Google Answers Logo
View Question
Q: Outlook 2002 (XP) needs to be fixed ( Answered 5 out of 5 stars,   0 Comments )
Subject: Outlook 2002 (XP) needs to be fixed
Category: Computers > Software
Asked by: michael2-ga
List Price: $25.00
Posted: 02 Nov 2003 15:03 PST
Expires: 02 Dec 2003 15:03 PST
Question ID: 271972
I've been fiddling around this evening trying to sort out the
synchronization of my Palm Handheld with my Desktop MS Outlook 2002
program.  I was getting some communication problems, and to ensure it
wasn't an Outlook problem I reloaded Outlook from the original Office
XP disks.  But that seems to have made things worse, as I now get the
following error message on opening Outlook:

"Unable to open your default email folders.  The .DLL for the
Information Service could not be found.  MAPI was unable to load the
Information Service PSTPRX.DLL.  Be sure the service is correctly
installed and configured".

Please tell me how to get Outlook working properly again.  I'm running
Windows XP.

Subject: Re: Outlook 2002 (XP) needs to be fixed
Answered By: clouseau-ga on 02 Nov 2003 16:50 PST
Rated:5 out of 5 stars
Hello michael,

Thank you for your question.

This seems to be a known issue when upgrading or reinstalling Outlook.
This answer is found in the Microsoft Knowledgebase:

OL2002: Error Message: MAPI Was Unable to Load the Information Service


If you upgrade to Microsoft Office XP while you are using Microsoft
Outlook 2000 in Internet Mail Only (IMO) mode and you remove Office
XP, revert to Microsoft Office 2000, and upgrade again to Office XP,
you may receive the following error message when you start Outlook

Unable to open your default e-mail folders. The .DLL file for the
information service could not be found. MAPI was unable to load the
information service Pstprx.dll. Be sure the service is correctly
installed and configured.

NOTE: The file name in the error message that you receive depends on
your type of upgrade. If you upgrade over Outlook 2000 in Corporate or
Workgroup (CW) mode, the filename is Pstprx.dll. If you upgrade over
Outlook 2000 in IMO mode, the filename is Pstprx32.dll.


This problem can occur because Outlook 2002 upgraded the profile once
and set a registry key that specifies not to upgrade the profile
again. When you revert to Outlook 2000 IMO, choose to use the current
profile, and upgrade to Outlook 2002 again, that profile is skipped
during the upgrade process.


To resolve this problem, obtain the latest service pack for Microsoft
Office XP.

(see link at this page for "How to Obtain the Latest Office XP Service


To work around this behavior, use the following methods.

Method 1: Change Profiles

To do this:
Close Outlook 2002. 
Click Start, point to Settings, and then click Control Panel.
Double-click Mail.
Click Show Profiles.

In the box that reads The following profiles are setup on this
computer, verify if there are two profiles listed. If there are two
profiles listed and Outlook is configured to use a profile named
Microsoft Outlook Internet Settings, the profile may be damaged.
Configure Outlook to use the second profile. To do this:
Click Always use this profile, and then in the box below this
selection, click on the second profile listing.
Click OK.

Method 2: Manually Create a Profile for Outlook 2002

To do this: 
Close Outlook 2002. 
Click Start, point to Settings, and then click Control Panel.
Double-click Mail.
Click Show Profiles, click Add, name the profile, and then click OK.
Click Add a new e-mail account, and then click Next.
Click a type of account, and then click Next.
In the E-mail Accounts dialog box, enter the necessary information,
and then click Next.
Click Finish.

If the Always use this profile option is selected, select the profile
that you just created, and then click OK.

NOTE: In some cases you may need to click the Prompt for Profile
option to correct this problem after you create a new profile.


Microsoft has confirmed that this is a problem in the Microsoft
products that are listed at the beginning of this article.

This problem was first corrected in Office XP Service Pack 1. 

There are other sites with small variations on this such as:

Many other discussions all come back to the above listed MS article as
the fix for this.

You might also want to read this discussion as this problem relates to
hotsyncing Palm devices:

Subject: missing PSTPRX.dll ?

"HotSync operation started 05/30/02 09:04:24 PM
OK Note Pad
-- Outlook Calendar
User: xxxxx
Version: 3.1.1 Pro 
ERROR: 8004010F
Communication Failure (4011,8004010f): An unexpected error has
MAPI was unable to load the information service PSTPRX.DLL. Be sure
the service is correctly installed and configured.

395: BaseConduitLog
16474: BaseConduit
5916: BaseConduit
925: BaseConduit ...

...Outlook 2000 introduces an ambiguity into MAPI settings. Palm
Desktop and
PocketMirror can be confused by this and present the error listed
There is a Microsoft utility that is installed with MS Outlook 2000
and MS
Internet Explorer 5 called Fix MAPI.exe that may resolve this error.
To run
this utility : 

1. Close Outlook.
2. Click HotSync Manager icon | Exit.
3. Select Start | Run... and enter: fixmapi.exe
4. Restart the desktop computer.
5. Attempt a HotSync operation. 

If these things do not resolve your issue please do the following:
6. Click on Start | Settings | Control Panel | Internet or Internet
7. Click on the Programs tab.
8. Set MS Outlook as your e-mail client.
9. Attempt a HotSync operation. 

If these things do not resolve your issue, please do a search for
MAPI32.DLL. Rename each occurrence of MAPI32.DLL to MAPI32.OLD. Then
need to reinstall MS Outlook using the Repair and Replace missing or
files option (in Outlook's Help menu) and this will install the
MAPI32.dll file..."

You might read the entire thread.

Search Strategy:

Information Service PSTPRX.DLL

I trust my research has provided you with the solution. There are
numerous discussions pointing to this as the cure for your problem and
I post this answer with a good bit of confidence. However, if a link
above should fail to work or anything require further explanation or
research, please do post a Request for Clarification prior to rating
the answer and closing the question and I will be pleased to assist


michael2-ga rated this answer:5 out of 5 stars
Dear Clouseau

Brilliant as usual!  That was exactly it.  Thanks for the great answer.

There are no comments at this time.

Important Disclaimer: Answers and comments provided on Google Answers are general information, and are not intended to substitute for informed professional medical, psychiatric, psychological, tax, legal, investment, accounting, or other professional advice. Google does not endorse, and expressly disclaims liability for any product, manufacturer, distributor, service or service provider mentioned or any opinion expressed in answers or comments. Please read carefully the Google Answers Terms of Service.

If you feel that you have found inappropriate content, please let us know by emailing us at with the question ID listed above. Thank you.
Search Google Answers for
Google Answers  

Google Home - Answers FAQ - Terms of Service - Privacy Policy