@IrvSp 

 

Likely we will need to open a case with TrendMicro.  You stated that you called in and a case was escalated.  Can you provide the case number you were given.  I need to make sure we are not being counter-productive and doing the work twice. 

@Carl 

 

Yes, I did call in, but to TP-Link.

 

Case #[TPLINK SUPPORT #308197]: SRCN19111600117 + Archer A20

 

I wouldn't even KNOW how to open a case with Trend Micro as I do not 'own' anything I would think other than what was burried in the router and there are NO options of settings other than on/off, and off did nothing?

 

I should have a TeamViewer session around 2 1/2 hours from now with your off-shore support. Hopefully after that I'll know more.

 

Wasn't too happy about the first response, seems my 2nd call in which did the escalation because I did try connected to the modem and it worked fine wasn't recorded?

 

-------------

Dear Customer,

This is a TP-Link senior engineer here.
Accroding to your former reocrd, as long as the router could surf internet, the send of email would be fine.
Do you have a modem in your house? Or is it a wall port which is connected to your ISP.
If you have a modem in your house, please connect your computer directly to the modem or to the wall port.
See if this error message shows up: CMST TP 184.88.29.70 - service temporarily unavailable

If it doesn't, then I suppose the issue is not with the router, contact rr.com please.
If the computer connected to the modem or the wall port could send email, but cannot if connected to Archer A20.
Then the issue might be with the router, I might have to deeply troubleshoot it.

Thank you for your cooperation and patience.

Parker.Hu
Technical Support Engineer

------------

 

Pointed the agent back to here as there is more data that probably wasn't properly recorded and then got this response:

 

-------------

Dear Customer,

Sir, I got it now, the records on our community is much more specific and helpful, thanks.
Your issue seems abnormal to me as well, in order to get this resolved, I might have to remotely control your computer for some deep troubleshooting, is that OK?
If the remote session is OK for you, please download a teamviewer software on your computer and send me the ID and password.
I'm located in UTC+8, I would be availble from 7:30PM to another day's 5:00AM in your time.

I'm available right now, whenever you are ready, just send me the ID and password of teamviewer for me to connect.

Thank you for your cooperation and patience.

Parker.Hu
Technical Support Engineer

-------------

 

I'm using an older ASUS RT-N56U that doesn't have anywhere the coverage of either Netgear I had or the A20. I'll be putting back on-line the A20 soon and testing again to make sure it is failing. The router I was using before the A20 I loaned to a friend about a week ago as his wasn't working too well, and then the A20 started doing this. He's out of town and I can't get the old Netgear back for another 1 week. Hope this can be resolved or replaced fast?

 

Right now I just hope it still fails. Router has been powered off and if something was held in NVRAM it might have disappeared and it will work?

@IrvSp 

 

Thank you.  That is what i meant the contact to TP-Link.  We can reach out to TrendMicro to see if the service is being blocked.  I'll look into it and let you know. 

@Carl 

 

Just put the A20 back and I still have the problem... clearly in the router somehow?

 

Do you think this is a Trend Micro how would I contact them?

 

I thought I saw another post somewhere here that showed a lot more controls for Trend Micro?

@Carl 

 

I don't think it is a service? Note even a PORT as my mail server when on the network can use 3 different one.

 

General SMTP port settings for CHARTER.NET

Outgoing (SMTP) Secure - Port: 465 for and Security Type: SSL/TLS (Accept all certificates)
Outgoing (SMTP roaming server) Secure - Port: 587 and Security Type: SSL/TLS (Accept all certificates)
Outgoing (SMTP) - Port: 25 and Security Type: None (Accept all certificates)
Outgoing (SMTP roaming server) Insecure - Port: 587 and Security Type: None (Accept all certificates)

 

None worked? Once the router was replaced, I left it at what it was and it worked...

 

So it could be a block on the URL? More than likely as I got different errors depending on which device, PC using Thunderbird, iPad using its mail client and the Android phone on wifi using its email client. Suspect the clients handle errors differently?

@IrvSp 

 

I have asked our VIP/Engineering to team to review this thread and reach out to TrendMicro.  I will keep in touch with them and get you an update as soon as i have one.  I believe errors are handled differently depending on the device but we will see what VIP says.  They may respond dirrectly to this Thread,  To me or to you via the open Email case.  Either way i will stay on top of it and make sure you are updated. 

@Carl 

 

Thanks, I'll post back here what happens with the TeamViewer session as well.

 

It just boggles my mind how I can GET e-mail from the same server, but can NOT send e-mail via the same server. Makes no sense as I have to go to the server to do both, only difference is the ports I use? POP3 in, 995, SMTP out, 3 different ports can be used and all fail? Yet with a different router being used, no problems, and there were none with the A20 until a few days ago either?

@IrvSp 

 

Oh i understand,  incoming and outgoing are different protocols and ports but it does appear that there is something blocking the outgoing service on the router.  Epically since its the only device having the issue.  One this you can do to at least see if its a port issue is put your computer in a DMZ.  Of course you only want to do this for a quick test because that opens all prots to the computer which isn't safe, but it will confrim or rule out a port setting as the culprit. 

