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GeekGal, Computer Support Specialist
Category: Computer
Satisfied Customers: 1109
Experience:  MIS degree and 15+ years experience with both Mac and Windows hardware & software
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I cannot download or open a Word attachment to my AOL email.

Customer Question

I cannot download or open a Word attachment to my AOL email. It tries to download and fail to complete the download. If I try to open the partial download I get a message in Word that the file is corrupted or there is not enough storage to open it. I have tried to get the attachment in IE (most current version) and chrome with the same result. My hard drive is a*****with 650GB unused. No other programs or documents are open. I have even tried to email it to another of my email accounts that is not AOL but with the same result. I am running Win 11 (fully updated) on a Dell 2305. I even reinstalled MS Office 365 to see if it was the Office install that was the problem, but no help. If I open the same email account on my old laptop, I can download and open the document. the old Laptop also has Office 365 and win 11. When I download the attachment on my laptop, then store in Dropbox, I can open the document on the desktop where the original problem exists, so it is not the document or the email account. What could the issue be? I run CCleaner and Malwarebytes without finding any problems. I also run Norton Security suite with no problems identified.
Submitted: 1 year ago.
Category: Computer
Expert:  GeekGal replied 1 year ago.

Hi there! My name is*****'m a certified computer professional with 15 years of experience. It would be my pleasure to assist you with this. May I ask if you turned off system restore and booted into Safe Mode before running Ccleaner and Malware Bytes?

Expert:  Cody replied 1 year ago.

Hello. My name is ***** ***** I will be assisting you today.
Can I remotely connect to your computer, so I can troubleshoot this issue with you?

Expert:  Cody replied 1 year ago.

Checking in to see if you still need help with this issue, if so please reply at your convenience.

Customer: replied 1 year ago.

I have not turned off system restore and booted into safe mode and then run Ccleaner and Malwarebytes. I will try that.

Expert:  Cody replied 1 year ago.


Customer: replied 11 months ago.

I turned off system restore and booted in safe mode and ran Ccleaner and Malwarebytes. No help. same behavior.

Expert:  Cody replied 11 months ago.

Are we able to do a remote session?

Customer: replied 11 months ago.

It is now working. I don't know why.

Expert:  Cody replied 11 months ago.

ok thanks for the update

Expert:  GeekGal replied 10 months ago.

Hi Larry. My guess is that when you ran Ccleaner and Malware Bytes in Safe Mode and turned off system restore (so no malware,virus, or spyware could hide there) as I initially suggested, it cleaned up whatever was causing the issue. Running these tools in safe mode can take care of issues that hide themselves in normal mode. I did want to remind you to turn System Restore back on, now that you've cleaned your System. You only want to have that off when troubleshooting.

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