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Mike the Mac Medic
Mike the Mac Medic, Mac Support Specialist
Category: Mac
Satisfied Customers: 8990
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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I have an apple laptop. Until about 4 weeks ago i could search

Customer Question

I have an apple laptop. Until about 4 weeks ago i could search my emails for any previous communications. I relied on that function for work . Now when i do that search it doesn't work. I asked microsoft to help and they don't work with apple and i asked apple and they said its a microsoft issue. Why?
Submitted: 2 years ago.
Category: Mac
Expert:  John T. F. replied 2 years ago.
Hello! My name is***** will work diligently to provide accurate advice and information.

Do you use the Microsft Outlook application or Apple's Mail app to access your email account?

John
Customer: replied 2 years ago.

I have always use microsoft outlook

Expert:  John T. F. replied 2 years ago.
Ok and what version of Outlook do you have installed?

John
Customer: replied 2 years ago.

i don't know.how do i find that info? Are you in london? I would bring my laptop to you if you think its resolvable because microsoft and apple cant resolve it and i need that feature for work

Expert:  John T. F. replied 2 years ago.
No I'm in the US and JustAnswer does not offer drop off service in any case, sadly.

Open Outlook

click "Outlook" in the menu bar at the top of the screen and choose "About Outlook".

It should list the version.

Thanks,
John
Customer: replied 2 years ago.

When i click on outlook it takes me straight to emails. I can't see where it says about outlook. How else can i find the info? can i call you and pay you to walk e thru to get my email history re instated?

Expert:  John T. F. replied 2 years ago.
You are accessing your mail via the MS Outlook app on your Mac, correct, and not via Safari or another web browser through the outlook.com website?
When you open Outlook and you look at the menu bar at the very top of the screen, what does it say directly to the right of the Apple logo?
Customer: replied 2 years ago.

Directly to the right of apple symbol it says about safari...and

Version 7.1 (9537.85.10.17.1). When i access emails i click on safari and then go to outlook

Expert:  John T. F. replied 2 years ago.
Ok so you access your mail via the Outlook website only...

What happens when you search, do you just not get back any results?

John
Customer: replied 2 years ago.

When i search my emails after about 25 seconds i get a message :

"Outlook.com was not able to complete this request. Microsoft may contact you about any issues you report."

The other thing i noticed at the same time this function started happening

- my email no longer saves sent messages anymore. I don't know if they are related.

Expert:  John T. F. replied 2 years ago.
Let's try this;

Open Safari

Click "Safari" in the menubar

Choose "Reset Safari"

On the dialog window that opens, all options should be checked except the following (if they exist)
- Remove saved names and passwords
- Remove other AutoFill form text

Click "Reset"

When it's done, restart Safari, and see if the issue is resolved.

John
Customer: replied 2 years ago.

When i do this i see all of the 7 boxes are ticked already:

1.clear history

2.reset top sites

3.reset location warnings

4.reset website notifications

5. remove website data

6.clear windows downloads

7.close all safari windows

So i clicked reset and start safari and that has not retired anything re searching email messages

Expert:  John T. F. replied 2 years ago.
Ok to confirm, the reset completed and Safari restart but you get the same message when trying an email search?

John
Customer: replied 2 years ago.

The message says :

Something happened on our end. Please refresh your browser or close it and sign in again.So, signed in again and then it goes back to same message as before

Expert:  John T. F. replied 2 years ago.
Ok, let's try to confirm whether this is a browser issue.

Please download Firefox from the following link and then try accessing your Outlook account with it to see if the same error occurs.

https://www.mozilla.org/en-US/firefox/new/

John
Customer: replied 2 years ago.

Installed mozilla and the same thing happened. If i go on my brothers laptop the same thing happens but when he searches his emails it doesn't happen to him.

Expert:  John T. F. replied 2 years ago.
Does he access Outlook the same way, via a web browser?

John
Customer: replied 2 years ago.

he has an apple laptop like me and goes in via google

Expert:  John T. F. replied 2 years ago.
To clarify; does he have an Outlook account? ... or is it a gmail account?

John
Customer: replied 2 years ago.

he has outlook and gmail account

Expert:  John T. F. replied 2 years ago.
Ok you mentioned Google so I wanted to make sure. So his Outlook account performs searches as expected?

John
Customer: replied 2 years ago.

On my brothers apple laptop he can use google and outlook and search his emails. I cant search on his computer in my emails.

