Network connectivity issues with some Wind 3 and Fastweb customers from Italy

Solved
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Excursionist
15 0 5

Hello,

the situation here in Italy is becoming unsustainable.

 

No one using Fastweb (80% of the people in Italy) or wind-3 providers can reach our websites since Monday morning. We are loosing clients, visits and money.

But the most unbelievable thing is that Italian customer care doesn't give any update, same for the international one, the only thing you said is that this issue is outside Shopify, and that we have to contact our provider.

Actually each of us contacted the providers many many times and they are not even aware of this problem!!

 

So please, considering that we are paying this service at list try to show that you are a serious company, you need to fix this problem somehow and try to reassure your clients.

 

Mila

 

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Shopify Staff
Shopify Staff
700 74 126

Hey, @Mila_Serena_Di_!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

I am very sorry for this situation you are experiencing and I definitely understand it is a tough one. Our developers have been working super hard on this and we have all hands on deck working with the Italian providers to try and get this resolved as quickly as possible. 

 

In the meantime, our technical team are gathering some information if you would like to provide them. If you can do a traceroute to a few different areas on our system and provide each of those results back to us, that will help us investigate further. We'd want to see a traceroute to **23.227.38.32**, **23.227.38.64**, to your **myshopify.com URL**, and one to **app.shopify.com**. I will also need your IP address (see 'Whatsmyip' if you're not sure), and a screenshot of the error message you encountered, and that would be a huge help. Please copy the results of each into a response to an email I will send you to your forum account email address and we can investigate further.

 

For your ease, I have provided the instructions below:

 

How to run a traceroute:

**Mac OS X**

1. Launch Network Utility application (Note: You can do this through Mac OS X Spotlight (cmd + space) and typing `Network Utility`)
2. Click Traceroute.
3. Enter your domain name. For example: app.shopify.com
4. Click Trace.
5. Once the trace has finished it will look something like this:

12-10-lg8h8-g5gh8

6. Copy the results and send them back over to Shopify Support.

 

**Windows 10**

1. Open the Start menu.
2. Click on Run.
3. Type `cmd` and then press the OK button to open a command prompt.
4. At the prompt, type `tracert [YOUR DOMAIN NAME (app.shopify.com or 23.227.38.64]` and press the Enter key.
5. To copy the results, right-click on the window and choose 'Select All'. This will make the box contents turn white with black text and copy the contents to your clipboard.
6. Paste the results and send back to Shopify Support.

 

Thank you so much for your patience and we will speak soon by email. 

 

Kind regards,

Lulu

 

 

Lulu | Social Care @ Shopify
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New Member
2 0 0

the same for my shopify e-commerce, i'm losing money and clients since sunday, i run traffic from facebook and i'm now forced to stop the ads, i'm also considering to leave shopify, i want to be ready for november sales and how can i do it with an e-commerce that doesn't work.. please work hard and fix this problem


@Lulu wrote:

Hey, @Mila_Serena_Di_!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

I am very sorry for this situation you are experiencing and I definitely understand it is a tough one. Our developers have been working super hard on this and we have all hands on deck working with the Italian providers to try and get this resolved as quickly as possible. 

 

In the meantime, our technical team are gathering some information if you would like to provide them. If you can do a traceroute to a few different areas on our system and provide each of those results back to us, that will help us investigate further. We'd want to see a traceroute to **23.227.38.32**, **23.227.38.64**, to your **myshopify.com URL**, and one to **app.shopify.com**. I will also need your IP address (see 'Whatsmyip' if you're not sure), and a screenshot of the error message you encountered, and that would be a huge help. Please copy the results of each into a response to an email I will send you to your forum account email address and we can investigate further.

