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jackbrim
Starting Member


United Kingdom
33 Posts

Posted - 03/13/2014 :  14:55:23  Show Profile  Reply with Quote
I have a member called Andy on our forum who for over the last 2 years has been having trouble getting on to our forum. It keeps timing out for him whether he uses his laptop or phone. When he comes to my house he can get on there with no problems so that told me that it was a problem at his end. Well today he has had an engineer out for the third time and has changed everything and yet he still has the problem and the engineer said it was a problem with the forum host.
Any suggestions please as he is a valued member of the club.


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I am no lady but definately a woman

jackbrim
Starting Member



United Kingdom
33 Posts

Posted - 03/14/2014 :  02:59:36  Show Profile  Reply with Quote
is there anyone out there who can help please???

I am no lady but definately a woman
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RUlmer
Moderator



USA
417 Posts

Posted - 03/14/2014 :  08:46:43  Show Profile Send RUlmer a Private Message  Reply with Quote
You might have "Andy" run a trace route on his attempts to log in to your forum. It kind of sounds like his Internet service provider might have a high latency issue. Does Andy have any problems with time outs on any other Internet sites that require his computer to interact with the log in...log out process?
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jackbrim
Starting Member



United Kingdom
33 Posts

Posted - 03/14/2014 :  13:33:59  Show Profile  Reply with Quote
no none at all. It is fine for everything except our forum. He is with bt infinity if that means anything. Is there anyway that our forum could be checked to see if we do have any problems please.


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RUlmer
Moderator



USA
417 Posts

Posted - 03/14/2014 :  15:39:03  Show Profile Send RUlmer a Private Message  Reply with Quote
First...... you said your forum works just fine for you, and I (although I'm not a member, so I can't log in to your forum) have no problem bringing up your forum. But if it's working okay for you and other members of it (other than Andy), it's not the forum.
Second, as much as I'd like to help you "check your forum", I'm a moderator not an Admin, and have no power to do so. It's going to require an Admin to look as you request into your forum. We haven't had one on here in 68 days.
However, it still sounds more so like Andy has a Internet service provider issue. There is some reason for the time lag that's causing his computer to lose contact with the one he's contacting to log in; therefore the "Time Out". That's why I ask for a trace route be run. The results may show where the bottleneck in his transmission to the (your) forum is at.
Wish I could be of more help to you.

Edited by - RUlmer on 03/14/2014 17:04:18
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jackbrim
Starting Member



United Kingdom
33 Posts

Posted - 03/14/2014 :  17:16:41  Show Profile  Reply with Quote
thanks for your help....I am now going to show some ignorance ...how do you do a trace route please lol

I am no lady but definately a woman
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RUlmer
Moderator



USA
417 Posts

Posted - 03/14/2014 :  18:39:10  Show Profile Send RUlmer a Private Message  Reply with Quote
Here's the steps to run a tracet route test:
(Remember Andy needs to do this, not you. But, you can run one from your own computer to better understand what we are talking about. It might be good for you to also run one to compare to Andy's report.)

How to:
1.Click start,
2.Go to programs
3.Go to accessories
4.Click on Command Prompt (Command Prompt can be found under the Accessories of your programs' list)
5. Directly behind the flashing point type in the following: tracert jackbrim/forumco.com
Notice in step 5 above that there is a space in-between the word "tracert" and "jackbrim/forumco.com"
6. Hit "Enter" key on keyboard. (Give it time to finish the tracert, only a few seconds hopefully)

How to get the report and post it on the forum:
To copy the tracet report to your clipboard; so you can paste it to NotePad, or to a forum's post, you should read this article. I could explain this, but it's best you just read the info here.
You must be logged in to see this link.

Remember, the report we want is the one from Andy's computer to your forum, not one from yours or mine. Andy needs to do this on/from his computer.

I suggest you highlight this text (my instructions posted here), so you can print (or just copy it to a NotePad document) for your reference while learning this process.

By Andy's report we should be able to see any points in route that might be taking extra time to proceed on in his login process.

Question:
What kind of Internet service does Andy have? Dial-up; DSL; Satellite; etc...?
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jackbrim
Starting Member



United Kingdom
33 Posts

Posted - 03/16/2014 :  05:37:21  Show Profile  Reply with Quote
ok thank you i written down all instructions. Will get back to you


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Admin
ForumCo Administrator



Éire
4085 Posts

Posted - 03/17/2014 :  08:47:03  Show Profile  Visit Admin's Homepage  Send Admin an ICQ Message  Send Admin a Yahoo! Message Send Admin a Private Message  Reply with Quote
Is he using the same network for his laptop and phone? e.g. BT over WiFi? What browser is he using? What is his i.p. address?


