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Article ID: 941090 - Last Review: November 15, 2012 - Revision: 7.0

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Symptoms

When you use Windows Mail on a computer that is running Windows Vista, some messages may become stuck in the Outbox. You cannot send or delete these messages. Every time that you close Windows Mail, you are prompted that there are unsent messages in your Outbox. There might also be messages that are stuck in other folders, such as the Inbox or Deleted folders, that you cannot remove.

This article is intended for a beginner to intermediate computer user, unless otherwise specified.

Resolution

The first step that you should take to resolve this problem is to download and install the following update for Windows Vista. After you apply the update, you should be able to delete the messages that are stuck in the Outbox.

Note Because the messages are permanently deleted, you will have to resend the messages.

If applying the update does not resolve the issue, the next step is to try the methods in the "Advanced troubleshooting" section.

Apply the update

You can download and install a Vista update that may resolve this problem. There are two download packages available: one for the 32-bit version of Vista and one for the 64-bit version. Download the appropriate package and install the update on your computer. If you not know which version of Vista you are running, see the "Determine which version of Vista you are running" section.

If you are interested, you can find technical details about the update in the "More Information” section. However, this information is not required to download and install the update.

Download and install the update

Download the update that is appropriate for your version. Then, install it on your computer and check whether the problem is resolved.

Note You might want to save the contents of the messages that are stuck before you install this update so that the information is available for later use. If the messages are removed during the update, they are permanently deleted. For more information about how to download Microsoft support files, click the following article number to view the article in the Microsoft Knowledge Base:
119591  (http://support.microsoft.com/kb/119591/ ) How to obtain Microsoft support files from online services
To download and install the update, follow these steps.
  1. Click the download link for your version of Vista.

    After you click the link, you will access the Microsoft Download Center to start the download process. Follow the instructions on the Web site to download the update to your computer. During the download process, make sure that you note where you saved the update on your computer. You will have to locate the update when you are ready to install it.

    The following files are available for download from the Microsoft Download Center:

    Windows Vista, 32-bit versions

    Collapse this imageExpand this image
    Download
    Download the 941090 package now. (http://www.microsoft.com/downloads/details.aspx?FamilyId=09F002D9-A140-42A8-99F5-A86F2B7E39F1)

    Windows Vista, 64-bit versions

    Collapse this imageExpand this image
    Download
    Download the 941090 package now. (http://www.microsoft.com/downloads/details.aspx?FamilyId=09DABF39-1E37-46DD-91BC-BE5ABE3F39B7)
    Note If you have problems downloading the update, please see the "Next steps" section.
  2. Exit Windows Mail.
  3. Locate the downloaded update file.
  4. Double-click the update to install it. Then, follow the prompts to complete the installation.

    Note If you receive a message that this update does not apply to the system, make sure that you downloaded the correct version, 32-bit or 64-bit, for your computer. If you have the correct version, the update is already installed. In this case, please see the "Advanced troubleshooting" section for other methods that might help you fix the Windows Mail issue.

    If you experience any other problems installing the update, see the "Next steps" section.
  5. Start Windows Mail and check whether the stuck messages are still in the Outbox. If they are, try to send or delete them.
  6. If you still cannot send or delete the messages, restart your computer to see whether that removes the messages.
    • If the messages are removed, then this problem is resolved and you are finished.
    • If the messages are not removed, then unfortunately, installing the update did not resolve the problem for you. The next step is to see the solutions provided in the "Advanced troubleshooting" section for help.

Determine the version of Vista you are running

It is important to know which version of Vista, 32-bit or 64-bit, you are running so that you can download the appropriate download package. To determine which version of Vista your computer is running, follow these steps.
  1. Click Start
    Collapse this imageExpand this image
    the Start button
    .
  2. Type system in the Start Search box.
  3. Click System Information in the Programs list.
  4. Under the Item column, check the System Type to determine the version of Vista you are running.
    • If x86-based PC is listed, then you are running the 32-bit version.
    • If x64-based PC, then you are running the 64-bit version.
After you have determined which version of Vista you are running, you can download the appropriate update for your version.

Advanced troubleshooting

These methods are intended for intermediate to advanced computer users. If you are not comfortable with advanced troubleshooting, you might want to ask someone for help, use the Microsoft Customer Support Services Web site to find other solutions, or contact Support. For more information, please see the "Next steps" section for help.

Important The following methods include steps that directly copy or delete the file that is used by the Windows Mail application. If you change the file or folder by mistake, then the message data may be erased. Therefore, we recommend that you back up your messages for safekeeping. Then, if it is necessary, you can use the restore feature in Windows Mail to import the backup. Steps to back up your messages are provided in Method 1.

If you tried to install the update but it did not resolve the issue, start with the first method. If method 1 does not resolve the issue, try the second method.

