Microsoft KB Archive/286040

= How to troubleshoot Outlook when you cannot send or receive e-mail =

Article ID: 286040

Article Last Modified on 5/7/2007

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APPLIES TO


 * Microsoft Office Outlook 2007
 * Microsoft Office Outlook 2003
 * Microsoft Outlook 2002 Standard Edition

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This article was previously published under Q286040



SUMMARY
This article describes how to troubleshoot common Microsoft Outlook configuration problems that may occur when you use Internet E-mail services. The article describes the following troubleshooting methods:
 * Create a new e-mail profile
 * Verify your Internet connection
 * Set TCP/IP as the default protocol

This article is intended for a beginning to intermediate computer user.

You may find it easier to follow the steps if you print this article first.



Step 1: Open the &quot;Mail Setup&quot; dialog box

 * 1) Click Start, click Run, type Control in the Open box, and then click OK.
 * 2) If you see the Pick a category view, click User Accounts.

If you do not see the Pick a category view, go to the next step.
 * 1) In Control Panel, double-click Mail.

Step 2: Start the New Profile wizard

 * 1) Click Show Profiles.
 * 2) Click Add to start the New Profile wizard.

Step 3: Create a profile
 In the Profile Name box, type Test, and then click OK to name the new e-mail profile. Follow these steps, as appropriate for the version of Outlook that you are running:  Microsoft Office Outlook 2007  Click to select the Manually configure server settings check box. Click Next. On the Choose E-mail service page, click Internet E-mail. Click Next.</li> Make sure that the Account Type setting is set to POP3.</li> Fill in the boxes with the information that is provided by the Internet service provider (ISP) or by the e-mail administrator.</li> Click Next, follow the prompts to finish setting up your account, and then click Finish.</li></ol> </li> Microsoft Office Outlook 2003 and earlier versions of Outlook <ol> Click Add a new e-mail account.</li> Click Next.</li> Click POP3.</li> Click Next.</li> Fill in the boxes with the information that is provided by the Internet service provider (ISP) or by the e-mail administrator.</li> Click Next.</li> Click Finish.</li></ol> </li></ul> </li></ol>

Step 4: Set the default profile

 * 1) In the When Starting Microsoft Outlook, use this profile box, click to select the new profile.
 * 2) Click OK.
 * 3) Use the procedure in the &quot;How to verify that the problem is resolved&quot; section to verify that the problem is resolved.

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Step 1: Exit Outlook
On the File menu, click Exit.

Step 2: Connect to the Internet
If you use Dial-Up Networking to connect to the Internet, follow these steps:
 * 1) Click Start, click Run, type command netconnections in the Open box, and then click OK.
 * 2) Right-click the connection that you use in Outlook, and then click Connect.
 * 3) Close the Network Connections window.

Step 3: Open a command prompt
Click Start, click Run, type command in the Open box, and then click OK.

Step 4: Use the PING command

 * 1) At the prompt, type ping search.live.com, and then press ENTER.
 * 2) If the words &quot;Reply from&quot; appear four times, the PING protocol was successful. Continue to the next step.

If another message appears, the computer has an Internet connection problem or a networking problem. Note the response, and then contact the network administrator or the ISP.
 * 1) At the prompt, type ping  .com. In this command,   is the name of your ISP server.

If the words &quot;Reply from&quot; appear four times, the PING protocol was successful. Additionally, the domain name system (DNS) settings are functioning correctly.
 * 1) At the prompt, type EXIT and then press ENTER.
 * 2) Use the procedure in the &quot;How to verify that the problem is resolved&quot; section to verify that the problem is resolved.

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Method 3: Set TCP/IP as the default protocol
Note If you use Dial-Up Networking to connect to the Internet, do not use this method.

Step 1: Open the &quot;Network Connection Properties&quot; dialog box

 * 1) Click Start, and then click My Computer.
 * 2) Under Other Places, right-click My Network Places, and then click Properties.
 * 3) Right-click your connection to the Internet, and then click Properties.

Step 2: Verify that the connection uses TCP/IP

 * 1) On the General tab, make sure that the Internet Protocol (TCP/IP) check box is selected. If it is not selected, click to select it.
 * 2) Click OK.
 * 3) Click Yes if you are prompted to restart your computer.
 * 4) Use the procedure in the &quot;How to verify that the problem is resolved&quot; section to verify that the problem is resolved.

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How to verify that the problem is resolved
<ol> Follow these steps, as appropriate for the version of Outlook that you are running: <ul> Outlook 2007 and Outlook 2003 <ol style="list-style-type: lower-alpha;"> Click Start, and then point to All Programs.</li> Point to Microsoft Office, and then click Microsoft Office Outlook 2003 or Microsoft Office Outlook 2007.</li></ol> </li> <li>Outlook 2002 and earlier versions of Outlook <ol style="list-style-type: lower-alpha;"> <li>Click Start, and then point to All Programs.</li> <li>Click Microsoft Outlook.</li></ol> </li></ul> </li> <li>Send an e-mail message to yourself.</li> <li>Click Send/Receive.</li> <li>If you successfully receive the message, you have completed troubleshooting the problem.</li></ol>

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Similar problems and solutions
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For a Microsoft Outlook 2000 version of this article, see 254832.

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For a Microsoft Outlook 98 version of this article, see 256572.

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For a Microsoft Outlook 97 version of this article, see 256574.

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Information services
Outlook uses information services for the following functions:
 * To send, to store, and to receive messages and items
 * To specify where to store addresses

For more information about information services, click the following article number to view the article in the Microsoft Knowledge Base:

289467 User Profiles and Information Services

The Internet E-mail service contains the settings that are transmitted to the e-mail server. These settings authenticate you, and they authorize the server to deliver your e-mail messages.

Additional query words: OfficeKBHowTo ol2002 ol2003 OL2007 kbtshoot kbemail kbconfig kbhowto KB286040

Keywords: kbhowto kbexpertiseinter kbceip kbtshoot kbemail kbconfig KB286040

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