OL98: (CW) How to Troubleshoot Missing Internet E-Mail Service

ID: Q196722

The information in this article applies to:
NOTE: These procedures only apply if you have installed Outlook with the Corporate or Workgroup option. This option allows you to use Messaging Application Programming Interface (MAPI) services. To determine your installation type, on the Help Menu click About Microsoft Outlook. In About Microsoft Outlook you should see "Corporate or Workgroup" if you have the Corporate or Workgroup installation.


IMPORTANT: This article contains information about editing the registry. Before you edit the registry, make sure you understand how to restore it if a problem occurs. For information about how to do this, view the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.

SYMPTOMS

You are using the Corporate or Workgroup installation of Outlook, configured with the Internet E-mail service in your profile. You are not able to send mail and the Internet E-mail service does not appear in either the Mail Services dialog box, or under Send and Receive on the Tools menu.


CAUSE

This condition can occur when certain components that make up the Internet E-mail service are damaged or not properly registered.


RESOLUTION

This section describes several possible resolution methods. The methods are in order, from least difficult to most difficult. Try each method in order, and after completing each one, test for proper Internet E-mail configuration and functionality.

NOTE: Because there are several versions of Windows, the following steps may be different on your computer. If they are, please consult your product documentation to complete these steps.

To Rename Files

In the methods listed below, you often need to locate and rename certain files. To do this, follow these steps:

  1. Quit all programs.


  2. Click Start, point to Find, and click Files Or Folders.


  3. In the Named box, type the name of the file you want to locate, as described in each method.


  4. In the Look In list, click to select your hard disk.


  5. Click to select the Include Subfolders check box, and click Find Now.


  6. To rename the file, right-click the item and then click Rename on the shortcut menu. Edit the name by changing the file name extension to .old.


NOTE: In some cases, you need to use the asterisk (*) character to do "wildcard" searches. For example, in order to find all files that are in the Messaging Application Programming Interface (MAPI) family, you would type Mapi*.* in the Named box. This query returns files such as Mapi.dll, Mapi32.dll, and Mapisvc.inf among others.

Method 1

If You Use Windows 95/98

These steps assume that you installed Outlook in the Microsoft Office 97 default installation path.
  1. Quit Outlook and any other programs that are currently running. Click Start, point to Programs, and click MS-DOS Prompt.


  2. In the MS-DOS Prompt window, type (include quotation marks)


    3. 
cd "\program files\microsoft office\office"
    and press ENTER.

  3. In the MS-DOS Prompt window, type


    4. 
c:\windows\system\regsvr32 outlmime.dll
    (you may need to type the full path to the System folder) and press ENTER.

    You will receive the following message:
    DllRegisterServer in outlmime.dll succeeded.
    Click OK and click Close.

  4. Start Outlook and send a mail message to test your mail functionality.


If You Use Windows NT 4.0

  1. Quit Outlook and any other programs that are currently running. Click Start, point to Programs, and click Command Prompt.


  2. In the Command Prompt window, type (include quotation marks)


    3. 
cd "\program files\microsoft office\office"
    and press ENTER.

  3. In the Command Prompt window, type 


    4. 
c:\winnt\system32\regsvr32 outlmime.dll
    (you may need to type the full path to the System32 folder) and press ENTER.

    You will receive the following message:
    DllRegisterServer in outlmime.dll succeeded.
    Click OK, and click the Close button to close the Command Prompt window.

Method 2

  1. Locate and rename all occurrences of the following files on your hard disk:


    2. 
    Mspst32.dll
    Minet.ecf
    Minet32.dll
    Wsock32n.dll
  2. Click Start, point to Settings, and then click Control Panel.


  3. Double-click the Add Remove Programs icon.


  4. In the list of programs, click Microsoft Outlook 98, and click Add/Remove.


  5. In the Outlook Active Setup dialog box, click Rerun Outlook 98 Setup.


  6. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.


NOTE: You may need to create a new profile after reinstallation.

Method 3

  1. Locate and rename all occurrences of the following files on your hard disk:


    2. 
    Mapi.dll        Outllib.dll
    Mapi32.dll      Outlmime.dll
    Mapisp32.exe    Outlook.exe
    Mapisrvr.exe
  2. Click Start, point to Settings, and then click Control Panel.


  3. Double-click the Add/Remove Programs icon.


  4. In the list of programs, click Microsoft Outlook 98, and click Add/Remove.


  5. In the Outlook Active Setup dialog box, click Rerun Outlook 98 Setup.


  6. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.


NOTE: You may need to create a new profile after reinstallation.

Method 4

If you are using Windows 98, remove and reinstall Outlook Express. To do this, follow these steps:
  1. Click Start, point to Settings, and then click Control Panel.


  2. Double-click the Add/Remove Programs icon.


  3. In the list of programs, click Microsoft Outlook Express, and click Add/Remove. When prompted, click Yes.


  4. Insert the Windows 98 compact disc into your CD-ROM drive. In the Add/Remove Programs dialog box, click the Windows Setup tab, and then click Microsoft Outlook Express. Click OK to install Outlook Express.


  5. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.


NOTE: You may need to create a new profile after reinstallation.

Method 5

WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk.

For information about how to edit the registry, view the "Changing Keys and Values" Help topic in Registry Editor (Regedit.exe) or the "Add and Delete Information in the Registry" and "Edit Registry Data" Help topics in Regedt32.exe. Note that you should back up the registry before you edit it. If you are running Windows NT, you should also update your Emergency Repair Disk (ERD).
  1. Click Start, point to Settings, and then click Control Panel.


