Can't email with Secure Connection enabled

[barnsworth]

Hello.  Out of the blue I can’t send an email (using thunderbird) when I have my Secure Connection enabled.  It’s worked for months and months and I haven’t had a problem.  Also with it enabled there are certain web sites it won’t let me access unless I turn it off.  When it’s off, no problem, I can email anything.

I’ve noticed too that when I turn the Secure Connection on it changes my wi-fi icon in the task bar to the ethernet icon.   It’s never done this before.  Every time I’ve ever looked there it’s the wi-fi icon displayed until recently.

Under my Network Connections it shows up as Ethernet2, unidentified network.  I don’t know if this is what it’s supposed to be or not.  Just thought I would toss that into the mix.

I’ve un-installed Secure Connection and re-installed it to no avail.  Does the exact same thing when I turn it back on.

Any help is appreciated!

[Flood and Flood's wife]

Hello.  Out of the blue I can’t send an email (using thunderbird) when I have my Secure Connection enabled.  It’s worked for months and months and I haven’t had a problem.  Also with it enabled there are certain web sites it won’t let me access unless I turn it off.  When it’s off, no problem, I can email anything.

I’ve noticed too that when I turn the Secure Connection on it changes my wi-fi icon in the task bar to the ethernet icon.   It’s never done this before.  Every time I’ve ever looked there it’s the wi-fi icon displayed until recently.

Under my Network Connections it shows up as Ethernet2, unidentified network.  I don’t know if this is what it’s supposed to be or not.  Just thought I would toss that into the mix.

I’ve un-installed Secure Connection and re-installed it to no avail.  Does the exact same thing when I turn it back on.

Any help is appreciated!

 Hello  @barnsworth,

Welcome!

Regarding “unidentified network”, normal (see my image)

Regarding with “Secure Connection on it changes wi-fi icon in the task bar to the ethernet icon”, the network may show a yellow flag on the wifi icon or the ethernet icon, (see my image), atm, after activating KSC-VPN, yellow flag on Wifi icon

 

Please tell us:

1. Operating system name, version, build?  
2. KSC-VPN version & patch?
3. Thunderbird version? 
4. In KSC-VPN, have any configurations been set for Known WIFI Networks?(see image at the end of my reply)
5. Regarding “Ethernet”, KSC-VPN, uses a Kaspersky Security Data Escort Adapter to facilitate the VPN service. Is the Network service: Mobile Broadband, Cable, Wifi, Adsl, something else?
6. Is any other Kaspersky software installed?
7. If there is other Kaspersky software, has it recently updated to a major patch?
8. Have you uninstalled and reinstalled Thunderbird?
9. May we have some URLs/websites that are unable to be accessed when KSC-VPN is active?
10. Is KSC-VPN configured for a specific Remote Virtual Server? If “yes”, please tell us the Server?
11. Is KSC-VPN Premium or Free? (Free has config limitations, no Tech Support & Advertising, if we know in advance we don’t waste your time( for example), by advising you to “contact Technical Support” )… 

Please let us know?

Thank you

 

[barnsworth]

Windows 10 version build 18362.535

Kaspersky application version 20.0.14.1085 (g)

Kaspersky internet security installed and updated earlier today

Thunderbird version 68.3.0
I have not unistalled and reinstalled Thunderbird.  I’m positive the problem isn’t with it.  It only doesn’t work when KSC in enabled.

Also I have the premium version of KSC

 

This is with the KSC off, normal wi-fi icon.

This is with KSC on, showing it as an ethernet connection even though I’m on wi-fi.

[Flood and Flood's wife]

Hello  @barnsworth,

Thank you for posting back, the information and the images.

Depending on how Windows Network devices are configured, Ethernet icon with KSC-VPN active, is normal.

I’m not suggesting the root cause of the problem is Thunderbird, rather, sometimes, when Kaspersky software has a major patch update, as yours has, some apps may stop working as expected, to try to resolve issues, there are various steps to try, for example, refresh the application that’s not working correctly, that can also include Kaspersky applications.

Other possible solutions for this type of issue: Run Windows Network refresh, then: disconnect from the internet, shutdown PC, with PC OFF, reset Router, leave OFF, restart PC , login, make sure KIS is active, restart Router, make sure network connection is establised, start KSC-VPN & make sure network connection to Remote Virtual Server is establised, start Thurnderbird, recheck issue?

