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Windows 7: Verizon Email mysteriously stopped working

01 Oct 2014   #61
Slartybart

x64 (6.3.9600) Win8.1 Pro & soon dual boot x64 (6.1.7601) Win7_SP1 HomePrem
 
 

Reference pages:

WRT54G Support page
User Manual (PDF)

Will need to know the hardware version (WRT54G ver. x.y) for any firmware updates
Verizon Email mysteriously stopped working-wrt54g_modelnumber.jpg
  1. Flip the device over.

  2. You should find the model number on the sticker underneath the device. Please see the example.

  3. Take note of the exact model number and version of your Linksys device.
    The serial number is located right underneath the model number.
    In this example, the model number of the device is WRT54G ver 6.

    NOTE: The images may vary depending on the exact model number of your Linksys Product.
    If there is no version number beside the model number it means that is version 1.
There are too many possible cable modems offered by Optimum - I'll wait until you post the exact model to provide links for that device. Note that the full model for that device is also needed - firmware is generally controlled by the ISP (Optimum), but a reference manual is always a good thing to have.

The odd thing about this issue is that it recently began. Barring any known configuration changes, that leaves Cablevision (DNS) or firmware changes to the network devices, possibly firewall rules. There's no rhyme or reason for a single site to be affected. For it to be even further narrowed down to secure pages is quite the puzzle.

Are you the only person with the authority to change the network configuration?

If the DNS change and power cycle do not resolve the issue, then you'll have to provide screen shots or text versions (if possible) of the network device configurations. This can wait, pending the results of any outstanding tests.

Bill
.




My System SpecsSystem Spec
.
01 Oct 2014   #62
Buratti

Windows 7 Home Premium 64 bit
 
 

Ok, so came in an connected computer directly to cable modem, bypassing router completely. Still had the problem. I then proceeded to reset the modem by holding the reset button for several seconds. Once it came back online, the problem was still not resolved.

I tried changing my DNS to Google as suggested but no change.

I assume we can rule out a router problem since it is not connected and the problem continues.

Cable modem model is:
Arris
model:TM804G
p/n TM04DHD804

Don't know how to access configuration page of modem like I do with the router (192.168.1.1)
edit:
nevermind, found out its 192.168.100.1

Quote:
The odd thing about this issue is that it recently began. Barring any known configuration changes, that leaves Cablevision (DNS) or firmware changes to the network devices, possibly firewall rules. There's no rhyme or reason for a single site to be affected. For it to be even further narrowed down to secure pages is quite the puzzle.
I know its baffling. Verizon seems to be the only site (and Email) that doesn't seem to load. I don't want to start talking conspiracy theories, but Verizon is a direct competitor or Optimum in my area, and its extremely far fetched, but since nothing else seems to be a cause maybe Optimum is purposely blocking Verizon.

Quote:
Are you the only person with the authority to change the network configuration?
Well we are a very small local business without any security protocol. Anyone here "can" change network settings, but everyone else here would have no clue on how to. As stated very early in this thread, there was suspicious activity on my computer and possible thought of a hacker attack. If it indeed was an intruder, then technically speaking, they would have access to network settings.
My System SpecsSystem Spec
01 Oct 2014   #63
Slartybart

x64 (6.3.9600) Win8.1 Pro & soon dual boot x64 (6.1.7601) Win7_SP1 HomePrem
 
 

I am stumped!

Arris TM804 User Guide (PDF)

Last ditch effort, wait until the evening so you don't disrupt the workday use of the network.

Power down the Arris and remove the AC jack
disconnect all cables
Wait 5-10 minutes
reinstall per the manual

Page 23 (install)
and pages 33-36 (TCP/IP setting)
TM804UG-pg23, pg33-36.pdf
  1. Connect one end of the coax cable to the cable outlet or splitter.
    Connect the other end to the Telephony Modem’s Cable connector (G).
    Tighten the connections by hand, then tighten an additional 1/8 turn with a wrench.

  2. Insert the plug from the power cord into the Power connector on the Telephony Modem (H) and insert the power cord into a convenient AC outlet.
    The Power light on the front of the Telephony Modem lights up, then flashes once
    (refer to the Indicator Lights table for your model). See Troubleshooting if the Power light does not turn on.



    Making Ethernet Connections
  3. Connect one end of the yellow Ethernet cable to the yellow port on the back of the Telephony Modem labeled Ethernet 10/100/1000 (F) and the other end to the Ethernet port on a computer, hub, or broadband router.
    If you are connecting to a computer, use the Ethernet cable included in the Telephony Modem package.

    Making Telephone Connections
  4. Connect one end of the telephone cable to one of the grey telephone ports on the back of the Telephony Modem (A, B, C or D). Connect the other end to the telephone.
    If you have a phone with two separate lines on a single RJ-14 cord, plug it into the port labeled Tel 1/2 or Tel3/4
I'd like to leave the Linksys router out of the equation for this test.

Connect a machine directly to the Arris cable modem via Ethernet.

