Hello Lulu, and thank you for using this service.
Sorry to hear you are having trouble.
Is this an email account on an exchange server? If not, please tell me who your email provider is. This is the part of your email address AFTER the @ sign. Please tell me what that is. Thanks.
Sorry for the delay. I will be connecting to your computer within the next 10 minutes. Please be patient as it takes a few minutes to set things up. You will receive a reponse from me here shortly. Thank You.
Sure. I will be online from around 11am until around 5pm tomorrow. We can work on your issue then if you would like. Keep in mind that password ***** such as what you are having generally DO take time, so I have to ask for patience. It's just the nature of the problem and solution. There are many common causes, and it takes time to narrow down the problem in many cases.
Yes, if you need to leave now, then please message me tomorrow when you are online. If I am not online, I will respond to you as soon as I am online.
Hello again Lulu. Thanks for the reply. I can connect with you in about 10-15 minutes. Please await my next reply with instructions on how to enable remote. I will send this within the next 10-15 minutes.
Are you on a MAC or a PC running Windows? Just needed to confirm for proper remote instructions. Thanks.
That's fine. Like I said, I'll be online until about 5pm EST. It's about noon right now. Please let me know if you are on a Mac or PC, so I can send proper instructions. Thanks.
Hello, and sorry for the confusion.
I am in the United States on Eastern Standard Time. I am available now, and it is about 4:45pm. I will be leaving in about 1/2 hour. Will be back again tomorrow from about 11am to 5pm Eastern Standard Time.
Sorry about the confusion. I actually did write EST in the previous reply.
In any case, I am online now and will be for the next hour or so. Also still planning on being online tomorrow around 11am. I will message you then if I don't hear from you. Thanks.
Thanks for the message. I have to step away from my desk for about 15 minutes or so, but will be back. I will message you then with instructions for remote.
Before I connect remotely with you, I would like for you to try and confirm the following.
Open up a browser (such as SAFARI), and go to
From here , login to your email account. I need you to login to the same email account for which you are having trouble with outlook. Make sure you actually type in the email and the password (don't use a saved password). Verify you can see your inbox and login. This way, when I connect to you, we will know we have the correct login information. Let me know if you are able to do this, and I will then follow up with remote instruction.
You'll need to logout of your account , and then log back in. For google mail, if you look in the upper right hand corner , you will see your google account icon. It's probably circular in shape, and may contain a picture or a letter. Click on it, then click SIGN OUT on the menu that follows. From there, log back in, typing your email address and password. Thank You.
You need to do this in SAFARI. It is just two clicks. First on your picture in the upper right hand corner, and then the SIGN OUT button. Here is an image to show you exactly where you need to click. Click on the link below to see.
It's important that you verify your password ***** the webmail interface before we connect. I can try to do it for you with remote, but it is more difficult that way.
Based on your response, I suspect you are not using SAFARI and going to http://mail.google.com and actually logging in to the google web mail. The interface is exactly the same for everyone, and all you have to do is click on your round picture icon in the upper right hand corner when you are viewing your inbox.
You do not and should not be going into any settings , or using any other program such as apple mail or outlook. We need to stick strictly with google mail through the web browser. If you can, you could probably do this easier from another computer or device. That way your account will not be saved, and you won't have to logout. On a windows PC , you can use internet explorer. On another MAC, you can use safari.
Hopefully, you'll be able to do this soon and verify your login. In verifying the login, you may be able to solve the problem, as the password ***** not be what you have it set to in outlook, or what you think it is. The only way to know for sure is to simply login with the webmail and check.
I will be available much later this evening and early tomorrow morning EST (around 11pm to 1am). I probably will not be online much tomorrow, but will be online on Tuesday. Thank You.
Good to hear you have your logins sorted out now. As previously stated, that's usually the cause of most email problems. I am available now for a bit, and will be available this evening , EST, if you'd like me to remotely connect to help sort out your outlook. Just let me know when or when you'll be online. Thanks!
You will likely need to just change the account details in account to include the proper login (email address and password). If you aren't able to do this, I will be able to connect with you later this evening. I will message you again when I'm online. Thanks.
correction: account details in outlook
I should be online after 11am tomorrow until about 5pm EST. Will try to remember to message you when I'm on. If you don't hear from me, then just send a reply here, and if I'm online I will receive it. Thanks!
OK. I will send you instructions and remotely connect in about 15 minutes. Please wait for a reply from me here. Thanks.
Please click on the link below, then agree, and then proceed to download and run the remote client. It's called elsinore. If you get an error about unverified, then follow these instructions to run:
NOTE: Once you have the remote client running, please be patient as I will connect to you in about 1 to 5 minutes. Also, things may seem slow on the remote connection, and that is normal due to internet lag.
Sorry about the lag , as I have no control over that. In any case, I saw enough to be able to say your outlook seems like it's functioning properly, but as I previous suspected, you simply have the wrong login information. That login box will ordinarily accept the password ***** login after it is accepted by the email server. The fact it isn't , indicates you still be putting in the incorrect password.
Do you have old email messages specifically in outlook that you need and do not have backed up? If not, I'd recommend for simplicity to REMOVE all of the old accounts in outlook, and then add in the new accounts and test one by one. Here is a link to show you how to do that.
If you are able and willing to clear out the old accounts, you can now just add in the accounts again. Following is a video clip describing how to do this, and you may have information you previously used to do this. Keep in mind that if you server and other settings are correct, and they do already appear to be, you likely will not get the login prompt if you are putting in the correct login (email address) and password ***** the particular account you are setting up. Be sure to TEST each account before adding another.
