Reporting network access problem to bitbucket
Asked by Alex Panchenko:

I experience a network problem accessing bitbucket.org and my ISP says it's beyond their responsibility.

How can I report that to Atlassian?


Answers:
author: Ben
body: Hello to all users from the RU region:

I would like to start by acknowledging your concerns regarding this issue.

Rest assured that nothing has changed from our end in recent times to block your connections, I have confirmed this with our network team and verified this with testing.

You will need to reach out to your ISP and ensure that they have not blacklisted any of our IP addresses belonging to Bitbucket Cloud - you can see a full list of these below:

* <https://support.atlassian.com/bitbucket-cloud/docs/what-are-the-bitbucket-cloud-ip-addresses-i-should-use-to-configure-my-corporate-firewall/>

Additionally, I would suggest attempting to change your DNS temporarily to Google PublicDNS in case of any DNS issues while this is resolved by ISP's within your region:

```
8.8.8.8
8.8.4.4
```

A guide for changing DNS may be found below:

* <https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/>

**NOTE:** Please do not share your IP addresses on this forum, as this is a public forum. If you are still encountering issues after the above, we can raise a ticket on your behalf where you can share this information securely with us.

Cheers!

- Ben (Bitbucket Cloud Support)

comments: author: Alex Panchenko
body: H Ben,

There is some difference in behaviour between **bitbucket.org** and**[www.bitbucket.org](http://www.bitbucket.org)**

* **curl -v bitbucket.org** hangs
* **curl -v [www.bitbucket.org](http://www.bitbucket.org)** works = redirects to https

both domain names resolve to the same IP address.

If using https, then TLS handshake works on <https://www.bitbucket.org> but gets timeout without www.

So in browser it can sometimes work if opening **<https://www.bitbucket.org>** which then redirects to an URL without www, and continues to work for some more time - I guess because of reusing the already established TLS session.

Could it be something on your side? Or problems caused by local ISPs?

Thanks,

Alex


author: Ben
body: Hi [@Alex Panchenko](/t5/user/viewprofilepage/user-id/3689525)

Correct - there is no IP blockage as connections are available over SSH/HTTPS. We believe at this stage that the problem is ISP related as it is only the RU geo that is being affected at the moment.

Cheers!

- Ben (Bitbucket Cloud Support)


author: Yakov Serebryakov
body: +3 Can't connect!


author: Ben
body: Hi Alex,

Is this an issue accessing <https://bitbucket.org> in a browser or in general?

If you run the following command do you get a response back?

```
ping bitbucket.org
```

Cheers!

- Ben (Bitbucket Cloud Support)

comments: author: Alex Panchenko
body: Actually it affects browser ports, but push/pull via ssh works.

telnet connection works, but curl does not, looks like related to the Host header.

Is it something or your side or my ISP?

**telnet bitbucket.org 80**   
Trying 104.192.141.1...  
Connected to bitbucket.org.  
Escape character is '\^\]'.  
GET / HTTP/1.1

HTTP/1.1 301 Moved Permanently  
Content-Type: text/html  
Date: Thu, 01 Jun 2023 05:53:29 GMT  
Location: https:///  
Connection: Keep-Alive  
Content-Length: 0

**curl -v <http://bitbucket.org>**   
\* Trying 104.192.141.1:80...  
\* Connected to bitbucket.org (104.192.141.1) port 80 (#0)  
\> GET / HTTP/1.1  
\> Host: bitbucket.org  
\> User-Agent: curl/7.87.0  
\> Accept: \*/\*  
\>


author: Ben
body: Hi Alex,

Based on those results and our logs - your IP is not being blocked on our side.

Additionally, we are not receiving any reports from other users not being able to access the website.

Are you able to try using a different browser with add-ons disabled (or Incognito mode if using Chrome)?

Cheers!

- Ben (Bitbucket Cloud Support)


author: ??????? ??????
body: Hi Ben

I'm (and my co-workers) not able to connect to <https://bitbucket.org/> too. It looks like you are blocking requests from Russia starting from yesterday. With VPN enabled site opens as usual

Git requests work normally


author: Yakov Serebryakov
body: +3 Can't Connect


author: ???????
body: Hi Ben

I'm also seeing the same problem. I can't access the site, as well as pull and push requests do not go through

fatal: unable to access '[https://bitbucket.org/\*\*\*\*\*\*\*/\*\*\*\*\*\*.git/](https://bitbucket.org/*******/******.git/)': OpenSSL SSL_connect: Connection was reset in connection to bitbucket.org:443


author: ????? ??????
body: Also, the site unable in the browser without a VPN


Tags: bitbucket-cloud

cloud