Why are the DNS Lookup Errors are more frequent?

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  • Updated 3 years ago
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We've had DNS Lookup Errors periodically for the past month or so since reactivating our service but in the past week they've gotten more frequent. We used to see a few a day, but now it's more like one in every 10 web pages shows the DNS error. A refresh does load the page, but the errors are really an aggravation. Is HughesNet even aware of this problem and if they are, is anything being done to fix it?
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nreiter

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Posted 3 years ago

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kaosodin

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they are aware.

they are trying to fix it.
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Sara for Hughes

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nreiter, I'd like to take a look into your system details. Please send your account number or the phone number associated with your account, the name on the account, your community name (nreiter) and a link to this thread to communitysupport@hughes.com.
Thank you, Sara
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nreiter

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Sara, I'm not a direct HughesNet customer but get my service through a VAR, RTC. So I have no HughesNet account number. I'll send the other information as you requested.
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Sara for Hughes

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Good to know. I'll for your email. Thanks
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nreiter

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We still get the DNS Lookup Errors but now also get frequent "Failure to connect with web server" errors. As before, a browser refresh usually loads the page, but sometimes it take 2 refreshes. Is anyone looking into these problems?
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sgoshe

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Have to admit, I'm seeing this a lot too. More of an irritant than anything else. I'm thinking they may have 486 computers for servers. :)
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Cheryl Heffernan

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I must agree. I'm a new customer from wild blue and am very seriously thinking of going back to them. Free games? Where? And the advertising on our email page just slows everything down worse. We pay too much as it is. Why must we put up with the advertising as well?
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Sara for Hughes

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Hello Cheryl,
Pop ups can be disabled via settings in your computer, if you would like instructions please start a new thread. If you have concerns with speeds please give us a call at 866 347 3292 so we can make sure your site parameters are up to spec. If you need my help after your call please post you case number and I'll be happy to take another look at your system set up. Thank you, Sara
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Charles R. Scott, Champion

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I get this once in awhile, mostly with certain websites such as Newegg. Not sure why, but that website is the only site I have issues browsing o.0
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sgoshe

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Not here, happens across the board. I know it is not on my end. Probably a combination of the satellite I'm on and the interface with the NOC.
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sgoshe

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Bump. Will do it again tomorrow.

Please Sara or whoever responds, This really is a problem at least for us on 7000s.
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Sara for Hughes

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nreiter, corrosive and sgoshe (sgoshe thanks for the bump).... please let me know what sites you're trying to access when you get the DNS errors.

sgoshe have you tried addressing this with the call centers? If your DNS errors come up on every site you access more than likely we need to address your system specifically.

Thank you, Sara
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sgoshe

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Sara, what I meant was that when it happens it really isn't site specific. It just happens. I wouldn't think major sites like CNN.com or Amazon.com would have a problem on their end that causes this. Thank you for the reply.
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nreiter

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There is no pattern to the sites that give the DNS Lookup errors or the now frequent "Failure to connect to web server" errors. They happen on various forums when loading messages, web sites when loading a new page in a tab, or just refreshing an existing tab. If there is any consistency, it is that the errors don't seem to come on https links, just the non-SSL http links.

I generally use OpenDNS for my DNS server, but I have also tried other DNS servers with no improvement. I added OpenDNSCrypt for encrypted DNS using SSL and the DNS lookup errors reduced in number, but didn't completely go away. The "Failure to connect..." errors didn't change in frequency regardless of the DNS servers used.
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Karin Cain

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I've been getting more "Failure to connect to web server" errors too. The one that is driving me nuts is trying to connect to http://support.cucusoft.com. I've contacted the company and they say there is nothing wrong on their site. I've tried it using MS internet explorer, Google Chrome, Mozilla, and Safari. I've tried typing and pasting it in and clicking on links. Now that I've also tried it from my husbands computer I'm sure it must have something to to with HughesNet. Do I have to call HugheNet to get this fixed? Thanks.
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Robert Merrill

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I'm troubleshooting my parents' new Windows 7 machine and they're getting DNS errors too.

