Troubleshooting Microsoft®

Outlook Express & Microsoft®

Office Outlook Connector
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 Table of Contents

Troubleshooting Microsoft® Outlook & Outlook Express ............................. 1

Introduction ................................................................................................ 2
Troubleshooting Send/Receive .................................................................... 3
Send/Receive .......................................................................................................... 3
Review ..................................................................................................................... 9
Troubleshooting Corruption ....................................................................... 10
Understanding Corruption ..................................................................................... 10
Profile/Identity Corruption .................................................................................... 10
Identifying Identity Corruption in Microsoft® Outlook Express ............................. 11
Identifying Data File Corruption in Microsoft® Outlook Express ............................ 12
Lab – Troubleshooting Data File Corruption ........................................................... 23
Review ................................................................................................................... 31
Data File Management ............................................................................... 26
Working with Microsoft® Outlook Express Data Files (*.dbx) ............................... 26
Lab – Troubleshooting Archive Issues. ............................. Error! Bookmark not defined.
Review .............................................................................. Error! Bookmark not defined.
Understanding Hotmail & MSN Integration with Outlook ........................... 33
Understanding HTTP DAV (Direct Access Versioning) ............................................ 33
Understanding the Outlook Live offering ............................................................... 33
Understanding the Outlook Connector for MSN ...................................................... 34
Review ................................................................................................................... 35
Appendix – Content For Specific Errors ..................................................... 37
Introduction

The following training is designed to help assist agents in understanding how to

troubleshoot the most common call generators for Microsoft Outlook Express.
Troubleshooting Send/Receive
The information in this section applies to:

 Microsoft® Outlook Express

Send/Receive

When faced with a send/receive issue, collecting as much specific information as possible
can help narrow down and identify the root cause of the issue. These include:

 Error Code(s)

 Behavior of the error message

 Action taken by the customer to generate the error message.

Note: Identifying the precise action taken by the customer can help reduce the time in
identifying root cause. (E.g. A specific error message they receive, specific behaviors
against the intended result, etc) This also helps to provide a logical starting point to build
an action plan around.

When troubleshooting error codes that can have multiple resolutions, we can begin a
simple process of elimination to help narrow down the root cause of the issue.
● Verify Email account settings – An incorrect email account configuration can
generate errors such as 0x800CCC0D.
● Telnet – Telnet is a DOS based command used to connect to a specified mail server.
Telnet can be used to help identify whether a problem lies with basic network
connectivity, or with a specific program such as Outlook or Outlook Express.

An example of the syntax is as follows:

c:\> Telnet <mail server name> <port number>

The mail server name is specified by the ISP. If the customer does not know the
settings, they can be found under the account settings of tools | email accounts. If
the settings are found to be incorrect, a conference with the ISP may be necessary
to determine the correct server names. Default port settings are:

POP3 Incoming: 110

SMTP Outgoing: 25

Note: A simple rule of thumb to use is that if the customer receives a prompt for
username & password via telnet, then we can deem that network connectivity exists,
and the issue is still Outlook/Outlook Express specific.
● Create a new Outlook Express Identity – Creating a new Outlook Express
Outlook Express identity with a clean set of files will help to identify possible profile
corruption as the root cause of the issue.

It is important to create a new account, and use a clean file to test the send/receive
process with. If the customer is able to send/receive without error, the next logical
step will be to import the old customer data, or connect to the old .dbx files.

Note: When testing this configuration, always use the “leave a copy of messages on
the mail server” option to help in avoiding multiple import/export steps. When the
customer has reconnected the old Outlook .PST or Outlook Express Mail store, then
next send/receive action will download the new mail.
 ● Windows Cleanboot - Cleanboot can help eliminate 3rd party programs that may
interfere with the send/receive process. For example, many customers will install a
firewall program without knowledge that Windows XP SP2 is already configured with
a built in firewall.

Cleanboot is accessed from start | run | msconfig. There are 2 main methods of
troubleshooting using cleanboot:

i) Startup Tab - By pressing the “Disable All” will effectively disable all startup
items for the next boot. If we find that cleanbooting helps Outlook/Outlook Express
to send/receive successfully, the next logical step is to isolate the application that is
causing the interference. To do this we can begin a process of elimination whereas
we re-activate ½ of the startup items and test again. If send/receive works correctly
again, then we will re-activate the other ½ and disable the first ½ that we activated
to narrow down the offending startup item.

For more detailed information on Cleanboot troubleshooting, please refer to the

Cleanboot Troubleshooting document located at <\\providelinkhere>
 ii) Services Tab – Many Antivirus companies are now including the use of services to
help stabilize their products. Disabling all non-Microsoft® services can help identify a 3rd
party application as the root cause of a send receive issue.

