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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 33886
Experience:  Over 15 years of consulting to the IT industry
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What will be the total cost?

Customer Question

What will be the total cost?
Submitted: 10 months ago.
Category: Computer
Expert:  Richard replied 10 months ago.

Hi there and welcome

For costs, you would need to speak to customer service on

***@******.***

And they can answer this for you.

When you ready, can you tell me please exactly how you would like me to assist you as this was not clear in your initial statement sorry.

Customer: replied 10 months ago.
Hi,I have bee nhaving problems with Outlook search. Now it has stopped working altogether. I have repaired Outlook, Rebuilt the index, re-indexed but still not working
Expert:  Richard replied 10 months ago.

Can you tell me which version of outlook this is please?

I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.

Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.

I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.

Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.

If you want remote click get extra help. If not simply reply to me.

Thanks,

Richard

Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 33886
Experience: Over 15 years of consulting to the IT industry
Richard and 3 other Computer Specialists are ready to help you
Customer: replied 10 months ago.
Hi I accepted your offer.
Expert:  Richard replied 10 months ago.

Thank you

Can you go to www.teamviewer.com

Click on Download in the middle of the page

Download and install the program and give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 10 months ago.
533 613 366 and 7392
Expert:  Richard replied 10 months ago.

connecting now

Customer: replied 10 months ago.
Hi Richard - could you contact me regarding the Outlook Search fix yesterday please?
Expert:  Richard replied 10 months ago.

I am here, how can I help?

Customer: replied 10 months ago.
My Outlook is now running extremely slow.
Expert:  Richard replied 10 months ago.

Since the search started working again yesterday?

Customer: replied 10 months ago.
The search is not as quick as it was but everything in Outlook is just really slow now.
Expert:  Richard replied 10 months ago.

ok, can you run teamviewer again and I can check it,

Customer: replied 10 months ago.
Could you give me a couple of minutes first please.
Expert:  Richard replied 10 months ago.

no problem

Customer: replied 10 months ago.
Sorry to keep you - I am trying to work at the same time
Expert:  Richard replied 10 months ago.

its ok

Customer: replied 10 months ago.
Ok - let's try now
Customer: replied 10 months ago.
533 613 366 and 3966
Expert:  Richard replied 10 months ago.

connecting

Customer: replied 10 months ago.
Hi Richard - sorry for the delay. I am waiting for a 25mb email which is taking ages to download. The search seems to have stopped working again.
Expert:  Richard replied 10 months ago.

ok, let the download complete and tell me if it is functioning again please.

If not, can you do the reindex as it may need to run again.

Let me know the results please.

Customer: replied 10 months ago.
ok
Customer: replied 10 months ago.
Richard - at present it says indexing complete. Do you want me to rebuild?
Expert:  Richard replied 10 months ago.

yes please, then when its done, tell me if the search now works please.

Customer: replied 10 months ago.
Ok - this wil ltake some time. When it is finished (possibly tomorrow) I'll get back to you.
Expert:  Richard replied 10 months ago.

No problem and thanks

Customer: replied 10 months ago.
Hi Richard - are you still there?
Expert:  Richard replied 10 months ago.

I am here Michael

Customer: replied 10 months ago.
Hi - The problem is the same as yesterday. Absolutely no results in search. It is still indexing but I don't think it wil lmake a difference.
Expert:  Richard replied 10 months ago.

ok, we will have to re create the mail profile again then, it will mean it needs to download all your emails again so it will put email out of work for some time.

Also, do you have the exchange information with you now so we can enter this in?

Customer: replied 10 months ago.
What info do you need?
Expert:  Richard replied 10 months ago.

You will need to have it, the information you used to connect to your exchange server, that you used when first setting up outlook.

Username, Password, ect, the information from the people who manage your exchange server (mail server)

Customer: replied 10 months ago.
Ok let me get everything and I will contact you tomorrow if that's ok.
Expert:  Richard replied 10 months ago.

I am off tomorrow, but we can do it Thursday or Friday Michael, which ever suits you best.

