Can't access specific website

[Rogatien]

I manage a small WordPress website. Earlier today I connected to the site and everything seemed fine, but then suddenly I couldn't do anything with it.

I disconnected from the site and then found I could not access it at all--not even as a visitor to the site.

The problem extends to the several computers on my WiFi network, but I have checked with the hosting provider and a couple of other people outside my network, and they see the site just fine.

I bounded the router (HH300) and that didn't help.

In fact, I can see it too, from my phone, when I turn off WiFi.

Anyone got any ideas about what may be happening and how I might proceed? 

[HimaTech]

Hi @BellPatricia ,

Please see below the traceroute results:

Thanks!

[Vanadiel]

It will exceed the maximum hop count as it does not respond to ICMP messages.

I would use your browser incognito mode starting with the original site, as these sites do not allow a direct connection. Virus scanners and browser extensions can lead to errors when accessing certain web sites.

apps8.ams-sga.cra-arc.gc.ca will take you to https://www.canada.ca/en/revenue-agency/cra-canada.html because of that.

[HimaTech]

Hi,

Here are the steps to reproduce the problem:

1. Go to login to the "CRA My Account" on Canada.ca
2. Choose "Sign-in partner"
3. I picked a partner and I got redirected to enter the partner credentials
4. After entering the credentials successful, I get redirected to "https://apps1.ams-sga.cra-arc.gc.ca/gol-ged/awsc/amss/2fa/selectphonemethod"
5. I confirm the phone method, then I receive the OTP
6. After entering the OTP always on the same domain "apps1.ams-sga.cra-arc.gc.ca", I get the error BUT funny enough that it's working now!! I tried a couple of times and it's working.. then I assume that I don't have an issue any more.

Thanks anyway for your prompt responses and interest in solving my issue.

Kind regards,

Ibrahim

[PeterSh]

The website in question was the state-run German ‘Bundesarchiv’ website. That occurred at least a year ago and after a few weeks or so the site was fully accessible again = issue resolved by itself

. Thank you for your attention.

[SashaSasha]

Exact same problem and error message as Bruce Reid.  Timing out when I try to access CRA's website when connected to Bell, but no problem when I use cellular data.  Same problem with bell internet tried on multiple devices, browsers, all updated, no VPN.  

It has not been a problem earlier this year, but we did have a new Bell router installed. Could that be the problem?

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

The CRA's website has many security settings that will prevent access to their site if the input is incorrect.

1. When you try to access the CRA website with a web browser, how far do you get? Are you able to get to the sign in partner page? If so does this open up when selected?
2. When accessing the CRA website, you cannot copy & paste the website.
3. Have you cleared your web browser cache, cookies, history & saved login & password information?  Please do so, then close your browser, restart your computer & go to the CRA website.
4. If your account becomes locked due to entering the wrong passcode too many times, you will be temporarily locked out for 30 minutes. After that period, you can try again. If this happens 3 times, you will be permanently locked out and will need to contact the CRA.

Take care.

[SashaSasha]

This does appear to be a Bell connection problem, as I am able to easily connect to the CRA website using my phone and mobile data.

1. I can get to the CRA website as far as the sign-in partner link, then it times out with the same error message as posted previously in this thread, see below:

 2. I am not copy/paste to get to the CRA site. I tried going to the main CRA page and following the links to sign in partner as well as tried my bookmark to the page.  This worked until earlier this year.

3. I have cleared your web browser cache, cookies, history & saved login & password information as well as checked that Chrome is running the current version.

4.  I am not getting as far as entering a password (and potentially getting locked out).  It times out before that.

5. I spent 45 minutes on the phone with CRA tech support and they are quite firm that the problem is not on their end.

6.  An identical problem encountered when going to any of the gov.ca web pages.  

This is a new change as I have not had problems earlier this year. Could the problem be Bell Modem-specific?  Ours was replaced/updated.

[Peanutsauxfraises]

Same problem here : CRA website problems using Bell Fibe connection (when we log in).

The first time i try to access CRA, it never work using Bell Fibe connection.

Each time, I'm able to connect through Bell Fibe internet connection after some retries and waiting (5 / 10 minutes waiting required between retries).

Each time, produce a lot of frustration... waste of time...

[BellNick · Accepted solution]

Hi all,
For those experiencing this issue, please do the following:

1. Disable any VPN's you may have.
2. Disconnect any third party equipment such as a router from your setup.
3. Perform a Traceroute and share a screenshot of the results.

To perform a Traceroute:

1. Access your modem GUI (192.168.2.1 into a web-browser)
2. Select Advanced Tools and settings 
3. Utilities 
4. Traceroute.
5. Enter the Host (website)
6. Select test.

Looking forward to hearing back.

[Billion]

My problem was solved today. I called Bell yesterday, that may have helped.

[JulienO]

Was there any solution to fixing the CRA problem others on this thread have experienced? I am experiencing the exact same issue with timing out when trying to go to the CRA login. It happens with other government websites as well, for example Public Safety Canada, Border Services Agency, etc. I've found that if the website ends in .gc.ca it will time out and I won't be able to reach the page.

Like others in this thread it's only happening after I switched to Bell and only on my home network (it works when I use my phone's data). It happens on both wired and wireless connections. I have no additional connections to the computer, no VPNs, I've clear cache and cookies, used different browser and everything else mentioned on this thread but nothing seems to work.

[Vanadiel]

I tried those 3 sites and they all work properly, on a Bell connection.

[JulienO]

This is a frustrating response. I've already called Bell about this issue twice now, and they've said they've logged a ticket with their backend teams but haven't gotten any updates about that for over 2 weeks now. Just wanted to check if there was any solution found in this thread so I could potentially get into CRA and do what I need to do. If there wasn't a solution found that's fine I'll just end up calling Bell again.

Other info I forgot to mention, doing tracerts on multiple .gc.ca websites seem to be timing out after it reaches 64.***.95.199 or similar 64.***.95.19X IPs, which appear to be gov Canada IPs

[Vanadiel]

Those are both IP's assigned to Bell, not the government of Canada. It's normal for some destination IP's to time out when you use ICMP (ping), as part of DDOS mitigations.

They do the same for me on a ping, but I can reach them using a web browser without an issue.

It's possible you have another issue, like using a VPN or similar service. Sometimes plugins can cause issue, you can always try an incognito window to see if that makes a difference.

[NowWhat]

I am going to add my voice to the growing list of those people who cannot log in to their CRA account. I am not asking for much, especially when I can access any other non-governmental site/agency. Then within the last two or three days, I tried to log in to my CRA online mail, and it just wasn’t happening. I updated my software on both my Apple & Android phones, made sure things that “might” be responsible were either changed or disabled. Still nothing. I go to an area that has 5G reception (not wifi), and I can access my CRA online mail within 2 minutes. I come back home, try using the wifi, and nope. Not happening. Clearly it is an issue with either the modem itself, or a software issue that I cannot “fix”. I have a lot of patience, but this is not acceptable. I don’t get paid to be the technician, and for what I am paying (not Fibe), I expect better not less. If there is anyone who reads this, and has a bit of experience as to what Bell had to do to correct this, I am interested.