When using cleanboot, we want to make sure that we leave the customer in the best
possible boot scenario. If we disable the startup items & services, these customers may be
at further risk to attack via virus or hackers then simply not being able to send/receive
within Outlook/Outlook Express. Taking the time to identify the problem startup item can
also help to not only identify root cause of the issue, but leave the customer with a choice
on disabling said startup item that may cause the inability to send/receive all while leaving
their boot configuration in the best possible configuration.
Review

1.) What is the correct syntax to telnet to a POP3 Server via a DOS Prompt?

a) c:\ telnet <servername>

b) c:\ <servername> telnet <portnumber>
c) c:\ telnet <servername> <portnumber>
d) c:\ <portnumber> telnet <server name>

A: C) C:\ telnet servername portnumber

2.) Name the 2 tabs in the MSCONFIG utility that are used to clean boot a system

A: Services and Startup

3.) When creating a blank new profile, what is the option in the account properties that is
recommended to enable before testing a send/receive operation?

A: Leave a copy of messages on the server.

4.) Select the port numbers for email connectivity (circle all that apply)

a) 21
b) 25
c) 80
d) 110
e) 8080

A: 25, 110

5.) Lucy calls regarding the error message 0X800CCCOE when trying to send/receive
email. Lucy informs you that this has only happened since installing Service Pack 2
for Windows XP. Lucy says that her email worked fine, and there have been no
updates recently to her Norton Internet Security. Furthermore, she can browse the
web with no issues, and can receive her email from a webmail client provided by her
ISP.

Based on this information – what is the first action you take to resolve the issue and
why?

A: Cleanboot services and startup programs to eliminate a possible conflict with the
Windows XP Firewall and the Norton Internet Security firewall. Telnet as part of the
answer is acceptable as well to determine connectivity.
Troubleshooting Corruption
The information in this section applies to:

● Microsoft® Outlook Express

Understanding Corruption
One example of when corruption can occur is if Outlook/Outlook Express is not closed
properly. During the closure of programs, information is written into various files (e.g.
*.dbx, etc)

Most common forms of corruption can occur under various different conditions. These can
include:

● Abnormal program termination

● Windows System crash

● Unexpected hang within the product

● Problems within the actual file system

If information is being written to various files during these scenarios, the information can be
improperly written, and thus creates corruption as Outlook/Outlook Express cannot
comprehend the information within the files.

Profile/Identity Corruption
Determining profile corruption within Microsoft® Outlook/Outlook Express, we must first
understand what the user is trying to accomplish and what the actual result is. Most
common actions taken by a customer are:

● Opening Outlook/Outlook Express

● Switching between profiles/identities

● Send/Receive operation

● Accessing a tool bar

Before automatically moving to creating a new profile, we must look at determining the
source of the corruption. To do this, use the linear/logical method of breaking down the
problem to the source by asking the customer the actions they are taking when the
message appears. By understanding the customer’s action/error message, an action
can be taken with the least amount of steps.
 Identifying Identity Corruption in Microsoft® Outlook Express

When loading Microsoft® Outlook Express, there are no user-defined data files that are
loaded as in Microsoft® Outlook. Microsoft® Outlook Express loads the message store, the
address book, and loads into memory various dll files associated with the program.

The major difference between Microsoft® Outlook and Microsoft® Outlook Express is that
all the user defined preferences are stored within the registry. These would include set
options as:

 Safe Attachments

 Mail Preferences

 Views preferences

All of these settings are stored within the following branch within the registry:

HKEY_Current_User\Identities\<User Guid>

When trying to determine if the error message is related to a file vs. registry corruption,
we need to follow another linear/logical approach to the startup error message:

1. What is the action of the customer?

2. Is there an error message produced?

3. Does the error message reference a specific data file?

The most common forms of profile corruption for Microsoft® Outlook Express include the
inability to start the program (hang) or the inability to switch between user defined
Identities.

By creating a new identity with a new email account – we can quickly determine if the issue
is identity related or data file related. Testing basic functionality between each major step
will help narrow down and identity commonalities for the specific issue at hand.

Try This:
1) Open Microsoft® Outlook Express.

2) Click on tools | options | maintenance | store folder

3) Copy the path and close out of Microsoft® Outlook Express

4) Click on start | run

5) Paste the path to the message store in the run command line and click on ok.

6) Right click the file “Folders.DBX” and select properties.

 7) Check the “read-only” attribute and click on OK.

8) Open Microsoft® Outlook Express.

