Can not send mail in outlook 2007 (not as easy as you think)

[glenjamindle]

Vista Home Premium 32 bit
Office Professional 2007
Norton 360

Problem:

1) Can not send mail
-after restarting computer I can get one out message, but no more after
that
2) Can not receive mail unless I manually click Send/Receive or it is
immediately after starting outlook
3) Desktop notifier no longer pops up for new messages (and yes, it is
checked)

Events leading up to problem:

5/2/09> Unplugged our XP computer in order to fit it into a new desk and
network went out. Called ISP and they walked me through resetting it (netshe
reset or something) in MS DOS and then restart the computer. After that the
network was fine and all looked well. I then noticed I couldn't send emails
with attachments, then it was all mail. Not sure if this matters, but
Microsoft SQL Server 2005 express edition service pack 3 (KB955706) update
fails to install and has since 3/19/09.

Troubleshooting steps taken:

1) Verified gmail account settings were correct
2) Verified outlook profile was correct and ran test (passed)
3) Tweaked and tested settings in outlook profile
4) Sent mail directly from gmail account
5) Searched gmail known issues section
6) Ran gmails pop3 mail troubleshooter with no issues found
7) Deleted outlook profile and made a new one
8) Installed latest office update manually and restarted
9) Disabled Norton
10) Ran outlook in safe mode
11) Ran office troubleshooter with no issues found
12) Called ISP and they told me it wasn't their end
13) Posted this question on the forums :/

I'm getting a little upset so if anyone has any idea please let me know.
Thanks!

 

[neo [mvp outlook]]

For #2, make sure Outlook is not running and delete the <outlook profile
name>.SRS file found at \documents and settings\userid\application
data\microsoft\outlook. What this will do is cause Outlook to generate a
new send/receive settings file with default settings. Therefore you should
review your send/receive settings and adjust the settings to your
preference. To access the send/receive settings dialog, start Microsoft
Outlook 2007 and press CTRL + ALT + S. You just need to ensure that the
checkbox for schedule a send/receive every X minutes is checked. For what
its worth, don't go less than 5 minutes.

Another possibility to your woes is that Norton 360 is configured to scan
POP3 e-mail. I have never used this version, but previous versions of
Symantec products could interfere with Outlook after server months of
trouble free use. Have you tried uninstalling Norton 360 temporarily to
see if Outlook functionality returns to normal? And yes, I recommend you
reinstall the product once done with this test.

 

[Peter Foldes]

Norton strikes again. Disable your Norton 360 from integrating with your Outlook
(scanning)

 

[glenjamindle]

That file path does not exist on my computer, but I know what you mean. I
went to C:\Users\Glen Atchison\appdata\Local\Microsoft\Outlook and within
that file is>

Accounts (empty file folder)
~last~.sharing.xml.obi
archive.pst
extend.dat
Outlook.bak
Outlook.txt
Outlook.pst
Outlook.sharing.xml.obi
Outlook.xml.kfl

No .srs file to delete.......

After your post I followed your suggestions>

Uninstalled Norton 360 and tested Outlook
Reinstalled Norton 360 in hopes of turning off the email integration, but no
option to do so
Ran Microsoft Personal Folders Scan/Repair Utility

Still nada

 

[neo [mvp outlook]]

Under Vista, the .srs file is at:

C:\Users\<userid>\AppData\Roaming\Microsoft\Outlook

Just to verify, you uninstalled Norton 360 and the issue is still there...
right?

In which case the next questions I would ask is what kind of connection to
you have to the internet? (Cable, DSL, Dialup, .etc)

Safe to assume that Vista is up to date with service pack 1 and all the
latest and greatest patches from Windows Update?

Other than that and depending on your internet connection, I might suggest
you try the command...

netsh int tcp set global autotuninglevel=normal congestionprovider=ctcp
ecncapability=enabled timestamps=enabled


Note: If you have UAC on under Visa, you have to do the netsh command in an
elevated command prompt. To do thish, just right click on the command
prompt in the start menu and pick run as administrator.

 

[glenjamindle]

Automatic send/receive fixed by deleting the .srs file!

You are correct. I uninstalled Norton 360 completely with the Norton removal
tool that is supposed to remove all instances of Symantec products...tested
and reinstalled.

My setup>

Vista Home Premium 6.0.6001 SP 1 Build 6001 all updates installed (except
the aforementioned SQL update). DSL connected wirelessly through a
Speedstream 6520 modem/router combo. XP Machine also on network and is
unaffected.

After typing in the command I got an "OK". I assumed I didn't have to
restart so I tested and still nothing. I'm stuck on Preparing to
send/receive. I went ahead and disabled 360's firewall and antispam
protection and nothing. I also have outlooks troubleshooting logging enabled
if that may help any.

