Microsoft KB Archive/159645

= TMGR: Troubleshooting Workgroup Mail over the Internet =

Article ID: 159645

Article Last Modified on 8/17/2005

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APPLIES TO


 * Microsoft Team Manager 1.0 Standard Edition

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This article was previously published under Q159645



SUMMARY
This article discusses sending Microsoft Team Manager mail over the Internet. The following sections are included:


 * Requirements
 * Confirming Addresses
 * Troubleshooting



Requirements
Microsoft Team Manager can send workgroup messages over the Internet if the following conditions are met:


 * 1) Both sender and receiver are using electronic mail packages supported by Microsoft Team Manager. The Shared Folder option does not have the ability to send mail over the Internet.
 * 2) The electronic mail gateways that connect the mail packages to the Internet support MIME (Multipurpose Internet Mail Extensions) encoding of attachments.

Confirming Addresses
When sending messages over the Internet, it is important that the recipient's Internet address be added to your mail system's address book so that the address can be confirmed when sending messages. This has to take place on the sender and receiver's mail programs. Here is a typical scenario.

Bob is running Team Manager. He is sending workgroup messages over the Internet to Barbara. When Bob sets up Team Manager, he puts in the Internet e-mail address for Barbara in her person record in Team Manager. When he sends mail, Team Manager uses the Internet e-mail address that he typed in. If Bob has not already added Barbara's Internet address into the personal address book of his mail system, the mail system won't be able to resolve Barbara's e-mail address when Bob sends the message. Bob must also add Barbara's Internet e-mail address into his personal address book.

The same will be true for Barbara when she receives and responds to the message from Bob. If Barbara's e-mail package does not have Bob's Internet e-mail address already added into her personal address book, the workgroup mail program will not be able to resolve Bob's e-mail address when she tries to respond to Bob's messages.

Please refer to the documentation of your mail program for instructions on adding Internet mail addresses to the personal address book.

Troubleshooting
There are several questions that can be answered to determine why messages sent over the Internet are not working properly. Start with Question 1 and proceed.

Question 1: Can Team Manager send workgroup messages successfully within your local mail network (no gateway involved)?

Yes. Proceed to Question 2.

No. A problem exists with your local mail client installation. See if you can send mail from just the e-mail client to another user with an attachment. See if another mail-enabled Microsoft application can send mail to a local user.

Question 2: Can you send an attached file using only your e-mail package to a recipient over the Internet successfully (meaning can the other party see the attached file, open it, and read it)?

No. The problem probably resides in the gateway software on one side or the other. When an e-mail message with an attachment is sent over the Internet, the sender's mail system should encode the attached file using MIME. The recipient's e-mail system must also use MIME to decode the attached file.

Yes. Team Manager workgroup mail should work fine in this situation. If it does not, proceed to Question 3.

Question 3: When sending a Team Manager message over the Internet, does the .MTM attachment come through correctly (in the mail message, is there a file with a .MTM extension)? No. There must be a problem with the gateway on the sender or receiver's end if the answer to Q2 was yes. Team Manager does not do anything special when sending mail and if Q1 and Q2 are both yes, then Team Manager should not have a problem. If the attachment is not coming through correctly, there is usually a large block of text in the message that looks like random characters were written in the message.

Yes. Then you need to open the attachment in the mail message. This can be done in one of several ways depending on the application:


 * Microsoft Mail, Exchange, or Outlook: double-click on the attached file.
 * cc:Mail: either double-click on the file or SHIFT+Double-click on the file.
 * Notes: Double-click on the file, and choose Launch, or right click on the file and choose Launch. You might just need to double-click on it for earlier versions of Notes.

Question 4: Does the Team Manager workgroup message form appear when running the attached .MTM file?

No. Microsoft Team Manager has not been installed properly. Please reinstall Microsoft Team Manager, or Microsoft Team Manager for team members so the proper software is installed on the computer. Be sure to select the correct electronic mail program appropriate for your situation.

Yes. Proceed to Question 5.

Question 5: I can open the attachment, but I can't reply to the message.

Why not?

When doing workgroup mail over the Internet, the e-mail addresses being used are not going to be in the address books of the mail packages by default. Because of this, when sending and responding to messages, the program will not be able to verify the address in the message (it has to look it up in the address book). For this to work properly, the Internet mail address that the mail is going to must be manually added to the personal address book.

Please see the "Confirming Addresses" section earlier in this article.

Additional query words: 1.0 1.00

Keywords: kbtshoot kbinterop kbfaq KB159645

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