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SF won't connect if I use my home internet provider, but can connect if I use my phone 5G hotspot.

By Fajar Yuskemal @Fajar_Yuskemal
    2024-08-23 15:12:20.235Z

    SF won't connect if I use my home internet provider, but can connect if I use my phone 5G hotspot.

    System Information

    SoundFlow 5.8.1

    OS: darwin 22.6.0

    ProductName: macOS
    ProductVersion: 13.6.7
    BuildVersion: 22G720

    Steps to Reproduce

    1. Connect my computer with LAN to my home internet modem.
    2. SF won't connect, I even can't connect to soundflow.org forum page.

    Expected Result

    I should connect SF normally

    Actual Result

    Will not connect to SF using home internet LAN.

    Workaround

    Switch my internet to my phone 5G hotspot, switch back to my home internet LAN. Then use SF on offline read-only mode.

    Other Notes

    I am not using any kind of VPN or firewall.

    Links

    User UID: K4iI5a8mtDMn5IxWGEJz9JwMe2f2

    Feedback Key: sffeedback:K4iI5a8mtDMn5IxWGEJz9JwMe2f2:-O4zmumwRWWJ9dkVtaZd

    Feedback ZIP: S+UM9ijr+3q7dIQuJAM2h9To4jsNJzQdfKn35KptxdQp55EvF1jCF6M0keHJ4i60EJwGE3Na+NWm7z5qwdfMMLuJs2l52RcEV1V0sECAJJxQQEdmDJqXEBbvBD/mK1ekQR8Xo2eNiyuCCzbuQiEKkWFVudsom+itOa/qGvmiXKedLZ0ETLd6gJL/s64sWJX4F1ECav0WmO+3JCs/qZtkDz+lr5orT1tXCOK9xa3Ch0Em9IrJkPG2OxTYSQU8+rvHo6bQNF/X0uowKNqwxf5+IwCsLKqd+SlPU/1sQuvP+JHhNnO6IlSp1IF70Uy+tOmbXnz62egVt+hJ6zR6qTb58Sk8WQJnlSWOkzfcmH833HE=

    Reply
    • 15 replies

    There are 15 replies. Estimated reading time: 13 minutes

    1. Kitch Membery @Kitch2024-08-23 17:21:57.511Z

      Thanks for reporting this @Fajar_Yuskemal.

      Are you using any non-standard internet connection other than VPN or Firewall?

      And when you say "SF won't connect", what are you exactly seeing, can you possibly provide a screenshot?

      Thanks in advance.

      Reply
      1. In reply toFajar_Yuskemal⬆:
        Christian Scheuer @chrscheuer2024-08-23 17:30:57.994Z

        SF won't connect, I even can't connect to soundflow.org forum page.

        This indicates the same thing you noticed in the other thread, that your ISP (internet service provider) is blocking traffic to our domains. There's probably not a lot that SoundFlow can do if they block our traffic.

        Reply
        1. FFajar Yuskemal @Fajar_Yuskemal
            2024-08-24 08:21:54.021Z

            Yes, I am aware.
            But I'm trying to find out what settings I should do to my modem.
            If you have any info that will be much appreciated.
            Because this is really a hassle, I'm actually considering on stopping my SF subscription because of this.

            Thank you

            Reply
            1. Christian Scheuer @chrscheuer2024-08-24 15:28:43.652Z2024-08-24 16:17:14.925Z

              Hi Fajar,

              I completely understand your frustration. Let's try to narrow things down. This is the first step. If we can successfully narrow down the problem to its source, then hopefully we can find a solution - but we first need to have a deeper understanding of why it's going wrong.

              The errors in the log files are:

              FetchError: request to https://core.api.soundflow.org/v1/app/auth/login failed, reason: net::ERR_CONNECTION_TIMED_OUT

              This error indicates that the modem or your ISP blocks traffic to our API servers, which are hosted by Google.

              You mentioned you also can't access the website. Can you be more specific about exactly what you're seeing on the website? Or was it only the forum that you can't access?

