Outlook 2010 - outlook anywhere not connecting from home

[ahrusca]

Hi All,
Many users connected with their outlook from home to our online web access address. (owa.organization.com) This works without a hitch on all mobile devices and home pcs.
One user had no problem accessing this from home but then all of a sudden it stopped working for them. They are able to connect through public wifi, or their mobile internet stick but for some reason their home wifi is blocking access. He says that this issue came out of nowhere.
I was able to connect to them via team viewer and have full access to their computer, so the computer is definitely connected to the internet.

Any ideas? Is there a particular firewall setting on their home router that I should check out?
Thanks.

 

[goombawaho]

Is it YOUR problem or his problem? Usually company IT support doesn't help out with home computer issues and for a reason, not to get involved with the home computing environment. If it's not your responsibility, why not suggest he gets someone to make a house call.

If it IS your responsibility - bummer.
Check access via IP address instead of DNS name
If that works, check DNS settings on computer & try different
Look at HOSTS file
Scan for malware (see why this can get messy)
Reboot home modem/router
If separate modem/router, connect only via modem (reboot modem to allow IP change)

 

[ahrusca]

Hey, I appreciate the quick response.
It is and it isn't my issue. The user can use their mobile stick to gain access to their email so they should be fine. I just don't want it to reflect negatively on me.
I will look into those possible issue that you outlined, but you make a good point that it can be a messy working on the user's home network.
Thanks.

 

[goombawaho]

Yes, normally anyone (like Comcast for example) won't get into any troubleshooting of your PC because it might be the fault of your 8 year old router or you're still running Windows ME or you have a virus from porn surfing. They just can't get involved with all that noise.

You can be nice and help somewhat, but if you're not obligated from an employment standpoint, I'd be careful about getting waste-deep in the person's computer environment.

There must be some policy on the lines of demarcation of responsibility. You said it worked everywhere else for everyone else. That should be good enough for your boss. I don't mean to sound like I wouldn't try to help the dude, but when I had a real IT job, there's no way I had time for stuff like this.

 

[PCmad]

Get them to connect via a lan cable and not use wireless does this work? If it does you know its their wireless at fault.
Check the router settings, mac filtering for instance, have they got any firewall ports blocked, find the port for OWA and setup a rule in the router to allow this to go through.
Turn any antivirus and firewall programs and facility on the router whilst you troubleshoot as well.
Update lan drivers and wireless drivers but then if its their home PC shouldn't have to support. Provide them with a temporary work laptop and let them take it home one night and as a test see if they can connect via wireless, if it works its their home PC or settings in their router that is causing the issue.

 

[cdogg]

Agree with PCmad. Try it through an ethernet cable and from another computer on the same network. Both tests should help pinpoint whether it's an issue with the wireless connection or with the ISP/router. Try additional steps too, like pinging and tracerouting the domain name (e.g. organization.com).

-Carl
"The glass is neither half-full nor half-empty: it's twice as big as it needs to be."

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