OLEXP: Problems Using Outlook Express and Prodigy Version 5 Software

View products that this article applies to.

This article was previously published under Q248005

For information about the differences between Microsoft Outlook Express and Microsoft Outlook e-mail clients, click the following article number to view the article in the Microsoft Knowledge Base:

257824 (http://support.microsoft.com/kb/257824/EN-US/ ) OL2000: Differences Between Outlook and Outlook Express

IMPORTANT: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 (http://support.microsoft.com/kb/256986/EN-US/ ) Description of the Microsoft Windows Registry

SYMPTOMS

After you install the Prodigy version 5 software, or any other Internet service provider (ISP), you may experience the following e-mail related symptoms:

The Page by E-mail and Link by E-mail commands under the Send command on the File menu in Microsoft Internet Explorer may not work.
The Read Mail, New Message, Send a Link, and Send Page commands under the Mail button in Internet Explorer may not work.
When you try to use any of the preceding commands, your pointer may become an hourglass (indicating your computer is busy), but nothing may happen and you may not receive an error message.

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CAUSE

This issue occurs because the Prodigy software, or any other ISP, adds an e-mail client key to the HKEY_CURRENT_USER and/or the HKEY_LOCAL_MACHINE branches in the registry that does not contain any values. When you use a command listed earlier in this article, Outlook Express checks this registry key, but does not find information about an e-mail program to start, and generates the symptoms listed earlier.

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RESOLUTION

WARNING: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

To resolve this issue, use either of the following methods:

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Method 1

Use Registry Editor to view the following registry key, and then modify the value of the Default value to Outlook Express:

HKEY_CURRENT_USER\SOFTWARE\Clients\Mail

In this same registry key, modify the value of the DLLPath value to C:\Program Files\Outlook Express\MSOE.DLL, and then restart your computer.

Repeat the above steps for also modifying the Default value of:

HKEY_LOCAL_MACHINE\SOFTWARE\Clients\Mail

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Method 2

Use Registry Editor to delete the Mail folder in the following registry key:

HKEY_CURRENT_USER\SOFTWARE\Clients\

-and-

HKEY_LOCAL_MACHINE\SOFTWARE\Clients\Mail

IMPORTANT: The next time you connect to Prodigy, or any other ISP, and check e-mail by using the ISP's software, the preceding registry key is recreated and the issue may resume. However, if you connect with Prodigy, or other ISP's, and then use Outlook Express as your primary e-mail client, the key is not recreated.

NOTE: If the registry key does not exist, create the String Value DLLPath in the following registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Clients\Mail

To create the registry key, perform the following steps:

Right-click the Mail folder, point to New, and then click String Value.
Type DLLPath, and then press ENTER.

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MORE INFORMATION

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

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