When opening Microsoft® Outlook Express, the user will receive 2 error messages in
succession:

And:

Although Microsoft® Outlook Express is installed correctly; this is a common case of

identity corruption with Outlook Express. If there are multiple identities configured, and
only 1 of the folders.dbx file is corrupt, only the identity with this corrupt file will generate
this error message.

Identifying Data File Corruption in Microsoft® Outlook Express

Much like Microsoft® Outlook, we can gauge corruption behavior based on the error
message or behavior the customer will receive when trying to execute specific functions
such as send/receive or startup up the program.

Troubleshooting corruption in Microsoft® Outlook Express is much different than Microsoft®

Outlook, as the architecture of data file management is vastly different. Microsoft® Outlook
Express uses the *.dbx file architecture. Each folder within Microsoft® Outlook Express has
its own associated *.dbx file which is a vast change to Microsoft® Outlook where all the
data is stored in one *.pst file.

With Outlook Express there are identified corruption error messages, and some that require
a linear/logical approach to identifying corruption.

Documented (Error message) Non-Documented (No error message)

Messages Stuck in outbox during send/receive

MSOE.dll failed to initialize
resulting in a time out error.
 Documented (Error message) Non-Documented (No error message)

(corrupt <profilename.wab>) (corrupt Outbox.dbx)

MSIMN.exe has generated errors No messages received during send/receive

(corrupt folders.dbx file) (corrupt Inbox.dbx file)

“The message could not be sent – Outlook Express hangs when opening a specific mail
An error has occurred” message.
(corrupt folders.dbx file) (Corrupt message in <folder name>.dbx file.

In each of these instances, we will notice that a specific .dbx file is the root cause of the
behavior/error message.

During startup of Outlook Express, a check is done to make sure that the default .dbx files
associated with the profiles are in place. These default files are:

 Inbox.dbx

 Outbox.dbx

 Drafts.dbx

 Sent items.dbx

 Deleted items.dbx

 Folders.dbx

Note: The purpose of folders.dbx is to keep track of all *.dbx files associated within an
identity. It does not hold any type of mail item(s) within this file.

If these files do not exists during startup (referenced in Folders.dbx), a blank new file is
created. This is an important step of troubleshooting corruption within Outlook Express, as
renaming the extension of the suspect *.dbx file and restarting Outlook Express will
ultimately create a new file without losing the customer data. It also provides for a quick
method of testing to rule out corruption as the root cause of the issue.
Note: You will notice in the image above that a corrupt inbox.dbx was renamed, and on
the subsequent launch – a new file has taken its place.

There are 3rd party utilities designed at recovering lost/corrupt Outlook Express data.
However Microsoft® does not support use of these products. Customers can use these at
their own risk.
Steps to Try for Resolving Corrupt Identities and Corrupt Data
The following list of topics should be used in the attempt of resolving corrupt identities or
corrupt data (.dbx files) in Outlook Express. It is a good idea to try each topic’s list of
steps in the same order they are documented here for you. They are listed in the order of
least invasive to most invasive troubleshooting and resolution steps.

Restart the Computer

Restarting the computer can resolve several problems customers may encounter in
Outlook Express that exhibits the behavior of corrupt identities or data. These problems
can be the result of files not closed properly, memory corruption or leakage via the PC
itself or system file damage.

Ensure that the customer saves any work in their other opened applications and close
them before restarting the computer. If restarting the computer does not help to resolve
the customer’s corruption issue proceed to the next topic of steps.

Delete the Temporary Internet Files

When displaying messages in Outlook Express, either in a message window or in the

Preview pane, a temporary file is created by Outlook Express to help it display the
contents of the message. Each temporary file is stored in the Temporary Internet Files
folder which is used by Internet Explorer. One or more of these files may become
damaged and can cause Outlook Express to behave strangely when displaying messages.
Deleting the Temporary Internet files is just that – temporary – therefore, deleting them
will bear no harm on the customer’s computer or their actual files and messages in
Outlook Express. To delete the Temporary Internet Files follow the proceeding steps:

1. In Internet Explorer, click Internet Options on the Tools menu.

2. In the Temporary Internet files panel, click Delete files.

3. In the pop-up alert window, select the Remove all offline files check box, and then
click OK

Note: If you do not select the check box, the temporary files used by Outlook Express
will not be removed.
If deleting the Temporary Internet files does not help to resolve the customer’s corruption
issue proceed to the next topic of steps.

