Maintenance and Troubleshooting	<<	>>

Sending Mail

Problems sending mail can usually be traced to a client, computer, server, or recipient. For example, if many users on different computers have the same problem, it is likely to be a server or recipient problem.

You can't connect to a server.

Reasons Actions

The network connection to the server is down. Use the Net View \\servername command from the command prompt, or use the RPC ping utility to test for network connectivity to the server. If the server is running and this test fails, there is a network problem.

You did not log on to a Windows NT security account that has Send Mail permission for this mailbox. Use the Administrator program to determine which account has permissions for this mailbox. Log on again.

The profile is not configured correctly. In Control Panel, use the Mail and Fax icon to check the profile's server name and mailbox name for the Microsoft Exchange Server information service.

Reasons	Actions
The network connection to the server is down.	Use the Net View \\servername command from the command prompt, or use the RPC ping utility to test for network connectivity to the server. If the server is running and this test fails, there is a network problem.
You did not log on to a Windows NT security account that has Send Mail permission for this mailbox.	Use the Administrator program to determine which account has permissions for this mailbox. Log on again.
The profile is not configured correctly.	In Control Panel, use the Mail and Fax icon to check the profile's server name and mailbox name for the Microsoft Exchange Server information service.

You can't send to a recipient in a different site.

Reasons Actions

The connection between sites is down. Use link monitor logs to determine when the connection was last working. Use a server monitor to determine if all the services at both computers are working. Use the Administrator program or Performance Monitor to check the message queue lengths. For more information, see "Connections Between Microsoft Exchange Servers" earlier in this chapter.

The message tracking log on one of the servers has run out of disk space. Use Performance Monitor to determine if the MTA is running. If not, check the available space on the disk where the tracking log is stored.

The private information store on one of the servers is not working. Use Performance Monitor or a server monitor to determine if the service is running.

The recipient address is no longer valid because the recipient has moved to another recipient container or site. Connect to a server in the other site and verify that the recipient still exists. Check for directory replication problems if this recipient modification is not a recent change.

Reasons	Actions
The connection between sites is down.	Use link monitor logs to determine when the connection was last working. Use a server monitor to determine if all the services at both computers are working. Use the Administrator program or Performance Monitor to check the message queue lengths. For more information, see "Connections Between Microsoft Exchange Servers" earlier in this chapter.
The message tracking log on one of the servers has run out of disk space.	Use Performance Monitor to determine if the MTA is running. If not, check the available space on the disk where the tracking log is stored.
The private information store on one of the servers is not working.	Use Performance Monitor or a server monitor to determine if the service is running.
The recipient address is no longer valid because the recipient has moved to another recipient container or site.	Connect to a server in the other site and verify that the recipient still exists. Check for directory replication problems if this recipient modification is not a recent change.

You can't send to or receive from Internet Message Access Protocol, Version 4rev1 (IMAP4rev1) or Post Office Protocol (POP3) clients.

Reason Actions

SMTP or the Internet Mail Service is not configured correctly. Verify the SMTP configuration.
Verify that the Internet Mail Service is installed and running.

Verify that rerouting is correctly configured to route mail outbound to the Internet or intranet.

Check the IMAP4 or POP3 client installation to verify the correct values. For more information, see the documentation included with the IMAP4 or POP3 client software.

Reason	Actions
SMTP or the Internet Mail Service is not configured correctly.	Verify the SMTP configuration. Verify that the Internet Mail Service is installed and running. Verify that rerouting is correctly configured to route mail outbound to the Internet or intranet. Check the IMAP4 or POP3 client installation to verify the correct values. For more information, see the documentation included with the IMAP4 or POP3 client software.

You can't send to a user in the same site.

Reasons Actions

The message tracking log on one of the servers has run out of disk space. Check to see if the MTA is running on both servers. If not, check available disk space where the tracking log is stored.

The network connection between servers is down. Use link monitor to determine when the connection was last working. Use a server monitor to determine if all the services at both computers are working. Use the Administrator program or Performance Monitor to check queue lengths.

The private information store, MTA, or directory on one of the servers is not working. Use Performance Monitor or a server monitor to determine if the services are running.

Reasons	Actions
The message tracking log on one of the servers has run out of disk space.	Check to see if the MTA is running on both servers. If not, check available disk space where the tracking log is stored.
The network connection between servers is down.	Use link monitor to determine when the connection was last working. Use a server monitor to determine if all the services at both computers are working. Use the Administrator program or Performance Monitor to check queue lengths.
The private information store, MTA, or directory on one of the servers is not working.	Use Performance Monitor or a server monitor to determine if the services are running.

