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Steve Herrod
Steve Herrod, Mac Support Specialist
Category: Mac
Satisfied Customers: 2400
Experience:  OSX certified, many years experience supporting Apple Hardware & Software
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Im having problems loading the southwest.com website. It

Resolved Question:

I'm having problems loading the southwest.com website. It loads extremely slowly on my MacBook and on an older Mac laptop when connected to my wireless DSL connection with c-zone.net. I have tried Safari, Firefox, and Chrome browsers, all with the same results. Other websites including travels sites load just fine. I have tried connecting directly with the Ethernet line rather than through my Airport Express, and the site still is unbearingly slow. Any help?
Submitted: 1 year ago.
Category: Mac
Expert:  Steve Herrod replied 1 year ago.

Steve Herrod :

Hi, I'll be happy to help with this issue

Customer:

I'm ready when you are.

Steve Herrod :

thanks

Steve Herrod :

so, on both macs regardeless of whether directly connected to the ethernet or Airport

Steve Herrod :

the southwest.com site is very slow

Customer:

Yes

Steve Herrod :

ok, so that would point towards some kind of ISP issue usually

Customer:

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.

Steve Herrod :

can you go to Macintosh HD-->Applications-->Utilities-->Terminal

Steve Herrod :

and let me know once that is loaded up

Customer:

okay

Steve Herrod :

once there can you type the following command

Steve Herrod :

tracert southwest.com

Steve Herrod :

and press enter

Customer:

it says -bash: tracert: command not found

Steve Herrod :

ok

Steve Herrod :

try this one

Steve Herrod :

traceroute southwest.com

Customer:

it goes to step 12 then does the *** thing from there on

Steve Herrod :

ok, has it come back trace complere?

Steve Herrod :

complete?

Customer:

no I don't see that - it's still doing ***

Steve Herrod :

ok - might take a few minutes as some hops might be listed as ***

Steve Herrod :

my trace from here took 14 hops in total

Customer:

now on step 28 with the *** still

Steve Herrod :

ok - is definitely looking like an ISP issue

Steve Herrod :

what was the last step that had any text with it?

Customer:

11

Steve Herrod :

ok, one bit of info there should be a server name and IP address

Steve Herrod :

can you let me know what they were?

Customer:

I think the IP address is 208.94.153.100. Where would I find the server name?

Steve Herrod :

should be to the left of that value

Customer:

Does this help? first couple steps -

Steve Herrod :

but that's ok - IP address is good

Steve Herrod :

just checking with mine

Customer:

traceroute to southwest.com (208.94.153.100), 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 (173.228.79.129) 15.061 ms 14.721 ms 14.209 ms

Steve Herrod :

thanks

Steve Herrod :

is the traceroute command still running?

Customer:

yes, step 63 same results

Customer:

stopped at step 64

Steve Herrod :

ok - what was step 64?

Steve Herrod :

*** again?

Customer:

***

Steve Herrod :

ok, can you try a new command?

Customer:

sure

Steve Herrod :

traceroute -I southwest.com > /home/username/trace.txt

Steve Herrod :

where username is XXXXX XXXXX

Customer:

it says operation not supported - let me try my user name without a space

Steve Herrod :

ok

Customer:

now says no such file or directory

Steve Herrod :

ok - is this Lion by any chance?

Customer:

maybe i'm not using the right user name - I think it is Patricia SeCoy.

Customer:

No it's Snow Leopard.

Steve Herrod :

ok, if you go to Macintosh HD-->users

Steve Herrod :

what name is XXXXX XXXXX your username folder?

Customer:

secoy

Steve Herrod :

ok, can you try the command with that as the username?

Customer:

says -bash: /home/secoy/trace.txt: No such file or directory

Customer:

are there some spaces in the command you gave me that i might be missing?

Customer:

if you type the command as I should have it, I could try cut and paste ...?

