OL98: (CW) How to Troubleshoot Missing Internet E-Mail Service (196722)

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Basic Steps to Rename Files

In the methods listed below, you often need to locate and rename certain files. To do this in each method, follow these steps:

1. Quit all programs.
2. Click Start, point to Find and click Files Or Folders.
3. In the Named box, type the name of the file you want to locate, as described in each method.
4. In the Look In list, click to select your hard disk.
5. Click to select the Include Subfolders check box, and click Find Now.
6. To rename the located file, right-click the item and then click Rename on the shortcut menu. Edit the name by changing the extension of the file to ".old" (without the quotation marks).

NOTE: In some cases, you need to use the asterisk (*) character to do "wildcard" searches. For example, in order to find all files that are in the Messaging Application Programming Interface (MAPI) family, you would type "Mapi*.*" (without the quotation marks) in the Named box. This query returns files such as Mapi.dll, Mapi32.dll, and Mapisvc.inf, among others.

Method 1

If You Use Windows 95/98

These steps assume that you installed Outlook in the Microsoft Office 97 default installation path.

1. Quit Outlook and any other programs that are currently running. Click the Start button, point to Programs and click MS-DOS Prompt.
2. In the MS-DOS Prompt window, type (include quotation marks):

   cd "\program files\microsoft office\office"

   and then press ENTER.
3. In the MS-DOS Prompt window, type:

   c:\windows\system\regsvr32 outlmime.dll

   and then press ENTER. You will receive the following message:

   DllRegisterServer in outlmime.dll succeeded.

   Click OK and then click the Close button to close the MS-DOS prompt window.
   
   NOTE: In the above step, you may need to type the full path to the System folder.
4. Start Outlook and send a mail message to test your mail functionality.

If You Use Windows NT 4.0

1. Quit Outlook and any other programs that are currently running. Click the Start button, point to Programs and click Command Prompt.
2. In the Command Prompt window, type:

   cd\program files\microsoft office\office

3. In the Command Prompt window, type (include quotation marks):

   c:\winnt\system32\regsvr32 outlmime.dll

   NOTE: In the above step, you may need to type the full path to the System32 folder.
   
   You will receive the following message:

   DllRegisterServer in outlmime.dll succeeded.

4. Click OK and click the Close button to close the Command Prompt window.

Method 2

1. Using the steps described earlier in the "Basic Steps to Rename Files" section, locate and rename all occurrences of the following files on your hard disk:

       Mspst32.dll
       Minet.ecf
       Minet32.dll
       Wsock32n.dll
   						

2. Click Start, point to Settings and then click Control Panel.
3. Double-click the Add Remove Programs icon.
4. In the list of programs click Microsoft Outlook 98, and click Add/Remove.
5. In the Outlook Active Setup dialog box, click Rerun Outlook 98 Setup.
6. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.

NOTE: You may need to create a new profile after reinstallation.

Method 3

1. Using the steps described earlier in the "Basic Steps to Rename Files" section, locate and rename all occurrences of the following files on your hard disk:

       Mapi.dll        Outllib.dll
       Mapi32.dll      Outlmime.dll
       Mapisp32.exe    Outlook.exe
       Mapisrvr.exe
   						

2. Click Start, point to Settings and then click Control Panel.
3. Double-click the Add/Remove Programs icon.
4. In the list of programs, click Microsoft Outlook 98, and click Add/Remove.
5. In the Outlook Active Setup dialog box, click Rerun Outlook 98 Setup.
6. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.

NOTE: You may need to create a new profile after reinstallation.

Method 4

If you are using Windows 98, remove and reinstall Outlook Express, an e- mail and newsreader component of Microsoft Internet Explorer. To do this, follow these steps:

1. Click Start, point to Settings and then click Control Panel.
2. Double-click the Add Remove Programs icon.
3. In the list of programs, click Microsoft Outlook Express and click Add/Remove. When prompted, click Yes to remove Outlook Express.
4. In the Add/Remove Programs dialog box, click the Windows Setup tab and then click to select Microsoft Outlook Express. Click OK to install Outlook Express.
   
   NOTE: You need to insert the Windows 98 compact disc into your CD-ROM drive for this step.
5. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.

NOTE: You may need to create a new profile after reinstallation.

Method 5

If the methods described earlier do not resolve the problem described in the "Symptoms" section, you need to remove Outlook and perform further maintenance before reinstalling.

WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk.

For information about how to edit the registry, view the "Changing Keys And Values" Help topic in Registry Editor (Regedit.exe) or the "Add and Delete Information in the Registry" and "Edit Registry Data" Help topics in Regedt32.exe. Note that you should back up the registry before you edit it.

To remove Outlook and perform the specified file maintenance, follow these steps:

1. Click Start, point to Settings and then click Control Panel.
2. Double-click the Add/Remove Programs icon.
3. In the list of programs, click Microsoft Outlook 98.
4. In the Outlook Active Setup dialog box, click Remove Outlook 98.
5. If you do not have Office 97, skip this step and proceed to step 6.
   
