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Outlook Web Access Troubleshooting

This page contains a list of known problems accessing the new Outlook Web
Access (OWA) e-mail system, and fixes for the problems (if known).

General OWA Behavior Problems

If OWA is behaving strangely or in unexplained ways, you might try these things to get a "clean slate" in Internet Explorer.  This could fix some of the problems.

Clean out any stored cookie files
- Tools...Internet Options....Delete Cookies...answer OK to the prompt

Clean out all temporary files cached on your computer
- Tools....Internet Options....Delete Files  (choose to delete all Off-line content).  Click OK.

Remove all downloaded plug-ins and let them re-install, in case any have become corrupted.
- Exit from Internet Explorer
- Open Windows Explorer, and browse to C:\WINDOWS\Downloaded\Program Files.  (it is possible that the directory name could be different from what is shown here, if Windows was installed to a different directory)  You should see things like ActiveX controls, Class files, Object files, Control files.   Delete all of these.   They will be re-downloaded by Internet Explorer as needed.

 

Problems with OWA Login/Display on Windows 98
Problem:
     OWA screens do not display completely on Windows 98 computers, or they have a strange appearance to them.

Fix :  Install the latest version of Internet Explorer (6.0, Service Pack 1), and the Micrsoft .NET Framework 1.1 on your Windows 98 computer.   This should correct any issues you have with OWA.  These items can be downloaded directly from Microsoft:

Internet Explorer 6.0 Service Pack 1
http://www.microsoft.com/downloads/details.aspx?FamilyID=1e1550cb-5e5d-
48f5-b02b-20b602228de6&displaylang=en

Microsoft .NET Framework 1.1
http://www.microsoft.com/downloads/details.aspx?FamilyID=262d25e3-f589-
4842-8157-034d1e7cf3a3&displaylang=en

 

OWA Timeouts Are Too Short

Choosing "Private Computer" when you log into OWA, and you will be able to stay logged in for 24 hours.   "Public Computer" will log you off after 15 minutes.

 

Change Password Utility doesn't work on I-Macs

When you choose "Options" then "Change Password", this is not working on I-Macs.  The screen comes up OK, but any attempt to change the password results in an "Error -2147023570" or "Invalid Username or Password".   This appears to be a limitation of the change password utility itself. We have not found a way to make this work.

Inbox message list stays at "Loading..." on Windows XP

This COULD be caused by not having a default language selected in Internet Explorer.  To resolve this problem  follow these steps:

  1. Open Internet Explorer.
  2. On the Tools menu, click Internet Options.
  3. On the General tab, click Languages, click Add, click the  language that you want to add (should be English-United States) , and then click OK two times.
  4. Close all open browser windows.

 

Clicking Certain Items in OWA launches the Office Installer

There is a registry entry that needs changed if you encounter this problem. Complete instructions can be found at either of these two links:

http://www.cgnet.com/currentsupport/outlookwebaccess/owaandoffice.htm

OR

http://support.microsoft.com/default.aspx?scid=kb;en-us;298110

 

Very Long Times Getting the OWA Login Screen to Come Up

If your computer is taking a very long time (30 seconds to a minute) before showing you a security warning, then proceeding to the login page, this can be fixed by installing the LACA Root Certificate into Internet Explorer.

Follow the directions at this link:

http://www.laca.org/exchange/RootInstallInstructions.htm