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Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

steveandkris
Sophomore

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

@GabeU& @BrettL

 

For what it's worth, based on the below reply from customer support, Hughesnet seems to acknowledge this is an issue:

 

=========================================

...

I understand that you are having difficulties with your Internet Service regarding your Microsoft applications . Thank you for bringing this to our attention, your time and efforts are highly appreciated. Your account has been given a Service adjustment because of the inconvenience ($30.00)X6 months due to unchangeable peak hours, that are slowing your service down. Our engineers are working hard to alleviate this issue for all customers.

---

==========================================

 

While it was great of them to provide a discount on my bill, the reality is I really don't want a discount, I want and NEED a service that works!  My connection issues also extend to MS OneDrive through which I share connection with my coworkers to important files.  At this point I am basically disconnected from my work after 5pm and on weekends.  YIKES!

 

Like @BrettL, we have two microwave-based ISPs that are setting up operations in our mountainous area.  This technology requires line-of-site to the microwave tower (or a repeater), but offers, reasonable cost, high-speeds (up to 100Mb/s), massive data allowances (>300GB), latencies in the 30-50ms range and no equipment-rental costs.  Both have indicated they can get us connected, one through a repeater on a neighbor's house, and the other through a new tower (with a direct view to our home) that is now nearing completion.  Currently, the service plan through the company with the new tower is better, so I am just (im)patiently biding my time...

 

It will be interesting to see how quickly this microwave technology progresses and how rapidly it will expand into currently unserved areas.  Just as WiFi is now almost as fast and reliable as legacy (CAT-5) wired connections for SOHO use, I suspect this technology will supplant satellite and even challenge wired (DSL & cable) internet connectivity in fairly short order.  The good news is that there is real hope on the horizon for all of us who have chosen to live outside of urban areas!

GabeU
Distinguished Professor IV

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

@steveandkris 

 

That's unfortunate, especially with you needing it to be able to connect to your work.  I certainly hope they can fix the issue.  And it's interesting that it hits right at 5PM.  

 

And I'm glad that there is at least some light at the end of the tunnel with the microwave based ISP.  It's a ways off, but at least it's coming and will be an option if the problem hasn't been alleviated by then.   

 

I certainly hope that what it keeps you from doing with regard to your work isn't so impactful that it causes major problems.  Smiley Sad  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
BrettL
Freshman

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

GabeU, I have not found other local people and am continuing the research on that front. I told the repeater-based company (Blaze Broadband) that I want to see evidence it works before I switch. Bottom line, I have no Outlook 365 issues during the day, only around 5pm and until the next morning.

ProstarDad
New Poster

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

Want to follow this since it is clearly impacting my connection as well. Unable to even connect to some other Https based sites.

 

Hughes support can you post a status on this issue?


@BrettL wrote:

GabeU, I have not found other local people and am continuing the research on that front. I told the repeater-based company (Blaze Broadband) that I want to see evidence it works before I switch. Bottom line, I have no Outlook 365 issues during the day, only around 5pm and until the next morning.


 

MarkJFine
Associate Professor

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

There's something intermittent occurring upstream through Level 3/CenturyLink that started right after the Cali fires were quenched.

I've had occasional issues with Excel attempting  to 'phone home' during app shutdown, causing it to hang for several minutes. As you say it's more prominent during some evenings, but I've had it happen occasionally in the morning and at various times during the day.

There is also an apparent stalling issue upstream to the West Coast Cloudflare server in LA which may or may not be related.

Edit: Just for clarity: Cloudflare's West Coast server is only one hop from the upstream outroute server used on my gateway, so I'm almost confident it's the upstream outroute server.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
steveandkris
Sophomore

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

Unfortunately, despite Hughesnet's claim that their engineers are "working on the issue," the problem is getting worse instead of better!

As mentioned in the subject-line, I am unable to connect to Outlook (exchange); OneDrive or OneNote during the evenings on weekdays, and essentially all day/night on the weekends.

This problem started long after the California fires and it's not at all "intermittent," in fact, the outage is like clockwork everyday as if someone is "throwing a switch" to cutoff access from microsoft apps during these times. And, as I have said before, it affects every PC, laptop and wifi-connected cellphone in our house.

It would be be nice to know what's really going on!

GabeU
Distinguished Professor IV

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

Is it possible that the problem started, at least to some extent, around the time of the CenturyLink outage at the end of December?  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
MarkJFine
Associate Professor

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

@steveandkris 

Just curious, because it's not been mentioned, what is your Gateway ID?

And, have you ever done a traceroute to either microsoft.com or office365.com?

 

If you don't know the Gateway ID, it is the string after 'Data IPGW' on this page.

