Observer

Cannot access Netflix through browsers

Over the weekend, I lost the ability to stream Netflix via PC browser.  This affects Windows 10, Windows 7, and Ubuntu 14.04.  Chrome, FireFox and Edge browsers are affected.  Apple TV and the Netflix android app still work fine.

 

When going to netflix.com, text content generally shows up but all video content is missing.  Some of the browsers show broken link icons.  When debugging the page, it seems that netflix.com is trying to get secure content (https) from assets.nflxext.com, but the connection to this site is reset, and the content cannot be retrieved.

 

If I tether the PCs to my smart phone, Netflix works just fine.

 

I have a leased Arris DG1670A. I have reset the modem, and have plugged the PCs directly into the back of the modem, to no avail.  I live in the DFW area.  As far as I can tell, everything else is working fine, including streaming from Amazon Prime and Youtube.

 

Any idea what is going on?  Since the PCs work fine when tethered to the smart phone, this seems to be a TWC issue.

 

Thanks!

11 REPLIES
Expert

Re: Cannot access Netflix through browsers

When exactly did this get lost? Does it correspond with any sort of entry in the modems error or event log?

TWC had a server issue affecting northeast ohio around 12 hours ago. Some services were slow to come back up.

There were no modem errors logged

 Try to clear out the DNS cache.

 Are you running TWC's 209.18.47.61/62 DNS?

 

Observer

Re: Cannot access Netflix through browsers

Thank you for the reply!

 

Unfortunately, I don't know the exact time that this problem started.  Netflix worked Thursday evening.  We did not watch on Friday, and Saturday evening it was broken.

 

The only thing I see in the log for that time period was a DHCP renew. 

 

I've flushed the DNS cache of the Windows and Ubuntu PCs, but it didn't help.

 

I am running TWC DNS.  I also tried Google DNS, but it doesn't fix the problem.

Expert

Re: Cannot access Netflix through browsers

what does a tracert to netflix.com look like? Here's mine from NEO: last several servers are Amazon ones...

 

 

Tracing route to netflix.com [52.22.183.142]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms DD-WRT [192.168.6.6]
2 1 ms <1 ms <1 ms 192.168.1.1
3 18 ms 11 ms 9 ms 142.254.157.117
4 115 ms 20 ms 20 ms 24.164.114.189
5 10 ms 11 ms 10 ms be20.clhgohcc01r.midwest.rr.com [24.33.103.58]
6 14 ms 15 ms 15 ms be14.clevohek02r.midwest.rr.com [65.29.1.98]
7 13 ms 11 ms 11 ms be25.clevohek01r.midwest.rr.com [65.29.1.32]
8 19 ms 19 ms 20 ms bu-ether47.vinnva0510w-bcr00.tbone.rr.com [107.14.19.38]
9 18 ms 18 ms 17 ms 0.ae0.pr1.dca20.tbone.rr.com [107.14.17.208]
10 18 ms 18 ms 18 ms 24.27.236.44
11 * * * Request timed out.
12 * * * Request timed out.
13 33 ms 41 ms 39 ms 54.239.110.199
14 19 ms 19 ms 20 ms 54.239.109.179
15 19 ms 18 ms 19 ms 205.251.245.232 AMAZON TECHNOLOGIES Va.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * *

Expert

Re: Cannot access Netflix through browsers

Observer

Re: Cannot access Netflix through browsers

The page loads a number of different things.  Things that come from https://www.netflix.com don't seem to have any issue. and are loaded

 

The problem is with things that come from assets.nflxext.com, dnm.nflximg.net, art-s.nflximg.net, etc.  The traceroute is fine, and they all seem to point to the same site at akamai technologies (which a content delivery network).  But connections requests for secure content are reset, and nothing gets transferred for those things.

 

traceroute to assets.nflxext.com (104.72.63.63), 30 hops max, 60 byte packets
 1  192.168.0.1 (192.168.0.1)  2.213 ms  3.123 ms  3.738 ms
 2  142.254.130.77 (142.254.130.77)  28.709 ms  32.126 ms  32.393 ms
 3  tge0-0-0.artrtx2801h.texas.rr.com (24.28.88.17)  42.257 ms  42.548 ms  42.688 ms
 4  agg22.artntxaf01r.texas.rr.com (24.175.49.233)  35.456 ms  36.222 ms  36.384 ms
 5  agg23.crtntxjt01r.texas.rr.com (24.175.36.224)  40.674 ms  40.492 ms  52.335 ms
 6  agg21.dllatxl301r.texas.rr.com (24.175.49.0)  42.895 ms  15.788 ms  28.332 ms
 7  bu-ether14.dllstx976iw-bcr00.tbone.rr.com (66.109.6.88)  29.606 ms  29.890 ms  30.028 ms
 8  24.27.236.245 (24.27.236.245)  32.562 ms  32.762 ms  35.203 ms
 9  a104-72-63-63.deploy.static.akamaitechnologies.com (104.72.63.63)  32.895 ms  33.162 ms  33.026 ms

