- Getting Started
- Product Introduction
- Purchase Guide
- API Documentation
- FAQs
- Service Level Agreement
- Contact Us
- Glossary
- Getting Started
- Product Introduction
- Purchase Guide
- API Documentation
- FAQs
- Service Level Agreement
- Contact Us
- Glossary
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 IPThe 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 exceptionalThe obtained HTTPS request IP is normal | Submit a ticket for assistance |
| Node features are exceptional | Users in specific regions or ISPs | The 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. |
| 513 | 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 | |
| Other errors | Troubleshoot based on the specific error message |
How do I quickly locate a domain name access exception?
- 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.
- 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.
- 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.
- 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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