Their security software (ESET Smart Security 5) is also reporting "DNS Cache Poisoning" coming from IP address 67.142.183.10, which a reverse lookup shows is coming from host671420010183.direcway.com, which whois says is a Hughes Network Systems server. ESET is known to be picky but that's why I like it; the security software that came with their HP machine (Norton) had already let some malware slip by and ESET spotted it right away.

I hope this helps anyone figure out their particular problem, and helps the Hughes people.

Sara, I've already contacted hostmaster@hms.com, the email address listed as the technical contact by whois, but I thought I would check in here too.
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Charles R. Scott, Champion

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It is marking it as a DNS poisoning because that is a transparent proxy hughesnet uses.
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Robert Merrill

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Not yet understanding the details of proxies, transparent or otherwise, should I interpret the message from ESET as a real threat (that the server at 67.142.183.10 has been compromised), or as a false positive?
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Charles R. Scott, Champion

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False positive, because Hughesnet is forcing you through that. Some software will trigger false positives for that sadly, even though it's perfectly fine. You can probably setup an ignore rule in the software for the direcway.com domain name since it's perfectly safe.
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Jacob Sinner

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Another unhappy user here dealing with DNS Lookup errors and "Failure to connect to web server" errors. This is getting absolutely ridiculous.
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Sara for Hughes

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Jacob, thank you for sending in your account details. Please let me know what sites you're accessing when you see this error message and when this typically happens. Did this start recently?
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Don Bradner

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Speculation based on this discussion on another site:

Someone above mentioned not expecting to see problems on a site like CNN. Actually, such sites are most likely to cause problems, because a single page will have elements for at least 50 different hosts, and each of those hosts will require a DNS lookup.

I'm currently on a DSL line, and on pages like that I see a lot of hung DNS lookups. Not a big deal, because the page loads without the hung items.

The Hughes proxy normally does all of those lookups for us on satellite, otherwise such a page would take several minutes to load with all of the back-and-forth. We ask for a page, and the proxy gathers all of the elements and returns them as a single bundle that gets unbundled by the modem and fed to the browser.

Now the speculation: It could be that, when one element fails a DNS lookup, the proxy is returning an error rather than returning the page with the element missing. That is not the case when an element can't be retrieved, but it may be when the failure was a DNS one.

Since we are unlikely ever to be told the technical details of the Hughes proxy this can only remain speculation, but it might be good to get it kicked up the ladder to those that actually program the proxy, so they can check to see if it is really true.

The number of sites that require these huge numbers of lookups is increasing. The elements involved include style sheets, advertisements, tracking cookies, etc. etc. etc. Not much we can do to stop the proliferation!
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Kelly Stinson Crofoot

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I am having this problem DAILY, multiple times a day. It gets really old. I have to unplug and reset modem. Sometimes I just give up.

And it is ANY site. Refreshing does nothing. Sometimes resetting the modem does nothing.
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Sara for Hughes

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Kelly, Jacob, Robert, Karin, nreiter, and sgoshe, I know for a few of you it's been a few weeks but if you're still seeing errors please post your latest case numbers and I will happy to look into this again. Thank you, Sara
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Kelly Stinson-Crofoot

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I don't know if I have the case number anymore. I actually had a tech come to the house- and he did nothing because naturally, he couldn't find anything wrong. I waited two weeks for that. This issue ocured at least 4 times today. Thanks for the reply, Sara.
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Kelly Stinson-Crofoot

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I should have specified- that my connection was of course working fine when he was here. Since he couldn't 'see' it do its thing, he couldn't say there was a problem. Kind of like when your car makes a sound til you take it to get looked at. ;)
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Sara for Hughes

