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ryancairns
Newbie
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Message 1 of 15

Outlook / Office 365 connection problem

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When working from home, using my BT Broadband connection Outlook hangs on the splash screen saying "Loading Profile" - sometimes it eventually opens (maybe after 10 minutes) and even if it does open it has problems connecting to the mail server to download mails.

Sometimes it works fine.

 

- When I am in the office on a different network this works perfectly fine.
- When I switch my internet connection to hotspot off my phone from home this works perfectly fine.

- Turning off windows firewall makes no difference

- If I restart my broadband modem this seems to resolve the issue for a while!

- Issue only started 2-3 weeks ago (seemed to occur around the time of the latest office update - might be a coincidence)

- When I ping outlook.office365.com I get a time out. I can ping on other connections

 

Any ideas what this could be?

Thanks

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Distinguished Expert
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Message 2 of 15

Re: Outlook / Office 365 connection problem

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@ryancairns wrote:

When working from home, using my BT Broadband connection Outlook hangs on the splash screen saying "Loading Profile" - sometimes it eventually opens (maybe after 10 minutes) and even if it does open it has problems connecting to the mail server to download mails.

Sometimes it works fine.

 

- When I am in the office on a different network this works perfectly fine.
- When I switch my internet connection to hotspot off my phone from home this works perfectly fine.

- Turning off windows firewall makes no difference

- If I restart my broadband modem this seems to resolve the issue for a while!

- Issue only started 2-3 weeks ago (seemed to occur around the time of the latest office update - might be a coincidence)

- When I ping outlook.office365.com I get a time out. I can ping on other connections

 

Any ideas what this could be?

Thanks


That's a large number of symptoms and results you are reporting.

However: Which model of hub are you using?

 

The slow loading of Outlook is usually due to add - ins, within Outlook.

Firstly look at your add - in listing and see if they are all neceesary.

Try disabling some of them.

One of the culprits could be an Anti Virus program.

 

You can also contact Microsoft Forums, where they could suggest a Microsoft Office diagnostic progam to download.  

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ryancairns
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Message 3 of 15

Re: Outlook / Office 365 connection problem

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Thanks for the reply - but based on the fact that switching between internet connections instantly resolves the issue- mobile hotspot vs BT Broadband suggests this is not a software issue (I have logged with Microsoft regardless).

The fact also that I cannot ping the mail address suggests something on the homehub or the actual connection is blocking me from connecting.

I am using the latest BT Smart Hub.

What are my options in terms of support/escalation?

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ryancairns
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Message 4 of 15

Re: Outlook / Office 365 connection problem

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.. see screenshot below. Suggests some sort of DNS issue

 

Outlook Connection Issue.jpg

 

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smf22
Recognised Expert
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Message 5 of 15

Re: Outlook / Office 365 connection problem

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When connected via BT you're using IPv6 to connect to the server, but when on the mobile hotspot, you're using IPv4.

 

On a 'dual stack' host i.e., one running both IPv4 and IPv6, IPv6 is preferred, but applications should fail over to IPv4 within a few milliseconds if there's no response.

 

You can force applications like ping to use IPv4 or IPv6. For example:

 

C:\Users\smf22\Documents\my_stuff\bin>ping -4 outlook.office365.com

Pinging outlook-emeawest2.office365.com [40.101.76.114] with 32 bytes of data:
Reply from 40.101.76.114: bytes=32 time=33ms TTL=239
Reply from 40.101.76.114: bytes=32 time=32ms TTL=239
Reply from 40.101.76.114: bytes=32 time=32ms TTL=239
Reply from 40.101.76.114: bytes=32 time=38ms TTL=239

Ping statistics for 40.101.76.114:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 32ms, Maximum = 38ms, Average = 33ms

C:\Users\smf22\Documents\my_stuff\bin>ping -6 outlook.office365.com

Pinging outlook-emeawest2.office365.com [2603:1026:200:79::2] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 2603:1026:200:79::2:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

That may not be an option with other applications, so instead try disabling IPv6 within the network settings of your Windows client and see if that resolves the issue.

 

Regards

Distinguished Expert
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Message 6 of 15

Re: Outlook / Office 365 connection problem

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Thanks,

read your last post, also.

I note that you are using the HH6.

Does the BT mail application perform correctly?

i.e. Is the mail downloading to this?

is it BT Mail, or BT yahoo Mail?

 

Re dns issue, well.........?

Also, just out of curiosity, is IPv6 enabled on your smart hub?

 

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Distinguished Expert
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Message 7 of 15

Re: Outlook / Office 365 connection problem

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@smf22 wrote:

When connected via BT you're using IPv6 to connect to the server, but when on the mobile hotspot, you're using IPv4.

 

On a 'dual stack' host i.e., one running both IPv4 and IPv6, IPv6 is preferred, but applications should fail over to IPv4 within a few milliseconds if there's no response.

 

You can force applications like ping to use IPv4 or IPv6. For example:

 

C:\Users\smf22\Documents\my_stuff\bin>ping -4 outlook.office365.com

Pinging outlook-emeawest2.office365.com [40.101.76.114] with 32 bytes of data:
Reply from 40.101.76.114: bytes=32 time=33ms TTL=239
Reply from 40.101.76.114: bytes=32 time=32ms TTL=239
Reply from 40.101.76.114: bytes=32 time=32ms TTL=239
Reply from 40.101.76.114: bytes=32 time=38ms TTL=239

Ping statistics for 40.101.76.114:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 32ms, Maximum = 38ms, Average = 33ms

C:\Users\smf22\Documents\my_stuff\bin>ping -6 outlook.office365.com

Pinging outlook-emeawest2.office365.com [2603:1026:200:79::2] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 2603:1026:200:79::2:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

That may not be an option with other applications, so instead try disabling IPv6 within the network settings of your Windows client and see if that resolves the issue.

 

Regards


Yup!!!

That's the most likely problem.

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smf22
Recognised Expert
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Message 8 of 15

Re: Outlook / Office 365 connection problem

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Note that isn't the first report of IPv6 connectivity issues with Microsoft Outlook / Office 365. See Outlook 2016 Connections to Office 365 slow on IPv6.

 

Regards

ryancairns
Newbie
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Message 9 of 15

Re: Outlook / Office 365 connection problem

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Yep you got it - many thanks! Disabling IPv6 on my wireless adaptor did it.

 

That's as far as my networking knowledge goes - I have opened a support call with Microsoft... should I persue this? i.e. is this a BT or Microsoft issue?

Work around perfect for me - thanks!!!

 

 

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smf22
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Message 10 of 15

Re: Outlook / Office 365 connection problem

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Thanks for confirming @ryancairns. It would be useful for the wider community if you can pursue with Microsoft, and perhaps reference the other post I linked.

 

IPv6 is not going away, and so we should only think of disabling IPv6 as a temporary workaround. For issues such as this we need to at least alert providers of the problems to give them opportunity to resolve.

 

Regards

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