topic Re: Cannot Access Webmail from my iPad in Email

Cannot Access Webmail from my iPad

stephen54 — Sun, 10 Sep 2023 19:18:37 GMT

Ever since the revised Talk Talk email website was released I have been unable to access it. All I get is the spinning circle.

I have checked my settings and they are correct. I have cleared the cache and cookies. I have tried using Safari, Chrome and Firefox with the same result.

I am using an iPad Air running iOS 12.5.7.

Access through email apps is fine.

Access to the website if ok from my PC.

Access to my account and the Community works fine from the iPad.

Any ideas?

Re: Cannot Access Webmail from my iPad

Gondola — Sun, 10 Sep 2023 19:48:45 GMT

Good to know that webmail is accessible from your PC.

Select here: Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address, select Continue and enter the password, select Sign in.

The loading of the sign in page happens very quickly. Just try a different browser that has been reset to default settings so you know it's not running any add-ons or extensions that could be holding up the page load. In particular, security software is usually the main reason that's holding up access.

Re: Cannot Access Webmail from my iPad

stephen54 — Sun, 10 Sep 2023 20:36:23 GMT

Hi,

Thanks for the suggestions.

I have tried them and all that happens is, I still get the spinning circle and it never gets as far as being able to enter login data.

Re: Cannot Access Webmail from my iPad

Gondola — Sun, 10 Sep 2023 20:52:44 GMT

Exactly, we just need to find out what's stopping your device loading the login page. If you've made sure your device does not have any security software running in the background then there will be something else holding up access.

Do you have any ad-blockers running?

Re: Cannot Access Webmail from my iPad

stephen54 — Sun, 10 Sep 2023 21:05:34 GMT

Pop-ups and cookies are not blocked.

Cross-Site Tracking is blocked.

There is no background security running.

Re: Cannot Access Webmail from my iPad

Gondola — Sun, 10 Sep 2023 21:53:49 GMT

OK. I've had a look at the website and there are some javascripts not found. These are mainly to do with tradehouse adverts and GDPR. The initial loading time on an Android tablet is around 9 seconds so much longer than on a Windows 11 notebook where there's no significant delay to loading the sign in page.

There's some overhead loading issues due to a stack of scripts that someone has decided are necessary but aren't actually found.

Shouldn't stop the sign in page being loaded after a short wait.

Re: Cannot Access Webmail from my iPad

stephen54 — Mon, 11 Sep 2023 09:32:36 GMT

Hi,

I’ve just timed my iPad and after typing the web address for Talk Talk webmail I waited over 5 minutes and all that was displayed was the spinning circle - never reached the login page.

Re: Cannot Access Webmail from my iPad

Gondola — Mon, 11 Sep 2023 10:25:54 GMT

I have only a software emulator for i-devices. No physical devices currently and I'm not able to replicate the issue.

You do have access to the mailbox via email apps and the PC so it's not clear why the iPad via any browser isn't able to access apps.talktalk.co.uk OR talktalk.co.uk/mail OR webmail.talktalk.co.uk... Try all three.

It's as though the website is blocked for that device. Worth going into the iPad Web content setting to allow access.

Re: Cannot Access Webmail from my iPad

stephen54 — Mon, 11 Sep 2023 12:04:51 GMT

Hi,

Tried all you suggested with no luck.

I've checked iPad Web Content Settings and found that Screen Time is off, so there should be no restrictions through that.

I have also installed Opera and made no changes at all to it's settings and I get the same problem.

Re: Cannot Access Webmail from my iPad

Gondola — Mon, 11 Sep 2023 12:17:34 GMT

One final suggestion then is to download and use an ad-blocker to block advertising content. Just in case it's one of the tradehouse javascripts having an impact. Wouldn't be the first time that there's been conflict with the advertising and the operation of webmail for customers.

I'll also ask TalkTalk to start investigating. I know that Ady has seen this topic.

Re: Cannot Access Webmail from my iPad

stephen54 — Mon, 11 Sep 2023 17:36:24 GMT

Hi,

Update.

Tried downloading a separate Ad Blocker for Safari, unfortunately no improvement.

I appreciate the support you providing. Thanks.

Re: Cannot Access Webmail from my iPad

Gondola — Mon, 11 Sep 2023 18:11:22 GMT

Ady will pick up on this later to ask the vendor team to have a look and in the meantime please collect and send your emails using email apps and the PC.

Re: Cannot Access Webmail from my iPad

Ady-TalkTalk — Tue, 12 Sep 2023 07:54:16 GMT

Hi stephen54, can you confirm all the URLs you've tried to access webmail with please?

Ady

Re: Cannot Access Webmail from my iPad

stephen54 — Tue, 12 Sep 2023 11:31:50 GMT

I’ve tried numerous URL’s.

The ones listed by @Gondola including the links he provided. I’ve also used the link supplied in the original email sent out by Talk Talk regarding the change to webmail and how to access it (i.e. not to use old bookmarked links).

I have also used URL’s obtained by doing a browser search for Talk Talk Webmail login.

When the browser then tries to open the login page “..../appsuite/“ is displayed.

Hope this helps.

Re: Cannot Access Webmail from my iPad

Ady-TalkTalk — Thu, 14 Sep 2023 09:05:50 GMT

We are looking into this and have managed to replicate it intermittently. I'll post back as soon as I can.

Ady

Re: Cannot Access Webmail from my iPad

stephen54 — Thu, 14 Sep 2023 13:52:13 GMT

Thanks for the update.

Re: Cannot Access Webmail from my iPad

Gondola — Thu, 14 Sep 2023 17:36:36 GMT

Just to say that although you said you did try a different browser that has been reset to default settings, another customer now reports that the issue is resolved by clearing the browser cache and cookies. So have a go at that and let us know what happens and if the issue is fully resolved or only transiently resolved.

Re: Cannot Access Webmail from my iPad

stephen54 — Thu, 14 Sep 2023 18:03:04 GMT

Sorry, bad news.

Just tried accessing webmail on Safari.

After clearing the cache and cookies I typed in https://apps.talktalk.co.uk/appsuite/ (as recommended in the TalkTalk email), after about 1 minute the browser stopped and displayed; "Safari could not open the page because the server stopped responding".

Repeating the above a second time all I got was the spinning circle (in excess of 5 minutes) and that was it - nothing more.

Update: repeated on Opera, also failed to open webmail (time exceeds 3 minutes).

Re: Cannot Access Webmail from my iPad

Gondola — Thu, 14 Sep 2023 18:51:04 GMT

Grateful thanks for trying. I cannot replicate the issue here at all. As the customer that was reporting the same issue as you said they'd had success just by clearing cache and cookies I thought it was worth another go. It'll all help Ady and the Mail team to try and work out what's happening.

There are issues being caused by rogue advertising code and I can also see there's a stack of GDPR privacy manager code that's not found and other items of code that seem totally unrelated to TalkTalk. It's ultimately TalkTalk's obligation to ensure that TalkTalk Mail is working.

Re: Cannot Access Webmail from my iPad

stephen54 — Thu, 14 Sep 2023 19:55:18 GMT

Ok.

Thanks for the update.

Hope the Talk Talk team can find a cause and solution.

In the meantime I’ll keep trying and post if and when things get back to normal.

Thanks for all the help you’ve provided.