Nortel Networks 150 manual Chapter Troubleshooting

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4Contents

Removing the CallPilot Message Store	. . . 33
Configuring GroupWise for Desktop Messaging	. . . 33
Configuring Lotus Notes	. . . 35
Updating the Mail database	. . . 35
Updating the database automatically	. . . 35
Updating the database manually	. . . 35
Configuring Internet Mail clients	. . . 37
Configuring Outlook Express or Outlook in Internet Mail mode	. . . 37
Configuring an IMAP account on Outlook or Outlook Express	. . . 37
Configuring an LDAP directory service for Outlook Express or Outlook	. . . 39
Configuring special settings for Outlook Express or Outlook in Internet Mail mode 40
Testing the Outlook Express or Outlook in Internet Mail mode IMAP account	. . . 40
Configuring Netscape Messenger 4.x	. . . 41
Configuring an IMAP account on Netscape Messenger	. . . 41
Configuring an LDAP directory service for Netscape Messenger	. . . 43
Configuring Netscape Messenger 6.2	. . . 44
Configuring an IMAP account on Netscape Messenger	. . . 44
Configuring an LDAP directory service for Netscape Messenger	. . . 45
Testing the Netscape Messenger IMAP account	. . . 45
Configuring Eudora Pro	. . . 46
Configuring an IMAP account on Eudora Pro	. . . 46
Configuring an LDAP directory service for Eudora Pro	. . . 48
Testing the Eudora Pro IMAP account	. . . 48
Chapter 4
Troubleshooting	. . . 49
Troubleshooting during installation	. . . 49
Microsoft Outlook default mail client	. . . 50
No authorization to perform this operation	. . . 50
Troubleshooting log on problems	. . . 52
Invalid credentials	. . . 52
CallPilot Logon Failure	. . . 52
Troubleshooting Outlook 2002 problems	. . . 53
Accessing CallPilot support tools in Outlook 2002	. . . 53
Troubleshooting Lotus Notes log on problems	. . . 54
Subscribers cannot see CallPilot Desktop Messaging	. . . 54
Replacing the Mail database design	. . . 54
No entries in CallPilot Personal Name and Address Book	. . . 55
The dynamic link library nNOTES.dll could not be found in the specified path 55
You download the CallPilot address book and 0 entries are found	. . . 55
Troubleshooting after logging on	. . . 56
The CallPilot address book is empty	. . . 56

N0008714 02

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Contents Part No. N0008714 November Copyright 2004 Nortel Networks TrademarksContents Chapter Troubleshooting Index Contents N0008714 Hardware requirements About CallPilot Desktop MessagingOptional hardware Software requirements Related documentsIntegrated clients Internet Mail clientsWhere to get help Presales Support CsanEmea Europe, Middle East, Africa Technical Support Ctas Cala Caribbean & Latin America Technical Support CtasRequirements for installing Desktop Messaging N0008714 Before you install Desktop Messaging Desktop Messaging and data network securityConfiguring IMAP/LDAP/SMTP servers for Desktop Messaging ImapConfiguring environments without a DNS Configuring Desktop Messaging with IP address onlyConfiguring your system for Desktop Messaging N0008714 Chapter Installing and configuring Desktop Messaging Installation informationTo uninstall a previous version of Desktop Messaging Uninstalling an earlier version of Desktop MessagingSetting up Microsoft Outlook 2000 in Corporate mode Choosing which version of Desktop Messaging to install Installing Desktop MessagingSupported languages Installing only the CallPilot Player Installing Desktop Messaging version 2.0 or Installing and configuring Desktop Messaging Installing and configuring Desktop Messaging Installing and configuring Desktop Messaging Installing and configuring Desktop Messaging Installing and configuring Desktop Messaging Installing Desktop Messaging version Installing and configuring Desktop Messaging Installing and configuring Desktop Messaging Installing and configuring Desktop Messaging Installing and configuring Desktop Messaging To set the default email client After you install Desktop MessagingTo set the Timezone and Daylight Savings Time settings Configuring Outlook Using Outlook 2002 as an Internet mail clientTo define the CallPilot mailbox settings To set Desktop Messaging optionsTo configure text formatting To configure access to the CallPilot Address BookMessage Format section, select Plain Text Configuring Novell GroupWise Configuring GroupWise for Desktop MessagingRemoving the CallPilot Message Store To remove the CallPilot Message StoreClick the Volume Control tab Configuring Lotus Notes To update the Mail database design manuallyUpdating the Mail database Updating the database automaticallySelect Template Server Select the Show advanced templates check boxConfiguring Internet Mail clients Configuring an Imap account on Outlook or Outlook ExpressInstalling and configuring Desktop Messaging Click the Directory Service tab Select the Send E-Mail using plain text only check box From Send in this message format, select Plain TextConfiguring Netscape Messenger Configuring an Imap account on Netscape MessengerFrom the Mail & Newsgroups category, select Messages Configuring an Ldap directory service for Netscape Messenger On the Tasks menu, select Mail & Newsgroups Testing the Netscape Messenger Imap account Configuring Eudora Pro Configuring an Imap account on Eudora ProFrom Encoding method, select Mime Click the OK button You return to the main screenConfiguring an Ldap directory service for Eudora Pro Testing the Eudora Pro Imap accountOn the Tools menu click Directory Services Click the Search Options tabTroubleshooting during installation Obtaining the Desktop Messaging version numberNo authorization to perform this operation Microsoft Outlook default mail clientStart Update database design Troubleshooting Invalid credentials Troubleshooting log on problemsCallPilot Logon Failure Troubleshooting Outlook 2002 problems Accessing CallPilot support tools in OutlookTo reset the CallPilot Message Store in Outlook To access the Outbox Fix utility in OutlookSubscribers cannot see CallPilot Desktop Messaging Troubleshooting Lotus Notes log on problemsReplacing the Mail database design On the Actions menu, select Download CallPilot Address Book No entries in CallPilot Personal Name and Address BookCheck the CallPilot Address Book search base Troubleshooting after logging on Subscriber has message access problemsSubscriber has problems sending messages CallPilot address book is emptyMessages remain in the subscriber’s Outbox Subscriber cannot send messagesSubscriber cannot send a CallPilot message Select CallPilot Desktop MessagingNon-delivery notification Subscriber has problems with receiving replies Unknown appears in the Sender fieldDeleted messages remain in the subscriber’s mailbox Subscriber cannot delete messagesChange the Check for mail every minutes setting Messages no longer on serverVoice message does not play on telephone Click User PreferencesTroubleshooting Accessing Desktop Messaging online Help To access online HelpResetting the CallPilot message store for Microsoft Outlook Using Desktop Messaging Support ToolsFor Microsoft Outlook 98 Using CPTrace Using CPTraceCP Trace settings IMAP/SMTPTroubleshooting N0008714 Index Index

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