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Richard
Richard, Network Specialist
Category: Networking
Satisfied Customers: 33116
Experience:  20 years consulting in the IT industry with Networking
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My Incredimail was accidentally deleted and Telstra Tech

Customer Question

My Incredimail was accidentally deleted and Telstra Tech Support was unable to restore a Critical Error Incredimail. MSI is not found.
Submitted: 11 months ago.
Category: Networking
Expert:  Richard replied 11 months ago.

Hi there and welcome

How exactly did they try to restore Incredimail?

Please let me know

Customer: replied 11 months ago.
I think they tried to do a restore, and in doing so downloaded a new version, not sure
Expert:  Richard replied 11 months ago.

ok, when did the problem start Patricia?

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

Customer: replied 11 months ago.
I would like to solve my problem, but it appears there is a fee for everything. I have already paid to get started.
Expert:  Richard replied 11 months ago.

yes, as I mentioned Patricia it is an optional service, if you do not wish to take it up, thats no problem, just reply to my question here please, which I have repeated below

when did the problem start Patricia?

Customer: replied 11 months ago.
13/03/16
Customer: replied 11 months ago.
If I Download a new Incredimail I will have lost all my contacts and saved files
Expert:  Richard replied 11 months ago.

correct, and its not what I want you to do.

Can you click start, type in system restore and press enter

Follow the onscreen steps and perform a restore choosing a date before 13/3

Let it complete and when it has, tell me if Incredimail now functions please.

Customer: replied 11 months ago.
Richard I am unable to do a restore for an earlier date as it does not appear in restore application.
Customer: replied 11 months ago.
Richard is it possible for me to get my Email back, Telstra Tech Support can' help
Customer: replied 11 months ago.
My problem has not been resolved.
Expert:  Richard replied 11 months ago.

Hi there Patricia

You will then have to reinstall it, there is no other option left.

Use my link below and you can do this

http://www.incredimail.com/en/download

Let me know how you go please

Customer: replied 11 months ago.
Richard I am still coming up with a critical error and it wont install again.
Expert:  Richard replied 11 months ago.

What is the exact error message and on which step do you get it?

Customer: replied 11 months ago.
When I try to login it says a critical error has occurred and cannot continue with the session.
Expert:  Richard replied 11 months ago.

Login to what sorry?

Please provide specific detail of what you have done so far.

Customer: replied 11 months ago.
It also says that I cannot download a new version while the old version is still there but I cant delete it.
Expert:  Richard replied 11 months ago.

Login to what sorry?

Please provide specific detail of what you have done so far.

Customer: replied 11 months ago.
I will try again and take better notes and will let you know.
Expert:  Richard replied 11 months ago.

OK, Remember I see nothing you do now, so please tell me specifically what you do.

Customer: replied 11 months ago.
When I try to install it says can't find "IncrediMail MSI "
Error 1714
Older Version of IncrediMail cannot be removed contact Tech Support
Expert:  Richard replied 11 months ago.

Ok, you need to then use www.revouninstaller.com to first remove the installed version.

Use the 30 day free trial

Make sure you choose to remove all registry entries and files, so the advance option when doing this. This is critical

Then restart and try again to install please.

Customer: replied 11 months ago.
Well Richard I followed your instructions but still says the same.
Expert:  Richard replied 11 months ago.

If you go to Start, Control Panel, uninstall a program, do you see Incredimail in the list?

Customer: replied 11 months ago.
IncrediMail 2.0 still there
Expert:  Richard replied 11 months ago.

ok, then you did not do the revo uninstall instructions correctly.

You need to run it again and as I indicated, its important to use the Advance option.

Customer: replied 11 months ago.
I am sure I did but I will try again.
Expert:  Richard replied 11 months ago.

remember to ensure you choose Advance and delete all registry entries and files.

Customer: replied 11 months ago.
Richard it did not work and I did choose Advance
Expert:  Richard replied 11 months ago.

ok, very strange, if you did delete the registry entries and files during the advance process....

But the only option then left is a reinstall of windows.

Are all your files backed up off the computer? (programs you will need to install again). As this will remove all your files on your computer.

Customer: replied 11 months ago.
I can't see IncrediMail thru Control Panel now so I don't understand.
Expert:  Richard replied 11 months ago.

Sorry Patricia, but your messages are a little confusing.

You said you say Incedimail in the list of programs, you redid the instructions, you said it didnt work, now your last statement. Can you please clarify what you are saying

Customer: replied 11 months ago.
When I tried to reinstall Incredimail it wouldn,t let me because it said the old version was still there, but when I looked on Control like you asked me before, this time it does not appear there, so I don,t understand why it did not work.
Expert:  Richard replied 11 months ago.

because there is still corruption, hence why we will have to do the reinstall.

Customer: replied 11 months ago.
Richard I do not feel confident enough to do a backup of Windows I will have to wait for a family member to help me, I don't want to lose anything else.
Expert:  Richard replied 11 months ago.

I understand, once done though, you can restore the backup and you will then be able to install Incredimail again.

I will mark the question to never close, so If you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.

And please take a second to rate my service for now by clicking one of the stars at the top of the screen then submit

Thank you

Customer: replied 11 months ago.
As my problem has not been fixed yet is there a charge for this.
Expert:  Richard replied 11 months ago.

It will be fixed once you do the instructions I gave

Customer: replied 11 months ago.
Well until I do this I cannot be sure, nothing has worked so far.
Expert:  Richard replied 11 months ago.

ok