Accessing Webmail works after multiple attempts

[xolod]

Hi

During the last few weeks I have experienced tremendous problems trying to access Webmail for 3 different email addresses. Accessing via Mozilla and MS Edge is equally problematic.  Getting access appears to be completely random. What has changed to cause this problem? What do I need to do to fix it? The location of devices on which email is being accessed has not changed.

[Gondola]

Kaspersky seem to have renamed their product offers:

This product (Kaspersky Internet Security) is no longer available and has been replaced with our new plans: Kaspersky Standard, Kaspersky Plus, and Kaspersky Premium.

[xolod]

Thank you. Amends made so hopefully I will have fixed issues with webmail.

Interestingly though...strage that Kaspersky states that product version is no longer current. This is the version I will be running until my subscription runs out in October!!

[Gondola]

I see that it's no longer a current product. From the Support that Kaspersky still show the information about adding scanning exclusions in the Manage Exclusions list is here: https://support.kaspersky.com/KIS/21.3/en-US/70888.htm

apps.talktalk.co.uk added to the website manage exclusions list should be enough.

[xolod]

Hi

It's Kaspersky Internet Security - app version 21.3.10.391 (j)

[Gondola]

It's been a while since the Kaspersky delays were first noted as an issue.

I assume the scanning exclusions are in Network Settings in a Manage Exclusions to website scanning.  And exclude the secure server ports 993, 995 and 587 in the Monitored Ports category.

I guess the descriptions have been updated in your version. What is your product called and what is its version? I can usually look up the Kaspersky guides.

[xolod]

Hi

My Kaspersky set up is structure differently -

Protection, General, Threats & Excl, Reports & Quar, Netwk Sett, Interface, Magae Setts, Advanced

Do I amend the 'app' info within Threats & Exclusions?

Also, I presume I am changing the Monitored Ports within Netwk Setts for the Port changes?

[Gondola]

On the basis that you can trust the TalkTalk Mail login there is no need to have Kaspersky delay loading and hence cause a timeout. So, do not reset Kaspersky but keep the following as an exclusion.

Settings > Additional > Network > Manage Exclusions - add apps.talktalk.co.uk

Also as Kaspersky is known to block secure ports for some unknown reason: 

Settings > Additional > Network Ports - make inactive 993, 995 and 587

[xolod]

Hi

Thank you for your Reply. Browser is uptodate. Cache was cleared. I added an exclusion within Kaspersky to bypass talktalk (albeit I don't like this as a potential solution). Still experiencing the issue hence messaging the Cty. Should I reset Kaspersky back to how it was now as it didn't cure the problem?

[Gondola]

There have been issues during the last two weeks in the responsiveness of the website login and the mail platform as regards mailbox access. Most of the issues have been resolved.

The website login allows 6 seconds for login authentication to be carried out. So if the login takes more than six seconds the blue screen and a retry message appears.

You can speed up website access times by updating and then resetting a currently supported browser like Chrome, Firefox or Edge so that extensions and add-ons that might slow or block access do not run. Use this as part of the troubleshooting process to identify things like Internet security scans that might block or slow access times.

Clearing the browser cache and temporary file storage will speed things up if there's been a mis-load of cached content.