links unable to open

  • I wonder if anyone has any ideas as when I attempt to open links from my BBC promotion emails, I see a "This site can't be reached, the connection was reset" error. My internet connection is 100% solid and I have Flash enabled for this site. I would have liked to have attached a screenshot but I don't think that is possible.
    I cannot see anything within Kaspersky Internet Security 2018 that would be involved and I have never had a problem with these BBC email links until about two weeks ago. These are simply links within official BBC emails which all start with the quoted URL and take you to various programme information.

    Here is one example in full:
    I am using Windows 10 x64, version 1709.
    Thank you in advance for any guidance that may assist me.

  • @ammt Well, I'm on Linux atm; but your example link takes me to a list of episodes of the programme "Motherland" (BBC iPlayer).

    My first idea is to eliminate extensions, so try with a clean/fresh profile (just to test). Rename your default profile (as described in this link) and re-check.

    More info on your Vivaldi version might be useful if that doesn't work.

    Edit: Just checked link on Win 10 Pro (x64); same list of episodes displayed for me.

  • 0_1514821213980_Vivaldi BBC links error.jpg Hi TbGbe

    I apologise as I haven't revisited the forum recently and had not seen your helpful suggestion!

    I do understand that you do not have the issue I described. I followed the guidance on the link supplied regarding renaming my Default folder which held my Vivaldi profile data but when I re-opened Vivaldi, sadly, I still had the same issue and interestingly, I have the same issue when I attempt to open these BBC email links in my Edge browser so this is clearly not a Vivaldi specific problem. I have now deleted the new Default folder and reinstated the original folder as my "Default".

    I am very baffled by this as I have not always had this issue and my PC is kept very clean with no rogue software or malware on board so I really do not know how this "Page cannot be found" issue started. All I do know is that I have no problems at all reaching any other URL's in Vivaldi or Edge. Although the error page only displays the first part of the URL, "" it is definitely receiving the complete, extended address from the email links.

    As this is specifically regarding links from BBC emails, I will look closer at my Postbox email client although then again, I am not aware of any similar issues with other links from emails so the plot thickens! By the way, I am currently using Vivaldi version 1.13.1008.40 (Stable channel) (64-bit).

    I will continue my investigation so I thank you again for responding and naturally, please do not hesitate to offer more suggestions if you should think of any.

    Kind regards, Alan (AMMT)

  • @ammt said in links unable to open:

    I have the same issue when I attempt to open these BBC email links in my Edge browser so this is clearly not a Vivaldi specific problem.

    I cannot see anything within Kaspersky Internet Security 2018 that would be involved

    As it affects Edge as well, I would recheck Kaspersky - maybe an update to that has broken something?
    You could always try disabling (or may even need to remove it, some AVs don't really disable) to check.

  • I don´t have KasperSky installed and I tried in Firefox and the site can´t be reached, so this is probably a problem with something else and not the browser or the antivirus you mention.

    It appears the site is down:

  • @ammt When I visit that BBC link, I get a completely white page simply stating:

    Click the link below if the page does not load in 5 seconds
    Go to your link

    If I click on any of that text (or anywhere else on the blank page), nothing else happens - the page is "dead". This all gives the same page and same 'deadness' with multiple browsers, some having no extensions, on this system.

    When I examine the source code for the white-page, I don't see a referral link anywhere, so the "Go to your link" appears to be dead-ended for some reason in the code. I'm guessing that the site's server is examining the incoming request packets from our systems and auto-deflecting the request to this page based on IP locale or something common to the user-agent strings for the various browsers. I'm in the eastern US, and running Win10-64.

  • @tbgbe Thank you for your prompt reply. I have now opened a support ticket with Kaspersky regarding this issue just to establish whether someone there might recognise this odd behaviour and can point me to something at this end which may possibly help me crack this frustration.
    Curiously, when I click on these links within my Gmail app on my iPhone, they open and display without a problem so it does look as though the site is available at this time. Having said that, witchtech has also kindly come back to me with the link, and as I type this, the BBC server status is showing as being "down" whereby the server is not responding which now confuses me even more as it is working via my iPhone as I said!
    I'll keep digging!

  • @witchtech Many thanks for that link. I am even more confused now because as you rightly point out, the BBC server involved is reported as "not responding" but these BBC email links are actually opening fine at this time when I access them via my Gmail app on my iPhone so I'm not sure where that leaves me. However, I have contacted Kaspersky just in case they can throw some light on this issue. I do appreciate your response.

  • @ammt I don´t know how accurate that isitdownrightnow site is, I have no idea if it also works with redirecting links like the one you posted. What I suspect is that when you click on that link it detects you are on your iPhone and redirects you to the mobile website.

    Your best option is probably contacting BBC support team if available, or somebody else who is receiving the same newsletter and compare results. I don´t think this is a Vivaldi problem.

  • @blackbird Many thanks for responding. I have contacted Kaspersky in the hope that they might be able to help me as I use Kaspersky Internet Security 2018 and it is worth a try at least. It does appear that the site might currently be down when you check in which might explain your findings, only I can access these emailed links when I access them via the Gmail app on my iPhone so that seems rather contradictory to me!
    I am baffled but I am determined to get to the bottom of this issue!

  • @ammt
    That´s the spirit! Please keep us posted with the solution if you find out, I am puzzled about it too.

  • Sorry I can't help but I have found this thread because I'm having the same issue. I'm win8.1 64bit, browsers chrome, firefox and IE all fail, all other emails with links fine. It's just the BBC. Good luck with contacting them, only via webform, I don't think you get anyone technical, my reply illustrated they hadn't really read my submission. I wondered about DNS servers, I use OpenDNS, so I tried google, no different. I am using Kaspersky, so we have that in common, I hadn't considered that as a possible cause. Whatever is going on is very obscure. I hope one of us finds the cause soon.

