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toughguy
toughguy, The Computer Guy
Category: Computer
Satisfied Customers: 474
Experience:  Post Graduate (Gold Medal) with 6 Years of Work Experience, 11 Year of exp in data recovery
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Hi, for the past 16 hours I have been unable to sign in to

Resolved Question:

Hi, for the past 16 hours I have been unable to sign in to my Hotmail account either on our desktop or laptop. I press "sign in" in Otlook and I get a blank screen with the page name at the bottom saying "Sign in - Windows I..". I am able to access my Hotmail account from my Blackberry normally. Any help much appreciated. I have tried probably 50 times to access Hotmail and rebooted the machine on a number of occasions. All other sites work normally.
Submitted: 3 years ago.
Category: Computer
Expert:  toughguy replied 3 years ago.

toughguy :

Hi

toughguy :

Thanks for using JustAnswer

toughguy :

This is Leela Krishna and I will be helping you with the problem you are facing with Hotmail access

toughguy :

can you please let me know from which URL you are trying to access Hotmail?

toughguy :

ok..

toughguy :

can you please accessing from hotmail.com ?

toughguy :

in your browser please type hotmail.com and press enter

toughguy :

let me know if page loads or not

toughguy :

from the link you gave I could successfully open outlook (hotmail) login page

Customer:

Nothing, screen blank and same as original problem

toughguy :

can you please clear your BROWSER CACHE and try?

Customer:

How do I do that?

toughguy :

In Internet Explorer

toughguy :

Access Tools Menu

toughguy :

from there select Internet Options

toughguy :

once it open

toughguy :

you would see Browsing history option

toughguy :

select that and delete all temporary browser content

toughguy :

do you have any other browser installed in your computer?

Customer:

Done that do not think that I have any other browsers installed

toughguy :

ok..

toughguy :

please try to access the site hotmail.com

toughguy :

and let me know what you see..

toughguy :

did you try accessing hotmail.com?

Customer:

Yes, get exactly the same screen as before.

toughguy :

ok..

toughguy :

to isolate the problem we need to see if there are any connectivity problem from your machine

toughguy :

can you please open a COMMAND PROMPT

toughguy :

and execute the following command

toughguy :

ping hotmail.com

toughguy :

and let me know what you see..

toughguy :

You can open a command prompt as follows:

toughguy :

press windows button to the bottom left of the screen

toughguy :

in the search window

toughguy :

type

toughguy :

cmd

toughguy :

"command prompt" or cmd.exe would show up select

toughguy :

it would open a BLACK screen with text similar to C:\>

toughguy :

just type

toughguy :

ping hotmail.com

toughguy :

that's it

toughguy :

and let me know what you see on the screen

Customer:

It says:

Customer:

Packets sent: 4, Recieved 4, lost: 0, Average approximate round trip: 124 ms

toughguy :

do you see any address like

toughguy :

Pinging hotmail.com [157.56.172.28] with 32 bytes of data

toughguy :

what value you are seeing within [] ?

Customer:

Can't see any []?

toughguy :

you didnt see the line staring with "Pinging"

toughguy :

if you are getting reply.. i mean if no packets are lost then we are good with connectivity

toughguy :

then probably it is a browser issue

Customer:

Oh, sorry, my mistake, [157.55.152.112]

toughguy :

no problems..

Customer:

So, what kind of browser issue might it be?

toughguy :

in terms of connectivity there is no problem as you can PING the website

toughguy :

one problem might be with Caching

toughguy :

can you please install another broswer?

toughguy :

Firefox or Google Chrome

Customer:

Ok. Will do.

toughguy :

Please access the site https://www.google.com/intl/en/chrome/browser/

toughguy :

and you can download Google Chrome browser

toughguy :

it's installation should be simple

toughguy :

once chrome is installed let me know

toughguy :

Hi.. you are able to download chrome?

toughguy :

and install it

Customer:

Yes, it's installing now, about halfway done.

toughguy :

ok.. good..

toughguy :

hope chrome install is going on smoothly

Customer:

Chrome has just installed. Am about to try and access hotmail.

toughguy :

good..

toughguy :

let me know the findings..

Customer:

Hotmail still exhibiting the same symptoms, even with Chrome.

toughguy :

interesting

toughguy :

who is your internet service provider?

toughguy :

from how long you are facing this problem?

Customer:

BT Broadband. As I said before, this problem only emerged yesterday evening, so not long.

toughguy :

ok..

toughguy :

please see that following security settings are set in your Internet Explorer

toughguy :

configure your browser to allow cookies, open your browser window, go to "Tools" and select "Internet Options". In the "Security" tab, select a moderate security level for the internet zone.

toughguy :

if it is not set to moderate security level

toughguy :

if it is different value please let me know

toughguy :

one more problem might be with SSL configuration..

toughguy :

for clearing SSL cache

toughguy :

please do the following

toughguy :

Clear SSL Slate


To clear the SSL slate:
1. Select "Tools" on your menu bar and open your "Internet Options".
2. Go for the "Content" tab and select "Certificates".
3. Click "Clear SSL Slate" and "OK".
4. You should receive a message to confirm that it has been cleared.

toughguy :

hotmail is a SECURED site, so the problem might be with SSL also

toughguy :

please try and let me know how things go

toughguy :

the problem is specific to your computer ONLY

toughguy :

there is no problem from hotmail site side

Customer:

I have done all of the above, and still nothing seems to work.

toughguy :

you mean SSL cache clearing also?

Customer:

Yes

toughguy :

what is the security setting in internet explorer?

toughguy :

Moderate or higher level?

Customer:

It says 'Medium-High', and so appears to be the middle option between 'high' and just 'medium'

toughguy :

when installing chrome did you get any option to import setting from Internet Explorer?

Customer:

No I didn't.

toughguy :

oh ok..

toughguy :

I would need remote access to check the problem.. one last option I have is to try Firefox

toughguy :

can you try installing that..

Customer:

I'll try that.

toughguy :

if it prompt for importing settings from Internet Explorer

toughguy :

donot do that..

Customer:

Ok

toughguy :

let me know how it goes..

Customer:

Firefox is currently downloading, but for the moment I've got to go and do something, so I'll update you in about 40-50 minutes, hopefully.

toughguy :

sure.. Please let me know how things go..

toughguy :

donot import settings from Internet Explorer

toughguy :

All the best

Customer:

Firefox actually worked, so I can get into hotmail now... bizarre. Anyway, thanks for all your help and all the best.

toughguy, The Computer Guy
Category: Computer
Satisfied Customers: 474
Experience: Post Graduate (Gold Medal) with 6 Years of Work Experience, 11 Year of exp in data recovery
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