Dear Dell,
From your description, I understand that a home user is using a POP3 email
account in Outlook with a large UK ISP and all his outgoing messages are
stuck in the Outbox. If there has been any misunderstanding, please let me
know.
As Roady suggested, our issue may be due to a third party add-in or
corrupted Outlook profile. To troubleshoot the issue, I recommend we follow
the steps below:
Note: I assume that your customer is using Outlook 2007 on Windows XP
system. In case I am wrong, please stop here and let me know the version of
the Outlook and the system.
Step 1: Start Outlook in Safe Mode
*******************************
Let's start Outlook in Safe Mode by the following method to check whether
the issue persists in Outlook without extensions, preview pane, or toolbar
customization:
1. Click Start menu.
2. In the Run box, type: "Outlook /safe" (without the quotation marks).
Notes: There is a space character between Outlook and the forward slash (/).
3. Press Enter.
4. If the problem doesn't occur this time, please select Tools->Trust
Center->Add-ins->select COM Add-ins and click Go button->unselect all
add-ins and click OK. Then select Tools->Trust Center->Add-ins->select
other two items in the "Manage" list and click Go button->unselect all
add-ins and click OK.
If this issue still exists, please do the following the steps to see if it
can be resolved.
Step 2: Create a new profile
*****************************
A new profile is a new environment for us to use Outlook. To create a new
profile is only for a test to see if the problem is related to the corrupt
profile of Outlook. Creating new profile will not do any damage to the old
profile.
1. On the Start menu, click Control Panel.
2. Click Switch to Classic View, and double click the Mail icon.
3. In the Mail Setup dialog box, click the Show Profiles button.
4. On the General tab, click to select the Prompt for a profile to be used
check box.
5. Click Add.
6. In the Profile Name box, type a descriptive name for the new profile,
and then click OK.
7. In the Add New E-mail Accounts dialog box, click Microsoft Exchange,
POP3, IMAP, or HTTP, and then click Next.
8. Enter the account settings (Name, E-mail Address and Password). Outlook
2007 will configure the email account for you.
9. Open Outlook and select the new profile you just created.
For more information, we might follow the article below:
How to create a new e-mail profile in Outlook 2007 and in Outlook 2003
http://support.microsoft.com/default.aspx?scid=kb;en-us;829918
If the issue does not occur in the new profile, I recommend we perform the
steps on the following article to transfer Outlook data from the old
profile to the new profile:
How to manage .pst files in Outlook 2002 and in Outlook 2003
http://support.microsoft.com/default.aspx?scid=KB;EN-US;287070
Note: This article also applies to Outlook 2007.
I look forward to hear from you.
Best regards,
Steven Du
Microsoft Online Support
Microsoft Global Technical Support Center
Get Secure! -
www.microsoft.com/security
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--------------------
From: =?Utf-8?B?RGVsbCBCb3k=?= <Dell (e-mail address removed)>
Subject: Outlook 2007 Messages Stay In Outbox
Date: Thu, 7 Aug 2008 01:36:00 -0700
A customer has a problem with all outgoing messages getting stuck in the
Outbox, the problem started yesterday.
I have done some basic troubleshooting over the telephone and the user
tells
me that he is not editing the emails and then forgetting to click Send (I
talked him through deleting everything in the Outbox then trying to send a
test message but it also got stuck). He is a home user using a POP3
account
with a large UK ISP (i.e. there's no Exchange Server configuration
involved),
he is not using Offline Folders or Remote Mail as far as he is aware, and
as
far as he is aware he has not switched Outlook to Cached Exchange Mode.
His
email is set to Send Immediately When Connected and he uses ADSL.
I am making a site visit on Saturday 9th August (BST) and would appreciate
any suggestions on what to try, other than the obvious one of deleting the
email account and re-creating it.
Many thanks.
