Article ID: 161973 - View products that this article applies to.
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NOTE: If you install and run MSN Explorer version 6, your MSN POP3 e-mail account will be migrated to an MSN Hotmail account. If you have Outlook and Outlook Express configured for POP3, you will no longer receive your new MSN e-mail messages.
For additional information about what to do when Outlook does not receive MSN e-mail messages, click the following article number to see the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/268732/EN-US/ )OLEXP: Outlook Does Not Receive MSN E-mail Messages
This article describes how to troubleshoot common Outlook 97 configuration problems for Internet, Microsoft Mail, Microsoft 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 topics:
ServicesThis chart shows available Outlook services and the location for each. Other transport services are untested and may not work properly with Outlook.
NOTE: America Online (AOL) uses a proprietary protocol to communicate between the user and the AOL service. Although Microsoft has offered to help develop the software necessary to provide AOL connectivity with Outlook, AOL has indicated that it does not fit the AOL business plans for their users to use non-AOL software to connect to their service, and that they have not received enough feedback from their customers wanting this capability to justify providing it to their customers. If you would like to see this feature made available by AOL, please provide that feedback via their Web site at:
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 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 Setup NOTE: If you upgrade to version 2.5 and a POP3 mailbox, the MSN transport service is not required. Use the Internet service instead.
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 and one MSN 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.
If you can ping a known IP address successfully, basic TCP/IP connectivity is functioning properly. Next, try to ping the same server using "servername.com" instead of its IP address. At an MS-DOS prompt type the following command:
ping servername.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 yahoo.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:
(http://support.microsoft.com/kb/138789/EN-US/ )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
(http://support.microsoft.com/kb/161323/EN-US/ )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:
For more information about installing the Lotus cc:Mail service, double-click to open the file Valupk8.hlp in the Microsoft Office 97 ValuPack. Under the topic "What do you want to know about?", click "Lotus cc:Mail information service."
OnLine ServicesBefore 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.
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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