*****

Finally, go to //whatismyip.com/ and take note of your IP address.

Please include that in your e-mail to support@sargasso.net
..

Please do this right away, and e-mail the results to support@sargasso.net , subject "[SUPPORT #YOR-112-72911] - DPChallenge.com Traceroute Test"

Please post here once you've done that so I know that I don't need to start poking you.

E-mail form letter:

David/Support,

I am writing you today, because Cory has asked me to provide you with tracert tests and my IP address. Please find attached two text files with the results from the tracert tests.

My IP address is: (PASTE IP ADDRESS FROM WHATISMYIP.COM HERE)

(ATTACH TEXT FILES CREATED ABOVE)

Thank you for your prompt attention to this matter, we appreciate it greatly.

-Dpchallenge.com member (YOUR NAME HERE)

Message edited by author 2013-08-25 09:55:26.

08/25/2013 09:34:21 AM · #102

I'll run the test as soon as I get back home, then post the result when I come back to feed the critters at my folks house tonight.

Canon EF-S 18-55mm f/3.5-5.6 IS

08/25/2013 09:39:41 AM · #103

Originally posted by RKT:

I'll run the test as soon as I get back home, then post the result when I come back to feed the critters at my folks house tonight.

Just e-mail them directly to support@sargasso.net ..

Although a post here to confirm that you have sent would be awesome. We'll only want to send three or four of these at the most.

CNovack

Canon EOS-600D/T3i Rebel

08/25/2013 09:51:33 AM · #104

Originally posted by Cory:

Originally posted by RKT:
I'll run the test as soon as I get back home, then post the result when I come back to feed the critters at my folks house tonight.

Just e-mail them directly to support@sargasso.net ..

Although a post here to confirm that you have sent would be awesome. We'll only want to send three or four of these at the most.

Cory, thanks for leading the charge and doing this. And *wow*, that was a prompt response from Sargasso!! I guess we are just in a wait and see mode as information is gathered.

PennyStreet

Olympus OM-D E-M1

Olympus 17mm f/1.8 M.Zuiko

08/25/2013 10:48:42 AM · #105

Good work Cory! Thanks.

salmiakki

Sony Alpha a7R III

Sony Sonnar T* 35mm F2.8 ZA

08/25/2013 11:57:55 AM · #106

Since

RKT can't access the site, here's the info (as posted on Facebook)

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Rachel>tracertdpchallenge.com>dpchallenge.txt
'tracertdpchallenge.com' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Rachel>

as an aside, I have noticed that I cannot access the site if I have my VPN running in the background (I used one to access a UK website). It's fine if I turn off the VPN. This is something new (since Friday 23rd) - I have been using the VPN for 2 yrs and never encountered this before.

Tiny

Apple iPad mini 4

08/25/2013 11:59:42 AM · #107

Beat me too it.

Ja-9

Nikon AF-S DX NIKKOR 18-200mm f/3.5-5.6G ED VR II

08/25/2013 12:21:52 PM · #108

ok, I'm going to try to run the test now...hopefully I'll be back soon...turning off my VPN...bye..bye

Damon

Nikon AF-S NIKKOR 24-120mm f/4G ED VR

08/25/2013 12:53:20 PM · #109

Originally posted by salmiakki:

Since RKT can't access the site, here's the info (as posted on Facebook)

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Rachel>tracertdpchallenge.com>dpchallenge.txt
'tracertdpchallenge.com' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Rachel>

as an aside, I have noticed that I cannot access the site if I have my VPN running in the background (I used one to access a UK website). It's fine if I turn off the VPN. This is something new (since Friday 23rd) - I have been using the VPN for 2 yrs and never encountered this before.

Make sure she puts a space between tracert and dpchallenge.com

Message edited by author 2013-08-25 12:56:28.

08/25/2013 12:57:50 PM · #110

Originally posted by Damon:

Originally posted by salmiakki:
Since RKT can't access the site, here's the info (as posted on Facebook)

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Rachel>tracertdpchallenge.com>dpchallenge.txt
'tracertdpchallenge.com' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Rachel>

as an aside, I have noticed that I cannot access the site if I have my VPN running in the background (I used one to access a UK website). It's fine if I turn off the VPN. This is something new (since Friday 23rd) - I have been using the VPN for 2 yrs and never encountered this before.

Make sure she puts a space between tracert and dpchallenge.com

The command should be

tracert dpchallenge.com > dpchallenge.txt

and

tracert 78.158.93.74 > dpchallenge2.txt

...

Be sure to include the spaces, they're all important.

08/25/2013 12:58:46 PM · #111

Originally posted by salmiakki:

If you could do a run of this with your VPN active, that'd be great too.