  • @AMMT Prompted by your mention of Kaspersky although you didn't mention why (I also have KIS but 2017 - I trawled settings to see if I could find anywhere to trust the bbc links. I couldn't find any thing to help but completely disabling protection and refreshing the link in the browser and it resolves the page, reinstate the protection and it fails again. Of course, it can't be Kaspersky unique if @witchtech and @Blackbird report the same behaviour and don't have KIS. Please post if you get a response from Kaspersky.

  • @wphil said in links unable to open:

    ... Of course, it can't be Kaspersky unique if @witchtech and @Blackbird report the same behaviour and don't have KIS. ...

    I just checked the second link in @AMMT's original post again today after not trying for a few days, and now the BBC page opens and works fine and seems to function properly for its links. I'm not sure just what was going on here with the site. Moreover, the first time I re-visited the site today, I was unable to revert Vivaldi to the prior page I was on before going to the BBC site... repeated attempts to back up failed. After directly going to another URL via a bookmark and again visiting the BBC site, everything quieted down and both the site and Vivaldi's backing up to the previous page all work OK now. I suspect some peculiar page coding, but who knows! So... if the site still doesn't work for you, it may indeed be related somehow to your KIS program.

  • Thanks. I've been tinkering (best word) with KIS and there is some odd behaviour I can't quite pin down. I've tried to find various places to put some trust entries, nothing worked. However, it is not as simple as turning protection off and on.

    So far I think I have found that I can turn off the firewall or private browsing and if I try a link while off and then turn protection back on I can often get that link to then work and from then on that link is remembered, but only that specific link. Some times the link fails at first and then refreshes and is then okay. There must be something really odd with the BBC redirects that KIS doesn't like but somehow can learn given the right conditions.

  • @wphil Out of curiosity, in looking deeper at the site, I find some peculiar behavior. If I clear the site from Vivaldi's cache, upon next visiting the site, I get a momentary "site not found" message that quickly (~1 second or so) auto-redirects to the sought-after page. Thereafter, if the page remains cached, subsequent visits go immediately to the sought page. Navigation within the page results in multiple and frequent redirections, hence the seeming difficulty of backing up from within Vivaldi... I was finally able to back out after 15-20 rapid back clicks.

    The site code is extremely complex, with a lot of testing and examination of analytics results and sniffing of visiting-browser/system capabilities. Probably much of this is due to the fact that the site is carrying copyrighted media that falls under UK paid-television-viewing laws, and involves local currency, UK region, UK language, and the nature of the visting user's video/TV player. Many of these tests and evaluations involve JavaScript 'calls' to numerous and multiple URLs and analytic evaluations of the visiting-system scenario. 3rd party cookies and Flash player are required for compatibility with the site.

    The site's own reference information indicates the need for a visitor to be covered by a UK TV license to watch programs on any channel or to download programs to an iPlayer. If one is located outside the UK, different pages/information are served up that block usage of BBC's iPlayer, CBBC, and CBeebies, plus adverts will appear in some parts of the BBC.

    The point of all this is that there is a great deal of analytics testing, redirection, and sniffing going on by the website code, with results depending on a visting system and its apparent geographic origin. The end result is a lot of necessary handshaking within the browser, any of which if blocked or interrupted by either the browser or AV could interfere with things. This may require KIS assistance to find out how to get it all past that AV.

  • Thank you to all the above respondents for their feedback. I have digested all your comments and I can certainly relate to them all and I too have experienced the "auto-redirects to the sought after page" that @wphil has witnessed under those circumstances. It does appear that this initial link from the BBC emails is quite complex in the processes and handshakes involved in order to display the intended webpage.

    To bring you up to-date, after contacting Kaspersky Support and supplying them with very specific details, they promptly replied with a request to firstly switch off KIS 2018 and try the links and then secondly, just "Pause" the protection. Both of these conditions enabled me to open the links successfully. They then asked me to disable all of the individual protection components of my KIS and then switch on each one, just one at a time from the top to see if a particular protection element was causing the "Page not found" issue. With only "File Anti-Virus" on, I was still able to open the links. I then deleted the Internet Cache and Cookies and tried again with only "File Anti-Virus" and "Web Anti-Virus" on. I quickly discovered that it was the "Web Anti-Virus" element that appeared to be the issue as the page error returned. On passing this info onto Kaspersky, they then replied with instructions for collecting traces of the issue as it occurred plus they also pointed me to their Getsysteminfo facility which I then executed and replied back with the two zip files produced.
    They quickly acknowledged my information provided and have advised me that they have forwarded the issue to Kaspersky Labs HQ for further investigation and assistance and will get back to me as soon as they have a reply.

    Needless to say, I will post another update as soon as I get that reply. Thanks again to everyone here for their useful feedback.

  • Moderator

    @AMMT Thanks that you contacted Kaspersky to investigate the issue.

  • @ammt Regardless of ultimate outcome, that has been a very impressive response from the folks at Kaspersky.

  • Yes indeed, Kaspersky have been very prompt with their replies regarding this issue although to be fair, in my own personal experience with them over the years, when I have needed assistance from them, provided that I have initially contacted them via my support account and opened a new ticket, I have always received within a couple of days, a very detailed but easy to follow response. If further exchanges are then necessary, as in this case, then they generally get back to me again the same day so I can’t complain and I would certainly recommend them for their customer support.
    I look forward to what we will hopefully learn from their findings regarding these BBC links!

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