OL98: (CW) Troubleshooting Outlook Configuration Problems
The information in this article applies to:
NOTE: These procedures only apply if you have installed
Outlook with the Corporate Workgroup/Other option. This option allows
you to use Messaging Application Programming Interface (MAPI) services.
To determine your installation type, on the Help Menu click About
Microsoft Outlook. In About Microsoft Outlook you should see "Corporate"
if you have the Corporate Workgroup installation.
This article describes how to troubleshoot common Microsoft Outlook
98 configuration problems for Internet, Microsoft Mail, Exchange,
and Online services. You should begin your troubleshooting with
the section titled, "General Configuration Troubleshooting,"
and then proceed to the section for your particular service type.
This article discusses the following
- General Configuration Troubleshooting
- Internet Configurations
- Checking Your Internet
- Setting TCP/IP as Default
- Other Internet Connection
- Microsoft Mail Configurations
- Create a Test Postoffice
- Other Microsoft Mail
- Exchange Server Configurations
- Lotus Notes
- Lotus cc:Mail
This list shows available Outlook services. Other
transport services are untested and may not work properly with Outlook.
Microsoft Exchange Server
Personal Address Book
Outlook Address Book
Microsoft Fax (Windows 95 Setup)
Outlook Support for Lotus cc:Mail (Valupack for Outlook 98)
Lotus cc:Mail (Installed by Lotus cc:Mail client)
General Configuration Troubleshooting
Outlook creates a
default profile called Microsoft Outlook. Most users will either
add services to this profile or create a new profile with new services.
The first troubleshooting step for configuration issues is to create
a new profile that includes only the service with which you are
having problems. When this is working, you can add additional services,
checking each one.
NOTE: With respect to Mail services, you can only add one of each
service into a single profile. That is, you can not add two CompuServe
Mail services, or two MSN services into a single profile. You can,
however add one Internet E-mail service, one MSN service, and one
CompuServe Mail service into a single profile. The Internet E-mail
service is an exception as it allows for multiple Internet Mail
Create a New Profile
To create a new profile
from Control Panel, follow these steps:
- Click the Start button, point
to Settings and double-click the Mail And Fax icon. (The icon
is a Mail icon if you did not install fax services.)
- On the Services tab, click Show
Profiles to list your profiles.
- Click Add to open the Inbox
- Check that the default is set
to "Use the following information services."
- Click to clear all services
except the one you are troubleshooting. For troubleshooting purposes,
add only one service at a time.
- Click Next and in the Profile
Name box, type a name for the new profile.
- Follow the Inbox Setup Wizard
prompts, answering the questions for your service until you finish.
Checking Your Internet Connection
To make sure your Internet connection is working
properly, log on to your Internet connection and ping a known Internet
Protocol (IP) address by typing the following command at an MS-DOS
ping <IP address>
where <IP address> is the IP address of an
If you can ping a known IP address successfully, basic TCP/IP connectivity
is functioning properly. Next, try to ping the Internet server using
"servername.com" instead of the IP address. At an MS-DOS
prompt type the following command:
If this works, your Domain Name Server (DNS) settings
are functioning properly.
A DNS maintains a database for resolving host names and IP addresses,
allowing users of computers configured to query the DNS to specify
remote computers by friendly host names rather than IP addresses.
DNS domains are not the same as Windows NT networking domains.
For example, issuing the "ping ftp.microsoft.com" command
goes to the DNS server you specified for your internet connection,
looks up the IP address for the site, and then pings that IP address.
For more detailed information on connecting to the Internet see
the following articles in the Microsoft Knowledge Base:
TITLE : How to Connect to the Internet in Windows 95
Setting TCP/IP as Default Protocol
Once you know that your Internet connection is
working, you should check that TCP/IP is set as the default protocol.
Follow these steps to make sure that TCP/IP is your default protocol:
- On the Windows desktop, use
your right mouse button to click Network Neighborhood.
- Click properties to open the
For Windows 95:
- On the Configuration tab,
click TCP/IP and click Properties to open the TCP/IP Properties.
- Click the Advanced tab, click
to select the "Set this protocol to be the default protocol"
check box and then click OK.
For Windows NT:
- Click the Bindings tab.
- In the Show Binding For list,
click All Services.
- Expand the list for all services
and use the Move Up and Move Down buttons to position the TCP/IP
protocol at the top of each list.
NOTE: While you are in the TCP/IP Properties, you should verify
that all Internet configuration information is correct. If you are
in doubt about any setting, contact your Internet Service Provider
- Click OK.
Other Internet Connection Issues
- Most Internet addresses and
connection settings are case sensitive. Check for correct capitalization.
