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Richard
Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 38510
Experience:  Over 15 year experience resolving Microsoft Office Issues
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Hi, I have Microsoft Office:mac 2011. but although I dont

Resolved Question:

Hi, I have Microsoft Office:mac 2011. but although I don't use it much I have emails stored on Outlook and when I try to access Outlook I get "could not change to that identity. An unknown error has occurred in Outlook"
I have tried to reload but it makes no difference.
Please advise
Submitted: 3 years ago.
Category: Microsoft
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Can you hold the option key down on the keyboard, then with it held down, open Outlook.

You are brought to the identity window. Click on the main identity and click Rebuild.

Let this complete and when it has, tell me if outlook now opens please.

Thank you
Customer: replied 3 years ago.

hi


when I do this, it clears my screen and I get


outlook box


select identity


Main Identity in central box window and down the side New, rename, delete Quit and ok

Expert:  Richard replied 3 years ago.
yes, you click on Main Identity, then you will see Rebuild. You click this please Geoffrey.

Let me know the results please

Customer: replied 3 years ago.

I get - could not change to that identity

Expert:  Richard replied 3 years ago.
Ok, do the following please

Open your Documents folder in Finder.

Inside there should be a Microsoft User Data folder.

After that you should find an Office 2011 Identities folder.

Drag the Office 2011 Identities folder to the Desktop and see if Outlook opens correctly.

Let me know the results please

Customer: replied 3 years ago.

nope, same response


can I delete outlook and reload it .... I haven't done that yet, just reloaded t he whole disc

Expert:  Richard replied 3 years ago.
That is the step after this Geoffrey.

First, hold Option, then start outlook till you get to the window again.

Then click on your identity and click Delete.

If deleted, then open Outlook and you should be able to set it up again like when you first received it.

Let me know the results please

Customer: replied 3 years ago.

sorry nothing doing .... was on a call .... sorry for the delay

Expert:  Richard replied 3 years ago.
No problem,

But you were able to Delete the Identity?

Customer: replied 3 years ago.

the identity disappears and I quit then try again and get the same response as before

Expert:  Richard replied 3 years ago.
ok, we do need to reinstall Outlook.

Drag it to the trash to uninstall, then restart the computer.

Then install Outlook again like you first did and then open it.

Let me know the results please

Customer: replied 3 years ago.

hi neither means of opening works .... with or without the option key.... same box comes up

Expert:  Richard replied 3 years ago.
Can I log on and look please on the connected computer?

It is easier to work with you on this. You can see and control everything I do

Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a Code and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.

sorry I did something wrong .... it has opened a remote box for me to access my computer, will try again


 

Expert:  Richard replied 3 years ago.
ok thanks,

But a window will open, and it gives you an ID and Password.

This is what I need.
Customer: replied 3 years ago.

that didn't happen


it loaded 47mb onto my computer and gave me remote access


will try again


 

Expert:  Richard replied 3 years ago.
ok, thanks
Customer: replied 3 years ago.

ID XXXXXXXXX /p>

password XXXXX

Expert:  Richard replied 3 years ago.
The code is blocked, you need to repeat it with a space

eg: 1 2 3 4 5 6 7 8 9
Customer: replied 3 years ago.

6 3 3 8 1 3 6 5 3

Expert:  Richard replied 3 years ago.
connected
Customer: replied 3 years ago.

says we can't open cause its in trash

Expert:  Richard replied 3 years ago.
yes, I want you to run Teamviewer again and give me the ID and password
Customer: replied 3 years ago.

6 3 3 8 1 3 6 5 3


8097

Expert:  Richard replied 3 years ago.
connect
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