Outlook won't send message

[jscottd]

I've got a user on W98SE with outlook 2k. He is connected to our network via a wireless NIC. He has a message in the outbox that won't send. No error is returned, the message just stays in the outbox and won't send. I'm having him call to see if it sent without removing itself from the outbox.

I've checked all the settings for the server and the numbers for DNS etc., and everyting there is OK. He can recieve OK. Some messages go and some don't. This particular one obviously won't.

Any ideas?

 

[dslqueen]

who is your isp? does their outgoing mail server require authentication? if so...is this persons mail set up that way...?

also...if connected to a network....is it by a router? what are the MTU settings? for the router and also for your ISP network? how big is the message?

is there a way for him to access this same email from a web page and try sending it there to rule out a problem with the email client? *ducks and hides* "don't shoot me i'm only the messenger!"

 

[jscottd]

We have our own email server(Linux-based). People connect via the web and use authentication. Everyone uses Outlook 2K or Express. We have a small LinkSys router between 'us' and the 'outside.' We are using a DSL line.

He is on our LAN connecting via a wirelss NIC.

I'm not sure what you mean by 'MTU settings.'

We don'thave a webpage setup for the users to check their email.

 

[dslqueen]

jscottd,

mtu settings refers to the size of the packets of data you can squeeze thru various parts of the network...the Linksys will have its own mtu setting and should match that of your dsl provider.

i work for a dsl provider who's mtu setting is at 1492, so with our customer's on a linksys router, we would go to the router configuration page and to the advanced tab for the linksys setup and at the very bottom there is something called MTU. it should be enabled and set to the correct number, not just 0.

otherwise with long messages and attachments you will get a bottleneck affect and you will be able to receive but not send thru the router.

my first instinct is that its the mtu setting...if you could tell me your isp i may be able to further clarify...

secondly if i understand....you want to receive thru YOUR email server but you want to send using your ISP dsl connection....so if that is true and your ISP requires authentication on the outgoing messages...then there are specific settings that must be entered into the email client to allow that to work. Its called SMTP authentication.

Most Linksys routers default to a setting of 1500 but show as 0 for the MTU settings....why don't you try setting the mtu to 1492 and applying it and then sending the message again? let me know more about what your isp is and what they require of you...basically i need to know who it is *ducks and hides* "don't shoot me i'm only the messenger!"

 

[jscottd]

Our ISP is a place called NetIn. We use a Verizon DSL line.

The router shows that MTU is diabled with a value of zero.

No one else here is haveing this problem. This one user will occasionally have a message that gets stuck. He said that it doesn't matter who he is sending it to. The size of the message itself is very small. Maybe your average sized paragraph. No attachments or anything fancy. Text only.

We don't authenticate through any servers but our own. Everyone has their own password and username that I can administer.

 

[dslqueen]

*whispers...i work for them (v i mean)*

go to tools and accounts in Outlook...and highlight the account in question and then click properties...i need to know a few things in order to help you

1. what is the domain of the email address he is using to send
2. if different than verizon...then what is the incoming mail server name for that domain
3. do you know the correct userid and pwd for that email account
4. do you know the vze userid and pwd for the verizon dsl account


with this information i can help you

also...in the router setting....change the mtu settings to enabled at 1492...as that is what the verizon network is at....this will prevent you from having issues with a possible error 421 with attachments in the future...

with the info i asked from you previously i can give you steps to rectify this problem

I'll be waiting *ducks and hides* "don't shoot me i'm only the messenger!"

 

[jscottd]

The domain for incoming and outgoing is mail.guinnsmith.com.

I do know the correct userid and password for the user in question.

I do not know the userid and password for the verizon account. We don't ever 'log in' to it. We keep it active 24/7.

I have just changed the MTU settings to your recommendation.

 

[dslqueen]

okay well thats the problem then...verizon requires you to authenticate for outgoing mail....so...you can receive no problem...

Heres what you need to do:

1. tools, accounts, highlight mail.guinnsmith.com and click properties
2. click on the servers tab and make sure that the incoming is mail.guinnsmith.com
3. the outgoing server needs to be outgoing.verizon.net
4. account name and password will be the user password for the mail.guinnsmith.com account
5. at the bottom you must skip the box for log on using secure password authentication (leave blank) and then check the box for "my server requires authentication"
6. click on the button for settings: you must put a bullet beside "Log on Using" and the user name and pwd that are in there MUST be the one for the verizon account...


