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michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4989
Experience:  Indept expertise on MS Office package
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Anne I use Microsoft Outlook 2007 and think the file is corrupted

Resolved Question:

Anne I use Microsoft Outlook 2007 and think the file is corrupted because I've suddenly 'lost' 1000's of emails. There are a couple of other error messages to do with not locating back up files so I found out about scanpst and thought it would be worth trying to rebuild the file (if it's broken). But I'm not techie at all and have failed at the first hurdle. I've found the scanpst.exe file but it looks like it's broken too (folder with a red flash through it) but I've stlll tried to run it; but it wants me to enter the name of the pst file which I don't know. So 1 - am I trying to do the right thing by repairing pst files; 2 - if so then how do I find the name of my outlook folders? Thanks Anne
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  michelleclive replied 2 years ago.
michelleclive :

Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.

michelleclive :

i will have to take a look at the outlook to actually let you know where the problem is.

michelleclive :

let me know when you are ready.

Customer:

Hi Michelle - thanks

Customer:

will it help if I give you some background ?

michelleclive :

sure please go ahead

michelleclive :

or you can show me on your screen as well

michelleclive :

i can do a remote access

Customer:

ok - let's set that up then

michelleclive :

click on the link and the click on the green button on the scree to install and run Ammyy

michelleclive :

http://www.ammyy.com/en/


Customer:

it's just setting up now

michelleclive :

ok

michelleclive :

let me know the "your ID"

Customer:

43 099 467

michelleclive :

connecting now

michelleclive :

give me 2 mins

Customer:

ok

Customer:

whilst we're waiting i'll give you some background

Customer:

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.

Customer:

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

Customer:

I've lost the sent mails too

Customer:

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

michelleclive :

i am connecting now

michelleclive :

to your screen

michelleclive :

I am disconnected

Customer:

do you mean here?

michelleclive :

no not here

michelleclive :

i am disconnected from the remote please click on allow on the authorization box

Customer:

Hi Michelle

michelleclive :

Hi

michelleclive :

did the system restore run successfully?

Customer:

HI michelle - yes laptop started ok - but outlook just the same - still got same emails

michelleclive :

download and install scan pst and then close outlook and after that run scanpst and choose the file to repair it,

Customer:

where do I download it from

michelleclive :

let me give you the lin

michelleclive :

link

Customer:

and which file do I choose to repair?

michelleclive :

open this link

michelleclive :

sorry the location

michelleclive :

C:\Program Files\Microsoft Office\Office12

michelleclive :

you will find scanpst double click on it to run it

Customer:

it isn't there

michelleclive :

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

Customer:

and how does that affect the mails?

Customer:

didn't you use scan pst before on other fils?

michelleclive :

you already have the psts backed up correct?

michelleclive :

i use it on my computer and it did repair the file but there was no message all blank screen

michelleclive :

if you have the office disk handy i can do the job for you

Customer:

the last backup I have is from mid november

Customer:

ok i'll go and get the disk

Customer:

I've got the disk but I don't understand what / why we are doing this

Customer:

I've currently got 2 profiles - anne which is correct to mid aug - then the profile outlook which was ok until Thursday/friday

Customer:

so if we reinstall outlook will we have to reinstall the 2 outlook profiles?

michelleclive :

removing outlook and reinstalling will get the scanpst.exe file back however it will not effect your emails as you have a backup

Customer:

so will you then load the 2 profiles back onto outlook?

michelleclive :

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

Customer:

is the port id in the same location as the pop settings?

Customer:

I've made a note of the pop settings but don't know where to find the port id

michelleclive :

yes that is same

michelleclive :

go to the advance tab

Customer:

I went to tools, options but don't see an advance tab

michelleclive :

you will have to go to your email settings

Customer:

sorry - found the tab advanced but there isn't a port id box

michelleclive :

give me a minute

Customer:

I've got the incoming server details, outgoing server details and the type of encryption. there's also server timeouts and delivery

michelleclive :

ok good

michelleclive :

let me connect to ammyy

michelleclive :

geve me the id

Customer:

ok

Customer:

I've not had a request to connect

michelleclive :

ok

Customer:

I also can't open the cd drive for the disk - it's jammed

Customer:

I have an external drive somewhere but will need to find it

Customer:

or buy another

michelleclive :

do you have a paperclip handy

Customer:

so shall we leave this till tomorrow - is this a good point to leave it at?

Customer:

I've tried shoving a nailfile in but it won't pop open

michelleclive :

straighten the pin up to 3 inches

michelleclive :

you will need a paper clip

Customer:

i'll get one - you know everything lol

Customer:

brb

michelleclive :

ther is a tiny hole if you see carefully under the eject button

Customer:

ok looking

Customer:

yep

michelleclive :

insert the paper clip and push is hard in the try will open manually

Customer:

you're right!!!!!

Customer:

so we just need to find the port id

michelleclive :

yes

Customer:

I'm waiting for ammy

michelleclive :

ok

Customer:

I've looked again for the port id but can't see it

michelleclive :

still waiting

michelleclive :

no problem do this

michelleclive :

close outlook and save the incoming and outgoing mail server settings i will look for more details later when we will start the patching

Customer:

ok closed

michelleclive :

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

Customer:

the file size is massive and I wondered if that might cause a problem

michelleclive :

however i have decided to check the pst on mozilla thunderbird which has plugins to import and open pst files

Customer:

thx

michelleclive :

yes that is the true fact microsoft says it can support upto 4gb in outlook 2010 and not on 2007 version

michelleclive :

so we will try the thunderbird email client

michelleclive :

can we do this by tomorrow by the time i will have some more tools ready to be tested for recovering the corrupted pst.

