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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 40341
Experience:  Over 15 years of consulting to the IT industry
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I have a bt.yahoo email account, but for the last 6 weeks or

Resolved Question:

I have a bt.yahoo email account, but for the last 6 weeks or so, when I try to login, I get "The connection to the server was reset while the page was loading." (Firefox)
I have tried 4 browsers and 2 computers, and always get roughly the same message, or nothing happens at all.
Everything else works as expected - it is just this one page which will not load.
I will be grateful for any advice.
Thanks
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Can you start with this please.

click start, type in %temp% and press enter

A new window will open.

Delete all the files and folders listed there. When you have, restart the computer an tell me if you still get this message.

Let me know the results please

Thank you
Customer: replied 3 years ago.

I could not delete a few files which were open in Windows Explorer, Dropbox or Nokia suite.


After a restart I get the same message.


 

Expert:  Richard replied 3 years ago.
which anti virus program are you running John?
Customer: replied 3 years ago.

AVG

Expert:  Richard replied 3 years ago.
ok, can you disable it as a test John, then try to access your account.

Let me know the results please

Customer: replied 3 years ago.

Same again

Expert:  Richard replied 3 years ago.
Make a test Yahoo account here

Click me to Open

once you have made it, tell me if you can log into this account please.

Customer: replied 3 years ago.

Account created and logged in successfully

Expert:  Richard replied 3 years ago.
ok, then its your account John that is the problem.

This is a paid for account correct? That came with your BT Service

Customer: replied 3 years ago.

It was a free account, but BT is withdrawing them so it is now being linked to my BT broadband service. Surely it cannot be my account which is the problem, because I cannot load the signin page - at that point it doesn't know who I am.

Expert:  Richard replied 3 years ago.
if you cannot load the sign in page, how did you do this on the test account we made John?
Customer: replied 3 years ago.

I signed in through yahoo.com - that works OK. To sign in to the BT email, I go to bt.com, click email, and it should then go to the signin page - that is the one which won't load.

Expert:  Richard replied 3 years ago.
What is the part of your email address AFTER the @ symbol John?
Customer: replied 3 years ago.

talk21.com

Expert:  Richard replied 3 years ago.
Click this link John

https://signin1.bt.com/login/emailloginform

Do you get the error on it?
Customer: replied 3 years ago.

Yes. I am using Opera at the moment, and I get


 


"Connection closed by remote server

You tried to access the address ... "


 


 

Expert:  Richard replied 3 years ago.
Can you do it in internet explorer and tell me if you get the same error please.

Customer: replied 3 years ago.

In IE I get;


"



This page can’t be displayed



  • Make sure the web address https://signin1.bt.com is correct.

  • Look for the page with your search engine.

  • Refresh the page in a few minutes."



Expert:  Richard replied 3 years ago.
ok, Please click on Start->All Programs->Accessories, then right-click on Command Prompt and click on Run as administrator. Then type each of the command lines below, one line at a time, and press the Enter key each time:

netsh winsock reset
ipconfig /release
ipconfig /flushdns
netsh int ip reset netshlog.txt

Then restart the computer and tell me if you can now access it please.

Let me know the results please
Customer: replied 3 years ago.

flushdns did not work because I disabled the DNS cache - it was taking 25% of the processor and slowing everything down.


 


Same error:


"Connection closed by remote server

You tried to access the address https://signin1.bt.com/login/emailloginform, which is currently unavailable."


 

Expert:  Richard replied 3 years ago.
ok, but this is a DNS issue, can you enable the DNS cache please and try

Customer: replied 3 years ago.

I think that is unlikely to be the problem, because I get the same error on a different computer which I have not tampered with.


 


Anyway, DNS cache turned on, and the same error.


 

Expert:  Richard replied 3 years ago.
Is the computer connected via wireless or cable?
Customer: replied 3 years ago.

This one is wireless, and the other one is cabled.

Expert:  Richard replied 3 years ago.
ok, on this one, click start, type in NCPA.cpl

Press enter

Right click on the wireless network connection and select Properties.

Click on Internet Protocol 4 and select properties.

Set this as the DNS server entries

4.2.2.2

And for the alternate

4.2.2.1

Click ok, restart the computer and tell me if you can now get to the sign in page please.

Customer: replied 3 years ago.

Same message.

Expert:  Richard replied 3 years ago.
Which wifi router do you have there John?

Bt Hub?
Customer: replied 3 years ago.

I am in Brazil at the moment. It is a TP-LINK TL-WR340G

Expert:  Richard replied 3 years ago.
ok, remove the power from it and wait 5 minutes.

While waiting, restart the computer.

Then connect the power to the router and try to access the sign in page.

Let me know the results please

Customer: replied 3 years ago.

Same message.


 


If you want to knock off let me know and we can pick it up again tomorrow.


 

Expert:  Richard replied 3 years ago.
No, it is ok.

Can you download Malwarebytes from my link below please.

https://www.malwarebytes.org/

download the free version.

Install and run a full scan of your computer and remove any threats it finds.

When done, restart the computer and tell me if it still denies you access please.

Customer: replied 3 years ago.

Good morning Richard


 


A couple of PUPs but nothing serious.


 


Same message. Presumably you can load the page OK? I tried it on my wife's Kindle via the Wifi router here and it loaded the BT home page, but not the email login form.


 


It seems to me that either BT is refusing to let me have the login page, or it is being blocked somewhere along the way. Does that make sense?


 


 

Expert:  Richard replied 3 years ago.
Ok, that would make sense, but I cant test as it works here.

But do this, download the program Hide MY IP

http://www.hide-my-ip.com/

run the program and set a US or UK server. This will make your internet come out via US or UK.

Then try to access it.

Let me know the results please
Customer: replied 3 years ago.
The same message in Firefox, but slightly different in Opera.

"Secure connection: fatal error (40)

https://signin1.bt.com/login/emailloginform

Failed to connect to server. The reason may be that the encryption methods supported by the server are not enabled in the security preferences.

Please note that some encryption methods are no longer supported, and that access will not be possible until the website has been upgraded to use strong encryption."

Does that help?

justanswer is giving the error now:

"Connection closed by remote server

You tried to access the address http://www.justanswer.co.uk/computer/89j45-bt-yahoo-email-account-last-weeks.html, which is currently unavailable. Please make sure that the web address (URL) is correctly spelled and punctuated, then try reloading the page."
Expert:  Richard replied 3 years ago.
And your wife on the Kindle cannot also access it correct?
Customer: replied 3 years ago.

Yes, the Kindle will load the BT home page but the login page gives


"Your Kindle is unable to load the requested page."


 

Expert:  Richard replied 3 years ago.
ok, it looks to be a network problem there John, it cannot be the computer, and as the Kindle also has the issue, it really points to this.

Are you able to log onto your routers console and disable any firewall that is active?
Customer: replied 3 years ago.

Firewall and filtering were all off.


 

Expert:  Richard replied 3 years ago.
ok, can you call your provider John, over there, and explain to them what is happening on all devices where you are.

Have them check if there are any blocks going on.

Let me know the results please
Customer: replied 3 years ago.

My Portuguese is not up to that, so I will need to find someone to help. I'll get back to you in a day or two.

Expert:  Richard replied 3 years ago.
Thanks John, but it will have to be this, as we have ruled out everything on the computer, and we see other devices having the problem.

Let me know the results please

Thank you
Richard and other Computer Specialists are ready to help you
Customer: replied 3 years ago.

Finally phoned BT as a last resort. They know there is a problem, but they don't tell you about it until you phone them. They directed me to login via the yahoo login page, and it worked.