Problems concerning Outlook Express 4

Why does Outlook Express keep asking for a password when I collect my mail?
If I look at the details of the error message, it says '...check whether you have entered the server names correctly.'?
Why do I receive the error: 'Unable to get the Dial-Up Network information needed to dial World Online...'?
Why do I receive a 'time out' when I collect my mail?
I can connect to the Internet, but I cannot send or receive mail. (ISDN)
When I look at the details of the error message, it states: 'The message could not be sent because the server refused the sender's e-mail address'.
When I look at the details of the error message, it says '...Log on using Secure Password Authentication.'.

1. Why does Outlook Express keep asking for a password when I collect my mail?

The problem is caused by the fact the username was entered incorrectly. This is caused by the fact that during the wizard installation of a new e-mail account, Outlook Express automatically places the e-mail address on the position where your user name should occur. If this is equal to the user name, this will not cause problems. However, if you use a so-called alias for an e-mail address (which you can recognise by the dot, that is part of the name, like in bob.smith@worldonline.cz), this is incorrect. Re-entering the password again and again will have no effect. This can be solved in the following way:

	Click the Tools menu.
	Click on Account. A new screen will be displayed. In this screen, click on the Mail tab. Click on the button Properties and next go to the Servers tab .
	For Account name enter your user name and for Password your password. Next click OK to confirm the change and close the screen with the Internet account by clicking close. Click on Outbox and remove every e-mail you composed before you made your changes. Close and restart Outlook Express. The problem is solved now.

2. When I look at the details of the error message, it says '...check whether you have entered the server names correctly.'?

Top of page

The server names are the names of the mail servers, the so-called incoming mail server, that can be found in your confirmation of subscription, (for instance: pop3-5.worldonline.cz) and outgoing mail server (this is always: smtp.worldonline.cz). These mail servers can be described as some kind of virtual mailboxes, you can use to send (SMTP) and receive (POP3) your e-mail. If these names are not entered correctly, it will not be possible to send and receive your mail. You can check this in the following way:

	Go to the Tools menu.
	Click on Account. A new screen will be displayed. In this screen, click on the Mail tab. Click on the Properties button and then go to the Servers tab.
	The first field contains the Server for Outgoing mail (SMTP). In the box you can enter: smtp.worldonline.cz The second field contains the Server for Incoming mail (POP3). Please enter the name of your incoming mail server here, for instance : pop3-5.worldonline.cz Next click OK to confirm the changes and click close to leave the screen with the Internet account . Click on Outbox and remove every e-mail you composed before you made your changes. Close and restart Outlook Express. The problem is solved now.

3. Why do I receive the error: 'Unable to get the Dial-Up Network information needed to dial World Online...'?

Top of page

NOTE! We used the name World Online, but a different name can be seen in the error (for instance: 'Unable to get the Dial-Up Network information needed to dial Klik hier voor uw lokale inbelnummer ), this does not change the importance of checking some settings.

In case this problem occurs ask yourself whether you can establish a connection using the Internet Explorer. If that is not possible either, please see this CHAPTER' of this attachment.

If you can connect with the Internet Explorer, but not with Outlook Express, then Outlook Express must be using a different dial-up connection. The fact is, you can set-up your computer to dial to different remote computers. This means you can use a connection for the Internet, one for remote banking and one for your work.

If Outlook Express asks you whether you want to make a connection, please choose the same connection you use for the Internet Explorer. If Outlook Express connects directly at start-up and does not use the same connection the Internet Explorer uses, you can click here to change these settings

You are now ready to check a few things

	Go to the Tools menu.
	Click on Account. A new screen will be displayed. In this screen, click on the Mail tab. Click on the Properties button and then go to the Connection tab.
	Select the option Connect using the Internet Exporer`s or a 3rd party dialer and Outlook will use the same connection the Internet Explorer uses, from now on.

CONNECT AUTOMATICALLY

If Outlook Express connects automatically at start-up and does not use the same connection the Internet Explorer uses, you can change this in the following way:

	Go to the Tools menu.
	Click on Options. A new screen will be displayed. In this screen, click on the Dial Up tab. Select the following option: Ask me if I would like to dial a connection. Next click OK and the problem will be solved.

