3COM: First Contact Form for 3Com Gateway

The information in this article applies to:

• Microsoft Mail Gateway to 3Com 3+Mail, version 1.0

Please use the checklist in this article to collect information about your system before calling Microsoft Product Support Services. You will be able to work more effectively with a Microsoft Support Engineer if all the information needed to trace and solve your problem is available. Include any troubleshooting steps you have taken in an effort to resolve the problem. Please be as complete and specific as possible when you fill out this form.

There are ten articles of this type--one for each gateway product. Each is different, so find the one suited to your case by searching these keywords (without the spaces):

    x 4 0 0 f c c          m s f c c
    3 c o m f c c          p r o f s f c c
    m c i f c c            s m t p f c c
    f f a p i f c c        s n a d s f c c
    f a x f c c            c o n n f c c



             MICROSOFT 3COM GATEWAY PROBLEM REPORT FORM

REMEMBER: The Gateway log and configuration files can be installed anywhere--not only where the mail database is. You MUST know the path referred to below as (GATEWAY).

3+ Name/Mail Services

• Mail service version (should be 1.6 with 3+Share, 1.2+ in 3+Open or LANMAN)
• Name service version (should be 1.6 with 3+Share, 1.2+ in 3+Open or LANMAN)
• DOMAIN: _____________________________
• ORGANIZATION: _____________________________

Gateway PC

• Unique domain (must NOT match what is listed above): _____________
• MS-DOS version: _______________
• Free RAM: ______________
• NIC (should be 16-bit): _______________
• CPU (should be 386/25 minimum): _______________
• Network operating system version: (3+Share 1.6, LAN Man 2.1, NetWare 3.11)

  MICROSOFT MAIL         Postoffice version: __________________
  
                               Network name: __________________
  
                            Postoffice name: __________________
  
  

Symptoms

How long did it work before failing? _______________

How long has it been down? _______________

Can you send one-way (MS Mail-3Com or 3Com-MS Mail) only?   YES/NO

What error message shows on the Gateway PC? _______________________

• Do ANY types of name addressing work? (3+ Direct, 3+ Native, Microsoft 3-part, Microsoft username ) ______________________

Files needed

Microsoft Product Support Services may need to see these system files to isolate your problem. Extract them, send them electronically if possible:

• GATEWAY.INI
• \(GATEWAY)\LOGS\ERROR.LOG
• \(GATEWAY)\LOGS\AUDIT.LOG
• Are GATEWAY.EXE, COURGET.EXE, COURPUT.EXE in the FFAPI path location (see GATEWAY.INI)? YES/NO

Troubleshooting

• Are trailing backslashes ending EVERY path reference in the

     GATEWAY.INI file?   YES/NO
  
  

• Are files left in \(GATEWAY)\3C-OUT? YES/NO
• Are files left in \(GATEWAY)\MFFPUT? YES/NO
• Are files left in \(GATEWAY)\MFFGET? YES/NO
• Are files left in \P1? YES/NO
• If you can purge those files (messages will be lost) and restart

     Gateway, will it run?   YES/NO
  
  

Suggestions

• Look through the 3Com Gateway snapshot for anomalies.
• Browse for 3COM: articles in the Microsoft Knowledge Base.
• Do a quick check for complete installation: use ADMIN.EXE, select GATEWAY. You should see SMTP address list. If you don't see SMTP, reinstall until you do.
• Do a quick check for executables. They should all be in the GATEWAY directory created for install:

      - COURGET.EXE
      - COURPUT.EXE
      - GATEWAY.EXE
      - GATEWAY.INI
  

• If any EXEs are missing, copy them from the floppy. If the .INI is missing, reinstall.

3Com Conversion Utilities

If you are using Microsoft Mail 3.0, turn OFF enhanced security. Get disk one of Microsoft Mail Server software and run UPDATE.EXE. Say NO to enhanced and YES to remove it.