Padraic,

ForumCo Support
www.forumco.com

Helpdesk Knowledgebase Rate ForumCo @ Hotscripts Rate ForumCo @ Cgi-Resources
Please provide:
* error messages * direct link to your forum * any possibly helpful information.
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jackbrim
Starting Member



United Kingdom
33 Posts

Posted - 04/28/2014 :  09:37:36  Show Profile  Reply with Quote
Right Andy seems to be ok now but i have another member with the same problem. His name is Billy bones. I gave him the same instructions to do the trace cert and this is his reply

C:\Windows\system32>tracert forumco.com

Tracing route to forumco.com [68.233.244.203]
over a maximum of 30 hops:

1 2 ms 5 ms 2 ms BTHomeHub.home [192.168.1.254]
2 6 ms 10 ms 5 ms 172.16.16.5
3 * * * Request timed out.
4 6 ms 6 ms 8 ms 217.41.217.29
5 10 ms 11 ms 9 ms host109-159-245-122.range109-159.btcentralplu
om [109.159.245.122]
6 9 ms 10 ms 11 ms 31.55.164.219
7 11 ms 10 ms 18 ms 31.55.164.109
8 10 ms 17 ms 10 ms 109.159.248.197
9 16 ms 16 ms 19 ms core1-te0-3-0-16.ilford.ukcore.bt.net [109.15
48.156]
10 16 ms 13 ms 14 ms peer2-xe9-0-0.telehouse.ukcore.bt.net [109.15
54.126]
11 13 ms 15 ms 14 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211
4]
12 51 ms 21 ms 21 ms 166-49-211-38.eu.bt.net [166.49.211.38]
13 293 ms 320 ms 136 ms xe-8-1-0.mia10.ip4.tinet.net [89.149.180.2]
14 307 ms 120 ms 123 ms giglinx-gw.ip4.tinet.net [77.67.77.146]
15 122 ms 120 ms 122 ms ve227.fesxv26.tpa.hivelocity.net [66.232.99.1

16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Windows\system32>tracert jackbrim.forumco.com

Tracing route to jackbrim.forumco.com [68.233.244.203]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BTHomeHub.home [192.168.1.254]
2 6 ms 6 ms 4 ms 172.16.16.5
3 * * * Request timed out.
4 8 ms 8 ms 6 ms 217.41.217.29
5 122 ms 32 ms 9 ms host109-159-245-122.range109-159.btcentralplu
om [109.159.245.122]
6 9 ms 9 ms 10 ms 31.55.164.219
7 10 ms 10 ms 12 ms 31.55.164.109
8 9 ms 10 ms 12 ms 109.159.248.197
9 21 ms 18 ms 12 ms core2-te0-3-0-2.ealing.ukcore.bt.net [109.159
8.148]
10 16 ms 16 ms 14 ms peer2-xe7-0-1.telehouse.ukcore.bt.net [109.15
52.41]
11 14 ms 14 ms 14 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211
4]
12 24 ms 21 ms 22 ms 166-49-211-38.eu.bt.net [166.49.211.38]
13 137 ms 136 ms 136 ms xe-8-1-0.mia10.ip4.tinet.net [89.149.180.2]
14 129 ms 124 ms 124 ms giglinx-gw.ip4.tinet.net [77.67.77.146]
15 121 ms 121 ms 123 ms ve227.fesxv26.tpa.hivelocity.net [66.232.99.1

16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Windows\system32>tracert noc4hosts.com

Tracing route to noc4hosts.com [199.193.113.143]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms BTHomeHub.home [192.168.1.254]
2 13 ms 5 ms 4 ms 172.16.16.5
3 * * * Request timed out.
4 6 ms 7 ms 24 ms 217.41.217.29
5 11 ms 11 ms 10 ms 217.41.216.242
6 9 ms 9 ms 13 ms 31.55.164.219
7 27 ms 10 ms 10 ms 31.55.164.109
8 10 ms 9 ms 9 ms acc2-10GigE-0-5-0-4.bm.21cn-ipp.bt.net [109.1
248.224]
9 19 ms 17 ms 13 ms core2-te0-2-5-0.ealing.ukcore.bt.net [109.159
8.130]
10 67 ms 14 ms 14 ms peer2-xe-7-1-0.telehouse.ukcore.bt.net [109.1
252.51]
11 14 ms 14 ms 15 ms t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net [166.49.211
2]
12 23 ms 22 ms 22 ms 166-49-211-38.eu.bt.net [166.49.211.38]
13 136 ms 136 ms 137 ms xe-8-1-0.mia10.ip4.tinet.net [89.149.180.2]
14 122 ms 122 ms 121 ms giglinx-gw.ip4.tinet.net [77.67.77.146]
15 120 ms 121 ms 121 ms ve227.fesxv26.tpa.hivelocity.net [66.232.99.1

16 125 ms 122 ms 120 ms noc4hosts.com [199.193.113.143]

Trace complete.