Thanks

Damon

Nikon AF-S NIKKOR 24-120mm f/4G ED VR

08/25/2013 01:03:57 PM · #112

Heres a funny one Cory Im able to jump on the site fine, but when I trace route its 30 hops to dpchallenge.com, at hop 17 I hit sargasso.net then it times out the remainder hops. Have you tried it as well to see if you can hit all the way to the server?

08/25/2013 01:10:54 PM · #113

Originally posted by Damon:

Yeah, that result is 'normal' for dpchallenge.com..

08/25/2013 01:55:31 PM · #114

Just a fast update for those running the traceroute

..

The method I provided:

tracert dpchallenge.com > dpchallenge.txt

does not report back anything, it'll just wait a while, then go back to prompt.

This is correct, the command above generates a text file which contains the results of the command. Verify that this file exits, then rerun the command as:

tracert 78.158.93.74 > dpchallenge2.txt

This will create a second file called dpchallenge2.txt ..

These files are what you will want to send to support@sargasso.net - be sure to also go to whatismyip.com and give them that number in the e-mail as well.

Also, be sure that the e-mail subject line includes [SUPPORT #YOR-112-72911]:

Ja-9

Nikon AF-S DX NIKKOR 18-200mm f/3.5-5.6G ED VR II

08/25/2013 02:15:33 PM · #115

OK...Finally!!!

I sent the e-mail...I take it that you want me to run it with VPN as well??? Or is that for Sara/Rachel only?

I'll try to get ahold of Waddy and Ray for them to run tracert as well...but it may take awhile as they are on FB and it depends when they get back on...I'll also send them an e-mail...

Canon EF-S 18-55mm f/3.5-5.6 USM

08/25/2013 05:23:28 PM · #116

Originally posted by Ja-9:

No need to run it with VPN on. I was only directing that at those who experience an inability to connect with VPN on.

Thanks Janine!

RayEthier

Canon EOS-5D Mark II

08/25/2013 05:56:48 PM · #117

currently tied down to my bed with IV drip..will ask daughter if she can do this for me and report.

Ray

PennyStreet

Olympus OM-D E-M1

Olympus 17mm f/1.8 M.Zuiko

08/25/2013 06:34:25 PM · #118

Originally posted by RayEthier:

currently tied down to my bed with IV drip..will ask daughter if she can do this for me and report.

Ray

Oh my Ray... hope you're okay.

tanguera

Nikon AF-S Nikkor 17-35mm f/2.8D IF-ED

08/25/2013 06:43:52 PM · #119

Originally posted by RayEthier:

currently tied down to my bed with IV drip..will ask daughter if she can do this for me and report.

Ray

Whaaaat????

Melethia

Canon EOS-80D

Canon EF 24-105mm f/4.0L IS

08/25/2013 06:55:33 PM · #120

No, no, no, Ray - you're supposed to drink the alcohol, not feed it through an IV line! (Seriously, though, hope you're OK! Or at least on your way to being OK!)

08/25/2013 07:53:30 PM · #121

Originally posted by Damon:

I did it with the spaces and got nothing. I'll try once again when I get back home. How long do we have to wait for the text to pop up? Maybe I didn't wait long enough? Also I'm not using a VPN so that's not an issue for me.

08/25/2013 07:58:51 PM · #122

Originally posted by RKT:

Originally posted by Damon:

Originally posted by salmiakki:
Since RKT can't access the site, here's the info (as posted on Facebook)

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Rachel>tracertdpchallenge.com>dpchallenge.txt
'tracertdpchallenge.com' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Rachel>

as an aside, I have noticed that I cannot access the site if I have my VPN running in the background (I used one to access a UK website). It's fine if I turn off the VPN. This is something new (since Friday 23rd) - I have been using the VPN for 2 yrs and never encountered this before.

Make sure she puts a space between tracert and dpchallenge.com

I did it with the spaces and got nothing. I'll try once again when I get back home. How long do we have to wait for the text to pop up? Maybe I didn't wait long enough? Also I'm not using a VPN so that's not an issue for me.

Originally posted by Cory:

08/25/2013 08:05:31 PM · #123

I did that Cory...Sarah sent me the info via Facebook.

Ja-9

Nikon AF-S DX NIKKOR 18-200mm f/3.5-5.6G ED VR II

08/25/2013 08:06:29 PM · #124

Rachel it took 3/4 min for my CMD to g to the next prompt...then I typed in

Dpchallange.txt

That brought up the ??? list...it should have 30 Hops on it

I'm sure Cory will correct me (pfffffttttt)

But it does take a little time.