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  1.    #1  
    Anyone else here using Goodlink software on their Treo? I enabled the unlimited data plan on my device, and need to use the ISP@CINGULARGPRS.COM connection because of the VPN client I use. But I am noticing that when I do this it breaks Goodlink! (all my other applications continue to work fine) If all I do is switch back to WAP@CINGULARGPRS.COM, then GoodLink is happy... but I'm mad because it's forcing me to do something that breaks my other apps.

    So.... I'm wondering if anyone else here has run into something similar and has suggestions. My inclination is to suspect someone's firewall configuration, but I'm not entirely sure.
  2.    #2  
    Well, I've been attempting some of my OWN troubleshooting and found that the IP address my Goodlink s/w is trying to hit is 198.76.161.10 (what appears to be a goodlink server). By using the ping function in the Network prefs panel (view log), I was able to confirm that I *can* ping this IP address when using WAP@CINGULARGPRS.COM but not when I'm using ISP@CINGULARGRPS.COM or ISPDA@CINGULARGPRS.COM. Knowing that the IP ranges for each are different, and especially that WAP is a NAT'ed interface going through a WAP gateway... this leads me to suspect someone is filtering (or mis-routing) somewhere, but I can't pinpoint exactly where that is.... because I can't find a traceroute utility for Palm OS to save my life.

    I have run pings against this address from other net hosts and at least one gave the following trace:

    $ traceroute 198.76.161.10

    traceroute to 198.76.161.10 (198.76.161.10), 30 hops max, 40 byte packets
    1 172.16.23.1 (172.16.23.1) 2.538 ms 1.539 ms 1.86 ms
    2 adsl-66-218-52-1.dslextreme.com (66.218.52.1) 13.363 ms 13.364 ms 12.786 ms
    3 f0-1-1.cr1.sjc1.dslextreme.com (66.218.44.57) 20.767 ms 12.68 ms 13.703 ms
    4 ge-8-0-142.ipcolo2.sanjose1.level3.net (63.215.203.65) 13.687 ms 13.604 ms 13.99 ms
    5 4.79.42.6 (4.79.42.6) 15.492 ms 15.437 ms 16.49 ms
    6 * * *
    7 * * *

    Anyone have any ideas what IP address 4.79.42.6 is? I can't seem to find any info on this.

    Goodguy... any clues why a public IP (versus NAT'ed WAP) would have such a hard time connecting to your servers????
  3. #3  
    You have gone beyond my level of expertise on this one. Let me see if I can find some answers.
  4.    #4  
    I was finally able to get my Powerbook G4 to tether via BT to my 650, so I was able to capture traceroutes from the Cingular network itself. As such, I posted the following on the Cingular support forums (http://forums.cingular.com/). I include it here in case anyone else has seen something similar or can separately verify my results.

    I am a GoodLink user but have been having difficulty with using the service. I have found reproducible evidence that this happens ONLY when I use ISP or ISPDA (@CINGULARGPRS.COM) from the isp.cingular APN. It consistently functions correctly when I connect to GPRS using WAP@CINGULARGPRS.COM (APN wap.cingular).

    I am using a Treo 650, and was able to verify that I could ping the server 198.76.161.10 (the goodlink server in question) using WAP but not using ISP/ISPDA *from the device itself*. They have nifty ping utility built in for troubleshooting. But in order to verify a suspected *routing* problem, I had to be able to run some form of traceroute.

    To do the traceroute, I tethered my laptop using both WAP and ISPDA and ran traceroutes to compare what was happening in both cases.