              It would be helpful if you can test both soundflow.org and forum.soundflow.org

              • and if you're seeing any errors, if you can share the errors (you can show the Developer Console in the browser to look for specific errors)

              This might help us better understand where this goes wrong.

              In your modem/router, I would look for things such as:

              • Custom DNS setup (have you or somebody else added custom DNS servers)
              • Custom firewall / advanced security setup (might it be blocking traffic there)
              Reply
              1. Christian Scheuer @chrscheuer2024-08-24 15:36:25.586Z

                It may also be a problem with IPv6 resolution. The API servers support both IPv4 and IPv6. I think there can be rare cases where, if your ISP gives you an IPv6 address, then the connection will happen via IPv6, but some firewalls/modems/routers/VPNs and other software can have problems correctly parsing such traffic. This might influence things.
                You could rule this out by checking whatsmyip.org and see if you have an IPv4 or IPv6 address (no need to share the address here, but it will either be 4 numbers separated by dots = IPv4, or an alphanumeric, longer address separated by colons such as 2001:0db8:0000:0000:0000:8a2e:0370:7334 = IPv6).

                Reply
                1. Christian Scheuer @chrscheuer2024-08-24 16:36:33.078Z2024-08-24 16:47:20.393Z

                  We can do a few more specific tests that can help narrow things down.

                  Start by opening Terminal (the Terminal app, can be opened from Applications -> Utilities or via Spotlight), then run this command:

                  ping core.api.soundflow.org

                  Then, watch its output for a few seconds, then stop the ping test by hitting Ctrl+C.

                  You should then do the same with these:

                  ping soundflow.org

                  and

                  ping forum.soundflow.org

                  This will tell you if your computer generally has any problems reaching each of those 3 servers.

                  A standard output will look something like:

                  % ping core.api.soundflow.org
PING ghs.googlehosted.com (142.250.181.211): 56 data bytes
64 bytes from 142.250.181.211: icmp_seq=0 ttl=54 time=12.546 ms
64 bytes from 142.250.181.211: icmp_seq=1 ttl=54 time=35.288 ms
64 bytes from 142.250.181.211: icmp_seq=2 ttl=54 time=10.932 ms
64 bytes from 142.250.181.211: icmp_seq=3 ttl=54 time=10.976 ms

                  Please feel free to copy/paste the output you receive here, so we can take a look.

                  Reply
                  1. FFajar Yuskemal @Fajar_Yuskemal
                      2024-08-25 01:41:55.641Z

                      I just checked and the only one that has requesat timeout is api.soundflow.org.

                      % ping core.api.soundflow.org
PING ghs.googlehosted.com (74.125.68.121): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5

                      % ping soundflow.org
PING soundflow.org (76.76.21.21): 56 data bytes
64 bytes from 76.76.21.21: icmp_seq=0 ttl=247 time=5.640 ms
64 bytes from 76.76.21.21: icmp_seq=1 ttl=247 time=5.600 ms
64 bytes from 76.76.21.21: icmp_seq=2 ttl=247 time=5.766 ms
64 bytes from 76.76.21.21: icmp_seq=3 ttl=247 time=5.785 ms
64 bytes from 76.76.21.21: icmp_seq=4 ttl=247 time=5.942 ms

                      % ping forum.soundflow.org
PING forum.soundflow.org (34.68.235.141): 56 data bytes
64 bytes from 34.68.235.141: icmp_seq=0 ttl=56 time=222.582 ms
64 bytes from 34.68.235.141: icmp_seq=1 ttl=56 time=221.000 ms
64 bytes from 34.68.235.141: icmp_seq=2 ttl=56 time=221.276 ms
64 bytes from 34.68.235.141: icmp_seq=3 ttl=56 time=221.244 ms
                      Reply
                      1. Christian Scheuer @chrscheuer2024-08-25 11:25:02.302Z2024-08-25 12:15:11.983Z

                        Thank you so much, Fajar. The most likely reason for this is that your ISP made a change to their configuration somewhere by mistake, causing you to effectively lose access to part of the internet.
                        One way to solve this is to report it to your ISP, letting them know they have a problem.

                        Good news I'm looking into finding ways that this could be solved on our end by providing more than one way to reach our servers, to be more resilient in cases where ISPs have problems like this.