Compact All Folders

Customers should compact their folders in Outlook Express periodically in order to maintain
proper function of the product. Each time a message is deleted or moved, the space that
the message once used still remains in the same location of the folder. For example, if a
customer delete a message from their Inbox this message now physically appears in their
Delete Items folder (until they delete all messages from there) but a memory of that
message is still taking up space in the Inbox, creating a “hole” in the customer’s Inbox.dbx
folder. Compacting the folders will remove these holes and keep Outlook Express
functioning properly and reduces the risk of losing saved messages. Compacting all folders
also updates the master index, folders.dbx, which keeps a list of all the folders created and
used in Outlook Express. There are no messages or other data in this .dbx other than the
master list of all folders in Outlook Express, but without this file or corruption of this file
Outlook Express can do nothing. So, manipulation of this file is cautioned. A common error
message associated with the need to compact all (or a specific) folder when trying to open a
damaged folder is:

“MSIMN caused an exception C0000006h in module Directdb.dll. The message

could not be sent. There is not enough Disk space.”

To compact all folders in Outlook Express follow the below steps:

1. In Outlook Express, click Work Offline on the File menu so that no new messages
will be arriving.
2. In the Folder List, click on Outlook Express so that no e-mail or news folder is
open.

3. Close the Folder List by clicking the x in the upper right-hand corner of the list
panel. Alternatively you can click Layout on the View menu, and then clear the
Folder List check box.

4. On the File menu, point to Folder, and then click Compact All Folders. Do not use
your computer until the process is complete, which might take several minutes.

Note: If an error occurs, close Outlook Express, re-open it, and begin the process again
from the top. If the same error occurs again, close Outlook Express, restart your
computer (or log off and then log on again), open Outlook Express and then begin the
whole process again.

Note: During the compacting procedure do not try to use the computer for anything
until this process is complete.

If compacting all the folders does not resolve the corruption issue your customer faces
then proceed to the next set of steps.

Note: Compacting is discussed in more detail later in this training course.

Create a new DBX File

If you suspect that the Inbox, Sent Items, Drafts, or another specific folder in Outlook
Express are corrupted based on an error message or strange behavior of that folder then
creating a new DBX file for that folder may resolve the issues. A sign that either the
Sent Items or Outbox folders are corrupted includes Outlook Express crashing and/or an
error message of:

“Unknown error has occurred. Protocol: SMT: Port: 0 Secure: No [SSL] Error:
0x800c0131”

If the Inbox is corrupt, Outlook Express may still start by creating a new DBX file named
Inbox(1).dbx. In either of these cases compacting the folders, or all folders, should
resolve the issue in most cases and if it doesn’t then creating a new DBX for the
suspected folder is warranted.

To create a new DBX file, follow the steps below:

1. If possible, drag all messages in the non-working folder into another folder you
create just for this purpose. You can create a folder by pointing to Folder on the File
menu, and then clicking New folder (or by pressing Ctrl+Shift-E)

2. Close Outlook Express

3. Open your Store Folder in Windows Explorer

To find your store folder:

a. In Outlook Express, click Options on the Tools menu

b. Click the Maintenance tab

c. Click the Store folder button

d. Press the TAB key to highlight the Store Folder path

e. Press CTRL+C to copy the path to the clipboard

f. Click OK, then again OK to close the Options panel

g. Click Start, and then click Run

h. Press CTRL+V to paste the path into the command line

i. Click OK

j. If you do not see any files in the folder that opens, click Folder Options on
the Tools menu, click the View tab, and then click “Show hidden files and
folders” and click OK
 4. Delete (or rename) the DBX file associated with the non-working folder. For
example, “Sent Items.dbx” or “Deleted Items.dbx” or Drafts.dbx”. Since these are
default folders, new DBX files will be created automatically for these folders.

5. If you were successful at Step 1 above, now move those items into your new folder

If the Folders.dbx file is corrupt one of the following error messages will present itself
when trying to launch Outlook Express or crash it:

1. MSIMN caused an invalid page fault in module Msoe.dll

2. MSIMN caused an invalid page fault in module Msoe.dll at address

3. Outlook Express could not be started. It may not be installed correctly. Make
sure that your disk is not full or that you are not out of memory. Contact
Microsoft support for further assistance. (0x800c02e)

4. Outlook Express could not be started because Msoe.dll could not be initialized.
Outlook Express may not be installed correctly.

If you find yourself in the situation where the Folders.dbx is corrupt, deletion of the file
from the Store Folder is needed. Outlook Express will start and create a new Folders.dbx
by re-indexing all DBX files it finds in the Store Folder, however there is some work that
must be done in order to replace the information lost. The work involved after creating a
new Folders.dbx is as follows:

1. Re-create your mail folder hierarchy by dragging folders into place in the Folder list.
Note that any folder you have created to group sub-folders but that does not itself
contain any messages will not appear in the Folder list and so must be created again
2. Re-download the list of newsgroups from each news account

3. Reset your subscribed newsgroups and download messages again

4. Reset synchronization options on IMAP and newsgroup folders

5. Edit any message rule that moves or copies messages to folders other than the Inbox

Reregister Outlook Express

Windows registry entries can become damaged or missing which can prevent Outlook
Express from being recognized as the default e-mail client. This can cause Outlook
Express to not behave properly when replying to newsgroup messages or even clicking
on an e-mail link on a Web page which exhibits the same attributes of a corrupt identity
or data.

