We’re currently receiving multiple reports of US users not able to reach www.canva.com
from the network of Cox Communications. These users are seeing an empty page with the ERR_CONNECTION_TIMED_OUT error. The issue only affects the network of the Cox Communications internet provider and does not affect other internet providers.
We’ve identified an issue with the Cox configuration of the DNS servers. Our team has notified Cox to gain assistance in resolving the issue and will update here when we have further information. We highly encourage our users who are experiencing the same issue with Cox provider to contact Cox ISP and ask them to restore the reachability of www.canva.com
As a workaround, please update the DNS settings on your computer to either Google DNS (184.108.40.206) or Cloudflare DNS (220.127.116.11). You may do so by following the steps in this link: https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/
Read on for a technical elaboration of the issue:
In order to open www.canva.com
, your computer needs to resolve the address using the configured DNS server.
There is a set of global DNS servers, for example, Google DNS (18.104.22.168) or Cloudflare DNS (22.214.171.124). Canva uses Cloudflare as our DNS provider. However, many Internet providers often maintain their own DNS servers. In this case, the DNS server of Cox appears to be misconfigured. Instead of resolving to Canva’s IP addresses, it resolves to the IP addresses of Cox.
This can be seen from the data of our users that we’ve been asking them to collect:
traceroute to www.canva.com
(126.96.36.199), 64 hops max, 72 byte packets
6 188.8.131.52 (184.108.40.206) 25.697 ms 32.589 ms 25.847 ms
7 customer-security.cox.net (220.127.116.11) 25.340 ms 38.409 ms 34.622 ms
From the data above, we can see that the default DNS server on the Cox network resolves www.canva.com
to an IP address that belongs to Cox (customer-security.cox.net) whereas the global DNS servers resolve www.canva.com
to the Canva IP addresses.