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8 years ago
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Unable to load Amazon, Problem Upstream From Modem

I have bypassed my router with a direct cable connection to the modem, turned off web acceleration, reset the MBX, and have attempted rebooting the modem.  The problem is across computers, users, and...
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I have bypassed my router with a direct cable connection to the modem, turned off web acceleration, reset the MBX, and have attempted rebooting the modem.  The problem is across computers, users, and browsers.  I have attempted shuting off windows firewall and antivirus.  All to no avail.  Yesterday, while in the middle of browsing Amazon, images suddenly stopped loading.  Today, in addition to few or no images, Amazon tries to load at a snails pace but the CSS never fully loads.  This problem ONLY occures with Amazon and only started occuring yesterday.  I have attempted clearing cookies and cache and uninstalled all extensions and tried incongnito mode and tried both chrome and explorer, but as I said, this problem is either at the modem or upstream from it.  It doesn't matter if I'm using my laptop on wi-fi, my tower with network cable, any windows user, any browser, the problem persists.  It only affects Amazon.com.

 

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I have bypassed my router with a direct cable connection to the modem, turned off web acceleration, reset the MBX, and have attempted rebooting the modem.  The problem is across computers, users, and browsers.  I have attempted shuting off windows firewall and antivirus.  All to no avail.  Yesterday, while in the middle of browsing Amazon, images suddenly stopped loading.  Today, in addition to few or no images, Amazon tries to load at a snails pace but the CSS never fully loads.  This problem ONLY occures with Amazon and only started occuring yesterday.  I have attempted clearing cookies and cache and uninstalled all extensions and tried incongnito mode and tried both chrome and explorer, but as I said, this problem is either at the modem or upstream from it.  It doesn't matter if I'm using my laptop on wi-fi, my tower with network cable, any windows user, any browser, the problem persists.  It only affects Amazon.com.

 

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I had the same problem and did everything you stated to no avail.  However, the only thing I didn't do was to unplug the modem.  So I shut down my laptop, unplugged the modem for several minutes, plugged modem back in, restarted and viola!  Amazon dilemma resolved!  

 

Update - After several days of trouble-free shopping on Amazon, the problem reoccured.  I'm not technically savvy, but following the OP's advice, rebooting the modem once again (in my case) resolved the issue, at least temporarily.  I've also experienced similar scenarios on other secure web sites (i.e. banking), but rebooting the modem always gets me back in.  It appears to be problematic on HughesNet's end.

","body@stringLength":"768","rawBody":"

I had the same problem and did everything you stated to no avail.  However, the only thing I didn't do was to unplug the modem.  So I shut down my laptop, unplugged the modem for several minutes, plugged modem back in, restarted and viola!  Amazon dilemma resolved!  

 

Update - After several days of trouble-free shopping on Amazon, the problem reoccured.  I'm not technically savvy, but following the OP's advice, rebooting the modem once again (in my case) resolved the issue, at least temporarily.  I've also experienced similar scenarios on other secure web sites (i.e. banking), but rebooting the modem always gets me back in.  It appears to be problematic on HughesNet's end.

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Good morning everyone,

\n

 

\n

Just got word that Amazon should be working properly now. If you made any workaround changes, please revert back to your original settings and give it a test run.

\n

 

\n

Thank you,

\n

Amanda

","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":200})@stringLength":"213","postTime":"2017-11-09T10:11:43.046-05:00","lastPublishTime":"2017-11-09T10:11:43.046-05:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"solution":true,"metrics":{"__typename":"MessageMetrics","views":21768},"placeholder":false,"originalMessageForPlaceholder":null,"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"isEscalated":null,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:TechSupport/message:85582/message:86378","customFields":[],"readOnly":false,"editFrozen":false,"body@stringLength":"259","rawBody":"

Good morning everyone,

\n

 

\n

Just got word that Amazon should be working properly now. If you made any workaround changes, please revert back to your original settings and give it a test run.

\n

 

\n

Thank you,

\n

Amanda

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Liz,

 

If I could chime in...

 

I noticed something similar when going to my bank's web page yesterday (just didn't have time to report it) which also hung on a TLS handshake to AWS. To add to this, it seems like it's happening very sporadically (or transitionally, as I explain later) and eventually clears.

 

AWS switches their IPs around very often (a pure annoyance from a web security standpoint, imo). It's very possible that when they do that, the IP caching used in the DNS acceleration may get confused and try to handshake with the wrong IP, thus causing a TLS error. If that's the case, there might need to be exceptions made for AWS and any other cloud/server farms that tend to do the same thing, like DigitalOcean, etc.

 

I'd venture to guess this is part of the problem people were having going to amazon.com recently, as well.

","body@stringLength":"917","rawBody":"

Liz,

 

If I could chime in...

 

I noticed something similar when going to my bank's web page yesterday (just didn't have time to report it) which also hung on a TLS handshake to AWS. To add to this, it seems like it's happening very sporadically (or transitionally, as I explain later) and eventually clears.

