Microsoft KB Archive/887294

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

Article ID: 887294

Article Last Modified on 8/18/2005

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APPLIES TO


 * Microsoft Entourage 2001 for Mac Special Edition
 * Microsoft Entourage X for Mac
 * Microsoft Entourage 2004 for Mac
 * Microsoft Outlook Express 5.0 Macintosh Edition

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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. 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:
 * : System Folder: Preferences: Internet Preferences
 * : Users: User_Name: Library: Preferences: com.apple.internetconfig.plist
 * 1) Restart the computer.

Additional query words: ENT ENTX ENT2004 ENT2K4 OLEXP OEXP

Keywords: kbtshoot kbprb KB887294

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