Please use the checklist in this article to collect information on your
system before calling Microsoft Product Support Services. You will be able
to work with a Microsoft service engineer much more efficiently if all the
information that might be needed to trace and resolve your problem is in
front of you. In addition, any troubleshooting information the article may
include may also help you solve your problem. Please be as complete and as
specific as possible when you fill this form out.
There are ten articles of this type--one for each gateway product. Each
is different, so find the one suited to your case by searching these
keywords:
x400fcc msfcc
3cpmfcc profsfcc
mcifcc smtpfcc
ffapifcc snadsfcc
faxfcc connfcc
MICROSOFT SMTP GATEWAY PROBLEM REPORT FORM
MICROSOFT MAIL Post office version: _____________________
Network name: _____________________
Post office name: _____________________
Gateway version: 3.0 new 3.0 update 2.xx
TCP/IP version: MS FTP LAN Workplace for MS-DOS Pathways
Network operating system: LAN Man Novell Pathworks NFS
List any error messages
Is this a new installation? YES/NO
Has it worked before? YES/NO
Is the problem common to one user? YES/NO
Is the problem common to one post office? YES/NO
Can you send? YES/NO Receive? YES/NO
Is problem intermittent or consistently reproducible? ________________
If Novell, check database for hidden files, rights, etc.
Get a log file (procedure below) as well as these CFG files in the
SMTP directory: ADDR_MAP.CFG and LOCAL.CFG. Mail, fax, or email the
new SMTPGATE.LOG file to Microsoft Product Support Services.
To get a log file
- Stop the SMTP Gateway.
- Type: ren <maildata drive>\log\smtpgate.log <maildata
drive>\log\smtpold.log
- Add: "-Cd", "-Gacsy" and "-Lacsy" to the "smtpgate"
startup command.
- Restart gateway to recreate the error.
Describe the problem