 

traceroute to dnm.nflximg.net (104.72.63.63), 30 hops max, 60 byte packets
 1  192.168.0.1 (192.168.0.1)  11.774 ms  12.553 ms  13.240 ms
 2  142.254.130.77 (142.254.130.77)  28.388 ms  29.272 ms  29.512 ms
 3  tge0-0-0.artrtx2801h.texas.rr.com (24.28.88.17)  47.657 ms  48.550 ms  48.713 ms
 4  agg22.artntxaf01r.texas.rr.com (24.175.49.233)  39.303 ms  39.468 ms  39.609 ms
 5  agg23.crtntxjt01r.texas.rr.com (24.175.36.224)  37.799 ms  38.691 ms  38.882 ms
 6  agg21.dllatxl301r.texas.rr.com (24.175.49.0)  42.948 ms  23.126 ms  23.758 ms
 7  bu-ether14.dllstx976iw-bcr00.tbone.rr.com (66.109.6.88)  28.709 ms  28.478 ms  28.842 ms
 8  24.27.236.245 (24.27.236.245)  25.632 ms  25.923 ms  37.491 ms
 9  a104-72-63-63.deploy.static.akamaitechnologies.com (104.72.63.63)  37.932 ms  37.801 ms  37.637 ms

 

traceroute to art-s.nflximg.net (104.72.63.63), 30 hops max, 60 byte packets
 1  192.168.0.1 (192.168.0.1)  2.201 ms  3.164 ms  3.778 ms
 2  142.254.130.77 (142.254.130.77)  26.274 ms  26.488 ms  26.628 ms
 3  tge0-0-0.artrtx2801h.texas.rr.com (24.28.88.17)  40.644 ms  40.834 ms  40.974 ms
 4  agg22.artntxaf01r.texas.rr.com (24.175.49.233)  37.667 ms  37.881 ms  38.022 ms
 5  agg23.crtntxjt01r.texas.rr.com (24.175.36.224)  53.990 ms  54.190 ms  54.321 ms
 6  agg21.dllatxl301r.texas.rr.com (24.175.49.0)  54.584 ms  18.268 ms  18.421 ms
 7  bu-ether14.dllstx976iw-bcr00.tbone.rr.com (66.109.6.88)  25.377 ms  26.360 ms  26.568 ms
 8  24.27.236.245 (24.27.236.245)  19.389 ms  21.430 ms  26.647 ms
 9  a104-72-63-63.deploy.static.akamaitechnologies.com (104.72.63.63)  26.913 ms  27.104 ms  27.351 ms

 

Expert

Re: Cannot access Netflix through browsers

Youre getting there in 9 hops? Taking 16 from here:

 

Tracing route to e3067.dscg.akamaiedge.net [104.113.49.220]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms DD-WRT [192.168.6.6]
2 1 ms <1 ms <1 ms 192.168.1.1
3 19 ms 9 ms 9 ms 142.254.157.117
4 475 ms 21 ms 21 ms 24.164.114.189
5 11 ms 10 ms 10 ms be20.clhgohcc01r.midwest.rr.com [24.33.103.58]
6 11 ms 15 ms 16 ms be14.clevohek02r.midwest.rr.com [65.29.1.98]
7 14 ms 11 ms 11 ms be25.clevohek01r.midwest.rr.com [65.29.1.32]
8 20 ms 19 ms 19 ms bu-ether27.vinnva0510w-bcr00.tbone.rr.com [107.14.19.14]
9 26 ms 23 ms 24 ms bu-ether11.asbnva1611w-bcr00.tbone.rr.com [66.109.6.30]
10 19 ms 19 ms 18 ms 0.ae0.pr1.dca10.tbone.rr.com [107.14.17.200]
11 30 ms 31 ms 33 ms ix-ae-17-0.tcore2.AEQ-Ashburn.as6453.net [216.6.87.149]
12 35 ms 34 ms 34 ms if-ae-11-3.thar2.NJY-Newark.as6453.net [216.6.87.242]
13 35 ms 34 ms 34 ms if-ae-18-2.tcore2.NTO-New-York.as6453.net [66.198.111.7]
14 34 ms 34 ms 34 ms if-ae-26-2.tcore1.CT8-Chicago.as6453.net [216.6.81.29]
15 33 ms 34 ms 34 ms if-ae-22-2.tcore2.CT8-Chicago.as6453.net [64.86.79.1]
16 34 ms 34 ms 33 ms 64.86.79.106
17 39 ms 34 ms 35 ms a104-113-49-220.deploy.static.akamaitechnologies.com [104.113.49.220]

Trace complete.

 

Observer

Re: Cannot access Netflix through browsers

I'm curious if Netflix works for you on TWC from Chrome, Firefox, or Edge.  If you go to netflix.com (you don't need an account), the page should stream some sample videos and then a picture in the upper right.  If it doesn't work, you will just see a black screen and perhaps some broken link icons depending the browser.

 

Expert

Re: Cannot access Netflix through browsers

[ Edited ]

I have a welcome to netflix screen  with wallpaper of a bunch of movies but no streaming video sample window. There is a red bar that indicates something loading, it runs 90% accross the screen then stops...

Have a login box at the top right and below that 3 plan info boxes that bring up pricing screens

 I'm Running firefox

 

this is the link to a gray scale:  https://assets.nflxext.com/ffe/siteui/acquisition/home/concord/vignette-right.png

Observer

Re: Cannot access Netflix through browsers

Finding other reports now on the web about Netflix being down...many reports are from TWC customers in TX.