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theboxers
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Message 41 of 63
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Re: blueyonder server asking for password

Hi All

A total FUBAR at VM IT currently (been going for a month now Smiley Mad). I now can not even get a request for a password. I get the following message.

Send Message Error

Sending of the message failed

The message could not be sent because the connection to the Outgoing server (SMTP)

smtp.verginmedia.com timed out. Try again.

Guess what. Tried again, failed again.

This is the error log I am getting

[19436:Main Thread]: I/SMTP SMTP Connecting to: smtp.virginmedia.com:465
[19436:Main Thread]: I/SMTP SMTP Connecting to: smtp.virginmedia.com:465
[19436:Main Thread]: I/SMTP SMTP Connecting to: smtp.virginmedia.com:465
[19436:Main Thread]: I/SMTP SMTP Connecting to: smtp.virginmedia.com:465

That's it. 4 lines.

Will this ever be fixed?

I tried the change password again. I've checked my servers. It is as it was before this shower of you know what hit.

Is there any chance that this will get sorted some time this year.

Regs

RichT

Sent 7/8/19 @12.30pm

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theboxers
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Message 42 of 63
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Re: blueyonder server asking for password

Hi All

Any chance of getting this fixed?

Regs
RichT
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mahowarth
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Message 43 of 63
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Re: blueyonder server asking for password

Hi all,

I've been having the same issue now for over 3 months, I have had my technical support (who is writing this thread on behalf of myself) looking at it to no avail. We have called VM tech support numerous times and been fobbed off with multiple different possibilities for the error and each time asked to wait until a certain date when the issue will be resolved, 3 moths on and we are still no further.

The things we have tried are as follows:

1. upgrading outlook (originally outlook 2007), tried outlook 2010, and now on outlook 2016
2. adding email account to different machine (tried on customers laptop, tech support's laptop)
3. tried on different Internet connection (tethered laptop to 4G connection)
4. tried on a brand new Pc with a fresh install of windows/Office 2016 (on both VM and non VM connections

As you can see we have tried all different possibilities but still get results - blueyonder smtp not recognising password. The annoying thing is that the email account works perfectly in webmail on all devices and also on the customers android phone.

I have performed the logging in outlook as suggested and the results are below, is it possible to get some support with this please (thanks in advance):

2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Begin execution
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Port: 465, Secure: SSL, SPA: no
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Finding host
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Connecting to host
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Securing connection
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Connected to host
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 220 know-smtprelay-5-imp cmsmtp ESMTP server ready
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] EHLO MININT50LOL9I
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-know-smtprelay-5-imp hello [62.31.29.25], pleased to meet you
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-HELP
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-AUTH LOGIN PLAIN
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-SIZE 52000000
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-ENHANCEDSTATUSCODES
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-PIPELINING
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-8BITMIME
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250 OK
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Authorizing to server
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] AUTH LOGIN
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 334 VXNlcm5hbWU6
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] bWFob3dhcnRoQGJsdWV5b25kZXIuY28udWs=
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 334 UGFzc3dvcmQ6
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] *****
2019.07.30 12:41:52 SMTP (smtp.virginmedia.com): <rx> 535 5.7.8 Authentication Credentials Invalid (VM300)
2019.07.30 12:41:52 SMTP (smtp.virginmedia.com): Retrying authorization
2019.07.30 12:41:57 SMTP (smtp.virginmedia.com): Disconnected from host
2019.07.30 12:41:57 SMTP (smtp.virginmedia.com): End execution

 

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Forum Team
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Message 44 of 63
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Re: blueyonder server asking for password

Hi mahowarth,

 

Thanks for your post. 

 

You can find more information on this here: https://community.virginmedia.com/t5/Email/Unable-to-log-into-webmail/td-p/4009266/page/20. Please pop a post on there and our team will be in contact.

 

Thanks

 

Melissa 

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mahowarth
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Message 45 of 63
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Re: blueyonder server asking for password

Thanks Melisa, however that thread is relating to people unable to log into webmail, as stated in my post my webmail is working fine. Should I still post in there?

 

 

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Message 46 of 63
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Re: blueyonder server asking for password

Aaah my apologies, I've mis-read that.

 

Okay so webmail is working fine, it's when using a client to log in? 

 

Have you tried going down the 'forgotten password' route?

 

Thanks

 

Melissa 

 

 

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mahowarth
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Message 47 of 63
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Re: blueyonder server asking for password

yes we have tried the forgotten password route - however the password is working completely fine on both webmail and android devices - its just outlook that is the issue - but as per thread have tried on several different devices and the issues remains

ta

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Message 48 of 63
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Re: blueyonder server asking for password

Hi mahowarth,

 

I am sorry to hear you are still having this issue, are you able to add a screenshot of the error you are getting when trying to log in.

 

Kind regards

 

Paul.

 

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Very Insightful Person
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Message 49 of 63
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Re: blueyonder server asking for password

If I may interject:

@mahowarth 's personal IT support person has actually provided something far better than an Outlook Error message - They've provided the SMTP logs

Crucially this here:

2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Connected to host
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 220 know-smtprelay-5-imp cmsmtp ESMTP server ready
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] EHLO MININT50LOL9I
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-know-smtprelay-5-imp hello [62.31.29.25], pleased to meet you
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-HELP
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-AUTH LOGIN PLAIN
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-SIZE 52000000
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-ENHANCEDSTATUSCODES
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-PIPELINING
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250-8BITMIME
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 250 OK
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): Authorizing to server
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] AUTH LOGIN
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 334 VXNlcm5hbWU6
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] xxxxxx
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): <rx> 334 UGFzc3dvcmQ6
2019.07.30 12:41:47 SMTP (smtp.virginmedia.com): [tx] *****
2019.07.30 12:41:52 SMTP (smtp.virginmedia.com): <rx> 535 5.7.8 Authentication Credentials Invalid (VM300)
2019.07.30 12:41:52 SMTP (smtp.virginmedia.com): Retrying authorization
2019.07.30 12:41:57 SMTP (smtp.virginmedia.com): Disconnected from host
2019.07.30 12:41:57 SMTP (smtp.virginmedia.com): End execution

The line in red is the error message returned from Virgin Media's servers.  That is far better than any stock error message that pops up.

@mahowarth - Outlook receive mail through either POP3/IMAP and is the Outgoing server set up to use the same login details as the incoming server?

Tim

 

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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mahowarth
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Message 50 of 63
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Re: blueyonder server asking for password

Yes I can confirm that outlook is setup to use the same credentials for both the incoming and outgoing mail server!

as an update - the email test we sent yesterday did actually come through this morning at 9:37am. This was from the test machine and the only difference with this is that the machine has been left switched on with outlook continuously running!

I will test the original machine later to see if anything has changed with that!

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