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Jess
Jess, Computer Support Specialist
Category: Computer
Satisfied Customers: 4042
Experience:  Computer Hardware & Software Specialist - 10yrs Exp, Web Designer & Developer
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My Outlook keeps popping up with asking for a password over

Resolved Question:

My Outlook keeps popping up with asking for a password XXXXX and over, but the password XXXXX XXXXX I have done everything possible on that side. I also get an error that reads "Cannot open your default e-mail folders. Errors have been detected in the file C:\Users\cdailey\AppData\Local\Microsoft\Outlook\outlook.pst. quit Outlook and all mail-enabled applications and then use the Inbox Repair tool (scanpst.exe) to diagnose and repair errors in the file.

I have run the inbox repair tool, however, the scanpst.exe file in nowhere on my system. I have unhidden extension and files (with the exceptions of system files), and looked in computer/program files (x86)/Microsoft Office/Office12, but there is no scanpst.exe file.
I am running Windows 7, Office 2007. Can you help?
Submitted: 3 years ago.
Category: Computer
Expert:  Jess replied 3 years ago.

Jess :

Hi, thank you for using JustAnswer.com. I am glad to assist you today.

Jess :

Please let me know when you are ready for chat

Customer :

I'm ready.

Jess :

Thank you.... So, have you searched your system and yet you did not locate the scanpst.exe file?

Customer :

correct

Jess :

Ok... Please download the tool from this link:

Customer :

One question, I read that downloading the file from an online source outside my original setup disks could pose a problem. This link is ok?

Jess :

Yes, this link is trusted...

Customer :

I can't capture the link you sent.

Jess :

Here is the full article of the repair procedures:
http://www.emailaddressmanager.com/outlook/repair.html

Jess :

Here is the link again:
download it from here

Customer :

I have the inbox repair tool already downloaded, but still no scanpst.exe file.

Customer :

Oh wait, I did a system recovery trying to fix it, so it probably removed it. Let me try that now.

Jess :

The file is named Scanpst.exe

Jess :

Please locate the downloaded file named Scanpst.exe

Jess :

You can download it here:
Download ScanPST Here

Customer :

no luck, I get an error that says SCNPST32.dll is missing.

Jess :

Ok... Hold on...

Jess :

Please COPY the downloaded file to this PATH:

Jess :

C:\Program Files\Common Files\System\MSMAPI\1033

Customer :

I don't have that option. I have:

Customer :

C:\program files\common files\system\ but no MSMAPI file...

Jess :

Ok.. Do you have MSMAPI folder there?

Customer :

no

Jess :

Ok.. Look at this folder

Jess :

C:\Program Files (x86)\Microsoft Office\Office12

Jess :

There you should see the Scanpst file

Customer :

not there

Jess :

OK. Please do this:
1. Click Start => Search
2. Type there: CNFNOT32.EXE
3. Do not press enter. Wait until it will be displayed
4. When displayed, click on it. It will automatically create the Scanpst file

Customer :

No items match my search. did it twice

Jess :

OK. Please make sure that any MS Office 2007 program is NOT RUNNING

Jess :

Then do the search again

Customer :

nothing

Jess :

The file is actually located in C:\Program Files (x86)\Microsoft Office\Office12

Customer :

The CNFNOT32. exe file?

Jess :

yeah

Jess :

Please go to the C:\Program Files (x86)\Microsoft Office\Office12 path

Jess :

Locate it there

Customer :

Ok, I see it. try to open...does nothing

Jess :

OK. When you run it, it will create the Scanpst file there

Jess :

Please locate the Scanpst file there in the same PATH

Jess :

Then run it

Jess :

How is it going? Did you find Scanpst there?

Customer :

I found it, but it doesn't know what to open it with.

Jess :

Yeah... you need to browse for your PST file

Jess :

Hold on

Customer :

Wait, I see the actual scanpst.exe file now too. the file to browse is the one referenced in the original error message?

Jess :

Yeah...: C:\Users\cdailey\AppData\Local\Microsoft\Outlook\outlook.pst

Customer :

ok, it found an error and I made the repair. Should outlook work now? If so, I'll try it

Jess :

Make sure that Outlook is not running while you are doing the repair

Customer :

it was closed.

Jess :

Ok

Jess :

Please repair the pst file if errors were found

Jess :

Done?

Customer :

yes done

Jess :

Open Outlook and see if the problem disappeared

Customer :

No, my outgoing processes fine, but the incoming just keeps popping up for a password XXXXX and over.

Jess :

But the error about the PST disappeared?

Customer :

yes, it appears to as I haven't seen it

Jess :

Ok... Now, the error is the email account settings...

Jess :

What exactly did you get? Asking for password XXXXX you attempt to SEND?

Customer :

I've looked at them 100 times and can't find anything wrong.

