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Mac Mail client doesn't work through DSL

We just started using a Verizon DSL connection for our small business. Most things work great -- surfing the web is fast and I can access secure site via browser. For some reason I cannot connect through DSL to get email when I'm using the Mac Mail version 4.4 client. The connection just hangs. I have one pop account and 3 google gmail accounts that I consolidate within the offline client. I luckily have an alternative wifi connection in this building that I can use to get mail, but I need to switch back to our own nework to use the printer and surf at a higher speed.

Our CTO was able to fix it for a day by setting an exception on port 995 -- which is what the mail client uses to retrieve mail.

I know it's realted to Verizon DSL because the same computer works at home via our Verizon Fios service. It's also not an issue with Wifi -- it still doesn't connect when I use a LAN connection directly to the modem.

Please let me know if there are any fixes or work-arounds.

Thanks.

Rusty

Comments

dslr595148

Ok.

#1 What is the brand and model of your modem?

#2 What is the brand and model of your router?

quickcatch

>#1 What is the brand and model of your modem?

>#2 What is the brand and model of your router?

It's a Westell 7500 wireless modem/router.

Thanks.

Rusty

dslr595148

Ok.

When you said...

@quickcatch wrote:
Our CTO was able to fix it for a day by setting an exception on port 995 -- which is what the mail client uses to retrieve mail.

Where did this CTO do that?

Possible answers include...

#1 In the software firewall on your computer.

#2 In your modem combo (modem and router all-in-one). In your case your Westell, device.

quickcatch

Where did this CTO do that?
Possible answers include...
#1 In the software firewall on your computer.
#2 In your modem combo (modem and router all-in-one). In your case your Westell, device.

He went into the firewall admin panel in the Westell DSL modem.

Thanks.

Rusty

dslr595148

Ok, interesting.

#1 If you know how to log-in to this modem combo:

a) Do it.

b) Does the screen of your router look like

http://screenshots.portforward.com/Westell/A90-750015-07/index.htm

#2 If you do not konw how to log-in to the router, and you saw this CTO log-in to this Westell..

Did the screen of your router look like

http://screenshots.portforward.com/Westell/A90-750015-07/index.htm

#3 If you do not konw how to log-in to the router and you did not see this CTO log-in to this Westell...

a) Try to go to http://192.168.1.1/ .

b) If you are prompted for a Username and Password, try one of the following:

admin/password
admin/password1
admin/admin
admin/admin1
Your Verizon username/password

c) If you can't log-in, please post.

quickcatch

Thanks for all of your help, but we're not making too much forward progress.

We know how to log into the router and get to the admin panel. That's how my CTO created a special exception for port 995 that fixed the probem for one day.

So, we can access the admin panel, we have a good idea what we're doing but can't seem to find a fix.

Can you provide any suggestions for fixing the problem? I really appreciate all of your help, but I'm getting frustrated that we can't find the root cause. We've been diagnosing for the past four days.

Rusty

Hubrisnxs

sample settings

Incoming

Your incoming mail server

no ssl

Your email address

your username

your password

outgoing

outgoing.verizon.net

no ssl

my server requires authentication = yes

your verizon username (should be the same thing that you use to sign in at http://webmail.verizon.com, test your password by logging in at that website, if it doesn't work, then reset your password and use the correct information)

your verizon password

should work on 25 since this part is verizon, but if it doesn't work for whatever reason try 587

sometimes third party mail servers don't play nice, and don't use 587 for their alternate port. like go daddy often uses port 80 for ougoing as an example, your mail server may like 995. I wouldn't worry about your outgoing settings, and instead use the sample configuration above and let us know if it works. PREFERABLY you should delete your account settings and start from scratch.

quickcatch

Unfortunately this still isn't getting to theh root of the problem. I use four email accounts that I read using the Mac Mail client. These are:

1) standard pop mail hosted by Hostway

2) standard gmail

3) google apps mail (variation of gmail)

4) google apps mail (variation of gmail)

They all work when I'm home on any wifi network.

They ALSO work when I change the firewall setting on the Westell modem to "no security" (with ssl and port 995 specified).

When I switch back to "typical security" it doesn't work. We want the firewall in place so this is a problem we need to figure out how to resolve.

Thanks again.

Rusty

Hubrisnxs

my first instinct would have been that this is the root of your problem

www.verizon.net/port25

verizon requires special set up for third party email clients.

With regards to this piece of your post, though

They ALSO work when I change the firewall setting on the Westell modem to "no security" (with ssl and port 995 specified).

When I switch back to "typical security" it doesn't work. We want the firewall in place so this is a problem we need to figure out how to resolve.

If I am to understand you correctly, you're ABLE to send and receive mail with no firewall security enabled on the westell modem/router?

if that is true and simply turning on security hurts your ability to send mail, it sounds like it's your port forwarding rules that are stopping you. if you're 100% confident that the port forwarding rules are in place properly, than that points to a bad router in this case.

Try to factory reset the router (start from scratch) and then allow this tool to do the port forwarding rules for you if that is the case

It supports port forwarding for the following westell routers

Westell - 2100 (Westell Firmware)
Westell - 327W (BellSouth Firmware)
Westell - 327w (Verizon Firmware)
Westell - 327w (Westell Firmware)
Westell - 6100 (Verizon Firmware)
Westell - 6100 (Westell Firmware)
Westell - 7500 (Verizon Firmware)
Westell - 9100 (Verizon Firmware)

you guys are doing SSL VPN?

Hubrisnxs

just fyi, I googled port 995 - I am pretty sure you don't have to port forward that, but what I would do is start from scratch, factory reset the modem/router, use the above configuration with SSL checked in your incoming settings. I may have mentioned earlier, deleting your mail profile, and rebuilding it from scratch. I would do that, but make sure to use the outgoing info as described.

Just for clarification, are you able to send and not receive, or vice versa, able to receive not send. or both flat out don't work at the dsl location?

I haven't heard of anyone really having to port forward 995 tcp to a machine so they can receive email before. that would be new to me. but I did find this from the Gmail support forums that might help you.

They mention firewall a lot and the other user was able to connect after disabling the firewall. since your using the 7500 modem/router, then my first advice, which was to factory reset it, and then allow this tool to do the port forwarding rules for you still apply. so try that.

it supports your router.

so you have a two part solution, you have to use the email settings i mentioned,and then try to port forward it properly.

From the westell 7500 user manual page it says you set up customer firewall settings, but I think the port forward program linked will probably be enough with the correct settings (using your incoming mail settings, and then verizon's outgoing email settings)

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