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, Software Engineer
Category: Microsoft
Satisfied Customers: 44472
Experience:  Over 15 year experience resolving Microsoft Office Issues
Type Your Microsoft Question Here...
Richard is online now

Just installed Office 2016 . Have set up my hotmail

This answer was rated:

Just installed Office 2016 for MAC. Have set up my hotmail account - not a problem, but for some reason I can't see any emails that I have received since the 1st October 2015 until now? All the other previous to this I have. Any ideas?
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.
If you go on your computer to
Do you see the emails from 1st October until now listed there?
Please let me know.
Customer: replied 2 years ago.
Yes - they are all there and they all come down on my iphone and Ipad as normal and they do remain there and they are not cleared from the server.
Send an email to yourself from within outlook 2016.
Is it then received within outlook?
Customer: replied 2 years ago.
I sent one to myself - nothing, but if I sent it to another email address, I can see it
close outlookPress the windows key + R and type in outlook.exe /safe Press enter Then send and receive (click it) and tell me if you then see it please
Customer: replied 2 years ago.
This is a mac laptop, as I am using Microsoft Office 2016 for Mac. Would this be the same keys?
No, it will be different steps.Can you close OutlookThen open Finder,open the Application folder and then opening the Microsoft Office folder. Open the Office folder, and then double-click Microsoft Database the main identity, let this complete and then restart the Mac and tell me if it now downloads the emails please
Customer: replied 2 years ago.
Sorry - i looked in applications and there isnt a folder stated as "office" as would be for windows, but can see all the other folders that came with office - like word, excel, powerpoint and of course outlook
ok, it depends on how you installed it.
But your looking for the app in the folder. Microsoft Database
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.
Richard and other Microsoft Specialists are ready to help you
Customer: replied 2 years ago.
Apologies in the response in reply. Yes, i would accept and pleased to have remote assistsnce and help. I am replying to you on my ipad and the Mac laptop is adjacent to me which is what you need to access. So you will need to guide me through it to enable you gain access.Where is the extra help to click?
Customer: replied 2 years ago.
Can i log back onto this site from my laptop. Would that be easier so you gain access?
Customer: replied 2 years ago.

What additional information will you require Richard

Thank you
Can you go to
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.

Still downloading

Customer: replied 2 years ago.

Its downloaded but won't open?

Whats the error you get when you try to open it?
Customer: replied 2 years ago.

Got it now

591 473 204


Customer: replied 2 years ago.

Are you there Richard

yes Andy, did you complete the instructions I gave you?
Customer: replied 2 years ago.

Yes, and I have added the original hotmail which has and still has the problem, and also I have added the "electrical training" hot mail account too. That one appears (as far as I can tell) to be working as a load of calendar appointments came down. The personal hotmail is still stuck on 1st October!

Customer: replied 2 years ago.

Do you require those login numbers again, or does it need to regenerate some new ones?

If you send yourself again an email, it is still now received now correct?
Customer: replied 2 years ago.

Nothing on either account

the other account though it gets all emails from correct?
The other hotmail one you have?
Customer: replied 2 years ago.

I have sent emails between the two hotmail accounts and also to myself using this Mac and still nothing comes through. Just checked on my iPad - they are going out and received there, but not received back onto this Mac!

So both hotmail accounts are not receiving emails?
Customer: replied 2 years ago.

It looks to me that the Mac is blocking its own incoming hotmail accounts although they were sent from it - if you know what I mean.

can you run Teamviewer again please Andy and give me the password ***** connect.
Customer: replied 2 years ago.

Not sure if I have done it right

Try 591 473 204

and s9a44d

Customer: replied 2 years ago.

Now rebooted as requested and now waiting. Still appears the same

at the bottom, is it still 0 of 1500 emails downloaded? Or the 0 increased?
Customer: replied 2 years ago.

With work it say 0/1559

With personal it says 952/23532 when its not saying "sync pending"

ok, I what it looks like here Andy it needs to first finish the really large one 952/23532
Then it can do the other account,
Can you let me know when it is done please
Customer: replied 2 years ago.

Not really sure how long this will take! The internet is really slow here!

all depends on the size of the combined emails.But we need to give it a chance to download all the emails, its why you will not be seeing them as it needs to download them to the computer first.
Customer: replied 2 years ago.

Not really how long this will take. May not be finished until tomorrow!!!

Its 19.30 here and "work" now says 184/1073. Its slowly going down.

Seems to get so far then stops downloading and stalls. Maybe because the Internet is so sssssllloooowww here in the evening!

ok, you will need to leave it Andy till everything is downloaded, even if this takes more then a day
Customer: replied 2 years ago.
Okay. i will leave it until its finished or it appears its not doing anything. May day a couple of days at the rate its going. "work" email was now down about 600 and the "personal" remains as it was at 23000+ emails. Will speak soon with an update
Customer: replied 2 years ago.
Looks good. The "work" hotmail now works after it downloaded the emails. The "personal" email didnt do anything and left around 23,000 to be downloaded without anything happening. I then deleted about 3000 old emails direct using my PC, then removed this email address from the laptop and reinstalled it. This seemed to sort it out this time and appears now to be working after it dowloaded the remaining emails. I Then sent emails to myself on both accounts and was found okay.
Will check tomorrow to ensure all is well before closing this conversation down. Thanking you in advance to what you have done.