DOCUMENT:Q298467 24-JUL-2001 [msnetwork] TITLE :Allow Automatic Logging In MSN Explorer 6.1 PRODUCT :The Microsoft Network PROD/VER::6.1 OPER/SYS: KEYWORDS: ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - The Microsoft Network version 6.1 ------------------------------------------------------------------------------- SYMPTOMS ======== If you use MSN Explorer 6.1, you can send and receive e-mail through the http://www.hotmail.com Web interface, but you cannot send or receive e-mail using MSN Explorer. You have exhausted all troubleshooting steps, and the issue requires an escalation. One of the items required for support technicians to handle this type of escalation is a file known as a "Spooler Log". With MSN Explorer 6.0, obtaining this file required editing a hotmail.ini file. With MSN Explorer 6.1, there is a new feature that allows a support technician to get this file simply by going to Help and Settings. CAUSE ===== This issue is caused by an unknown problem with MSN Explorer e-mail. RESOLUTION ========== To obtain the Spooler Log with MSN Explorer 6.1 1. Start MSN Explorer and sign in using the account that is causing the e-mail issue. 2. In the upper-right corner of the screen, click Help and Settings. 3. In the Member Center menu on the left, click E-mail. 4. Click the Mail Preferences link. 5. Select the Allow automatic logging (for support purposes) box, and then click the Save Preferences button. 6. In the upper-right corner, click Sign Out. 7. Sign in again with the same user tile. 8. Click the E-mail icon on the top toolbar. If you are having trouble receiving e-mail, this is sufficient. If the issue is with sending e-mail, click Write E-mail and attempt to send an e-mail message. 9. Right-click the Start button, and then click Explore. 10. At the top of the Windows Explorer screen, click Tools. 11. Click Folder Options, and then click the View tab. 12. Under Hidden files, click the option labeled Show all files. 13. Under Hidden files, clear the box next to Hide Protected Operating System Files. 14. Click Apply, and then click OK. 15. Close Windows Explorer. 16. Click Start, point to Search or Find, and then click For Files or Folders. 17. In the Named box, type spooler.log. 18. Select the hard drive (usually "C:"). 19. Select Include Subfolders, and then click Find Now. Note: If more than one spooler.log file shows up, use the log with the most recent date. You can copy and paste this file to the desktop to make it easier to find and attach to e-mail. Otherwise, remember the name of the folder that the file is stored in. 20. Go to http://www.hotmail.com, and then send file as an attachment to the escalation team. 21. Right-click the Start button, and then click Explore. 22. At the top of the Windows Explorer screen, click View. 23. Click Folder Options, and then click the View tab. 24. Under Hidden files, select Do not show hidden or system files. 25. Click Apply, click OK, and then close Windows Explorer. MORE INFORMATION ================ Additional query words: kbimu; MSN Explorer ====================================================================== Keywords : Technology : kbMSNSearch kbMSN610 Version : :6.1 Issue type : kbprb ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY. Copyright Microsoft Corporation 2001.