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Thread ID: 71971	2006-08-24 00:42:00	Xtra No Longer Recognises our Hosting Services	opmclimited (11037)	Press F1

Post ID	Timestamp	Content	User
480364	2006-09-02 03:49:00	this offen happens to me, but im not sure if its on my end as i just reset me router SEVERAL times and its ok i think Xtra should ******* and ***** and then **********	handya (3666)
480365	2006-09-02 04:01:00	For reference: www.opmc.co.nz no problems here at telstra-paradise-cable land, this site is loading well, although opmc.co.nz (no "www") can't be found......	personthingy (1670)
480366	2006-09-02 04:03:00	I'm on xtra and I can see www.opmc.co.nz	Fishy (10540)
480367	2006-09-02 06:05:00	Same here on Xtra I can see www.opmc.co.nz fine :) Note: you need www to access opmc.co.nz as opmc.co.nz does not work.	stu161204 (123)
480368	2006-09-03 08:29:00	Yes, it is now working. After us doing some investigation at our end, and confirming to Telecom that it was in fact absolutely not our fault (they asked us to check if we had blocked them on our firewall (when half our customers use Xtra), the problem magicially fixed itself (.......) about 2 hours after I left that message with their Complex Technical Support team. It was also at that point that I told them our first customer would be leaving us on Tuesday if the problem wasn't resolved. Advice I received from another message group was that Xtra apparently has some problems. I was told there are multiple choke points between the 3rd party person who was assisting me (overseas) and the Xtra system - most seeming to include "xtra" in the name. They start from "xtra-int.akbr3.global-gateway.net.nz [202.37.245.158]" and go inwards from there.	opmclimited (11037)
480369	2006-09-03 08:58:00	Hi Guys, The test results from a week or so ago via dnsstuff.com indicated the cause was way outside of Xtra, probably relating to an issue with domain name servers at jtw.cz Regards, Martnz	martnz (271)
480370	2006-09-03 09:54:00	Cant tracert the domain either: www.dnsstuff.com Same for the domain that provides the opmc.co.nz nameservers: www.dnsstuff.com This is not an Xtra issue. I am available to consult, although I don't come cheap. :badpc:	superuser (7693)
480371	2006-09-03 10:02:00	whats the DNS servers???? i'll try to traceroute them from my telstra connection	personthingy (1670)
480372	2006-09-04 21:12:00	Hi Guys, The test results from a week or so ago via dnsstuff . com indicated the cause was way outside of Xtra, probably relating to an issue with domain name servers at jtw . cz Regards, Martnz Hi Martnz, thanks for your comment about that but the reason you're not getting a result is because there is nothing located at "opmc . co . nz" . Do the same search but with "www . opmc . co . nz" and you will get an answer . The cause was with Xtra, and they have admitted this and taken responsibility to fix it . Heck, it "mysteriously" fixed itself two hours after I told them our firewall was not blocking them (and reminded them that every other ISP on earth didn't have the problem) . And to answer the other question, our DNS servers are ns1 . jtw . cz and ns2 . jtw . cz . For future reference - for the next poor person who has this issue here is what you need to know . Remember, this is for if you have already done testing to determine that your hosted website(s) do not have problems through other DNS servers, and you have the experience to be confident the problem lies with Xtra (ie your customers are with Xtra and they can access other websites that do not go through the same DNS as your websites, but can't access sites through your DNS) . . . 1 . Call Xtra's Complex Technical Team on 0800 268 070 . 2 . Explain the problem you are having, and that you are aware of it happening to someone else in late August 2006 . Tell them that if that is the case that the problem might lie with: Xtra DNS servers 202 . 27 . 184 . 3 202 . 27 . 184 . 5 Xtra caching servers 202 . 27 . 158 . 40 202 . 27 . 156 . 72 3 . Get a case number from them . They might try to do a ping or tracert to your DNS server, and it will probably be fine . This team uses a different DNS than Xtra customers, which explains the problem . What you might suggest is that they do testing through the Xtra DNS servers, then through other IP's . They will find that Xtra's DNS servers have problems, whereas other internal IP's work fine within Telecom . They might then be able to narrow it down to the DNS and caching servers . Note that the next "hop" after the caching / DNS servers is the same computer for all of this Telecom office, so if it works on other Telecom IP's it can be narrowed down to these 4 . 4 . They will probably tell you they will look into it and call you back . Ask them when they will call you back -what day/time . If they can't commit to that ask them why - you have customers too and you can't help them until Xtra looks into the problem! They might suggest you change the SERIAL on your DNS to effect a change in their system . My experience is that doesn't make a difference to this problem, but is worth a shot anyway . 5 . After 24 hours, call them back again . They are open in the weekends . 6 . Follow up the issue religiously until it has been fixed . If you feel you are going nowhere, ask to escalate the issue and you might be put through to a senior technician on call . 7 . If you are still 100% confident the issue lies with Xtra, I would recommend investigating your options for media coverage of the problem - the issue has happened but if it is not being resolved effectively and the only problem is at their end then there is only one person who can fix it . In saying that, the Xtra Complex Technical Team was very helpful and I would highly recommend them when you experience this type of issue . Please note that this team is there to help people /businesses who are up on the technology and are experiencing complex networking, etc, problems . If you are not experiencing the issue described above then I would recommend trying the normal 0800 numbers first . They can then direct your problem appropriately where necessary . Cheers	opmclimited (11037)
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