Types: Anti Virus and Firewall errors
Microsoft Knowledge Database: 813514
http://support.microsoft.com/default.aspx?scid=kb;en-us;813514&Product=o


0x800ccc0F is always a firewall or anti-virus program error, but the same can not be said for 0x800ccc0D. 0x800ccc0D can also mean that there is no present connection to the internet. When encountering a 0x800ccc0D, follow these steps:


1: Close Outlook Express
2: Complete ping test to the pop server
3: If the ping test fails, follow the steps for the ping errors.
4: If the ping completes, server is working.


If the customer still does not accept that the problem is with the Microsoft Outlook Express Program, there are an additional 2 steps that can be taken.


5: Take the customer to webmail
6: Login to webmail


Explanation: 0x800ccc0D or 0x800ccc0F are known and defined issues by Microsoft reguarding the Microsoft Outlook Family of products. Microsoft defines these two error codes as interruptions caused by firewall or anti-virus products. The point of pinging the pop server is to ensure that there is indeed a connection to the server. As the ping test completed successfully, there is no interuption to the Cox Communications Server. The computer is making the connection successfully. At this point, as defined by Microsoft who made Microsoft Outlook Express, the problem is with a product that is either an Anti-Virus or Firewall. The point of logging into the Cox Webmail System is to ensure that account data is correct. As you were able to log in, we do know that your Cox Account is working on the Cox Communications side. From this point, as defined by Microsoft, the problem is a 3rd party software program that is actively blocking or interferring with Microsoft's own product. Cox Communications must refer you to Microsoft or the Anti-Virus or Firewall vendor to obtain a fix for the malfunctioning products.


For Reference : Fixing the problem is as simple as
In the case of 0x800ccc0F turning the Firewall or Anti-Virus off, however, will not work as this problem is caused at the service level and not the application level

For more information on services and applications

Type : SSL error
Microsoft Knowledge Database :: No Entry defined

0x800ccc0E is one of the most difficult errors to address with Microsoft Outlook products. The problem appears to be caused by Outlook based products activating SSL (secure socket layer) encryption during connection. Sometimes it might be that the error is caused due to 3rd party programs such as anti-virus programs and firewalls, so it's a complex problem to solve.


The quick solution to a 0x800ccc0E is:

1: Restart Computer
2: Reset modem in Polaris or CM-Stats


If the customer is running through a router that is unsupported, you can ask them to powercycle the router. If they are running through a supported router, tell them to powercycle the router.

Most of the time the powercycle will solve a 0x800ccc0E, but not always. In the case the error still occurs, verify the connection settings. Make sure the pop and smtp servers are correct. Also check the port numbers.

To check the port numbers:

1: Open up Outlook Express
2: click on tools
3: click on accounts.
4: Make sure the selected tab is mail
5: Make sure that the customer has selected the email account they are trying to check
6: Hit the button that says properties
7: Click on the tab that says advanced
8: The incoming port # should be listed as 110
9: The outgoing port # should be listed as 25

If these server settings are correct, go ahead and hit OK.

From this point, if the customer is still getting 0x800ccc0E, you can try to rebuild the account in outlook express.

To rebuild an account:

1: Click on tools
2: Click on accounts
3: Make sure the selected tab is mail
4: Select the email account
5: Hit the button that says Remove
6: Confirm removal
7: Hit the button that says add
8: Walk the customer through creating the email account

Once the account has been rebuilt, try to send and recieve. If the customer STILL recieves 0x800ccc0E, that is it for the trouble shooting that can be done for Cox. At this point, refer the customer to either Microsoft or the Computer Vendor for an issue with the Outlook Express program. At the same time, you may wish to have them login to the webmail site in order to show that there is nothing wrong with the account itself.


Explanation: Cox Communications is not a software provider and does not actually make Microsoft Outlook Express. Microsoft has issued Cox Communications a license that allows Cox Communications to troubleshoot certain portions of the Microsoft Outlook Express program. Unfortunantly the issue that is being experienced here falls outside of the boundries that Microsoft has placed upon Cox Communications. We have verified that all of the server settings are correct and we have also rebuilt the email account in Outlook Express itself. As the error continues to prevent operation we do know that there is another program or application on the computer that is causing the error. Determing what that program or application is goes beyond the restrictions placed upon Cox Communications. All we can do is refer you to an authorized representative of Microsoft who can determine what program or application is causing this problem, or determine if Microsoft Outlook Express itself is corrupted.


For Reference : I am not exactly sure what causes the error or why. And given that Thunderbird and Opera are both completely free now, this is an error that I'm not going to try to track down and find out what causes it. It just isn't worth the time with better products available.

Type: Corrupted password or corrupted account
Microsoft Knowledge Database :: No Entry defined

Most of the time a 0x800ccc90 error call will start with a customer asking for their password, normally stating that Outlook express is asking for their password and :

1: they do not remember it

In many of these cases the customer is probably just calling in because they had to reinstall windows or they did something with outlook express and just need the password. Also make sure to check the account settings.

2: they remember what the password is and that password is being rejected

One of the subroutines in Outlook Express is an application that is supposed to ask for the password every so often even if the password is saved. The intent is to insure that the person checking the email is authorized to check the email. However, the implementation of this check is unknown. Some people can use Outlook Express for years and never be asked the password. Others will be asked within days of each successful password input. The 0x800ccc90 error is believed to be caused by data corruption with this system.

Most of the time the problem can be solved by simply resetting the password in Icoms and typing the new password into the password box of Outlook express. When resetting the password does NOT work, chances are there is a 0x800ccc90 error on hand.

Troubleshooting 0x800ccc90 is complex as Microsoft does not define the error, nor offer any suggestions on how to repair the error. Another difference is that Outlook Express does not pop up an error box by default, but that the error box needs to be forced into displaying.

