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Richard
Richard, Software Engineer
Category: Software
Satisfied Customers: 40116
Experience:  Software Systems Specialist.
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Losing folders in Mail and dates in Calendar in Outlook 2016

Customer Question

Losing folders in Mail and dates in Calendar in Outlook 2016 running on Windows 10.
How can I retrieve them?
Submitted: 2 years ago.
Category: Software
Expert:  Richard replied 2 years ago.
Hi there and welcome
Can you tell me which email service this is connecting to?
If you have other devices also connected to this email account?
And when the problem started
Thank you
Customer: replied 2 years ago.
email is in outlook and connects to my server.
My iPhone, iPad and my desktop iMac are connected via iMap.
The problem exists on my windows laptop.
Expert:  Richard replied 2 years ago.
Thanks
I need to know though as I believe you missed some of my questions.
which email service this is connecting to? What is My Server?
And when the problem started?
I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.
Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.
I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.
Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.
If you want remote click get extra help. If not simply reply to me.
Thanks,
Richard
Richard and other Software Specialists are ready to help you
Customer: replied 2 years ago.
I only installed the software on a new laptop at the week-end and the problem first manifested yesterday.
Expert:  Richard replied 2 years ago.
Thank you
Can you go to www.teamviewer.com
Click on Download for Free
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 2 years ago.
Teamviewer downloaded
Expert:  Richard replied 2 years ago.
Thanks, ***** ***** and install it and provide me the ID and Password
Customer: replied 2 years ago.
433(###) ###-####
Expert:  Richard replied 2 years ago.
connecting
Customer: replied 2 years ago.
Computer is running again
Expert:  Richard replied 2 years ago.
ok, now open outlook, give it 20 minutes to complete the synch and tell me if the folders now appear please.
Customer: replied 2 years ago.
Sync complete, no Client folders. In fact the empty forlder Client: Burness Paull has now disappeared.
Expert:  Richard replied 2 years ago.
Can you run Teamviewer again so I can connect please
Give me the password.
Customer: replied 2 years ago.
433(###) ###-####
Expert:  Richard replied 2 years ago.
thanks.
Customer: replied 2 years ago.
Rebooted and starting email sync
Expert:  Richard replied 2 years ago.
Thank you
Customer: replied 2 years ago.
'Clients' still not there.
Expert:  Richard replied 2 years ago.
ok, we will need to do a reinstallation of office as the next step.
You still have the installation file or access to it?
Customer: replied 2 years ago.
Yes
Customer: replied 2 years ago.
Hoe do I uninstall it?
Expert:  Richard replied 2 years ago.
ok, right click on the windows logo icon bottom left and choose control panel.
Then click on uninstall a program
Then click on Office and uninstall
Restart the computer and then install office again, open Outlook, add your account and tell me if the folders now are downloaded please.
Customer: replied 2 years ago.
OK that's workin
Expert:  Richard replied 2 years ago.
thank you
Customer: replied 2 years ago.
Having a nightmare trying to get in to microsoft. Doesn't recognise my passowrd.
Expert:  Richard replied 2 years ago.
ok, use the option Cannot access account and reset the password *****
Its under the password *****
Customer: replied 2 years ago.
I've tried that three times and when I enter the new password ***** doesn't recognise it.
Expert:  Richard replied 2 years ago.
can you run teamviewer so I can connect please
Customer: replied 2 years ago.
433(###) ###-####
Expert:  Richard replied 2 years ago.
thanks
Customer: replied 2 years ago.
Now syncing
Expert:  Richard replied 2 years ago.
Thanks,
Let me know the results please
Customer: replied 2 years ago.
Still no client files. Must be something seriously wrong with Outlook.
Expert:  Richard replied 2 years ago.
yes, sounds like a bug that has happened.
But first, you have another windows computer there?
Customer: replied 2 years ago.
No, just a Mac,
Expert:  Richard replied 2 years ago.
download windows live essentials from here
http://windows.microsoft.com/en-us/windows/essentials
Install it and open Windows Live Mail.
Add your email account in this and tell me if in this you get the folders please.
Customer: replied 2 years ago.
What do I do now I've got it
Customer: replied 2 years ago.
No not all folders were synced
Customer: replied 2 years ago.
Could this be a webmail issue?
Expert:  Richard replied 2 years ago.
it can be, but your saying windows mail also misses the exact same folders?
Customer: replied 2 years ago.
Probably more actually. Some of the prospects have not loaded.I appreciate your patience but I really need to go and do something else.
Should I contact microsoft?
Customer: replied 2 years ago.
I'm syncing again to check
Customer: replied 2 years ago.
No, definitely fewer folders.
Customer: replied 2 years ago.
Note to self, should have bought a MacBook:)Need to go, thanks for your help.
Expert:  Richard replied 2 years ago.
No, microsoft wont help.
But is it the exact same folders missing in windows mail as in outlook?