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Can't access Google Gmail after network outage two days ago.

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Regular Visitor

Can't access Google Gmail after network outage two days ago.

We had a network outage two days ago with Xfinity and ever since we cannot access our Google Gmail account via outlook.    Looks like Xfinity has a routing issue based on the trace routes below.  Who at Xfinify handles these issues?   There doensn't appear to be an option to open a trouble ticket anymore via Xfinity support page.   Here are the traceroutes to Google Gmail for SMTP and POP.

 

Tracing route to smtp.gmail.com [64.233.185.109]
over a maximum of 30 hops:

1 40 ms 2 ms 2 ms 192.168.101.1
2 13 ms 10 ms 12 ms 96.120.58.93
3 11 ms 11 ms 10 ms 96.110.211.17
4 11 ms 13 ms 10 ms 68.85.202.69
5 18 ms 17 ms 17 ms 68.86.90.209
6 16 ms 22 ms 19 ms 68.86.85.254
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.

Tracing route to pop.gmail.com [64.233.177.108]
over a maximum of 30 hops:

1 54 ms 2 ms 2 ms 192.168.101.1
2 13 ms 11 ms 12 ms 96.120.58.93
3 11 ms 16 ms 12 ms 96.110.211.17
4 13 ms 12 ms 11 ms 68.85.202.69
5 19 ms 18 ms 19 ms 68.86.90.209
6 20 ms 18 ms 18 ms 68.86.85.254
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.

 

 

 

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Gold Problem Solver

Re: Can't access Google Gmail after network outage two days ago.

Configure your trace so it continues for at least 30 hops. My trace to smtp.gmail.com in Win 10 looks like this:

 


C>tracert -4 smtp.gmail.com

Tracing route to smtp.gmail.com [173.194.208.108] over a maximum of 30 hops:

1 46 ms 17 ms   8 ms router1 [192.168.1.1]
2 21 ms 21 ms 23 ms 96.120.9.181
3 21 ms 20 ms 15 ms te-0-6-0-0-sur02.york.pa.pitt.comcast.net [162.151.68.57]
4 20 ms 13 ms 14 ms 96.110.24.214
5 21 ms 14 ms 15 ms  96.110.25.65
6 30 ms 24 ms 30 ms be-34-ar01.mckeesport.pa.pitt.comcast.net [69.139.168.141]
7 36 ms 30 ms 32 ms be-7016-cr02.ashburn.va.ibone.comcast.net [68.86.91.25]
8 35 ms 29 ms 28 ms be-10130-pe04.ashburn.va.ibone.comcast.net [68.86.82.214]
9 38 ms 29 ms 29 ms 50.208.232.110
10   *            *          *        Request timed out.
11 37 ms 29 ms 30 ms  74.125.252.38
12 38 ms 36 ms 30 ms 108.170.246.49
13 36 ms 39 ms 30 ms 216.239.48.101
14 45 ms   *         37 ms 216.239.48.9
15 51 ms 52 ms 44 ms  74.125.252.130
16 58 ms 39 ms 40 ms 209.85.252.173
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 43 ms 36 ms 37 ms  ql-in-f108.1e100.net [173.194.208.108]

Trace complete


Notice that hops past #9 are google IPs, and I don't reach the target until hop #26. It isn't clear if there is a problem, or if Google's routers for hops 17-25 are just not responding to the trace packets. But if there is a problem. it's a Google problem.

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Regular Visitor

Re: Can't access Google Gmail after network outage two days ago.

Thanks for the suggestion.  I allowed the traceroute to run to the maximum of 30 hops.   Just cut it short when posting online as their was on changes all the way to the end. 

 

Strange enough, things seem to be better now though it is hit and miss.  

 

Regards,

 

/Mike

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Regular Visitor

Re: Can't access Google Gmail after network outage two days ago.

Problem still exist.   Only solution I have found is to switch from Comcast over to my secondary ISP which is Verizon and all works as expected ever time.    Interestingly I can always access my gmail via a web browser even when my email client can't connect.   The browser of course uses port 443 whereas the mail client uses ports 995 and 465.   Seems to clear up later in the day and afternoon.   I have ran numerous speedtest while the issue is occuring and when it is not.   The speedtest all come back as expected in both situations.   All other applications we use which are primarly based on web browsing work fine when the problem is occuring.   Best guess is Comcast is experiencing some type of congestion from their network to the NAP where they reach Google.

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Regular Visitor

Re: Can't access Google Gmail after network outage two days ago.

I finally resolved this issue.   Turns out to be a DNS issue.   The IP address being presented via DNS for the two hosts, pop.gmail.com and smtp.gmail.com using either Xfinity for DNS or even Goggle for DNS don't work across the Xfinity network.   Xfinity is also blocking access to Goggle's secondary DNS server 8.8.4.4 which is unreachable on the Xfinity network.