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Resolved Question

Outlook/FTP/Cpanel connection issues related?

Dec 12, 2011 3:15AM PST

I've noticed problems with Outlook on two different computers, Filezilla, and connection to cPanel with two different web hosts in the past few weeks. I'm wondering if these problems are related.

Send/receive is not working with Outlook. Connecting to view the remote server for a couple of websites I maintain through FileZilla times out and I'm not able to view the files. Also when trying to get to cPanel for two different websites hosted with two different providers I get a timed out error message.

How do I troubleshoot this?
Thanks!

Discussion is locked

d-mitch has chosen the best answer to their question. View answer

Best Answer

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Let's talk about HOME NETWORK.
Dec 13, 2011 4:10AM PST

It's rarer now but some ISPs block VPNs. And some routers don't support more than one VPN.

Fixes?

If the ISP blocks it. You ask how to unblock.

If it's the router, I can't check. Why? The router make, model, version, firmware version eludes me.
Bob

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router info
Dec 13, 2011 4:28AM PST

Linksys by Cisco
Wireless-N Home Router
WRT120N
Firmware Version: v1.0.04 build 002 Oct 15 2009 12:43:21

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email in to ISP
Dec 13, 2011 7:11AM PST

I tried to chat with the ISP but the chat client was so slow it was frustrating - now trying email support.

I did disconnect the router and plugged the HugesNet modem directly into the computer and there is no change. That kind of blows the bad router theory...

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That's a clue.
Dec 13, 2011 7:50AM PST

So this is on satellite?

Try it with terrestrial connections next.
Bob

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terrestrial connection not an option
Dec 13, 2011 9:17AM PST

If by terrestrial connection you mean dial-up through a land line or DSL or cable - none of those are available in our rural area. That's why we have satellite. Thanks for brainstorming with me though - I really appreciate it.

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Even cellular data would be a test.
Dec 13, 2011 10:05AM PST

But I think we found it. I can't tell you why it changed but your complaint is not unheard of when dealing with SAT. Why? The latency can be too high and the servers time out before your packets are acknowledged.
Bob

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I don't like that answer but...
Dec 13, 2011 7:29PM PST

only because it leaves me with
nothing I can do to fix it. But, it is what it is. There is one cell
company that covers our area. I'll see if I can get an air card from
them and try it. Thanks again for your help.

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How to fix it?
Dec 14, 2011 2:58AM PST

The timeouts on your servers need to be extended. I know that some hosts reduce the times for the transactions.

Let's get SPECIFIC! This is not rocket science.

http://www.symantec.com/connect/articles/hardening-tcpip-stack-syn-attacks writes:
"Decreasing the time period of keeping a pending connection in the SYN
RECEIVED state in the queue. This method is accomplished by decreasing
the time of the first packet retransmission and by either decreasing the
number of packet retransmissions or by turning off packet
retransmissions entirely."

Bingo. Your server IT person reads a paper like this then reduces the time period to reduce the problems.

BUT they didn't account for satellite users.
Bob

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not sure host reducing time out is the issue
Dec 14, 2011 5:47AM PST

<span style="color: rgb(0, 0, 0); font-family: arial, sans-serif; font-size: 13px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); display: inline !important; float: none; ">HughesNet says the problem is not on their side. Here is a quote from the email I received.
"there's no indication from the network perspective that this should be happening. If it was, we would see it across a full access gateway and we're not.<span class="Apple-converted-space">"

I understand your point about reduced timeouts - but I doubt this is the cause of the problem in my case. The timeouts are occurring with send/receive email from two different email servers, ftp from three different website hosts, and accessing the control panel of two different websites hosted by different hosts. And this all happened within a relatively narrow time frame.

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Let me show you my hat.
Dec 14, 2011 5:50AM PST

About 15 years ago I was on a team writing "router" software. While you can be unsure that what I noted is not it, it is one of the dozens of changes the IT can change.

My point with that ONE of dozens of items is to show where the latency in satellite internet can cause a failure.
Bob

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another clue
Dec 19, 2011 10:48PM PST

Supporting your hypothesis that the satellite connection was at fault, all the problems were solved yesterday after a weather related satellite outage. When the satellite connection came back online, email send/received began working, ftp file transfer was again working and I was able to connect to my website's control panel.

If it happens again I will know to power down the satellite modem - which was something I should have done this time. Hindsight is 20/20. Maybe this post will help someone in the future. Happy

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I apologize
Dec 20, 2011 6:15AM PST

I always forget to tell folk to power cycle all the gear. Why? By the time they get on the forums, they have done this. Sorry about that.
Bob

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everything but...
Dec 20, 2011 7:07AM PST

yep - I'd power cycled everything but... can't assume anything. I do appreciate your help. Thanks again! Happy

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Answer
Too slim on details.
Dec 12, 2011 3:20AM PST

If this is a TRANSIENT failure then you move on.

If this is a permanent failure then you use what skills you have. Such as checking the DNS resolution and more.
Bob

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not transient now
Dec 12, 2011 3:38AM PST

This is not transient now - but it started out that way with Outlook working once or twice a day for a few days, able to log into cPanel or the ftp working on and off. Now it appears to be all the time.

I have no skills in networking. How do I check DNS resolution?
I've begun to suspect this may have something to do with a router since the problem shows up on more than one computer.
I am in a rural area so the internet connection is satellite - thus we have a satellite router plus a Linksys wireless router for our home network.

Thanks for the reply.

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No skills means you begin building them.
Dec 12, 2011 3:51AM PST

I noted a common failure so you can use the usual research since if I typed it in, I would be duplicating the web (which is a bad idea.)

Part of your support skills are to learn what you need to know. That is, if you need to learn about DNS resolution you read more about that.
Bob

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DNS resolution
Dec 12, 2011 4:32AM PST

ok - will look up DNS resolution

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There are a lot more things it could be.
Dec 12, 2011 4:39AM PST
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tried Google DNS
Dec 12, 2011 12:15PM PST

Thanks for letting me know about Google DNS - that was new to me. I did try resetting the DNS to the Google Public DNS and there is no change. Also thanks for the interesting information regarding the selective blocking of some DNS services.

Since the problem persists, I'd be glad for another route to investigate. Happy

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Need more clues.
Dec 12, 2011 1:15PM PST

Such as error messages, if it's just this one PC or it fails on all machines, wifi hot spots, etc.

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suspect router
Dec 12, 2011 7:48PM PST

This shows up on all PCs on our home network thus I suspect a problem in the router. I plan to purchase a new router for our wireless home network to see if that solves the problem unless there is a better option presented before I head for the store.

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(NT) Does this router have a firewall or other new feature?
Dec 13, 2011 12:06AM PST
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firewall
Dec 13, 2011 3:56AM PST

This router has been in use in the same configuration for a couple of years.Unless something has been installed remotely (I have no idea if the manufacturer can or would update remotely) it should not have changed. I have also disabled my anti-virus/firewall software temporarily to see if that might be the problem and there was no change.

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While your system may not have changed.
Dec 13, 2011 4:04AM PST

The services you can't use could have changed from say a HTTP site to a HTTPS site and broke your setup. I can't know this. It's up to you to ask them what changed (they usually say "nothing.")

I'm not sure of your answer to one of my questions. This may be a repeat.

Does all this work if you go to someone else's network?
Bob

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cPanel is accessable from other networks
Dec 13, 2011 4:23AM PST

Other networks can access the cPanel sites. I cannot test Outlook or FileZilla (ftp) on other networks since I don't have access to any other network with this software installed.