1502251 - Unable to sync because of network connection timeout

Status: RESOLVED WORKSFORME

(Cloud Services Graveyard :: Server: Sync, defect)

Description

[andreas]

Attachment: error-sync-1540509417042.txt

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:65.0) Gecko/20100101 Firefox/65.0

Steps to reproduce:

I am located in northern Germany and have a static IP. The cluster manager for the sync services always assigns instance sync-532-us-west-2.sync.services.mozilla.com to me. Which for some reason I am unable to reach from this location.

I can verify that sync-532-us-west-2.sync.services.mozilla.com is unreachable via ping, or wget, or with site like downforeveryoneorjustme. I can reach other instances by changing the number 532 to for example 531 or 533, both can be pinged or reached with wget just fine.


Actual results:

Since 18. October error logs about sync errors are piling up in my firefox installations. I'll attach one of the latest ones as an example. I can not sync any of my firefox installations.


Expected results:

I should be able to connect to sync-532-us-west-2.sync.services.mozilla.com so that I can sync my firefox installations.

Comment 1

[andreas]

I forgot to mention that I also asked a support question about this here: https://support.mozilla.org/en-US/questions/1238105 which might contain some additional information.

It does seem that this issue is related to DNS, because the IP address for the instance supplied by my providers DNS is different from the IP address supplied by Google's DNS. Sadly I can't connect to either of those IPs, although I will investigate further why I get these different IP addresses.

Comment 2

[Lina Butler (ex-Mozilla)]

Thanks for the report, Andreas! Bob, could you please check up on this node?

Comment 3

[Bob Micheletto [:bobm]]

(In reply to Lina Cambridge (she/her) [:lina] from comment #2)
> Thanks for the report, Andreas! Bob, could you please check up on this node?

The correct IP address for this node is: 34.209.167.192.  It was changed recently when there was a brief disruption in the service of this server ~6 days ago.  It is up by all measures, and processing traffic currently.

Comment 4

[andreas]

Thanks guys, the IP Bob mentions is indeed what I get when I use the google DNS instead of my providers DNS. And when I configure all my devices to use the google DNS (8.8.8.8) I can sync again.

So this issue seems to be caused by DNS caching and I think it is now resolved.

Comment 5

[Mark Hammond [:markh] [:mhammond]]

(In reply to andreas from comment #4)
> Thanks guys, the IP Bob mentions is indeed what I get when I use the google
> DNS instead of my providers DNS. And when I configure all my devices to use
> the google DNS (8.8.8.8) I can sync again.
> 
> So this issue seems to be caused by DNS caching and I think it is now
> resolved.

Thanks for getting back to us!