To reregister Outlook Express follow the steps below:

1. Click Start, and then click Run.

2. In the Open box, type msimn /reg, and then click OK.

3. In Internet Explorer click Options on the Tools menu.

4. Click the Programs tab and select Outlook Express as the default e-mail client and
as the default news client. You can change those later if you wish.

If reregistering Outlook Express does not resolve the corruption issue your customer
faces then proceed to the next set of steps.

Reregister Libraries

Dynamic Link Libraries (DLLs) are files that contain functions that may be shared by
other programs, such as recognizing hyperlinks, displaying rich content, and so forth.
These specific DLLs are used by Outlook Express and can cause glitches in the visual
display if they are damaged, which may be perceived as corrupt data. Reregistering a
DLL using regsvr32 is similar to reinstalling those functions and thus makes sure they are
installed and working correctly.

To reregister the DLLs associated with Outlook Express follow the steps below:

1. Click Start, and then click Run

2. In the Open box, type regsvr32 urlmon.doo, and then click OK

3. Repeat step 1 for each of the following commands:

a. Regsvr32 mshtml.dll

b. Regsvr32 shdocv2.dll

c. Regsvr32 browseui.dll
 d. Regsvr32 msjava.dll

If reregistering the Outlook Express DLLs does not resolve the corruption issue your
customer faces then proceed to the next set of steps.

Create a New Identity

Creating a new identity in Outlook Express will create a new message store folder along
with all new registry keys.

To create a new identity, follow the steps below:

1. Export your e-mail and news accounts in Outlook Express so that you can import
them into a new Identity.

a. Click Accounts on the Outlook Express Tools menu

b. Click the Mail tab and select the default account

c. Click the Export button and select a location for the exported file. Make sure
the extension remains “iaf” (for Internet account file).

d. Repeat steps 1.b and 1.c for all accounts

e. Click the News tab and repeat steps 1.c and 1.d for all accounts

f. After all mail and news accounts have been exported, click Close.

2. On the File menu, click Identities, and then click Add New Identity

3. Type a name for the new Identity, and then click OK

4. Click Yes to switch to the new Identity

5. Click Cancel to close the New Account wizard. If you are prompted to import
settings or messages, select “Do not import at this time” or Cancel
6. Click Accounts on the Tools menu

7. Click the Import button and select the first *.iaf file from step 1. Repeat until all
accounts have been imported

8. Import the mail messages from your old Identity

a. On the File menu, click Import, and then click Messages

b. Select Microsoft Outlook Express 6 from the list of programs and then click
Next

c. Select the name of the Identity to import, and then click OK

If creating a new Identity does not resolve the corruption issue your customer faces,
then proceed to the next set of steps.

Try This

Using the steps above, try to create a new Identity in your Outlook Express. If you have
messages in your existing Identity you may choose to import your data into your new
identity but it is not necessary.
Lab – Troubleshooting Data File Corruption

Objectives
After completing this lab, you will be able to:

 Identify what type of corruption customers may have

 Demonstrate how to employ different troubleshooting steps available
 Demonstrate all steps involved in troubleshooting and resolving corruption
issues

Lab Setup
To complete this lab, you need the following:
 A machine running Windows XP
 Outlook Express
 Visual KB

Scenario
A customer calls in to your support queue for Outlook Express and states that when she
tries to view messages in her Inbox Outlook Express shuts down. Sometimes she receives
an error message that contains an “unknown” error but it is not consistent. What steps
would you use to troubleshoot to resolve this customer’s issue?

You should use all tools, resources, and content available to you to help with this exercise.

Estimated time to complete this lab: 30 minutes

Tasks Detailed Steps

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Lab – Troubleshooting Data File Corruption

Objectives
After completing this lab, you will be able to:

 Identify what type of corruption customers may have

 Demonstrate how to employ different troubleshooting steps available
 Demonstrate all steps involved in troubleshooting and resolving corruption
issues

Lab Setup
To complete this lab, you need the following:
 A machine running Windows XP
 Outlook Express
 Visual KB

Scenario
A customer calls in to your support queue for Outlook Express and states that when he
tries to send a message it never gets sent. What steps would you use to troubleshoot to
resolve this customer’s issue?

You should use all tools, resources, and content available to you to help with this exercise.

