OL98: (IMO) Troubleshooting Outlook Configuration Problems

ID: Q185389

The information in this article applies to:


NOTE: These procedures only apply if you have installed Outlook with the Internet Mail Only option. To determine your installation type, on the Help menu click About Microsoft Outlook. In About Microsoft Outlook you should see "Internet Mail Only" if you have the Internet Mail Only option installed.

SUMMARY

This article describes how to troubleshoot common Microsoft Outlook 98 configuration problems for Internet services. You should begin your troubleshooting with the section titled, "General Configuration Troubleshooting," and then proceed to the section for your particular service type.


MORE INFORMATION

This article discusses the following topics:

General Configuration Troubleshooting

When Outlook is first installed a default set of Personal Folders is created. Most users will then add accounts. The first troubleshooting step for configuration issues is to create a new set of personal folders and the account with which you are having problems. When this is working, you can add additional accounts, checking each one.

For more detailed information on creating a new set of Personal Folders, please see the following articles in the Microsoft Knowledge Base:
Q179743 (IMO) Creating a New Personal Folder For an IMO Account

Q179504 (IMO) Creating a New Account with Internet Only Support

Internet Configurations

To troubleshoot Internet configurations, you must first establish that the Internet connection is working properly by checking your Internet connection.

Checking Your Internet Connection

To make sure your Internet connection is working properly, log on to your Internet connection and ping a known Internet Protocol (IP) address by typing the following command at an MS-DOS prompt: 

   ping <IP address>
where <IP address> is the IP address of an Internet server.

If you can ping a known IP address successfully, basic TCP/IP connectivity is functioning properly. Next, try to ping the Internet server using "servername.com" instead of the IP address. At an MS-DOS prompt type the following command: 

   ping servername.com
If this works, your Domain Name Server (DNS) settings are functioning properly.

A DNS server maintains a database for resolving host names and IP addresses, allowing users of computers configured to query the DNS to specify remote computers by friendly host names rather than IP addresses. DNS domains are not the same as Windows NT networking domains.

For example, issuing the "ping ftp.microsoft.com" command goes to the DNS server you specified for your internet connection, looks up the IP address for the site, and then pings that IP address.

For more detailed information on connecting to the Internet see the following articles in the Microsoft Knowledge Base:
Q138789 How to Connect to the Internet in Windows 95

Setting TCP/IP as Default Protocol

Once you know that your Internet connection is valid, check that TCP/IP is set as the default protocol. To make sure that TCP/IP is your default protocol, follow these steps:

  1. On the Windows Desktop, use your right mouse button to click Network Neighborhood and click Properties.

    For Windows 95: On the Configuration tab, click TCP/IP and click Properties to On the Advanced tab, verify that the "Set this protocol to be the default protocol" check box is selected, and then click OK.

    For Windows NT: Click the Bindings tab and in the Show Binding For list, click All Services. Expand the list for all services and use the Move Up and Move Down buttons to position the TCP/IP protocol at the top of each list.

    NOTE: While you are in the TCP/IP Properties, you should verify that all Internet configuration information is correct. If you are in doubt about any setting, contact your Internet Service Provider (ISP).


  2. Click OK.


Other Internet Connection Issues

For additional information, please see the following article in the Microsoft Knowledge Base:
Q180982 OL98: Undeliverable Mail Message When Sending Internet Mail

Additional query words: Additional query words: tshoot 


Keywords          : kbdta 
Version           : WINDOWS:
Platform          : WINDOWS 
Issue type        : kbhowto

Last Reviewed: July 27, 1999