Part 5 of 5
OUTLOOK EXPRESS TROUBLESHOOTING TIPS:
Before you contact Tech Support with any questions regarding email, be sure to
(turn off your computer & wait for 30 seconds & turn it back on) as this
remedies many problems.
Review these Troubleshooting Tips as they answer many
Frequently Asked Questions.
If you contact us with a question that has already been answered here,
we will refer you back to this document.
PROBLEM: Everytime I press the SEND/RECEIVE button, I get disconnected
from the Internet ?!
This problem is due to how your Outlook/Outlook
Express Program has been configured.
Go to TOOLS – OPTIONS – and UNCHECK the ‘Hang up when
finished sending, receiving or updating’ or ‘Hangup after
Screenshot Help Pages are available here - http://www.intercape.com/helpsrd.htm
PROBLEM: I pressed SEND/RECEIVE & I have messages stuck in my OUTBOX and
cannot send email out
There are many reasons why this may occur.
Go to our Email Help Pages - http://www.intercape.com/helpemail.htm
and look for this link:
to Troubleshoot Mail Stuck in the Outbox from Microsoft KnowledgeBase
AND / OR
Try Microsoft’s Interactive Troubleshooter for
Sending/Receiving E-Mail Messages in Outlook - http://support.microsoft.com/support/outlook/tshooters/sendrec1.asp
e-mail messages seem to be "stuck."
I retrieved some e-mail, but now I cannot retrieve newer messages. What's
When the transmission of e-mail to you from the
mail server is abnormally interrupted, the computer can occasionally lock you
out, thinking that your mailbox is busy. This can happen if the e-mail you are
retrieve is unusually long or large or if it contains corrupt information.
This is an occasional problem which you cannot remedy yourself. If you tech
support at: 508-322-1984, we can delete messages that might be interfering with
PROBLEM: Are there any
Tutorials available for Outlook ?
Outlook Visual Tutorials
Outlook Express 5 How To Guide - http://support.microsoft.com/support/ie/outlookexpress/oe5/howto/default.asp
PROBLEM: I have multiple email addresses for myself, how do I set up
additional email boxes ?
Go here for Instructions for how to do this - http://intercape.com/help/outlk/addemail.htm
PROBLEM: I have multiple email
addresses for various members of my family and I want to setup Identities so my
email & my family member’s email / address book, etc doesn’t get
co-mingled & remains private.
Identities is a new feature offered in Outlook
Express 5. You need to setup
Identities in Outlook Express 5.
PROBLEM: I have an old
version of Outlook Express, how can I get Outlook Express 5 ?
get the latest version of Outlook Express, you need to download and
install the latest version of Microsoft Internet Explorer. Why? Because Outlook
Express is a component program of Internet Explorer. - http://www.microsoft.com/windows/ie/
PROBLEM: I have an old email mail account from my previous ISP that is
no longer valid & everytime I press the SEND/RECEIVE button I get an error
message that refers to the old email account.
How do I delete the old email account ?
Go here for instructions for how to remove the old
mail account - http://intercape.com/help/outlk/remove.htm
I have installed Norton
Antivirus 2000/2001 and now cannot receive email.
installing Norton AntiVirus software, we have found that during installation of
the software that Norton changes your original & correct Incoming/Outgoing
mail server from ‘mail.intercape.com’ to
some something else.
If your Incoming (POP3) / Outgoing (SMTP) mail server is not set to: ‘mail.intercape.com’,
you will not be able to send/receive email.
Symantec's Norton Antivirus programs have recently added a feature
in which they try to use proxy server settings to scan your email before it gets
to you. Unfortunately, the changes that these programs make to your email
program's settings do not work correctly and you will not be able to check your
email. You must disable the Email Protection feature of these
products and return the settings to their original state before you will be able
to receive your email.
Follow these steps:
1. Exit any email programs that may be running.
2. Open Norton AntiVirus.
3. Click Options.
4. Click Email Protection.
5. Uncheck all boxes in the Protected email clients box.
6. Uncheck "Enable email protection." (NAV 2000 only).
7. Click OK.
NOTE: Disabling Email Protection does not leave you
unprotected against viruses that are included in email attachments. Norton
AntiVirus Auto-Protect will scan any incoming files, including email, as they
are saved to your hard drive. Email Protection is just another layer on top of
this. Use LiveUpdate to keep your virus definitions up to date, and keep
Auto-Protect enabled. Since
viruses can be transmitted via several different methods, it is your
responsibility to keep your virus definitions updated.
In addition, all emails sent or delivered through
InterCape’s email server is scanned for viruses. Our virus definition database is updated daily to include the
latest email viruses. ICO
Virus Email Scanning Protecting is a value-added feature that was designed to
prevent viruses from being transmitted to InterCape customers via email.
This Virus Scanning Service automatically scans all incoming/outgoing emails for
viruses before they come to your computer; thereby stopping viruses before they
reach your desktop and securing your email environment.
information about ICO’s Virus Email Scanning Protection here - http://intercape.com/virusscanning.htm
To return the settings in Outlook Express to their original state
please follow these steps:
- In Outlook Express, click Accounts
on the Tools menu.
Select a Mail Account
- Click the Properties
- Click the Servers tab.
sure that your Email Settings are as follows:
INCOMING (POP3) Server: mail.intercape.com
OUTGOING (SMTP) Server: mail.intercape.com
ACCOUNT NAME: email@example.com
(be sure that your account name is your full email address with the @intercape.com
at the end)
PASSWORD: <email password assigned>
the Close button.