Jess :

Did you change ISP/

Jess :

?

Jess :

The problem could be your ISP settings since your emails won't pass through...

Customer :

no, but we moved and they came out yesterday to hook it up. it worked yesterday morning without issue. Verizon FIOS

Jess :

Oh I see...

Jess :

What is your email provider? The name after the @ symbol in your email address

Customer :

verizon.net

Jess :

Ok... Can you check your SMTP and POP3 server names and ports?

Jess :

I mean can you check your Outlook settings for your SMTP and POP3 server names and port numbers...

Jess :

Are you still there? Were you able to locate the server settings?

Customer :

On the outgoing server tab it shows: a check in the outgoing server requires authentication logon using, my username and the password (and i've re-entered the password XXXXX make sure) Remember password XXXXX XXXXX checked. On the advanced tab it shows the pop3 port as 110 and the smtp port at 587

Jess :

Ok... To isolate the problem between Outlook configuration and the email credentials, please try to login your email on the web

Jess :

Go to this link and access your email

Jess :

Under user name, enter your FULL email address

Jess :

There see if you can access your email

Customer :

I was able to access.

Jess :

Ok... So, your login credentials are correct and updated

Jess :

In your outlook, please try to enter your FULL email in the username

Customer :

They never changed, that's what we can't figure out. also, on our Blackberries, when we try to validate our accounts, it says the password XXXXX XXXXX although it just took it on their online site.

Jess :

Ok... Please go to your Outlook and under the user name, please enter the FULL email address

Customer :

did that and tried a test. still keeps just popping up asking for password, although it is already it there in the pop up

Jess :

Ok.. What is your antinirus software?

Jess :

Is your Firewall ON?

Jess :

First, temporarily TURN OFF your Firewall and test sending email

Customer :

Norton, now expired. windows firewall is on

Customer :

ok, let me try that

Jess :

After turning OFF the firewall, please try to send email with the username as FULL email and as without the @verizon.net username

Customer :

still just keep gettin the popup asking for password

Jess :

Ok. Try the user name as NOT THE FULL email

Customer :

I am not getting a send/receive error stating that the server is rejecting our username/password

Customer :

I tried both ways

Jess :

So what exactly is the error message?

Customer :

Task 'XXXXX@XXXXXX.XXX - Receiving' reported error (0x800CCC92): Youre email server rejuected your login. Verify your user name and password XXXXX your account proeperties. Under tools, click email accounts. The server responsed: -ERR [AUTH] Authentication failed'

Jess :

Ok. So that is a rejection error for bad login

Jess :

Are there stuck emails in the Outbox?

Customer :

But we know the login is correct, because we just used it on the online site

Jess :

Please delete them

Customer :

no outbox emails

Jess :

The problem here is the SMTP port number

Jess :

Hold on...

Customer :

ok, so how do i repair that?

Jess :

Have you called your ISP regarding the correct server settings?

Jess :

The important info that they should provide are the server names and the port numbers

Jess :

Please try port 25 in SMTP

Customer :

we started with them yesterday, but they couldn't find anything and told us to go to Microsoft help. that's when i came to you.

Jess :

Just give it a try

Jess :

Ok... Please try to use port 25 for SMTP server

Customer :

I tried port 25, same thing, popup and error stating rejected

Jess :

After putting on port 25, close Outlook

Jess :

Then open it again and test

Customer :

ok

Customer :

Tried, same result

Customer :

I have to leave for an appointment. Can I leave this up and reconnect with you later today?

Jess :

Ok... Hold on please

Jess :

yes no problem. Please bookmark our chat page so that you can get back to our conversation at any time

Jess :

To bookmark, click Favorites => Add to favorites

Customer :

ok, it will be a few hours. I will also try verizon for a smtp port number while I'm out

Jess :

Ok... I will just post my suggestions here.. Please try them when you are back

Jess :

In a few hours I will also sign off since is it too late here... Will sign back in after 6 hours. But I will continue to post my solutions here

Jess :

So far, the suggested solutions here are:
1. Temporarily disable your Firewall
2. Use another port numbers, please confirm with your ISP regarding the server names and port numbers. Try SMTP 25, 26, 587
3. Follow the Verizon procedures here including the mini-app tool to diagnose your email problem
https://www22.verizon.com/ForYourHome/VZRepair/vziha/Service.aspx?ihaweb=EmailFix

Jess :

Also, check this troubleshooter link from Verizon FiOS

Jess :

Please let me know your results then...

Customer :

The verizon site worked. Thank you.

Jess, Computer Support Specialist
Category: Computer
Satisfied Customers: 4042
Experience: Computer Hardware & Software Specialist - 10yrs Exp, Web Designer & Developer
Jess and 5 other Computer Specialists are ready to help you

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