Contacts not receiving messages sent from Outlook 2007

[BigBlackGuy]

I installed the complete Microsoft Office Professional Plus 2007 Suite for a
board member of my non-profit organization. As a community liaison, she has a
very extensive list of contacts, both private and governmental. We have noted
that she has sent certain e-mail messages, some with and some without
attachments.

Many of her contacts, myself included, have either not received some of
these messages or in some different separate instances, the contacts cannot
open the attachments which are primarily Word or Publisher documents. I have
configured the e-mail account to work from her ISP's DSL account, although
her primary e-mail inbox is at CompuServe, which only offers dial-up
configurations. I created an inbox for her CompuServe account, while her DSL
account is mainly unused because most of her contacts are unfamiliar with the
DSL account name.

I have scoured my Microsoft Office 2007 Inside Out book and have not seen a
remedy for this issue. I am not certain if the issue lies with the board
member's Outlook profile or if a different cause altogether is involved. If
there is an Outlook MVP that knows what step I missed, I would be very
grateful for the information on how to resolve this problem.

 

[Vince Averello [MVP-Outlook]]

Is the user receiving any error messages when sending? Also, is she sending
the Office docs in Off2007 format or the earlier formats?

 

[BigBlackGuy]

Vince,

We have not seen any kind of error messages whatsoever to indicate that the
message didn't go through. It only becomes evident when the contacts call in
to say that they did not receive a message they were told was being posted
within the previous half-hour.

The documents are being saved in the 97-2003 formats, because we understand
that few users have the complete Microsoft Office 2007 Applications.
Additionally, if we don't tell a contact that they are being sent an e-mail,
we never know if they receive it; we could of course select read and reply
receipts, but if the e-mail never reaches its intended destination, then we
would need to make follow-up notes for every e-mail sent to every contact.
That would certainly defeat the purpose and the beauty of Outlook 2007.

 

[Diane Poremsky]

is the computer configured to virus scan outgoing email?

 

[Vince Averello [MVP-Outlook]]

In addition to what Diane mentions about virus scanning, do the items end up
in the user's Sent Items folder as if they'd been sent correctly?

 

[BigBlackGuy]

Vince,

The outgoing messages are NOT showing up in the user's sent box; the sent
box contains some messages that are "greyed out", but it also contains some
messages that are shown in bold text indicating that they have not gone out.
This condition is also seen in the Outbox. The Outbox has perhaps 93
messages, with nearly a third of those messages seen in bold text.

My client is rapidly losing patience and Microsoft has been less than
helpful in the extreme by asking for a $49 fee to even hear what the problem
is. I need help in the worst way and it seems that no one can clarify what is
happening. My own personal copy of Outlook 2007 is also on the fritz now. It
tries to reload the entire Professional Plus Suite instead of sending the
message when I click on the send button for newly composed mail. Outlook 2007
is driving me up the wall!!!

 

[BigBlackGuy]

Diane,

The client has a trial version of Norton Anti-Spam which I activated when
performing updates and system checks. I checked the program and it does not
appear as though Norton is scanning outgoing mail. I'm not even certain that
it is properly scanning the incoming e-mail for that matter.

I cannot comprehend why Outlook would balk at sending e-mail to acknowledged
contacts. The client has bellsouth as their ISP and that e-mail account has
been set up for the client. The client has a separate e-mail box from
compuserve which is the primary e-mail account. That e-mail address is set as
the default in the e-mail profile for Outlook. Which begs the question of why
it is that Outlook does not function. When we use IE7 to transmit e-mail
through compuserve, the e-mail and attachments move smoothly as they should.
What would our could hinder the application from transmitting mail and
attachments.

Microsoft offered to hear my issue for $49.00, but they could not guarantee
me that I would get a solution to the issue. The program has only been
installed on our computers for under 30 days. If it was a car, I'd return
Outlook as being a "lemon". This Outlook 2007 (with Business Contact Manager)
is now even screwed up on my own home computer; when I click on the send
button, instead of sending the e-mail, it now tries to reload the entire
Microsoft Office Professional Plus 2007 Suite. Something smells mighty funky
in this whole thing.

Thanks,
Arthur

 

[F. H. Muffman]

The client has a trial version of Norton Anti-Spam which I activated when
performing updates and system checks. I checked the program and it does
not
appear as though Norton is scanning outgoing mail. I'm not even certain
that
it is properly scanning the incoming e-mail for that matter.

I cannot comprehend why Outlook would balk at sending e-mail to
acknowledged
contacts. The client has bellsouth as their ISP and that e-mail account
has
been set up for the client. The client has a separate e-mail box from
compuserve which is the primary e-mail account. That e-mail address is set
as
the default in the e-mail profile for Outlook. Which begs the question of
why
it is that Outlook does not function. When we use IE7 to transmit e-mail
through compuserve, the e-mail and attachments move smoothly as they
should.
What would our could hinder the application from transmitting mail and
attachments.

Well, the fact that IE7 works, but Outlook doesn't is a red herring. It
uses two different protocols to send messages.

The fact that you have 'unread' messages in the Outbox tells me that Outlook
hasn't tried to send the messages yet.

If you sit down at the box and compose a message, does it go out? What
about after you do a send/receive?

The 'read' messages in the Outbox, afaik, would never be sent. You'd need
to open it and hit Send again. But, lets do that. Open one of them. Are
you able to see the From field? Is it from the CompuServe account or from
the ISP account? Is it only messages with attachments that will not send?
How large are the attachments?