- Make sure your profile does
not include multiple services that require a modem connection.
For example, Internet and fax services in the same profile may
cause modem conflicts within Outlook.
- Establish your Internet connection,
and then start Outlook. If you receive an error trying to send
or receive mail, confirm all of your Internet Mail settings with
your Internet service provider. You may have entered a domain
name server or news server address instead of the mail server.
- Remote Mail configurations may
cause unexpected results. If you configured a service for Remote
Mail, you may lose connections, or mail may not be sent or received
For additional information, please see the following
article in the Microsoft Knowledge Base:
TITLE : OL98: Undeliverable Mail Message When Sending Internet Mail
Create a Microsoft Mail Test Postoffice
When troubleshooting Microsoft Mail problems, you
must first determine if Outlook or the MSMail Postoffice is the
cause. The easiest way to do this is to create a test Postoffice.
To create a test Postoffice, follow these steps:
- In Control Panel, double-click
Microsoft Mail Post Office to open the Microsoft Workgroup Postoffice
- Click "Create a new Workgroup
- In the Postoffice Location box,
type a location to c:\ or a local drive and click Next.
NOTE: By default the Admin Wizard creates a folder called wgpo0000.
This folder derives its name from Work Group Post Office.
- Confirm the location and click
- Fill in the Administrator Account
Information and click OK.
This completes the Postoffice creation. To add
users, go to Control Panel, Microsoft Mail Postoffice, and click
to select "Administer an Existing Post Office."
Create a new profile with Microsoft Mail service and point to the
test Postoffice you just created. If this profile works, your original
Postoffice is the problem. Check with the original Postoffice administrator
to verify that the configuration information is correct.
Other Microsoft Mail Issues
- Microsoft Mail connection information
is case-sensitive. Check for correct capitalization.
- Remote Mail configurations may
cause unexpected results. If you configured a service for Remote
Mail, you may lose connections or mail may not send or receive
For more information
about Remote Mail, type "remote mail" in the Office Assistant,
click Search, and then click to view "Use Remote Mail."
Exchange Server Configurations
Outlook ships with an Exchange client. You can
use this program to determine if your configuration problem is unique
to Outlook. If the problem persists when using the Exchange client,
you may have a server or profile issue.
Locate the Exchng32.exe file in the \Program Files folder. The exact
location will vary depending on the operating system. By default,
Exchng32.exe is either in the Microsoft Exchange or the Windows
Messaging subfolder. The file size is 83,776 bytes with a date of
11/17/96. Start Exchng32.exe with the same profile as you used with
If your problem does not persist with the Exchange client, the problem
may be with Outlook or one of its associated files. You may have
to remove and re-install Outlook using Add/Remove Programs in Control
If the problem continues with Exchng32.exe, you should suspect a
server or profile issue and use the following steps to continue
Server or Profile Troubleshooting
- Resolve your mailbox name with
the server by clicking the Check Names button in the properties
sheet for Exchange Server.
- If possible, configure a profile
without the Exchange Server and see if the problem persists.
- If possible, change the delivery
location and see if the problem persists. NOTE: Before you change
the delivery from a Mailbox location to a Personal Folder, make
sure you move any existing mail messages from the Inbox folder.
Outlook does not support Lotus Notes services.
For more information about transitioning from Lotus Notes to Outlook,
type "lotus notes" in the Office Assistant, click Search,
and then click to view "If you use Lotus Notes 4.0."
Outlook provides Lotus
cc:Mail service as part of the ValuPack on the Outlook 98 CD. Follow
these steps to troubleshoot cc:Mail configuration problems:
- Start by mapping a drive to
your cc:Mail folder and creating a new cc:Mail only profile.
- Re-install cc:Mail from the
ValuPack. Outlook does not support the Lotus provided cc:Mail
transport service; you must use the Microsoft provided cc:Mail
transport service from the ValuPack.
NOTE: If you use Windows NT Workstation 4.0, before adding the
cc:Mail information service to your profile install the 32-bit
version of Vendor Independent Messaging(VIM), available from Lotus
support at IBM Corporation.
- Verify with your cc:Mail administrator
that your cc:Mail service properties are correct:
On the Outlook Tools menu, click Services to open the Services
Click Properties and check all settings under the Logon, Delivery,
and Addressing tabs.
For more information about Lotus cc:Mail, type
"cc:Mail" in the Office Assistant, click Search, and then
click to view "If you use Lotus cc:Mail."
For more information about profiles and services, type "configuring
services" in the Office Assistant, click Search, and then click
to view "About user profiles and information services."
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