Buyer gets a DNS error from "fatfreecartpro" when clicking on download link

[scottn]

Someone bought an ebook I'm selling through E-junkie. However, when that person clicked the link in the thank you email they got a DNS error from their browser. Actually, two browsers (Chrome and Firefox).



The message was the stock browser DNS error, stating that the server at www.fatfrecartpro.com couldn't be found because the DNS lookup failed. I'd attach the screenshot of the error message that the person sent me, but I don't seem to be able to do that.



The thank you email was sent at 9:28 on September 8, 2011. Was there a problem with the site at the time, or could it have been a problem with the link? I'm perplexed, and worried that this will happen again.



Thanks in advance!



Scott

[mwallace]

I am having the same problem when sending a test link to myself. Fatfreecartpro times out.



Seems to be fixed now

[scottn]

mwallaceI am having the same problem when sending a test link to myself. Fatfreecartpro times out.



Seems to be fixed now

OK, so it was one of those occasional things and not a problem with the link itself.



Thanks for the update.

[mwallace]

Well, I may have spoken too soon. I finally got it working last night, but this morning seems to be giving me timeout problems again.

[E-junkie_Monster]

Hello,



Could you provide us with some links to test? We've not been able to duplicate the error on this end and no one else is reporting it so it does appear to have been a temporary connection problem. If you could give us one of the links you have set yourself or a link to your sales page we can investigate this further.

[mwallace]

Well, it appears to be working again...

[scottn]

Looks that way. I tested a URL and it seemed to work, so it appears to have been a temporary connection problem. But better safe than sorry!

[E-junkie_Monster]

Thanks for sending in the link, we've tested it with no problems on this end either. We're still going to have our development team check to see if there was anything going on yesterday evening and this morning but it may have just been a few isolated cases.



Thank you for reporting them, though, and always feel free to bring these kind of issues up because we need to jump on them as quickly as possible if the problem persists.

[michellepatterns]

Since the 8th I've had one or two customers each day having time-out problems. I've rarely had them in the past, and now suddenly every day someone is contacting me about not being able to get their document. When I check them, the links work. So it seems to be a temporary thing, but still it has been too frequent lately.

[E-junkie_Guru]

I've brought this matter up with Development; they've found room for improvement in the way some of our DNS is managed, which should remedy this issue. Thanks for bringing it to our attention. Meanwhile, you can tell any affected buyers to just keep retrying.

[shana]

I have three customers tonight (two with IE and one with Firefox) not able to get to download link page.... Error from browser... Is there any issue?

[ellen]

Hi all,



As Tyson has indicated, we're working on adding some additional redundancy to the DNS for the fatfreecartpro.com domain, on the theory that for some reason it's being flaky or unreachable from certain networks.



However, we currently have no real visibility into what you're reporting--that is, we have not been able to reproduce the problem even once ourselves, which makes it hard to be sure what we're doing will help.



It would help us out if you could file tickets with support with supporting info for this issue--transaction IDs, times your clients were trying to download, what ISP they are trying to download from, what browser they use, the exact error message they got... I realize you probably won't have most of that, but whatever you can give us. Support will round these up for us (dev) and hopefully we can find a pattern here and a way to work around whatever the problem is.



If any of you has this problem repeatably from your own network and could provide us a way to proxy through it to test ourselves (SOCKS4/5, ssh server, VPN tunnel, anything really) that would be most useful.

[E-junkie_Guru]

BTW, re: exact error messages, it would be most helpful if you or affected buyers could either copy and paste the complete error message into an email or otherwise provide a screenshot of the actual error.



Please email these error messages/screenshots and other circumstantial details (as requested above) to our support team, so we can assign those to Development for further investigation:

https://www.e-junkie.com/ej/contact.php

[ellen]

Hi all,



As of about 4pm MST, we completed the DNS switchover that we hope will alleviate this issue. Because we're talking about failed DNS lookups, we don't expect caching effects to cause any delay in getting the people who were having problems directed to the new DNS servers.



If anyone is still experiencing any significant number of reports of what sounds like this issue after that time, please continue to report them to support.



Thanks!

[michellepatterns]

Thanks for fixing this, but it seems to be happening again. I've had two customers contact me this morning about time outs. I will submit support tickets.

[E-junkie_Guru]

The DNS issue from earlier this month has been resolved, and we've had no other reports nor indications of general problems with our system lately. Most likely those two customers just happened to run into some sort of glitch with their ISP connection, or there may have been a temporary network routing problem somewhere along the path across the Internet between their ISP and our Tucson datacenter.



You can use your Transaction Log to view the thank-you page we generated for any of your buyers and test the download link(s) on that page yourself, as explained here:

http://www.e-junkie.com/ej/help.transaction-log.htm