OL97: Troubleshooting Outlook Configuration ProblemsLast reviewed: February 5, 1998Article ID: Q161973 |
The information in this article applies to:
SUMMARYThis article describes how to troubleshoot common Microsoft Outlook 97 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.
MORE INFORMATIONThis article discusses the following topics:
ServicesThis chart shows available Outlook services and the location for each. Other transport services are untested and may not work properly with Outlook.
Service Location ---------------------------------------------------------------------- Internet Typical Setup Microsoft Mail Typical Setup Exchange Server Custom Setup or 2nd Dialog of Typical Setup Personal Address Book Typical Setup Outlook Address Book Typical Setup Personal Folders Typical Setup Microsoft Fax Windows 95 Setup CompuServe Provided by CompuServe Outlook Support for Lotus cc:Mail Valupack for Office 97 Lotus cc:Mail Installed by Lotus cc:Mail client Microsoft Network (MSN) Provided with MSN SetupFor more detailed information on obtaining the CompuServe service see the following article in the Microsoft Knowledge Base:
ARTICLE-ID: Q160970 TITLE : OL:97 How to Get the Latest Version of CompuServe Mail Service General Configuration TroubleshootingOutlook 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 Internet Mail services, or two MSN services into a single profile. You can, however, add one Internet Mail service, one MSN service, and one CompuServe Mail service into a single profile. You can create a new profile from the Mail And Fax icon in Control Panel or from the Inbox property page. Under some system configurations, the Inbox property is not available, so you must use Control Panel. To create a new profile from Control Panel, follow these steps:
Internet ConfigurationsTo troubleshoot Internet configurations, you must first establish that the Internet connection is working properly.
Checking Your Internet ConnectionTo make sure your Internet connection is working properly, establish your Internet connection and ping a known Internet Protocol (IP) address by typing the following command at an MS-DOS prompt:
ping <IP address>where <IP address> is a known IP address, such as the Microsoft FTP server (198.105.232.1). If you can ping a known IP address successfully, basic TCP/IP connectivity is functioning properly. Next, try to ping the Microsoft FTP server using "ftp.microsoft.com" instead of its IP address. At an MS-DOS prompt type the following command:
ping ftp.microsoft.comIf this works, your Domain Name Server (DNS) settings are functioning properly. A DNS server 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:
ARTICLE-ID: Q138789 TITLE : How to Connect to the Internet in Windows 95 Setting TCP/IP as Default ProtocolOnce you know that your Internet connection is valid, 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:
Other Internet Connection Issues
ARTICLE-ID: Q161323 TITLE : OL97: Undeliverable Mail Message When Sending Internet Mail Microsoft Mail Configurations
Create a Test PostofficeWhen 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:
Other Microsoft Mail Issues
Exchange Server ConfigurationsOutlook ships with an Exchange client. You can use this program to determine if your configuration problem is unique to Outlook. If the problem persists under 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 Outlook. 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 the Add/Remove Programs icon in Control Panel. If the problem continues with Exchng32.exe, you should suspect a server or profile issue and use the following steps to continue troubleshooting:
Lotus NotesOutlook 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."
Lotus cc:MailOutlook provides Lotus cc:Mail service as part of the ValuPack on the distribution compact disc for Office 97. Follow these steps to troubleshoot cc:Mail configuration problems:
OnLine ServicesThe following additional services are configurable with Outlook: MSN and CompuServe. Before you begin troubleshooting, make sure you can establish a valid connection to the service. If your connection fails, you should contact the service provider.
The Microsoft NetworkWhen troubleshooting MSN configuration issues, make sure that your MSN connection functions properly, without running Outlook. If you cannot connect to MSN, contact MSN support. Outlook setup assumes you have installed MSN and that your MSN connection works.
CompuServeIf the general troubleshooting steps at the beginning of this article fail, you should contact CompuServe for help with your configuration settings. Microsoft will support Outlook usage once your service connects.
REFERENCESFor 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." The third-party products discussed here are manufactured by vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability.
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