 

For your ease, I have provided the instructions below:

 

How to run a traceroute:

**Mac OS X**

1. Launch Network Utility application (Note: You can do this through Mac OS X Spotlight (cmd + space) and typing `Network Utility`)
2. Click Traceroute.
3. Enter your domain name. For example: app.shopify.com
4. Click Trace.
5. Once the trace has finished it will look something like this:

12-10-lg8h8-g5gh8

6. Copy the results and send them back over to Shopify Support.

 

**Windows 10**

1. Open the Start menu.
2. Click on Run.
3. Type `cmd` and then press the OK button to open a command prompt.
4. At the prompt, type `tracert [YOUR DOMAIN NAME (app.shopify.com or 23.227.38.64]` and press the Enter key.
5. To copy the results, right-click on the window and choose 'Select All'. This will make the box contents turn white with black text and copy the contents to your clipboard.
6. Paste the results and send back to Shopify Support.

 

Thank you so much for your patience and we will speak soon by email. 

 

Kind regards,

Lulu

 

 


 

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New Member
2 0 0

here is the result

 

 

Traceroute avviato...

 

traceroute to wc.shopify.com (23.227.38.64), 64 hops max, 72 byte packets

1  192.168.43.1 (192.168.43.1)  5.532 ms  1.717 ms  1.340 ms

2  10.64.0.1 (10.64.0.1)  66.744 ms  44.140 ms  46.625 ms

3  192.168.251.30 (192.168.251.30)  39.774 ms  41.604 ms  46.779 ms

4  192.168.255.17 (192.168.255.17)  48.075 ms  46.839 ms  48.263 ms

5  station3.lille.crefac.com (194.149.188.12)  50.555 ms  35.538 ms  49.322 ms

6  14.187.149.194.te-dns.org (194.149.187.14)  43.606 ms  42.211 ms  50.155 ms

7  ppp3-toulouse.isdnet.net (194.149.170.130)  54.652 ms  53.755 ms  43.837 ms

8  ppp2-toulouse.isdnet.net (194.149.170.129)  56.774 ms  56.454 ms  62.472 ms

9  p11-crs16-1-be1109.intf.routers.proxad.net (194.149.160.197)  55.961 ms  117.298 ms  58.457 ms

10  194.149.166.54 (194.149.166.54)  76.842 ms  90.142 ms  90.755 ms

11  * * *

12  212.73.205.22 (212.73.205.22)  75.513 ms  141.536 ms  80.129 ms

13  shops.myshopify.com (23.227.38.64)  75.686 ms  91.760 ms  93.554 ms

 

 

please do something

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Shopify Partner
5 0 0

@Lulu

 

i'm afraid the italian tim network is experiencing the same problem. this is absolutely unacceptable, half the italian population cant access any shop on you platform  

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New Member
3 0 0
Same problem for me! All Italian stores look like in black out! And what is also very serious is that providers don’t know about all this issue! So my question is: are you really work on it in team with them?
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Shopify Partner
2 0 0

We are experiencing issues also with TIM provider; this is the traceroute for two shops;

I'm going also to mail this directly at support:

 

WITH TIM FIBRA PROVIDER - NOT WORKING: Traceroute to sunnei.myshopify.com
-----------------------------------------------------------------
Traceroute avviato…

traceroute to shops.myshopify.com (23.227.38.64), 64 hops max, 72 byte packets
1 192.168.1.1 (192.168.1.1) 3.960 ms 3.441 ms 3.321 ms
2 * * *
3 172.17.32.38 (172.17.32.38) 7.671 ms 6.068 ms 6.655 ms
4 172.17.35.100 (172.17.35.100) 7.866 ms 7.473 ms 7.293 ms
5 172.19.177.14 (172.19.177.14) 7.474 ms 7.308 ms 6.850 ms
6 etrunk49.milano50.mil.seabone.net (195.22.205.116) 7.590 ms 7.542 ms 8.661 ms
7 ae10.milano58.mil.seabone.net (195.22.208.117) 6.741 ms 6.571 ms 6.798 ms
8 cloudflare.milano58.mil.seabone.net (195.22.196.97) 6.803 ms 17.279 ms 7.731 ms
9 shops.myshopify.com (23.227.38.64) 8.792 ms 9.614 ms 8.762 ms

 

