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 Richard Your Own Question

Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 35380
Experience:  Over 15 year experience resolving Microsoft Office Issues
32989067
Type Your Microsoft Office Question Here...
Richard is online now

I'm seeking assistance with an occasional "Send and Receive&

Resolved Question:

I'm seeking assistance with an occasional "Send and Receive" issue (synchronization?) of emails to and from BT mail using Outlook in Office 365 on Windows 8. Occurs on account using IMAP.
Issue occurs on an Asus N550J Notebook - I replicated it the other day when the issue last occurred.
According to the customer it does not occur on another computer at all - points to something wrong on the Notebook computer in question.
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  Quiksilver07070 replied 1 year ago.
Hello and thank you for choosing JustAnswer. The Sync feature on outlook should be automatic....although, there is a button that will do a manual sync. The issue you explained....."occasional Send and Receive" is very VERY difficult to pin down. A series of troubleshooting questions/tasks would need to take place. In addition to trying to replicate it. But more importantly.....can you tell me in more detail, what exactly is happening?Would you like to save some time? Do a remote session?
Expert:  Quiksilver07070 replied 1 year ago.
I found this tool from Microsoft, that will look for and diagnose and possibly fix the issue you have.Go here and get the tool:https://configure.office.com/sara/SetupM.exe
Customer: replied 1 year ago.

Hi I replied to your previous answer, however it is not displayed above strangely?

I cannot at present do a remote session, since do not have permission from the customer. It may be an option in the future.

I have ran a threat scan with Malwarebytes Anti-malware and it detected 2 trojans and some PUPs. A full custom scan is currently running.

I understand the synch problem may be difficult, however the cause needs to be found abd fixed where possible.

I look forward to your response

Customer: replied 1 year ago.

Downloaded the setupm.exe application, however I need credentials for customers lLive account to proceed further. I'll let you know when I receive this. Please consider other options for time being.

Expert:  Quiksilver07070 replied 1 year ago.
If you are NOT the actual customer.....then I think I need to opt out. I really don't like working in a 2 tiered setup. Sorry, I will let another expert, who feels more comfortable working with you, take a chance at this.Please do NOT rate, as no answer was given.
Customer: replied 1 year ago.

Ok thank you. I look forward to hearing from another expert.

Expert:  adamd-mod replied 1 year ago.

Hello there,

I've been working hard to find a Professional to assist you with your question, but sometimes finding the right Professional can take a little longer than expected.

I wonder whether you're ok with continuing to wait for an answer. If you are, please let me know and I will continue my search. If not, feel free to let me know and I will cancel this question for you.

Please note, I am just a moderator for this category, I can only try and find experts to help, I can't answer the question itself.

Thank you!

Adam

Customer: replied 1 year ago.

Hello, I am happy waiting for a suitable expert to assist. I probably only have the laptop upto 48 hours more for your info.

Expert:  adamd-mod replied 1 year ago.

Hello,

Thanks for getting back to me.

We will continue to look for a Professional to assist you.

Thank you for your patience,

Adam

Expert:  Richard replied 1 year ago.
Thank you for your question, my name is ***** ***** 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.
Sorry, I read through this question 3 times, and maybe I am just missing it, but what is the actual issue? as I am not seeing this explained?
Can you tell me the issue your having please?
Customer: replied 1 year ago.

Hi Richard. Same as in initial question. Further info in subsequent replies.

Expert:  Richard replied 1 year ago.
Thanks
I saw "an occasional "Send and Receive" issue (synchronization?) "
But I need more detail then this please.
Are you saying it sometimes does not synch? What error do you get? What email service does it connect to? When did it start?
As much information as possible please
Customer: replied 1 year ago.

Yes, the last time it did not synch was last sunday (approx).

It connects to the BT mail servers: mail.btinternet.com

No error message - what's visible is that the green bar in "show progress" only goes to around 75% complete - and new emails didn't show in outlook, that are visible on the bt mail account.

Customer has had the issue for a few weeks - started approx august this year.

I do not have the laptop anymore with me since the customer has collected it today. I would like to keep this question open incase customer comes back with the sync issue occuring again.

Expert:  Richard replied 1 year ago.
ok, I would run a file system check on the hard drive to make sure there are no issues as accessing the file can be the problem.
Also to check the processes via msconfig and as a test disable these.
I have marked the question though to never close, so if it comes back, just let me know here, there is no time limit on this.
If you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can now take a second to rate my service by clicking one of the stars at the top of the screen then submit, that would be greatly appreciated.
Thank you
Customer: replied 1 year ago.

Hi

Chkdsk and SFC /scannow were done a few days ago & problem has not occured again currently since then. Do you suggest running these again?

Expert:  Richard replied 1 year ago.
If the problem has not occurred since then then this was the issue, but regardless of this issue I always advise to run it once a month to keep windows healthy
use the switch /r for chkdsk
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 35380
Experience: Over 15 year experience resolving Microsoft Office Issues
Richard and 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.co.uk/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.co.uk/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.co.uk/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    241
    Computer Software Specialist for more than 10 years
  • http://ww2.justanswer.co.uk/uploads/JA/JACUSTOMERf8udkdxk/2013-8-3_15150_323738101505074393259301621172992o.64x64.jpg KamilAnwar1's Avatar

    KamilAnwar1

    Office Specialist

    Satisfied Customers:

    122
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
  • http://ww2.justanswer.co.uk/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.co.uk/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.co.uk/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
 
 
 

Related Microsoft Office Questions