| This following guide covers the Microsoft Outlook Express
program and
the error codes that are associated with the program. It is important
when troubleshooting to always obtain the error code. When a customer
is unable to send or recieve a message, or anything goes wrong, get the
error code. The guide also covers the ping tests used to establish
network connectivity. Microsoft Outlook Express error codes are almost always in the format :: 0x800cccXX However, there will be other error codes that will simply start with :: 0x800 Getting the error code before beginning to work on troubleshooting can help in several ways. First, it can decrease call time. Knowing how to troubleshoot an error code can go a long way towards finding the problem and getting a working solution. Second, knowing the error code and explaining the error code can help the customer understand where the problem is occuring at, whether or not it's a code issue with Microsoft's products, or an issue with connection, or an issue with a 3rd party software product. Determining Pop Server Access Ensuring that the computer is
capable of reaching the pop server, as
well as the smtp server, can go a long ways towards helping solve any
potential issues. To ensure that the computer is able to connect to the
servers, follow these steps.
Obtaining
the pop and smtp servers:
Before having the cu try to reach
the servers, it is important to know what those servers are first.
1: Open up the browser
2: go to www.centralops.net I prefer using centralops.net simply because it is quick and uncluttered. 3: go to the ping page 4: ping the pop server 5: obtain the ip address 6: ping the smtp server 7: obtain the ip address Pinging
Server with Microsoft Windows 9X
1: click on start
2: click on run 3: type the word command 4: hit okay 5: the DOS box should now open 6: in the DOS box, type the word ping 7: after the word ping, type the IP address of the server. 8: get the result Pinging
Server with Microsoft Windows NT
1: click on start
2: click on run 3: type the word cmd 4: hit okay 5: the DOS box should now open 6: in the DOS box, type the word ping 7: after the word ping, type the IP address of the server. 8: get the result Ping
results:
There are about 5 different
results that might be obtained when using the ping command
1:
Ping Transmit Failed
The rarest of the ping problems, this is a known issue with Microsoft Windows XP Service Pack 2. If you see Ping Transmit Failed, send customer to Microsoft's line 1800-SP2-HELP 2:
Destination Host Unreachable
This is the ping response that will be recieved if there is absolutely no connection to the computer from the modem. If this message is recieved, treat the call as a loss of connection instead of a loss of email. 3:
Request Timed Out
This is the most common ping error that will be encountered while troubleshooting connections. As the error itself indicates, the ping itself timed out. This is known as packet loss. If the customer displays regular packet loss, go ahead and roll a truck. While minor packet loss issues can be sent to Tier II, any packet loss to the default gateway of the connection is an automatic truck roll. 4:
Ping reply
This is the good sign. A ping reply indicates that the request made the trip successfully. No problem with the connection detected. If a customer is able to ping to an ip address, then that server is up and operational as far as Cox Communications is concerned. 5:
Firewall or Anti-Virus Interruption
The fifth possible response when pinging is that a customers firewall or anti-virus will kick in and block the ping from going out. If this happens while troubleshooting a non-functioning email client, don't even go any further. Inform the customer to turn the security software down or off. Explanation: Firewall and Anti-Virus
systems that are locked down tight enough to even block simple ping
requests from the computer are set too high. Server traffic will be
blocked. If the customer wants to run their Anti-Virus or Firewall at
such a high level, fine. It will not do any good. Keep in mind that the
strongest software firewall for Microsoft Windows is only 3 minutes
worth of work for a competant hacker to get through, and under 10
minutes for so called script-kiddies
to get through. If the customer is unwilling to turn the firewall or
anti-virus off, do not waste more time. Make it clear that this is most
certainly a problem with the anti-virus or firewall program, and that
there is nothing Cox Communications can do to assist in restoring
normal operation. Even for the Authentium products, don't try
troubleshooting from this point.
For those who do want to attempt to pursue a resolution, there are several options that can be taken. The first is to turn the settings down. Second is to remove the firewall or anti-virus program. Another option is to give permissions to the mail server to connect. Turning active scanning off will also help resolve this kind of issue. But keep in mind, if you tell a customer to turn their security settings down and if they do get infected... okay, when they get infected, the customer can and probably will try to hold you accountable. Instead of taking the risk of being held accountable for bad software, go ahead and get the customer pointed to the A/V or firewall vendor. Known Error Codes For Microsoft Outlook Express Determining pop server access and
determining whether or not there is a firewall or anti-virus program in
place will go a long ways towards helping resolve some of the error
codes. This is only a partial listing of possible errors though. It is,
however, the list of errors that will most commonly be had during
normal troubleshooting routines.
0x800ccc0F | 0x800ccc0D 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.
0x800ccc0E 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 first step to
Quick update, but 0x800ccc0E can normally be resolved by power cycling the system. ***************** to be completed That should fix the problem. It appears to be bound to the secure password authentication. 0x800ccc90 | 0x800ccc92 : Corrupted password account. Not in the Microsoft Knowledge database. In order to fix this error, reset the password in Icoms, then have the Cu use the new passsword. 0x800ccc19 | 0x8004210a : Anti-Virus | Firewall error. In Microsoft knowledge Database under number 813518. To fix this error, direct the customer to there anti-virus vendor. http://support.microsoft.com/default.aspx?scid=kb;en-us;813518&Product=o ex 0x800ccc79 : Port 25 error : is not in the Microsoft Knowledge database. Outgoing server is incorrect. Check email settings, if correct, recreate account in Outlook. If issue continues, check for firewall. If no firewall, refer to Microsoft. These should help resolve the most common Outlook Express errors customers call in with. Only completely re-install Outlook express if:: *** "msimn caused an error in kernel32.dll" actually for this one, customer should consider reinstalling windows itself. Refer to Microsoft or to computer manufacturer *** *** Identities will not switch: refer to Microsoft as well, or the computer manufacturer. *** *** Outlooks express will not open at all. For this one, attempt to repair Internet Explorer first. If the program still does not work, refer to Microsoft or to computer manufacturer. *** ****** ****** ****** Other common issues: Outlook express times out while downloading messages: Have customer go to webmail and remove any and all messages from the webmail account. After that they should be able to download as normal. *** Outlook express will not open attachments: this error is noted in the Microsoft knowledge database under article 329570. It involves service packs for both Internet Explorer (all windows versions) and WinXp service pack 1. http://support.microsoft.com/default.aspx?scid=kb;en-us;329570 Refer customer to microsoft |