News: Bad Unifi Routing Making Websites Inaccessible

Incident:

Title: User cannot access our cPanel and their own website

Cause: Unifi Bad Routing

Affected User: Unifi User

Time: Starting 9PM 30/7/2024

ETA Fixes: N/A

 

Description:

We received complaints from our customer that their unifi internet cannot access our website. After testing and confirming with several user and also all our staff, we have done an extensive test in which the conclusion would be that Unifi user (not all, but some) currently has bad routing issue to our ISP Jimat Technology Solution.

We are trying to contact Unifi, but their support at this late at night is only via email, and thus we are still waiting for their reply.

In most cases (and this happens from time to time), this routing will be fixed on its own after some time (around 3-8 hour), but it remains to be seen how long. Each cases varies.

What you can do, if you need to access your website now, is to change your DNS to google using 8.8.8.8 and 8.8.4.4. ( https://www.pdq.com/blog/change-dns-server-settings-in-windows/ )

You can also test on your phone by disconnecting your wifi, and using your mobile data, you will see that you are able to access your website normally. Only unifi user has this issue.

 

We will update this news from time to time and will keep monitoring unifi routing for this.