 

Also, the traceroute will likely rattle around in msn.net a lot (if it even settles anywhere). I'm more concerned about the path the gateway is taking to it - particularly the IP of the hop right after the last 'direcway' hop, and the two or three after that.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
steveandkris
Sophomore

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

@MarkJFine 

Thanks for your suggestions - probably won't solve anything but at least it's good to be doing something, even if it's just watching a packet bounce around the internet :-)!!

 

Gateway ID: J2SEA060HNSIGW0105

 

The below traceroutes are from this morning BEFORE the issue has started (I expect it will start around 9-10AM).  You were right about them not landing anywhere.

 

Tracing route to office365.com [13.90.213.204]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.42.1
2 1 ms <1 ms <1 ms 192.168.40.1
3 1 ms 1 ms 1 ms 100.71.75.1
4 606 ms 577 ms 597 ms host17433001211.direcway.com [174.33.211.1]
5 613 ms 547 ms 597 ms host17433005213.direcway.com [174.33.213.5]
6 604 ms 597 ms 547 ms host17433004213.direcway.com [174.33.213.4]
7 643 ms 626 ms 607 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
8 555 ms 627 ms 653 ms sea-edge-12.inet.qwest.net [67.14.41.62]
9 636 ms 607 ms 626 ms 67.132.132.134
10 671 ms 717 ms 667 ms be-71-0.ibr02.stb.ntwk.msn.net [104.44.8.68]
11 641 ms 667 ms 668 ms be-6-0.ibr01.cnr03.mwh01.ntwk.msn.net [104.44.4.102]
12 744 ms 707 ms 677 ms be-3-0.ibr02.cys04.ntwk.msn.net [104.44.17.158]
13 651 ms 708 ms 657 ms be-5-0.ibr01.den07.ntwk.msn.net [104.44.17.214]
14 674 ms 667 ms 718 ms be-1-0.ibr02.den07.ntwk.msn.net [104.44.4.59]
15 644 ms 696 ms 627 ms be-5-0.ibr01.cnr03.dsm05.ntwk.msn.net [104.44.4.96]
16 672 ms 727 ms 687 ms be-3-0.ibr01.cnr02.dsm05.ntwk.msn.net [104.44.4.175]
17 735 ms 677 ms 637 ms be-6-0.ibr01.ch2.ntwk.msn.net [104.44.7.175]
18 682 ms 627 ms 697 ms be-3-0.ibr01.was02.ntwk.msn.net [104.44.7.172]
19 702 ms 667 ms 667 ms be-5-0.ibr03.bl7.ntwk.msn.net [104.44.16.167]
20 694 ms 656 ms 637 ms ae141-0.icr01.bl20.ntwk.msn.net [104.44.21.210]
21 * * * Request timed out.

 

Tracing route to microsoft.com [40.113.200.201]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.42.1
2 1 ms <1 ms <1 ms 192.168.40.1
3 1 ms <1 ms <1 ms 100.71.75.1
4 619 ms 597 ms 577 ms host17433001211.direcway.com [174.33.211.1]
5 567 ms 608 ms 597 ms host17433005213.direcway.com [174.33.213.5]
6 557 ms 617 ms 627 ms host17433004213.direcway.com [174.33.213.4]
7 565 ms 656 ms 607 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
8 615 ms 596 ms 637 ms sea-edge-12.inet.qwest.net [67.14.41.58]
9 681 ms 597 ms 637 ms 67.132.132.134
10 633 ms 627 ms 657 ms be-71-0.ibr02.stb.ntwk.msn.net [104.44.8.68]
11 706 ms 676 ms 697 ms be-6-0.ibr01.cnr03.mwh01.ntwk.msn.net [104.44.4.102]
12 621 ms 657 ms 667 ms be-3-0.ibr02.cys04.ntwk.msn.net [104.44.17.158]
13 678 ms 657 ms 687 ms be-5-0.ibr01.den07.ntwk.msn.net [104.44.17.214]
14 678 ms 697 ms 597 ms be-1-0.ibr02.den07.ntwk.msn.net [104.44.4.59]
15 698 ms 607 ms 707 ms be-5-0.ibr01.cnr03.dsm05.ntwk.msn.net [104.44.4.96]
16 662 ms 696 ms 638 ms ae102-0.icr04.dsm05.ntwk.msn.net [104.44.10.113]
17 * * * Request timed out.

MarkJFine
Associate Professor

Re: UPDATE Re: Cannot receive mail via Outlook (Office 365) or connect to outlook.live.com

Your upstream provider resolves to Qwest via the Seattle gateway (J2SEA) 60. Qwest was taken over by CenturyLink in 2011. So it's still possible it could be CenturyLink-related. Given their poor record I only hope they don't take over all of the country's backbones.

 

I only seemed to notice it after the fires, and my route goes thru LA, so it seemed to make sense. However, as @GabeU mentions, it could be much larger in scale and after CL's network went whacky at the end of Dec.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.