If you are having recurring issues with Outlook crashing, hanging or messages not sending from the Outbox when using PoliteMail, then your Outlook data file needs to be repaired.

Because Outlook data files can become damaged for a variety of reasons (e.g. you computer shuts down while Outlook is running) Microsoft provides a tool to fix corrupted pst/ost files, the programs ScanPST.exe and ScanOSt.exe are included with the Microsoft Office system.

While Outlook 2007 does have a stuck in Outbox bug, if you are getting this issue on every tracked message, or are getting it when using Outlook 2010 or Outlook 2007sp3, then the likely cause is one of two issues. 1) You do not have persmissions to send from the address you are selecting, or you are trying to send a message using a draft created by someone else, or 2) Your Outlook pst file has become corrupted.

The permissions issue must be resolved by your Exchange administrator (we recommend using PoliteMail templates instead of shared drafts).

Here’s how to fix your Outlook data file(s):

  1. First, you need to determine the type of data file Outlook is using (pst/ost).
    You can look in the default location, or use Outlook to help you find it.

    In Windows 7 or Vista, the default Outlook data file location is:

    In Windows XP and Windows 2000: disk drive:\Documents and Settings\username\Local Settings\Application Data\Microsoft\Outlook

    If you do not see the files in the default locations above, you can use Outlook to identify the file location.

    • In Outlook, to find out which data file Outlook is using, click on File > Account Settings (in Outlook 2010) or Tools > Account Settings
    • Click on the Data Files tab and click on Open File Location or Open Folder for the default profile selected.
    • At the top of the windows file browser, select and copy the directory address of that file (folder location, e.g. C:\Users\Name\AppData\Local\Microsoft\Outlook\ ) and remember the specific file name (e.g. outlook.ost or outlook.pst)

    Also make note the file size, if your Outlook data file is greater than 2GB, then you will first need to run a truncation tool (see additional instructions below)

  2. Close Outlook
  3. Now that you know the file type, you need to run the corresponding ScanPST.exe or ScanOST.exe program.

    If you are using Outlook 2010, you will always run ScanPST.exe. This file can be run from Windows > Start menu, by browsing to this file folder: C:\Program Files (x86)\Microsoft Office\Office14\SCANPST.EXE (remove the (x86) if running 64-bit Office)

    If you are using Outlook 2007, choose the program C:\Program Files (x86)\Microsoft Office\Office12\SCANOST.EXE (or SCANPST.EXE)

    If you are using Outlook 2003, choose the program C:\Program Files(x86)\Common Files\System\MSMAPI\1033\SCANOST.EXE (or SCANPST.EXE)

  4. Now enter the complete path and Outlook data file name (from step 1 above)

    Click Start. This may take a while to run

    If you get errors, rerun it when completed, until no errors are reported.

  5. If you are using multiple Outlook profiles (sending from more than one email address) however, you should re-run this tool for each Outlook data file on your system. You can identify these using Steps 1.1-1.3 above, selecting each of the profiles you use, then choosing Open Folder Location to get the path and specific filename.
  6. After the repair, restart Outlook

If your Outlook data file is > 2GB, run the truncation tool (not installed on most systems)


Run this trunaction tool first on large files, then scan the resulting files.
For more information, see the Microsoft Support forum pages:

SCANPST: http://support.microsoft.com/kb/287497