Only able to open a saved email on a network drive once

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When a user saves an e-mail message to a network drive, local drive, or
network share, it can only be opened once. If the e-mail is then closed, any
attempts to view it again will get the message can't open
file:\\server\path\name.msg. The file may not exist, you may not have
permission to open it, or it may be open in another program. Right click the
folder that contains the file, and then click Propoerties to check your
permissions for the folder.
If Outlook is restarted, the e-mail can be opened only once again.
Also after the e-mail has been opened once and closed, if you attempt to
delete the e-mail from the drive, the message is:
Cannot delete name: it is being used by another person or program. Close any
programs that might be using the file and try again.
Permissions are fine.
Outlook 2003 (11.6359.6360) SP1
 
Hi Ron,

Thank you for posting here!

I'm really sorry that it takes so long time for us to respond to you in
this thread, due to our internal server synchronization issue. We apologize
for any inconvenience that the issue has caused. Please rest assured that
we are always here and try our best to help you solve the issue.

When we double-click a message file (.msg) to open it, actually we start
Outlook with the /f <file_name> option. Based on my research, this issue
may occur due to some third party add-ins in Outlook, such as QuickViewPlus
software. So I suggest that we follow the steps below to manually disable
all the third party add-ins in Outlook. In this way we check if this issue
is caused by the conflicts between Outlook and some third party add-ins.

1. Start Outlook and choose Tools --> Options.
2. On the Other tab, click Advanced Options...
3. Click Add-In Manager... and COM Add-Ins...
4. Click to clear all the checkboxes in the list.
5. Click OK three times to close the Options.
6. Restart Outlook.

Does this issue disappear now? If not, please go to the next steps.

1. If this issue persists, I suggest that we create a new Outlook profile.
A new profile is a new environment for us to use Outlook. To create a new
profile is only for a test to see if the problem is related to the corrupt
profile of Outlook. Creating new profile will not do any damage to the old
profile. Please follow the steps in the Microsoft KB article below:

How to create a new e-mail profile in Outlook 2003
http://support.microsoft.com/?id=829918

After we create a new profile, in Control Panel -> Mail -> on the General
tab, click to select "Prompt for a profile to be used". When we double
click to open an .msg file next time, select the newly-created Outlook
profile when prompted. Can we open .msg files multiple times now?

2. This issue may also occur if there are errors in Outlook. So I suggest
that we run the Detect and Repair tool in Outlook to find and fix errors in
Outlook.

(1) Open Outlook -> Help menu -> Detect and Repair...
(2) Check "Restore my shortcuts while repairing" box
(3) Click Start.
(4) Restart Outlook to check if the problem is fixed.

3. In case the steps above do not help resolve this issue, please help me
collect the following information:

(1) Please let me know the version of problematic operation system.
(2) I would like to confirm whether we can open other types of files
properly, such as .jpg or .doc files, which are under the same folder where
the .msg files are stored.

I hope the information above is helpful.

If anything in my post is unclear, feel free to let me know. I'm happy to
be of assistance.

Have a good day!

Thanks & regards,

Winfred Weng
Microsoft Online Partner Support

Get Secure! - www.microsoft.com/security

When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.

=====================================================
Business-Critical Phone Support (BCPS) provides you with technical phone
support at no charge during critical LAN outages or "business down"
situations. This benefit is available 24 hours a day, 7 days a week to all
Microsoft technology partners in the United States and Canada.

This and other support options are available here:

BCPS:
https://partner.microsoft.com/US/technicalsupport/supportoverview/40010469
Others: https://partner.microsoft.com/US/technicalsupport/supportoverview/

If you are outside the United States, please visit our International
Support page:
http://support.microsoft.com/common/international.aspx
=====================================================

This posting is provided "AS IS" with no warranties, and confers no rights.
 
Wendy
I removed the third party add-ins but the problem still manifested. I used a
new profile and the problem still occured. Detect and repair did not resolve
the problem - however, after running detect and repair I was able to open the
email once but not a second time.
The OS is listed as 5.12600 SP2 Build 2600. I can open other files without
problem on the network drives.

Regards
Ron
--
Ron McLay
IT Services Manager
Human Rights and Equal Opportunity Commission


"Winfred Weng [MSFT]" said:
Hi Ron,

Thank you for posting here!

I'm really sorry that it takes so long time for us to respond to you in
this thread, due to our internal server synchronization issue. We apologize
for any inconvenience that the issue has caused. Please rest assured that
we are always here and try our best to help you solve the issue.

When we double-click a message file (.msg) to open it, actually we start
Outlook with the /f <file_name> option. Based on my research, this issue
may occur due to some third party add-ins in Outlook, such as QuickViewPlus
software. So I suggest that we follow the steps below to manually disable
all the third party add-ins in Outlook. In this way we check if this issue
is caused by the conflicts between Outlook and some third party add-ins.

