During an ice storm, I received a valid connection and network (IP) address, but still nothing would work.
After I did my own testing, I had to call the support line. Level 1 was “basic troubleshooting” and took 30 minutes. Level 2 was “desktop support” and took another 45 minutes, including a reboot. Final, disabling the “Acceleration” feature in Communications Manager solved the problem.
The process to fix this in Communications Manager:
- On the menu bar, choose [Tools] and then [Settings].
- Select the Acceleration tab.
- Change Startup Type to Manual.
- Click on [OK].
What was frustrating was that only Firefox reported the redirection properly. Attempting to browse www.google.com started, and then redirected to 18.104.22.168. But only Firefox showed this in the status bar. More frustrating was that this symptom (“connecting to 22.214.171.124“) should have been in the troubleshooting guidelines for the support staff.
The support staff would really not listen to the things I had already tested — they had to use their pre-defined process. I don’t object to a well-defined process, but when I can report a valid IP address and name server, it is entirely possible to skip past much of the checklist.