Estimated time to complete this lab: 30 minutes

Tasks Detailed Steps

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Data File Management
The information in this section applies to:

● Microsoft® Outlook Express

Working with Microsoft® Outlook Express Data Files (*.dbx)

As mentioned previously in <insert module name>, Microsoft® Outlook Express file

management operates vastly different than Microsoft® Outlook. Microsoft® Outlook
Express associates a separate file for each folder displayed within the Outlook Express GUI
instead of all within one file.

Finding the Message Store

The Outlook Express message store can be found via the Outlook Express interface via tools
| options | maintenance. In this window, clicking on the button Store Folder will show the
storage location within the file system.
 Default Storage Locations:

Windows 2000/XP - C:\Documents and Settings\<user>\Local Settings\Application

Data\Identities\<guid>\Microsoft\Outlook Express.

Win9x - c:\windows\application data\identities\<guid>\Microsoft\Outlook express

Understanding the differences in operating systems is one common issue that we see with
the upgrade Win9x to Win 2000/XP. When the upgrade occurs, the mail remains in the
win9x directory; however Outlook Express will default to the new directory associated with
Windows XP. This historically has been a high volume call generator as customers opening
Outlook Express for the 1st time would only find the welcome message and assume their
mail was missing.

Controlling File Size

Microsoft® Outlook Express has a practical limit of 2GB per *.dbx file. One practical way to
control the folder size is to compact the message store. Compacting the message store will
reclaim wasted space for all Outlook Express *.dbx files. This feature is accessible under
tools | options | maintenance | Clean Up Now.
Local File Clean up Options
 Compact – When a message is deleted from a *.dbx file, there is still a record of the
message within the .dbx file. Each of these records will use some of the 2BG limit of
the *.dbx file. Compacting the *.dbx file will reclaim this used space.

 Remove Messages – This option will remove all the bodies of the messages that have
been downloaded – but not the header information

 Delete – This will delete all headers and message bodies of locally cached messages
in the message store.

 Reset – This will delete all headers that are cached locally. This will also reset the
folders so that the headers will be re-downloaded.

Note: As discussed in <insert module>, using message rules can help keep the size of
these files low, by moving messages across multiple folders.

Copy Mail Files to a Backup Folder

To make a backup copy of your Outlook Express e-mail message files:

1. On the Tools menu, click Options .

2. On the Maintenance tab, click Store Folder .
3. Select the folder location, and then press CTRL+C to copy the location.
4. Click Cancel , and then click Cancel again to close the dialog box.
5. Click Start , and then click Run .
6. In the Open box, press CTRL+V, and then click OK .
7. On the Edit menu, click Select All .
8. On the Edit menu, click Copy , and then close the window.
9. Right-click any empty space on your desktop, click New , and then click Folder .
10. Type mail backup for the folder name, and then press ENTER.
11. Double-click the Mail Backup folder to open it.
12. On the Edit menu, click Paste .
13. Close the Mail Backup window.
Export the Address Book to a File
NOTE : This step is very important when multiple Identities are in use. A .WAB (Windows
Address Book) file is used by Outlook Express 5.x and 6.0 versions, even if multiple
Identities are used. The individual data for each Identity is stored in a folder, by user name,
within the .WAB file in use.

Exporting this data, while logged in to a specific Identity, is the only means of segregating
the Address Book data. If the .WAB file becomes dissociated from the user Identities, the
data can only be exported in total - not folder by folder.

Another reason to export the .WAB file to a .csv file is that if the .WAB file is shared with
Microsoft® Outlook, the addresses are stored in the *.pst file in Outlook. When you export
the file from the Outlook Express File menu to a *.csv file it exports the correct contacts. If
the Address Book is shared with Microsoft® Outlook, you are not able to export from within
the Address Book on the File menu. This option is dimmed or not available.

To export your Outlook Express address book:

1. On the File menu, click Export , and then click Address Book .
2. Click Text File (Comma Separated Values) , and then click Export .
3. Click Browse .
4. Locate the Mail Backup folder that you created.
5. In the File Name box, type address book backup , and then click Save .
6. Click Next .
7. Click to select the check boxes for the fields that you want to export, and then click
Finish .
8. Click OK and then click Close .

Export the Mail Account to a File

To make a backup copy of your Outlook Express mail account:

1. On the Tools menu, click Accounts .

2. On the Mail tab, click the mail account that you want to export, and then click
Export .
3. In the Save In box, locate the Mail Backup folder on your desktop, and then click
Save .
4. Repeat these steps for each mail account that you want to export.
5. Click Close .

