Maintenance and Troubleshooting	<<	>>

Clients

E-mail client problems are usually related to the network, Windows NT permissions, or configuration problems.

Mail sent to a user never arrives.

Reasons Actions

There is a problem on a foreign system. Use the message tracking log to trace the path of the message to the gateway. Look for the message in the message queues of the connector. Check the Windows NT application event log for errors. If it is an Internet message, use diagnostics logging to create a Simple Mail Transfer Protocol (SMTP) log, and resend the message.

The message is still in the Outbox because the information store or MTA is not running. Verify that the originator can send e-mail to other Microsoft Exchange Server mailboxes, or check the service with Performance Monitor or a server monitor.

The message stopped at an intermediate server or system. Use message tracking to find the problem server. For more information, see Chapter 4, "Troubleshooting Tools and Resources."

Reasons	Actions
There is a problem on a foreign system.	Use the message tracking log to trace the path of the message to the gateway. Look for the message in the message queues of the connector. Check the Windows NT application event log for errors. If it is an Internet message, use diagnostics logging to create a Simple Mail Transfer Protocol (SMTP) log, and resend the message.
The message is still in the Outbox because the information store or MTA is not running.	Verify that the originator can send e-mail to other Microsoft Exchange Server mailboxes, or check the service with Performance Monitor or a server monitor.
The message stopped at an intermediate server or system.	Use message tracking to find the problem server. For more information, see Chapter 4, "Troubleshooting Tools and Resources."

A client can't connect to a server.

Reasons Actions

The profile is not configured correctly. Check the server and mailbox name configured for the e-mail client.

The server is unavailable. Use a link monitor or server monitor to check the service.
Also, use the Net View \\servername command to determine if the server is running. If you are running a NetWare client, use the Ping command to test the connection.

The server is using a different network protocol. At the Windows NT command prompt, use the Rping command to determine remote procedure call (RPC) connectivity. If necessary, update the server or all affected clients with matching network protocols.

The common network protocol being used is not routed between LAN segments. Move the client or server computers to the same LAN segment. Modify the router or bridge to route the network protocol. Update the client and server to use a commonly routed network protocol.

You do not have User permission for the mailbox. Check the mailbox Permissions property page and modify it if necessary.

The Windows NT Server running Microsoft Exchange Server is not configured to support Novell NetWare clients. Verify that the server is running the Gateway Services for NetWare and that the NWLink IPX/SPX transport is configured correctly using the Network icon in Control Panel.

Novell NetWare client and server computers have different frame type versions. On the client computer, the frame type is in the Link Driver section of the Net.cfg file. On the server, the frame type is in the configuration of the NWLink IPX/SPX compatible transport object in the Network icon of Control Panel.
If the server computer supports more than one frame type, make sure that the internal network number is unique and Auto Frame type detection is not selected.

There is no SAP agent computer accessible to both computers running the e-mail client and Microsoft Exchange Server. Verify that both the client and server computers can log on to a SAP agent computer. The SAP agent can run on a Microsoft Exchange Server computer or on a NetWare server.
Verify that the client and server are on the same network segment and that the router between the segments is configured to transport SAP type 0x640 messages.

Reasons	Actions
The profile is not configured correctly.	Check the server and mailbox name configured for the e-mail client.
The server is unavailable.	Use a link monitor or server monitor to check the service. Also, use the Net View \\servername command to determine if the server is running. If you are running a NetWare client, use the Ping command to test the connection.
The server is using a different network protocol.	At the Windows NT command prompt, use the Rping command to determine remote procedure call (RPC) connectivity. If necessary, update the server or all affected clients with matching network protocols.
The common network protocol being used is not routed between LAN segments.	Move the client or server computers to the same LAN segment. Modify the router or bridge to route the network protocol. Update the client and server to use a commonly routed network protocol.
You do not have User permission for the mailbox.	Check the mailbox Permissions property page and modify it if necessary.
The Windows NT Server running Microsoft Exchange Server is not configured to support Novell NetWare clients.	Verify that the server is running the Gateway Services for NetWare and that the NWLink IPX/SPX transport is configured correctly using the Network icon in Control Panel.
Novell NetWare client and server computers have different frame type versions.	On the client computer, the frame type is in the Link Driver section of the Net.cfg file. On the server, the frame type is in the configuration of the NWLink IPX/SPX compatible transport object in the Network icon of Control Panel. If the server computer supports more than one frame type, make sure that the internal network number is unique and Auto Frame type detection is not selected.
There is no SAP agent computer accessible to both computers running the e-mail client and Microsoft Exchange Server.	Verify that both the client and server computers can log on to a SAP agent computer. The SAP agent can run on a Microsoft Exchange Server computer or on a NetWare server. Verify that the client and server are on the same network segment and that the router between the segments is configured to transport SAP type 0x640 messages.