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blunderman
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Virginmedia email imap server authentication/ synchronisation problem

On Microsoft Outlook 365 as email client on multiple windows 10 machines.  All software and O/S fully patched and up to date.  All have same intermittent (but frequent) problem in last couple of weeks.  You can almost be guaranteed on program open, and less frequently when synchronising email manually, that the program hangs when synchronising (virginmedia) subscribed folders.  An outlook  dialogue appears "enter your user name and password for the following server"  The server is imap.virginmedia.com.   Ok'ing the dialogue doesn't change anything.  Cancelling the dialogue or closing the dialogue window moves things forward but generates a synchronisation error (unable to connect to server). Credentials are correct.  If you keep repeating the synchronisation/ cancel/ close dialogue eventually it gets through the process.   

My guess is that it is some kind of server handshake timeout issue at the virgin media end as things do eventually work if you repeat often  enough.  Outlook did at one time support editing of server authentication wait times but that option is no longer available on the outlook client (not that it should be necessary)  

Is this a problem that virgin is aware of and is working on, or does anyone know a fix

 

Log file extract follows

 

C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLMIME.DLLIMAP: 12:07:13 [db]

Intializing connection [1F0BCCF0]

IMAP: 12:07:13 [db] Setting internal codepage to 1200

IMAP: 12:07:13 [db] Connecting to 'imap.virginmedia.com' on port 993.
IMAP: 12:07:13 [db] OnNotify: asOld = 0, asNew = 2, ae = 0
IMAP: 12:07:13 [db] srv_name = "imap.virginmedia.com" srv_addr = 62.254.26.223:993
IMAP: 12:07:13 [db] OnNotify: asOld = 2, asNew = 3, ae = 1
IMAP: 12:07:13 [db] OnNotify: asOld = 3, asNew = 4, ae = 0
IMAP: 12:07:13 [db] Negotiating secure connection with 'Microsoft Unified Security Protocol Provider'.
IMAP: 12:07:13 [db] OnNotify: asOld = 4, asNew = 6, ae = 2
IMAP: 12:07:13 [db] OnNotify: asOld = 6, asNew = 6, ae = 4
IMAP: 12:07:13 [db] OnNotify: asOld = 6, asNew = 5, ae = 2
IMAP: 12:07:13 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:13 [rx] * OK Virgin Media IMAP4 server ready [ e4c558782VM ].
IMAP: 12:07:13 [tx] wyu8 CAPABILITY
IMAP: 12:07:13 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:13 [rx] * CAPABILITY IMAP4rev1 NAMESPACE
IMAP: 12:07:13 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:13 [rx] wyu8 OK CAPABILITY completed.
IMAP: 12:07:13 [tx] LOGIN command sent
IMAP: 12:07:13 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:13 [rx] pv7d NO Invalid Backend.
IMAP: 12:07:13 [db] ERROR: "The server rejected your logon. Verify that your user name and password are correct.", hr=0x800CCCD1
IMAP: 12:07:19 [tx] LOGIN command sent
IMAP: 12:07:19 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:19 [rx] ntiw NO Invalid Backend.
IMAP: 12:07:19 [db] ERROR: "The server rejected your logon. Verify that your user name and password are correct.", hr=0x800CCCD1
IMAP: 12:07:20 [tx] LOGIN command sent
IMAP: 12:07:20 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:20 [rx] axzh NO Invalid Backend.
IMAP: 12:07:20 [db] ERROR: "The server rejected your logon. Verify that your user name and password are correct.", hr=0x800CCCD1
IMAP: 12:07:21 [tx] LOGIN command sent
IMAP: 12:07:21 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:21 [rx] 8o5r NO Invalid Backend.
IMAP: 12:07:21 [db] ERROR: "The server rejected your logon. Verify that your user name and password are correct.", hr=0x800CCCD1
IMAP: 12:07:23 [db] Connection to 'imap.virginmedia.com' closed.
IMAP: 12:07:23 [db] OnNotify: asOld = 5, asNew = 0, ae = 5

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ravenstar68
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Re: Virginmedia email imap server authentication/ synchronisation problem

There's a clue in the logs here:

IMAP: 12:07:21 [tx] LOGIN command sent
IMAP: 12:07:21 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 12:07:21 [rx] 8o5r NO Invalid Backend.

Invalid Backend would suggest to me that you need to make sure your username in the account settings is your FULL email address.

Tim

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blunderman
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Re: Virginmedia email imap server authentication/ synchronisation problem

Well done that man!  The Outlook authentication/ connection  dialogue was using only the pre @ component of the full email address.  The backend stub was implicit.  When investigating the synchronisation processing which was failing, Outlook was showing it was picking up/ using a back end stub of @vvirginmedia.com for subscribed folder synchronisation.  When I entered the full correct explicit email address into the dialogue  as you suggested the problem resolved.  Thanks again for your help.  Thrown by the fact it worked intermittently.  

ravenstar68
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Re: Virginmedia email imap server authentication/ synchronisation problem

Hi

Glad to hear you got it working.

Just for the record it's nothing to do with Outlook and simply how the VM's IMAP setup works.  Essentially if you are using the mail server addresses ending in virginmedia.com it's best to use the full email address as the username in all cases,  (although if the users email address ends in virginmedia.com you can just use the local part as the username), which is why the recommended settings on Virgin Media's email instructions advise using the full address no matter what domain your email address ends in.

Outlook itself just talks to the IMAP server with the command

<tag> login <username> <password>

It doesn't add anything to the username - it sends what you specified.

 

 

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