1. Was Thunderbird installed prior to KIS?
2. In KSC-VPN, have any configurations been set for Known WIFI Networks?
3. Regarding “on wi-fi ”, is the Network service: Mobile (Wifi) Broadband, Cable, Wifi, Adsl, something else?
4. (To test) may we have some URLs/websites that are unable to be accessed when KSC-VPN is active?
5. (To test) is KSC-VPN configured for a specific Remote Virtual Server? If “yes”, please tell us the Server?

• Additional: you may wish to ask Kaspersky Technical Support for assistance,  they will request a GSI & Windows Logs & KSC-VPN Traces, captured as the issue is replicated, Support will guide you with the required setting for Traces collection

   

Thank you. 

[barnsworth]

I haven’t configured anything with the KSC.  All I have done is install it and turn it on when I got it.  I did change to have it automatically connect but that is it.

The network service is from a router so wi-fi.  My other pc has a different version of KSC (19.0.0.188 (k)) and it is working fine. 

Here is one site that won’t open with KSC on but works fine if it’s off.

https://www.tenforums.com/network-sharing/143489-ethernet-cant-obtain-ip-address-my-router.html

[Flood and Flood's wife]

Hello  @barnsworth,

Thank you for the additional information & link.

➡ “Kaspersky internet security installed and updated earlier today”, (imo) KIS install & or KSC-VPN major patch update has either caused the issue or contributed to the issue⬅

⚠ KISv20 has updated software compatibility requirements, if a check was not done before installing KIS, it may be worth doing⚠

⚠KSC-VPN, software compatability requirements⚠

Notes on using Kaspersky Secure Connection with mail clients

If Thunderbird was installed prior to KIS & or KSC-VPN, as a first step: (I’d) refresh Thunderbird.

If that didn’t fix the Thunderbird issue, (I’d) run Windows Network refresh, then: disconnect from the internet, shutdown PC, with PC OFF, reset Router, leave OFF, restart PC , login, make sure KIS is active, restart Router, make sure network connection is establised, start KSC-VPN & make sure network connection to Remote Virtual Server is establised, start Thurnderbird, recheck issue?

If that didn’t work, (I’d) uninstall & reinstall KIS, according to documented procedures.

If that didn’t work, (I’d) ask Kaspersky Technical Support for assistance.

References: KSC-VPN Library  &  KSC-VPN Library -1

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• Regarding websites not working, specifically, 10 Forums:

1. Are there any errors when 10forums won’t open? May I have an image please?
2. Does it happen irrespective of browser used?
3. Which browsers are installed/used?
4. Is Kaspersky Protection extension/addon enabled in all Supported browsers?

Why is it impossible to open a website with Kaspersky Secure Connection enabled?

Please let me know?

Thank you.

[Berny]

I can’t send an email (using thunderbird) when I have my Secure Connection enabled.

Only FYI : In some cases when using a VPN connection an ISP cannot identify it’s own SMTP Server and is refusing outgoing traffic.

[barnsworth]

Okay, sorry for the delay getting back, Christmas and all.

 

Anyway here is what the site looked like when I tried to open it with KSC running.

BUT now it is working and I can open it from Firefox as well as my Edge browser.  No idea why but it’s working.  It would open in Edge with the KSC on or off, didn’t matter.

 

I refreshed Thunderbird, turned off the add-ons and tried it and it made no difference.  I restarted Thunderbird and it will send an email now, no idea why but it does but only if its like a text mail or a small photo.  If I send a video with KSC on it times out but with it off it’ll send.  The same video will send with Windows mail with KSC on or off so it’s something in TB.

I went into config in TB and changed the connection time-out from 100 to 500 and it still times out.

 

I re-set the router, refreshed the network connection, turned off the PC and whatever else you had suggested earlier too.  I did not remove and re-install KIS as of yet.  Like I said earlier Christmas and all and not a lot of time to mess with this.

The worst that can happen is I’ll have to shut off KSC to send a large email and then just turn it back on again when I’m done or use Windows mail.

Thank you so much for your help, I do appreciate it!

 

[barnsworth]

And yes the Kaspersky add-on is enabled.  Sorry I didn’t add that earlier.

[Flood and Flood's wife]

Hello  @barnsworth,

Welcome back, you’re very welcome and no apology necessary, we’re always here when you need us.

