I experienced a problem yesterday while working on a client's laptop that's perplexed me. My customer asked me to install an email client on his Windows 7 laptop so that he could avoid using Time Warner Webmail. I installed Windows Live Mail 2012 (WLM) and entered all Time Warner's recommended settings including my client's email address and password. WLM failed in every attempt to download his mail.
In order to make certain that I had been given an accurate ID and password, I decided to logon to Time Warner's Web Mail site (https://mail.twc.com) and test the ID and password. Every attempt to get to this website where Time Warner clients enter their ID and password resulted in my seeing "This page can't be displayed"; "This page is not available" or "The connection was reset" (depending on whether I used the latest version of IE 11, Chrome, or Firefox). Time Warner assured me the site was not down. A friend who lives close confirmed this by accessing the site with no difficulty. Whether I entered "mail.twc.com" or used a Time Warner link that existed to take me to this site, my result was the same. After speaking with Time Warner for more than an hour, I decided to have my client try the laptop in his home. When my client launched WLM at his home, it worked flawlessly!
While I no longer a need to access this site, I'd like to understand why this problem persists.
The following may be helpful.
- My Windows 7 Troubleshooter identifies no problems after failing to access the site
- Results identical with Chrome, Internet Explorer 11, Firefox
- Problem persists after cookies deleted
- Problem persists when antivirus (Avast Free) disabled
- Problem persists when firewall (Windows) disabled
- Host file inspected and found to be clean
- Problem persists after router turned off for 30 seconds and then rebooted
- Problem exists when using a wireless connection or a wired connection
- Problem exists on every PC tested in my home
- My PCs are clean. They are scanned multiple times each week with Avast. Malwarebytes finds nothing suspicious.
I'm assuming the problem must exist somewhere in my network because the problem seems limited to my PCs. I'm not aware of any other website that is inaccessible. I'd appreciate any suggestions for identifying why this problem exists and how to address it.
In order to make certain that I had been given an accurate ID and password, I decided to logon to Time Warner's Web Mail site (https://mail.twc.com) and test the ID and password. Every attempt to get to this website where Time Warner clients enter their ID and password resulted in my seeing "This page can't be displayed"; "This page is not available" or "The connection was reset" (depending on whether I used the latest version of IE 11, Chrome, or Firefox). Time Warner assured me the site was not down. A friend who lives close confirmed this by accessing the site with no difficulty. Whether I entered "mail.twc.com" or used a Time Warner link that existed to take me to this site, my result was the same. After speaking with Time Warner for more than an hour, I decided to have my client try the laptop in his home. When my client launched WLM at his home, it worked flawlessly!
While I no longer a need to access this site, I'd like to understand why this problem persists.
The following may be helpful.
- My Windows 7 Troubleshooter identifies no problems after failing to access the site
- Results identical with Chrome, Internet Explorer 11, Firefox
- Problem persists after cookies deleted
- Problem persists when antivirus (Avast Free) disabled
- Problem persists when firewall (Windows) disabled
- Host file inspected and found to be clean
- Problem persists after router turned off for 30 seconds and then rebooted
- Problem exists when using a wireless connection or a wired connection
- Problem exists on every PC tested in my home
- My PCs are clean. They are scanned multiple times each week with Avast. Malwarebytes finds nothing suspicious.
I'm assuming the problem must exist somewhere in my network because the problem seems limited to my PCs. I'm not aware of any other website that is inaccessible. I'd appreciate any suggestions for identifying why this problem exists and how to address it.
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