1. Start Outlook and choose Tools --> Options.
2. On the Other tab, click Advanced Options...
3. Click Add-In Manager... and COM Add-Ins...
4. Click to clear all the checkboxes in the list.
5. Click OK three times to close the Options.
6. Restart Outlook.

Does this issue disappear now? If not, please go to the next steps.

1. If this issue persists, I suggest that we create a new Outlook profile.
A new profile is a new environment for us to use Outlook. To create a new
profile is only for a test to see if the problem is related to the corrupt
profile of Outlook. Creating new profile will not do any damage to the old
profile. Please follow the steps in the Microsoft KB article below:

How to create a new e-mail profile in Outlook 2003
http://support.microsoft.com/?id=829918

After we create a new profile, in Control Panel -> Mail -> on the General
tab, click to select "Prompt for a profile to be used". When we double
click to open an .msg file next time, select the newly-created Outlook
profile when prompted. Can we open .msg files multiple times now?

2. This issue may also occur if there are errors in Outlook. So I suggest
that we run the Detect and Repair tool in Outlook to find and fix errors in
Outlook.

(1) Open Outlook -> Help menu -> Detect and Repair...
(2) Check "Restore my shortcuts while repairing" box
(3) Click Start.
(4) Restart Outlook to check if the problem is fixed.

3. In case the steps above do not help resolve this issue, please help me
collect the following information:

(1) Please let me know the version of problematic operation system.
(2) I would like to confirm whether we can open other types of files
properly, such as .jpg or .doc files, which are under the same folder where
the .msg files are stored.

I hope the information above is helpful.

If anything in my post is unclear, feel free to let me know. I'm happy to
be of assistance.

Have a good day!

Thanks & regards,

Winfred Weng
Microsoft Online Partner Support

Get Secure! - www.microsoft.com/security

When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.

=====================================================
Business-Critical Phone Support (BCPS) provides you with technical phone
support at no charge during critical LAN outages or "business down"
situations. This benefit is available 24 hours a day, 7 days a week to all
Microsoft technology partners in the United States and Canada.

This and other support options are available here:

BCPS:
https://partner.microsoft.com/US/technicalsupport/supportoverview/40010469
Others: https://partner.microsoft.com/US/technicalsupport/supportoverview/

If you are outside the United States, please visit our International
Support page:
http://support.microsoft.com/common/international.aspx
=====================================================

This posting is provided "AS IS" with no warranties, and confers no rights.
Click to expand...
 
Hi Ron,

Thank you for your prompt response.

Here I would like to confirm whether you can successfully open other types
of files (.jpg, .doc and so on) multiple times on the local disk. If so, we
can verify this problem is only related to Outlook email files (.msg).

If it is this case, I would like to provide you with the following
suggestions to further troubleshoot this problem:

Step 1: Rename cache files on your machine:
--------------------
Please perform a search on your computer to find the following files. After
we find them, please rename ".dat" to ".old". We use this step to clear the
cache files in case they are corrupt and cause this issue:

extend.dat
outcmd.dat
frmcache.dat
views.dat

Note: Some of them may not exist, but it should not matter. Since they may
reside on a hidden folder, before we perform the search, please enable the
"Show hidden files and folders" option.

Step 2: Disable third party antivirus software
--------------------
Based on my research, some third party firewalls or antivirus programs may
cause this issue. So I suggest that we temporarily disable all the
firewalls and antivirus programs on the problematic systems and test again
whether the problem still exists.

Step 3: Start Windows Safe Mode with Networking Support
--------------------
1. Click Start -> Shut Down, click Restart, and then click OK.
2. As the system reboots, keep tapping the "F8" key to bring up the Windows
Startup Menu.
3. Use the arrow keys to select the Safe Mode with Networking Support
option, and then press ENTER.
4. Open Outlook Express and monitor if the problem still exists.

Step 4: Create a new Windows account
--------------------
This issue may also occur if the current Windows account has been
corrupted. Please create a new Windows account with the administrative
privileges in Windows XP and test the issue again. For more information,
you can read the following Microsoft KB article:

279783 HOW TO: Create and Configure User Accounts in Windows XP
http://support.microsoft.com/?id=279783

Hope this helps resolve the issue on your side. Please try the suggestions
above and let me know the results at your earliest convenience.

Have a good day!

Thanks & regards,

Winfred Weng
Microsoft Online Partner Support
 
Winfred

I am able to open other file formats without issue on the network drive.
I renamed the outcmd.dat file but this did not resolve the issue.
(outcmd.dat was the only file to appear in the search)
I disabled the anti virus program but this did not resolve the problem.
I started windows in safe mode with networking and the error was the same.
I have used several diferent profiles without success.
What should I try next?
Regards
Ron

--
Ron McLay
IT Services Manager
Human Rights and Equal Opportunity Commission


"Winfred Weng [MSFT]" said:
Hi Ron,

Thank you for your prompt response.

