Vietnam-based users unable to access tawk.to [Solution]

Dear Community,

We’ve identified that some of our users in Vietnam are facing difficulties accessing our services on tawk.to, specifically with DNS failures that prevent connection to our dashboard. This issue seems to be isolated to certain Internet Service Providers (ISPs) in Vietnam.

To better understand and resolve this matter, we’re asking for your help. If you’re currently in Vietnam and experiencing access issues, could you perform the following tests and share your results with us?

For Windows users:

  • Open PowerShell and run the following command:
    Resolve-DnsName -Name dashboard.tawk.to

For Mac OS/Linux users:

  • Open your terminal and run the following command:
    dig +trace dashboard.tawk.to

These tests will provide us with valuable information on the DNS resolution process from your location.

Additionally, as a temporary workaround, we suggest changing your DNS servers to one of the following public DNS services, which may improve your access:
Google DNS: 8.8.8.8 and 8.8.4.4
Cloudflare DNS: 1.1.1.1 and 1.0.0.1

You can find a guide on how to change your DNS settings here: What Is Google DNS? Changing Your DNS to 8.8.8.8

Lastly, we recommend contacting your ISP to report this issue, as it appears to be related to DNS resolutions on their end.

We understand the inconvenience this may cause and appreciate your cooperation and assistance in helping us diagnose and resolve this issue. Please send your test results and any other relevant information to support@tawk.to.

Thank you for your support and patience.

Regards,
Kristaps and the team at tawk.to

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Hi Kristaps,

Thank you for that solution DNS but we want all the clients connect chat box from our websites by normall ways as same as before. This way from your suggest is only connect tawk by us, not for all people from Vietnam, they do not know how to do it, so we will lost contact with them via tawk.

Please fix it soon (please do it as same as previously).

Thank you
Thang

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I’m afraid there is nothing tawk.to can do, it seems to me that your ISP or vietnamese ISP’s are applying a firewall that prevents tawk.to to work. or maybe is a cloudflare error since
dashboard.tawk.to. 300 IN A 104.22.25.131
dashboard.tawk.to. 300 IN A 104.22.24.131
dashboard.tawk.to. 300 IN A 172.67.38.66

records are from CloudFlare Inc.

as you can see on cloudflare status page. vietnam is being re-routed which means that the BGP routing has been updated to send users to another data center (colo). This can happen for extended periods of time, especially if there are ongoing issues or maintenance at the original data center. Cloudflare works to resolve these issues as quickly as possible, but the duration can vary based on the complexity of the problem

by the way I’m just guessing.

Greetings, everyone!

We wanted to provide an important update regarding access issues some of you may be experiencing.

Our team has proactively reached out to the Vietnamese Network Information Centre and various Internet Service Providers to better understand and address the current access challenges. While we eagerly await their response, we want to clarify an essential point.

Please be assured that tawk.to has not implemented any restrictions on our end. The access limitation has been instituted by directives outside our control, specifically by regulatory actions within Vietnam. We are fully committed to resolving this matter and are in the process of establishing communication with the relevant governmental bodies to find a solution that will restore full access to our services.

We are considering all possible solutions to overcome this hurdle. In a scenario where direct resolution may take time, one of the options includes introducing a specific domain dedicated to our users in Vietnam. This measure would aim to circumvent the DNS block and ensure that you continue to enjoy uninterrupted services.

We understand the importance of clear, continuous communication and will keep you updated with any progress or changes. Your patience and support during this time are immensely appreciated.

Stay tuned for further updates, and please don’t hesitate to reach out to our support team if you have any concerns or need assistance.

Regards,
The tawk.to team

1 Like

kristaps
Dear kristaps,
When you can restore connection in Vietnam?

Hi @Giantq, as per above, this is currently in the hands of the Vietnamese government, and we are eagerly waiting to hear back from them.

As a temporary workaround, we suggest changing your DNS servers to one of the following public DNS services, which may improve your access:
Google DNS: 8.8.8.8 and 8.8.4.4
Cloudflare DNS: 1.1.1.1 and 1.0.0.1

You can find a guide on how to change your DNS settings here: What Is Google DNS? Changing Your DNS to 8.8.8.8