Client's Email Issues Tied To Failed Traceroute?

[Speedman]

A client is having continued connection problems with incoming and outgoing email currently pointed to dooku.tchmachines.com. Email may sit in their outbox for hours before being sent, and incoming email is silent for hours, then flooded with multiple backlogged messages. This seemed to have started after their email account was hacked. I was in contact with "abuse" and had my client change passwords; several weeks have now gone by.

 

My latest attempts to rectify their troubles involved pinging and tracerouting directly to dooku from their machine. The traceroute fails at route2.tchmahines.com and never arrives at dooku. Pings also fail. Traceroute below is identical weather it is to dooku or my domain, speedville.net

 

Are these problems connected?

I have changed DNS servers to ensure that is not the problem and have tried to fix the email issue by changing SSL, different ports, etc.

Your help is appreciated.

Thank you,

James Speed

www.speedville.net

 

traceroute to speedville.net (208.76.82.31), 64 hops max, 52 byte packets

1 192.168.0.1 (192.168.0.1) 0.685 ms 0.311 ms 0.252 ms

2 albq-dsl-gw50.albq.qwest.net (67.42.200.50) 30.561 ms 20.862 ms 21.021 ms

3 albq-agw1.inet.qwest.net (71.222.249.137) 20.958 ms 37.513 ms 20.809 ms

4 * * dvr-edge-13.inet.qwest.net (67.14.24.93) 31.446 ms

5 72.164.247.150 (72.164.247.150) 37.002 ms * 30.615 ms

6 te-3-2-0-0-cr01.denver.co.ibone.comcast.net (68.86.82.1) 33.995 ms

te-3-1-0-1-cr01.denver.co.ibone.comcast.net (68.86.84.117) 31.320 ms

te-3-1-0-5-cr01.denver.co.ibone.comcast.net (68.86.84.125) 31.656 ms

7 he-5-8-0-0-cr01.350ecermak.il.ibone.comcast.net (68.86.85.89) 70.923 ms 55.121 ms 51.872 ms

8 he-0-12-0-0-ar01.pontiac.mi.michigan.comcast.net (68.86.94.242) 57.548 ms 57.610 ms 57.673 ms

9 xe-0-2-0-0-sur02.royaloak.mi.michigan.comcast.net (68.85.222.65) 91.614 ms 92.879 ms

xe-0-0-0-0-sur02.royaloak.mi.michigan.comcast.net (69.139.254.82) 64.688 ms

10 xe-9-2-0-0-sur01.royaloak.mi.michigan.comcast.net (68.87.189.181) 73.118 ms

xe-9-3-0-0-sur01.royaloak.mi.michigan.comcast.net (68.87.189.165) 73.616 ms

xe-9-2-0-0-sur01.royaloak.mi.michigan.comcast.net (68.87.189.181) 111.429 ms

11 107-1-83-230-ip-static.hfc.comcastbusiness.net (107.1.83.230) 73.344 ms 73.213 ms 101.367 ms

12 p6-0.core1.troy2.waveform.net (208.92.220.237) 57.849 ms 58.592 ms 79.186 ms

13 route2.tchmachines.com (208.79.209.138) 58.391 ms 69.583 ms 88.534 ms

14 * * *

[TCH-Dick]

That trace indicates that they are blocked on the server. A quick check of the logs also shows one IP has over 2600 failed log in attempts to the mail service today. These types of blocks are time based but they are progressive, that is if they failed log in continue the block time increases.

 

Please contact our help desk at https://support.totalchoicehosting.com and provide the IP address of your client to confirm this. Once they have the IP address, they can then advise you on what account is triggering the blocks.

[TCH-Thomas]

Welcome to the forum, James.