DynamicMedia images fail to load for a subset of users in certain region
How to debug when a certain subset of users cannot load certain URLs to Dynamic Media whereas other users can do so just fine
Description description
We have a report of certain users in a certain region not being able to load dynamicmedia URLs. Other users in same region and all other regions have the same URLs load fine. How do we debug this?
Resolution resolution
The debugging process to follow is:
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Load one of the URLs that won’t load in the webpage directly in a browser tab and see the result. (It likely won’t load, but can give a clue on the issue)
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Have one of the users concerned open up a command window and type:
>ping<subdomain.domain.com>(where
<subdomain.domain.com>is the domain of the request that won’t load)If this returns an IP address, it means that the browser can reach the CDN and there is no DNS concern. If it doesn’t return an IP address, it likely is a DNS concern, and have the user type the following command:
>traceroute<subdomain.domain.com>(for mac/unix)or
>tracert<subdomain.domain.com>(for Windows>This should indicate the DNS hoops the request travels along to the IP. If this gets stuck somewhere, or doesn’t get out of the customer’s intranet, it once again indicates a DNS concern to be sorted out.
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When ping and traceroute work fine, the issue could be at the ISP, where a secutity implementation might be blocking traffic to the domain. If so, the issue would need to be taken up with the ISP in question