Access Service

Last updated: 2020-04-28 14:50:54

    How do I get the cache node IP accessed by a client?

    The ECDN platform uses the X-Forwarded-For header field to pass user's real IP address for origin-pull by default.

    Why is the obtained client IP address different from the user's real IP address?

    If the client IP address obtained by the origin server from the X-Forwarded-For field is different from the user's real IP address, it may be caused by the following factors and can be solved in the following ways:

    Cause Scope of Affection Other Characteristics Solution
    The user uses a proxy server for access Specific users The IP obtained when the user directly accesses the origin server is also exceptional This problem is on the client. Cancel proxy or allow getting the proxy server IP
    The origin server load balancer modifies the header All users The obtained IP is the ECDN intermediate node IP
    The user can directly access the origin server normally
    Modify the origin server load balancer configuration, but do not modify the content of `X-Forwarded-For`
    User access is hijacked Users in specific regions The obtained HTTP request IP is exceptional
    The obtained HTTPS request IP is normal
    Submit a ticket for assistance
    Node features are exceptional Users in specific regions or ISPsThe IP obtained when the user directly accesses the origin server is normal This problem generally does not occur. If it occurs, you can submit a ticket for assistance

    What should I do if an exceptional status code is returned for access with ECDN?

    The causes and solutions for common exceptional ECDN status codes are as follows:

    Status Code Cause Solution
    404 The content requested by the user does not exist on or has been deleted from the origin server Check whether the requested content exists on the origin server or modify the request link.
    The domain name acceleration service has not been enabled, or the domain name has not been connected to ECDN Connect the domain name to ECDN and enable the acceleration service.
    522 The content of origin server's response is invalid The content of the origin server's response obtained by the node is incomplete or is in an incompatible format. You can submit a ticket for assistance.
    523 Access requests from a certain region surge and are therefore blocked Access requests from a certain region surge, which are suspected as attack traffic and automatically blocked by the platform. If you are sure that they are not attack traffic, you can submit a ticket to apply for canceling the access limit.
    529 The domain name is newly added, and the route configuration has not taken effect It takes 5–10 minutes for the platform to deploy the configuration. Please confirm that the configuration has taken effect before switching the CNAME resolution.
    The ping command is blocked by the origin server, and the origin-pull route information cannot be obtained You need to grant the ping permission on your ECDN intermediate nodes. You can submit a ticket to get the list of IPs of ECDN intermediate nodes.
    538 SSL handshake between the node and origin server fails Generally, this problem is caused by origin server network, SSL protocol, or algorithm incompatibility. You can submit a ticket for assistance.
    564 HTTPS origin-pull connection is closed due to exception
  • If the 564 error occurs for a high number of requests on the ECDN platform, it is generally caused by node egress network exceptions.
  • If the 564 error occurs on certain origin servers, it is generally caused by egress network exceptions of your origin servers.
  • Other errors Troubleshoot based on the specific error message
  • Check whether the error status code is a response from the origin server.
  • If not, you can submit a ticket for assistance.
  • How do I quickly locate a domain name access exception?

    1. Check for the domain name resolution problem.
      • Check whether the domain name resolution takes effect through DNS resolution and check whether the problem is caused by incorrect authoritative DNS resolution.
      • Check whether the client can get the node IP normally to confirm whether the user's local DNS resolution is exceptional.
    2. Compare the response content before and after the acceleration.
      • If the response of direct access to the origin server is exceptional, the access failure may be caused by exceptional origin server service.
      • If the response of direct access to the origin server is normal, the problem may be related to the ECDN platform and needs further troubleshooting.
    3. Confirm the affection scope.
      • If access requests of only a small number of users are exceptional, the problem is generally caused by the client network. In this case, you can change the access network or access node and try again.
      • If affected users are in a certain region or ISP, the problem may be caused by service exceptions on some nodes, and you should immediately submit a ticket for assistance.
      • If access requests of all users are affected, the problem may be related to the origin server or acceleration platform, and you should immediately submit a ticket for troubleshooting.
    4. Check whether the problem can be reproduced.
      • The problem is occasional and cannot be reproduced. It is generally caused by ISP network jitters and can be recovered automatically.
      • The problem can be reproduced when the access request is sent again. You can submit a ticket describing the access environment and error symptoms for assistance.

    What information should I provide when contacting the customer service for assistance?

    If you cannot solve a problem by yourself, please contact us to report the fault and provide the following information for faster troubleshooting:

    • Problem description and whether the problem can be reproduced.
    • Information of domain name/origin server address where the problem occurs.
    • Screenshots of the status code and error page.
    • Screenshots of pinging acceleration domain name when the problem occurs.

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