   If you have an Office 97 compact disc, use the steps described earlier in the "Basic Steps to Rename Files" section to locate and rename all occurrences of the following files on your hard disk:

        Mfc40.dll (Default path C:\Windows\System)
        Mssetup.dll (Default path C:\Program Files\Microsoft Office\Office\ 
        Setup\Outlook)
        Msvcrt40.dll (Default path C:\Windows\System)
   						

   Then, copy these same files from the Office 97 compact disc and paste them in the same location where the renamed files are located.
6. Using the steps described earlier in the "Basic Steps to Rename Files" section, locate and rename all occurrences of the following files on your hard disk:

        Mapi.dll           Jobexec.dll
        Mapi32.dll         Psapi.dll
        Mapisp32.exe       Inseng.dll
        Acmeeng.inf        Softpub.dll
        Wintrust.dll       Outsetup.inf
        Wininet.dll        Outlwzd.exe
   						

   IMPORTANT: Do not rename the following files if running Microsoft Windows 98:

        Wininet.dll
        Wintrust.dll
   						

   Then, copy these same files from the Office 97 compact disc and paste them in the same location where the renamed files are located.
7. Click Start and click Run. In the Open box, type "regedit" (without the quotation marks), and click OK.
8. In Registry Editor, locate the following Registry subkey (folder):
   
   HKey_Local_Machine\Software\Microsoft\Active Setup
9. On the Registry menu, click Export Registry File. Type a name for the registry file and click Save to save the entry to your desktop. This procedure creates a backup of the subkey.
10. Right-click the subkey (folder) and then click Delete on the shortcut menu.
11. In Registry Editor, locate the following Registry subkey (folder):
    
    HKey_Current_User\Software\Microsoft\Active Setup
12. On the Registry menu, click Export Registry File. Type a name for the registry file and click Save to save the entry to your desktop. This procedure creates a backup of the subkey.
13. Right-click the subkey (folder) and click Delete on the shortcut menu.
14. Using the steps described earlier in the "Basic Steps to Rename Files" section, locate and rename all occurrences of the following files on your hard disk if they exist:

         Msdownld.tmp
         Ixp.tmp
         Ol98logs
    						

    Then, copy these same files from the Office 97 compact disc and paste them in the same location where the renamed files are located.
15. Use either the Outlook 98 compact disc or an Active Setup file obtained from the Web to run Outlook Active Setup.
16. After completing the reinstallation, start Outlook and test for Internet E-mail functionality.

NOTE: You may need to create a new profile after reinstallation.

Method 6

You should only attempt the final method after attempting each of the previous four methods. To complete this more extensive method, follow these steps:

1. Close all currently running programs.
2. Press CTRL+ALT+DELETE, check the Task Manager or Close Program dialog box for any additional programs that may be running. Select each item in the Close Program list and then click End Task. Complete this operation, confirming the End Task operation each time, until only Explorer and Systray are running.
3. Click Start, point to Settings and then click Control Panel.
4. Double-click the Add Remove Programs icon.
5. In the list of programs click Microsoft Outlook 98, and click Add/Remove.
6. In the Outlook Active Setup dialog box, click Remove Outlook 98.
7. Click Start, click Shutdown, and then click Restart or "Restart the computer." Wait for Windows to restart.
8. Click Start, point to Settings and then click Control Panel.
9. Double-click the Add/Remove Programs icon.
10. In the list of programs, click Microsoft Office 97 and then click Add/Remove. Insert your Office 97 compact disc when prompted.
11. In the Office 97 Maintenance program, click Remove All.
12. Using the instructions provided in following Knowledge Base article, obtain, install and run Eraser97.exe. For additional information about Eraser97, please click the article number below to view the article in the Microsoft Knowledge Base:

    176823 OFF97: Utility to Completely Remove Remaining Office 97 Files

13. Click Start, click Shutdown, and then click Restart or "Restart the computer." Wait for Windows to restart.
14. Press CTRL+ALT+DELETE, check the Task Manager or Close Program dialog box for any additional programs that may be running. Select each item in the Close Program list and then click End Task. Complete this operation, confirming the End Task operation each time, until only Explorer and Systray are running.
15. Using the steps described earlier in the "Basic Steps to Rename Files" section, locate and rename all occurrences of the following files on your hard disk if they exist:

         Mapi*.dll       Outl*.dll     Wab32.dll        Inetcomm.dll
         Mapi*.exe       Outl*.exe     Pstprx32.dll     Minet32.dll
         Mapi*.ini       Outl*.ini     Msimnui.dll
         Mapi*.inf       Ems*.*        Contab32.dll
    						

    NOTE: Depending on the installation type and mail services you are using, some of these files may not exist on your computer. For example, you may not have files that match the Ems*.* query because these files allow the Corporate or Workgroup installation to collaborate in an Microsoft Exchange Server environment.
16. Locate and then delete each of the following files:

        Extend.dat
        Outcmd.dat
        Frmcache.dat
    						

Reinstalling Office 97 and Outlook 98

To ensure a clean installation of Office 97 and Outlook 98 after completing Method 5, follow these steps:

1. Press CTRL+ALT+DELETE, check the Task Manager or Close Program dialog box for any additional programs that may be running. Select each item in the Close Program list and then click End Task. Complete this operation, confirming the End Task operation each time, until only Explorer and Systray are running.
2. Using the Microsoft Office 97 Compact disc, run Setup to install Office. Select the Custom Option and then click to clear the Outlook 97 check box.
3. Repeat step 1 to close all running programs.
4. Using either the Outlook 98 compact disc or a Setup utility downloaded from the Outlook Web site, run Outlook Active Setup and select the options you want to complete the installation.