Method 1: Rebuild the message store of Windows Mail

This method will help you rebuild the message store. By rebuilding the message store, only messages that have no errors can be loaded and the messages that have errors should be deleted.

To delete the Windows Mail message store file and then rebuild it, follow these steps.

Step 1: Locate the message store

Find the folder that contains your personal message store. The message store is typically located in:
hard disk\Users\user\AppData\Local\Microsoft\Windows Mail
If it is not located there, you can find its location through Windows Mail. Follow these steps.
  1. In Windows Mail, click Tools, and then click Options.
  2. In the Option dialog box, click the Advanced tab, and then click the Maintenance button.
  3. In the Maintenance dialog box, click the Store Folder button.
  4. In the Store Location dialog box, right-click Your personal message store is located in the following folder, and then click Select All.
  5. Right-click Your personal message store is located in the following folder, and then click Copy.
  6. Click Cancel or Close to close all the dialog boxes.
  7. Click Start, right-click the Start Search box, and then click Paste to paste the location of your personal message store into the Start Search box.
  8. Press ENTER. The folder that contains your personal message store opens.

Step 2: Create a backup of your messages (optional)

If you want, you can create a backup of your message store before you rebuild it. To back up the message store, follow these steps.
  1. Create a new folder on your hard disk for the backup.
  2. Copy all the contents of the Windows Mail folder.
  3. Paste the contents into the folder that you created on your hard disk.
  4. Go back to the Windows Mail folder that you located in step 1.

Step 3: Delete the message store and rebuild it

Delete the message store and rebuild it.
  1. In the folder that contains your personal message store, right-click the WindowsMail.MSMessageStore file, and then click Delete.

    If you cannot delete the file and you receive the following message, then start Windows Vista in safe mode and try to delete the file. If you were able to delete the file, go to step 2.
    The action can't be completed because the file is open in another program. Close the file and try again.
    1. Restart the computer and press the F8 key repeatedly while the computer is starting. The Advanced Boot Options screen appears.
    2. Select Safe Mode by using arrow keys ([↑]、[↓]), and then press ENTER.
    3. Log on to the system by using your user account when the user selection screen appears.

      Note Safe mode is used for diagnostics purposes. It starts Windows Vista with limited functionality. Because it starts the computer by using a minimal set of drivers, the screen display will be in VGA mode (640x480). Icons and windows appear larger than usual.
    4. Locate the Windows Mail folder (that you located in step 1), and delete the WindowsMail.MSMessageStore file. If you are successful in deleting the file, go to step 4. Otherwise, see “Method 2: Rebuild the Windows Mail folder” for help.
  2. Open the Backup folder, and then open the New folder.
  3. Press CTRL+A to select all files in the New folder, and then press DELETE.
  4. Close all folders.
  5. Start Windows Mail to rebuild the message store database. After you restart Windows Mail, the message store file should be successfully repaired.
  6. Now, check whether the messages are removed. If they are still stuck, try to send or delete them.
    • If the messages are removed, then this problem is resolved and you are finished.
    • If the messages are not removed, then rebuilding the message store did not resolve the problem. The next step is to see the “Method 2: Rebuild the Windows Mail folder” for help.
  7. If you started Vista in safe mode, you can restart your computer normally to exit safe mode.

Method 2: Rebuild the Windows Mail folder

If rebuilding the message store does not resolve the issue, follow these steps to rebuild the Windows Mail folder.

Step 1: Rename the Windows Mail folder and create a new folder

  1. Exit Windows Mail.
  2. Locate the Windows Mail folder. See "Step 1: Locate the message store" from Method 1 for information about finding this folder. It is typically located in:
    hard disk\Users\user\AppData\Local\Microsoft\
  3. Right-click the Windows Mail folder, and then click Rename.
  4. Add old to the end of the folder name so that the folder is now named Windows Mailold.

Step 2: Create a new Windows Mail folder and copy the contents from the previous folder

  1. Start Windows Mail so that it can automatically create the new Windows Mail folder, and then exit Windows Mail.
  2. Located the new Windows Mail folder to confirm it is created. See "Step 1: Locate the message store" from Method 1 for information about finding this folder. It is typically located in:
    hard disk\Users\user\AppData\Local\Microsoft\
    Note If the new Windows Mail folder is compressed, you have to uncompress this folder. To uncompress it, right-click the Windows Mail folder, and then select Extract.
  3. Open the Windows Mailold folder.
  4. Open the Local Folder and copy the account{xxxxxxxxxxxxx}.oeaccount file. Notice that xxxxxxxxxxxxx represents numbers or letters.
  5. Paste the file into the Local Folder in the new Windows Mail folder (that was created in step 1 of this procedure).
  6. If the following folders are present in the Windows Mailold folder, copy each folder and paste it into the new Windows Mail folder.
    • Stationery
    • Microsoft Community
  7. Close all folders.