Customer:

yes, no problem

Customer:

let me know when you want me available

michelleclive :

what is the time right now in your country

Customer:

2.15 pm

michelleclive :

ist 11:14 pm here

Customer:

wow time for you to sleep!

michelleclive :

can we continue tomorrow 10 am your time

michelleclive :

or you can tell me what time if good for you.

Customer:

yes that's great - will I go to the justanswer website and you'll find me?

michelleclive :

i will post you a message on justanswer chat you will be notified

Customer:

thanks for all your help michelle - really appreciate it - thanks

michelleclive :

or you can post me a reply from your chat i will get a notification and then i will login.

Customer:

ok - we'll find each other

michelleclive :

dont worry i will not give up till i can exhause all my resources

Customer:

thanks so much

michelleclive :

i have a wholesome 15 years experience in IT

Customer:

:-)

Customer:

chat tomorrow

michelleclive :

have a good day and i will catchup tomorrow.

Customer:

thanks - have a good sleep!

michelleclive :

Thanks good night.

Customer:

Hi - good morning / evening!

Customer:

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

Customer:

Hi Michelle - pc rebooted and waiting - maybe you've got the time difference wrong :-(

Customer:

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 *****@******.***

michelleclive :

Hi Good morning

michelleclive :

how are you today

michelleclive :

i am online and am ready to get going.

michelleclive :

let me know when you get my message

Customer:

Hello Michelle - good to see you here :-)

michelleclive :

same here

Customer:

so do you have the time now?

michelleclive :

yes i do

michelleclive :

shall we start now

Customer:

yes

michelleclive :

okay open ammyy and let me know the id

Customer:

waiting for ammyy to arrive

michelleclive :

ok

Customer:

I've not received a request

michelleclive :

http://www.ammyy.com/en/


michelleclive :

click on the gree button and insall ammyy

michelleclive :

let me know the "your id"

Customer:

43 099 467

michelleclive :

i am connected now

Customer:

ok

Customer:

Melbourne it is yahoo

michelleclive :

can you tell me the outgoing and incoming mail server

Customer:

is it this?

Customer:

pop.bizmail.yahoo.com

Customer:

and smtp.bizmail.yahoo.com

Customer:

if you want numbers then

Customer:

995

Customer:

465

michelleclive :

ok i got it

michelleclive :

i am working on my side bear with me few mins

Customer:

ok

michelleclive :

there are many files of outlook which is missing

michelleclive :

you already have a backup of your pst correct?

Customer:

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

michelleclive :

now i will uninstall outlook and you can connect the ms office disk and connect the external drive to the computer

Customer:

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

michelleclive :

i will save the existing pst on the c drive and then will remove outlook

michelleclive :

connect the drive so that i can test

michelleclive :

he outlook disk

Customer:

've dragged it to the laptop this morning, better connection - i'll show you where it is

michelleclive :

ok great

michelleclive :

so i dont have to save any pst correct

Customer:

did you see it - backed up on 10 nov

michelleclive :

yes

Customer:

correct I've got it on my hard drive and an external drive too

michelleclive :

kool

michelleclive :

let me just go ahead and check the office disk

michelleclive :

can you connect the external disk drive and insert the office outlook disk in

Customer:

disk 1 or 2

michelleclive :

disk 1

Customer:

its in and reading it will come soon I think

Customer:

I've put it in again

michelleclive :

i dont see an external cd/dvd drive connected to the computer

Customer:

k i'll unplug again

michelleclive :

please open ammy and load it

michelleclive :

http://www.ammyy.com/en/

Customer:

43 099 467

Customer:

ok done

michelleclive :

ok now i will start the removal process

michelleclive :

ok

Customer:

waiting for ammyy

Customer:

ammyy is open

michelleclive :

i am waiting for authorization

michelleclive :

connected back

michelleclive :

enter the product key

michelleclive :

ok

Customer:

I'm looking for it - its on the box I think?

Customer:

I don't think there was one

Customer:

oops pressed cancel thought it might ignore the password *****

michelleclive :

no problem

michelleclive :

seems to be working fine now send receive is okay

michelleclive :

please check

Customer:

but the old mails aren't there

michelleclive :

open the old pst

michelleclive :

please wait

michelleclive :

old mails are not there on the server otherwise it would have downloaded all old messages.

michelleclive :

now try to open the old pst

michelleclive :

please remember

michelleclive :

do not let any pst exceed more the 2gb from now

Customer:

hi

michelleclive :

this will take time to import may be 30 mins let it complete and then you can check the email and let me know

Customer:

ok thx - i'll keep my eye on it

michelleclive :

ok

Customer:

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

michelleclive :

sure let it run

Customer:

it's just finished!

michelleclive :

post me a message tomorrow morning once its finished

michelleclive :

oh great

michelleclive :

click on the stellar folder on left side pane

michelleclive :

do you see your emails

Customer:

yes - stellas in a different window

Customer:

outlook looks great to me

michelleclive :

ok

Customer:

don't see a stella folder in outlook (I think there was before)

michelleclive :

scroll down abit on left side pane

Customer:

stella or utlook

michelleclive :

outlook

michelleclive :

scroll down on outlook

michelleclive :

left side pane

michelleclive :

do you see a folder for stella

Customer:

not in outlook

michelleclive :

can i remote access with ammy once more to check

michelleclive :

just to be sure all emails are in place

Customer:

yes

michelleclive :

can you open ammyy admin and let me know the number

michelleclive :

id

Customer:

finally same no 43 099 467

michelleclive :

ok

Customer:

lets go back to notepad for a moment

michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4989
Experience: Indept expertise on MS Office package
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