Nortel Networks 150 Messages remain in the subscriber’s Outbox, Subscriber cannot send messages

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Chapter 4 Troubleshooting 57

Messages remain in the subscriber’s Outbox

On Microsoft Outlook, messages remain in the mail client outbox (not the CallPilot Message Store outbox). This problem can be caused by the migration from one server to another while maintaining the same Outlook client.

Remove the Outlook server, then re-add it to the subscriber’s profile.

To fix the Outbox:

1On the subscriber’s computer, on the Tools menu click Services. The Services dialog box appears.

2Select CallPilot Desktop Messaging.

3Press the Ctrl + Shift keys, and click Properties. The CallPilot Outbox Fix dialog box appears.

4Click the Fix outbox button.

The subscriber cannot send messages

The subscriber cannot send messages to AMIS or digital networking subscribers.

1Make sure that the subscriber is addressing the message correctly. Refer the subscriber to “Address Formats” in their online Help.

2Ensure the subscriber has the capability to send messages to AMIS and digital networking subscribers. Security concerns can restrict subscribers from composing messages to these types of subscribers.

The subscriber cannot send a CallPilot message

The subscriber cannot send a CallPilot message. When the subscriber clicks Send, an error message appears that says, “Error. Failed to send message.”

CallPilot Desktop Messaging Installation and Maintenance Guide

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Contents Part No. N0008714 November Trademarks Copyright 2004 Nortel NetworksContents Chapter Troubleshooting Index Contents N0008714 About CallPilot Desktop Messaging Hardware requirementsOptional hardware Related documents Software requirementsIntegrated clients Internet Mail clientsPresales Support Csan Where to get helpEmea Europe, Middle East, Africa Technical Support Ctas Cala Caribbean & Latin America Technical Support CtasRequirements for installing Desktop Messaging N0008714 Desktop Messaging and data network security Before you install Desktop MessagingImap Configuring IMAP/LDAP/SMTP servers for Desktop MessagingConfiguring Desktop Messaging with IP address only Configuring environments without a DNSConfiguring your system for Desktop Messaging N0008714 Installation information Chapter Installing and configuring Desktop MessagingUninstalling an earlier version of Desktop Messaging To uninstall a previous version of Desktop MessagingSetting up Microsoft Outlook 2000 in Corporate mode Installing Desktop Messaging Choosing which version of Desktop Messaging to installSupported 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 After you install Desktop Messaging To set the default email clientTo set the Timezone and Daylight Savings Time settings Using Outlook 2002 as an Internet mail client Configuring OutlookTo define the CallPilot mailbox settings To set Desktop Messaging optionsTo configure access to the CallPilot Address Book To configure text formattingMessage Format section, select Plain Text Configuring GroupWise for Desktop Messaging Configuring Novell GroupWiseRemoving the CallPilot Message Store To remove the CallPilot Message StoreClick the Volume Control tab To update the Mail database design manually Configuring Lotus NotesUpdating the Mail database Updating the database automaticallySelect the Show advanced templates check box Select Template ServerConfiguring an Imap account on Outlook or Outlook Express Configuring Internet Mail clientsInstalling and configuring Desktop Messaging Click the Directory Service tab From Send in this message format, select Plain Text Select the Send E-Mail using plain text only check boxConfiguring an Imap account on Netscape Messenger Configuring 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 an Imap account on Eudora Pro Configuring Eudora ProClick the OK button You return to the main screen From Encoding method, select MimeTesting the Eudora Pro Imap account Configuring an Ldap directory service for Eudora ProOn the Tools menu click Directory Services Click the Search Options tabObtaining the Desktop Messaging version number Troubleshooting during installationMicrosoft Outlook default mail client No authorization to perform this operationStart Update database design Troubleshooting Troubleshooting log on problems Invalid credentialsCallPilot Logon Failure Accessing CallPilot support tools in Outlook Troubleshooting Outlook 2002 problemsTo reset the CallPilot Message Store in Outlook To access the Outbox Fix utility in OutlookTroubleshooting Lotus Notes log on problems Subscribers cannot see CallPilot Desktop MessagingReplacing the Mail database design No entries in CallPilot Personal Name and Address Book On the Actions menu, select Download CallPilot Address BookCheck the CallPilot Address Book search base Subscriber has message access problems Troubleshooting after logging onSubscriber has problems sending messages CallPilot address book is emptySubscriber cannot send messages Messages remain in the subscriber’s OutboxSubscriber cannot send a CallPilot message Select CallPilot Desktop MessagingNon-delivery notification Unknown appears in the Sender field Subscriber has problems with receiving repliesDeleted messages remain in the subscriber’s mailbox Subscriber cannot delete messagesMessages no longer on server Change the Check for mail every minutes settingVoice message does not play on telephone Click User PreferencesTroubleshooting To access online Help Accessing Desktop Messaging online HelpUsing Desktop Messaging Support Tools Resetting the CallPilot message store for Microsoft OutlookFor Microsoft Outlook 98 Using CPTrace Using CPTraceIMAP/SMTP CP Trace settingsTroubleshooting N0008714 Index Index
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