Also, I want to make sure you set both the IPV4 and IPV6 DNS to the public Google DNS. I'm not sure what protocol Optimum is using, so it's easier to just set both. Sorry if I was ambiguous in my previous post.

If this fails, than all I can offer is - Call Optimum
explain that after detailed trouble shooting, the issue remains unresolved
everything has been reset to defaults (PC, Linksys router and Arris) and the DNS was set to the public Google DNS as a workaround test.
Arris was power cycled and reinstalled per the manual
The Arris battery has not been removed and replaced

This is a very narrow connectivity issue related solely to secure Verizon pages.


My System SpecsSystem Spec
.

01 Oct 2014   #64
Buratti

Windows 7 Home Premium 64 bit
 
 

Thanks for all your help through this. Will try that later and if no success will call Optimum. At one point or another I was considering a reformat/reinstall of windows, but now I'm not even sure that will fix anything.

Hypothetically speaking, is it even possible to have a network virus, or a virus on a different machine that affects all computers in the network? Would it even be worth attempting all the suggested fixes on all other machines?
My System SpecsSystem Spec
01 Oct 2014   #65
Slartybart

x64 (6.3.9600) Win8.1 Pro & soon dual boot x64 (6.1.7601) Win7_SP1 HomePrem
 
 

I think your laptop test proved that it is a network configuration issue - probably on Optimum.

The acid test would be to take a work machine home (any laptops?) and see if it can get to Verizon.

I think network malware does exist, but rare - routers and cable modems are usually based on Linux or proprietary software. Power cycling would (should) eradicate any that might be present. It would be a poor piece of malware to only affect Verizon secure pages, but ...

More than likely, it's a firewall or NAT issue, or something on Optimum's side. It's so limited in scope that it would be easy to miss from a technical side - how many Optimum users try to get to Verizon secure pages?

A reinstall - don't bother. You've essentially looked in all of the places that might affect this.

And the other machines - also I wouldn't bother trying the fixes on them.

I'll always lean back on the Laptop that works on the home network, but not on the office network as a definitive argument.

Please post what Optimum tells you (or if the page and eMail mysteriously begin working again after your call
I'm sure they will run you through most of the things you already did in this thread. Follow their instructions - it's their job and they need to know that you've done the tests they require. It will be easier and faster on the phone

To be fair ... it might be Verizon blocking Optimum. You could also call Verizon, but I'd start with Optimum.
My System SpecsSystem Spec
01 Oct 2014   #66
Anak

Microsoft Community Contributor Award Recipient

Win 7 Home Premium 64bit Ver 6.1.7600 Build 7601 - SP1
 
 

This is from post #17, Click on the orange dot to go back to it.
Quote   Quote: Originally Posted by Buratti View Post
Still nothing... Actually I'm worse now. I ran several different Malware, Adware and junk removal tools, and now I cannot load the Verizon page at all. Verizon Wireless will open and any random other pages but Verizon.com/.net will not even load at all. its like something is blocking the Verizon domain specifically.
Bill, while you and Buratti were slugging it out with the troubleshooting today, something clicked in one of the posts about the relationship between Cablevision/Optimum and Vz, I believe it was this:
Quote   Quote: Originally Posted by Buratti View Post
I know its baffling. Verizon seems to be the only site (and Email) that doesn't seem to load. I don't want to start talking conspiracy theories, but Verizon is a direct competitor or Optimum in my area, and its extremely far fetched, but since nothing else seems to be a cause maybe Optimum is purposely blocking Verizon.
Searching around I found that the two of them have had a troubled past. This may be a shot in the dark, but I ran across this from Vz, it's from 2009, but Vz is notorious for springing changes on its customers:
Quote:
Your Attention Needed: Re-configure Your Email Settings to Send Email
If you are having trouble sending or receiving email using your email software (Windows Vista Mail, Outlook, or Outlook Express), you might try switching your outbound port to 465......

......Will outbound port 25 blocking apply to all Verizon broadband customers?
Outbound port 25 blocking will be applied to FIOS and High Speed Internet services that use dynamic IP addresses. If you subscribe to a static IP address service, you will not be affected.....

......Will I be impacted by port 25 blocking?
If you have a dynamic IP address and you use a third party email account to send email from a desktop client such as Outlook®, Outlook Express® or similar programs, you may be affected and should continue to read this notice. If you are using email provided as part of your Verizon service or a web-based email account from another provider, you will not be affected.

The instructions to change the ports are here from the source: https://www.verizon.com/Support/Resi...one/124274.htm
Bill, I know you were asking Buratti to change the dynamic DNS to a static DNS, and this is talking about dynamic to static IP addresses.

Then there's this near the end:
Quote:
I am using a third party email account. I also use a desktop client to manage my email. What must I do to continue using my third party service?
You have three options:
  1. Change your email client to send email using port 465. Click step-by-step instructions to change your port settings now.
  2. Use web based email services. Web based e-mail is unaffected by port 25 blocking. Check with your e-mail provider to see if web based access is available.
  3. Upgrade to a FIOS or High Speed Internet account with static IP addressing. Business customers may subscribe to static IP addressing.
Same source as above
There's so many caveats between Buratti's email setup and this, that's why it may be a shot in the dark.