    WAP@CINGULARGPRS.COM TRACEROUTE RESULTS:

    bigbird$ traceroute 198.76.161.10
    traceroute to unknown-198-10.corp.good.com (198.76.161.10), 30 hops max, 40 byte packets
    1 66.102.164.7 (66.102.164.7) 1546.87 ms 687.784 ms 908.559 ms
    2 66.102.164.3 (66.102.164.3) 746.446 ms 717.897 ms 704.547 ms
    3 66.102.164.33 (66.102.164.33) 741.572 ms 731.377 ms 697.8 ms
    4 66.102.163.177 (66.102.163.177) 709.476 ms 699.998 ms 721.541 ms
    5 66.102.184.218 (66.102.184.218) 903.4 ms 659.517 ms 717.608 ms
    6 66.209.14.11 (66.209.14.11) 721.972 ms 717.879 ms 720.962 ms
    7 unknown-198-10.corp.good.com (198.76.161.10) 791.219 ms 799.899 ms 775.139 ms


    ISPDA@CINGULARGPRS.COM TRACEROUTE RESULTS:

    bigbird$ traceroute 198.76.161.10
    traceroute to 198.76.161.10 (198.76.161.10), 30 hops max, 40 byte packets
    1 66.102.160.10 (66.102.160.10) 910.688 ms 1324.82 ms 708.449 ms
    2 66.102.160.1 (66.102.160.1) 1295.29 ms 721.725 ms 711.73 ms
    3 10.45.80.111 (10.45.80.111) 1253.83 ms 689.666 ms 1151.92 ms
    4 10.45.80.1 (10.45.80.1) 1242.38 ms 635.223 ms 693.022 ms
    5 * * *



    As you can easily see, there is a disinct difference between the routes... and the routing during the WAP connection works properly. Unfortunately, I don't have DNS information for the 66.102, 66.209, and 10.45.80 servers. But since my network connection originates on the Cingular network, I fully trust that a network engineer within Cingular can make sense of these IP's and use this info to help diagnose and (PLEASE!) resolve the issue.

    I further trust that since this forum has formally gone ORANGE that we're done with the whining about how Cingular can't really do it's support in these forums. I also trust that the details I have placed here aren't going to be something I can communicate to a support bot over the phone.

    I really need help here guys, and I'm really hoping that you'll take note and make it happen.

    Sincerely,

    Bill Taroli
  5.    #5  
    OK.... finally got to someone at Cingular who got a support ticket created for this. There haven't been any other complaints here from others affected. But as I learn more I'll continue to post updates here. Never know when someone else will slam up against a similar problem.
  6. #6  
    I'm having the same issue and I'm getting sick of swapping back and forth between WAP + ISP ...... any word from Cingular or Good?
  7.    #7  
    I haven't talked to them since the 14th. I have my case number for reference, so I'll try chatting them up today and see if they haven't "filed" my complaint already. ;-)
  8.    #8  
    Called them today and found that they apparently hadn't even forwarded the ticket to the network team responsible for handling these kinds of problems. My suggestion to anyone else having this kind of problem is to call Cingular at 866-490-2666 to report it.

    In my case, I had already done device-based ping tests and did traceroutes from a PC tethered to the phone over BT DUN (to be sure I was testing from the IP address of the phone itself).

    I am curious, too, to know what IP address you're seeing for the Goodlink server in the "Status" GL Prefs panel.... ? The one I get is 198.76.161.10.

    GoodGuy: Can you tell us how the server IP address is chosen?
  9. #9  
    Quote Originally Posted by taroliw
    GoodGuy: Can you tell us how the server IP address is chosen?
    No idea, but I can ask.
  10. #10  
    I also see 198.76.161.10 as the server IP ....... I'm in the Philadelphia area .......
  11.    #11  
    I'm guessing it's just a virtual IP, probably load balancing for several systems (or a cluster)... but still no joy from Cingular on trying to troubleshoot the problem. I did get an SMS update from them, but only to say they were still looking into the problem.
  12. #12  
    I checked with one of our engineers here and he seems to think there may be an issue with your VPN blocking a port that GoodLink uses, which may explain why you can connect via WAP, but not via ISP. Is anyone else with your organization having the same issues using your VPN client and GoodLink?
  13.    #13  
    Quote Originally Posted by GoodGuy
    I checked with one of our engineers here and he seems to think there may be an issue with your VPN blocking a port that GoodLink uses, which may explain why you can connect via WAP, but not via ISP. Is anyone else with your organization having the same issues using your VPN client and GoodLink?
    That would be a great suggestion... if I was using VPN. :-)

    In this case, I'm hitting this over the "Internet" -- via Cingular WAP or ISP service. As I've noted, I *have* opened a support request with Cingular (4/14/05), but as yet no joy. They are "working on it". ugh.

