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Users can't access Outlook e-mails from remote locations

I have one MS exchange server on my network. My users complain some times they can't access their Outlook e-mails from remote locations. They use Securemote to create a tunnel from the Internet to my network. What could be the problem?

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You need to determine whether this is a physical connectivity issue, a name resolution issue, an issue with the Securemote software, or an issue with Outlook Web Access itself. Once you have narrowed down the source of the problem, solving it will become much simpler. When troubleshooting, it's best to start at one end of the connection and work your way systematically to the other. Can you ping 127.0.0.1? Can you ping 'localhost'? If these are failing, then there's an issue with your TCP/IP configuration.

Can you ping the servers that house your network drives by IP address? By DNS name? If you can't even reach an IP address, it means that you're having connectivity issues. Use tracert or pathping to determine where the connection is being lost. If you can ping an IP address but not the machine name, check your DNS or WINS settings, especially if you have any static entries in your WINS database. If the issue is within OWA, you can reference the following MS white paper for detailed checklists in troubleshooting OWA in Exchange 2000: http://support.microsoft.com/?kbid=326303.

This was first published in July 2004

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