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Cannot load certain websites, other load without problems


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#1 slov

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Posted 30 June 2017 - 11:58 AM

I began having problems with my internet connection earlier this week.  Certain domains (www.nytimes.com) do not load at all.  Others such as Facebook, load the login page, but do not allow me to proceed.  Still others, such as Youtube, will play videos, but load slowly.

 

I am running a Dell Optiplex 960 with Windows Vista.  I know this operating system is not supported, and I have ordered Windows 10.

My modem/router is an Arris SURFboard SBG6580, purchased in April 2015, so the warranty just ran out.  I run Avast! Anti-virus

 

I have tried the following: computer reboot, ipconfig/DNSFlush and Renew from the command window, and resetting the modem

 

My ISP is Comcast and their technician said to try buying a new modem and computer.  I am suspicious of this because most sites load without problem and I would think a bad modem would cause a more widespread issue.

 

I ran a tracert on one of the sites that would not load (www.nytimes.com) and got the following steps before timing out:

 

C:\Users\User.User-PC>tracert www.nytimes.com
 
Tracing route to nytimes.map.fastly.net [151.101.33.164]
over a maximum of 30 hops:
 
  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2     8 ms     7 ms     7 ms  96.120.77.105
  3     8 ms     7 ms     9 ms  68.85.195.105
  4     9 ms     9 ms     9 ms  be-21-ar03.newcastle.de.panjde.comcast.net [69.1
39.192.169]
  5    14 ms    14 ms    14 ms  be-33287-cr02.ashburn.va.ibone.comcast.net [68.8
6.94.249]
  6    12 ms    12 ms    12 ms  be-10142-pe01.ashburn.va.ibone.comcast.net [68.8
6.86.34]
  7    12 ms    13 ms    12 ms  ae-2.fastly.asbnva02.us.bb.gin.ntt.net [130.94.1
95.82]
  8     *        *        *     Request timed out.
  9    12 ms    12 ms    12 ms  151.101.33.164
 
Trace complete
 
If anyone can be of any help, I would greatly appreciate advice.


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#2 jwoods301

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Posted 30 June 2017 - 02:55 PM

The Request timed out with all asterisks simply means that the server on that hop is not accepting ping requests.

 

However it did reach the destination IP.

 

Try changing your DNS servers...

 

https://www.lifewire.com/free-and-public-dns-servers-2626062

 

Failing that, flush your browser cache or try another browser.


Edited by jwoods301, 30 June 2017 - 02:57 PM.


#3 slov

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Posted 30 June 2017 - 03:43 PM

I tried several of the listed DNS servers, both the v6 and v4 options when possible, but there was not much difference.  It was able to load the nytimes front page, but nothing further, and even that was still much slower than normal.  I also cleared the cache and all cookies.

The problem began on Tuesday of this week.  I don't know if it makes any difference, but on Monday everything was working fine and pages loaded quickly as they normally do.



#4 jwoods301

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Posted 30 June 2017 - 03:56 PM

Have you tried another browser?



#5 slov

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Posted 30 June 2017 - 04:19 PM

I have tried both Chrome and Firefox.  I tried to download Edge, but could not load the site to do so.



#6 jwoods301

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Posted 30 June 2017 - 04:31 PM

Try turning the power off on your router for 10 minutes, then turning it back on.



#7 slov

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Posted 30 June 2017 - 04:49 PM

Tried this, still the same problem.



#8 jwoods301

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Posted 30 June 2017 - 05:12 PM

Download and run the free tool WinMTR...

 

http://winmtr.net/

 

It is sort of a combination of ping and tracert.

 

Enter the URL of the website (i.e. BleepingComputer.com) in the Host box and click Start.

 

Let it run for a few minutes (2 or 3), click on the Stop button, and then click on the Export Text button.

 

Open the text file and copy/paste the results into the thread.



#9 slov

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Posted 30 June 2017 - 05:43 PM

Here is one from nytimes:

|------------------------------------------------------------------------------------------|
 
|                                      WinMTR statistics                                   |
 
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
 
|------------------------------------------------|------|------|------|------|------|------|
 
|                             192.168.0.1 -    0 |  139 |  139 |    0 |    0 |    0 |    0 |
 
|                           96.120.77.105 -    0 |  140 |  140 |    7 |    8 |   33 |    8 |
 
|                           68.85.195.105 -    0 |  140 |  140 |    7 |   11 |  104 |    8 |
 
|be-21-ar03.newcastle.de.panjde.comcast.net -    0 |  140 |  140 |    4 |    9 |   21 |    4 |
 
|be-33287-cr02.ashburn.va.ibone.comcast.net -    0 |  140 |  140 |   12 |   13 |   25 |   14 |
 
|be-10142-pe01.ashburn.va.ibone.comcast.net -    0 |  140 |  140 |   12 |   12 |   25 |   13 |
 
|  ae-2.fastly.asbnva02.us.bb.gin.ntt.net -    0 |  140 |  140 |   12 |   12 |   25 |   12 |
 
|                   No response from host -  100 |   28 |    0 |    0 |    0 |    0 |    0 |
 
|                          151.101.33.164 -    0 |  140 |  140 |   11 |   12 |   25 |   12 |
 
|________________________________________________|______|______|______|______|______|______|
 
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


#10 jwoods301

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Posted 30 June 2017 - 05:55 PM

Looks good...and as mentioned previously, it is common to see No response from host along the route, because it is not accepting ping requests.

 

So with different DNS servers, different browsers, and a router reboot, I am suspecting Avast.

 

Avast is known to cause various performance issues.

 

I would consider replacing it with another product.

 

You can start researching alternatives with these resources...

 

AV-Comparatives -

http://www.av-comparatives.org/

AV-TEST -

https://www.av-test.org/en/compare-manufacturer-results/?avtest[type]=3

Virus Bulletin VB100 -

https://www.virusbulletin.com/testing/dates/vb100-antimalware


Edited by jwoods301, 30 June 2017 - 05:57 PM.


#11 slov

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Posted 30 June 2017 - 06:03 PM

Thanks, I just turned Avast off, and the problem was solved.  Unfortunately, I just paid for a year's licence.  I will look into those links.

 

Much thanks



#12 jwoods301

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Posted 30 June 2017 - 06:07 PM

Thanks, I just turned Avast off, and the problem was solved.  Unfortunately, I just paid for a year's licence.  I will look into those links.

 

Much thanks

 

I wouldn't turn it off permanently until you have a replacement.

 

One free product I like is Panda Cloud.

 

http://www.pandasecurity.com/usa/homeusers/solutions/free-antivirus/

 

You can use it while searching for other products, or, continue to use it.

 

When you decide to uninstall Avast, use their utility...

 

https://www.avast.com/uninstall-utility

 

I would also inquire about a refund.


Edited by jwoods301, 30 June 2017 - 06:11 PM.


#13 slov

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Posted 30 June 2017 - 06:15 PM

I turned it back on after I tested it.  I will probably just briefly disable it from time to time since most sites work fine with it on.  Before I try a new AV, I will probably e-mail Avast support to see if they have any ideas.

 

Thanks again






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