 

Carl wrote

@IrvSp 

 

Oh i understand,  incoming and outgoing are different protocols and ports but it does appear that there is something blocking the outgoing service on the router.  Epically since its the only device having the issue.  One this you can do to at least see if its a port issue is put your computer in a DMZ.  Of course you only want to do this for a quick test because that opens all prots to the computer which isn't safe, but it will confrim or rule out a port setting as the culprit. 

@Carl , 2 hours and 45 minutes later.

 

Showed it worked direct to modem but not router. Parker Hu, TERRIFIIC!!! He tried a LOT of things. Put on a Beta, no change, disabled Trend Micro and QoS, no change. Played around with WireShark and tracked TCP/IP. Eventually played with all the SMTP settings.

 

Spectrum (Actually Charter) who I have bought my ISP, Brighthouse Networks, as well as Time Warner, who 'is' Road Runner' which is the Mail Service Spectrum uses. Spectrum part of Brighthouse actually is a copy of MAIL.TWC.COM to MAIL.BRIGHTHOUSE.COM. Well Parker changed my SMTP server to MAIL.TWC.COM and my e-mail going out works?

 

It is a mystery why MAIL.BRIGHTHOUSE.COM can be used when direct connect to my modem, but not when connected to the A20? Parker is going to research it later and see if he can recreate the problem, so for now, the case is still open.

 

Now I have to change all the e-mail SMTP servers on all the devices.

 

I (and Parker) have no idea why this is happening nor why it just went 'bad'?

 

I still feel it could be something in the router, but I have no proof...

@Carl ,

 

I have some more data, TRACERT acts strangely. Could be part of the problem?

 

I did some TRACERT's to the different e-mail servers... very
strange and and maybe the reason it isn't working? I have NOT tried
direct to modem.

MAIL.BRIGHTHOUSE.COM and SMTP-SERVER.BRIGHTHOUSE.COM and the SAME server:

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

C:\>tracert mail.brighthouse.com

Tracing route to mail.brighthouse.com [47.43.26.56]
over a maximum of 30 hops:

   1    <1 ms    <1 ms    <1 ms  192.168.0.1
   2    15 ms    15 ms     9 ms  10.120.0.1
   3     9 ms    15 ms    10 ms  ten-0-5-0-6.orld35-ser2.bhn.net
[72.31.218.174]
   4    19 ms    13 ms    13 ms  bundle-ether33.orld71-car2.bhn.net
[72.31.195.152]
   5    21 ms    15 ms    15 ms  bu-14-tamp20-car2.bhn.net [71.44.1.214]
   6    16 ms    18 ms    17 ms  hun0-1-0-5-tamp20-cbr1.bhn.net [72.31.3.97]
   7    26 ms    21 ms    23 ms
bu-ether19.chctilwc00w-bcr00.tbone.rr.com [66.109.6.42]
   8    62 ms    61 ms    63 ms
bu-ether17.hstqtx0209w-bcr00.tbone.rr.com [66.109.1.70]
   9    71 ms    71 ms    66 ms
bu-ether12.dllstx976iw-bcr00.tbone.rr.com [66.109.6.39]
  10    60 ms    60 ms    59 ms  be7.ar3.pkv01.tbone.rr.com [66.109.10.97]
  11    55 ms    57 ms    54 ms  66.109.5.83
  12    58 ms    56 ms    61 ms  150.181.106.41
  13    59 ms    57 ms    53 ms  24.169.190.237
  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:\>tracert smtp-server.brighthouse.com

Tracing route to smtp-server.brighthouse.com [47.43.26.4]
over a maximum of 30 hops:

   1    <1 ms    <1 ms    <1 ms  192.168.0.1
   2    18 ms    15 ms    10 ms  10.120.0.1
   3    13 ms    12 ms    12 ms  71-46-9-183.res.bhn.net [71.46.9.183]
   4    13 ms    16 ms    16 ms  bundle-ether33.orld71-car2.bhn.net
[72.31.195.152]
   5    18 ms    17 ms    17 ms  bu-14-tamp20-car2.bhn.net [71.44.1.214]
   6    21 ms    21 ms    17 ms  hun0-1-0-5-tamp20-cbr1.bhn.net [72.31.3.97]
   7    22 ms    23 ms    22 ms
bu-ether19.chctilwc00w-bcr00.tbone.rr.com [66.109.6.42]
   8    61 ms    63 ms    63 ms
bu-ether17.hstqtx0209w-bcr00.tbone.rr.com [66.109.1.70]
   9   215 ms    54 ms    62 ms  107.14.19.49
  10    68 ms    76 ms    67 ms  be7.ar3.pkv01.tbone.rr.com [66.109.10.97]
  11    56 ms    57 ms    59 ms  66.109.5.83
  12    56 ms    56 ms    58 ms  150.181.106.41
  13    57 ms    63 ms    57 ms  24.169.190.237
  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.

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

Both timeout....

