Hello! My name is*****I am a certified computer professional who will assist you.
Please tell me if you recently installed Outlook on your Mac, and can't find the e-mails, or you have been using Outlook on your Mac for a while now, but the e-mails suddenly disappeared?
As far as new questions go, I see only this one. Thanks for the additional question description.
May I know if you access the same e-mail account on another computer or device, such as your phone or tablet? If so, are the e-mails missing there as well?
Regarding the JustAnswer subscription:
If you would like to enable it, but wasn't offered to do so, you can contact the JustAnswer customer service on this link:
Both the chat and phone support is available. Just choose the "Payments & Billing" category and "Memberships" as a topic, and click Apply.
I am not sure why the e-mails disappeared, but I can take a look at it by connecting to your Mac computer remotely. Let me know if you would like that.
Please try with this link:
As far as solving the e-mail problem remotely goes, a Secure Remote Assistance is considered as a Premium Service so there is an extra charge. However, what I can do is lower the standard fee which is $39 to a minimum fee of $5. That is the best I can do for you.
I will send you the offer now so you can review it. If you agree to the extra $5 charge, you can accept the offer and we can proceed with the Secure Remote Assistance.
As I explained, Secure Remote Assistance is now one of the Premium Services. It might have been free before, but not any more. I am sorry for that. Other Premium Service, for example, is Phone Assistance. So, there is additional fee for that. I cannot proceed with a Secure Remote Assistance if you don't accept the offer. Minimum price I can set for it is $5.
I can try, but it isn't as effective as remote assistance that allows me to see the problem directly.
OK, let's proceed using this chat mode.
Other than using e-mail programs such as Outlook or Entourage, is there a way to access your e-mail account using a web browser (web mail interface)?
I am very glad you found the e-mails!
Regarding the Windows Live Mail issue: did the deleted e-mails always go to Trash instead of Deleted Items mailbox?
OK, no problem. Windows Live Mail usually puts the deleted e-mails into the Deleted Items mailbox, but that can be changed. To have the e-mails you delete put into the Deleted Items mailbox, rather than Trash, follow these instructions:
1. Start Windows Live Mail
2. Locate your e-mail account on the left. Right-click its name or e-mail address and select Properties
3. You will see several tabs. The tabs number and options displayed there depends on the account type used (IMAP, POP, Exchange). Assuming it is an IMAP account type, click on the IMAP tab
4. Make sure the "Store special folders on IMAP server" check-box is checked. Then, for "Deleted Items path:", type Deleted Items
5. Click OK and confirm that you want to refresh the folder list if asked
6. Now delete some e-mails and check if it went to Deleted Items mailbox
In case the account hasn't been configured as IMAP, please check all tabs shown there when you click Properties. One of them should display the option to change the mailbox for deleted items.
Let me know if it worked.
OK. Please tell me if it is a GMail e-mail account, Yahoo! e-mail account, or some other e-mail account? Also, was it configured as POP or IMAP? You can check that by right-clicking on the account and selecting Properties, and then click on the Servers tab.
OK. When you right-click on the e-mail account and select Properties, do you see the IMAP tab listed? If so, does it mention "Deleted Items path"?
All mailboxes you see under your e-mail account are a part of the e-mail account and are saved both on the computer and the e-mail server. Since the account is configured as IMAP, any change you do on your computer, such as delete an e-mail, move an e-mail, etc, will automatically be synced with the e-mail server.
However, all mailboxes you see under the Storage folders are not a part of the e-mail account. The mailboxes there represent mailboxes that are saved only on your computer, and not on the e-mail server.
So, if the Trash is under Inbox, it means it a part of the e-mail account. It probably cannot be deleted or renamed since it is used by the e-mail server, but you should be able to choose another mailbox to put the deleted e-mails into.
Since you say the e-mails now don't go anywhere, please do this test:
1. Right-click on the e-mail account and select New folder...
2. Give it any name that is not taken yet, for example, test123, and click OK
3. You should then see test123 created under your e-mail account, not under Storage folders
4. Now right-click on the e-mail account again and select Properties
5. Click on IMAP
6. For "Deleted Items path", type test123 and click OK
7. Click Yes to refresh the folder list
8. Now delete an e-mail message. Check if it went to test123 or elsewhere
No problem, you can try it whenever you are available. Yes, UK time.
I am sorry to see the problem persists. It could be a server issue.
Is the same e-mail account set up on another computer or device, other than your husband's computer?
It's quite strange, indeed. Since you see different folder structure on every device, I suggest checking with the web mail directly. Since you mentioned the account was hosted by Vidahost, you should be able to use this link to sign in:
However, there may be another link for the web mail access, so check with the information you received from Vidahost when setting up the e-mail account.
Once logged in, see the folder structure there. Also, delete an e-mail and check where it went.
The folder structure you see on the web mail should be present on all devices you access that account on. To confirm, your husband's computer with Windows Live Mail sees the same folder structure as on the web mail, but the problem is only with deleted items that don't go anywhere?
Thanks for the update!
If you don't need the e-mails that are both in "Trash" and "Deleted Items", go ahead and delete them. It is possible they caused the problem. Use the web mail interface to delete the e-mails in "Deleted Items" and use your computer or another device to delete the e-mails in "Trash". When using a computer, you can quickly select all e-mails in a folder by pressing the Ctrl and A buttons. You can then press the Shift and Delete keys at the same time to permanently delete the selected e-mails.
After that, exit and re-start Windows Live Mail. Access the IMAP tab in Windows Live Mail and set a desired folder for "Deleted Items path:". Delete some e-mails and check if it went to that folder.
Let me know the results.
Thanks for the additional information!
It is possible that the problem is with Windows Live Mail, especially since the e-mails you delete now don't appear anywhere. For that reason, my next suggestion would be to remove the account from Windows Live Mail, restart Windows Live Mail and re-add the same account. Since you use IMAP, none of the e-mails will be lost, but everything will be re-downloaded from the e-mail server.
OK, let me know the results.
Hello again, Mary!
It's quite an unusual problem.
Are the "Deleted Items" and "Trash" mailboxes located within the "Inbox" mailbox like their sub-folders, or are not sub-folders, but only shown below "Inbox"?
Thanks for confirming!
I am really not sure what the cause of the problem is. It's really an usual problem!
What I can suggest you next is to check with any other e-mail program on your husband's computer. Add his account there and check if there is any difference compared to Windows Live Mail.
If there is Microsoft Office installed, you can use Microsoft Outlook. Start it and select to add an account when asked. If not asked, click on File and then on Accounts Settings and Account Settings... again. Select New... and type the account information.
Wait until all the e-mails have been downloaded, and then check where the e-mails go when you delete them.
Another good e-mail client is Mozilla Thunderbird. It is free and can be downloaded on this link:
When installed, start it and then it will offer you to add an existing e-mail account. Type the account information. Wait until all the e-mails have been downloaded, and then check where the e-mails go when you delete them.
No problem. Whenever you are available again, we can continue.
How is it going? Have you had a chance to follow the instructions I sent you several days ago?
Let me know,
OK, thanks for letting me know. Have fun with the kids! :)
Hello again!Thanks for your reply and feedback.
I am looking forward helping you again!