Step 3: Import messages in Windows Mail

  1. Start Windows Mail.
  2. Import the messages from the previous Windows Mail folder to the new folder. To import the messages, follow these steps.
    1. Click File, point to Import, and then click Message.
    2. Click Microsoft Windows Mail 7 in Select Program, and then click Next.
    3. Click Browse, select the location of Windows Mailold, and then click Next.
    4. Click All folders in Select the folder, and then click Next.
    5. Click Complete, and then the messages will be imported to Imported Folder.
  3. Move the messages that were imported to the Imported Folder to the appropriate folder under the Local Folder. For example, move messages located in the Inbox folder under the Imported Folder to the Inbox folder under the Local Folder.
  4. Check whether the stuck messages are removed. If not, try to send or delete the messages.
If you still have messages that cannot be deleted, then rebuilding the Windows Mail folder did not resolve the problem. See the “Next steps” section for other ways that you that might find help for this problem.

NEXT STEPS

If you were unable to download or install the update, or the advanced troubleshooting methods did not work for you, you can use the Microsoft Customer Support Services Web site to find other solutions to your problem. Some services that the Microsoft Customer Support Services Web sites provide include the following:
  • Searchable Knowledge Base (http://support.microsoft.com/search/?adv=1) : Search technical support information and self-help tools for Microsoft products.
  • Solution Centers (http://support.microsoft.com/select/?target=hub) : View product-specific frequently asked questions and support highlights.
  • Other Support Options (http://support.microsoft.com/default.aspx?pr=csshome) : Use the Web to ask a question, contact Microsoft Customer Support Services, or provide feedback.
IIf you continue to have problems after you use these Microsoft Web sites or if you cannot find a solution to the problem on the Microsoft Support Services Web site, click the following link to contact Support.
http://support.microsoft.com/contactus (http://support.microsoft.com/contactus)

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More information

This section discusses technical details about the Vista update.

Release Date: August 28, 2007

Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help prevent any unauthorized changes to the file.

Update replacement information

This update does not replace any other updates.

Registry information

This update does not require you to make any changes to the registry.

File information

The English version of this update has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.
Windows Vista, 32-bit versions
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File nameFile versionFile sizeDateTimePlatform
Update.mumNot applicable1,77603-Aug-200720:15Not applicable
X86_ab2677544a02eeb8ac2652b3dca3383f_31bf3856ad364e35_6.0.6000.20653_none_b40f5a7f01c4031f.manifestNot applicable70103-Aug-200720:15Not applicable
X86_microsoft-windows-mail-core-dll_31bf3856ad364e35_6.0.6000.20653_none_56ef0f0741670c18.manifestNot applicable71,28703-Aug-200720:15Not applicable
Msoe.dll6.0.6000.206531,614,33603-Aug-200717:33x86
Msoeres.dll6.0.6000.206532,836,99202-Aug-200723:52x86
Windows Vista, 64-bit versions
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Amd64_12d7cef0e2171e5ebaa6af3bbdea9e9a_31bf3856ad364e35_6.0.6000.20653_none_29c05c346038853c.manifestNot applicable1,05003-Aug-200720:15Not applicable
Amd64_microsoft-windows-mail-core-dll_31bf3856ad364e35_6.0.6000.20653_none_b30daa8af9c47d4e.manifestNot applicable71,37503-Aug-200720:20Not applicable
Update.mumNot applicable2,00503-Aug-200720:15Not applicable
Msoe.dll6.0.6000.206532,078,72003-Aug-200719:03x64
Msoeres.dll6.0.6000.206532,836,99203-Aug-200700:04x64

References

For more information about Windows Mail, visit the following Microsoft Web sites:

Windows Vista Features Explained: Mail
http://www.microsoft.com/windows/products/windowsvista/features/details/mail.mspx (http://www.microsoft.com/windows/products/windowsvista/features/details/mail.mspx)
Windows Vista Help: Working with Windows Mail
http://windowshelp.microsoft.com/Windows/en-us/Help/00e419ef-fee2-472c-ad02-b14331571a521033.mspx (http://windowshelp.microsoft.com/Windows/en-us/Help/00e419ef-fee2-472c-ad02-b14331571a521033.mspx)
For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684  (http://support.microsoft.com/kb/824684/ ) Description of the standard terminology that is used to describe Microsoft software updates

Applies to
  • Windows Vista Home Premium
  • Windows Vista Ultimate
  • Windows Vista Business
  • Windows Vista Enterprise
  • Windows Vista Home Premium 64-bit Edition
  • Windows Vista Ultimate 64-bit Edition
  • Windows Vista Business 64-bit Edition
  • Windows Vista Enterprise 64-bit Edition
  • Windows Mail in Windows Vista
  • Windows Vista Home Basic 64-bit Edition
  • Windows Vista Home Basic
Keywords: 
kbvistasp1fix atdownload kbexpertisebeginner kbfix kbqfe KB941090
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