Strange intermittent dns issue to access aws console/services

Question

Hello there,

Well lets me explain the issue,
since last week ours customers are facing issues to resolve dns in some moments of day, these customers are using same ISP (VIVO), we has two internet provider here and one them is this ISP (VIVO) and it happened also to us ... even some part like ec2 instances, ecs tasks in console does not load then after some time it back to work normally, it`s very hard to debug but us figured out that all customers with issues are using this ISP above, all our infra is in us-east-2 (ohio).

Any help will be appreciated.

Thanks in advance.

re:Post Agent · Answer

This issue appears to be related to intermittent DNS resolution problems specific to a particular Internet Service Provider (ISP), in this case, VIVO. Such issues can indeed make it difficult to access the AWS Management Console and other AWS services reliably. Here are some insights and potential solutions to consider:

1. ISP-specific problem: Since the issue is occurring for multiple customers using the same ISP, it's likely a problem on the ISP's end rather than with AWS infrastructure. This could be due to DNS server issues, routing problems, or other network-related issues within VIVO's network.

2. Temporary workarounds:
   - Suggest that affected users try accessing the AWS console through a VPN or a different network connection if possible.
   - Users could try using alternative DNS servers temporarily, such as Google's (8.8.8.8 and 8.8.4.4) or Cloudflare's (1.1.1.1).
   - Clearing browser cache and cookies might help in some cases.

3. AWS Regional endpoint: Since your infrastructure is in us-east-2 (Ohio), you could try accessing the regional console directly using the URL: https://us-east-2.console.aws.amazon.com. This might bypass some DNS resolution issues.

4. Check for service health: Keep an eye on the AWS Service Health Dashboard for any reported issues in the us-east-2 region that might be contributing to the problem.

5. ISP communication: Consider reaching out to VIVO to report the issue. They may be able to investigate and resolve any DNS or routing problems on their end.

6. AWS Support: If the problem persists and significantly impacts your operations, you may want to open a support case with AWS. Even without a paid support plan, you can open a case under the "Account and billing" category to report the issue and potentially get guidance.

7. Long-term solution: If this continues to be a recurring problem, you might want to explore using AWS Direct Connect or implementing a multi-ISP strategy to improve reliability and reduce dependence on a single ISP.

Remember that DNS issues can be complex and may require collaboration between your organization, the ISP, and potentially AWS to fully resolve. Collecting detailed logs and information about when and how the issue occurs can be helpful in troubleshooting.
      
**Sources**  
[I can not access AWS console the majority of the time. | AWS re:Post](https://repost.aws/questions/QUaz-1_mNQROm7hXW62edXEw/i-can-not-access-aws-console-the-majority-of-the-time)  
[Troubleshooting - AWS Management Console](https://docs.aws.amazon.com/awsconsolehelpdocs/latest/gsg/troubleshooting.html)  
[How to contact support to resolve a DNS problem. | AWS re:Post](https://repost.aws/questions/QUsLIMY2htTEu6UI1OxVApbA/how-to-contact-support-to-resolve-a-dns-problem)

Strange intermittent dns issue to access aws console/services

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