  2. Double-click the Add/Remove Programs icon.


  3. In the list of programs, click Microsoft Outlook 98.


  4. In the Outlook Active Setup dialog box, click Remove Outlook 98.


  5. If you do not have Microsoft Office 97, skip this step and proceed to step 6.

    If you have an Office 97 compact disc, locate and rename all occurrences of the following files on your hard disk:


    6. 
     Mfc40.dll 
     Mssetup.dll 
     Msvcrt40.dll
    Copy these files from the Office 97 compact disc and paste them to the same location where the renamed files are located.

  6. Locate and rename all occurrences of the following files on your hard disk:


    7. 
     Mapi.dll           Jobexec.dll
     Mapi32.dll         Psapi.dll
     Mapisp32.exe       Inseng.dll
     Acmeeng.inf        Softpub.dll
     Wintrust.dll       Outsetup.inf
     Wininet.dll        Outlwzd.exe
    NOTE: Do not rename these files if running Microsoft Windows 98: 
    
     Wininet.dll
     Wintrust.dll
    Copy these files from the Office 97 compact disc and paste them to the same location where the renamed files are located.

  7. Click Start, and click Run. In the Open box, type regedit, and click OK.


  8. Locate the following registry subkey:


    9. HKey_Local_Machine\Software\Microsoft\Active Setup
  9. On the Registry menu, click Export Registry File. Type a name for the registry file and click Save, to save the entry to your desktop.


  10. Right-click the subkey, and click Delete on the shortcut menu.


  11. In the Registry Editor, locate the following registry subkey:


    12. HKey_Current_User\Software\Microsoft\Active Setup
  12. On the Registry menu, click Export Registry File. Type a name for the registry file and click Save, to save the entry to your desktop.


  13. Right-click the subkey and click Delete on the shortcut menu.


  14. Locate and rename all occurrences of the following files on your hard disk:


    15. 
     Msdownld.tmp
     Ixp.tmp
     Ol98logs
    Copy these files from the Office 97 compact disc and paste them to the same location where the renamed files are located.

  15. Use either the Outlook 98 compact disc, or an Active Setup file obtained from the Web, to run Outlook Active Setup.


  16. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.


NOTE: You may need to create a new profile after reinstallation.

Method 6

You should only attempt this final method after attempting each of the previous methods. To complete this more extensive method, follow these steps:
  1. Quit all currently running programs.


  2. Press CTRL+ALT+DELETE, check the Task Manager, or Close Program dialog box for any additional programs that may be running. Select each item in the Close Program list, and then click End Task. Complete this operation, confirming the End Task operation each time.


  3. Click Start, point to Settings, and then click Control Panel.


  4. Double-click the Add Remove Programs icon.


  5. In the list of programs, click Microsoft Outlook 98, and click Add/Remove.


  6. In the Outlook Active Setup dialog box, click Remove Outlook 98.


  7. Click Start, click Shutdown, and then click Restart, or Restart the computer. Wait for Windows to restart.


  8. Click Start, point to Settings, and then click Control Panel.


  9. Double-click the Add/Remove Programs icon.


  10. In the list of programs, click Microsoft Office 97, and then click Add/Remove. Insert your Office 97 compact disc when prompted.


  11. In the Office 97 maintenance program, click Remove All.


  12. Using the instructions provided in following Knowledge Base article, install and run Eraser97.exe.
    Q176823 OFF97: Utility to Completely Remove Remaining Office 97 Files
    You can obtain this file from the Microsoft World Wide Web site:


    13. http://support.microsoft.com/support/kb/articles/Q176/8/23.asp

  13. Click Start, click Shutdown, and then click Restart, or Restart the computer. Wait for Windows to restart.


  14. Press CTRL+ALT+DELETE, check the Task Manager, or Close Program dialog box for any additional programs that may be running. Select each item in the Close Program list, and then click End Task. Complete this operation, confirming the End Task operation each time.


  15. Locate and rename all occurrences of the following files on your hard disk:


    16. 
     Mapi*.dll       Outl*.dll     Wab32.dll        Inetcomm.dll
     Mapi*.exe       Outl*.exe     Pstprx32.dll     Minet32.dll
     Mapi*.ini       Outl*.ini     Msimnui.dll
     Mapi*.inf       Ems*.*        Contab32.dll
    NOTE: Depending on the installation type and mail services you are using, some of these files may not exist on your computer. For example, you may not have files that match the Ems*.* query because these files allow the Corporate or Workgroup installation to collaborate in an Microsoft Exchange Server environment.

  16. Locate and delete each of the following files:



    Extend.dat
    Outcmd.dat
    Frmcache.dat

To Reinstall Office 97 and Outlook 98

To ensure a clean installation of Office 97 and Outlook 98, after completing Method 5, follow these steps:
  1. Press CTRL+ALT+DELETE, check the Task Manager or Close Program dialog box for any additional programs that may be running. Select each item in the Close Program list, and then click End Task. Complete this operation, confirming the End Task operation each time.


  2. Using the Microsoft Office 97 Compact disc, run Setup to install Office. Select the Custom option, and then click to clear the Outlook 97 check box.


  3. Repeat step 1 to close all running programs.


  4. Using either the Outlook 98 compact disc, or a Setup utility downloaded from the Outlook Web site, run Outlook Active Setup and select the options you want to complete the installation.



MORE INFORMATION

To obtain the Setup utility to download Outlook 98, please see the following Microsoft World Wide Web site:

http://officeupdate.microsoft.com/downloadDetails/outlook98detail.htm
If you have previously downloaded a copy of the Setup utility, you should download a fresh copy from this location before running the Web installation.

Additional query words: 98 email services 


Keywords          : kbdta CfgIM StpOthr GnlUif 
Version           : WINDOWS:
Platform          : WINDOWS 
Issue type        : kbprb

Last Reviewed: July 19, 1999