Customer: replied 10 months ago.
Thursday would be better for me.
Expert:  Richard replied 10 months ago.

Perfect, send me a message then when your ready please Michael

Customer: replied 10 months ago.
Ok will do - thanks
Customer: replied 10 months ago.
Hi Richard
Expert:  Richard replied 10 months ago.

Hi Michael

Do you have the exchange information so we can do this?

Customer: replied 10 months ago.
I believe so. Give me 5 minutes please.
Customer: replied 10 months ago.
Ready
Customer: replied 10 months ago.
Do you want Team viewer?
Expert:  Richard replied 10 months ago.

yes, ID and Password

Customer: replied 10 months ago.
533 613 366 and 9610
Customer: replied 10 months ago.
Hi Richard. Searchfix has now been created.
Expert:  Richard replied 10 months ago.

ok, now open outlook, select SearchFix from the list, let outlook download all the emails and tell me if you can now search please.

Customer: replied 10 months ago.
No it's still not working. No search results
Customer: replied 10 months ago.
It's stil d ownloading emails but when I search for the most recent email it still doesn't find it.
Expert:  Richard replied 10 months ago.

ok, but it will need to finish downloading, then index, you need to first let it download them all please

Customer: replied 10 months ago.
ok
Customer: replied 10 months ago.
Still downloading I am afraid. Shall we pick up tomorrow?
Expert:  Richard replied 10 months ago.

no problem Michael

Customer: replied 10 months ago.
Hi Richard
Customer: replied 10 months ago.
Are you there?
Expert:  Richard replied 10 months ago.

Hi, I am here

Customer: replied 10 months ago.
Ok. All indexing finished but the problem remains.
Expert:  Richard replied 10 months ago.

ok, go to File, Account Settings, Click on your Account, Change Settings and and unchecked the checkbox Cached Exchange Mode

Then restart the computer and tell me if it then searches please.

Customer: replied 10 months ago.
Hi Richard - I have just done that in the new Searchfix profile created yesterday. I think the search works in uncached mode but it shows as Online with Exchange and not connected to Exchange. The problem is that Outlook the nruns really slowly. Are you able to talk. I can call you?
Expert:  Richard replied 10 months ago.

I am unable to call but the issue is clear. How slow is it compared to normal as we are at the point now of a full outlook reinstall

Customer: replied 10 months ago.
How long would that take?
Expert:  Richard replied 10 months ago.

A few hours to do, and you need to add the email account again as it will be all gone.

Customer: replied 10 months ago.
Hell - I can't do that now. I need the machine for work.
Expert:  Richard replied 10 months ago.

ok, but do you till have the office disks?

Customer: replied 10 months ago.
Am looking for them now.
Customer: replied 10 months ago.
No disk - just an activation key
Expert:  Richard replied 10 months ago.

25 digits? (do not put it here)

Customer: replied 10 months ago.
Expert:  Richard replied 10 months ago.

ok, then you download it here

https://setup.office.com/

When you ready to do the operation, you go to Control Panel, Programs, Uninstall a Program

Choose Microsoft Office, then uninstall.

Once done, restart the computer

Then you restart the computer, and download it from my link and install it again.

Once installed, add the exchange account again, let it update and tell me if it now searches please.

Customer: replied 10 months ago.
Ok. I'll try repair first.
Customer: replied 10 months ago.
Hi Richard. The rebuild has worked - up to a point. I am using my original profile in Connected to Exchange mode. The search is working but fairly slowly. Results are coming through so it is an improvement. Do think reinstalling Outlook will cure the problem?
Expert:  Richard replied 10 months ago.

I do, as the issue is likely to come back and I want a permanent solution for you.

But you can monitor it first and see if you feel the need to reinstall.