C:\Windows\system32>tracert montanaadministrator.-forumco.com

Tracing route to montanaadministrator.-forumco.com [92.242.132.15]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BTHomeHub.home [192.168.1.254]
2 10 ms 9 ms 7 ms 172.16.16.5
3 * * * Request timed out.
4 6 ms 6 ms 5 ms 217.41.217.29
5 9 ms 10 ms 10 ms host109-159-245-106.range109-159.btcentralplu
om [109.159.245.106]
6 9 ms 9 ms 9 ms 31.55.164.219
7 10 ms 11 ms 13 ms 31.55.164.109
8 10 ms 9 ms 10 ms 109.159.248.221
9 18 ms 15 ms 15 ms core1-te0-15-0-7.ilford.ukcore.bt.net [109.15
48.146]
10 15 ms 15 ms 15 ms peer2-xe4-0-1.redbus.ukcore.bt.net [109.159.2
126]
11 18 ms 15 ms 15 ms 195.99.126.103
12 17 ms 59 ms 22 ms xe-4-2.core00.sov.uk.hso-group.net [89.248.31
]
13 17 ms 16 ms 22 ms xe-4-2.core00.gs2.uk.hso-group.net [77.75.108
6]
14 15 ms 18 ms 32 ms xe-4-4.core00.the.uk.hso-group.net [77.75.108
0]
15 70 ms 14 ms 17 ms 93.89.91.12
16 18 ms 15 ms 18 ms ert1-the-gi1-8.router.uk.catalyst2.net [93.89
.10]
17 65 ms 15 ms 15 ms 84.18.192.130
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Windows\system32>tracert tampapix.com

Tracing route to tampapix.com [68.233.32.103]
over a maximum of 30 hops:

1 3 ms 4 ms 1 ms BTHomeHub.home [192.168.1.254]
2 6 ms 7 ms 6 ms 172.16.16.5
3 * * * Request timed out.
4 9 ms 7 ms 6 ms 217.41.217.29
5 78 ms 9 ms 9 ms 217.41.216.242
6 9 ms 11 ms 9 ms 31.55.164.219
7 12 ms 11 ms 10 ms 31.55.164.109
8 9 ms 11 ms 11 ms 109.159.248.197
9 40 ms 30 ms 24 ms 109.159.248.132
10 15 ms 35 ms 51 ms peer2-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.126]
11 13 ms 14 ms 14 ms t2c3-xe-2-1-0-0.uk-lon1.eu.bt.net [166.49.211.18
8]
12 14 ms 14 ms 19 ms be3035.ccr21.lon01.atlas.cogentco.com [130.117.1
4.169]
13 15 ms 15 ms 15 ms be2316.mpd21.lon13.atlas.cogentco.com [154.54.73
.113]
14 104 ms 100 ms 100 ms be2390.ccr21.bos01.atlas.cogentco.com [154.54.44
.221]
15 102 ms 101 ms 100 ms be2299.ccr21.alb02.atlas.cogentco.com [154.54.43
.10]
16 110 ms 107 ms 108 ms te8-8.ccr01.buf02.atlas.cogentco.com [154.54.27.
178]
17 112 ms 113 ms 112 ms te0-5-0-2.ccr21.cle04.atlas.cogentco.com [154.54
.31.237]
18 235 ms 210 ms 208 ms te2-7.ccr01.tol01.atlas.cogentco.com [154.54.41.
234]
19 119 ms 119 ms 119 ms te3-8.ccr01.sbn01.atlas.cogentco.com [154.54.45.
125]
20 121 ms 119 ms 119 ms te0-0-2-1.nr11.b043460-0.sbn01.atlas.cogentco.co
m [154.24.13.94]
21 109 ms 107 ms 107 ms 38.104.216.146
22 133 ms 129 ms 131 ms 68.233.34.242
23 248 ms 110 ms 109 ms hcsh2.hostcolor.net [68.233.32.103]

Trace complete.


Hi Jack
I have carried out up-to date tracert tests (attached) have also carried out tests to forumco.com, montanna administration forumco, NOC4hosts (server provider) and tampapix (same area) to see if any other problems exist? I cannot connect to 'any' forumco sites.
Despite totally re-setting and wiping everything the forum is not reachable, these problems have only exsisted since the forum went down approx 12 months a go, when a problem occurred with the server?
kindest regards
WJR

I presume he is and i know he has bt infinity. I have just emailed him and am awaiting an answer.


right have just received his reply to my email and it is this

I'm not using the same network for my phone(s) but if I do use home wifi, with phone, it does not connect either, and I use different browsers, chrome, Internet Explorer depends what PC I'm on? IP address is same as on test's
WJR

Cheers

I am no lady but definately a woman

Edited by - jackbrim on 04/28/2014 10:06:33
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jackbrim
Starting Member



United Kingdom
33 Posts

Posted - 05/07/2014 :  17:24:46  Show Profile  Reply with Quote
is there no help out there for this please it is pretty urgent

I am no lady but definately a woman
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