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

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steveandkris
Sophomore

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

Since last night I am unable to to receive mail through the Outlook (Office 365) desktop app or connect to outlook.live.com via browser on any of the three PCs in my home.

 

I just checked my laptop using a cellular connection and it works fine.  And yes, I have already changed the DNS settings on my Gen 5 modem/router to point to Google (8.8.8.8 and 8.8.4.4).  Rebooting router and PCs has no effect.

44 REPLIES 44

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.

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.


 

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.

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

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

@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.

@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.

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.

@MarkJFine 

Thanks for the information!

 

I wonder what it is about the MS apps that are causing the issue?  Maybe something to do with their encryption methodology?  I think you mentioned occational problems connecting to secure sites via "https" but I haven't noticed that - at least not yet...

 

Hopefully they get this sorted out because it is extremely frustrating.  In the meantime, thanks again for your help!

The problem is that everything is moving to the 'cloud'. Office365 is a subscription requiring you to log in and out to the 'service'. This is true even if their OneDrive isn't even being used... they track literally everything. I've seldom had a problem logging in, but the logoff procedure, which likely includes a lot more tracking data, is what seems to not get acked. So the apps hang as it waits for something or ultimately times out. More often than not I just kill the app, which sets off their error reporter, which will also hang until I kill it. Not a fun process.


* 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.

I hear you!  The satellite latency makes every Office365 operation a "cliff-hanger."  I have the same issues as you on closing and also occasionally when opening an office app.  If an office app hangs on opening, it's a two step process to kill it - first kill the splash-screen and then kill whatever is left in task manager.

 

My problem is I live and die by being able to work from both my home and work offices.  VPN is hopeless so the "cloud" is the only file-sharing solution. 

 

Unfortunately, I have now been forced to spend a lot more time in my work office!

@MarkJFine 

 

You may find this interesting! 

 

As expected, my desktop outlook app disconnected at 9AM today (right on time!).  As I mentioned earlier, when my local outlook disconnects, I am also unable to connet to the web-based outlook at outlook.live.com/owa.  

 

Based on your trace route suggestion, I tried to trace the route to outlook.live.com.  What i found (see below) is very interesting (at least I think it is).  From the several traces I tried, it looks like the packet never makes it out of the CenturyLink servers, stopping every time at IP address 67.132.132.134 which, according to whois, is a CenturyLink address in Seattle. 

 

I would love to hear your thoughts!

 

Tracing route to l-0002.l-msedge.net [13.107.42.11]
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
4 610 ms 557 ms 605 ms host17433001211.direcway.com [174.33.211.1]
5 598 ms 588 ms 607 ms host17433005213.direcway.com [174.33.213.5]
6 614 ms 613 ms 540 ms host17433004213.direcway.com [174.33.213.4]
7 604 ms 597 ms 616 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
8 604 ms 627 ms 617 ms sea-edge-12.inet.qwest.net [67.14.41.58]
9 610 ms 577 ms 558 ms 67.132.132.134
10 * * * Request timed out.
11 * * ^C

 

@MarkJFine @GabeU 

 

And here is more interesting stuff.  When outlook goes down on my PC, so does my onedrive connection.  So I tried two traces below, the first to OneDrive.com which is just the basic microsoft landing page for onedrive information; the second to OneDrive.live.com which is the website for connecting to my web-based onedrive account.  The packet makes it to the onedrive website, but fails (at the same address as outlook.live.com) to make it to onedrive.live.com.

 

Tracing route to onedrive.com [23.204.50.96]
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
4 555 ms 607 ms 608 ms host17433001211.direcway.com [174.33.211.1]
5 608 ms 607 ms 627 ms host17433005213.direcway.com [174.33.213.5]
6 578 ms 607 ms 637 ms host174330033213.direcway.com [174.33.213.33]
7 606 ms 558 ms 577 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
8 642 ms 628 ms 604 ms sea-edge-15.inet.qwest.net [67.14.41.162]
9 650 ms 657 ms 677 ms 63-233-86-42.dia.static.qwest.net [63.233.86.42]
10 602 ms 638 ms 597 ms ae2.sabey-sea2.netarch.akamai.com [23.203.145.149]
11 602 ms 597 ms 597 ms a23-204-50-96.deploy.static.akamaitechnologies.com [23.204.50.96]

Trace complete.

 

C:\Users\sjohn>tracert onedrive.live.com

Tracing route to l-0004.l-msedge.net [13.107.42.13]
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
4 601 ms 618 ms 582 ms host17433001211.direcway.com [174.33.211.1]
5 609 ms 557 ms 587 ms host17433005213.direcway.com [174.33.213.5]
6 599 ms 637 ms 579 ms host174330033213.direcway.com [174.33.213.33]
7 619 ms 607 ms 604 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
8 615 ms 637 ms 637 ms sea-edge-12.inet.qwest.net [67.14.41.58]
9 607 ms 577 ms 637 ms 67.132.132.134
10 * * * Request timed out.
11 * ^C

My theory is there's a long delay somewhere upstream in the path: The thing in common is the CenturyLink backbone. I've seen it in file downloads as well, where there's an initial burst, then about a one minute delay until it picks up again normally. That one minute delay is likely what's causing things to hang.

Pretty sure there are ICMP blocks in Microsoft's network preventing the traceroutes from completing correctly. So, I wouldn't worry too much about that part of it.


* 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.
BirdDog
Assistant Professor

All I got to say is good luck if the problem is with CenturyLink. I doubt even HughesNet has much clout with them, as evidenced by how long this has been going on. 

 

Might actually have better luck getting MS to jump in. But again, good luck!


@BirdDog wrote:

All I got to say is good luck if the problem is with CenturyLink. I doubt even HughesNet has much clout with them, as evidenced by how long this has been going on. 

 

Might actually have better luck getting MS to jump in. But again, good luck!


Agreed. The best HN can do is poke them in the eye and hope they react. The choices for capable backbone providers to each gateway is getting narrower and narrower as CL gobbles them all up. So recontracting with another upstream provider isn't really an option for them.


* 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.

Bummer...  😞

GabeU
Distinguished Professor IV

The Cloud.... it's evil.  😛   

BirdDog
Assistant Professor


@GabeU wrote:

The Cloud.... it's evil.  😛   


Anymore The Cloud is the Internet and the Internet is The Cloud.........it's all evil I say, just evil. Smiley LOL

 

Seriously though, one company gobbling up the majority of the Internet backbone on the civilian side seems like a huge national security risk to me. I'm declaring a National Emergency!


@BirdDog wrote:

I'm declaring a National Emergency!

Coffee... everywhere.


* 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.

I think maybe it's time to move into an empty missle silo in Wyoming and just wait it out.  I'm sure it won't be long now...