Hi, I'll be happy to help with this issue
I'm ready when you are.
so, on both macs regardeless of whether directly connected to the ethernet or Airport
the southwest.com site is very slow
ok, so that would point towards some kind of ISP issue usually
But this is extremely slow.... When I try the proxify site, southwest.com comes up right away. I have used the site in the past....don't remember exactly when, and it was fine then.
can you go to Macintosh HD-->Applications-->Utilities-->Terminal
and let me know once that is loaded up
once there can you type the following command
and press enter
it says -bash: tracert: command not found
try this one
it goes to step 12 then does the *** thing from there on
ok, has it come back trace complere?
no I don't see that - it's still doing ***
ok - might take a few minutes as some hops might be listed as ***
my trace from here took 14 hops in total
now on step 28 with the *** still
ok - is definitely looking like an ISP issue
what was the last step that had any text with it?
ok, one bit of info there should be a server name and IP address
can you let me know what they were?
I think the IP address is 126.96.36.199. Where would I find the server name?
should be to the left of that value
Does this help? first couple steps -
but that's ok - IP address is good
just checking with mine
traceroute to southwest.com (188.8.131.52), 64 hops max, 52 byte packets 1 10.0.1.1 (10.0.1.1) 1.569 ms 0.967 ms 0.822 ms 2 173-228-79-129.dsl.dyn.son.sunset.net (184.108.40.206) 15.061 ms 14.721 ms 14.209 ms
is the traceroute command still running?
yes, step 63 same results
stopped at step 64
ok - what was step 64?
ok, can you try a new command?
traceroute -I southwest.com > /home/username/trace.txt
where username is XXXXX XXXXX
it says operation not supported - let me try my user name without a space
now says no such file or directory
ok - is this Lion by any chance?
maybe i'm not using the right user name - I think it is Patricia SeCoy.
No it's Snow Leopard.
ok, if you go to Macintosh HD-->users
what name is XXXXX XXXXX your username folder?
ok, can you try the command with that as the username?
says -bash: /home/secoy/trace.txt: No such file or directory
are there some spaces in the command you gave me that i might be missing?
if you type the command as I should have it, I could try cut and paste ...?
the command should work as typed
traceroute southwest.com >trace.txt
still no such file or directory
ok, well not to worry too much but a 64 port hop proves something is amiss
I think the next step would be to update the DNS servers
and see if that makes any difference to performance
traceroute: Warning: southwest.com has multiple addresses; using 220.127.116.11traceroute to southwest.com (18.104.22.168), 64 hops max, 52 byte packets
I think I updated the DNS servers to the ones shown on the c-zone.com website - my isp - but I'm sure willing to try your suggestion
ok - let's try updating them to Google's public DNS servers
that should run through how to do them
on step 5, we're only interested in adding the IPv4 addresses
ok - not sure how to check the setup is working correctly?
if you're still online and can get to websites then it's working ok
if so, try southwest.com again
opened a new tab in chrome, tried southwest.com. It didn't even start loading for 35+ seconds and still hasn't finished after way over a minute. No drop down arrows in the select destination boxes either.
but other sites still ok?
Yep, the few other sites I tried are working fine.
yep, c'est la vie
so there's a couple of other things we can look at
you mentioned that a proxy connection worked ok?
i went to the site proxify.com. It let's you try a website - I tried southwest.com and it came up fine. But, I can't use the southwest.com website from there unless I subscribe to proxify which I don't think I should have to do.
no, you shouldn't have to at all
I can't help but think there is some problem between my ISP and the southwest website, but I don't know how to deal with that.
but that indicates there is an issue in the network side from your ISP to the southwest.com site
have had this issue before with another ISP in Australia
what would i say to my isp to get them to check it out?
when we provided the traceroute information to them and requested 2nd level support they changed 'something' and it worked ok
have you tried this Macbook from another network at all?
also, does this link work?
No, I haven't this time. I had a similar problem last year with the sharebuilder.com website. Tried contacting both my isp and sharebuilder.com, but both said things were fine on their end. I closed my account at sharebuilder. Now, somehow it works fine. Makes me think "they" changed something.
yes - will be a network routing change
ok, i'm 100% confident that if you took this Macbook to another network it would connect fine
what I would do is raise an issue with the ISP
and explain that 2 laptops, with default network settings cannot get to southwest.com
when connected directly to the router
no that link didn't work after 25+ seconds either.
all other websites work fine, and you've tried to get to southwest.com by IP address and hostname
DNS servers have been checked, both c-zone and Google's give the same error
a traceroute command takes 64 hops, whereas from a known working connection it takes 12-14 depending on location
can i print this dialog we've had?
and if you use a proxy server (bypassing the IP of the ISP) you can reach the site
yes, there should be a share button somewhere on the page
which lets you print
or I can add it all to a document and send it over?
If you would send it, that would be wonderful. I think you've confirmed what I thought, but you put it all together nicely. I don't see a share button...maybe "save&exit"?
ok - just putting it into a document
And you'll send it to my email address?
unfortunately we can't use e-mail due to privacy reasons
here's the link to the document
does that work?
Got it. Thank you so much. I really appreciate your help and patience.
So now I proceed to finish, correct?