Customer: replied 2 years ago.

so , what is broken please and how do i fix it?

Expert:  John T. F. replied 2 years ago.
Unfortunately, Lauren, I'm going to have to opt out and let another Expert see if they can work this out. Given it only effects your account and it happens on multiple computers, this seems to be a specific issue wth your Outlook account and not your Mac.

Thanks and good luck!

John
Expert:  Mike the Mac Medic replied 2 years ago.
Go to System Preferences / Spotlight / Privacy drag your hard drive Macintosh HD to that window. Close Preferences. Then restrt and reopen System Preferences / Spotlight / Privacy and select Macintsh HD in that window and remove it by selecting the minus sign. Then go to Search Results tab and check all boxes. Give it some time to rebuild the databse and then see if you can now search in Outlook.
Customer: replied 2 years ago.

Can i pay you to do this remotely?

Expert:  Mike the Mac Medic replied 2 years ago.
You can consider a bonus if I am successful.

Go here and click on Join Remote Control Session:

http://www.teamviewer.com/en/index.aspx

Then give me the ID and Password *****
Customer: replied 2 years ago.
###-##-####/p>

p/w= 3806

what is yours - theres a place asking for yours?

Customer: replied 2 years ago.
###-##-####/p>

3806

Expert:  Mike the Mac Medic replied 2 years ago.
OK let me know I didn t see Outlook?
Customer: replied 2 years ago.

Its more than an hour...shall i check now?

Expert:  Mike the Mac Medic replied 2 years ago.
Yes go ahead
Customer: replied 2 years ago.

still cant access email search function

It sent a message:Outlook.com was not able to complete this request. Microsoft may contact you about any issues you report.

Can we try anything else?

Expert:  Mike the Mac Medic replied 2 years ago.
Can I look again?
Customer: replied 2 years ago.

Yes of course.

Expert:  Mike the Mac Medic replied 2 years ago.
OK I will need a new ID and password.
Customer: replied 2 years ago.

how do i get a new one?

Expert:  Mike the Mac Medic replied 2 years ago.
Just open that app you downloaded again and it will give you new number.
Customer: replied 2 years ago.
###-##-####/p>

4463

Expert:  Mike the Mac Medic replied 2 years ago.
I got disconnected. Trying to connect.
Expert:  Mike the Mac Medic replied 2 years ago.
I can't connect this is how you do it:

http://www.cnet.com/how-to/how-to-set-up-mac-mail-to-use-imap-for-outlook-com/

If you are satisfied, please kindly Accept and provide an OK Rating - or Above or I don't get paid. Keep in mind you can always come back to this page at any time regarding this question. If we solved your problem, giving me high marks on the survey and / or bonuses are also GREATLY appreciated. Thanks!!
Customer: replied 2 years ago.

i will pay you whatever you ask to do it for me...i dont have the confidence to do myself.

Expert:  Mike the Mac Medic replied 2 years ago.
OK does $60 bonus sound ok? If so can you give me another number I got kicked out?
Customer: replied 2 years ago.

yes i will pay 60 if you get it working for me

Expert:  Mike the Mac Medic replied 2 years ago.

Ok I need a new ID and password ***** Do you know if you use two step verification for outlook.com?

Customer: replied 2 years ago.

I don't know what that means..2 step verification.

When i click on the team viewer icon it wont open. why?

Expert:  Mike the Mac Medic replied 2 years ago.
OK then no I hope. Restart the computer and try it again
Customer: replied 2 years ago.
###-##-####/p>

1153

Expert:  Mike the Mac Medic replied 2 years ago.
Let me know how it goes. If you want to give a bonus you can after you rate me. You can always come back. Good luck.

If you are satisfied, please kindly Accept and provide an OK Rating - or Above or I don't get paid. Keep in mind you can always come back to this page at any time regarding this question. If we solved your problem, giving me high marks on the survey and / or bonuses are also GREATLY appreciated. Thanks!!
Mike the Mac Medic, Mac Support Specialist
Category: Mac
Satisfied Customers: 8990
Experience: Over 20 years IT experience with Apple computers in publishing, marketing and design.
Mike the Mac Medic and 6 other Mac Specialists are ready to help you
Customer: replied 2 years ago.

I sent you 20 british pounds. I hope you got it. Thank you for your patience with me.

Expert:  Mike the Mac Medic replied 2 years ago.
No problem thank you. Cheers!!