Microsoft KB Archive/836664

Knowledge Base

Your password is not retained in Outlook 2002 or Outlook Express 5.5

PSS ID Number: 836664

Article Last Modified on 10/7/2004

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The information in this article applies to:

• Microsoft Outlook 2002
• Microsoft Outlook Express 5.5 for Windows, when used with:
  • the operating system: Microsoft Windows 98 Second Edition

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Important This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows Registry

SYMPTOMS

In Microsoft Outlook 2002 and in Microsoft Outlook Express 5.5, when you send and receive e-mail, you may be prompted for your e-mail account password, although you specified that the program remember your password.

CAUSE

This behavior may occur for one or more of the following reasons:

• The Pstores.exe file and its associated .dll files may be corrupted.
• The ProtectedStorage registry key may have incorrect parameters.

This problem may occur when you upgrade from Microsoft Outlook 2000 to Outlook 2002 on a computer that is running Microsoft Windows 98 Second Edition. The Pstores.exe file, its associated .dll files, and the registry subkey are corrupted during the installation process.

RESOLUTION

To resolve this problem, you must delete the corrupted Protected Storage System Provider files and the corrupted registry subkey, and then reinstall the files. To do this, follow these steps.

Warning If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

1. Click Start, point to Find, and then click Files or Folders.
2. In the Named box, type pstore*.*.
3. In the Look in list, click Local hard drives, and then click Find Now.
4. In the search results pane, right-click the Pstorec.dll file, and then click Rename.
5. Rename the file by changing the file name extension to .old, and then press ENTER.
6. Repeat steps 4 through 5 for the following files:
   • Pstorerc.dll
   • Pstores.exe
   • Pstore.log
7. Repeat steps 1 through 5 to find Psbase.dll and to rename Psbase.dll to Psbase.old.
8. Click Start, and then click Run.
9. In the Run dialog box, type regedit, and then click OK.
10. In Registry Editor, locate and then click the following key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Protected Storage
11. On the Edit menu, click Delete, and then click Yes to confirm your intention to delete the key.
12. Quit Registry Editor.
13. Download Microsoft Internet Explorer 6 Service Pack 1. The following files are available for download from the Microsoft Download Center:
    Download the ie6setup.exe package now. For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:

    119591 How to Obtain Microsoft Support Files from Online Services

    Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file.
14. Double-click ie6setup.exe to start the installation. Follow the instructions on the screen to complete the installation.
15. Restart your computer.
16. Click Start, point to Settings, and then click Control Panel.
17. In Control Panel, double-click Mail.
18. Click Internet E-mail in the Services list, and then click Properties.
19. On the Server tab, type your e-mail account password in the Password box, and then click to select the Remember Password check box.
20. Click Apply, and then click OK.
21. Restart your computer.

REFERENCES

For additional information about troubleshooting password problems in Outlook, click the following article number to view the article in the Microsoft Knowledge Base:

290684 OL2002: The Save Password Setting Is Not Saved When You Connect to a PO290684 Server

Additional query words: prompt repeat enter

Keywords: kbpasswords kbaccounts kbcorrupt kbemail kbprb KB836664
Technology: kbOSWin98SE kbOSWinSearch kbOutlook2002 kbOutlook2002Search kbOutlookExpressSearch kbOutlookSearch kbZNotKeyword3

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