                        Can I get you to try to ping a few more domains? Note, the core.api2.soundflow.org is brand new, so it might take up to 24 hours from now before it starts working. (It's working from my computer now).

                        ping core.api2.soundflow.org

                        ping soundflow-api-core.web.app
                        Reply
                        1. Christian Scheuer @chrscheuer2024-08-25 11:31:35.657Z

                          Note, everything you're sharing here points to that your ISP has a "routing loop" type configuration error in their network somewhere.
                          What happens is that they update their network configuration somewhere in their network, and then requests end up being resolved in a loop, or not at all.

                          If you report this to them (since they're likely the ones responsible for the error), you can share the output of this Terminal command to them:

                          traceroute core.api.soundflow.org

                          When routing is working correctly, this command will exit once it has found the route to the end domain. In your case, this likely never fully resolves. The output of the command should help your ISP diagnose the problem in their configuration.

                          That being said, as I mentioned, hopefully, we can provide a workaround for you soon.

                          Reply
                          1. Christian Scheuer @chrscheuer2024-08-25 18:18:15.535Z

                            Hi Fajar,

                            Once you have checked this, I have a preview build of SoundFlow we can try on your computer to see if it works with the workaround I've implemented :)

                            Reply
                          2. In reply tochrscheuer⬆:
                            FFajar Yuskemal @Fajar_Yuskemal
                              2024-08-26 03:22:11.573Z

                              Thank you for this,
                              It seems just today I can connect normally through my ISP. Hopefully it will last though.

                              Here is my terminal results for the new domains.

                              % ping core.api2.soundflow.org
PING core.api2.soundflow.org (199.36.158.100): 56 data bytes
64 bytes from 199.36.158.100: icmp_seq=0 ttl=247 time=24.639 ms
64 bytes from 199.36.158.100: icmp_seq=1 ttl=56 time=16.047 ms
64 bytes from 199.36.158.100: icmp_seq=2 ttl=56 time=15.894 ms
64 bytes from 199.36.158.100: icmp_seq=3 ttl=56 time=16.066 ms

                              % ping soundflow-api-core.web.app
PING soundflow-api-core.web.app (199.36.158.100): 56 data bytes
64 bytes from 199.36.158.100: icmp_seq=0 ttl=56 time=15.998 ms
64 bytes from 199.36.158.100: icmp_seq=1 ttl=56 time=15.921 ms
64 bytes from 199.36.158.100: icmp_seq=2 ttl=56 time=16.028 ms
64 bytes from 199.36.158.100: icmp_seq=3 ttl=56 time=15.725 ms
                              Reply
                              1. Christian Scheuer @chrscheuer2024-08-26 08:10:26.768Z

                                Hi Fajar,

                                Excellent! It sounds like they've fixed the issue on their end. Unfortunately, that also means that we can't test my workaround then.

                                If things stop working again, please let me know and I can send you a preview build of the next version of SoundFlow, which should hopefully allow you to connect even if your ISP is having problems.

                                Reply
                        2. In reply tochrscheuer⬆:
                          FFajar Yuskemal @Fajar_Yuskemal
                            2024-08-25 01:44:37.236Z

                            I have checked through whatsmyip.org and the results are 4 numbers separated by dots. So I'm assuming that is IPv4?

                            Reply1 Like
                          • In reply tochrscheuer⬆:
                            FFajar Yuskemal @Fajar_Yuskemal
                              2024-08-25 01:51:01.342Z

                              It seems I can access both soundflow.org and forum.soundflow.org through google chrome now.

                              I have checked my modem settings, and it looks like my firewall is off, and I haven't touched my DNS.
                              The problem is, this issue just occurred around 5 days ago, and everything was fine (I can connect the SF app normally) before that with no problems.
                              And I haven't touched or changed any settings to my modem (ISP).

                              Reply1 Like
                              1. Christian Scheuer @chrscheuer2024-08-25 11:27:32.554Z

                                Good, this all confirms the problem is at your internet service provider (not the modem, the company who provides the service to you).

                                Reply
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