You do not receive e-mail messages and you may receive the "The domain name servers are not responding" error message when you use Entourage for Mac or Outlook Express for Mac

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Article ID: 887294 - View products that this article applies to.
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SYMPTOMS

When you try to receive e-mail messages in Microsoft Entourage for Mac or Microsoft Outlook Express 5.0 for Macintosh, you do not receive e-mail messages. Additionally, you may receive the following error message:

Mail could not be received on account account_name. The domain name servers are not responding

CAUSE

This problem occurs when one of the following conditions is true:
  • The e-mail server on your Internet Service Provider (ISP) is down, or the server is not operational.
  • Your e-mail account information is incorrect.
  • Your Entourage or Outlook Express identity is damaged or corrupted.
Also, this problem may occur if you try to run Microsoft Entourage 2001 for Mac in Mac Classic OS (Mac OS 9) under Mac OS X, and the Internet preference files are damaged.

RESOLUTION

To resolve this problem, use one of the following methods:

Method 1: Contact your ISP

Your ISP can determine whether your e-mail server is operational and if your e-mail account settings are correct. If your ISP is not operational, your ISP can inform you when your e-mail server will be operational again. Also, your ISP can tell you if your e-mail account settings are correct.

Method 2: Rebuild your Identity

If your ISP confirms that the e-mail server is operational and that your e-mail account settings are correct, your identity file that Entourage or Outlook Express uses may be damaged, and the identity file must either be repaired or replaced with a new identity file.

For additional information about how to rebuild your identity file, click the following article number2 to view the article2 in the Microsoft Knowledge Base:
268322 How to rebuild your identity database in Entourage
248335 How to compact the Message Store in Outlook Express 5 for Macintosh

For additional information about how to create a new identity file, click the following article numbers to view the articles in the Microsoft Knowledge Base:
268443 Overview of Identities in Entourage
280525 Overview of Identities in Outlook Express for Macintosh

For Entourage 2001 for Mac

If the other methods do not resolve the problem for Entourage 2001, follow these steps:
  1. Locate the following files, and then move them to the Trash:
    • Mac OS 9 Volume: System Folder: Preferences: Internet Preferences
    • Mac OS X Volume: Users: User_Name: Library: Preferences: com.apple.internetconfig.plist
  2. Restart the computer.

Properties

Article ID: 887294 - Last Review: September 20, 2011 - Revision: 2.0
APPLIES TO
  • Microsoft Entourage 2001 for Mac Special Edition
  • Microsoft Entourage 2004 for Mac
  • Microsoft Outlook Express 5.0 Macintosh Edition
Keywords: 
dftsdahomeportal kbtshoot kbprb KB887294

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