The website https://leadoutloudprograms.com is not accessible from the Philippines but is accessible from e.g. Netherlands, Germany, US and Canada. Anybody has an idea what is going on and how I could resolve this? It happened out of the blue yesterday, I thought it would be temporarily but this is the second day now.
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We have now multiple people from the Philippines using an internet service provider called PLDT (Philippine Long Distance Telephone Co.), which seems to be the biggest in Philippines. Other providers from Philippines e.g. Globe Telecom Inc. seems to be working.
Two members of our support team use this provider and can not access leadoutloudprograms.com but can access any other website on the same server, e.g. unsinkable.com.
One of the members of our support team is a bit tech savvy and with her I changed her DNS setting on Windows 10 to use Google DNS setting for IPV4 as well as IPV6 internet access.
We have flushed the DNS on her computer.
She additional restarted her modem, WiFi and her computer as well, including clearing browser cache.
Additional to trying to access the domain with the computer she tried to access the website using her mobile phone using the data plan, unfortunately this did not work either. Note: she is using PLDT as a mobile phone provider as well.
I have white listed her IP address inside of LiquidWeb interface as well as the webserver, allowlisted Philippines on cloudflare - at this moment Cloudflare security check is disabled for Philippines as well. Though if Cloudflare was an issue it would show a Cloudflare branded error page, not the standard browser one of which I have attached a screenshot as well.
When the support agent uses TunnelBear VPN she can access the website, when I use TunnelBear and select a VPN server in Philippines it also works for me (being in Slovenia).
I have added a traceroute from our support member to the domain name, for both unsinkable.com as leadoutloudprograms.com.
Unfortunately, I don’t live in the Philippines, I live in Slovenia and the website works as expected.
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I have the same problem, several of my visitors from the Philippines reported to me they couldn’t reach my website, I did a test disabling Cloudflare with “developer mode” and they finally were able to load the website.
Did you find a solution to this?
bumping this up. experience this for 2 days now. any fix?
Also experiencing this, was anyone able to solve the issue?
Also jumping in here to say having the same issue. One of our engineers is based in the Philippines and was able to recreate the problem on PLDT and Starlink and his mobile carrier Smart. With a VPN on the issue disappears.
We also have reports of users in some other countries like Jordan, but mainly the Philippines.
Update: Traceroute confirmed engineer was actually connected to PLDT the entire time on all of his devices, when correctly switching to another provider the issue resolved itself so confirming this is PLDT only in the Philippines.
I’ve managed to resolve the issue to a certain extent, so sharing how I’ve resolved it and wild guesses as to why it might be happening.
The Issue
Our specific issue was that users could access our main website (.com) but couldn’t signup as they were unable to connect to our API which is on our secondary .net domain. The confusing thing here is that both our website on .com and our API on .net are on cloudflare and both are proxied.
The Resolution
I managed to resolve the issue on a call with one of our customers by setting up our API as a subdomain of our .com domain instead of our .net domain. Even with proxying enabled and all other settings across the two accounts the same, the connections instantly succeeded when going through our .com vs our .net.
Root Cause - Unknown
As the settings across the two accounts are the same I still don’t know why it works on one domain and not the other.
Based on my discussions with cloudflare support and testing on affected machines the connection issue looks like it was ISP specific, in some cases a traceroute just showed a loop happening inside PLDT when trying to connect to our .net domain which doesn’t occur when using.com.
My only wild guesses as to why this might be occurring:
- Some kind of setup/configuration issue with our Cloudflare account for our .net domain that was ISP specific (makes no sense)
- The PLDT ISP doesn’t like our .net domain (It’s not on any spam or blocklist I could find so no reason for an ISP to dislike it).
What I might recommend trying although both are guesses:
- If you have the option to serve affected sites through another domain try that.
- If you don’t, maybe try deleting/recreating your cloudflare account on the affected domain and see if that resolves it.
Best of luck!
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