Steve Herrod :

the command should work as typed

Steve Herrod :

try

Steve Herrod :

traceroute southwest.com >trace.txt

Customer:

still no such file or directory

Steve Herrod :

ok, well not to worry too much but a 64 port hop proves something is amiss

Steve Herrod :

I think the next step would be to update the DNS servers

Steve Herrod :

and see if that makes any difference to performance

Customer:

traceroute: Warning: southwest.com has multiple addresses; using 208.94.152.100traceroute to southwest.com (208.94.152.100), 64 hops max, 52 byte packets

Customer:

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

Steve Herrod :

ok - let's try updating them to Google's public DNS servers

Steve Herrod :

  1. From the Apple menu, click System Preferences, then click Network.

  2. If the lock icon in the lower left-hand corner of the window is locked, click the icon to make changes, and when prompted to authenticate, enter your password.

  3. Select the connection for which you want to configure Google Public DNS. For example:

    • To change the settings for an Ethernet connection, select Built-In Ethernet, and click Advanced.

    • To change the settings for a wireless connection, select Airport, and click Advanced.



  4. Select the DNS tab.

  5. Click + to replace any listed addresses with, or add, the Google IP addresses at the top of the list:

    • For IPv4: 8.8.8.8 and/or 8.8.4.4.

    • For IPv6: 2001:4860:4860::8888 and/or 2001:4860:4860::8844



  6. Click Apply and OK.

  7. Test that your setup is working correctly

Steve Herrod :

that should run through how to do them

Steve Herrod :

on step 5, we're only interested in adding the IPv4 addresses

Customer:

ok - not sure how to check the setup is working correctly?

Steve Herrod :

if you're still online and can get to websites then it's working ok

Steve Herrod :

if so, try southwest.com again

Customer:

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.

Steve Herrod :

ok

Steve Herrod :

but other sites still ok?

Customer:

Yep, the few other sites I tried are working fine.

Steve Herrod :

ok

Customer:

frustrating, huh?

Steve Herrod :

yep, c'est la vie

Steve Herrod :

so there's a couple of other things we can look at

Steve Herrod :

you mentioned that a proxy connection worked ok?

Customer:

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.

Steve Herrod :

no, you shouldn't have to at all

Customer:

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.

Steve Herrod :

but that indicates there is an issue in the network side from your ISP to the southwest.com site

Steve Herrod :

have had this issue before with another ISP in Australia

Customer:

what would i say to my isp to get them to check it out?

Steve Herrod :

when we provided the traceroute information to them and requested 2nd level support they changed 'something' and it worked ok

Steve Herrod :

have you tried this Macbook from another network at all?

Steve Herrod :

also, does this link work?

Steve Herrod :

http://208.94.153.100

Customer:

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.

Steve Herrod :

yes - will be a network routing change

Steve Herrod :

ok, i'm 100% confident that if you took this Macbook to another network it would connect fine

Steve Herrod :

what I would do is raise an issue with the ISP

Steve Herrod :

and explain that 2 laptops, with default network settings cannot get to southwest.com

Steve Herrod :

when connected directly to the router

Customer:

no that link didn't work after 25+ seconds either.

Steve Herrod :

all other websites work fine, and you've tried to get to southwest.com by IP address and hostname

Steve Herrod :

DNS servers have been checked, both c-zone and Google's give the same error

Steve Herrod :

a traceroute command takes 64 hops, whereas from a known working connection it takes 12-14 depending on location

Customer:

can i print this dialog we've had?

Steve Herrod :

and if you use a proxy server (bypassing the IP of the ISP) you can reach the site

Steve Herrod :

yes, there should be a share button somewhere on the page

Steve Herrod :

which lets you print

Steve Herrod :

or I can add it all to a document and send it over?

Customer:

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"?

Steve Herrod :

ok - just putting it into a document

Customer:

And you'll send it to my email address?

Steve Herrod :

unfortunately we can't use e-mail due to privacy reasons

Steve Herrod :

here's the link to the document

Steve Herrod :

southwest.com.docx

Steve Herrod :

does that work?

Customer:

Got it. Thank you so much. I really appreciate your help and patience.

Steve Herrod :

no problem

Steve Herrod :

you're welcome

Customer:

So now I proceed to finish, correct?

Steve Herrod :

yes please

Steve Herrod, Mac Support Specialist
Category: Mac
Satisfied Customers: 2400
Experience: OSX certified, many years experience supporting Apple Hardware & Software
Steve Herrod and 5 other Mac Specialists are ready to help you

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