Issue

You cannot log into Adobe Acrobat Messenger 1.0x with your User Email ID and Password, or you can log in but the e-mail messages you send do not arrive.

Solutions

Do one or more of the following:

Solution 1

Make sure that the Acrobat Messenger workstation is properly configured for the network:

1. Return to Windows NT. For instructions, refer to page 18 of the Adobe Acrobat Messenger 1.0 Administrator Guide.

2. Choose Start > Settings > Control Panel, double-click Network, and click the Protocols tab.

3. Make sure that TCP/IP Protocol is listed under Network Protocols; if it isn't, do the following:

a. Add TCP/IP Protocol. If you need assistance, contact your network administrator or Microsoft Technical Support.

b. Reinstall the Windows NT Service Pack installed on the workstation. (To determine the version of the Service Pack, choose Start > Run, type "winver" [without the quotation marks] in the Open text box, and then click OK.) If you need to obtain a copy of the Service Pack, visit Microsoft's Web site at www.microsoft.com/ntworkstation/downloads/ . If you need help reinstalling the Service Pack, contact Microsoft Technical Support.

c. Restart the computer, and then return to step 1.

4. Select TCP/IP Protocol, click Properties, and then do the following:

a. Click the IP Address tab, click Specify an IP Address, and then specify values for IP Address, Subnet Mask, and Default Gateway (if applicable). If you need assistance, contact your network administrator.

Note: If a fixed IP address is not immediately available, your network administrator may have you click Obtain an IP Address from a DHCP Server (instead of Specify an IP Address) to use Dynamic Host Configuration Protocol (DHCP) as a temporary solution. Adobe, however, does not recommend using DHCP: If you restart the Acrobat Messenger workstation, its IP address can change and you would then need to reinitialize the system files for Acrobat Messenger to work. (You must reinitialize the Acrobat Messenger system files whenever the IP address changes.)

b. Click the DNS tab, make sure that a host name and domain are listed, and make sure that at least one IP address is listed under DNS Server Search Order. If nothing is listed, click the WINS Address tab, and make sure that a Windows Internet Name Service (WINS) server is specified. If a WINS server is not specified, contact your network administrator.

5. Click OK, close the Network dialog box, and then restart Windows NT.

6. Reinitialize the Acrobat Messenger system files:

a. Return to Windows NT. For instructions, refer to page 18 of the Adobe Acrobat Messenger 1.0 Administrator Guide.

b. Choose Start > Programs > Adobe > Messenger 1.0 > Reinitialize Messenger System Files.

c. Return to Acrobat Messenger. For instructions, refer to page 18 of the Adobe Acrobat Messenger 1.0 Administrator Guide.

Solution 2

Make sure that the Acrobat Messenger workstation is properly connected to the network by using the commands "ping" and "ipconfig /all" at the Command Prompt. To access the Command Prompt, return to Windows NT (for instructions, refer to page 18 of the Adobe Acrobat Messenger 1.0 Administrator Guide) and choose Start > Programs > Command Prompt. If you need assistance, contact your network administrator or Microsoft Technical Support.

Solution 3

Test the network card and cable to make sure that they operate. If you need assistance, refer to the network card documentation, contact Microsoft Technical Support, or contact the network card manufacturer.

Additional Information

Problems logging into and sending e-mail messages from Acrobat Messenger result from an improperly configured network, an improper connection between Acrobat Messenger and the network e-mail server, or both. Acrobat Messenger uses the network e-mail server to authenticate the User Email ID and Password when you log in and send e-mail messages.

If you tried to send a PDF file in an e-mail message that did not arrive, the PDF file is not lost. You can access the PDF file in the Repository directory of your Acrobat Messenger workstation.

To access a PDF file in the Repository directory of your Acrobat Messenger workstation:

1. Start a Web browser on a computer that has Internet access.

2. In the browser's Address or Location text box, type http://[name of your Acrobat Messenger workstation]/Repository/.

3. Click the date on which the PDF file was created, and then click the PDF file.

Removing Acrobat Messenger 1.x from Windows

To remove Adobe Acrobat Messenger 1.x from Windows, Adobe recommends that you use the Acrobat Messenger uninstaller or the Add/Remove Programs utility in Windows. Optionally, you can manually remove Acrobat.