I just have a feeling it's Norton because really, what else is there?

Any other tricks up your sleeve?



By the way...I really REALLY appreciate your help. Not many people would
take this amount of time so thank you.

 

[glenjamindle]

**UPDATE**

Decided to restart computer and now my volume, network, and battery icons
dissapeared from the bottom right notification area. I right clicked on the
toolbar and selected properties to reinstate the icons, but they're greyed
out and will not let me check the boxes.

I then tried Outlook again. I got out two emails, but they each took almost
six minutes to send. One was 2mb and the other 4mb.

 

[neo [mvp outlook]]

Try this for me...

ping -f -l 1472 www.google.com

one of two things will happen

1) there will be 4 successful pings or

2) you get a message back saying packet needs to be fragmented but DF set

The above will help me figure out if your DSL connection is a PPoE type
account.


As for the netsh command, I would reboot. The other thing would could try
is disabling the auto-tuning feature all together since some soho/dsl
modem/routers don't like the way Vista tries to optimize network connection.
The command would be...

netsh int tcp set global autotuninglevel=disabled

 

[glenjamindle]

C:\Windows\system32>ping -f -l 1472 www.google.com

Pinging www.l.google.com [64.233.169.104] with 1472 bytes of data:
Reply from 64.233.169.104: bytes=56 (sent 1472) time=119ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=118ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=118ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=120ms TTL=241

Ping statistics for 64.233.169.104:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 118ms, Maximum = 120ms, Average = 118ms


Also did the netsh command and restarted. My icons are back, but it still
takes a looong time to get out an email. If there is no fix I suppose I can
live with it. At least I can (eventually) send an email.

 

[neo [mvp outlook]]

Wow, average response time is higher than I expected for a DSL connection.
Since you mentioned that the PC connects via a wireless connection to the
DSL modem, do see the same response time when using a wired connection to
the DSL modem?

C:\Windows\system32>ping -f -l 1472 www.google.com

Pinging www.l.google.com [64.233.169.104] with 1472 bytes of data:
Reply from 64.233.169.104: bytes=56 (sent 1472) time=119ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=118ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=118ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=120ms TTL=241

Ping statistics for 64.233.169.104:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 118ms, Maximum = 120ms, Average = 118ms


Also did the netsh command and restarted. My icons are back, but it still
takes a looong time to get out an email. If there is no fix I suppose I
can
live with it. At least I can (eventually) send an email.

Try this for me...

ping -f -l 1472 www.google.com

one of two things will happen

1) there will be 4 successful pings or

2) you get a message back saying packet needs to be fragmented but DF set

The above will help me figure out if your DSL connection is a PPoE type
account.


As for the netsh command, I would reboot. The other thing would could
try
is disabling the auto-tuning feature all together since some soho/dsl
modem/routers don't like the way Vista tries to optimize network
connection.
The command would be...

netsh int tcp set global autotuninglevel=disabled

 

[glenjamindle]

Wired>

C:\Windows\system32>ping -f -l 1472 www.google.com

Pinging www.l.google.com [64.233.169.99] with 1472 bytes of data:
Reply from 64.233.169.99: bytes=56 (sent 1472) time=116ms TTL=241
Reply from 64.233.169.99: bytes=56 (sent 1472) time=116ms TTL=241
Reply from 64.233.169.99: bytes=56 (sent 1472) time=116ms TTL=241
Reply from 64.233.169.99: bytes=56 (sent 1472) time=117ms TTL=241

Ping statistics for 64.233.169.99:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 116ms, Maximum = 117ms, Average = 116ms

Wow, average response time is higher than I expected for a DSL connection.
Since you mentioned that the PC connects via a wireless connection to the
DSL modem, do see the same response time when using a wired connection to
the DSL modem?

C:\Windows\system32>ping -f -l 1472 www.google.com

Pinging www.l.google.com [64.233.169.104] with 1472 bytes of data:
Reply from 64.233.169.104: bytes=56 (sent 1472) time=119ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=118ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=118ms TTL=241
Reply from 64.233.169.104: bytes=56 (sent 1472) time=120ms TTL=241

Ping statistics for 64.233.169.104:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 118ms, Maximum = 120ms, Average = 118ms


Also did the netsh command and restarted. My icons are back, but it still
takes a looong time to get out an email. If there is no fix I suppose I
can
live with it. At least I can (eventually) send an email.

Try this for me...

ping -f -l 1472 www.google.com

one of two things will happen

1) there will be 4 successful pings or

2) you get a message back saying packet needs to be fragmented but DF set

The above will help me figure out if your DSL connection is a PPoE type
account.


As for the netsh command, I would reboot. The other thing would could
try
is disabling the auto-tuning feature all together since some soho/dsl
modem/routers don't like the way Vista tries to optimize network
connection.
The command would be...

netsh int tcp set global autotuninglevel=disabled


Automatic send/receive fixed by deleting the .srs file!

