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 Chris L. Your Own Question

Chris L.
Chris L., Support Specialist
Category: Computer
Satisfied Customers: 4328
Experience:  Certified Computer expert with over 10 years experience.
51029781
Type Your Computer Question Here...
Chris L. is online now
A new question is answered every 9 seconds

once I open mozilla firefox I cannot now open mail with the

Resolved Question:

once I open mozilla firefox I cannot now open mail with the latest virsion 20
Submitted: 1 year ago.
Category: Computer
Expert:  Chris L. replied 1 year ago.
Hello and thank you for using Just Answer. My name is XXXXX XXXXX I will be happy to assist you.

I am sorry to hear you are having trouble.

What exactly happens when you go to your mail with firefox? Are you able to log in?

Please let me know if you receive any error messages so I can best assist.

Thank you,
Chris
Customer: replied 1 year ago.

it highlight and nothing happens

Expert:  Chris L. replied 1 year ago.
I would like to offer you a remote support session where I could connect to your computer and fix this for you.

Would you like to try that?
Customer: replied 1 year ago.

does not do anything, box highlights for a few secs and then returns to normal


 

Expert:  Chris L. replied 1 year ago.

Would you like me to remotely connect to your computer so I can see the issue?

Customer: replied 1 year ago.

yes


 

Expert:  Chris L. replied 1 year ago.
Please click on the link below and choose agree. Next you will need to download and run the connection utility. Make sure if anything pops up asking you to allow or run you choose to do so.

Click HERE


.
Customer: replied 1 year ago.

can not connect


 

Expert:  Chris L. replied 1 year ago.
Why?

Are you receiving any kind of message?

You may need to disable your anti virus, as it could be blocking the connection.

Remember you must allow the remote utility to Run. If the computer blocks it you have to click allow.

Try again please.

Click HERE

.
Customer: replied 1 year ago.

how long should it run?


 

Expert:  Chris L. replied 1 year ago.
You need to run teh downloaded file, sounds like you are close.

Try holding CTRL and J to open downloads and then double click on the file, elsinore.exe
Customer: replied 1 year ago.

joining session is still running


 

Expert:  Chris L. replied 1 year ago.
Ok it sounds like you are not running the connection utility. Look around your screen for it being blocked, you should have an alert telling you a file was downloaded. You need to run it, nevermind what the screen is saying.
Customer: replied 1 year ago.

Ok it say no connection is available

Expert:  Chris L. replied 1 year ago.
I am not sure what it going on but it is not connecting for whatever reason.

Perhaps we can solve the issue without remote.

Can you please tell me who your email provider is, is it yahoo, hotmail, gmail, or someone else?

Also exactly what happens when you try to go to your email in firefox?

Are you able to get into your mail in internet explorer?
Customer: replied 1 year ago.

yes, just go a message tha windows cannot open the file

Expert:  Chris L. replied 1 year ago.
Windows cannot open which file.

I am not going to be able to help you if you cannot answer the questions I ask you. I need to understand the problem in order to solve it so please make sure you answer the questions I ask to I can best help.

Can you please tell me who your email provider is, is it yahoo, hotmail, gmail, or someone else?

Also exactly what happens when you try to go to your email in firefox?

Are you able to get into your mail in internet explorer?
Customer: replied 1 year ago.

i do not know internet explorer will not open mail

Customer: replied 1 year ago.

I am lost! what is happening


 

Expert:  Chris L. replied 1 year ago.
Hello,

I am asking you some questions that I need answered in order to assist you but you have not answered them.

Here is what I need to know,
Can you please tell me who your email provider is, is it yahoo, hotmail, gmail, or someone else?

What exactly happens when you try and access your mail? Does it say your password XXXXX XXXXX?
Customer: replied 1 year ago.

OK my email provider is AOL. when get to AOL and click on the open mail envelope and nothing happens can open mail in aol only by using google

Expert:  Chris L. replied 1 year ago.
Ok that helps.

In firefox do the following.

Hold the CTRL key the SHIFT key and press DEL.

A box will open like the one shown below.
graphic

Check all of the boxes in the windows and set the dropdown to everything so it looks exactly like the above picture and click OK.

Once it is finished deleting close firefox.

Now open firefox and log back into your mail and try again.

Let me know the result.
Customer: replied 1 year ago.

OK Chris, when i open firefox I do not get the tool box in the window so i can not do the option

Expert:  Chris L. replied 1 year ago.
Ok I would imagine you did not press the keys correctly. That is ok.