4. Why do I receive a 'time out' when I collect my mail?

Top of page

There are 2 causes for this problem, namely:

1. The connection is unstable.
2. An e-mail message is waiting for collection, but is 'to big' to receive.

First check whether all settings for the connection are set correctly. Do this by clicking here. Are all settings correct and you are still not able to collect your mail, there are 2 more solutions for this problem:

1. You can try collect your message with a different mail program. The program 'Eudora Light' is a good alternative. You can download it at the service desk pages of World Online.

2. You can remove the message using the program E-Remove. You can download this program by clicking here. How to install and use this program is bescribed below.

INSTALLATION E-Remove

Note: Our helpdesk does not support this product!

	First, a welcome screen will be showed.Click Next here.
	The program will now require some information. As you can see, there are 4 fields to be entered: User ID - This is where you enter the user name. Password - Please enter your password here (Selecting the option save will make sure the password will be saved). Pop Server - Here you enter the name of the incoming mail server. For instance pop3.worldonline.cz Port - This is set to 110 by default, you do not have to change this. After entering all these settings, click Next.
	To check which mail must be retrieved, select the option I want to retrieve mail headers using account below and click 'Next.
	Now your mail box will be checked for new messages.
	In this screen you can see the awaiting mail. Here you will see the following fields: Size - The size of the message. Date - The date and time on which the messages was sent. From - The name of the sender. Subject - The subject. To remove the message, select the message and click you on the Next button on the bottum.
	Click Yes to remove the message or click No to keep the message. NOTE! Removal cannot be undone!
	After the message has been removed, you will receive a confirmation. Click Restart to run the program again, or Finish to close the program.

5. I can connect to the Internet, but I cannot send or receive mail. (ISDN)

Top of page

These settings do not apply, unless you connect using an ISDN adapter. This problem is caused by an incorrect setting in the connection. To check whether the correct option is selected while connecting with ISDN, you can follow the steps below.

	Double-click on My computer.
	Double-click on Dial-Up Networking.
	Here you will find an icon that refers to the connection to World Online. Click with your right mouse button on the World Online icon and select Properties from the menu.
	The new screen that will be displayed, looks like the example on the left. On the bottom of this screen you will see Connect using.. A number of choices can be made here. Is the ISDN adapter set to X.25 or V120 then this is the cause of the problem. You can choose here between so-called channels of the ISDN adapter (channel 0 or 1). Once you select one of these two channels and continue by closing all screens, the problem will be solved. If you can NOT select one of these channels, or you experience problems connecting after you have made this change, please contact the supplier of the ISDN adapter. This must be the cause of the problem.

6. When I look at the details of the error message, it states : 'The message could not be sent, because the server rejected the sender's e-mail address.

Top of page

In that case, your e-mail address is not entered correctly in the program. The enter the e-mail address correctly:

	Go to the Tools menu.
	Click on Accounts. A new screen will be displayed. In this screen click on the Mail tab.
	In the fields E-mail address and Reply address please enter your e-mail address. Next click OK to confirm the changes and close the screen with the Internet account by clicking close. Click on Outbox and remove every e-mail you composed before you made your changes. Close and restart Outlook Express. The problem is solved now.

7. When I look at the details of the error message, it says '...Log on using Secure Password Authentication.'

Top of page

The server names are the names of the mail servers, the so-called incoming mail server, that can be found in your confirmation of subscription, (for instance: pop3-5.worldonline.cz) and outgoing mail server (this is always: smtp.worldonline.cz). These mail servers can be described as a kind of virtual mailboxes, you can use to send (SMTP) and receive (POP3) your e-mail. When these names are not entered correctly, it will not be possible to send and receive mail. You can check this in the following way:

	Go to the tools menu.
	Click on Accounts. A new screen will be displayed. In this screen click on the Mail tab. Click on the Properties button and then go to the Servers tab.
	Here you will see that the option Log on using Secure Password Authentication is checked. Uncheck this option. For Account name enter your user name and for Password your password. Next click OK to confirm the change and close the screen with the Internet account by clicking close. Click on Outbox and remove every e-mail you composed before you made your changes. Close and restart Outlook Express. The problem will be solved.

Top of page