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

Reasons Actions

Mail does not arrive because either a server or the Internet Mail Service is down. Use the Administrator program message tracking facility to locate the problem.

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.

Reasons	Actions
Mail does not arrive because either a server or the Internet Mail Service is down.	Use the Administrator program message tracking facility to locate the problem.
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.

You can't send to a user on Microsoft Mail for AppleTalk Networks.

Reasons Actions

The address space is defined incorrectly. Follow the path (global routing report) and look for a circular route back to Microsoft Exchange Server.

The connector is down. Use server monitor or Performance Monitor to determine the status. On an MS Mail (AppleTalk) system, use the Mail Network Administrator program to verify that all servers respond to a global response report, and check queues on all servers by using the Server Report command on the Global menu.
Use the Windows NT Event Viewer to look for recent problems.

Use message tracking to confirm that the message was delivered to the connector.

Reasons	Actions
The address space is defined incorrectly.	Follow the path (global routing report) and look for a circular route back to Microsoft Exchange Server.
The connector is down.	Use server monitor or Performance Monitor to determine the status. On an MS Mail (AppleTalk) system, use the Mail Network Administrator program to verify that all servers respond to a global response report, and check queues on all servers by using the Server Report command on the Global menu. Use the Windows NT Event Viewer to look for recent problems. Use message tracking to confirm that the message was delivered to the connector.

You can't send to a user on Microsoft Mail for PC Networks.

Reasons Actions

The user has migrated to Microsoft Exchange Server, but the postoffice still exists. Use the MS Mail (PC) Administrator program to see if the postoffice still exists.

Mail is returned as non-deliverable because of circular routing. Use message tracking to follow the path of the message. Check the address space and routing definitions in each site and postoffice.

Mail is not moving in Microsoft Mail. If link monitor sends to the destination postoffice, check the current status. Check queues in MS Mail (PC) and determine if the External program or the MS Mail (PC) MTA are running normally.

The Microsoft Mail Connector is not working. Use server monitor or Performance Monitor to determine if the connector is running. Check the Windows NT application event log for errors. Use message tracking to trace the message to the connector.

The queue is too full. Increase the blocking factor.
Determine if the Mail directory is corrupted.

Reasons	Actions
The user has migrated to Microsoft Exchange Server, but the postoffice still exists.	Use the MS Mail (PC) Administrator program to see if the postoffice still exists.
Mail is returned as non-deliverable because of circular routing.	Use message tracking to follow the path of the message. Check the address space and routing definitions in each site and postoffice.
Mail is not moving in Microsoft Mail.	If link monitor sends to the destination postoffice, check the current status. Check queues in MS Mail (PC) and determine if the External program or the MS Mail (PC) MTA are running normally.
The Microsoft Mail Connector is not working.	Use server monitor or Performance Monitor to determine if the connector is running. Check the Windows NT application event log for errors. Use message tracking to trace the message to the connector.
The queue is too full.	Increase the blocking factor. Determine if the Mail directory is corrupted.

You can't send to a user on the same server.

Reasons Actions

The message tracking log has run out of disk space. Determine if the MTA is running. If not, check the available space on the disk where the tracking log is stored. The MTA is not needed for local delivery, but the message tracking log is.

The private information store or directory is not running. Use server monitor or Performance Monitor to determine if the services are running.

Reasons	Actions
The message tracking log has run out of disk space.	Determine if the MTA is running. If not, check the available space on the disk where the tracking log is stored. The MTA is not needed for local delivery, but the message tracking log is.
The private information store or directory is not running.	Use server monitor or Performance Monitor to determine if the services are running.

Mail is late or is lost.

Reasons Actions

The intermediate server or a component is down. Track the message to its current location and troubleshoot from there. If the route taken seems unusual, there may be a problem along the route.

The connection between sites is too slow for traffic. Use the Administrator program to check the queue size. Use Performance Monitor to compare that with the messages per second processed for that MTA.

Reasons	Actions
The intermediate server or a component is down.	Track the message to its current location and troubleshoot from there. If the route taken seems unusual, there may be a problem along the route.
The connection between sites is too slow for traffic.	Use the Administrator program to check the queue size. Use Performance Monitor to compare that with the messages per second processed for that MTA.