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Xfinity xFi "Content from e.infogram.com/ was blocked"

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Regular Visitor

Xfinity xFi "Content from e.infogram.com/ was blocked"

@ComcastChe

I noticed that you had replied to another user on a related topic and I'm hoping you can help expedite either a solution or some form of response.  I'm a member of the University of Michigan Web Team that supports the health system and a service we use, infogram.com, to embed web accessible infographics for our patients and their families is being blocked/filtered by Xfinity.

 

A little more than a week ago we noticed issues with some devices not being able to load the frames served via e.infogram.com.  We initially thought this was a browser security setting, cache issue, etc…, but when we dug in a little deeper, we noticed that Xfinity appears to be treating Infogram traffic as a security threat, but only if xFi security is enabled.

 

Given the market share of Xfinity in the metropolitan Ann Arbor area, we're concerned about how widespread this issue is.

 

Is there anything that Xfinity can do to investigate why a particular site is being blocked/blacklisted?

 

As an Xfinity customer, and as a member of the team that helped implement the Infogram.com service, there’s some degree of irony that I can’t get to it myself.

 

A few images of what we're seeing are below:

 

Below, and as a Xfinity customer using xFi, is how the blocked content loads when I visit the UofMHealth.org Covid-19 Update page:

Screen Shot 2020-03-24 at 8.47.30 AM.png

 

This is the error we receive when I try to go to the infogram.com site:

 

Screen Shot 2020-03-24 at 8.46.54 AM.png

This is the view from the xFi app

 

 

20200323_xFi.jpg

 

 

Thank you for any assistance you can provide.  

 

Sam

 

 

 

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Expert

Re: Xfinity xFi "Content from e.infogram.com/ was blocked"


@keithsm wrote:

 

but when we dug in a little deeper, we noticed that Xfinity appears to be treating Infogram traffic as a security threat, but only if xFi security is enabled.


FWIW, just keep it disabled for now as a workaround. It's buggy ! And there is currently no way for an end-user to be able to whitelist anything.



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Regular Visitor

Re: Xfinity xFi "Content from e.infogram.com/ was blocked"

The issue is resolved and I'm assuming it wasn't by accident.

 

Thanks to whomever on the Xfinity team / @ComcastChe was able to have a look at this!

 

Much appreciated!

 

Sam 

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Official Employee

Re: Xfinity xFi "Content from e.infogram.com/ was blocked"

Hi @keithsm

Thanks for following up to let us know you're now able to access the website. Although it would have been nice to be the hero in this, I didn't get to test my luck with troubleshooting on this, so I can't take all of the credit, lol. We have to thank our engineers and security team for quickly jumping into action after receiving reports from our customers about this same issue. 

 

Either way, I'm happy we got it taken care of. Please let us know if there's anything more we can help with in the future. We appreciate you for being a loyal customer. Take care! 


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Re: Xfinity xFi "Content from e.infogram.com/ was blocked"


@ComcastChe wrote:

We have to thank our engineers and security team for quickly jumping into action after receiving reports from our customers about this same issue. 


FWIW, this is very widespread here @ComcastChe....... For a month now I've been telling customers here to just disable the advanced security feature altogether. Can those teams be told that ? And that there should be a way for the end user to be able to whitelist the sites that they need to be whitelisted ?



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Re: Xfinity xFi "Content from e.infogram.com/ was blocked"


@EG wrote:

@ComcastChe wrote:

We have to thank our engineers and security team for quickly jumping into action after receiving reports from our customers about this same issue. 


FWIW, this is very widespread here @ComcastChe....... For a month now I've been telling customers here to just disable the advanced security feature altogether. Can those teams be told that ? And that there should be a way for the end user to be able to whitelist the sites that they need to be whitelisted ?


I noticed. There was also another issue with a site regarding Covid-19 that they were investigating and have since resolved both. I do have a connection in the Tier 3 department to let them know about your workaround and see what they have to say. 


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Re: Xfinity xFi "Content from e.infogram.com/ was blocked"

Thank you @ComcastChe ! I'll let you know if I continue to see posts about sites being blocked until the customer disables the advanced security feature. I mean what good is it if it blocks everything..



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Re: Xfinity xFi "Content from e.infogram.com/ was blocked"


@EG wrote:

Thank you @ComcastChe ! I'll let you know if I continue to see posts about sites being blocked until the customer disables the advanced security feature. I mean what good is it if it blocks everything..


You're welcome! Please do let me know and I'll get it up to tier 3 for further investigation. And I agree, doesn't really make sense to me, but we'll get it straightened out. 


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