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Message 1 of 22
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Error 0x800CCC0E request for diagnostic information from users.

To everyone who is still seeing the above error code when either sending or receiving mail.

Can I ask that you post the following information here.

  1. Server that's affected.
  2. Full error message (minus any email addresses)
  3. pings and tracert to the affected server.

Running a Ping

  1. Press Windows Key+R
  2. Type CMD and press enter.
  3. In the command prompt type ping <server name> and press enter

e.g 

Microsoft Windows [Version 10.0.14393]
(c) 2016 Microsoft Corporation. All rights reserved.

C:\Users\timdu>ping smtp.blueyonder.co.uk

Pinging smtp.blueyonder.co.uk [62.254.26.220] with 32 bytes of data:
Reply from 62.254.26.220: bytes=32 time=243ms TTL=119
Reply from 62.254.26.220: bytes=32 time=166ms TTL=119
Reply from 62.254.26.220: bytes=32 time=207ms TTL=119
Reply from 62.254.26.220: bytes=32 time=193ms TTL=119

Ping statistics for 62.254.26.220:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 166ms, Maximum = 243ms, Average = 202ms

C:\Users\timdu>

Running a Tracert

  1. Open the command window as per steps 1 and 2 above (unless it's still open)
  2. type tracert <server name>

e.g.

C:\Users\timdu>tracert smtp.blueyonder.co.uk

Tracing route to smtp.blueyonder.co.uk [62.254.26.220]
over a maximum of 30 hops:

  1     4 ms     4 ms     *     192.168.0.1
  2   203 ms   288 ms   208 ms  cpc35-sutt4-2-0-gw.19-1.cable.virginm.net [94.173.103.1]
  3   268 ms   210 ms   235 ms  perr-core-2b-ae14-705.network.virginmedia.net [80.1.68.178]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6   197 ms   206 ms   240 ms  manc-bb-1d-ae0-0.network.virginmedia.net [62.254.42.118]
  7   234 ms   243 ms   235 ms  know-dcore-1b-pc1.network.virginmedia.net [212.43.162.54]
  8   191 ms   220 ms     *     smtp.blueyonder.co.uk [62.254.26.220]
  9   210 ms   232 ms   238 ms  smtp.blueyonder.co.uk [62.254.26.220]

Trace complete.

Posting the Results

  1. Try dragging the mouse over the text in the command window.  If you see a white outline drag it so it surrounds the text you want to copy then press Enter.  and go to step 3
  2. Left click the top left corner of the command window from the menu that appears select Edit->Mark then drag the cursor over the text to highlight it and press enter.
  3. When you reply to the thread you can now paste the information in by using CTRL+V or right click and select paste from the menu.  

Note I prefer to paste in a code block as it retains the formatting from the command window use the Icon that looks like a page with the </> on it.

Ravenstar68

 

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Bernard_G
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Message 2 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

Greetings Ravenstar68.

Here are the 4 trials I have done using ping and trace on pop3.blueyonder.co.uk and on smtp.blueyonder.co.uk .


C:\Users\Bernard>ping pop3.blueyonder.co.uk

Pinging pop3.blueyonder.co.uk [62.254.26.202] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 62.254.26.202:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\Bernard>ping smtp.blueyonder.co.uk

Pinging smtp.blueyonder.co.uk [62.254.26.220] with 32 bytes of data:
Reply from 62.254.26.220: bytes=32 time=15ms TTL=118
Reply from 62.254.26.220: bytes=32 time=19ms TTL=118
Reply from 62.254.26.220: bytes=32 time=14ms TTL=118
Reply from 62.254.26.220: bytes=32 time=15ms TTL=118

Ping statistics for 62.254.26.220:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 14ms, Maximum = 19ms, Average = 15ms

 

*****************************************

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Bernard>tracert pop3.blueyonder.co.uk

Tracing route to pop3.blueyonder.co.uk [62.254.26.202]
over a maximum of 30 hops:

  1     7 ms     8 ms     6 ms  cpc94712-papw5-2-0-gw.5-3.cable.virginm.net [80.
0.120.1]
  2    11 ms     9 ms    10 ms  nrth-core-2b-ae10-3209.network.virginmedia.net [
80.1.201.145]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    12 ms    48 ms    26 ms  leed-bb-1b-ae1-0.network.virginmedia.net [62.254
.42.122]
  7    16 ms    16 ms    17 ms  know-dcore-1a-pc1.network.virginmedia.net [212.4
3.162.50]
  8    16 ms    17 ms    17 ms  pop3.blueyonder.co.uk [62.254.26.202]

Trace complete.


***********************************************


C:\Users\Bernard>tracert smtp.blueyonder.co.uk

Tracing route to smtp.blueyonder.co.uk [62.254.26.220]
over a maximum of 30 hops:

  1     8 ms    20 ms    23 ms  cpc94712-papw5-2-0-gw.5-3.cable.virginm.net [80.
0.120.1]
  2    10 ms     9 ms     8 ms  nrth-core-2b-ae10-2251.network.virginmedia.net [
80.1.201.217]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    12 ms    11 ms    13 ms  leed-bb-1b-ae1-0.network.virginmedia.net [62.254
.42.122]
  7    15 ms    17 ms    14 ms  know-dcore-1a-pc1.network.virginmedia.net [212.4
3.162.50]
  8    15 ms    14 ms    15 ms  smtp.blueyonder.co.uk [62.254.26.220]

Trace complete.

