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How to troubleshoot mail stuck in the Outbox

This article was previously published under Q182572
Retired KB Content Disclaimer
This article was written about products for which Microsoft no longer offers support. Therefore, this article is offered "as is" and will no longer be updated.
In some situations, your sent mail may move to your Outbox folder butnever move to your Sent Items folder. This article describes how totroubleshoot problems with mail that remains in your Outbox in MicrosoftOutlook.
Any of the following can cause sent mail to remain in your Outbox:
  • You opened the message from your Outbox before it was sent.
  • You are working offline and have not made a remote connection.
  • Your Personal Folders (*.pst) file is damaged.
  • Your Personal Address Book (*.pab) file is damaged.
  • You have an outdated or incompatible add-in.
  • You replied to an e-mail message that you received from an old account.

Message Opened From Your Outbox

After you send a message, Outlook moves it into your Outbox. When Outlookestablishes a connection to your mail server, it attempts a delivery anda copy of the sent message appears in your Outbox. If you open and closea message while it is still in your Outbox, you change the status of themessage and it is not sent. The message title will no longer appear initalic formatting in the Outbox Messages view.

To return the message to Send status, open the message and click Send onthe message toolbar. The message title should become italicized in theOutbox Messages view. During the next connection with the mail serverOutlook should deliver the message.

Working Offline

If you use the Internet Mail Only (IMO) installation:
  1. On the File menu, click to clear Work Offline.
  2. On the Tools menu, point to Send And Receive, and click the name of the Internet Service account.
If you use the Corporate Workgroup (CW) installation with MicrosoftExchange Server service:
  1. On the Tools menu, click Services to open the Services dialog box.
  2. On the Services tab, click to select Microsoft Exchange Server and click Properties.
  3. On the Advanced tab, click to clear the "Enable offline use" check box.
  4. Click OK and OK again to close all dialog boxes.
  5. Quit and restart Outlook.
NOTE: When working offline with your Microsoft Exchange Server service,your Microsoft Fax service is in an offline state as well. Fax messagesremain in the Outbox when it appears that the only service set to offlineis the Microsoft Exchange Server service.

Damaged Personal Folders or Address Book Files

The first troubleshooting step is to run the Inbox Repair Tool. To do so,follow these steps:
  1. If the Folder List is not visible, click Folder List on the View menu while displaying the Inbox.
  2. Right-click the Personal Folders icon in the Folder List, click "Properties For 'Personal Folders,'" and on the General tab click Advanced. Write down the path and name of your .pst file. Click Cancel twice to close the dialog boxes.
  3. Quit Outlook.
  4. Click Start, point to Programs, point to Accessories, point to System Tools, and then click Inbox Repair Tool.

    NOTE: If Inbox Repair Tool does not appear on the System Tools menu, click Start, point to Find, click Files or Folders and search for Scanpst.exe. Double-click to run the found program.
  5. In the Inbox Repair Tool, click Browse and select your Personal Store file (.pst), recorded in step 2.
  6. Click Start to begin scanning your file.
  7. When you are finished with the Inbox Repair Tool, restart Outlook.
  8. Copy the contents of the message stuck in your Outbox and paste it into a new message.
  9. Delete the original message and try sending the new message.

Create a New Personal Folders File

The second troubleshooting step is to create a new Personal Folders file.To do so, follow these steps:
  1. On the File menu, point to New and click "Personal Folders File (.pst)."
  2. Open the folder that contains your existing Personal Folders file, as noted in step 2 in the previous section, type a unique name in the File Name box, and click Create. For this test, keep the default settings in the "Create Microsoft Personal Folders" dialog box and click OK.
  3. In the Folder List, click the new Personal Folders file.
  4. On the File menu, point to Folder, and click "Properties For 'Personal Folders.'"
  5. Click "Deliver POP mail to this personal folders file," and click OK.
  6. Try sending your e-mail.
NOTE: If, after installing Outlook, you receive the following message
The MAPI Spooler has already begun transmitting this message
follow the steps above to create a new Personal Folders file, copy thecontents of all of the folders to the new Personal Folders file, excludingthe Outbox, exit, and restart Outlook, and then recreate and send yourmessages.

