TROUBLESHOOTING TIPS For Outlook

TROUBLESHOOTING TIPS

WebCentral Pty Ltd 2004
Q. I have downloaded and installed Outlook 2003 as part of my PC & Web Access product.
I have tried setting up my email account but it is not working – what should I do?
A. The problem could be that your ISP is blocking port 135, which is a port that is required to
connect to Managed Exchange using Outlook 2003. Port 135 is sometimes blocked by ISP’s
because it can be targeted by viruses and other malicious exploits.
If this is the case then you will need to use RPC over HTTP to connect to Managed Exchange.
Full details regarding setting up your Outlook profile and migrating your email are available on the
“Install and Setup” page at www.managedexchange.com.au as part of the PC & Web Access
configuration guide.
Q. What if I don’t have the right system requirements for PC & Web Access, can I still use
PC & Web Access.
A. Yes, if you do not have the system requirements for RPC over HTTP, our technicians can
create a VPN connection to allow you to connect to Managed Exchange using Microsoft Outlook
2003. To organize a VPN connection, you will need to log a job in Mission Control, or call our
Technical Support team on 1800 800 099 (ext ‘1’).
Q. I am having problems creating a Public Folder. What do I need to do?
A. You will need to call our Technical Support team on 1800 800 099 (ext ‘1’) or log a job,
explaining the problem, in Mission Control. Please note that you will need to supply the error
message you see when trying to create a Public Folder to assist our technicians to resolve the
problem.
Q. I am receiving a message about a sync error, but I seem to be getting all my
information, is some of the data missing? How do I stop the error message?
A. Yes you are getting all your information and nothing is being lost in the sync. If this error
occurs it can be fixed very easily. You will need to call our Technical Support team on 1800 800
099 (ext. ‘1’) or log a job, explaining the problem, in Mission Control.
Q. Every time I open Microsoft Outlook 2003 it takes too long to log in, can this be sped
up?
A. Yes. The delays are caused by various attempts made by Outlook to establish communication
circuits to the Managed Exchange server. A .zip file containing optimized registry keys is
available and will speed up the logon process after they are installed on you PC. This .zip file can
be requested from our Technical Support team by logging a job in Mission Control or call them on
1800 800 099 (ext ‘1’).
Q. I can’t connect to Managed Exchange using Microsoft Outlook 2003 even though I have
set up the profile correctly.
A. Check with your mail administrator to make sure that they have enabled a PC & Web Access
mailbox and not a Web Access only mailbox. If they have enabled PC & Web Access and are
confident that the Outlook profile has been set correctly, then call technical support on 1800 800
099 (ext ‘1’).
TROUBLESHOOTING TIPS

WebCentral Pty Ltd 2004
Q. I have a Managed Exchange Web Access mailbox, how do I import my current data?
A. You cannot import data into your Managed Exchange mailbox using Outlook Web Access, you
must enable a PC & Web Access mailbox to be able to import the data using Outlook. Please
remember that you can upgrade and downgrade the mailboxes at any time, so you could enable
a PC & Web Access mailbox for a month, import your data, and then downgrade back to Web
Access.
Full instructions on importing existing data into a new PC & Web Access mailbox are available on
the “Install and Set Up” page on www.managedexchange.com.au
Alternatively, you can provide a .pst file with the relevant data to our Technical Support team and
they will upload your current data into your new mailbox for a fee of AUD$135.
Q. I already had my POP email with WebCentral but didn’t export my data when I changed
to Managed Exchange, is this data lost?
A. If you have downloaded the mail from the server, then our technical staff will not be able to
retrieve the data as the data will be stored on your machine. If you have used the PRF file to
change your profile in Outlook 2003, you will still be able to retrieve this information as the PRF
file only creates a new profile and does not delete the old profile. For instructions on how to find
the old profile and import the data please call our technical staff on 1800 800 099 (ext ‘1’) or log a
job in Mission Control.
All data that has not been downloaded from the server can be retrieved using your old profile.