Let's try this remote again so I can do this for you.

1. Click HERE

2. Click I agree, Run remote desktop.

3. If you do not see anything pop up and let you choose RUN then hold down the CTRL key and press J to open the downloads window. Double click elsinore.exe
Expert:  Chris L. replied 1 year ago.
If you have trouble in firefox try connecting in internet explorer.
Customer: replied 1 year ago.

trying to connect.

Expert:  Chris L. replied 1 year ago.
I did not here back from you so I had to close the session.

When you are available let me know and we can try having you connect in internet explorer.
Customer: replied 1 year ago.

sorry the computer hung up on the download and when I rebooted I lost the history. so I jus gave up for the moment

Expert:  Chris L. replied 1 year ago.
Ok can you get to this page in internet explorer or google chrome if you have it?
Customer: replied 1 year ago.

I answered you reply via email on Google can not get email via internet explorer

Expert:  Chris L. replied 1 year ago.
Ok if you are using google now click HERE

Next choose agree,

then you should see the download on the bottom left that says elsinore.exe

Double click that to connect.
Customer: replied 1 year ago.

the pc performance

Expert:  Chris L. replied 1 year ago.
I dont know what you mean by that.

if you are using google now click HERE

Next choose agree,

then you should see the download on the bottom left that says elsinore.exe

Double click that to connect.

If you have trouble try internet explorer
Customer: replied 1 year ago.

no connections are available

Expert:  Chris L. replied 1 year ago.
Try this please.

To get connected click the following link.


https://secure.join.me/Download.aspx?installer=win&webdownload=true


Once you click it you must allow the utility to run.


When finished look towards the top of your screen and you will see it says

join.me/123-456-789


Let me know exactly what the numbers say so I can connect.


Thanks

Customer: replied 1 year ago.

849-321-155

Customer: replied 1 year ago.

849-321-155


 

Expert:  Chris L. replied 1 year ago.
Got it I am going to attempt to connect now
Expert:  Chris L. replied 1 year ago.
I am now connected,

  1. Click the meeting tools (pointer) button.
  2. Click share mouse control.
  3. Select a viewer.

 

 

Expert:  Chris L. replied 1 year ago.
Please rate my service.

Thank you,
Chris
Expert:  Chris L. replied 1 year ago.
Remote fix.
Chris L., Support Specialist
Category: Computer
Satisfied Customers: 4328
Experience: Certified Computer expert with over 10 years experience.
Chris L. and 9 other Computer Specialists are ready to help you

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
< Last | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you! RP Austin, TX
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
 
 
 

Meet The Experts:

 
 
 
  • Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
< Last | Next >
  • http://ww2.justanswer.com/uploads/EN/Engineer1010/2012-6-9_132423_jaj12a.64x64.jpg Andy's Avatar

    Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
  • http://ww2.justanswer.com/uploads/BA/barrenrock/2011-10-19_215925_JamesJAFinal.64x64.jpg James's Avatar

    James

    Sr. Computer Support Expert

    Satisfied Customers:

    8376
    20 years of experience building, fixing and servicing PCs and operating systems.
  • http://ww2.justanswer.com/uploads/zeyank/2009-09-26_154244_P8110079.png Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    1741
    A+ Certified Technician - 10 Years experience working with all types of computer systems.
  • http://ww2.justanswer.com/uploads/JA/jadedangel57/2011-11-8_193134_janenewsm.64x64.jpg Jane Lefler's Avatar

    Jane Lefler

    Sr Prog Analyst / Technician

    Satisfied Customers:

    0
    Computer Programmer / Technician/ Consultant 16+ years
  • http://ww2.justanswer.com/uploads/RO/robmpreston/2013-9-23_233814_mijiFZm.64x64.jpg RPI Solutions's Avatar

    RPI Solutions

    Support Specialist

    Satisfied Customers:

    3476
    5+ Years in IT, BS in Computer Science
  • http://ww2.justanswer.com/uploads/BA/barunrath/2012-7-5_201954_Profilepic2.64x64.jpg B. Rath's Avatar

    B. Rath

    Computer Support Specialist

    Satisfied Customers:

    8671
    Certified Computer/Networking Support Specialist.
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S.'s Avatar

    Frederick S.

    Computer Specialist

    Satisfied Customers:

    7240
    Computer technician and founder of a home PC repair company.
 
 
 

Related Computer Questions

Chat Now With A Tech Support Specialist
Chris L.
Chris L.
Tech Support Specialist
4328 Satisfied Customers
Certified Computer expert with over 10 years experience.