Type: Corrupted Email Message
Microsoft Knowledge Database :: No Entry Defined

A typical corrupted email call will begin with one of the two following situations

1: The caller continues to recieve the same messages over and over and over
2: The caller gets a few messages over and over and is presented with a time out error (typically 0x800ccc0D or 0x800ccc19).

What seperates this from the normal 0x800ccc0D or 0x800ccc19 errors is that some emails will actually be successfully downloaded to the computer and the customer will be able to view them. The solution to this problem is fairly simple.

1: Go to Webmail
2: Remove messages from webmail

It is possible to determine which message is corrupted by simply counting the number of messages the CU has recieved and counting back. Another easy ID tag on corrupted messages is that such messages are almost always spam.

Explanation: Outlook Express, like many other mail clients, has several mechanisms in place to check and validate incoming messages by using checksums. When downloading the mail message Outlook Express recieves a file stating how many messages are stored in the server and how large each of those messages are. What has happened is that one of those messages, which more than likely is spam, is reporting an invalid size. If you look in webmail you'll see that there is a message size printed out to the side which is based on the size that the message reports itself to be. If that reported size is different than the actual size of the mail message a timeout will occur. What will happen is this, lets say the message is 20k in size, but it reports itself as being 30k in size. When Outlook Express downloads the message it will recieve 20k and then continue to look for the missing parts of the file, which do not exist. If the message says it is only 5k large, but is actually 10k, Outlook Express will download the 5k, then try to figure out which message the additional 5k of file belongs too. Fixing this problem is as simple as deleting the corrupted email through the Cox Webmail system.

Type: Damaged Operating System
Microsoft Knowledge Database :: No Entry defined

msimn.exe is the actual exectutable file for the outlook express program.

kernel32.dll is the Driver Link Library File for the Windows Kernel.

If either one of them displays an error refer to Microsoft or to computer manufacturer. In short, the operating system itself is damaged.

Type: corrupted mail client
Microsoft Knowledge Database :: No Entry Defined

Sometimes a user will set up multiple identities on Outlook Express for multiple email address's. In some cases attempting to switch the identities will fail. Typically this problem would go to Microsoft or the Computer manufacturer, but there is a quick fix that might work.

1: Click on File
2: Click on Identities
3: Choose Manage Identities
4: Under Manage Identities there is an option to "Use this identity when starting the program"
5: Uncheck the "use this identity when starting the program"
6: Hit close
7: close Outlook Express
8: reboot the computer.


The user may also recieve a similar error when creating new emails for the first time. After creating an email in the Accounts, go ahead and reboot the computer before attempting to add a new identity in. Otherwise Outlook Express has a strong tendancy to hang up.

Type: Corrupted Mail Client
Microsoft Knoledge Database : No Entry Defined

Sometimes there will be callers who just can't get Outlook Express to actually open. This is not to be confused with another mail client that opens instead of Outlook Express, but when the customer clicks on the OE icon and nothing loads up. As in many other uncommon issues it would make sense to contact the people who wrote the program first, in this case Microsoft, but some customers just want to call Cox. In these cases try to open up Outlook Express from the run box.

1: Click on start
2: Click on run
3: Type in msimn
4: Hit Ok

Wether or not Outlook Express actually opens up, still refer the customer to Microsoft.

Explanation: Cox Communications is not a software developer and does not actually make any programs or applications. Rather Cox Communications allows you to use whatever programs you want to use and does not place any restrictions on what is used. However, there are some limits placed on what Cox Communications can support over the phone. Microsoft has licensed Cox Communications to troubleshoot certain issues relating to the settings of Microsoft's free email client, Microsoft Outlook Express. Problems such as Microsoft Outlook Express not opening at all are not covered in the license provided to Cox Communications. As such all Cox Communications can do is refer you to the writer of the program, in this case Microsoft, who is able to answer the question as to why the program will not load as you would normally expect.


For reference, this is one error that I refuse to show how to fix on purpose. Honestly, using Outlook Express in this day and age when both Opera and Thunderbird are completley free?

