One of the most common support tickets we have are those concerning connecting to our servers. Especially when we setup new ones. Well there is an easy explanation for that and here are some self help things you can do…
Understand first that the Internet is made up of hardware numbering in the millions. They all run different types of software at differing versions. Needless to say communication (as in real life) is not always perfect and there can be times when you can’t get to a website or your favorite cute kitten video. Everybody has experienced it and it can be frustrating. Well, the same can happen to us. We try to stay cutting edge, but that doesn’t help if a downstream server or router is from 1980 and just doesn’t understand what we’re trying to say. So, sometimes these things happen.
Understanding Web Addresses (URL’s)
Without getting too technical: each stream server has a street address called in industry jargon a hostname. That equates to your home mailing address. Lesser known is the ip-address which you could equate to the postal or zip code assigned by your local postal service. Most web browsers accept both and will go somewhere with them, however in our industry we have one more qualifying part and that is called the port. That you could equate to your house number in your mailing address.
Hostname’s rely on a registry service call DNS (domain name system) which couples a human readable hostname with an ip-address. Simply stated: When your computer connects to the Internet, it automatically connects to a local DNS server to get the latest “street” addresses of places you can visit with your web browser. There are millions of DNS servers out there with different versions and now you understand where the breakdown can occur.
One last thing to confuse you with. Web browsers use what’s called a URL (Uniform Resource Locator) which is fancy for the web address you enter into your web browser. It’s made up of parts like your street address that have to be accurately written out in order for you browser to work correctly. So for example to get to a typical stream server you would write: (http://cabhs30.sonixcast.com:9000). Broken down into their constituent pieces, that would equate as follows:
http:// <- protocol: (can be either http:// or https://) we always use http:// for our stream servers
cabhs30.sonixcast.com <- hostname: human readable alias for 220.127.116.11
9000 <- port: separated from the hostname by a semicolon
Boring! I still can’t get to my Stuff:
Well the first thing you should do is see if your server is available for everybody else. Many computer users have a local firewall which may block access to certain ports or as explained aboveor maybe DNS has not replicated to your system. We recommend the use of webpagetest.org to test because they use actual browsers to look up websites and they have loads of locations you can test from. The base URL for our servers is always just the hostname, so you would enter “cabhs30.sonixcast.com” into the webpagetest.org page and after a few seconds you should get something like the picture here:
The only relevant statistic is the “First Byte Time” which equates to how fast the web server responds. It should be rated between A and C and should never go beyond C. Now try the url to your stream server which includes the main port as assigned in boombox (http://cabhs30.sonixcast.com:9000). It can also be found in the customer area at https://www.sonixcast.com. If the “First Byte Time” is classified A through D than your server is online and available for everyone. Just not for you if you can’t get to it meaning one of two things: A) the port is being blocked by you local firewall or B) DNS has not been replicated to your computer.
Diagnosing my access
The quickest way is to start backwards. Open a browser and copy “http://cabhs30.sonixcast.com” (without the parenthesis of course) into the web address field. If you get a timeout or error connection message, this usually means a DNS problem. The easiest way to fix this is to shutdown your computer, unplug your router (if you have one), plug your router back in, start your computer and then try “http://cabhs30.sonixcast.com” again. If it works try your stream server by adding a semicolon and your main port to the web address and hit enter (i.e.: http://cabhs30.sonixcast.com:9000). If you see your stream server page, everything is fixed and you can broadcast. If not try the ip-address (i.e.: http://18.104.22.168:9000) and if that works, the DNS at your provider is not updating and you either have to contact them or consider using a public DNS on your computer. We recommend using Google Public DNS as they are the fastest and easiest to setup. Here a how-to: Google Public DNS.
For techies: Windows users can save the PC restart by type “ipconfig /flushdns” in the process above, however you should restart your router first.
If the above doesn’t work for you, see if you have a firewall installed on your computer and turn it off or suspend it. Try the address again and if it works, then you need to allow outgoing port access or setup unlimited outgoing access for your browser. I’m sorry this section is not very verbose, but there are so many firewall types out there that I would be writing how-to’s until next year.
If all else Fails
Our firewall generally does not block you willy-nilly, however it will block you if you do something malicious (like try to hack in) or if you enter your ftp or control panel password incorrectly three (3) times in a row. In the later instance it only blocks you for 30 minutes and then you can try again. But if you just can’t figure it out visit this website http://whatsmyip.net/, copy the entire number after “Your IP Address is” and paste it into a support ticket along with your main port number and send it off. Our team will then help you figure it out.