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Ask Ansh P. Your Own Question
Ansh P.
Ansh P., Email Expert
Category: Email
Satisfied Customers: 8148
Experience:  10 years experience in Mail Software/Webmail technology.
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my emails are not coming through onto my computer or my ipad

? what have i done... Show More
? what have i done or need to do
Submitted: 3 years ago.
Category: Email
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Ask Your Own Email Question
replied 3 years ago.

Ansh P. :

Hi and welcome. I'm Ansh and today, I will be trying my best to solve your issue.

Ansh P. :

Are you talking to me from the computer now?

Customer:

yes

Ansh P. :

What is the operating system of the computer?

Customer:

packard bell

Ansh P. :

Is it Windows 7?

Customer:

sorry yes

Ansh P. :

And which browser like Internet Explorer?

Customer:

google. i think im not very good on the computer sorry

Ansh P. :

Is it a blue e icon?

Customer:

internet explorer

Ansh P. :

Cool

Customer:

yes its blue e

Ansh P. :

Can I take a look remotely, why the emails are not coming

Customer:

yes

Ansh P. :

pls click on this link and join the session: http://166.78.231.170:8040/?Session=abb1c2f6-323c-4e7d-b42a-e8c0edf8cdc9

Ansh P. :

I think you are not using Internet explorer

Ansh P. :

You are using Chrome or Firefox

Customer:

oh right its prob chrome

Ansh P. :

Did you saved the tool when prompted?

Customer:

no

Customer:

my norton secure said it wasnt safe

Ansh P. :

Press Ctrl + J, it will bring the downloads window, see if elsinore is listed there > If yes, double click on it

Ansh P. :

Yes that's normal as remote desktop tool will be flagged as red unless you know what you are doing.

Customer:

it might help for you to know my email was hacked into last week and i changed my password XXXXX thats it .

Ansh P. :

The hacked may have changed something

Ansh P. :

hacker*

Ansh P. :

Can you try the remote desktop again, will take moments to fix this if I get that

Customer:

ok

Ansh P. :

thanks

Customer:

ok ive got it

Ansh P. :

double click on it pls

Customer:

i have but nothing coming up

Ansh P. :

Try again to save it and let me know

Customer:

ok

Ansh P. :

thanks, XXXXX XXXXX know when done

Customer:

ive tried and i cant get it back for some reason

Ansh P. :

now, click ctrl + j to open downloads

Ansh P. :

and double click on elsinore

Customer:

ok i think ive done it

Ansh P. :

yes pls wait

Customer:

any luck

Ansh P. :

yes joined, thanks

Ansh P. :

open your mail pls and don't move the cursor

Customer:

so do i need to go into my email account i know i sound thick your probably nodding right now

Ansh P. :

yes pls and after that give me control please

Ansh P. :

It should work now

Ansh P. :

Hacker had changed your settings

Customer:

so all my emails that were sent between then and now have they received them ?

Ansh P. :

unfortunately yes and they might have got the email for password XXXXX too

Ansh P. :

also, those mails are not recoverable

Ansh P. :

pls change your password XXXXX and things should be good from now on

Customer:

omg thats terrible so should i change it again ?

Ansh P. :

yes

Ansh P. :

to a strong password

Customer:

thank you so much for your help your a star.

Ansh P. :

Really glad to help you today and thanks a lot!