*******************************************

I look forward to your interpretation of these results, as my computer science expertise is not up to it.

Kind regards,

Bernard_G.

 

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Jannette
Tuning in
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Message 3 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

Hi ravenstar68,

I've not been very successful in getting any messages, apart from the sending email failure:

The connection to the server has failed.

Subject 'Test again'
Server: 'smtp.ntlworld.com'
Windows Live Mail Error ID: 0x800CCC0E
Protocol: SMTP
Port: 465
Secure(SSL): Yes
Socket Error: 10060

 

I have followed your instructions regarding ping:

Ping error message:

Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\user>smtp.ntlworld.com
'smtp.ntlworld.com' is not recognized as an internal or external command,
operable program or batch file.

 

And for tracert:

no results displayed at all - so unable to enter

Not sure if this helps with your investigations.

Regards,

Jannette

 

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Superuser
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Message 4 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

@Jannette

You missed the actual ping command.

C:\Users\user>smtp.ntlworld.com

Should have read

C:\Users\user>ping smtp.ntlworld.com

Ravenstar68

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Message 5 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

@Bernard_G

Your tests echoes what I've seen elsewhere.  That pinging the affected server fails while a tracert reaches it's destination.

Furthermore the telnet test we did in your other thread also shows that you are not able to connect to the pop3.blueyonder.co.uk on port 110  A test I repeated and was able to do

So we know that it's definitely not a mail client issue.  It's more of a networking issue on Virgin's side.

I'm hoping the tracert's might give the @ForumTeam something to work with as well.  As you know according to @John_G Virgin put in an attempted fix yesterday, but several people yourself included have confirmed that the fix did not work.

Ravenstar68

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David6
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Message 6 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

Here is the info:

 

ntlworld.com

Sending' reported error (0x80042109) : 'Outlook cannot connect to your outgoing (SMTP) email server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'

 

icrosoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Davids>ping ntlworld.com

Pinging ntlworld.com [62.254.123.91] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 62.254.123.91:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\Davids>

 

Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Davids> tracert ntlworld.com

Tracing route to ntlworld.com [62.254.123.91]
over a maximum of 30 hops:

  1     9 ms     6 ms     7 ms  10.42.56.1
  2     7 ms     6 ms     7 ms  lutn-core-2b-xe-123-0.network.virginmedia.net [62.253.98.177]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    11 ms    10 ms    15 ms  leed-bb-1b-ae1-0.network.virginmedia.net [62.254.42.122]
  7    15 ms    14 ms    14 ms  know-dcore-1a-pc1.network.virginmedia.net [212.43.162.50]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\Users\Davids>

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Superuser
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Message 7 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

@David6 Could you try again but with smtp.ntlworld.com please?

Ravenstar68

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David6
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Message 8 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

smtp readings

 

Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Davids> ping smtp.ntlworld.com

Pinging smtp.ntlworld.com [62.254.26.221] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 62.254.26.221:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\Davids>

 

Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Davids> tracert smtp.ntlworld.com

Tracing route to smtp.ntlworld.com [62.254.26.221]
over a maximum of 30 hops:

  1     6 ms     6 ms     7 ms  10.42.56.1
  2     6 ms     6 ms     5 ms  lutn-core-2b-xe-123-0.network.virginmedia.net [62.253.98.177]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    17 ms    20 ms    14 ms  leed-bb-1b-ae1-0.network.virginmedia.net [62.254.42.122]
  7    14 ms    14 ms    19 ms  know-dcore-1a-pc1.network.virginmedia.net [212.43.162.50]
  8    13 ms    14 ms    14 ms  smtp.ntlworld.com [62.254.26.221]

Trace complete.

C:\Users\Davids>

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Message 9 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

Just to keep you guys in the loop

I've flagged this thread up to the Forum Team to take a look at.  Looking at your two tracert's and also from a third person.  My initial thought is that they are all coming from a particular area of the UK (albeit a fairly wide one) around Luton/Huntingdon etc and all following a specific network path.  

I can connect to the servers and my tracert runs through a different path so I'm thinking the problem is more a networking or firewall issue rather than a mail server issue.

Ravenstar68

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Jannette
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Message 10 of 22
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Re: Error 0x800CCC0E request for diagnostic information from users.

Hi Ravenstar,

Thanks for pointing out my error - whoops, sorry!

Anyway, my results:

Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\user>ping smtp.ntlworld.com

Pinging smtp.ntlworld.com [62.254.26.221] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 62.254.26.221:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\user>


Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.



C:\Users\user>tracert smtp.ntlworld.com

Tracing route to smtp.ntlworld.com [62.254.26.221]
over a maximum of 30 hops:

1 * * * Request timed out.
2 7 ms 8 ms 9 ms nrth-core-2b-xe-805-0.network.virginmedia.net [213.105.64.117]
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 11 ms 26 ms 10 ms leed-bb-1b-ae1-0.network.virginmedia.net [62.254.42.122]
7 14 ms 14 ms 14 ms know-dcore-1a-pc1.network.virginmedia.net [212.43.162.50]
8 14 ms 15 ms 14 ms smtp.ntlworld.com [62.254.26.221]

Trace complete.

C:\Users\user>


I am in the Wellingborough area - Luton and Huntingdon not that far away.

Hope this helps with the investigations.

Kind regards & thanks,
Jannette