Need some help fault finding

[Tom Brough]

Running a Asus router mesh network and struggling with my wifes work emails not working, if she turns wifi off and uses mobile data they work, if she turns on VPN they work, but normally they dont. Im struggling with fault finding to find out why is the problem.

I have adguard home running on a synology nas, but ive tried disabling it, and no change, and ive tried manually setting her dns to google and that doesnt fix it, so im suspecting its something on the router thats blocking it but i dont really know anyway to work out what?

Anyone free to give me some ideas?

 

[Tech Junky]

Sounds like you're blocking the domain.

With all the junk the router has running in the OS it could be a lot of thins. Turn off all of the apps within the OS and it should start working.

 

[ColinTaylor]

if she turns on VPN they work, but normally they dont.

Are you saying that with the VPN turned on they always work, or that sometimes they do and sometimes they don't?

 

[Tom Brough]

Hello chap, yes if i put the VPN they work, on cellular network they work, on normal wifi its no go.

 

[Tom Brough]

Sounds like you're blocking the domain.

With all the junk the router has running in the OS it could be a lot of thins. Turn off all of the apps within the OS and it should start working.

What sort of things do i turn off? AI protection? I dont see much else on the router?

 

[Tom Brough]

Ive tried turning AI protection off, no change, ive tried turning firewall off no change... struggling to find anything else that it maybe? How would i know if its a ISP issue? Could i tell if the ISP was blocking a port?

 

[ColinTaylor]

Is it only effecting emails, and specifically your wife's work emails? What about your wife's emails to non-work accounts?

A short while back I was having problems receiving emails from BT accounts because some of the BT mail servers had been erroneously blacklisted.

 

[Tom Brough]

Yes everything works apart from her work email app, our personal emails work faultless

 

[Tom Brough]

She uses an app for her work emails, its bluemail? We have it on our laptop and her work phone, it used to work, but recently stopped, we assumed it was the mail server being down one day, so didnt think about but again the next day it didnt work, and the day after that, she asked at work but no one had issues just us. So my investigation started, i assumed it was adguard blocking it as thats the normal cause, but when i turned it off it made no difference. Ive tried everything i can think of to get it working without luck.

If we use mobile signal not wifi it works, and if i use VPN on the laptop it works, but without the VPN it doesnt...

 

[Tom Brough]

I was wondering if i need to do something with ports as the address to log in uses this...

https://creativesupport.org.uk:2096/horde/login.php ​

so its using port 2096, which i havent manually opened or allowed, obviously when using the VPN it diverts traffic to 443 i guess??

 

[L&LD]

Does your wife's computer connect to the AiMesh node? If not, does enabling Guest Network 2 or 3 and connecting her laptop there solve her issues?

 

[Tom Brough]

I dont have any guest networks set up, just a GT-AX11000 as main router with 2 XT8 in AImesh to boost coverage due to thick stone walls, But i can try it now.

 

[Tom Brough]

Right im on guest network now, cant access the router main page, guess thats normal safety, and no the emails still dont work.

 

[Tech Junky]

Hmm... Guest should bypass any unintended blocks.

Next step would be bypass all of the routers and connect directly to the ISP modem after rebooting it and see if it works. This should rule out the ISP blocking the port / page. If it still doesn't work then you have to deal with the ISP and get them to clear it. If it does work then defaulting the router / connecting through that to test would be the next step. Works, then move on to the XT8's and test from there.

Each device test should be with Ethernet & WIFI.

 

[ColinTaylor]

so its using port 2096, which i havent manually opened or allowed,

Don't mess with the ports, you'll just make things worse.

obviously when using the VPN it diverts traffic to 443 i guess??

No that's not what happens, it's still using port 2096.

It sounds like your mail provider has blacklisted your router's WAN IP address. From your main PC you can try going to the router's WAN > Internet Connection page. Then clicking on the "MAC Clone" button. Apply the change and wait for it to reboot. You may need to power cycle your modem as well.

Alternatively you could contact the mail provider and ask them if they're blocking your IP address.

 

[ColinTaylor]

I was wondering if i need to do something with ports as the address to log in uses this...

https://creativesupport.org.uk:2096/horde/login.php

Are you saying the "app" uses this URL? What happens if you try going to this URL in a web browser?

 

[Tom Brough]

It just sits trying to load but fails after a while... if i hit the VPN it loads instant.

 

[ColinTaylor]

It just sits trying to load but fails after a while... if i hit the VPN it loads instant.

That does support the theory that they've blacklisted your IP address.

 

[Tom Brough]

Maybe, it would be nice to know.

 

[ColinTaylor]

Maybe, it would be nice to know.

That website is on the sorbs blacklist. As that list is commonly used by ISP's it's possible that it's your ISP that is blocking you getting there rather than the website itself.

As @Tech Junky suggested earlier, contact your ISP and explain the problem.

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