You are correct. I uninstalled Norton 360 completely with the Norton
removal
tool that is supposed to remove all instances of Symantec
products...tested
and reinstalled.

My setup>

Vista Home Premium 6.0.6001 SP 1 Build 6001 all updates installed
(except
the aforementioned SQL update). DSL connected wirelessly through a
Speedstream 6520 modem/router combo. XP Machine also on network and is
unaffected.

After typing in the command I got an "OK". I assumed I didn't have to
restart so I tested and still nothing. I'm stuck on Preparing to
send/receive. I went ahead and disabled 360's firewall and antispam
protection and nothing. I also have outlooks troubleshooting logging
enabled
if that may help any.

I just have a feeling it's Norton because really, what else is there?

Any other tricks up your sleeve?



By the way...I really REALLY appreciate your help. Not many people
would
take this amount of time so thank you.

:

Under Vista, the .srs file is at:

C:\Users\<userid>\AppData\Roaming\Microsoft\Outlook

Just to verify, you uninstalled Norton 360 and the issue is still
there...
right?

In which case the next questions I would ask is what kind of
connection
to
you have to the internet? (Cable, DSL, Dialup, .etc)

Safe to assume that Vista is up to date with service pack 1 and all
the
latest and greatest patches from Windows Update?

Other than that and depending on your internet connection, I might
suggest
you try the command...

netsh int tcp set global autotuninglevel=normal
congestionprovider=ctcp
ecncapability=enabled timestamps=enabled


Note: If you have UAC on under Visa, you have to do the netsh command
in
an
elevated command prompt. To do thish, just right click on the command
prompt in the start menu and pick run as administrator.

message
That file path does not exist on my computer, but I know what you
mean.
I
went to C:\Users\Glen Atchison\appdata\Local\Microsoft\Outlook and
within
that file is>

Accounts (empty file folder)
~last~.sharing.xml.obi
archive.pst
extend.dat
Outlook.bak
Outlook.txt
Outlook.pst
Outlook.sharing.xml.obi
Outlook.xml.kfl

No .srs file to delete.......

After your post I followed your suggestions>

Uninstalled Norton 360 and tested Outlook
Reinstalled Norton 360 in hopes of turning off the email
integration,
but
no
option to do so
Ran Microsoft Personal Folders Scan/Repair Utility

Still nada







:

For #2, make sure Outlook is not running and delete the <outlook
profile
name>.SRS file found at \documents and settings\userid\application
data\microsoft\outlook. What this will do is cause Outlook to
generate a
new send/receive settings file with default settings. Therefore
you
should
review your send/receive settings and adjust the settings to your
preference. To access the send/receive settings dialog, start
Microsoft
Outlook 2007 and press CTRL + ALT + S. You just need to ensure
that
the
checkbox for schedule a send/receive every X minutes is checked.
For
what
its worth, don't go less than 5 minutes.

Another possibility to your woes is that Norton 360 is configured
to
scan
POP3 e-mail. I have never used this version, but previous versions
of
Symantec products could interfere with Outlook after server months
of
trouble free use. Have you tried uninstalling Norton 360
temporarily
to
see if Outlook functionality returns to normal? And yes, I
recommend
you
reinstall the product once done with this test.


message
Vista Home Premium 32 bit
Office Professional 2007
Norton 360

Problem:

1) Can not send mail
-after restarting computer I can get one out message, but no
more
after
that
2) Can not receive mail unless I manually click Send/Receive or
it
is
immediately after starting outlook
3) Desktop notifier no longer pops up for new messages (and yes,
it
is
checked)

Events leading up to problem:

5/2/09> Unplugged our XP computer in order to fit it into a new
desk
and
network went out. Called ISP and they walked me through resetting
it
(netshe
reset or something) in MS DOS and then restart the computer.
After
that
the
network was fine and all looked well. I then noticed I couldn't
send
emails
with attachments, then it was all mail. Not sure if this matters,
but
Microsoft SQL Server 2005 express edition service pack 3
(KB955706)
update
fails to install and has since 3/19/09.

Troubleshooting steps taken:

1) Verified gmail account settings were correct
2) Verified outlook profile was correct and ran test (passed)
3) Tweaked and tested settings in outlook profile
4) Sent mail directly from gmail account
5) Searched gmail known issues section
6) Ran gmails pop3 mail troubleshooter with no issues found
7) Deleted outlook profile and made a new one
8) Installed latest office update manually and restarted
9) Disabled Norton
10) Ran outlook in safe mode
11) Ran office troubleshooter with no issues found
12) Called ISP and they told me it wasn't their end
13) Posted this question on the forums :/

I'm getting a little upset so if anyone has any idea please let
me
know.
Thanks!