You cannot return a routed file to the sender in Outlook (913270)


The information in this article applies to:

  • Microsoft Office Outlook 2003
  • Microsoft Outlook 2002
  • Microsoft Outlook 2000

SYMPTOMS

You cannot return a routed Microsoft Office file to the sender in Microsoft Outlook. Additionally, you may experience the following symptoms:
  • The routed file loses its status tracking information.
  • When you try to return the routed file, you receive the following error message:
    General mail failure. Quit Microsoft program, restart the mail system, and try again.
Note To route a file in an Office program, point to Send To on the File menu, and then click Routing Recipient.

CAUSE

This issue may occur if you use a mailbox that is not a Microsoft Exchange Server mailbox. For example, this problem may occur if you use a Post Office Protocol version 3 (POP3) mailbox.

WORKAROUND

To work around this issue, use one of the following methods.

Method 1: Add your e-mail address to your display name

  1. Start Outlook.
  2. On the Tools menu, click E-mail Accounts.
  3. Click View or change existing e-mail accounts, and then click Next.
  4. Click the e-mail account that you want to change, and then click Change.
  5. In the User Name box, type your name and e-mail address. Enclose your e-mail address in parentheses. For example, type the following:

    John Smith (someone@example.com)

  6. Click Next, and then click Finish.

Method 2: Add an address book entry that matches the sender's display name

  1. Start Outlook.
  2. Determine the sender's display name. To do this, follow these steps:
    1. Open the routed file in an Office program.
    2. On the File menu, point to Send To, and then click Other Routing Recipient.
    3. The sender's display name is in the Routing Slip dialog box. Note the display name, and then click Cancel.
  3. In Outlook, create a new contact for the display name that you noted in step 2c. To do this, follow these steps:
    1. On the File menu, point to New, and then click Contact.
    2. In the Full Name box, type the display name that you noted in step 2c.
    3. In the E-mail box, type the sender's e-mail address.
    4. Click Save and Close.
Modification Type:MajorLast Reviewed:1/26/2006
Keywords:kberrmsg kbRouting kbsendmail kbemail kbtshoot kbprb KB913270 kbAudEndUser
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