Maintenance and Troubleshooting	<<	>>

Internet Mail Service

The Internet Mail Service is fully integrated with Microsoft Exchange Server and Windows NT. You can troubleshoot problems with the tools used for other components. In addition, the Internet Mail Service can generate Simple Mail Transfer Protocol (SMTP) logs. For more information, see Chapter 4, "Troubleshooting Tools and Resources."

If you are investigating an NDR, see "Non-Delivery Reports" later in this chapter.

If the problem is not solved by the actions suggested in this section, increase the diagnostics logging level to Maximum on all categories of the Internet Mail Service except Message Archival. Restart the Internet Mail Service, re-create the error, and then check the application event log and SMTP protocol logs.

The Internet Mail Service will not start.

Reasons Actions

The Internet Mail Service was not configured. Configure the Internet Mail Service. For more information, see Microsoft Exchange Server Operations.

Transmission Control Protocol/Internet Protocol (TCP/IP) is not installed. Install TCP/IP from the Windows NT compact disc.

The delivery route of an e-mail domain cannot be resolved. At least one name in the E-Mail Domain box is incorrect. Review the list in the E-Mail Domain box in the Internet Mail Service Connections property page. Correct misspelled domain names. If all domain names are correct, verify that they appear in the Domain Name System (DNS) or local Hosts file.

The domain name of the Internet Mail Service host is missing. Add the host domain name to the DNS Configuration dialog box using the Network icon in Windows NT Control Panel.

A Messaging Application Programming Interface (MAPI) initialization error occurred. Stop and restart all Microsoft Exchange Server services.
Use the Services icon in Windows NT Control Panel. Select MSExchangeIMC and choose Startup. Verify that the entry in the Log on as box is the same as for other services.

If the error is not resolved, remove and reinstall the Internet Mail Service.

Reasons	Actions
The Internet Mail Service was not configured.	Configure the Internet Mail Service. For more information, see Microsoft Exchange Server Operations.
Transmission Control Protocol/Internet Protocol (TCP/IP) is not installed.	Install TCP/IP from the Windows NT compact disc.
The delivery route of an e-mail domain cannot be resolved. At least one name in the E-Mail Domain box is incorrect.	Review the list in the E-Mail Domain box in the Internet Mail Service Connections property page. Correct misspelled domain names. If all domain names are correct, verify that they appear in the Domain Name System (DNS) or local Hosts file.
The domain name of the Internet Mail Service host is missing.	Add the host domain name to the DNS Configuration dialog box using the Network icon in Windows NT Control Panel.
A Messaging Application Programming Interface (MAPI) initialization error occurred.	Stop and restart all Microsoft Exchange Server services. Use the Services icon in Windows NT Control Panel. Select MSExchangeIMC and choose Startup. Verify that the entry in the Log on as box is the same as for other services. If the error is not resolved, remove and reinstall the Internet Mail Service.

No messages are being sent or received.

Reasons Actions

An Internet Mail Service or the MTA on an Internet Mail Service's server is not running. Use a server monitor or Performance Monitor to confirm that the services are operating. Restart if necessary.

The Internet Mail Service is configured for Flush Queue mode. Change the Transfer Mode setting in the Internet Mail Service Connections property page.

The Internet Mail Service is not on the network. Send a ping message to the Internet Mail Service host or perform a Telnet to port 25 to determine whether the connections are operational. If not, restore the network connection.

The Internet Mail Service is not started. Start the Internet Mail Service from the command line or use the Services icon in Windows NT Control Panel.

Reasons	Actions
An Internet Mail Service or the MTA on an Internet Mail Service's server is not running.	Use a server monitor or Performance Monitor to confirm that the services are operating. Restart if necessary.
The Internet Mail Service is configured for Flush Queue mode.	Change the Transfer Mode setting in the Internet Mail Service Connections property page.
The Internet Mail Service is not on the network.	Send a ping message to the Internet Mail Service host or perform a Telnet to port 25 to determine whether the connections are operational. If not, restore the network connection.
The Internet Mail Service is not started.	Start the Internet Mail Service from the command line or use the Services icon in Windows NT Control Panel.

You can't send outbound mail messages through the Internet Mail Service.

Reasons Actions

The MTA is down. Restart the MTA.

The address space is not configured. Use the Internet Mail Service Address Space property page to complete the configuration of the Internet Mail Service.

The address space configuration is too limited. Review the entry in the Internet Mail Service Address Space property page. Type an asterisk (*) in the Address column to have the MTA send all SMTP mail to the Internet Mail Service.

The MTA is returning the message. Verify that the Internet Mail Service is configured to support the SMTP address space. In the Internet Mail Service Connections property page, choose E-Mail Domain. Type an asterisk (*) in the E-Mail Domain box so all SMTP traffic is routed through the Internet Mail Service.

The Internet Mail Service is configured for inbound traffic only. Change the Transfer Mode setting in the Internet Mail Service Connections property page.

The address for the DNS server is incorrect. Change the DNS server address using the Network icon in Windows NT Control Panel (DNS Configuration dialog box).

The domain address for Microsoft Exchange Server users is invalid. Verify the SMTP site address in the Site Addressing property page.

Reasons	Actions
The MTA is down.	Restart the MTA.
The address space is not configured.	Use the Internet Mail Service Address Space property page to complete the configuration of the Internet Mail Service.
The address space configuration is too limited.	Review the entry in the Internet Mail Service Address Space property page. Type an asterisk () in the Address* column to have the MTA send all SMTP mail to the Internet Mail Service.
The MTA is returning the message.	Verify that the Internet Mail Service is configured to support the SMTP address space. In the Internet Mail Service Connections property page, choose E-Mail Domain. Type an asterisk () in the E-Mail Domain* box so all SMTP traffic is routed through the Internet Mail Service.
The Internet Mail Service is configured for inbound traffic only.	Change the Transfer Mode setting in the Internet Mail Service Connections property page.
The address for the DNS server is incorrect.	Change the DNS server address using the Network icon in Windows NT Control Panel (DNS Configuration dialog box).
The domain address for Microsoft Exchange Server users is invalid.	Verify the SMTP site address in the Site Addressing property page.