Correction: Lulu :) Sorry, I was typing to another customer, but the rest of the previous message is for you.
Right, that's what I just tried to do, but it seems your connection is so slow that I am unable to move or do anything on your computer (lag). In any case, I think you can follow the links I sent to finish it up quite easily, or really you may not even have to do that.
Are you sure you are putting in the correct password? I read your previous response again, I'm nearly certain you are not putting in the correct login information. That's something I can't really help you with any better over remote. You need to go to
If you are already logged in to an account there, then just logout by click on your photo or circle icon in the upper right hand corner, and then logout.
If you are not logged in, or have logged out, then simply type in your gmail address and password ***** see if you can login. Don't use any saved passwords, and make sure you type both the email and the password. If you are able to login this way, then that same login information will work with your outlook when you get the login box prompt.
You simply have to verify your login information. If you are not able to login with what you think is the password ***** email, then you'll need to click on forgot password ***** proceed from there. It's not an outlook problem you appear to be having. It's a login/password *****
Sure, no problem, and don't worry about the remote unless you are having slowdowns there yourself. In that case contact your ISP. Like I said, I saw enough over the remote to be able to help you further, so we are fine on that. Just please verify your logins with the webmail and then try to enter them in the outlook boxes. It's really the only way you'll get outlook to login. This is especially true if outlook was working before, and then stopped. If outlook stops working and starts prompting for password, then 99% of the time, the login or password ***** changed on the account, and it now needs to be updated with outlook by typing it in the box.
Also, here is another video to show you exactly how to sign out , if needed, of your google webmail account. Remember, you will be using either safari or firefox to login or logout at http://mail.google.com. You will NOT be using apple mail, outlook , or any other program to verify your login. Your screen will look as described in this video.
So , to recap.
1)Open safari or firefox
2) Go to http://mail.google.com
3) Sign out if you are already signed in to mail (if you see your inbox)
4) Attempt to sign in at the login/password ***** to verify you have the right login and password ***** the account you are trying to access.
with all due respect, I don't think you are following the advice I am giving. I instructed you in many ways to confirm your password ***** logins with webmail, and then simply request for me to connect again to your computer and finish setting things up. To date, you haven't done that, or at least not that I'm aware. You indicated you called TWC, but mentioned something about IMAP settings which isn't what you need to solve your problem. Now, if you are currently able to login to your mail with webmail, and you know the passwords, I can still connect and fix outlook for you. So, let me know if you'd like to do this.
You were not charged twice. You have paid for your question, and for the additional services of me connecting to your computer, which I did once and have offered to do again. Those are two separate payments. If you request a refund, that hurts me in that all credit for helping you is taken away from me in the event of a refund.
Correction on above commentary. You indicated you have a gmail account, but were not able to logout, and log back in and confirm your login and password ***** gmail at :
Sorry for the confusion. I had another customer with a nearly identical case to yours with login/password ***** except with a different mail provider. You just need to get your accounts and login information correct, and then outlook WILL work. I can make another attempt to connect to you if you have done this, and there won't be any additional charge for that.
Are you able to login to your email account with webmail at
If you can do this and know your password, and can type it in and login, then I can use that information to make your outlook work. It's really very simple.
Let me know when you can do the above, and I can then connect and finish making your outlook work.
No. It is not nearly this complicated.
In your original question, you stated outlook was asking you for a password. That's simply because the password ***** in outlook is incorrect. When you put in the correct password ***** will work.
Webmail is going to http://mail.google.com with your safari or other browser. It is the same across the world.
I didn't get the PDFs you sent, but they almost certainly do not contain your current and correct passwords. They appear to be informational PDFs containing setting for mail clients. If you put a list of passwords you got from a mail client or keychain, that is also meaningless, and that's why I've instructed you not to do this. This isn't something you need now. If the keychain had the right passwords, you wouldn't be having problems with outlook.
They also don't indicate you have more than one account. A google mail (gmail) account is an email address. If you send and receive messages from more than one email address to other people, then you have more than one account. If you only send and receive with***@******.*** , then that is just one account.
If you are able to login at http://mail.google.com by actually typing in an email address and password, then let me know, and we can make this work via remote. You mention seeing "different mails" when you login. If that's the case , please tell me in detail what you see from the moment after you login with your email address and password. Please remember, if you are already logged in when you go to mail.google.com, then you need to first logout and then log back in as previously instructed.
****Hopefully, when you reply you will have told you have successfully logged into your email account or accounts with http://mail.google.com and have written down the passwords and email address logins you actually typed in to do that. This is what's most important right now, and how to solve your problem. ****
I can help you with the new problem, but please open up a new question for that, instead of a reply to this old question. Put FORCustomeras the first two words of the new question, and then I will be able to answer it for you. Thank You.
I'm not sure I understand your last response. Your original question had nothing to do with downloading software. It was about access to your email account and passwords.
The second charge you speak of was for all the time I spent with you weeks ago both in Q&A and remote trying to sort out the password ***** you were having. I made the remote connection to your computer, and offered to connect a second time for no additional fee, but the problem was your login was incorrect, so we were not able to get into your email account with outlook or webmail at that time. The information I gave you was and still is correct. I continued to help you, but you didn't reply with confirmation on your passwords and logins so that you or me could finish getting your email working properly.
If you are not satisfied with my service, and wish you seek a refund through billing , you can do that, but please understand that I will then lose all credit for helping you, and a refund hurts me as your support technician.