Type: Outlook Express Program Error
Microsoft Knowledge Database :: undefined and 329570
http://support.microsoft.com/default.aspx?scid=kb;en-us;329570

The problem with Outlook Express not opening attachements is two fold as there are three distinct problems that can cause these kinds of errors. 2 of them Cox Communications technicians can do nothing about. In these cases there is a known issue under Microsoft Knowledge Database #329570 that involves Windows XP Service Pack One. The problem was also duplicated in Windows Xp Service Pack 2. Both of these errors can happen at any time, but are normally caused by allowing Microsoft Windows Update to run in the automatic mode.

An undefined error, or rather, undefined operation of Outlook Express can also remove the ability to open attachments. The operation is found in the Outlook Express Security which will block access to unsafe attachments. This can quickly be checked and fixed.

1: Click on Tools
2: Click on Options
3: Click on Security
4: Under security there should be an option that states
Do not allow attachements to be saved or opened that could potentially be a virus.
5: If that line is checked, uncheck it.

From this point the user should be able to open attachments. If they are still unable to open attachements, then they have run afoul of the known issues with WindowsXP SP1 and WindowsXP SP2. From this point they will need to recover the operating system to an earlier date, before either service pack was installed.

Please be aware that recovering from Windows Xp Service Pack 2 will involve a complete re-installation of the windows operating system. Please refer customer to system vendor or Microsoft first.

Type: Outlook Express Program Configuration
Microsoft Knowledge Database :: No Error Defined

There is a saying that just because you can do something, does not mean you should. Much of the functions of Outlook Express fall under a similiar regulation. Just because its there doesn't mean that a customer wants to or needs to use it. The additional accounts function is one of these items. Keep in mind that programs based on Internet Explorer have a strong tendancy to corrupt stored data. In this case, there is the option to have multiple mail accounts held under the mail tab in the Outlook Express accounts. However, storing multiple email accounts here is a bad idea. First, the more mail accounts stored here increase the chance of the program corrupting and existing mail being lost. Second, if the customer is attempting to check multiple mail accounts from multiple mail providers there is a strong chance that the different server settings will conflict or cause additional program errors. Play it safe, when the customer wants to have multiple mail accounts, create a seperate Identity for the mail account.

Another item to keep in mind when creating multiple accounts in the Outlook Express Mail tab is that each of the accounts is checked in a top-down order. It is possible to set a specific mail account to the be the primary and checked first, but when a check mail is forced Outlook Express will start at the top of the list and move down.

The point of creating identities in Outlook Express is that it creates another instance of the program. Each identity has it's own seperate rules, settings, and behaviors. Mail is also held seperatly from each other, so damage to one Identity should not affect another identity. If the customer wishes to check multiple mail accounts, make sure that they are aware of the identity option.

If the customer insists on having multiple email accounts stored under one Outlook Express Identity, try and troubleshoot each account seperatly. What is happening with the repeated login is that one of the accounts the customer is using is just not accessing the web. Try and obtain the error number, and troubleshoot from there based on the error number and account information.

Something to keep in mind about identities is that the first identity created by Outlook Express is Main Identity. It is possible to go in and change the name of a certain identity.

1: Click on File
2: Click on Identities
3: Click on Manage Identities
4: Select the identity whose name we wish to change
5: Click the button that says properties
6: Change the name and OK out.

Type: Outlook Express Program Configuration
Microsoft Knowledge Database :: No Error Defined

Every so often a call will come in where the customer is having difficulty checking their email. Most of the time the call will start that they simply need a password reset, however, upon resetting the password they are still unable to log in. While most of the calls recieved will simply focus on the Email Login itself, some customers choose to set a password on their Identity. However, this password has absolutly nothing to do with Cox Communications. Should a user forget their Identity Password there is nothing you can do at the Cox Level to resolve the issue. Simply refer them to Microsoft.

Explanation: Identity Passwords and Email Login passwords are seperate. Microsoft allows users to set an identity password for additional protection upon their account. However, the password that Microsoft allows to be set is client based only. In other words, it is only for that version of Outlook Express installed on that computer. If that password is forgetten or not recorded, there is nothing Cox Communications can do to resolve the issue. All we can do is refer you to Microsoft who can perhaps help you try to recover or remove the password from the identity.


For reference, this is one error that I refuse to show how to fix on purpose. Honestly, using Outlook Express in this day and age when both Opera and Thunderbird are completley free?