Unable to connect to the Internet error


We have a part of our website deployed on Netlify CDN, another part is deployed outside it. We use _redirects file to route to external resources. Everything works fine in 99% of cases.

Sometimes our users get an error while visiting our website (doesn’t matter if they reach the part deployed on the CDN or outside it). The error is Unable to connect to the Internet. After about 20 seconds and a couple of refreshes, everything works fine again. Could you please tell me the possible reason for that error?

The website URL is https://www.cuba-platform.com/.

@cuba-platform-team Is it possible the Internet is down?

No, everything is fine with the Internet. We got the error a few times, checked the connection and if other websites opened.

are you still not seeing your site - can you check in an incognito window, please?

this is what i can see - so i’m a bit puzzled:

Yes, I can open our website in 99% cases as I said in the first message. The issue occurs randomly once in a while. I didn’t get what are the steps to reproduce the issue.

I checked our monitoring tool and the results are quite disturbing. The diagram shows the number of errors for the last 12 hours.

All the errors are the same: Timeout was reached: connection timed out after 40001 milliseconds.

Hi, @cuba-platform-team. For us to research the timeout errors, the following details will be helpful:

  • the complete URL requested
  • the IP address for the system making the request
  • the IP address for the CDN node that responded (or where the request was sent if no reply)
  • the day of the request
  • the time of the request
  • the timezone the time is in

If not all details are available, please send us as many of those details as possible.

Thank you for your reply. Please find the information below:

  • the complete URL requested - https://www.cuba-platform.com
  • the IP address for the system making the request -
  • the IP address for the CDN node that responded (or where the request was sent if no reply) - we don’t have that information in our monitoring tool.

You can see the requests on the screenshot below. The timezone is UTC +4.

Hi, @cuba-platform-team. I checked for this URL and IP address and there are no errors reported on our side. We return only 200 and 304 responses for this combination of IP address and URL.

To troubleshoot further we need to know the IP address where the HTTP request is being sent and to see the traceroute output between these two IP addresses when the issue is occurring.

This could also be a DNS failure. If it is a DNS failure, we need to know what DNS query is failing. For example, is the failure in looking up the CNAME for www.cuba-platform.com. or for the A record for cuba-platform-en.netlify.app.?

Once it is known which DNS query is failing (if any) then a traced lookup for that exact record would be helpful. For example, for the CNAME:

$ dig www.cuba-platform.com CNAME +trace

; <<>> DiG 9.10.6 <<>> www.cuba-platform.com CNAME +trace
;; global options: +cmd
.			85908	IN	NS	l.root-servers.net.
.			85908	IN	NS	d.root-servers.net.
.			85908	IN	NS	j.root-servers.net.
.			85908	IN	NS	b.root-servers.net.
.			85908	IN	NS	k.root-servers.net.
.			85908	IN	NS	a.root-servers.net.
.			85908	IN	NS	f.root-servers.net.
.			85908	IN	NS	e.root-servers.net.
.			85908	IN	NS	h.root-servers.net.
.			85908	IN	NS	i.root-servers.net.
.			85908	IN	NS	m.root-servers.net.
.			85908	IN	NS	g.root-servers.net.
.			85908	IN	NS	c.root-servers.net.
.			85908	IN	RRSIG	NS 8 0 518400 20201013050000 20200930040000 46594 . Xu7cjJ+kdiHxSW27+Z3HpwACUprax7seN6Aoa1qhfhY6M82oxBsO0fpX J2XA2grBx/TfsSxwZQOSoW8VQeA4z9iTt5Oac0t5h7iPXfx5vO/+bJpR Fwh87FKUXEtePZrjcbr6a7ULZjzf4NYUZuQ9/7sJ5bNlXS4sOUCp/f+l ZBE2uZ8piKGiF4wafEh3FcBVCWk+UYzjPGfY0BkZ0g8QnPJkmO0KRSDM db1XDjeNITQdqJEE7+t74PkejY+GjiDT3oqvN51e3HTRZYB9BRoWmnlk nOQlIu+qE01HKdf6zTvkmEatDnQ4V/ii0nE5WslKNZpRkrCyN8NH1vjz cnJR7g==
;; Received 525 bytes from in 17 ms