To obtain the error:

1: If outlook express rejects the password
2: Hit cancel on the login box
3: The error window will pop up
4: Verify that the error number is 0x800ccc90

There should actually be two errors, 0x800ccc90, and 0x800ccc92. Both of these errors mean the same thing, the password is corrupted.

To start fixing the problem:

1: Close or hide the error
2: Go up and click on tools
3: then click on accounts
4: Click on the tab that says mail
5: Verify that the correct mail account is selected
6: Hit the button that says properties
7: Click on the tab that says servers
8: Uncheck remember password
9: Hit apply
10: Hit okay
11: Close outlook express
12: restart the computer
13: While the computer is restarting, change the password in Icoms to a new password
13: When the computer finishes restarting open Outlook Express back up
14: It should now ask for the password
15: Type in the newly set password

Wether or not Outlook Express rejects the new password, troubleshooting is finished at Outlook Express itself. From this point direct the customer to webmail and make sure they can access the webmail system. Also, attempt to access webmail from your workstation with the reset password.

If both of you can access the webmail system go ahead and direct the customer to Microsoft.




If both of you are unable to get to access the email account through the webmail system, troubleshooting is not yet over.



Sometimes there are problems that just can't be solved at the Tier 1 level, and the Outlook Express Error 0x800ccc90 is one of the few errors that can be caused by an error in the Cox Communications Database. If you aren't sure about it, get a coach over.

Type: Anti-Virus | Firewall error
Microsoft Knowledge Database: 813518
http://support.microsoft.com/default.aspx?scid=kb;en-us;813518&Product=o

While 0x800ccc19 is typically seen on Outlook Expres, the 0x800421* series of errors is almost exclusively seen on Microsoft Office Outlook. If you have a customer on the line with a 0x800421* error they are using an unsupported mail client. Anyways, the error itself is unsupported, as the problem is most certainly caused by a firewall or anti-virus program on the computer. Unfortunantly there is nothing that can be done to fix this problem at the Cox Tier 1 or Tier 2 levels. Should a person call in with these errors, promptly refer to the Anti-Virus or Firewall vender.

There is no question here that this is a Firewall or Anti-Virus Error. Don't take time to attempt to troubleshoot.

For reference: Fixing this problem outside of Cox Communications merely involves correctly configuring the firewall or anti-virus products to allow msimn.exe or outlook program access to the internet. You may also have to make sure that the firewall and anti-virus are not affecting ports 25 and ports 110. Turning off the firewall or anti-virus typically won't work as the problem is caused at the service level of the computer, not the application level.

For more information on services and applications

Type: Port 25 error / Rejected Email
Microsoft Knowledge Database :: No Entry defined

Like most Outlook Express errors, 0x800ccc79 will be obnoxious about showing up, but like the other errors it has it's own complications. A typical 0x800ccc79 error will be encountered with customers who

1: Are trying to send their email from a non cox location.
2: Tried to set up Outlook Express on their own

0x800ccc79 indicates problems with the Simple Mail Transport Protocol (SMTP) server. Most of the time the error indicates that the outgoing server is incorrect, but it can also indicate other invalid settings. In the case of the first problem, the user needs to obtain the outgoing server of the Internet Service Provider that they are using. If they are on a Cox Serviced Connection then the second potential problem is probably going to be that the outgoing server itself is incorrectly entered.

To check the server address:

1: Click on tools
2: Click on accounts
3: Click on Mail
4: Click on Properties
5: Click on Servers
6: verify outgoing mail server


0x800ccc79 error can also be caused by an invalid port number assignment. Cox Communications requires that the outgoing port number is set to 25.

To Check the Outgoing port number

1: Click on tools
2: Click on accounts
3: Click on Mail
4: Click on Properties
5: Click on Advanced
6: Verify that the outgoing port # is 25


Another set of problems that can cause a 0x800ccc79 is the reciepient rejected by server error. This error is typically caused by two different problems. The first problem is that the customer accidentially typed the wrong email address into the send bar. In order to fix this problem:

1: Click on outbox on the left hand side
2: Delete all the items in the outbox.
3: Try to send a new message.

The second problem is that the email itself is invalid in the account settings. To check this item:

1: Click on tools
2: Click on accounts
3: Click on Mail
4: Click on Properties
5: Verify email address is correct.

If all these settings are found to be correct and the customer is still unable to send mail out, ping the smtp server in the dos box.


It actually doesn't really matter whether or not the ping test fails or succeeds here, fixing Outlook Express itself from this point is a task outside of Tier 1 and Tier 2 boundries.


Explanation: Cox Communications is not a software provider and does not actually make Microsoft Outlook Express. Microsoft has issued Cox Communications a license that allows Cox Communications to troubleshoot certain portions of the Microsoft Outlook Express program. Unfortunantly the issue that is being experienced here falls outside of the boundries that Microsoft has placed upon Cox Communications. We have verified that all of our settings pertaining to sending mail are set to the Cox Standard. If the Mail Client, in this case Outlook Express, still fails to send mail out, then there is an external program that is causing this problem. As evidenced by the ping request we did in the DOS box the computer itself is able to contact the outgoing server without any problem. What this tells us is that the problem in sending mail is either in the Microsoft Outlook Express Program or in a 3rd party program installed on the computer. In either case, this is now outside of the boundries that Microsoft has placed on Cox and all we can do is refer you to an authorized representative of Microsoft in order to address the problem.


For Reference, all Microsoft is probably going to do is have the Customer completely uninstall any firewall or anti-virus software that is installed. Microsoft will probably also have the customer completely rebuild the account in outlook express. If push comes to shove, this can be addressed by repairing the IE program with the sfc commands.