Export the Newsgroup Account to a File

To make a backup copy of your Outlook Express news accounts:

1. On the Tools menu, click Accounts .

2. On the News tab, click the news account that you want to export, and then click
Export .
3. In the Save In box, use locate the Mail Backup folder on your desktop, and then
click Save .
4. Repeat these steps for each news account that you want to export.
 5. Click Close .

Importing Outlook Express data

To restore data, you may need to re-create the Identities for each user, prior to using the
following steps. Repeat each step, as needed, for each Identity.
Import Messages from the Backup Folder
To import your Outlook Express e-mail messages from the Backup folder:

1. On the File menu, point to Import , and then click Messages .

2. In the Select an e-mail program to import from box, click Microsoft® Outlook
Express 5 or Microsoft® Outlook Express 6 , and then click Next .
3. Click Import mail from an OE5 store directory or Import mail from an OE6 store
directory, and then click OK .
4. Click Browse , and then click on the Mail Backup folder on your desktop.
5. Click OK , and then click Next .
6. Click All folders , click Next , and then click Finish .

Import the Address Book File

To import your Outlook Express address book:

1. On the File menu, click Import , and then click Other Address Book .
2. Click Text File (Comma Separated Values) , and then click Import .
3. Click Browse .
4. Locate the Mail Backup folder on your desktop, click the address book Backup.csv
file, and then click Open .
5. Click Next , and then click Finish .
6. Click OK , and then click Close .

Import the Mail Account File

To import your Outlook Express mail account file:

1. On the Tools menu, click Accounts .

2. On the Mail tab, click Import .
3. In the Look In box, locate the Mail Backup folder on your desktop.
4. Click the mail account that you want to import, and then click Open .
5. Repeat these steps for each mail account that you want to import.
6. Click Close.

Import the Newsgroup Account File

To import your Outlook Express news account file:

1. On the Tools menu, click Accounts .

2. On the News tab, click Import .
3. In the Look In box, locate the Mail Backup folder on your desktop.
4. Click the news account that you want to import, and then click Open .
 5. Repeat these steps for each news account that you want to import.
6. Click Close.

Review

1) Where are profiles stored within the Registry for Outlook Express?

a) Hkey_Current_User\Software\Microsoft\Outlook Express\Identities

b) Hkey_Current_User\Identities

c) Hkey_Local_Machine\Identities

d) Hkey_Local_Machine\Software\Microsoft\Outlook Express\Identities

A: Hkey_Current_User\Identities

2) Which are the core files created in an Outlook Express Identity?

a) Folders.dbx, Inbox.dbx, Outbox.dbx, Sent Items.dbx, Drafts.dbx, Deleted

Items.dbx

b) Views.dbx, Inbox.dbx, Outbox.dbx, Sent Items.dbx, Drafts.dbx, Deleted

Items.dbx

c) Folders.dbx, Inbox.dbx, Outbox.dbx, Sent Items.dbx, Drafts.dbx, Preferences.dbx

d) Preferences.dbx, Inbox.dbx, Outbox.dbx, Sent Items.dbx, Drafts.dbx, Deleted

Items.dbx

A: a) Folders.dbx, Inbox.dbx, Outbox.dbx, Sent Items.dbx, Drafts.dbx, Deleted

Items.dbx

3) Outlook comes with a corruption utility named “scanpst.exe” otherwise known as the
Inbox Repair Tool. Does Outlook Express come with such a utility?

A: No, Outlook Express does not come with a utility. The supported way is to re-
create the dbx file. 3rd party companies have created utilities for Outlook Express,
however they are not supported by Microsoft.

4) Name 2 scenarios that can be attributed to Data File Corruption in Microsoft® Outlook.

A: Abnormal program termination, Windows System crash, unexpected hangs

within the product, Problems within the actual file system.
Understanding Hotmail & MSN Integration with Outlook
The information in this section applies to:

 Microsoft® Outlook (2002 & 2003)

 Microsoft® Outlook 2003 for Subscription Services.

Understanding HTTP DAV (Direct Access Versioning)

HTTP DAV allows mail clients such as Outlook Express and Outlook to access web based
mail accounts. The client interprets the XML information provided by the site into mail
messages within the e-mail client.

September 29th, 2004 MSN / Hotmail modified HTTP DAV access on all free accounts:

 If the account was created after September 29th, 2004 it will not be HTTP DAV
compatible.
 If the account was created before September 29th, 2004 and the customer has
never previously utilized HTTP DAV with the account, it will not be HTTP DAV
compatible.
 If the account was created before September 29 th, 2004 and the customer has
previously utilized HTTP DAV with the account, it will be HTTP DAV capable and
should function normally.