***now...you will be able to get that id from the setup page in the router settings since it has to be in there in order to work...but if you don't know the password...you will need to get it reset by a tech support rep by calling 800 567 6789 opt 1 and 1...since you MUST have that setting in there for him to authenticate properly, i have no answer for you as to why it works sometimes and not others but i have seen it happen before and it will not be resolved until this setting is changed...

just let the rep know you need a pwd reset...don't mention anything else because i've already given you all the info you need....just remember when you reset the pwd you must update it in the router settings too or you will lose your connection...just go to the setup page and enter it in...apply the settings and click continue...close the browser and reopen...you should be fine


let me know how it goes *ducks and hides* "don't shoot me i'm only the messenger!"

 

[dslqueen]

*smiles* i apologize in advance for the hold times...lol...i'm not working today...but *shrugs* i guess i like to troubleshoot on my days off *grins*

*ducks and hides* "don't shoot me i'm only the messenger!"

 

[jscottd]

In the two or three years since I've worked here, we've always used mail.guinnsmith.com as incoming/outgoing servers, never with any problems. All our machines logon through our servers and always have.

Are you saying that I should be using the verizon email servers?

We have our own IP address, so I'm confused by your suggestion.

 

[dslqueen]

are you a static ip customer?


you see...the verizon servers recently changed....from mail.verizon.net and smtp.verizon.net to incoming.verizon.net and outgoing.verizon.net, to allow people to receive mail from another domain and send it from that domain using the verizon servers...thats why...i think its referred to as Right side verification? anyhow...the smtp authentication issue means that with your dsl...the data is still transferring over the verizon network.....so if that is the case then...those are what the settings need to be...

you can try it and see...there is always a possibility that i am misunderstanding what you are telling me...but i don't think so....if in doubt...call tech support and have them walk you thru trying it...you can always put it back...


just remember...if the verizon userid and pwd are in the router for the dsl service....then it must also be in the email client *ducks and hides* "don't shoot me i'm only the messenger!"

 

[jscottd]

I looked in the router settings and didn't see any passwords other than those for the router itself.

We are a static IP user our IP address is 216.109.165.30.

 

[dslqueen]

that is the ip address for your home page...are you a webhosting customer? do you have over 30 email addresses for the business?

that is not a static ip address for a regular business customer for verizon dsl...it would start with 141. or 151.



now i'm confused lol *ducks and hides* "don't shoot me i'm only the messenger!"

 

[dslqueen]

I see where this is going...is your dsl provided by verizon...if so...in which state...and who is your domain registered with...etc...

I'm trying to fully understand your situation here...


btw...did the mtu setting in the router help *ducks and hides* "don't shoot me i'm only the messenger!"

 

[jscottd]

I don't think we're using any Verizon service other than the connection to the internet. We do have more than 30 addresses.

All of our hosting services go through NetIn, I believe.

 

[dslqueen]

so you see your static ip is for your domain...for your home page...however for your internet connection...i'm not so sure anymore...it sounds as if it is being provided by NetIn...but anyhow....in this case i want to offer my sincere apologies...you are in a completely different business category than i thought you were....you will need to contact business support...for this issue...web hosting...etc....i don't know that number offhand...but they should be able to provide support for even that one user

i'm sorry jscottd...i sincerely thought i was going to be able to help you....but maybe these posts will help someone else...

i would call the support number if i were you....i'm not sure of the difference in rules for the type of service you have. *ducks and hides* "don't shoot me i'm only the messenger!"

 

[jscottd]

We are in Texas(that wonderful place, and I mean it

I wasn't in on the domain registration, but I have a feeling it went through the NetIn people.

The user already deleted and resent the message, so I won't know if the MTU setting helps unless this problem never apears again.

Thanks for your help, though.

 

[dslqueen]

Lol...i went to the site...saw texas and realized my error...so sorry...haha...well that was fun anyhow...now i know to stick to work where people call me *grins*

Hope everything works out... *ducks and hides* "don't shoot me i'm only the messenger!"