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Thank you for clarifying Kelly. Please give us a call at 866 347 3292 so we can do some real time troubleshooting with you. Alternatively, if you've connected with us regarding this concern within the last month please send me your account details so I can access your latest diagnosis and investigate further. Please send your account number or the phone number associated with your account, the name on the account, your community name (Kelly Stinson-Crofoot) and a link to this thread to communitysupport@hughes.com. Thank you, Sara
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Kelly Stinson Crofoot

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It wasn't within the last month. So, I hope I don't have to sit around for 30 to 45 minutes waiting for a live person who hopefully speaks English when I call that number. I also hope it isn't the same useless trouble shooting that I've already been through several times with Indianet oops I mean Hughesnet! I do appreciate your help and this is not directed at you, Sara! I will try to call tomorrow. Ironically, I just lost service and had to unplug/replug in the modem. ugh.
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nreiter

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I'm still seeing the DNS Lookup Errors several times a day, but not as often as when I first posted. I have no case numbers.
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nreiter

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As I said, I have no case numbers. I sent the requested information to the specified email address and received confirmation that it was read, but was never given a case number. Perhaps because I'm a VAR customer and not a direct HughesNet customer.
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Sara for Hughes

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I see... yes VAR support is a little different. I'll have to get you linked up with the right group. If you could send me your account information that would be helpful. Please send your account number or the phone number associated with your account, the name on the account, your community name (nreiter) and a link to this thread to communitysupport@hughes.com. Thank you, Sara
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Sara for Hughes

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Hello nreiter, after researching your case it appears the best entity to help you is your Value Added Re-seller (VAR). I'd love to help here however, we're required to have you troubleshoot with your VAR. Thank you, Sara
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nreiter

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I understand but I doubt that RTC can fix a HughesNet problem.
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Don Bradner

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You got that right. Unless VAR rules have changed, Hughes requires that a VAR have a minimum of 5 customers with an identical problem - same satellite, transponder, etc., before they are allowed to escalate it to the Hughes techs. That is an incredibly difficult hurdle, and simply assures that Hughes is rarely "bothered" with VAR customer issues.

I'm aware of at least three other public forums where Hughes customers are complaining about this problem, but so far it appears that they don't realize they have a systemic error rather than isolated conditions. In other words, it can't be fixed on a customer-by-customer basis. It has to get escalated to the guys who actually work work with the proxy server, and those folks have no customer contact.
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Kellie Ward

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I have the same only had the service for a few weeks. Very annoying.
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Aaron Saurer

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Well I had a death in the family and didn't get back to Sara right away. but some things come first!!!!!! I have HN9000 and dns error is common!!!!
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Sara for Hughes

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Aaron, I'm sorry to hear this. Please send/re-send your information or post your latest case number and I'll research your case. If sending your account information please be sure that you include all of the following information:
- your account number or the phone number associated with your account
- the name on the account
- your community name (Aaron Saurer)
- and a link to this thread
Please send this information to communitysupport@hughes.com. Thank you, Sara
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Kelly Stinson Crofoot

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Sara, today was the last straw. If I was able to get online at all, it was only for a few minutes, then back to the resetting of the modem until I gave up. I finally called the toll free # you posted, and after 45 minutes on the phone I was in the same place I was in before I called. Got put through to the next phase, which ended up with being put in for a service call. Last time that happened, naturally, it appeared my service was fine so no action was taken. I hope I get somewhere this time as it took two weeks to get a technician to my house. Going to cross my fingers. And wait.
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Kelly Stinson Crofoot

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Miraculous. Not only did I not have to wait 2 weeks like the last time...they called this morning and said a technician was in my area, but he just left me with a new modem. So here is to hoping that fixed my problems!
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Sara for Hughes

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Kelly, thank you for reporting back, I'm glad to hear we were able to connect with you so quickly. Please let us know how you make out with the new modem. Thanks, Sara
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Kelly Stinson Crofoot

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So far, so good. Knocking on wood. I stayed online all day yesterday with no problem other than a couple of web pages 'freezing up' a few times. Never had that problem before so I don't believe it is my computer.