Understanding the Outlook Live offering

Microsoft® Office Outlook Live is a new subscription service that includes Microsoft® Office
Outlook 2003 for Subscription Services (a slightly modified version of Microsoft® Outlook
2003), a 2GB E-mail account, Calendar, Contacts, Tasks, and Notes and the Outlook
Connector component that allows customers to access their account from within Outlook.
The service also offers integration between Microsoft® Exchange Server mail accounts and
Hotmail through the Outlook interface.

Note: Upon purchasing the Outlook Live subscription from MSN, users without Microsoft®
Outlook 2002 or greater have the choice to install Outlook 2003 for Subscription Services.
If 2002 is installed, the user will have the choice to upgrade to Outlook 2003, however
many features such as import/export are not available in Outlook Live.
Understanding the Outlook Connector for MSN

The Outlook Connector allows access to a web based Hotmail or MSN account from within
Outlook. Although this is similar to HTTP DAV, the Outlook Connector allows for much
greater functionality. It provides access to not only the mail account but Calendar, Contacts,
Tasks, and Notes as well.

To use the connector a customer must have Outlook 2002 or Outlook 2003. If they do not
have one of these versions they will need to subscribe to Microsoft® Office Outlook Live or
buy a stand alone version of Outlook or the full version of Office 2003.
Review

1) What version(s) of Outlook support the Outlook Connector for MSN?

a) Outlook 2002

b) Outlook 98

c) Outlook 2000

d) Outlook 2003

e) Outlook 97

A: 2002, 2003

2) What size mailbox does a user receive upon subscribing to the Outlook Live service?

a) 1GB

b) 2GB

c) 3GB

d) 4GB

A: 2GB

3) Can an Exchange account co-exist within the same profile as one configured to use the
Outlook Connector?

A: Yes.
Appendix – Content For Specific Errors

Outlook Express Error Codes

Error Code: 0x8004210(x)

 OE5.5/OE6: How to troubleshoot error messages that you receive when try to
send and receive e-mail in Outlook and in Outlook Express (813514)

 OE6: You receive time-out error 0x8004210a or 0x800ccc19 when you view a POP3
e-mail account with antivirus software installed (813518)

Error Code: 0x800CCC0E

 OE5.5: Error Message: The Connection to the Server Has Failed...Error

0x800CCC0E (302339)

Error Code: 0x800CCC0D

 OE6: You may receive an error when you perform a Send/Receive in Microsoft®
Outlook Express 6.0 (883294)

 OE6: You receive a “Connection Error: 0x800ccc19 – The connection to the Server
times out” error message when you send or receive e-mail (834365)

Outlook Live/Outlook Connector Issues

 You cannot copy or move a folder between an Exchange mailbox and a Hotmail
mailbox in Outlook (892447)

 A graphic or an object is missing from the body of a message that is sent from
Outlook 2003 (892458)

 The attendee list replication process when you move a meeting request from
Exchange to Hotmail or MSN in Outlook 2002 and Outlook 2003 (892453)

 Nothing happens when you try to propose a new time for a meeting or an
appointment in your Hotmail or MSN calendar in Outlook 2002 or in Outlook 2003
(892460)

 You cannot open a mail folder or access a calendar that belongs to another user
account if you are using the Office Outlook Connector in Outlook 2002 (892459)

 The Outlook Connector for MSN is not compatible with the Franklin Covey Plan Plus
program (892456)
  The Outlook Connector is not compatible with Nelson Email Organizer (892457)

 When you run Scanpst.exe to perform a repair of your .msnpst file in your e-mail
profile, your memory usage increases in Outlook 2002 and Outlook 2003 (892454)

 When you view a calendar in Outlook, the free or busy information may not appear
(889698)

 A meeting request is not canceled in your Hotmail or MSN calendar when you
delete the meeting in Outlook 2002 or in Outlook 2003 (892452)

 Reminders for items in your Hotmail or MSN calendar do not occur in Outlook 2002
or in Outlook 2003 (892461)

 You receive a "The messaging interface has returned an unknown error " error
message when you try to use Outlook to make a change to a recurring appointment
in the Calendar of your Hotmail account or of your MSN e-mail account (892450)

 You cannot access e-mail folders that are in non-primary MSN accounts or Hotmail
accounts (834460)

 The primary store changes when you add an Exchange account to an e-mail profile
with a Hotmail or an MSN account as the primary store (889693)

 The location of the Outlook Connector for MSN status bar changes when you restart
Outlook (889699)

 How to synchronize time zone settings between MSN Calendar and Microsoft®
Outlook after you install Office Outlook Connector for MSN (834458)

The Microsoft® Office Outlook Connector does not appear to connect, and it does not chronize your e-mail account
in Outlook (889697)