Now MAIL.TWC.COM:

---------------------------

C:\>tracert mail.twc.com

Tracing route to dnvrco-twc-vip.email.rr.com [107.14.73.68]
over a maximum of 30 hops:

   1    <1 ms    <1 ms    <1 ms  192.168.0.1
   2    10 ms    10 ms    12 ms  10.120.0.1
   3    14 ms    11 ms    11 ms  ten-0-5-0-9.orld35-ser2.bhn.net
[72.31.223.50]
   4    33 ms    33 ms    18 ms  bundle-ether33.orld71-car2.bhn.net
[72.31.195.152]
   5    15 ms    16 ms    16 ms  bu-14-tamp20-car2.bhn.net [71.44.1.214]
   6    16 ms    19 ms    16 ms  hun0-1-0-5-tamp20-cbr1.bhn.net [72.31.3.97]
   7    27 ms    22 ms    22 ms
10.bu-ether15.tamsflde20w-bcr00.tbone.rr.com [66.109.6.96]
   8    60 ms    54 ms    54 ms
bu-ether17.hstqtx0209w-bcr00.tbone.rr.com [66.109.1.70]
   9    61 ms    54 ms    55 ms  107.14.19.49
  10    57 ms    58 ms    56 ms  be7.ar3.pkv01.tbone.rr.com [66.109.10.97]
  11    54 ms    56 ms    65 ms  be3.ar1.pkv01.tbone.rr.com [66.109.10.103]
  12    54 ms    57 ms    54 ms  66.109.6.219
  13    57 ms    54 ms    53 ms  76.85.224.18
  14    53 ms    51 ms    55 ms  dnvrco-twc-vip.email.rr.com [107.14.73.68]

Trace complete.

-----------------------

Very confusing...

So I had a thought, rather than connecting the PC to the modem, why not
put the PC on the DMZ and try?

So I did that, as that will OPEN all ports. DHCP server starts at 100,
so I set the PC to 192.168.0.20 and tried TRACERT again:

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

C:\>ipconfig

Windows IP Configuration

Ethernet adapter Ethernet:

    Connection-specific DNS Suffix  . :
    Link-local IPv6 Address . . . . . : fe80::58bf:9e27:bf45:87e8%6
    IPv4 Address. . . . . . . . . . . : 192.168.0.107
    Subnet Mask . . . . . . . . . . . : 255.255.255.0
    Default Gateway . . . . . . . . . : 192.168.0.1

Ethernet adapter Bluetooth Network Connection:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix  . :

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

I reset the adapter to change to the DMZ address:

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

C:\>ipconfig

Windows IP Configuration

Ethernet adapter Ethernet:

    Connection-specific DNS Suffix  . :
    Link-local IPv6 Address . . . . . : fe80::58bf:9e27:bf45:87e8%6
    IPv4 Address. . . . . . . . . . . : 192.168.0.20
    Subnet Mask . . . . . . . . . . . : 255.255.255.0
    Default Gateway . . . . . . . . . : 192.168.0.1

Ethernet adapter Bluetooth Network Connection:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix  . :

C:\>tracert mail.brighthouse.com

Tracing route to mail.brighthouse.com [47.43.26.56]
over a maximum of 30 hops:

   1    <1 ms    <1 ms    <1 ms  192.168.0.1
   2    26 ms    22 ms    23 ms  10.120.0.1
   3    12 ms     9 ms    12 ms  ten-0-5-0-6.orld35-ser2.bhn.net
[72.31.218.174]
   4    15 ms    12 ms    12 ms  bundle-ether33.orld71-car2.bhn.net
[72.31.195.152]
   5    20 ms    15 ms    17 ms  bu-14-tamp20-car2.bhn.net [71.44.1.214]
   6    18 ms    19 ms    14 ms  hun0-1-0-5-tamp20-cbr1.bhn.net [72.31.3.97]
   7    61 ms    25 ms    21 ms
bu-ether19.chctilwc00w-bcr00.tbone.rr.com [66.109.6.42]
   8    59 ms    54 ms    55 ms
bu-ether17.hstqtx0209w-bcr00.tbone.rr.com [66.109.1.70]
   9    55 ms    63 ms    62 ms
bu-ether12.dllstx976iw-bcr00.tbone.rr.com [66.109.6.39]
  10    61 ms    59 ms    60 ms  be7.ar3.pkv01.tbone.rr.com [66.109.10.97]
  11    55 ms    57 ms    57 ms  66.109.5.83
  12    56 ms    55 ms    54 ms  150.181.106.41
  13    56 ms    52 ms    55 ms  24.169.190.237
  14     *        *     184-088-029-070.res.spectrum.com [184.88.29.70] 
reports: Destination host un
reachable.

Trace complete.

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

I really think SOMETHING in the router is causing this?

 

Might want to pass this one, already replied to Parker in a Case e-mail with this info.

 

I think going DMZ would be the same as a direct connect to the modem, only with a different IP Address on the PC but it goes out from the modem DIRECT, no ports closed at all.