Client suddenly unable to login to email using Outlook
Today I received a support ticket from a client who is no longer able to log in to email using Outlook. They can access Webmail no issue but Outlook just fails with error 0x80042108.
All other websites are on the same setup and I have had no other clients experiencing issues. I also use the same email system for my email and was communicating with the client using this.
My gut reaction was (and is) a network issue on their side.
I even created a test email within their cpanel account and configured it on mail for Windows. (on my system) I simply added the email address and password. It worked out the rest of the settings and enabled the account. I was then able to send and receive as normal. I then removed this account and manually set it up using the details provided by cPanel... Again it worked totally fine.
Is there anything else I should be looking into on my side? I made sure CpHulk was not blocking their IP.
The client was good enough to let me access their system via shared screen and I can confirm the server details are correct, but from the command line "ping mail.domain.com" times out.
-
Hey here! 0x80042108 is a connection error, so your thought of a network issue sounds right to me. I would see if you can guide them through a telnet test on their local workstation (telnet will likely need to be installed) to have them check the connectivity of the mail ports between their location and your server, as that will likely reveal something. 0 -
Thank you! This is one of those cases where you suspect it's a network issue but fear you may end up receiving a wave of tickets from other customers with a similar issue. I ended up spending the best part of a day just debugging and making sure it wasn't something I had control over. So far, no other clients have reached out so I still think it is an issue at their end. I will suggest a telnet test... The ping test I carried out tends to support my theory. Thank you very much again for your reply. 0 -
You're very welcome! 0
Please sign in to leave a comment.
Comments
3 comments