https://ryde.overdrive.com blocked in Vodafone network

[overdrive]

About OverDrive

OverDrive provides libraries with a custom built website that they can then purchase eBooks and audiobooks, and allow patrons to borrow from, using their existing library card.  Learn more here: http://company.overdrive.com

The problem being reported

Users of https://ryde.overdrive.com are reporting that when attempting to visit the website on their mobile devices using the Vodafone network (either in their browser, or via our app), they receive error messaging typically displayed when not all web elements are able to load.  When using home wifi, the site/app works as expected.  We have only received reports from the City of Ryde, but this could potentially be affecting other customers across the UK. Some examples of their websites are https://aberdeenshirelibraries.overdrive.com, https://bromley.overdrive.com, https://west-dunbarton.overdrive.com and https://llc.overdrive.com.  As you can see, each customer has a different selection of titles, and they vary from childrens books to romance titles.

If the site, or elemts of the site are being blocked, please review and whitelist the following:

*.overdrive.com

*.libraryreserve.com

*.contentreserve.com

*.cdn.overdrive.com

*.od-cdn.com

[Tash]

@overdrive Can you confirm if the users are redirected to a page that is blocked by content control?

[overdrive]

HI Natasha, 
No, I don't believe that is happening.  Whever is happening is allowing the site to load, but then triggering some browser compatability messaging to display.

Can you try visiting the website yourself over the Vodafone network to see what is happeneing, and possibly review the calls being made, and those being potentially blocked on page load?  

[Tash]

Hi @overdrive, I've tested the sites through our network and didn't receive any error messages.

However, I've sent these details to the specialist team and will post any updates I receive from them.

[overdrive]

Thank you.  If they find nothing, and our users continue to see problems accessing our website/app, how can we direct them to troubleshot further?  Is there a preferred number that they should call?

[its5am]

@Overdrive

There appares to be an issue with the way vodafone broadband does content control that mean some secure pages sometimes get served a vodafone secuirty certificate instead of the one beloning to the end page.

 ie: 

I would imagine that this is whats happening in your customer's cases- the content control isn't actually blocking the page, but the certificate error makes it look like theres a problem / Man in the middle attack. 

I've not managed to trigger it on any of your links so far, but it does appear to be sporadic. 

The only work arounds appear to be accepting the false certificate as an exception, possibly changing your app settings to allow this exception as well or changing the DNS settings on the user's routers to use a non-vodafone DNS.

The forums aren't, unfotunatly, great for getting official vodafone support, but the contact us page http://www.vodafone.co.uk/contact-us/index.htm has support phone numbers and live chat.

[Carly]

@overdrive

After seeking advice from the Broadband team, they've mentioned that the browser you're using may be out of date.

Could you try using another browser and see how you get along?

[overdrive]

@carly

From the comments received by the users encounting the problem, they have up-to-date browsers (also if using our app, they are using an in-app browser, not the native device browser).  And again, the issue doesn't persist when on home wifi, just Vodafone network.  Have your team been able to reproduce at all?

@its5am

The users aren't reporting that they are receiving the warning screen you mention.  That's not to say that they didn't....

Thanks!

[overdrive]

We've been trying to review further here, where is hard given that we are in the US without access to the Vodafone network, but we think the issue may be coming up due to our CDN being blocked.  Please can you review to see if that is the case, and hopefully whitelist *.cdn.overdrive.com?

[Tash]

@overdrive Our team have stated that the site ‘.cdn.overdrive.com’ is not blocked by us. We've also tested the sites again and we're not receiving any error messages.

So we can look into this further, when using a phone please load the application for your browser e.g. Google Chrome. In the settings of the application, please clear all cache and cookies. Then when entering the site through the application, please post the URL in the search bar rather than searching for the site. Please do this removing 'https://' from the URL, for example 'ryde.overdrive.com'.

If the issue continues, please could you provide us with a screenshot of the message that appears?