com.			172800	IN	NS	a.gtld-servers.net.
com.			172800	IN	NS	b.gtld-servers.net.
com.			172800	IN	NS	c.gtld-servers.net.
com.			172800	IN	NS	d.gtld-servers.net.
com.			172800	IN	NS	e.gtld-servers.net.
com.			172800	IN	NS	f.gtld-servers.net.
com.			172800	IN	NS	g.gtld-servers.net.
com.			172800	IN	NS	h.gtld-servers.net.
com.			172800	IN	NS	i.gtld-servers.net.
com.			172800	IN	NS	j.gtld-servers.net.
com.			172800	IN	NS	k.gtld-servers.net.
com.			172800	IN	NS	l.gtld-servers.net.
com.			172800	IN	NS	m.gtld-servers.net.
com.			86400	IN	DS	30909 8 2 E2D3C916F6DEEAC73294E8268FB5885044A833FC5459588F4A9184CF C41A5766
com.			86400	IN	RRSIG	DS 8 1 86400 20201013050000 20200930040000 46594 . VGl/XBWSY+qaztn9PDG1BEJ/BqVFTBMilyJvfnrIRxTnD/s1e1oI8svV WPXkGkC6J7Yd2KkxAlW4rc/W9/CUGR92++n1leZfam4Gsj3XxVKtAav7 vKfNJaJRx+sqETT+8LbVM6KEG9Ij+uK9GU6ICtPlQraOwsI3qghcjn+K jB/FC5BUv4VElwb4yAnRRVEhuwXKmJAri7fe011KBsCoK4NWqVz38+vV CA0241RGbJXLO7Og6CHLSEAXVqpt6GmvNrE+G0zEcWMG2B8mH7cwjMsE eIHfrhNW1I6oEiJddi4516yvzkVDZvxmaKk4MPk7C3qE6IHXlPWrR+hM 76NVbg==
;; Received 1181 bytes from in 12 ms

cuba-platform.com.	172800	IN	NS	ns1.haulmont.com.
cuba-platform.com.	172800	IN	NS	ns0.haulmont.com.
CK0POJMG874LJREF7EFN8430QVIT8BSM.com. 86400 IN RRSIG NSEC3 8 2 86400 20201004044123 20200927033123 24966 com. mfMj0mWhB7y6rOePA3ZB43jj8Qi/8U8+mHOaQtTMs/Dko4vx3RgNQpc1 qLCNOdgVS2iz/M+OXWwUPxl2pZIDjWM0V+12tVFHJRNvlZEihsTD6J+m IwRaFqx7t98vQHls5R02Rl+7zq2RenAEdFiFno249WDp6LBb51i+tC50 dymKNGwudjNZ8k/o/1c7nnVBjMMY9MbIxO48LI57CpmJuw==
65A6ADRO7EA46H0805VTMF92IKBB0H6V.com. 86400 IN RRSIG NSEC3 8 2 86400 20201004044923 20200927033923 24966 com. qhIHCPj+BUUfaUlWRk26v8+cR7NWmplz/Ppkaw0bBKeAxNYL0iOvrtcc y4nbEmA0w1spkjpT4J1LoptO6B4gVYnb4u450QPqgS7WC8dS7NWuidz6 HGhV6rtcbAjEqrpVq48WVqx9c+3VJfa9SK6JIizG7Kmp48odQLiucy9r 6bj7ZVupTFgxZ/DXdKPAvVpMByBrckFHBrEV0PYkISsy6g==
;; Received 676 bytes from in 30 ms

www.cuba-platform.com.	600	IN	CNAME	cuba-platform-en.netlify.app.
cuba-platform.com.	600	IN	NS	ns0.haulmont.com.
cuba-platform.com.	600	IN	NS	ns1.haulmont.com.
;; Received 169 bytes from in 162 ms

To summarize, the information we have doesn’t provide enough detail to determine the root cause of the failure. We need more information to understand what is happening.

Hi, we checked and found out what IP failed by timeout once. Please check IP

hi there, sorry to be slow to respond. are you still experiencing this issue? If yes, I will ask Luke to check on this later today.

Hi, @cuba-platform-team. I do need more detail to troubleshoot this.

We have sent you an email to the email address associated with your Netlify account, and we’ll communicate with you through that email to continue resolving this issue. (Please note that for security reasons, we will not contact you at email addresses not listed in your Netlify account.)

Also, please let us know with a reply here if you don’t receive a message from us.

Hello! The answer has been sent to your email by Sofia Oganova. Sofia is in charge of websites development. Make sure you received our reply. Thanks!