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Website not loading, can't sync payments, cant access nitrosell portal


#1

Hi,

Our website is down completely, it won’t load for us and we have been getting calls from customers with the same problem. We also can’t sync orders that are in the system before the site went down and we can’t log into the nitrosell portal. Is there a problem on Nitrosells end?

Regards,
David


#2

We have had reports of some users having connectivity issues with the Portal and/or NitroSell hosted websites. At present all of these reports appear to indicate that the problem is within the Eircom network. It seems that currently the Eircom network is experiencing routing issues. Can you confirm the connection you were experiencing issues on was an Eircom operated connection?

We are monitoring the situation closely from our end but at present there is nothing we can do to rectify the issue since the problem lies with Eircom.


#3

This can be verified from our platform uptime page, which is showing 100% availability:


#4

Hi Brian,

Is the issue being caused by a security rule blocking ip addresses such as the issue in this forum post URGENT web order payments not processing. As this is our busiest time of the year we can’t afford to be down for extended periods of time.

Regards,
David


#5

Hi Brian,

We are with eircom but the only sites that seem to be causing issue is the nitrosell portal, www.partyworld.ie, and the nsc sync. I have tried other websites and they load up fine.

Regards,
David


#6

Hi,

Is there an estimated time on when this issue will be resolved as we have customers ringing us who are trying to place an order with us but are unable.

Regards,
David


#7

Hi David,

This is not caused by a security issue on our side. We have performed multiple and ongoing network tests and the routing is breaking at 86.43.253.113, an eircom owned IP address.

As Brian stated, we can do nothing to resolve this issue – they need to fix their routing. Anyone on eircom will experience this same issue and it is out of our control.

Regards,
Donogh


#8

Hi Donogh,

Should we get onto eircom or are Nitrosell raising the issue with eircom.

Regards,
David


#9

Hi David,

I have been speaking with Eir at length this morning - they have confirmed that it is a widespread issue amongst multiple domains. The issue pertains to a certain block of IP addresses not routing correctly which in turn is affecting our services.

This has already been escalated as highly as possible with Eir, I don’t recommend opening further tickets with them.

Regards,
Conor.


#10

Hi,

Its working again.

Regards,
David