Hello and welcome to Just Answer. My name isXXXXX will be happy to assist you today.---Hello sir/madam, are you currently using the computer in question now?
are you using a hotmail account? (in outlook)
Yes, using Hotmail connector as well as another standard e-mail account.
Sorry, I meant Outlook Connector
it seems outlook cannot download it, can you go to your hotmail (from web: www.hotmail.com)
is that email there? (in your inbox)
I've just checked on the hotmail account via the web and and all the e-mails there are in the account that I view via Outlook
can you close outlook, and open it again
is outlook trying to download that 3.8 mb file ?
No, it won't let me. I click on the 'close' box, but as per my original question, the Outlook symbol stays visible but greyed out in the task bar at the bottom and won't shut down completely unless I shut down the whole computer
can you do this:
open outlook, and let outlook download the file,
Even if I use task manager and close the Outlook.exe process from there as well it won't do it.
and switch to offline mode. do you know how to switch to offline mode in outlook?
Outlook is already open but hanging. I can't therefore now close/open outlook whilst we're on here for the reason stated above
can you go to add-ins section. do you know how ?
I think so, just a sec..
I've just looked but can't find add-ons in Outlook
can you tell me where to look in the toolbars
what is the outlook version? (outlook 2003, 2007, 2010 etc)
On the Tools menu, click Trust Center, and then click Add-ins.
can you go to add-ins from tools > trust center >add-ins
ok, I'm there...
do you have any add-ins?
various - do you want to know them all?
can you disable all of them? (reason why you are not able to close outlook is that one of the addins is damaged)
It doesn't seem to give me an option to disable them from here: it's just showing a box with the name, location and type of add-in
do you see , "Manage: " ?
manage com addins
at bottom, what do you see ?
There's just a box which displays the description of the add-in highlighted, then below that is a tick option box which says "apply security configuracion of macros.." etc. (sorry, my version is in Spanish so I'm having to translate to you as I go along)
it looks like that?
Ok, now I see how to disable them using the option box at the bottom - have done so..
and have clicked to close Outlook..
were you able to disable all of the addons ?
yes; but the Outlook icon is still sitting greyed out in the task bar at the bottom
we need to restart your computer
can you restart your computer
and when you come back, check outlook
because even if we disabled all of the addins, one of the addins was already running in background
yes, but then I lose connection here... how do I get back on to here?
you can open this page
and we can continue
i will be here waiting
ok. I'll do that now.
Ok, I've closed down and re-opened Outlook..
now can you close outlook
are you able to close it?
and then open it?
yes, that seems to have done it. Although there doesn't seem to be any new e-mail in the inbox that would account for the one it appeared to be trying and failing to download..
can you try to send a message (with attachment) to your own email address
and check if you are able to download it
Ok..hang on a sec..
(you can attach a file with 3-4 mb. for example you can attach a music file (mp3) for test)
Just checking - do you mean via my standard e-mail account (as I've disabled hotmail connector)? And I don't have any music files on this computer! Any other suggestions?
since we are testing outlook, we need to try it with outlook
in your outlook,
can you send a message to your own email, so we can check if your outlook can receive it without problems
(we need to find a file for testing)
do you have any files you can attach, with 3-4 mb filesize?)
Sorry, I meant in Outlook but did you mean to send to and from my ordinary mail server address not the hotmail one?
it is not important, (because we are testing outlook, not accounts )
you can use any account in your outlook
which email address is linked to your outlook ?
Er, both - standard one via my isp and the hotmail one.
let's try your isp one
isp will be faster to attach and send
(since you are connect to internet through your isp)
I've just sent one with a video attached and it's gong out and been received ok
so this fixed the problem (disabling addins)
it seems one of the addins was checking (or scanning) the file
and it was causing the problem
It appears to have done - but the problem didn't happen every time I used Outlook, only sometimes, so it's impossible to be sure
it seems it was doing this, when you have a large file to receive
And the supposed e-mail number (say) 11 of 11 has never landed.
yes, it was stuck there
probably the file (attached to the message) was causing this, because one of the addins was trying to open/scan the file
But when this has happened before and I check the e-mails on my phone (I check them on there for anything urgent, but leave them on the server to ensure that they always go to my desktop also to actually work from), there never is any e-mail that hasn't landed - the two always match up apart from the 'mystery' file.
your other computer was able to receive the file but your computer was not able to receive it because it seems there was a problem with your own computer (add-ins) , since we disabled the add-ins, probably this fixed the problem now
No I think you've misunderstood: all the e-mails that landed ok on my phone, also landed ok on my desktop (this computer). But then this computer then seems to be trying to download another/further mail that it hangs on
i understood, it is strange, did you receive that 3.8 mb file on your phone?
by the way, it seems your outlook was able to download the file completely (it says 3.8 of 3.8, which means 100%)
i think, at the end, it was not able to disconnect from the email server for some reason (maybe because of the damaged add-in)
were you having this error frequently?
No, it didn't. I can't find what I originally typed but it wasn't the full size of the file: it was only (say) at 3.67 of 3.8 when it hung
it seems your add-in tried to scan the file and it was not able to do so, so it was stuck there
No, sometimes the problem occurred, sometimes it didn't. But when it did, it would occur for several days, then not occur for a while again.
I'm going to have to go now; I don't think we've found the solution to the main problem, but we do to the inability to shut down when it happens. I'll try to work through the add-ins one by one to figure out which one causes the shut-down problem.
you are welcome