mpatters72's profile

New Poster

 • 

3 Messages

Tue, Jan 12, 2021 7:00 PM

SSL error seen only by comcast users loading Adobe Website

A large number of comcast ISP users (100s) report an SSL Error when loading https://spark.adobe.com

 

People using other ISPs do not have this problem.

At least 1 case in Seattle, WA area and one in Moraga, CA

 

Note https://spark.adobe.com has 20 SubjectAlternateName entries in the SSL certificate.  Not sure if that's at all related.

 

"ERR_SSL_PROTOCOL_ERROR" is the message.

 

One user reports having the following router:

model name CGM4140COM, firmware CGM4140COM_4.4p8s1_PROD_sey

 

When they use other Internet providers with the same machine the problem goes away.

 

Is there anyway you can fix this production outage potentially affecting 10s of thousands of users of the Adobe Spark webservice or help to explain what rules are in effect so that we can adjust please?

 

Experienced on multiple machines, browsers, including MacOS Chrome browser.

Responses

New Poster

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1 Message

9 m ago

Please fix, thank you Comcast.

New Poster

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1 Message

9 m ago

Please fix this issue.

jlavaseur

Problem Solver

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629 Messages

9 m ago

it loads perfect for me, no errors, i am in the northeast

New Poster

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3 Messages

9 m ago

Do you have Xfi Advanced Security enabled @jlavaseur ?

New Poster

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3 Messages

9 m ago

@ComcastCll @ComcastCSV @ComcastPri @ComcastJP @ComcastJC @ComcastRachelH @ComcastMeg @ComcastDan @ComcastJK @ComcastAl 

 

Xfi Advanced Security has stated incorrectly classifing us this way starting yesterday: Content from spark.adobe.com was blocked and is classified as: Phishing/Other Frauds.

 

Can we please have this fixed today?  We are designed to run in classrooms and have appropriate and active abuse management system in place.  If there is anything of concern.

jlavaseur

Problem Solver

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629 Messages

9 m ago

No I don't use that..

Official Employee

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2.8K Messages

9 m ago

Hi everyone! Thank you for posting here and making us aware of what is taking place. This might be something @CCAntiSpam can help with.

Official Employee

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98 Messages

9 m ago

Hello,

 

Currently I am not seeing any blocks for Xfi Advanced Security . I am also able to access the website on Comcast networks. If this issue is still continuous, please feel free to tag me on a message and we can gather more details. 

Visitor

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1 Message

6 m ago

Hello @ComcastSPAAbuse I'm having the same error. All users that visit robtheuniverse.com from an Xfinity account are shown the error ERR_SSL_PROTOCOL_ERROR. Is there a solution in place for this problem? Thank you.

Official Employee

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585 Messages

1 m ago

Hello, If you believe that Xfinity Advanced Security is blocking a website or domain, a ticket can be opened through https://spa.xfinity.com/ to review and process accordingly. These ticket requests may take up to 24-48 hours to fully process.

EG

Expert

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89.6K Messages

1 m ago

@XfinityCSAEmail Thanks for posting that info !  8 month old dead thread now being closed.

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