Not saving copies to server from OE

Customer has two systems configured running Microsoft Outlook Express/and does have it set to save “A Copy To Server” on both his home computer system and his work computer system/customer is not able to retrieve his messages correctly/have walked the customer through removal and rebuild of account 3 times on home computer and 2 times on work computer. The customer cannot open messages. Misconfiguration in MS Outlook? Any Help would be greatly appreciated. THANK YOU.