Thank you for the additional information👌 It sounds as if there's been progress👍

🕵 I’ll look at the Thurderbird/KSC-VPN, video send - timeout:

1. Is it ALL videos, or videos of a particular size? 
2. Thunderbird Outgoing mail server, try choosing the Default Server...🤔
3. Thunderbird Connection Security Setting? Is (SSL) configured, and set to be authenticated? 
4. Thunderbird, Addons, may I know what they are please?
5. Thunderbird, have you deleting and recreating the mail account? 
6. KIS, Mozilla Firefox & Thunderbird, is Scan secure traffic in Mozilla applications ticked☑
7. KIS, is Use Mozilla Certificate Store ticked☑
8. Frontier Email Quotas & Size Limits - recommend: “try not to send any attachments larger than 2–3 megabytes in size “, are the videos larger than 3mb? 🤔

(when you have time☺ , please let me know?

❎ Regarding error 1005, trying setting KSC-VPN to a specific Remote Virtual Location, rather than allowing KSC-VPN to select the RVL, you may have to try a number of different RVLs… Let me know if every RVL generates 1005 please?

Thank you.

 

[Flood and Flood's wife]

Hello  @barnsworth,

Additional: Thunderbird, send with 5mb+ video:

However, I changed 

Mail delivered:

If (your) Thunderbird is not configured to “Auto-detect”, try changing, test, please let me know?

Thank you

[Flood and Flood's wife]

Hello  @barnsworth,

Regarding: 

Error 1005
Ray ID: 54b41b7078eee865 . 2019-12-26 15:32:23 UTC
Access denied.
What happened?
The owner of this www has banned the autonomous system number (SAS) your IP address is in (55081) from accessing this www.
Your ip 23.227.142.186

---

Network                                         23.227.128.0/19
Autonomous System Number    55081
Autonomous System Label         24 SHELLS
Regional Internet Registry          ARIN
Country    US

---

23.227.142.186 - blacklisted, generally reasons are:

• VPN service is blocked by website
• Website administrator blocked an entire IP range
• IP got blacklisted by Cloudflare for abuse

What to do:

1. If the block continues, irrespective of which RVL is selected, raise a case with Kaspersky Technical Support, ask them why their VPN is using  23.227.142.186? 

Thank you.

[Flood and Flood's wife]

Hello  @barnsworth ,

Additional to my previous reply:

Error 1005, Ray ID: 54b41b7078eee865 . 2019-12-26 15:32:23 UTC, Access denied.
What happened?  The owner of this www has banned the autonomous system number (SAS) your IP address is in (55081) from accessing this www. Your ip 23.227.142.186

Network                                       Autonomous System Number     Autonomous System Label         Regional Internet Registry     Country

23.227.128.0/19 55081 24 SHELLS ARIN US

________________________________________

23.227.142.186 - blacklisted, generally reasons are:
•    VPN service is blocked by website
•    Website administrator blocked an entire IP range
•    IP got blacklisted by Cloudflare for abuse
What to do:
1.    If the block continues, irrespective of which RVL is selected, raise a case with Kaspersky Technical Support, ask them why their VPN is using  23.227.142.186? 
Thank you.

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Hello Moderators, 
My last reply is a duplication.
Could someone please kindly remove this last reply please?
Thank you

I’ve tried to ”Flag” it, however, the flag will not process😥

[barnsworth]

Okay, lets put an end to all of this.  I’ll tell you where I’m at.   I have my mail servers set as pop3.frontier.com and smtp.frontier.com.  They work fine on one PC with the KSC on or off, doesn’t matter.  I tried to use IMAP and send them through Yahoo servers but once again KSC doesn’t allow that either.  This is the latest error I’ve recieved trying to send an test email from my fontier account to a yahoo account I have.

The message I was sending that they said was to large was literally the word test in the subject matter and test in the body of the email.  If I turn the KSC off it will send no problems.  Obviously there is something in the KSC at least the newer version that I have on the laptop that doesn’t want to play with TB as where the older version on my desktop is fine.

In all seriousness I am whipped on trying to figure this out.  I am done and am just going un-install the KSC from this PC.  I have literally spend hours trying to figure this out and I’m over it.

I do wish to give you all thanks for your patience and help in this matter.  I do appreciate all the effort that was put forth trying to assist me!  Thank you very much!

[molann.]

...Out of the blue I can’t send an email (using thunderbird) when I have my Secure Connection enabled...

Hi. This is a known issue for any VPN service. In general the thing is that IP address of VPN exit node is getting flagged by some email servers - since many users are using same IP, and some of them might be actually sending spam - the IP address gets blacklisted.

There`re some ways to workaround this issue and seems Kaspersky is working on applying them soon.