Here I would like to confirm whether you can successfully open other types
of files (.jpg, .doc and so on) multiple times on the local disk. If so, we
can verify this problem is only related to Outlook email files (.msg).

If it is this case, I would like to provide you with the following
suggestions to further troubleshoot this problem:

Step 1: Rename cache files on your machine:
--------------------
Please perform a search on your computer to find the following files. After
we find them, please rename ".dat" to ".old". We use this step to clear the
cache files in case they are corrupt and cause this issue:

extend.dat
outcmd.dat
frmcache.dat
views.dat

Note: Some of them may not exist, but it should not matter. Since they may
reside on a hidden folder, before we perform the search, please enable the
"Show hidden files and folders" option.

Step 2: Disable third party antivirus software
--------------------
Based on my research, some third party firewalls or antivirus programs may
cause this issue. So I suggest that we temporarily disable all the
firewalls and antivirus programs on the problematic systems and test again
whether the problem still exists.

Step 3: Start Windows Safe Mode with Networking Support
--------------------
1. Click Start -> Shut Down, click Restart, and then click OK.
2. As the system reboots, keep tapping the "F8" key to bring up the Windows
Startup Menu.
3. Use the arrow keys to select the Safe Mode with Networking Support
option, and then press ENTER.
4. Open Outlook Express and monitor if the problem still exists.

Step 4: Create a new Windows account
--------------------
This issue may also occur if the current Windows account has been
corrupted. Please create a new Windows account with the administrative
privileges in Windows XP and test the issue again. For more information,
you can read the following Microsoft KB article:

279783 HOW TO: Create and Configure User Accounts in Windows XP
http://support.microsoft.com/?id=279783

Hope this helps resolve the issue on your side. Please try the suggestions
above and let me know the results at your earliest convenience.

Have a good day!

Thanks & regards,

Winfred Weng
Microsoft Online Partner Support
Click to expand...
 
Hi Ron,

Thank you for your reply. I'm sorry to hear that this issue still occurs
after we performed all the troubleshooting steps.

Here I would like to list the following summary of what we have tried to
troubleshoot this issue:

1. Manually disable Outlook add-in (exclude third party add-in conflicts)
2. Create a new profile (a new environment for us to use Outlook).
3. Rename cache files (clear Outlook cache).
4. Detect and repair Outlook (check Outlook errors).
5. Start Windows Safe Mode with Networking Support (exclude third party
program conflicts).
6. Create a new Windows account (a new environment to use Windows)

Regarding the current situation, it appears that there are some deep errors
or corrupt in Office. Therefore, I suggest that we completely remove and
reinstall Office 2003 to check this issue. Complete uninstalling includes
deleting related files and Registry keys. Thank you for your time. To do
this, please follow the steps as below:

Note: Before you perform the following steps, you can refer to the
following Microsoft KB articles to back up the Outlook data and Office
program settings. These articles also apply to Office 2003.

287070 OL2002: How to Back Up, Restore, or Move Outlook Data
http://support.microsoft.com/?id=287070

312978 HOW TO: Use the Save My Settings Wizard to Back Up Settings in
Office XP
http://support.microsoft.com/?id=312978

1. Start Control Panel -> "Add or Remove Programs"
2. Find the Office 2003 entry in the list and click Remove to remove Office
2003.
3. After this, click Start menu-> Run, type "regedit" (without the
quotation marks) in the Open box and press Enter.
4. Locate the following two registry keys. Export them for a backup. Then
please delete them.

HKEY_CURRENT_USER\Software\Microsoft\Office\11.0
HKEY_LOCAL_MACHINE\Software\Microsoft\Office\11.0

5. Rename the "Microsoft Office" folder located in the C:\Program Files.
6. Click Start -> Control Panel -> Folder Options -> on the View tab,
select the "Show hidden files and folders" check box.
7. Rename the Office Mapi folder. By default, this folder is: C:\program
files\common files\system\msmapi
8. Click Start menu-> Run, type "%Temp%" (without the quotation marks) in
the Open box and press Enter.
9. Empty the Temp folder.
10. Empty the Recycle Bin.
11. Restart your computer and then install a full version of Office 2003.
12. After this, please visit the following link and install Office 2003
SP1.

Office 2003 Service Pack 1:
http://www.microsoft.com/downloads/details.aspx?FamilyId=9C51D3A6-7CB1-4F61-
837E-5F938254FC47&displaylang=en

Hope this helps resolve the issue. If you encounter any difficulties, feel
free to let me know.

Have a good day!

Thanks & regards,

Winfred Weng
Microsoft Online Partner Support
 
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