You can't receive inbound mail messages through the Internet Mail Service.

Reasons Actions

The recipient's address is incorrect. In the E-mail Addresses property page for the recipient, verify the address.

The TCP/IP address on the Internet Mail Service does not match the values in the DNS, Hosts file, or Windows Internet Name Server (WINS) list. Verify that the Internet Protocol (IP) address and domain names match. If not, change either the DNS or the TCP/IP configuration.
To check the IP address, use the Network icon in Windows NT Control Panel. Select TCP/IP Protocol in the Installed Network Software box, and choose Configure. Check the entry in the IP Address box.

To check the domain name, use the Network icon in Windows NT Control Panel. Select TCP/IP Protocol in the Installed Network Software box, choose Configure, and then choose DNS. Check the entry in the Domain Name box.

If using DNS, check for an mail exchanger (MX) record for the Microsoft Exchange Server site SMTP address.

The transfer mode on the Internet Mail Service does not allow inbound connections. Change the Transfer Mode in the Internet Mail Service Connections property page.

The Internet Mail Service is configured to reject connections from this host or all hosts. Change the settings in the Accept or Reject by Host box of the Internet Mail Service Connections property page.

External SMTP hosts have an incorrect IP address for the Internet Mail Service server. Verify the address using the Network icon in Windows NT Control Panel TCP/IP Configuration dialog box.
Verify the IP address published in DNS for the Internet Mail Service host.

Verify that the domain is correct in the Site address property page in the Configurations container. The domain name can also be set by the Internet Wizard during Internet Mail Service installation.

The domain is not set for inbound message transfer. Use the Internet Mail Service Routing property page to add or change the domain for the inbound route.

Reasons	Actions
The recipient's address is incorrect.	In the E-mail Addresses property page for the recipient, verify the address.
The TCP/IP address on the Internet Mail Service does not match the values in the DNS, Hosts file, or Windows Internet Name Server (WINS) list.	Verify that the Internet Protocol (IP) address and domain names match. If not, change either the DNS or the TCP/IP configuration. To check the IP address, use the Network icon in Windows NT Control Panel. Select TCP/IP Protocol in the Installed Network Software box, and choose Configure. Check the entry in the IP Address box. To check the domain name, use the Network icon in Windows NT Control Panel. Select TCP/IP Protocol in the Installed Network Software box, choose Configure, and then choose DNS. Check the entry in the Domain Name box. If using DNS, check for an mail exchanger (MX) record for the Microsoft Exchange Server site SMTP address.
The transfer mode on the Internet Mail Service does not allow inbound connections.	Change the Transfer Mode in the Internet Mail Service Connections property page.
The Internet Mail Service is configured to reject connections from this host or all hosts.	Change the settings in the Accept or Reject by Host box of the Internet Mail Service Connections property page.
External SMTP hosts have an incorrect IP address for the Internet Mail Service server.	Verify the address using the Network icon in Windows NT Control Panel TCP/IP Configuration dialog box. Verify the IP address published in DNS for the Internet Mail Service host. Verify that the domain is correct in the Site address property page in the Configurations container. The domain name can also be set by the Internet Wizard during Internet Mail Service installation.
The domain is not set for inbound message transfer.	Use the Internet Mail Service Routing property page to add or change the domain for the inbound route.

You can't send mail to a user on the Internet.

Reasons Actions

Mail does not arrive because either a server or the Internet Mail Service is down. Use message tracking to locate the problem. For more information, see Chapter 4, "Troubleshooting Tools and Resources."

Mail is returned because the sender's address contains delivery restrictions that exclude the sender from using the Internet. Change the delivery restrictions in the Internet Mail Service.

An address in the PAB is incorrect. Use the client global address list to address mail.

Mail is returned as undeliverable. Trace the message in the message tracking log. Verify that the address is correct.

Reasons	Actions
Mail does not arrive because either a server or the Internet Mail Service is down.	Use message tracking to locate the problem. For more information, see Chapter 4, "Troubleshooting Tools and Resources."
Mail is returned because the sender's address contains delivery restrictions that exclude the sender from using the Internet.	Change the delivery restrictions in the Internet Mail Service.
An address in the PAB is incorrect.	Use the client global address list to address mail.
Mail is returned as undeliverable.	Trace the message in the message tracking log. Verify that the address is correct.

Administrator program changes aren't taking effect.

Reason Actions

All changes for the Internet Mail Service take effect only when the service is restarted. Restart the Internet Mail Service.
If the system is slow, the directory may not have updated the changes before the service was restarted. Wait a minute and restart it again.

Reason	Actions
All changes for the Internet Mail Service take effect only when the service is restarted.	Restart the Internet Mail Service. If the system is slow, the directory may not have updated the changes before the service was restarted. Wait a minute and restart it again.

Mail sent from Microsoft Exchange Server is received with garbled text or extra attachments.

Reason Actions

The message was formatted with rich text and could not be resolved by the receiving system. Remove the instruction to send the message in rich-text format. The rich-text format option can be changed in one of the following places:
In the Internet Mail Service Internet Mail property page, choose Interoperability. Verify that Send Microsoft Exchange rich text formatting is not selected.

In the custom recipient's Advanced property page, verify that Allow rich text in messages is not selected.

In the sender's PAB, double-click the recipient's name, and then select the Address tab. Verify that Always send to this recipient in Microsoft Exchange rich-text format is not selected.