Error 0x800ccc13

[elrighto]

I am running outlook 2007, vista home premium 32bit on a dell 1525, with the
free McAfee that is available to comcast users.

Ran fine for 5 months, suddenly can only recieve email through POP, but can
not send. Get the error message in subject line.

I have tried the Tools/Account Settings - Repair function and everhting
came back OK, and also , also logged onto ISP and changed password, and
changed back in outlook with same results. Also went through the
"Tools/Account Settings" - Change and "Test Account Settings" and again
everything returned OK - however I get the same error when I hit Send/Return.


I read in a previous thread that McAfee may be an issue, but it ran from day
1 with McAfee fine, so I am hesitant to uninstall unless I really need too.

A few days prior to this I started getting two start up errors, apparently
unrelated to Outlook, both bttray.exe fails as well as digital line detect.

Any suggestions to debug this?

Thanks in advance for any help.

~elrighto

 

[N. Miller]

I am running outlook 2007, vista home premium 32bit on a dell 1525, with the
free McAfee that is available to comcast users.

Ran fine for 5 months, suddenly can only recieve email through POP, but can
not send. Get the error message in subject line.

I have tried the Tools/Account Settings - Repair function and everhting
came back OK, and also , also logged onto ISP and changed password, and
changed back in outlook with same results. Also went through the
"Tools/Account Settings" - Change and "Test Account Settings" and again
everything returned OK - however I get the same error when I hit Send/Return.


I read in a previous thread that McAfee may be an issue, but it ran from day
1 with McAfee fine, so I am hesitant to uninstall unless I really need too.

A few days prior to this I started getting two start up errors, apparently
unrelated to Outlook, both bttray.exe fails as well as digital line detect.

Any suggestions to debug this?

Surely there is more to the error message than just "Error 0x800ccc13". I
could Google that error code; probably come up with the same dozen
possibilities as you would find. There is almost always a verbose component
of the error message that accompanies that error code, and helps to refine
any response. That said...McAfee is junk. At the least, reinstall it wihout
AV email scanning. It is redundant, and prone to problems, especially with
MSFT email clients. And Comcast is very aggressive at putting a port 25
blocking modem config file on their customers. If you have that switching to
port 587 will work. Be sure to set your client for "My server requires
authentication".

More ideas will have to await a detailed error message.

 

[elrighto]

Sure here is the text of the error message:

quote
! Task '(e-mail address removed) - Sending' reported error (0x800CCC13) :
'Cannot connect to the network. Verify your network connection or modem.'
end quote

I went through Tools account settings and verified through "test account
setting" that the connection was good. Internet works, and can recieve email
just not send.

I am afraid I don't know what port 25 and port 587 are, but will investigate
further, thanks for the heads-up on McAfee. I had some problems with Norton
on a previous computer and vowed to never use them again, so took the freebie
from comcast.

Thanks for your reponse, I appreciate the help and advice.

~elrighto

 

[elrighto]

I checked and port is 587 not 25

Sure here is the text of the error message:

quote
! Task '(e-mail address removed) - Sending' reported error (0x800CCC13) :
'Cannot connect to the network. Verify your network connection or modem.'
end quote

I went through Tools account settings and verified through "test account
setting" that the connection was good. Internet works, and can recieve email
just not send.

I am afraid I don't know what port 25 and port 587 are, but will investigate
further, thanks for the heads-up on McAfee. I had some problems with Norton
on a previous computer and vowed to never use them again, so took the freebie
from comcast.

Thanks for your reponse, I appreciate the help and advice.

~elrighto

 

[N. Miller]

I checked and port is 587 not 25

Of course not! Port 587 is port 587. There is only one port 587.

The problem is, Comcast will block outbound port 25 on the flimsiest excuse.
When they do that, then your client (MS Outlook) can't reach the message
submission server using port 25. Your verbose error:

| ! Task '(e-mail address removed) - Sending' reported error (0x800CCC13) :
| 'Cannot connect to the network. Verify your network connection or modem.'

That suggests that your port 25 access is being blocked by Comcast. In that
event, you should change your outgoing server port to port 587. And you have
to check, "My server requires authenticatino"; or whatever is the equivalent
in MS Outlook. I don't use OL, myself, but I expect it is similar to MSOE in
configuration. Account Properties, Advanced tab. Change from port 25 to port
587.

 

[N. Miller]

Of course not...

Okay, I just re-read your post, and see what you mean. Next step is to check
that you have selected, "My server requires authentication". I am reasonably
certain that Comcast requires authentication for port 587 access. Unlike
port 25 access, which can authenticate a connection through an ACL check of
your connecting IP address (only a Comcast IP address can use the server on
port 25), port 587 always requires authentication, because the server can be
accessed from outside of the Comcast IP network, and Comcast needs to
control access (so that only Comcast users have access).

 

[elrighto]

The original Outgoing Server (SMTP) was 587. That was in use when the
trouble started. Nothing was changed, and the error appeared. I believe the
encrypted connection at that point was TSL.

Today during a chat with comcast support they had me change the outgoing
server to 465 with SSL encryption. The error still occurs for sending only.
Also during that chat, they had me send email from the account's webmail and
it worked for both sending and receiving. Based on that they guessed that
the problem was local on the machine.

