• What to do first New
• Not Found, Forbidden, 404 Error New
• Server not found, server timeout, server refused to connect New
• Contacting someone for help. New

"New" or "Updated" are used to indicated added or modified material since the last update date (see bottom of page).

Notes:
1. xanadu-county.org is used on this page for the examples. If you are having issues with xanadu-city.org then substitute it for xanadu-county.org.
2. If you found this page but are having problems with accessing www.scc-ares-races.org, you can still follow these troubleshooting steps substituting “www.scc-ares-races.org” for “xanadu-county.org” in the instructions below. Then contact the SCCo ARES/RACES Network Manager as detailed in Contacting Someone For Help

For all problem solving, use a web browser and surf to https://whatismyipaddress.com and record the IPv4 address you are given (you may also need to record the IPv6 address, but not often). In any email, always send this to the Instructor as My IP address is .....

Receiving these error means that the xanadu-county.org server is up and running but there is problem with the URL itself - the server is working. So either the URL has a typo in it, the instructor didn't provide the correct URL, the file on the server has the wrong name or is missing, etc.

To test that you have indeed reached a working server check xanadu-county.org or xanadu-city.org

If you see the main pages for Welcome to the ficticious...., then double-check the message URL you are trying to access to see if there are any typos. If it all looks good to you then you need to contact the instructor.

Send an Internet email to the instructor for this month's practice and include the following information by the number:

1. State that you are having a problem accessing a message URL for this months practice.
2. Confirm that you are able to access either one of the main pages, can give the last updated date at the bottom or the page.
3. Copy/paste the problem URL exactly that you are trying to access (that has the problem)
4. The error message
5. The Xanadu EOC packet Message ID for the message sent to you that contained the URL
6. My IP address is (see above)

These are more difficult problems that can come from a number of situations, for example:

• The httpd process isn't running correctly on the server
• The server itself is offline
• Your computer has a connectivity problem, isn't connected to the Internet, the Internet is down between your computer and the server, or it works on another computer at home but not on this computer.
• Your browser has issues
• DNS is broken
• You are being re-directed to another website other than xanadu-county.org
• Your service provider is filtering/blocking/re-directing access for some reason
• VPN software is interfering with connectivity
• Last resort: reboot things.
• etc.

1. Let's start with simple connectivity. Try pinging 8.8.8.8 as well as xanadu-county.org (save the output to send to the instructor):
   • Windows: open Command Prompt, type “ping 8.8.8.8” return, then type “ping xanadu-county.org” return
   • Mac OS X: open a terminal window, type “ping 8.8.8.8” return, then type “ping xanadu-county.org” return
   • Linux: open a terminal window, type “ping 8.8.8.8” return, then type “ping xanadu-county.org” return
   If any ping to any host you try fails, you have a computer or service provider connectivity problem. You'll need to work this out yourself.
   If pings to only xanadu-county.org fail, then the xanadu-county.org webserver, droplet isn't running, or DigitalOcean has problems. Send the ping output to the Instructor.

2. Your browser may have a problem.
   • Access a website you haven't used yet today, just to verify things are working.
   • If you can't access from your comptuer running your packet software via your home Internet, try accessing xanadu-county.org with your phone on a cellular network (e.g. not your home WiFi) - if your phone connects, it is your computer.
   • Your browser may have a problem
     • Try using a different browser, or
     • you may need to clear your browser's cache. Note that the xanadu websites do not use cookies, so only need to clear cache to see if that fixes the problem.

3. Your DNS is resolving to the wrong IP address for xanadu-county.org, try one of the following and record the output of the command:
   • Windows: open Command Prompt, type "nslookup xanadu-county.org"
   • Mac OS X: open a terminal window, type "nslookup xanadu-county.org"
   • Linux: open a terminal window, type "nslookup xanadu-county.org" or "dig xanadu-county.org". Note, you might have to install the utility before trying to use it.
   At this time, the IP address that should be reported is: 104.236.67.106
   If it is any other IP address value, contact the Instructor with this information as you are not being provided with correct IP address.

4. You are being re-directed to another website. This is a diffcult one. Possible causes are:
   • Your computer as set an http proxy for your network interface. Use your favorite Search engine for “checking computer http proxy settings” to determine how to find this information on your computer. Check the settings. If enabled, disable and see if this fixes the problem.
   • The DNS service you connect to is resolving to the wrong IP address (see above to check). If you are using a VPN, try flipping state and see if the problem is fixed; i.e., if VPN enabled, then disabled. if VPN disabled, enable.
   • Your cable modem or optical fiber ONU/ONT is using an http proxy. You will have to look in the customer-facing user interface for your particular piece of equipment to see if it has this feature, and it is does and turned on. If enabled, disable and see if this fixes the problem.
   • Your service provider's network is causing the problem. If you are at home and on your home network that has the problem, try using a mobile device on a cellular network and try to access the same URL.

5. VPN software is interfering with connectivity. This is trial and error.
   • If you recently installed VPN software, it might cause issues if it is not enabled yet. Turn it it on.
   • If you use a VPN for work, it might be interfering with connecting to not-known web server outside of work. Disable the work VPN and see if the problem is fixed.
   • If you are using any VPN, it might need to be reset. Disable the VPN and re-enable the VPN and see if the problem is fixed.
   • Last resort: if you suspect recently installed VPN software, remove it and reboot. See if the problem is fixed.

6. Last resort: reboot things.
   • Sometimes certain settings, caches, and other “learned” network information will only get reset by rebooting your computer. You can try this at any time in your debugging process, up to you when to try.
   • Your network access device (e.g., cable modem, optical fiber ONU/ONT, WiFi access point or “router”, firewall, etc. may need to be reset, rebooted, or power cycled. Again, do as a last resort. If you have multiple devices between your computer and the Internet, only do one at a time and see if the problem is resolved.

This is for Internet network connectivity and web server accessiblity issues primarily for xanadu-county.org and xanadu-city.org.

• If you experiencing this problem during an SCCo training or practice event, contact the instructor of the event via Internet email. If this is a weekly or monthly packet exercise, you may want to drop a message via the packet@scc-ares-races.groups.io group.
• If you are experiencing this during a drill and you are present at the drill, contact your functional manager: e.g., field ops manager, packet manager, etc. If not assigned to a position yet, contact Staging or the IC.
• If you are not participating in an SCCo ARES/RACES event, but are using SCCo ARES/RACES Internet network services and something isn't working as expected send an Internet email to the Network Manager. (see SCCo ARES/RACES Staff)
• If you are having any issues other than Internet networking with the SCCo packet networking system, go to packet technical support and follow the directions there.

In all email please include the results from the relevant testing that you have performed.