Microsoft Office Questions? Ask a IT Expert for Support ASAP
Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.
i will have to take a look at the outlook to actually let you know where the problem is.
let me know when you are ready.
Hi Michelle - thanks
will it help if I give you some background ?
sure please go ahead
or you can show me on your screen as well
i can do a remote access
ok - let's set that up then
click on the link and the click on the green button on the scree to install and run Ammyy
it's just setting up now
let me know the "your ID"
43 099 467
give me 2 mins
whilst we're waiting i'll give you some background
back in august I had only outlook and wanted exchange so my emails were supported (This was the mailbox Anne). so I eventually set up a new profile (Outlook). I didn't have time to actually get my mails supported so I'm now running on the Outlook folder, but it shows up some error messages to do with back ups.
All has been fine until this weekend when suddenly I saw that I'd lost 1000's of emails - I should have around 12500 in my inbox. I can't access the other folders and the whole presentation is wrong
I've lost the sent mails too
I have aback up on a hard drive from about 3 weeks ago and I can live with that but I don't want to cock it all up any further
i am connecting now
to your screen
I am disconnected
do you mean here?
no not here
i am disconnected from the remote please click on allow on the authorization box
did the system restore run successfully?
HI michelle - yes laptop started ok - but outlook just the same - still got same emails
download and install scan pst and then close outlook and after that run scanpst and choose the file to repair it,
where do I download it from
let me give you the lin
and which file do I choose to repair?
open this link
sorry the location
C:\Program Files\Microsoft Office\Office12
you will find scanpst double click on it to run it
it isn't there
scanpst is an internal ms office outlook internal file however if its not there then we will have to uninstall outlook and reinstall it back
and how does that affect the mails?
didn't you use scan pst before on other fils?
you already have the psts backed up correct?
i use it on my computer and it did repair the file but there was no message all blank screen
if you have the office disk handy i can do the job for you
the last backup I have is from mid november
ok i'll go and get the disk
I've got the disk but I don't understand what / why we are doing this
I've currently got 2 profiles - anne which is correct to mid aug - then the profile outlook which was ok until Thursday/friday
so if we reinstall outlook will we have to reinstall the 2 outlook profiles?
removing outlook and reinstalling will get the scanpst.exe file back however it will not effect your emails as you have a backup
so will you then load the 2 profiles back onto outlook?
yes i will all you have to note down the profile in a note pad for pop3 settings of incoming and outgoing mail server and the port id
is the port id in the same location as the pop settings?
I've made a note of the pop settings but don't know where to find the port id
yes that is same
go to the advance tab
I went to tools, options but don't see an advance tab
you will have to go to your email settings
sorry - found the tab advanced but there isn't a port id box
give me a minute
I've got the incoming server details, outgoing server details and the type of encryption. there's also server timeouts and delivery
let me connect to ammyy
geve me the id
I've not had a request to connect
I also can't open the cd drive for the disk - it's jammed
I have an external drive somewhere but will need to find it
or buy another
do you have a paperclip handy
so shall we leave this till tomorrow - is this a good point to leave it at?
I've tried shoving a nailfile in but it won't pop open
straighten the pin up to 3 inches
you will need a paper clip
i'll get one - you know everything lol
ther is a tiny hole if you see carefully under the eject button
insert the paper clip and push is hard in the try will open manually
so we just need to find the port id
I'm waiting for ammy
I've looked again for the port id but can't see it
no problem do this
close outlook and save the incoming and outgoing mail server settings i will look for more details later when we will start the patching
i have checked that if you are using windows 7 32 bit os and you save pst more than 2 gb on each pst the pst file gets corrupted it cannot be recovered
the file size is massive and I wondered if that might cause a problem
however i have decided to check the pst on mozilla thunderbird which has plugins to import and open pst files
yes that is the true fact microsoft says it can support upto 4gb in outlook 2010 and not on 2007 version
so we will try the thunderbird email client
can we do this by tomorrow by the time i will have some more tools ready to be tested for recovering the corrupted pst.
yes, no problem
let me know when you want me available
what is the time right now in your country
ist 11:14 pm here
wow time for you to sleep!
can we continue tomorrow 10 am your time
or you can tell me what time if good for you.
yes that's great - will I go to the justanswer website and you'll find me?
i will post you a message on justanswer chat you will be notified
thanks for all your help michelle - really appreciate it - thanks
or you can post me a reply from your chat i will get a notification and then i will login.
ok - we'll find each other
dont worry i will not give up till i can exhause all my resources
thanks so much
i have a wholesome 15 years experience in IT
have a good day and i will catchup tomorrow.
thanks - have a good sleep!
Thanks good night.
Hi - good morning / evening!
Hi Michelle - you've not arrived yet. The cd drive wont' open and I've found the external one but I need to reboot - so i'll reboot now and log back in shortly
Hi Michelle - pc rebooted and waiting - maybe you've got the time difference wrong :-(
OK - I'll assume you can't make it today. How is tomorrow (Wednesday) at 10am Istanbul time? You can confirm on here or send me an email to *****@******.***
Hi Good morning
how are you today
i am online and am ready to get going.
let me know when you get my message
Hello Michelle - good to see you here :-)
so do you have the time now?
yes i do
shall we start now
okay open ammyy and let me know the id
waiting for ammyy to arrive
I've not received a request
click on the gree button and insall ammyy
let me know the "your id"
i am connected now
Melbourne it is yahoo
can you tell me the outgoing and incoming mail server
is it this?
if you want numbers then
ok i got it
i am working on my side bear with me few mins
there are many files of outlook which is missing
you already have a backup of your pst correct?
yes from about 3 weeks ago but that's ok - happy to use that one - I'd lose what we can see on the current profilehough
now i will uninstall outlook and you can connect the ms office disk and connect the external drive to the computer
if we can pick those up as well that would be great - but if we have to lose everything since the last backup then let's just do it
i will save the existing pst on the c drive and then will remove outlook
connect the drive so that i can test
he outlook disk
've dragged it to the laptop this morning, better connection - i'll show you where it is
so i dont have to save any pst correct
did you see it - backed up on 10 nov
correct I've got it on my hard drive and an external drive too
let me just go ahead and check the office disk
can you connect the external disk drive and insert the office outlook disk in
disk 1 or 2
its in and reading it will come soon I think
I've put it in again
i dont see an external cd/dvd drive connected to the computer
k i'll unplug again
please open ammy and load it
ok now i will start the removal process
waiting for ammyy
ammyy is open
i am waiting for authorization
enter the product key
I'm looking for it - its on the box I think?
I don't think there was one
oops pressed cancel thought it might ignore the password *****
seems to be working fine now send receive is okay
but the old mails aren't there
open the old pst
old mails are not there on the server otherwise it would have downloaded all old messages.
now try to open the old pst
do not let any pst exceed more the 2gb from now
this will take time to import may be 30 mins let it complete and then you can check the email and let me know
ok thx - i'll keep my eye on it
there's at least another 4 hours to run. so i'll leave it do it's thing and come back to it in the morning. this has been a marathon for you - I can't tell you how much I appreciate it
sure let it run
it's just finished!
post me a message tomorrow morning once its finished
click on the stellar folder on left side pane
do you see your emails
yes - stellas in a different window
outlook looks great to me
don't see a stella folder in outlook (I think there was before)
scroll down abit on left side pane
stella or utlook
scroll down on outlook
left side pane
do you see a folder for stella
not in outlook
can i remote access with ammy once more to check
just to be sure all emails are in place
can you open ammyy admin and let me know the number
finally same no 43 099 467
lets go back to notepad for a moment