Unable to get/send emails on my laptop when connected to Webroot WiFi Security

Hi  Webroots,

Spectrum email account:
 

• SSL: On
• Protocol: IMAP
• Incoming Email Server: mail.twc.com
• Port: 993
• Outgoing Email Server: mail.twc.com
• Port: 587
• Requires Authentication: Yes, or checked

I have linked my TWC email account to my Outlook Account. No trouble sending and receiving emails. While having  WiFi Security is connected.

@Ssherjj @pstonethompson Its great to see that when you are connected to VPN you are able to send/receive emails (a hopeful sign for me at least). But its the settings that are troubling. I also found conflicting information on line as to the mail settings - even those that have responded aren't consistent. I was able to get confirmation on server settings from Spectrum/Charter from one of the techs contacted but was told by another “we can’t tell you what they are”. My mail servers settings were correct/haven’t changed and one of the ports was updated (incoming). But I was not able to send or receive emails when connected.  I remain hopeful that this can be resolved but not sure how informed Spectrum/Charter Support is on this particular matter or care about reaching a successful resolution.   

I have had great difficulty researching the current settings for TWC online, or if they have any geo-restrictions in force on their servers. It does appear that Spectrum have acquired them at some point and the only email server settings they publish that I have been able to find are under on https://www.spectrum.net/support/internet/spectrum-basic-email-troubleshooting or a different set under “Manual Configuration” at https://www.spectrum.net/support/internet/outlook-2010-setup-chtr

Would it be possible for someone who has been having issues with Road Runner/TWC to try those settings whilst connected to WiFi Security and see if they work? It might be worth raising a Support ticket with your ISP with reference to checking the correct authentication, port and host settings and also if there are any geo-restrictions about where you can fetch your mail from (which would limit your possible VPN endpoints to within those regions).

Feel like just removing wifi sec from system in total. Too frustrated with webroot in getting satisfaction for problem. However :

email is:  removed email for security & privacy

Host: ? POP mail server

SMTP server: Roadrunner/TWC

Server Name: mail.twc.com

Port: 587

Connection Security: STARTLS

@pstonethompson I tried to pm you an update to my settings but I got a “your not authorized to access this page”.  

@pstonethompson   I don’t use FireFox as my browser and I use an old version of Windows Live Mail.  I will PM you the specifics.

@Jaxx@JDJones@caa1 Please can you all confirm if you are using Thunderbird to send and receive emails, and if not which email client? Outlook, Windows Mail etc.

Please can you all Private Message (PM) me the port numbers and host names of the email servers you are unable to connect to whilst connected to WiFi Security, and the protocol in use (POP3/IMAP etc.).

I note that several users have also had issues with browsing the web using Firefox and I am being to wonder if some part of the Mozilla network stack doesn’t like WiFi Security.

I have had this problem also within Thunderbird .. but sometimes I CAN send an email … weird. Othewise I disable the VPN connection. Same for accessing Firefox/web.

@JDJones ,

I’m happy that at least one of the issues was solved. Please keep us updated on the progression of your thread with Tech Support. 

-Keenan

I am now able to log onto USAWest.  Still however unable to send email while logged on. Surely there must be a fix to this other than having to temporarily log off.

I too am experiencing issues with the webroot VPN. First off, all emails coming into my PC go thru  Mailwasherpro which I have had for years. I have had webroot for quite a while now,but only recently have I installed the VPN, & I had one hellofa time getting it to work. Still having problems though. THere are some websites I know & trust that I am not able to get to when connected to the VPN, nor am I able to send email when connected. This is proving to be more trouble than it’s worth. unless I am able to resolve these issues within the next month, I will not be renewing my subscription. There are other vpn’s out there.

@Jaxx I struggle to see how the fact that you are connected to any VPN could result in additional spam to your email address - as it can have no effect on your mail server which (if Windows Live Mail) is presumably hosted elsewhere on the internet. The only change is the method you use to connect to the email server which should - in theory - be more secure than connecting over unsecured networks.

It is more likely that the spam is as a result of a data breach - which unfortunately appears to be the case here The email address appears in several data breaches listed on https://haveibeenpwned.com/ - including one 1.2 billion record breach dated October 2019.

In the future we are planning on incorporating this data into Webroot products to actively warn our customers when an email address they have registered appears in a breach. We are already warning customers that their password appears in data breaches when they change or reset their password for several of our products - including WiFi Security.

I have raised the connectivity issues you mention with Windows Live Mail with the app team to investigate.