To remove Acrobat Messenger from Windows XP, 2000, or NT using the Acrobat Messenger uninstaller:

1. Return to Windows. (For instructions, see page 18 of the Adobe Acrobat Messenger 1.0 Administrator Guide. )

2. Move any documents (for example, PDF files) you want to keep from the Program Files/Adobe/Messenger 1.0/Acrobat4 folder and the depository of the Apache Web server to another folder.

3. Choose Start > Programs > Adobe > Messenger 1.0 > Uninstall Adobe Acrobat Messenger 1.0.

4. Click Yes in the Confirm File Deletion dialog box.

To remove Acrobat Messenger from Windows XP, 2000, or NT using the Add/Remove Programs utility:

Note: If you installed Acrobat Messenger 1.02 or earlier on Windows XP, use the procedure above to remove Acrobat Messenger with the uninstaller. Don't use the procedure below, because Acrobat Messenger 1.02 and earlier isn't compatible with Windows XP.

1. Return to Windows. (For instructions, see page 18 of the Adobe Acrobat Messenger 1.0 Administrator Guide. )

2. Move any documents (for example, PDF files) you want to keep from the Program Files/Adobe/Messenger 1.0/Acrobat4 folder and the depository of the Apache Web server to another folder.

3. Choose Start > Settings > Control Panel.

4. Double-click Add/Remove Programs.

5. Click the Install/Uninstall tab in the Add/Remove Programs Properties dialog box, select Adobe Acrobat Messenger 1.0, and click Add/Remove.

6. Click Yes in the Confirm File Deletion dialog box.

7. Click OK in the Remove Programs From Your Computer dialog box.

To remove Acrobat Messenger manually from Windows XP, 2000 or NT:

1. Return to Windows. (For instructions, see page 18 of the Adobe Acrobat Messenger 1.0 Administrator Guide .)

2. Move any documents (for example, PDF files) you want to keep from the Program Files/Adobe/Messenger 1.0/Acrobat4 folder and the depository of the Apache Web server to another folder.

3. Remove Adobe Acrobat 4.x using one of the following methods:

-- Use the Acrobat 4.0 uninstaller:

a. Choose Start > Programs > Adobe Acrobat 4.0 > Uninstall Adobe Acrobat 4.0.

b. Click Yes in the Confirm File Deletion dialog box.

-- Use the Add/Remove Programs utility:

a. Choose Start > Settings > Control Panel.

b. Double-click Add/Remove Programs.

c. Click the Install/Uninstall tab in the Add/Remove Programs Properties dialog box, select Adobe Acrobat 4.0, and click Add/Remove.

d. Click Yes in the Confirm File Deletion dialog box.

e. Click OK in the Remove Programs From Your Computer dialog box.

4. Choose Start > Programs > Command Prompt.

5. At the command prompt, type C: to get to the root of the drive on which Acrobat Messenger is installed. For example,

C:\> C:

6. Type cd apache , and then press Enter.

7. Type apache -u , and then press Enter.

8. Type exit , and then press Enter.

9. Delete the Apache folder.

10. Delete the Messenger 1.0 folder from the Program Files/Adobe folder.

11. Edit the Windows registry as follows:

Disclaimer: The Windows registry contains information that is critical to your computer and applications. Adobe doesn't provide support for problems that arise from improperly modifying the registry and recommends that you have experience editing system files before doing so. Make sure to back up the registry before modifying it. For more information on the Windows Registry Editor, refer to the documentation for Windows or contact Microsoft Technical Support.

a. Choose Start > Run, type regedit in the Open text field of the Run dialog box, and then click OK.

b. Navigate to the HKEY_LOCAL_MACHINE/SOFTWARE/Microsoft/Windows NT/CurrentVersion/Winlogon key (folder).

c. In the right pane of the Registry Editor dialog box, double-click GinaDLL.

d. Type msgina in the Value Data text box, and then click OK.

e. Close the Registry Editor dialog box.

12. Delete the KioskWatchDog.exe file and the KioskStartup.txt file.

13. Restart the computer.