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E-Mail with Attachment Remains in Outbox
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Problems sending attachments usually have to do with third-party software that is installed on the computer. If an e-mail with an attachment cannot be sent even after you click Send/Receive but instead remains in the Outbox, check for Internet filtering programs (such as Net Nanny). Either uninstall the program or reconfigure it to allow attachments to be sent. Check the Microsoft Knowledge Base for information regarding various third-party software and known issues.
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E-Mail with Attachments Produces Errors When Sending
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Problems that produce error messages when attachments are sent are usually caused by hardware configuration or compatibility problems. Hardware problems can be
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Lesson 4
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Troubleshooting Outlook Express
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caused by incompatible or incorrectly configured modems, firewalls, or similar hardware. These error messages might include references to the server unexpectedly termi nating the connection, the Simple Mail Transfer Protocol (SMTP) server not responding, the server timing out, or other problems. If the only connectivity problems are associ ated with sending attachments, visit the Knowledge Base or the hardware manufactur ers websites for help.
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International Settings and Encoding
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Users who send and receive e-mail in more than one language might need you to trou bleshoot these tasks. A user in the United States who has been successful in sending e-mail to her colleague in France might report that she has been unable to do that lately and ask you to figure out why. A home user who is Italian might want you to teach him to send e-mail to his mother in their own language. Sending and receiving e-mail in multiple languages by using Outlook Express has a few requirements. When checking for problems or setting up Outlook Express for the first time, verify that these items are in working order:
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Set Regional Options for the language to be used from Control Panel as detailed in 3. Configure Text Services and Input Languages to include the language to be used, also detailed in 3. Verify that the user knows how to switch between languages from the taskbar (next to the notification area). Verify that any appropriate keyboards are installed if applicable.
To configure Outlook Express to send and receive e-mail in other languages, follow these steps: 1. From the Tools menu, choose Options, and select the Send tab. 2. Under Sending, click International Settings, and make sure that the second lan guage is the default. 3. If prompted, install the necessary language pack. 4. Click OK to close the International Send Settings dialog box. Click OK to close the Options dialog box. When creating the message, make sure the user has selected the correct language, click Format, and point to Encoding to verify that the correct encoding option is selected.
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7
Troubleshooting Office Applications
Other Common Issues
There are some other issues that Outlook Express end users might encounter, and you should try to become familiar with them. You can usually resolve these problems by changing the configuration options in Outlook Express, so you should familiarize yourself with all aspects of the program. Table 7-4 lists some of these problems and their solutions.
Table 7-4
Other Common Issues
Solution
Problem Newsgroup messages automatically download, but the user wants to download messages only after read ing the header. The user wants to automatically hide messages in the Inbox that have already been read. The user s e-mail folder is quite large. He or she wants to reduce the amount of space it takes up without deleting any old messages. A user is distracted by the new mail notification sound each time a new e-mail arrives.
1. From the Tools menu, choose Options and
select the Read tab.
2. Clear the Automatically Download Messages
When Viewing In The Preview Pane check box.
1. From the View menu, choose Current View. 2. Select Hide Read Messages. 1. Select an e-mail folder. 2. From the File menu, choose Folder, and then
choose Compact.
1. From the Tools menu, choose Options, and
select the General tab.
2. Clear the Play Sound When New Messages
Arrive check box.
Make sure you can resolve these problems and others related to Outlook Express.
Recovering Lost E-Mail
If a user has accidentally deleted an e-mail that he or she needs, there are a few ways to try to locate and restore it. First you can see whether the message can be located in the Deleted Items folder. If the e-mail is found there, restoring it is as simple as drag ging the deleted item to another folder, such as the Inbox. If the e-mail is no longer in the Deleted Items folder, you can try to restore it from the Recycle Bin or by using a third party s restoration tool. Another option is recovering the missing files from a backup. For a home user, this might be a stretch because many home users do not know how to back up Outlook Express e-mail messages, so no backup exists. Network users generally have a backup of each day s files on a network server, but obtaining those files might require contact ing a network administrator.
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