Some users are not able to access website

Application Performance DNS & Network
1

What is the name of the domain?

What is the error number?

not found

What is the error message?

there is not error message

What is the issue you’re encountering

Few of our users are not able to access website. When we get screenshot of the tracert command from them, it was reaching to Cloudflare Delhi but then all were request time out. Can you please check this. I also noticed that all these tracert was running on ipv6 not on ipv4

What steps have you taken to resolve the issue?

not able to understand what can be done

What feature, service or problem is this related to?

I don’t know

What are the steps to reproduce the issue?

you can tracert ixambee.com

Screenshot of the error

Image (17).png
Image (17).png667×983 15.1 KB

2

Hello,
you can ask the affected users to run following commands on their machines-

ping -6 ixambee.com
ping ixambee.com

If only IPv6 users are affected, the issue is likely due to router misconfiguration or maybe IPv6 traffic may have been blocked on Firewall or Cloudflare rate-limiting or filtering ICMPv6 probe

Ask affected users to disable IPv6 on their local network adapter and retry. If the site loads over IPv4, it confirms the issue is IPv6-specific.

Check Cloudflare IPv6 Setting-
In your Cloudflare dashboard:

  • Go to ‘Network’ tab
  • Ensure ‘IPv6 Compatibility’ is ‘enabled’
  • If already enabled, try toggling it off and back on to refresh the setting
3

Did you try to do NS lookup or dig +trace domain name +additional
flush DNS

5

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