 

AWS switches their IPs around very often (a pure annoyance from a web security standpoint, imo). It's very possible that when they do that, the IP caching used in the DNS acceleration may get confused and try to handshake with the wrong IP, thus causing a TLS error. If that's the case, there might need to be exceptions made for AWS and any other cloud/server farms that tend to do the same thing, like DigitalOcean, etc.

 

I'd venture to guess this is part of the problem people were having going to amazon.com recently, as well.

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Mark,

 

I have been in communication with an engineer at the ARM Mbed TLS group, and his latest response after looking at the detailed logging of a failed connection over a HughesNet link is that the server side at Amazon likely silently terminated the connection due to an inconsistency in the TLS handshake packet.  His guess was it might be a bad MAC or something, and my interpretation is that it might be due to some sort of cacheing or acceleration mechanism that's getting in the way.  (No conclusive evidence at all, of course)

 

However, one of the tests I performed was to look up a valid IP for our API endpoint at Amazon and then hard-code that IP into one device trying to connect over a HughesNet link.  It spent the better part of a day trying to connect to that one IP and it never succeeded.  (I proved at the beginning and the end that the IP was functional by switching to a non-HughesNet internet link; it connected immediately)  Also, if it was a cacheing issue, you'd think that we would see at least an occasional success while trying to connect.  I have two units in the field on HughesNet connections and they've been trying to connect to Amazon every few minutes for over two months.  In that timeframe, neither one of them have ever finished a single TLS handshake.  That 100% failure rate makes my issue feel different than what you've observed...

 

Patrick

 

 

 

","body@stringLength":"1522","rawBody":"

Mark,

 

I have been in communication with an engineer at the ARM Mbed TLS group, and his latest response after looking at the detailed logging of a failed connection over a HughesNet link is that the server side at Amazon likely silently terminated the connection due to an inconsistency in the TLS handshake packet.  His guess was it might be a bad MAC or something, and my interpretation is that it might be due to some sort of cacheing or acceleration mechanism that's getting in the way.  (No conclusive evidence at all, of course)

 

However, one of the tests I performed was to look up a valid IP for our API endpoint at Amazon and then hard-code that IP into one device trying to connect over a HughesNet link.  It spent the better part of a day trying to connect to that one IP and it never succeeded.  (I proved at the beginning and the end that the IP was functional by switching to a non-HughesNet internet link; it connected immediately)  Also, if it was a cacheing issue, you'd think that we would see at least an occasional success while trying to connect.  I have two units in the field on HughesNet connections and they've been trying to connect to Amazon every few minutes for over two months.  In that timeframe, neither one of them have ever finished a single TLS handshake.  That 100% failure rate makes my issue feel different than what you've observed...

 

Patrick

 

 

 

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TLS handshake failure between IoT product and AWS","moderationData":{"__ref":"ModerationData:moderation_data:112392"},"body":"

pfrazer wrote:

...That 100% failure rate makes my issue feel different than what you've observed...


Interesting.

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Just a thought... could it be a timeout? I'm seeing an increased level of delays out of CenturyLink again, especially wrt TLS-related oauth timeout failures between my webserver hosted in PA and Twitter. That route is outside of HughesNet, but CL is an upstream provider to many HN groundstations.

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I can't rule that out, of course, but it doesn't feel like a timeout problem.  I simulated a network connection with 2,500ms latency and the TLS handshake completed normally over a landline internet connection.  I also added an arbitrary 15 second delay between TLS handshake steps, and the handshake completed normally despite taking a very long time to finish.  When our device tries to connect to AWS over a HughesNet connection, the steps that lead up to the missing packet don't take any longer than expected, aside from the overhead of the latency inherent to the link.

 

I'm just beginning a conversation with an engineer at HughesNet, and I'll ask about the possibility of a timing problem if we don't head down a more likely path first.  Thanks for continuing to add ideas to the mix...

 

Patrick

 

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I've unplugged and rebooted the modem multiple times. I've restarted my PC multiple times. Same with the Mac. Still can't use Amazon. Any other suggestions besides sign up with a different ISP or switch from Amazon to brick and mortar?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2017-10-30T14:52:04.834-04:00","lastPublishTime":"2017-10-30T14:52:04.834-04:00","metrics":{"__typename":"MessageMetrics","views":9083},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:TechSupport/message:85582/message:85782","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDg1Nzg1LDg1Nzg1","node":{"__ref":"ForumReplyMessage:message:85785"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"242","rawBody":"

I've unplugged and rebooted the modem multiple times. I've restarted my PC multiple times. Same with the Mac. Still can't use Amazon. Any other suggestions besides sign up with a different ISP or switch from Amazon to brick and mortar?

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HS and Gil,

Are you positive you are seeing the exact same issue?

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 and ,

Are you positive you are seeing the exact same issue?

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My Amazon screen looks the same as whysalives's original screen shot.

Still.

 

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My Amazon screen looks the same as whysalives's original screen shot.

Still.

 

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