    I do remember overhearing a conversation during my last phone call with them... something about the route indicating that something was crossing over with TMobile... but this just makes me think they've got their routing wrong, or that they somehow trap on the IP address in this case, assuming that it should route through TMobile's network? Beats me.

    Is there an alternative IP address I can use? How would I tell it to use it? Feel like a helpless passenger in a car with a flat tire...
  14.    #14  
    Wow... well, it seems the plot thickens. Now I can't seem to ping this thing (198.76.161.10) from any of my usual network locations.... but it's still working on my WAP connection. I so wish SOMEONE could tell me (1) what this IP address is, (2) why my [and at least two other users I've heard from] is choosing it, and (3) how I cause it to choose something more appropriate (e.g. working).
  15. #15  
    I'm sorry, your initial post said
    I enabled the unlimited data plan on my device, and need to use the ISP@CINGULARGPRS.COM connection because of the VPN client I use.
    The other issue may be the CING/ATT merger. This has caused some issues with CING users, from what I understand.
  16. #16  
    Quote Originally Posted by taroliw
    Wow... well, it seems the plot thickens. Now I can't seem to ping this thing (198.76.161.10) from any of my usual network locations.... but it's still working on my WAP connection. I so wish SOMEONE could tell me (1) what this IP address is, (2) why my [and at least two other users I've heard from] is choosing it, and (3) how I cause it to choose something more appropriate (e.g. working).
    Hmm...have you tried reprovisioning your phone?
  17.    #17  
    Quote Originally Posted by GoodGuy
    I'm sorry, your initial post said

    The other issue may be the CING/ATT merger. This has caused some issues with CING users, from what I understand.
    Oh, sorry for the confusion... the reason I need to use the ISP* profile with VPN is that the WAP gateway blocks ports the VPN client needs to function. But because my GL client hasn't worked over ISP* due to this routing problem (or perhaps IP address selection) I'm forced to use WAP. I wind up having to choose between VPN -- which I use less frequently, when I need to do stuff at work and am away from the office -- and Goodlink, which I'd rather not have to do.
  18.    #18  
    Quote Originally Posted by GoodGuy
    Hmm...have you tried reprovisioning your phone?
    Twice. Once several weeks ago to resolve an issue with the network list not being current in my SIM and second about a week ago, since Cingular was concerned that my provisioning might be wrong and causing the routing problem. Neither caused a change in the behavior trying to reach 198.76.161.10.
  19. #19  
    Quote Originally Posted by taroliw
    Oh, sorry for the confusion... the reason I need to use the ISP* profile with VPN is that the WAP gateway blocks ports the VPN client needs to function. But because my GL client hasn't worked over ISP* due to this routing problem (or perhaps IP address selection) I'm forced to use WAP. I wind up having to choose between VPN -- which I use less frequently, when I need to do stuff at work and am away from the office -- and Goodlink, which I'd rather not have to do.
    OK, have you (I am sure you have) tried to access GoodLink with the ISP* without the VPN client running, or even installed? The other thing you may want to consider is a complete OTA reinstall by getting your GoodLink admin to delete your account off of the GoodLink Server, then re-create your account and download the client and do a complete reprovision.
  20.    #20  
    Quote Originally Posted by GoodGuy
    OK, have you (I am sure you have) tried to access GoodLink with the ISP* without the VPN client running, or even installed? The other thing you may want to consider is a complete OTA reinstall by getting your GoodLink admin to delete your account off of the GoodLink Server, then re-create your account and download the client and do a complete reprovision.
    Well, they can't do OTA because they aren't running 4.0. But they did completely delete and re-create my profile. But it still won't connect over WAP -- right from the get-go. We're going to try and revert it back to 3.8 and see if that fairs any better. What a hassle...
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