What I've found for CableVision/Optimum
(CVO):
This is pretty old the latest OS, Windows 2000: CableVision/Optimum Online with a Linksys Router

This is the only info I could find using CVO links, I ran into a brick wall because I don't have a log-in account, heh, at least Vz will let you snoop around whether I'm logged-in or not. :
Optimum | Smart Router Manage Settings

How do I use Outlook with Cablevision Optimum Online e mail

This is a third-party email going through Vz and CVO, It calls for changing port 25 to 587 instead of Vz's 465: Problems Sending E-Mail Using Optimum Online or SMTP Settings for Optonline and other ISPs

This is really old: Cablevision blocking outgoing SMTP ports - what can I do? ? mozillaZine Forums


Buratti, there's something that still concerns me. In you original post you mentioned how you thought your work machine was hacked; Have you done any scans?

What type of anti-malware protocols do you have in place? Do you use Microsoft's or do you have third-party like Kaspersky, Eset, Malwarebytes, et al.?
My System SpecsSystem Spec
01 Oct 2014   #67
Slartybart

x64 (6.3.9600) Win8.1 Pro & soon dual boot x64 (6.1.7601) Win7_SP1 HomePrem
 
 

Thanks Steve, all good stuff.

I've kept the malware concern on the back burner mainly because a few trusted scanners (Mbam, AdwCleaner, TFC, and JRT) did their job and I'm fairly confident that the system Buratti is testing on is relatively clean of malware. That's not saying I wouldn't like to run a few other scans, but I lost track of a few things during the troubleshooting and forgot to revisit that course of action. Your post made me go over the thread again and I see that I also forgot to follow up on the SFC errors and a few other housekeeping chores.

Regardless of my follow up, subsequent testing bore out that it's not only an eMail issue. The best argument is that a laptop that works (can connect to secure Vze pages on the home network - cannot connect to them on the work network). This, to me anyway, is empirical evidence that the issue is not related to a machine configuration (DNS, Browser, eMail server ports, ipconfig)

The Buratti tracert could not get to Verizon.net octet address - odd because the browser can (through the DNS)
This was the last hop on Buratti's trace
so-2-1-0-0.DFW03-CORE-RTR1.verizon-gni.net [130.81.20.219]
This is the 1st Vze node in the route.

Both your and my own traces made it to the end address: 206.46.232.39
9 * * * Request timed out.
10 * * * Request timed out.
11 64 ms 70 ms 72 ms 206.46.228.129
12 102 ms 70 ms 68 ms 206.46.232.39

Trace complete.
Anyway, I always welcome your input - it has kept me sane many times and I'm glad another pair of eyes are looking at the issue.

I'm going to leave it in Optimum's court (or Verizon's court) for the moment.

Bill
.
My System SpecsSystem Spec
02 Oct 2014   #68
Anak

Microsoft Community Contributor Award Recipient

Win 7 Home Premium 64bit Ver 6.1.7600 Build 7601 - SP1
 
 

Okay sounds good to me Bill, we'll have to wait to see what Buratti finds out from them.

Thank you for the kind words, and Rep!

Steve
My System SpecsSystem Spec
02 Oct 2014   #69
ThrashZone

Win-7-Pro64bit 7-H-Prem-64bit
 
 

Hi guys for all of the help
I had a similar issue with at&t blocking access to HostMonster my domain name email service for office,
HostMonster confirmed at&t tagged them can't remember the reason but calling both eventually cleared the issue,

I also had HostMoster pop3'ing to a gmail address which was unaffected
Phone support with HostMoster really helped in figuring out the cause
My System SpecsSystem Spec
02 Oct 2014   #70
Anak

Microsoft Community Contributor Award Recipient

Win 7 Home Premium 64bit Ver 6.1.7600 Build 7601 - SP1
 
 

You're welcome Mike

Quote   Quote: Originally Posted by ThrashZone View Post
Hi guys for all of the help
I had a similar issue with at&t blocking access to HostMonster my domain name email service for office,
HostMonster confirmed at&t tagged them can't remember the reason but calling both eventually cleared the issue,

I also had HostMoster pop3'ing to a gmail address which was unaffected
I've been poppin' an imapin'my Vz mail over to gmail for the last 4years, so far so good.
Quote   Quote: Originally Posted by ThrashZone View Post
Phone support with HostMoster really helped in figuring out the cause
Let's hope Buratti has the same fortune......I wonder though, if he got caught in Vz's six-strikes-you're-out terms of service, CVO is doing the same thing, but Buratti didn't mention if he received any warnings. Nor did he mention if he received any spam warnings, but that wouldn't be unusual for Vz to do that (not warn) their famous for that; CVO, I don't know?

Note   Note
Buratti, just thinking out loud, no offense meant.
My System SpecsSystem Spec
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 Verizon Email mysteriously stopped working




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