You may not be able to send an e-mail for any of the several reasons. After trying the first solution, check to see if the problem is solved. If the problem still occurs, continue using the suggested solutions until the problem is fixed.

Information You Need

You will need to know what version of Microsoft® Windows® is installed on your computer. If you do not know how to find this information, follow the instructions in the online help article entitled How to Determine Which Version of Windows I Have.

Solutions

• Delete the Cookies, Temporary Internet Files and History
• Restart the Computer, Clear Running Programs and Try Again
• Restore the Internet Explorer Security Settings

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Delete the Cookies, Temporary Internet Files and History

Cookies are used to store the information related to a particular user accessing the Internet. Cookies are used to identify users and create customized Web pages for them.

To delete cookies, temporary Internet files and history:

Internet Explorer users:
1. Open Windows® Control Panel.

• If using Windows® XP, click the Start button, then click Control Panel.
• If using Windows® 98, Windows® Me, or Windows® 2000, click the Start button, click Settings, then click Control Panel.

2. Go to Internet Options.

• If using Windows XP, click the Network and Internet Connections icon, then click Internet Options icon.
• If using Windows 98, Windows Me, or Windows 2000, double-click the Internet Options icon.

3. Click the Delete Cookies... button.
4. Click the OK button.
5. Click the Delete Files... button.
6. Click the Delete all offline content box to place a check mark in it, then click the OK button.
7. Click the Clear History button.
8. Click the Yes button.
9. Click the OK button.

Netscape® browser users:
1. Click the Start button, select All Programs, select Netscape, then click Navigator.
2. On the toolbar, click Edit, then click Preferences.....
3. Double-click Navigator, then click History.
4. Click the Clear History button, then click the OK button.
5. On the toolbar, click Edit, then click Preferences.....
6. Double-click Advanced, then click Cache. Click the Clear Cache button, then click the OK button.
7. On the toolbar, click Tools, click Cookie Manager, then click Manage Stored Cookies.
8. Click the Remove All Cookies button.
9. Click the OK button.
10. Click the Close button.

Note: To remove selected cookies, click the cookie you want to delete, then click the Remove Cookie button. Repeat steps for each cookie you wish to delete.

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Restart the Computer, Clear Running Programs and Try Again

Restart the computer to complete the installation process after installing the software. Restarting the computer in safe mode may be necessary, if the installation process is not successful or if the software installed contains problems.

To restart the computer:

Windows® XP users
1. Click the Start button, then click Shut Down or Turn Off Computer.
2. Click the Turn Off button. Wait for 20 seconds, then restart the computer.
3. Right-click the Windows taskbar, then click Task Manager.
4. On the Applications tab, click a program to highlight it, then click the End Task button.
5. If prompted, click the End Now button. Continue until all the programs are closed.
6. Click the Processes tab.
7. Click the Show processes from all users box to place a check mark in it , then click User Name to sort the processes.
8. Click a process associated with the User Login (other than the required processes listed below), then click the End Process button.
9. If prompted by a Task Manager warning, click the Yes button. Continue until all the processes other than the required processes listed below are closed.

Required Processes (Do not end if present):

• explorer.exe
• services.ex.
• spoolsv.ex.
• svchost.ex.
• system
• taskmgr.ex.
• winlogon.exe

Windows® 98 and Me users
1. Click the Start button, then click Shut Down.
2. Choose the Shut down option by clicking it, then click the OK button.
3. Wait for 20 seconds, then restart the computer.
4. Hold down the Ctrl and Alt keys, then tap the Delete key to launch the Close Program window. Click a program other than Explorer, Systray, or the Netscape? software, then click the End Task button.
5. If prompted, click the End Task button. Continue until all programs other than Explorer, Systray, and the Netscape software are closed.

Windows® 2000 users
1. Click the Start button, then click Shut Down.
2. Click the What do you want the computer to do? drop-down menu to open it, choose the Shut Down option, click it, then click the OK button.
3. Wait for 20 seconds, then restart the computer.
4. Right-click the Windows? taskbar, then click Task Manager.
5. Under the Applications tab, click a program to highlight it, then click the End Task button.
6. If prompted, click the End Now button. Continue until all the programs are closed.
7. Click the Processes tab.
8. Click the Image Name column to sort the processes alphabetically.
9. Click a process other than the required processes listed below, then click the End Process button.
10. If prompted by a Task Manager warning, click the Yes button. Continue until all the processes other than the required processes listed below are closed.

Required Processes (Do not end if present):

• explorer.exe
• services.ex.
• spoolsv.ex.
• svchost.ex.
• system
• taskmgr.ex.
• winlogon.exe

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Restore the Internet Explorer Security Settings

To restore the Internet Explorer security settings:

1. Close all the open Web pages.
2. On the Desktop, double-click the Internet Explorer icon.
3. Click the Tools menu, then click Internet Options.
4. Click the Security Settings tab.

• If using Internet Explorer 6.X, click the Privacy tab.
• If using Internet Explorer 5.X or lower, click the Security tab.

5. Restore the Default settings, then click the OK button.

• If using Internet Explorer 6.X, click the Default Level button, then click the OK button.
• If using Internet Explorer 5.X or lower, click the Default button, then click the OK button.

6. Click the File menu, then click Exit.

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