Customer: replied 10 months ago.
Ok then I think we had better do it. I have another laptop that is running very slowly. Its an Asus Eee that I used to use when travelling. Could you look at it to see what the problem might be so I ca nuse it as a backup machine. I am happy to pay another remote fee etc.
Expert:  Richard replied 10 months ago.

ok, if you can make a new question here I can do this for you.

http://www.justanswer.com/computer/expert-richieme

Customer: replied 10 months ago.
I did but not sure I got you. I am seeing a piucture of another tech.
Expert:  Richard replied 10 months ago.

I have not received it yet, but complete the process, it will come to me, to be sure you can put in

ONLY FORCustomerat the start

Customer: replied 10 months ago.
I am still getting Andy.
Hi, Michael
I am Andy, a Senior Computer Expert who will make sure you get the best answer possible for your question: "ONLY FORCustomer Richard I need help with an Asus Eee that." My colleagues and I just need a few more details about your situation and we will get to work.
Expert:  Richard replied 10 months ago.

yes its ok, submit the question and it will come to me

Customer: replied 10 months ago.
I have done it all but it's asking for a login and I have forgotten my password!! I am waiting to receive a tempory one via email.
Expert:  Richard replied 10 months ago.

I responded to the question

Customer: replied 10 months ago.
It's been 15 mins no password.
Expert:  Richard replied 10 months ago.

ok you would need to contact customer service on***@******.*** for these things, I have no access to it

Customer: replied 10 months ago.
Hi Richard
Customer: replied 10 months ago.
Hi Richard - could you get in touch?
Expert:  Richard replied 10 months ago.

Hi, I am here and I received your message.

Customer: replied 10 months ago.
Hi. Couold you remind me how long you thin it wil ltake to re-install outlook and the data files?
Expert:  Richard replied 10 months ago.

The installation will take an about an hour

Then you add the exchange account and wait for your emails to download, which will take as long as it did last time you did this.

Then allow indexing to complete.

Customer: replied 10 months ago.
Ok. Will you be around early tomorrow morning?
Expert:  Richard replied 10 months ago.

yes

Customer: replied 10 months ago.
Ok - Do I need to do anything beyond uninstalling and then re-install?
Expert:  Richard replied 10 months ago.

no, just reinstall, then add the exchange account again

Customer: replied 10 months ago.
Ok.
Customer: replied 10 months ago.
BTW the Acer is still running slow.
Expert:  Richard replied 10 months ago.

Was there any improvement in speed?

Customer: replied 9 months ago.
No
Customer: replied 9 months ago.
Richard are you there?
Expert:  Richard replied 9 months ago.

yes...

Expert:  Richard replied 9 months ago.

you took a refund on the Acer question so you would need to make a new question if you want to do anything further with it.

Customer: replied 9 months ago.
I didn't mean to do that. I queried some costs and the person I spoke said she would refund. I am trying to log into my account but having problems. As soon as I ca nfix that I will be in touch. I still need your help with my outlook issues.
Customer: replied 9 months ago.
It appears I have 2 Just Answer accounts. I have been trying to get them merge through your customer services. I still need your help with my Outlook issues and also am happy to pay for help with the Acer that is still running slow. I appreciate I will have to ask another question to do this.
Expert:  Richard replied 9 months ago.

ok.. but did you complete the reinstallation of outlook as we left off?

Customer: replied 9 months ago.
No not yet. Do I need to save any outlook data files?
Expert:  Richard replied 9 months ago.

ok... we went all through this last month and I can not recall now....

When you added the other profile before, all your emails were there right? As they are on the server?

Customer: replied 9 months ago.
I have three different profiles and around 8 different email addresses. I just don't want to lose anything.
Customer: replied 9 months ago.
Also when we added the new profile we did not uninstal Outlook
Expert:  Richard replied 9 months ago.

yes, adding a profile is not reinstalling outlook.

You will need to do the reinstalling and add the accounts again.

If they are stored on the server they will be returned.

Customer: replied 9 months ago.
Ok. I will do it later today. What time will you be there until?
Expert:  Richard replied 9 months ago.

I am nearly at the end of the day but back on on Monday

Customer: replied 9 months ago.
Ok. Have a good weekend.
Expert:  Richard replied 9 months ago.

you too Michael

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