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Comcast cannot reach Citrix Gotomeeting servers

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cmgui2
New Member

Comcast cannot reach Citrix Gotomeeting servers

Hi All

 

We have been having problem with our Citrix Gotomeeting sessions.    While troubleshooting the problem with Citrix support, we ran tracert to all of Citrix servers and got this error:

 

Tracing route to 180.153.31.250

 

Tracing route to 180-153-31-250.expertcity.com [180.153.31.250]

over a maximum of 30 hops:

 

....

.....

  3    36 ms    29 ms    29 ms  96.157.108.1

  4    94 ms    17 ms    11 ms  te-0-0-0-5-ur05.santaclara.ca.sfba.comcast.net [68.85.191.9]

  5    67 ms    44 ms    20 ms  te-1-1-0-1-ar01.sfsutro.ca.sfba.comcast.net [69.139.198.90]

  6    80 ms    34 ms    23 ms  he-1-7-0-0-cr01.sanjose.ca.ibone.comcast.net [68.86.90.153]

  7    28 ms    26 ms    27 ms  pos-2-15-0-0-cr01.losangeles.ca.ibone.comcast.net [68.86.85.82]

  8    28 ms    55 ms    23 ms  pos-0-0-0-0-pe01.600wseventh.ca.ibone.comcast.net [68.86.86.58]

  9    49 ms    25 ms    42 ms  as4134-pe01.600wseventh.ca.ibone.comcast.net [75.149.229.198]

 10    57 ms    25 ms    21 ms  202.97.49.157

 11   146 ms   144 ms   145 ms  202.97.51.249

 12   223 ms   183 ms   161 ms  202.97.33.53

13 

 

Tracert timed out - stopping

 

 

Citrix told us to do this: "

So please ensure that your users can connect to our full IP range, as described here:www.citrixonline.com/iprange

"

 

It appears that Comcast is unable to reach some of the Citrix servers.  This problem appears to be intermittent - and it causes delay to our GotoMeeting sessions.

 

We tried calling Comcast Support but couldn't get any help so far.   Anybody here has the same problem?

Any advice?

 

 

Thank you.

cmgui

 

 

 

 

Community Manager
Community Manager

Re: Comcast cannot reach Citrix Gotomeeting servers

CMGUI2.  We tested from the SMC gateway to the IP you supplied with no apparent issues. Here are the results.

 

Main> tracert 180.153.31.250 1
Press Ctrl-C to stop ...
traceroute to 180.153.31.250 (180.153.31.250) from 73.68.154.124, 30 hops max, 38 byte packets
1 30.000 ms, 40.001 ms, 20.000 ms, 96.157.108.1
2 20.001 ms, 10.000 ms, 10.000 ms, 68.85.191.13
3 20.001 ms, 20.000 ms, 30.000 ms, 68.86.143.98
4 20.001 ms, 30.000 ms, 20.001 ms, 68.86.90.129
5 30.000 ms, 20.000 ms, 20.001 ms, 68.86.87.178
6 20.000 ms, 30.001 ms, 20.000 ms, 68.86.86.54
7 30.000 ms, 20.001 ms, 10.000 ms, 66.208.216.38
8 40.001 ms, 30.000 ms, 20.000 ms, 202.97.90.33<<<<<<APINC  NETWORK


9 270.005 ms, 260.004 ms, 250.005 ms, 202.97.58.185
10 260.004 ms, 280.005 ms, 260.004 ms, 202.97.33.125
11 270.005 ms, 260.004 ms, 260.004 ms, 202.97.33.61
12 250.004 ms, 260.005 ms, 270.004 ms, 202.101.63.133
13 270.005 ms, 260.004 ms, 250.004 ms, 61.129.95.54
14 290.005 ms, 270.005 ms, 260.004 ms, 124.74.232.66
15 260.004 ms, 250.005 ms, 260.004 ms, 180.153.29.22<<<<<<<<APINC NETWORK
16 * * * Request Timed Out.
17 260.005 ms, 260.004 ms, 260.005 ms, 180.153.31.250
Main>

 

ARIN root database shows both 180.0.0.0/8  & 202.0.0.0/0 belonging to the same Carrier.  Asia Pacific Network Information Center (APINC)

 

Let us know if you are still having issues.

 

Thank you