WITH TIM FIBRA PROVIDER - NOT WORKING: Traceroute to retrosuperfuture.myshopify.com
-----------------------------------------------------------------
Traceroute avviato…

traceroute to shops.myshopify.com (23.227.38.64), 64 hops max, 72 byte packets
1 192.168.1.1 (192.168.1.1) 3.928 ms 3.201 ms 3.468 ms
2 * * *
3 172.17.32.38 (172.17.32.38) 6.685 ms 5.814 ms 5.517 ms
4 172.17.35.100 (172.17.35.100) 6.536 ms 6.358 ms 6.140 ms
5 172.19.177.14 (172.19.177.14) 6.510 ms 6.538 ms 6.749 ms
6 etrunk49.milano50.mil.seabone.net (195.22.205.116) 7.569 ms 7.463 ms 7.570 ms
7 ae10.milano58.mil.seabone.net (195.22.208.117) 7.812 ms 7.287 ms 13.947 ms
8 cloudflare.milano58.mil.seabone.net (195.22.196.97) 13.071 ms 7.433 ms 7.721 ms
9 shops.myshopify.com (23.227.38.64) 6.505 ms 6.680 ms 6.701 ms


WITH TIM FIBRA PROVIDER: Traceroute to app.shopify.com
-----------------------------------------------------------------
Traceroute avviato…

traceroute to cname.shopify.com (23.227.38.33), 64 hops max, 72 byte packets
1 192.168.1.1 (192.168.1.1) 3.690 ms 3.118 ms 3.269 ms
2 * * *
3 172.17.35.116 (172.17.35.116) 6.614 ms 6.477 ms 9.262 ms
4 172.17.35.94 (172.17.35.94) 5.801 ms 6.738 ms 6.549 ms
5 172.19.177.14 (172.19.177.14) 7.394 ms 7.446 ms 6.624 ms
6 * etrunk49.milano50.mil.seabone.net (195.22.205.116) 10.130 ms 8.125 ms
7 ae10.milano58.mil.seabone.net (195.22.208.117) 7.556 ms 7.041 ms 7.658 ms
8 cloudflare.milano58.mil.seabone.net (195.22.196.97) 8.745 ms 8.235 ms 7.673 ms
9 23.227.38.33 (23.227.38.33) 7.344 ms 6.682 ms 6.362 ms

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Shopify Partner
2 0 0

this is working: 

 

WITH TIM FIBRA PROVIDER - WORKING: Traceroute to retrosuperfutureusa.myshopify.com
-----------------------------------------------------------------
Traceroute avviato…

traceroute to shops.myshopify.com (23.227.38.64), 64 hops max, 72 byte packets
1 192.168.1.1 (192.168.1.1) 5.798 ms 3.036 ms 6.372 ms
2 * * *
3 172.17.32.38 (172.17.32.38) 8.161 ms 7.520 ms 9.366 ms
4 172.17.35.100 (172.17.35.100) 8.733 ms 6.666 ms 7.125 ms
5 172.19.177.14 (172.19.177.14) 7.383 ms 5.878 ms 7.968 ms
6 etrunk49.milano50.mil.seabone.net (195.22.205.116) 10.979 ms 7.312 ms 7.239 ms
7 ae10.milano58.mil.seabone.net (195.22.208.117) 7.059 ms 6.430 ms 7.902 ms
8 cloudflare.milano58.mil.seabone.net (195.22.196.97) 7.811 ms 7.683 ms 8.168 ms
9 shops.myshopify.com (23.227.38.64) 5.821 ms 7.257 ms 6.168 ms

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Tourist
9 0 1

Please! Any updates? My shop is not up and running and I have applied to few fairs and I have no site to represent my work. It's like this from Monday, it's almost 4 business days like this. I also can not log in and chat with your support system. This is really heavy problem for us, shop owners.

1 Like
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Tourist
3 1 9

This is an accepted solution.

Hi guys,

 

For anybody having this problem, you can try to change your A record to Shopify's secondary IP which is 23.227.38.64. It will fix the problem, I've tested this fix with an e-commerce manager of uDroppy and it works in Italy.

 

Best regards

6 Likes