How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Viet -MS Office Tech Your Own Question

Viet -MS Office Tech
Viet -MS Office Tech, Other
Category: Microsoft Office
Satisfied Customers: 35784
Experience:  Ten years of computer hardware and software support; Windows 10 8 7 Vista XP & Mac; Microsoft Office, etc.
30037186
Type Your Microsoft Office Question Here...
Viet -MS Office Tech is online now

Today I have been unable to receive and send emails by Outlook

Resolved Question:

Today I have been unable to receive and send emails by Outlook 2013. Also a dialogue box keeps coming on my screen headed Internet E-mail - john_bush. Enter your user name and password ***** the following server. It has my server as mail.btinternet.com; it has my user name as john_bush and my Password, which I believe is correct. There's a box to click to save this password ***** your password ***** and then an OK or Cancel buttons. Although I've clicked the relevant bits in this, it still has not cleared the problem. My emails won't send or receive.
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  Viet -MS Office Tech replied 2 years ago.
Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.

I'm sorry about the issue. Are you still able to use your btinternet email at the website http://www.bt.com/?

Do you have windows xp, vista, or 7, or 8, or 8.1?

Please reply at the box below. Thank you





Customer: replied 2 years ago.

Yes I can access emails via bt.com

Windows 8.1

Expert:  Viet -MS Office Tech replied 2 years ago.
Thank you. Do you remember your exact email password?

Can we do a remote session, so we can chat, and I will be able to help you directly?

Please reply at the box below. Thank you



Customer: replied 2 years ago.

Is it safe for me to reveal to you my password?

Yes we can do a remote session

Expert:  Viet -MS Office Tech replied 2 years ago.
Don't provide your password. Please click on the website below in order to connect with me.

http://www.justanswer.com/remotedesktop/join.aspx?Session=510c946d-f712-4e7e-92e3-57c38746ffbc

Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you.



Customer: replied 2 years ago.

Can we contact in some other way? My Norton antivirus is suspicious of the website, and claims there is insufficient experience of it to say it is safe.

Expert:  Viet -MS Office Tech replied 2 years ago.
With remote support session, you can see everything I do on the screen, and you can stop anytime using your mouse. And we have an A+ rating at the Better Business Bureau website:

http://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403

If you are still not comfortable, I can certainly provide you written instructions you can try for fixing this issue.

At the website http://www.bt.com/, are you able to sign in your btinternet email address with your email password?

In Outlook 2013, can you delete your btinternet account there, then re-add it?

Please reply at the box below. Thank you









Customer: replied 2 years ago.

My email password ***** the bt website is different from my password ***** Outlook. Yes I can sign in to the bt website

I don't know how to delete my btinternet account and re-add it on Outlook.

I am finding it confusing that whenever I reply to you, my message disappears, and then I find it difficult to find your reply. Whenever I have sought help from others before, both parts of the dialogue stay on the screen

Expert:  Viet -MS Office Tech replied 2 years ago.
I'm sorry, that is strange. No, your btinternet email address password ***** outlook must be the same as on the website. What happens when you enter the working password (it is case-sensitive) in outlook? Thank you
Customer: replied 2 years ago.

it's there already as a remembered password, and I know it is correct because of the number of stars. I oppress OK but still my emails don't sent or come in, and later the box reappears

Expert:  Viet -MS Office Tech replied 2 years ago.
Can you delete the stars and enter the password ***** is currently working on the bt.com website?

Thank you

Customer: replied 2 years ago.

yes, but this only appears when I am using Outlook, not when I am using the bt website

Expert:  Viet -MS Office Tech replied 2 years ago.
I know, when it shows that password ***** box in outlook, delete the stars, then enter your correct bt email password (that password ***** works at the bt website), then click OK, then what happens? Thank you
Customer: replied 2 years ago.

as of now my pending 2 emails have been sent, but then an error message has come to the screen saying Outlook cannot download folder inbox from the IMAP.......Error cannot connect to the server.....

Expert:  Viet -MS Office Tech replied 2 years ago.
In Outlook, can you go to File menu, then Account settings / Account settings, then remove the btinternet account, then add it back?

graphic

Please let me know. Thank you



Customer: replied 2 years ago.

I can go into account settings, but when I propose to delete, warnings come up saying i'll lose things, and it appears unsafe

Expert:  Viet -MS Office Tech replied 2 years ago.
Do you still have all your email messages at the bt.com website? Thank you
Customer: replied 2 years ago.

yes, but only from 5.1.14

Expert:  Viet -MS Office Tech replied 2 years ago.
Can you change your btinternet email password ***** the website below:

https://register.btinternet.com/cgi-bin/chpasswdsso

, then go to the bt.com website and make sure that you can sign in with the new email password

, then in outlook, go to account settings, then click your btinternet account , then click on change..., then update your email password ***** then check.

Thank you







Customer: replied 2 years ago.

thank you, ***** ***** password ***** both bt and Outlook seems to have solved the problem

I'm pleased the problem has been solved, but I don't understand why it occurred at all!

Expert:  Viet -MS Office Tech replied 2 years ago.
You're welcome. Great. I think , for security purpose, once in awhile BT wants you to change your password. If you need anything else, please let me know anytime. Also, can you please take a moment to rate my service below? Thank you very much for your patience.
Customer: replied 2 years ago.

Thank you too for your patience - it has taken a long time, but I have the desired outcome!

Expert:  Viet -MS Office Tech replied 2 years ago.
You're welcome. Please rate my service by clicking on a face icon / service option below, then click on Submit when it shows up. Thank you.
Viet -MS Office Tech, Other
Category: Microsoft Office
Satisfied Customers: 35784
Experience: Ten years of computer hardware and software support; Windows 10 8 7 Vista XP & Mac; Microsoft Office, etc.
Viet -MS Office Tech and 4 other Microsoft Office Specialists are ready to help you

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • jstinehelfer

    jstinehelfer

    Information Systems Manager

    Satisfied Customers:

    23
    A+ Comptia Certified computer repair
< Previous | Next >
  • http://ww2.justanswer.com/uploads/JS/jstinehelfer/2012-6-6_215146_Pictureofme1.64x64.png jstinehelfer's Avatar

    jstinehelfer

    Information Systems Manager

    Satisfied Customers:

    23
    A+ Comptia Certified computer repair
  • http://ww2.justanswer.com/uploads/JA/JasonJames122/2011-12-16_135647_jasonjamesheadshotweb.64x64.jpg JasonJames122's Avatar

    JasonJames122

    Computer Enthusiast

    Satisfied Customers:

    0
    I manage all information systems (network of Windows PC's and servers with Microsoft Office products) for a small business
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    233
    Computer Software Specialist for more than 10 years
  • http://ww2.justanswer.com/uploads/JA/JACUSTOMERf8udkdxk/2013-8-3_15150_323738101505074393259301621172992o.64x64.jpg KamilAnwar1's Avatar

    KamilAnwar1

    Office Specialist

    Satisfied Customers:

    119
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    111
    Certified Expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/WI/Windowspcfix/2013-8-19_153826_ja12.64x64.jpg James K.'s Avatar

    James K.

    Consultant

    Satisfied Customers:

    110
    Technical Director of IT Company
  • http://ww2.justanswer.com/uploads/KR/krkljatorm/2012-6-24_153417_ITMiro.64x64.jpg IT Miro's Avatar

    IT Miro

    Computer Scientist

    Satisfied Customers:

    56
    Bachelor's Degree in Information Technology, Microsoft Certified Professional