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Unable to contact server

Posted: Fri Jul 31, 2020 12:55 pm
by Tooleater
Hi,

I've just signed-up to MailWasher but I'm unable to access the service at https://mailwasher.firetrust.com/ using any of my browsers / devices.

I receive the "Unable to contact server" error:
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I get this error in Chrome / Chrome incognito & Edge. ( I'm not using a VPN / I’m using 8.8.8.8 / 8.8.4.4 DNS )

I tried visiting the site on my Android phone too (using 4G, not WiFi) and I get the same error there too.

Just as a test; I also tried with a random email address and made-up password just to see if I get the same error – I did: “Unable to contact server” so it doesn't seem to be a username or password issue.
Is it possible it’s a CDN error / a problem in my locality (UK)?

I searched this problem but only found results from 2018... so I assume no one else has this issue at the moment?

Any advice appreciated.
Al

Re: Unable to contact server

Posted: Fri Jul 31, 2020 1:02 pm
by rusticdog
Yeah looks like something is broke, will ask techies.

Re: Unable to contact server

Posted: Fri Jul 31, 2020 1:40 pm
by Tooleater
Thanks for your reply.

I was liaising with Jeremy at FireTech's support about this. He said everything looks good at their end (this was 3 days ago).

I asked if it could possibly be the CDN for europe and he replied:
Yes, we tried various locations around Europe and they're all OK for us..... Possibly your ISP is blocking some of the services we use at Amazon...?

The thing is... I also tried it on my mobile phone via 4G (Wifi disabled), effectively meaning I was using a totally different browser, ISP & DNS etc... but I got the same problem :cry:

Re: Unable to contact server

Posted: Fri Jul 31, 2020 1:51 pm
by rusticdog
Oh OK. I'm getting the same issue, I don't think it's your end. Hopefully Nick will pop in soon with some ideas.

Re: Unable to contact server

Posted: Fri Jul 31, 2020 3:23 pm
by Tooleater
rusticdog wrote:
Fri Jul 31, 2020 1:51 pm
Oh OK. I'm getting the same issue, I don't think it's your end. Hopefully Nick will pop in soon with some ideas.
Thanks... where are you located please, Europe too?

Re: Unable to contact server

Posted: Fri Jul 31, 2020 3:36 pm
by nick.bolton
Is ti working again now? We're in New Zealand, but the server for this is in Oregon, USA

Re: Unable to contact server

Posted: Fri Jul 31, 2020 3:48 pm
by Tooleater
nick.bolton wrote:
Fri Jul 31, 2020 3:36 pm
Is ti working again now? We're in New Zealand, but the server for this is in Oregon, USA
Hi, unfortunately I'm still getting the "unable to connect to server"

Are there any ping / DNS / trace routes I can perform (from my PC to your server / AWS instance) that might help diagnose the issue?

Thanks in advance
Al

Re: Unable to contact server

Posted: Fri Jul 31, 2020 5:04 pm
by nick.bolton
Looks like a problem with our SSL certificate, we're looking in to it.

Re: Unable to contact server

Posted: Fri Jul 31, 2020 7:37 pm
by nick.bolton
Working for you now?

Re: Unable to contact server

Posted: Sun Aug 02, 2020 4:33 am
by Tooleater
nick.bolton wrote:
Fri Jul 31, 2020 7:37 pm
Working for you now?
Hi,

I'm pleased to report this is fixed now.. thanks for your perseverance Nick :bow You're a credit to FireTrust / Mail Washer (I assume you work for them?)

It's a bit disappointing the FirePort tech support I first emailed didn't look into the problem as deeply, just hit a dead-end... yay for Nick :thumbsup

Re: Unable to contact server

Posted: Sun Aug 02, 2020 4:35 am
by Tooleater
Oh wow - I see your the founder Nick! Good on you for still rolling your sleeves up 20 years later!

Re: Unable to contact server

Posted: Sun Aug 02, 2020 6:05 am
by nick.bolton
Yes I'm still here :) For support, they'll try and go through the most common points first and if others are seeing the issue, then escalate it.