Status re-routed São Paulo / Brazil

At the moment, according to São Paulo, Brazil - (GRU) it is Re-routed and not Operational. What is the SLA for CloudFlare to resolve this? My clients’ connections are intermittent and I need support.

Hi @anderson.cardoso,

Users should just be re-routed to a different datacenter. What is the issue people are having with your site?

You can get them to check the colo from (replacing with your domain) to see which datacenter they are connecting to.

Users who access GRU sometimes are not able to access our system. It’s very intermittent.

They shouldn’t be connecting to GRU while it’s re-routed.

What happens, do they get an error?

Yes and no.
I for example am accessing our system normally now, but running your trace address I am accessing via GRU
uag=Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:91.0) Gecko/20100101 Firefox/91.0

Is there a forecast when GRU is operational?

I’m afraid I have no more insight than what is on the status page.

What error do your users get when they can’t access your site?

They didn’t inform me of the errors. I’m going to request a printscreen and as soon as I have a hit, I update it here.

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@anderson.cardoso were are serving traffic just fine in GRU today - the status is inaccurate on the status page today due to a bug with our automation - so ignore that for the time being - it is not relevant to whatever issues you are seeing with clients are unrelated.

The right thing to do here is understand what your clients are actually seeing - e.g. is it issues with packet loss, latency, HTTP errors. Getting a clear description of the issue is important to know what to capture and how to proceed - but generally speaking getting a screenshot, HAR file, description & a traceroute can help you unravel what you’re seeing - we have no other reports in the region, so it’s not likely to be a general issue.

Hi guys, I just had problems again. Can you help me? I have Error 521 Ray ID: 684edbad0b0b6031 • 2021-08-26 17:42:41 UTC

521 errors are your origin server refusing the connection - so it’s something in your hosting provider’s network or on your server doing this. Take a look here for more details: Community Tip - Fixing Error 521: Web server is down

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