Create a New Profile

The third troubleshooting step is to create a new profile with a newPersonal Folders file (PST) and a new Personal Address Book (PAB).

If you use the Corporate Workgroup installation (CW), follow these steps:
  1. Quit Outlook if it is running.
  2. Click Start, point to Settings and click Control Panel.
  3. Double-click the Mail And Fax icon or the Mail icon, click Show Profiles and click Add to add a new profile.
  4. Follow the Inbox Setup Wizard to create a new profile with a new .pst and .pab file.
  5. Start Outlook and try to send a message.
If you use the Internet Mail installation (IMO), follow these steps:
  1. Quit Outlook if it is running.
  2. Click the Start button, point to Settings, and click Control Panel.
  3. Double-click the Mail icon.
  4. Select and remove each of your Mail Accounts, and then add each one back.

    NOTE: Make certain you know all the required settings before removing any of these items.
  5. Click Close when you finish, and close Control Panel, start Outlook, and try to send your e-mail.
The fourth troubleshooting step is to search your system for multiplePersonal Folders files (PST) and/or Offline Store (OST) files. Rename eachfile and create a new profile.

The fifth troubleshooting step is to check for the addressee's e-mailname in the Personal Address Book. If it is not present, add it. If it ispresent, delete the entry and re-add it.

The last troubleshooting step is to try another client. Quit Outlook andsearch your hard disk for Exchng32.exe. Run Exchng32.exe using yourexisting services to send mail.

If you are able to send mail with the Exchange client, remove and reinstallOutlook. To do this, follow these steps.

NOTE: Because there are several versions of Windows, the following stepsmay be different on your computer. If they are, please consult your productdocumentation to complete these steps.
  1. Quit Exchange.
  2. Click Start, point to Settings, click Control Panel, and double-click the Add/Remove Programs icon.
  3. Click to select Microsoft Outlook 98, click Add/Remove, and then click Remove.
  4. Click the Start button, point to Find, click Files Or Folders, and type Outllib.dll in the Named box. If the file is found, click to select the file. On the File menu, click Rename, and rename the file to outllib.bad, and then press ENTER. Close the Find dialog box.
  5. Reinstall Outlook.

Outdated or Incompatible Add-ins

Outdated or incompatible add-ins may cause mail delivery problems.

Add-ins, such as old Netscape extensions or Fax software, may cause e-maildelivery problems. Follow these steps to check your active add-ins:
  1. On the Tools menu, click Options to open the Options dialog box.
  2. On the Other tab, click Advanced Options, and then click Add-In Manager. Your active add-ins have check marks beside the add-in name.
  3. To deactivate an add-in, click to clear the add-in check box, and click OK three times to close all the dialog boxes.

Replied to Message From Old Account

When you reply to an e-mail message within Outlook, Outlook tries to send the reply by using the same account through which you originally received the message. If the account in which you received the message no longer exists in your Outlook profile or account settings, the message may not leave your Outbox. This scenario is most likely to occur when you have old mail delivered to an Inbox in a Personal Folders File (.pst) on your local hard disk and you have changed mail accounts since you received the message.

The easiest way to resolve this issue is to move the message that is stuck in your Outbox to your Inbox, create and address a new message, paste the information from the message that is stuck in your Outbox to the new message, and then send the new message. Outlook attempts to send the new message from your current default e-mail account instead of the old account.
For additional information, please see the following articles in theMicrosoft Knowledge Base:
ARTICLE-ID: 181692
TITLE : OL98: Error Message That Sent Items Remain in Outbox

ARTICLE-ID: 180982
TITLE : OL98: Undeliverable Mail Message When Sending Internet Mail

ARTICLE-ID: 180418
TITLE : OL98: (CW) Remote Mail, Offline Folders, and Working Offline

ARTICLE-ID: 185307
TITLE : OL98: (CW) Email Does Not Leave the Outbox

ARTICLE-ID: 185313
TITLE : OL98: (IMO) Email Does Not Leave the Outbox

Article ID: 182572 - Last Review: 04/17/2006 16:24:46 - Revision: 1.1

  • Microsoft Outlook 98 Standard Edition
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