Interesting because during a similar chat with Dell they guessed that the
problem was almost certainly with the server settings with comcast. However
they said that if it turns out that it is not on the ISP end or the server
settings within outlook that I need to contact Microsoft directly. That is
what I am about to do after I send this.

Based on this information, and the fact that two other programs apparently
stopped working correctly (the Blue tooth tray program bttray.exe and the
digital line program that apparently had bad dll's) I am guessing it is
something askew with an outlook executable. However I ran the office repair
utility from disk last night with no apparent progress.

Thanks for your time and suggestions.

~elrighto

 

[elrighto]

After an extended remote help session with Dell - we confirmed the following:

- windows mail sends and recieves fine from account.

- after an uninstall and reinstall of outlook the same problem occurs.

Pretty much at wits end here - this is a new computer and Outlook
unfortunately is a "must-have" for the primary user (someone other than me -
I am not an outlook user)

Does anyone have any ideas what this could be?

 

[N. Miller]

"N. Miller" wrote:

The original Outgoing Server (SMTP) was 587. That was in use when the
trouble started. Nothing was changed, and the error appeared. I believe the
encrypted connection at that point was TSL.

I was not aware that Comcast was requiring TLS on port 587. I don't know how
MS Outlook handles TLS; MS Outlook Express and Windows Mail handle it badly.
Very badly. But I would suggest trying port 587 without TLS. (SSL, a related
protocl, is never used with port 587, that I know of.)

Today during a chat with comcast support they had me change the outgoing
server to 465 with SSL encryption. The error still occurs for sending only.
Also during that chat, they had me send email from the account's webmail and
it worked for both sending and receiving. Based on that they guessed that
the problem was local on the machine.

Sending through web mail proves nothing about the interaction between an
SMTP mail user agent (MS Outlook) and the SMTP message submission server.
They are two entirely separate processes.

Interesting because during a similar chat with Dell they guessed that the
problem was almost certainly with the server settings with comcast. However
they said that if it turns out that it is not on the ISP end or the server
settings within outlook that I need to contact Microsoft directly. That is
what I am about to do after I send this.

I am inclined to believe it is some issue with MS Outlook. I've seen people
run into problems on port 465 with SSL when MS Outlook (older versions than
2007) does not have the latest patches, or there is a corrupt personal
security certificate, or Windows Live One Care is installed. All three case
are cured by:

Patching MS Outlook at the Windows Update site.
Deleting the corrupt security certificate.
Uninstalling Windows Live One Care.

And, as I said, I don't believe that Comcast requires using TLS with port
587. Try it without, and see what happens.

Based on this information, and the fact that two other programs apparently
stopped working correctly (the Blue tooth tray program bttray.exe and the
digital line program that apparently had bad dll's) I am guessing it is
something askew with an outlook executable. However I ran the office repair
utility from disk last night with no apparent progress.

Thanks for your time and suggestions.

You're welcome.

 

[Brian Tillman [MVP - Outlook]]

Today during a chat with comcast support they had me change the outgoing
server to 465 with SSL encryption. The error still occurs for sending
only.
Also during that chat, they had me send email from the account's webmail
and
it worked for both sending and receiving. Based on that they guessed that
the problem was local on the machine.

While it may be true that there is a local problem, drawing that conclusion
because web-based mail works is erroneous. Web-based mail doesn't use the
SMTP protocol and may not even use the SMTP server that Outlook is trying to
reach.

Interesting because during a similar chat with Dell they guessed that the
problem was almost certainly with the server settings with comcast.
However
they said that if it turns out that it is not on the ISP end or the server
settings within outlook that I need to contact Microsoft directly. That
is
what I am about to do after I send this.

If Outlook was bundled with your PC and is an OEM version, then Microsoft
may tell you that your PC vendor is responsible for all support.

 

[Brian Tillman [MVP - Outlook]]

After an extended remote help session with Dell - we confirmed the
following:

- windows mail sends and recieves fine from account.

- after an uninstall and reinstall of outlook the same problem occurs.

Pretty much at wits end here - this is a new computer and Outlook
unfortunately is a "must-have" for the primary user (someone other than
me -
I am not an outlook user)

What I'd do at this point is to create a brand new mail profile and if I
could, import the account settings from the working mail application. I'm
not at my Outlook 2007 system, but it should have File>Import and
Export>Import Internet Mail Account Settings

 

[elrighto]

Thank you Norman and Brian for great information. It most certainly is local
software. I had a Dell chat where they remotely re-did the configuration and
it did not work. Then tried the same configuration using Windows mail and
that worked fine. Dell set it up to use 587 w/ TSL and comcast earlier had
used 465 (I think that was the number I am on a different machine now) with
SSL but other than that the settings were identical.

So after uninstalling office, reinstalling, getting updates etc (all updates
and drivers were installed prior to this issue occuring) and getting the same
reply I am going to talk to someone at Dell which I guess is my only option.

During a disk scan there was a bad sector found in the windows folder. My
guess is that may have been the original problem. I believe that all three
programs that malfunctioned (blue tooth tray, digital line detect and
outlook) all had one bad dll in each. The vexing thing to me is why a
reinstall did not fix that however, so perhaps instead there is a deeper
Vista error.

Thanks again for both of your responses, another learning experience.

~elrighto