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Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 33834
Experience:  Over 15 year experience resolving Microsoft Office Issues
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My laptop is not allowing me access to my emails etc and the

Customer Question

my laptop is not allowing me access to my emails etc and the close down side bar has disappeared. When I click on the windows icon nothing happens. I have scanned my laptop wit my McAfee and Malaware security systems but they have not identified any problems. Can you help?
Submitted: 8 months ago.
Category: Microsoft Office
Expert:  Richard replied 8 months ago.

Hi there and welcome

Can you tell me please which version of windows you are using?

Which email program you are using?

And when this problem started?

Thank you

Customer: replied 8 months ago.
am using 8.1 version of windowsusing outlook.com email program. started 2 days ago
Customer: replied 8 months ago.
nothing more to add
Expert:  Richard replied 8 months ago.

ok, outlook.com is a website.

If you click this link can you then sign in?

www.outlook.com

Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 33834
Experience: Over 15 year experience resolving Microsoft Office Issues
Richard and 4 other Microsoft Office Specialists are ready to help you
Customer: replied 8 months ago.
please go ahead with connection etc
Expert:  Richard replied 8 months ago.

Thank you

Can you go to www.teamviewer.com

Click on Download in the middle of the page

Download and install the program and give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 8 months ago.
id is720 703 828
password ***** *****
Customer: replied 8 months ago.
sorry for delay
Expert:  Richard replied 8 months ago.

they say the password ***** ***** can you recheck it please

Customer: replied 8 months ago.
720 703 828 242daw both correct but they say they need your ID to connect
Expert:  Richard replied 8 months ago.

The password ***** ***** please double check it, you are not connecting to me so you do not need my ID.

Customer: replied 8 months ago.
have double checked again ID 720 703 828 password *****
Expert:  Richard replied 8 months ago.

still says incorrect, and I have other customers on it now so I know its ok.

Can you restart your computer and try again please?

Customer: replied 8 months ago.
can only start it by switching off as usual close-down side-bar also not now available. is it ok to turn it off?
Expert:  Richard replied 8 months ago.

yes it is

Customer: replied 8 months ago.
ok switched off and on again
Expert:  Richard replied 8 months ago.

OK, and the new password *****?

Customer: replied 8 months ago.
still showing the same information. Perhaps my laptop is not closing down properly?
Expert:  Richard replied 8 months ago.

possibly as still it says incorrect password

Remove the power cable, hold the power button for 60 seconds then release which forces the shutdown

Then connect the charger and then start it please.

Customer: replied 8 months ago.
ok though running on battery at present
Customer: replied 8 months ago.
back again but still same info. What am I doing wrong?
Expert:  Richard replied 8 months ago.

Maybe this is easier for you

Click this link click I agree and run the file

http://www.justanswer.com/remotedesktop/join.aspx?Session=b466bd2c-7017-4eb2-a941-23ed51d4a49f

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