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Comcast email freezing Outlook 2010

Posted on 2014-03-31
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Last Modified: 2014-04-19
Hi there --

I have a reoccurring issue with Outlook 2010 and Comcast email. The os is windows 7 x64.

This user currently has Outlook 2010 and has an exchange email account configured in Outlook 2010 for business. She also has a second comcast email account configured in her Outlook2010 as well, for personal use.

For some reason, the comcast email address has started to recently freeze up Outlook. If you delete an email or try to open an email, it will randomly just freeze up. It is not every time you delete or open an email. It is only the comcast email account that is doing this. Outlook works perfectly fine when the comcast email is removed from it. Outlook will completely freeze up and force quitting doesnt even work. Even when you are able to get Outlook closed, the computer will then get stuck on the log off phase when trying to reboot the machine. You have to hard shut it down.

This was working fine the prior week and is an issue as of this past week and today. I confirmed all settings were correct for the POP3 this is how its configured. I also tried disabling IPv6 (i read somewhere to try that.) On Sunday, when I did that and put the comcast email back in, it was working perfectly fine. I deleted some emails, sent test emails. Tried again a few hours later, no problems. Now today, she logs back in, opens outlook, goes to delete an email and the entire thing is back to square one.

This is a high priority issue because it is our CEO and she can't go without having her personal email being configured into her corporate outlook...

Any ideas??
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Question by:A-Money
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8 Comments
 
LVL 9

Expert Comment

by:rfportilla
ID: 39966835
First thought, make sure Outlook is updated.  

Second thought, CEO or not, there are technical limitations.  You can't make the ISP email server not suck.  

Third thought, use web mail or Windows Live mail (or whatever they are calling Outlook Express nowadays) for personal mail.  

Fourth thought, try separating the traffic into different groups.  Set up one send/receive group for work email and a second group for personal.  Then set the sync times separately.  I would recommend 15 minutes for work email and 60 minutes for personal.  It won't fix ISP e-mail issues, but it should limit them to 1/hour.  

Good luck.
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Author Comment

by:A-Money
ID: 39967217
Yes, Outlook is updated.

I explained to her that we may be at the mercy of her Comcast email, but she will not accept that as an answer because it works on her personal laptop in Outlook and hasn't stopped working (she has her exchange email and comcast email configured on there as well.) She has also said she does not want to use another mail client. She wants it to work in Outlook like it was before and doesnt want to have to go to two places for mail.

They are currently in separate groups and its only on issue with the comcast email. For example I deleted some test emails from her Comcast inbox in Outlook and it was working fine. About 45 minutes later, she comes down the hall becaue its frozen again. I got into her webmail version of outlook and the items i had deleted from her inbox are still in her inbox.

I've also ensured that the location of her PST file for Comcast email isnt getting held up by Symantec or anything like that. If she doesnt touch the comcast inbox in outlook, but still has it configured in there, everything is fine. Everything is even fine for a while if I remove comcast and then put it back on. It is just now randomly when she opens an email or does something in there, it completely freezes up to the point where you have to hard reset the whole computer to even get back in.
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LVL 9

Expert Comment

by:rfportilla
ID: 39967379
I think you have to go through with a fine toothed comb:

"it works on her personal laptop in Outlook and hasn't stopped working (she has her exchange email and comcast email configured on there as well.)"

There is something different.
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Author Comment

by:A-Money
ID: 39978756
I have gone through both and they are the same. It just stopped functioning one of them but had been functioning just fine for a long while.
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LVL 9

Expert Comment

by:rfportilla
ID: 39978939
I understand. Based on the evidence, I would have to assume that the problem is on the side of Comcast.
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Accepted Solution

by:
A-Money earned 0 total points
ID: 39998841
Hi everyone -- So I've been scouring various support forums for anything and everything to try and after many failed attempts, I think I have found my solution.

As stated above in my post, these are the instructions that Comcast provides to configure Comcast email with Outlook 2010. The following is what I changed to these directions which seems to have fixed the issue:

Step 14: enter 587 for outgoing instead of 465
Step 15: set the encryption to TLS instead of SSL

So far her Comcast email has been stable and Outlook has not frozen up for days now, so fingers crossed that it stays that way.

Thank you everyone!
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LVL 9

Expert Comment

by:rfportilla
ID: 39999191
Thanks for the followup.  I find it strange that changing the port and/or tunnel protocol should make a difference.  I wonder if this is nat'd to a different server based on port.  Maybe the server that hosts smtp on 465 is overloaded, but the port 587 is forwarded to a different server.

I think we all had our thumb on the problem, but kudos for finding a different solution.
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Author Closing Comment

by:A-Money
ID: 40010147
I completed additional research after following the suggestions made on this thread, which were to basically check everything over again. After this was not helpful, I found a support thread on a different site that was discussing a similar issue with Comcast and Outlook 2013. One suggestion was to make the changes stated above. After appling those changes, the problem has not returned.
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