Hi, welcome and thank you for your question. My name is XXXXX XXXXX X am glad to assist you today. Please tell me when you are ready for chat...
I'm ready now.
Thank you fro joining chat.... Are you using a web browser like Chrome and then go to http://hotmail.com to access your emails? Or are you using an email program like MS Outlook 2007 or 2010 or Windows Live Mail 2012?
I go to the Hotmail address to receive mail.
Not using any email program I mentioned about?
Thank you for that confirmation. Are you logged in to your Hotmail now?
Ok. Please try to compose a new email and then send that email to your own Hotmail account. Then see if you receive that email immediately...
This is to test if you are receiving emails or not....
Just sent the email?
Now, please go to your Hotmail page (not this chat page) and then press F5 key in your keyboard to refresh the Hotmail page....
Are you getting emails after pressing F5?
Is your Hotmail page now appearing in blue with Outlook.com logo?
It's green with the Outlook logo.
Ok. Please look at the top left corner where there is a label "Folder". On the right of "Folder" there is a small circling arrow. Click on that small arrow to download new emails
Ok. Let us check your settings if your emails are being forwarded....
Click on the small gear icon at the top right near your avatar, then click More Mail Settings
Under Managing your Account, click on Email Forwarding
Is it set to forward your emails?
If it is, please select Don't forward
It is don't forward
Is Don't forward select?
Ok. Have you checked your spam or other folders there?
Yes. The usual settings.
Other than your Inbox, emails could have been sent to other folders...
Are you accessing your Hotmail account using mobile devices?
Nothing in the other folders. The outgoing message that I just sent is in the Sent folder
Yes. I use mobile devices - iPhone and iPad
Do you access your Hotmail using smartphones?
Have you checked your mobile devices if the emails that you are expecting are already downloaded there?
Are you using Chrome?
messages are coming into my Preservation Pittsburgh account which I gave you the address for
are you saying that the message that you just sent was received by the Preservation account?
*Preservation Pittsburgh account
No. I'm saying that messages from your organization came into the Preservation account
Ok, you were referring to JustAnswer.com emails are received by the Preservation Pittsburgh account....
Let us go back to your Hotmail settings and see if rules were set... Please go back to the Hotmail settings and let me know when you were there
Under Customizing Outlook, click on Rules for sorting new messages
Ok. Under Preventing junk email, click on Filters and reporting
For the first Junk email filter, is it set to standard?
Do you have other accounts added to this Hotmail account like any alias?
Under Writing Emails, click on Reply to address... Is your Hotmail address listed there?
Ok.... Do you have other web browsers there like Firefox?
You mean Internet Explorer? Alright, please try to access your Hotmail using Internet Explorer and see if the emails are being collected there
You mean, there are still no emails downloaded when using Internet Explorer?
Please try accessing your Hotmail using your other browser to test if this is a browser related issue.
Also check if you have turned on the auto-vacation reply....
I did. Nothing is coming in using Explorer
No auto-vacation reply
Ok. It seems that all your Hotmail settings are intact and standard....
Seems that way
Can you please tell me the name of your antivirus software?
Alright, please try to temporarily turn off or disable email scanning of your Norton. Or try turning off or disabling Norton for the sake of this troubleshooting.... Then test if your emails will come through
Ok Give me a minute
Yes, please take your time....
I disabled the firewall and anti-virus for 15 minutes
Yeah, that is alright... Now, please try to refresh your Hotmail and see if emails come in
Try sending an email to yourself also
No to refresh and email wasn't received
Please try sending a new email to your own account
I did send one from Hotmail to my hotmail account
Still not received?
Can you please check your settings and see if there are emails listed in the Blocked senders list?
No. just a bunch of spam addresses
Alright.... Have you tried to logout from your Hotmail then log back in?
Ok. Please go back to your Hotmail settings, then under Managing your Account, click on "Connect devices and apps with POP"
Under POP, select Disable, then Save
It's already on disable
Ok, so reverse this time. Select Enable then Save
Make sure the option below it is NOT to delete....
That's the setting
OK. Save your changes, then try to receive emails again
Is your Norton still off?
Have you checked your mobile devices if your Hotmail got emails there?
Nothing on mobile devices
Do you have any email filtering software installed recently?
Can you please try to go back to your Settings then Safe and Blocked Senders.
For the Safe Sender, add your own Hotmail address there. Or the other address - the Prevention account....
Then save the changes....
Then test sending using your own Hotmail account or the Prevention account
The Preservation address was in there. I added it earlier. I just added the Hotmail address
Ok. Test sending now with any of the addresses
Ok. Let us try to access your Hotmail using other portals.... Please go to http://mail2web.com/
In that page, enter your Hotmail address and then your password XXXXX Check Mail
See if you can access your Inbox and if emails are there
Is this safe?
I just accessed my Hotmail.... They are a web hosting company and email provider.... so security is their concern as well
It won't connect so far.
Please give it a moment to login... I was able to access my Hotmail...
This is to test if the problem is with your computer or with your Hotmail account only....
Nothing so far
Not connected? But is it still connecting?
It is still trying but nothing is happening
Can you please try it in Internet Explorer as well?
It finally connected. No new emails.
Ok, so basically, this is a Hotmail issue. I believe this is a server downtime from Hotmail's end.
I checked online some people never get it back
This means that nothing from your end is wrong. Not your antivirus software blocking your emails....Not even your browser. So this means that even if you perform a system restore, it will not help since it is the Hotmail servers that are clogged or congested at this time.
I am very sorry about this issue. But what I can suggest is that you keep your settings and you turn back on your Norton for security....
ok. Some people have just given up and gone to another account. That would be awful for me to do. I would have trouble for years. My address has been around for over 20 years.
How many hours have you encountered this problem already?
Or few days already?
Since yesterday afternoon.
Ok. I am really sorry about this issue. I truly understand your concern about your Hotmail account that you have been using for 20 years or more....
Please refer to this link:http://downrightnow.com/
Thanks. Can anything be done?
There you can see that Hotmail has been down, though not all servers since my Hotmail is not affected. So only few servers hosting just a segment of Hotmail users.... It has been down 22 hours already....
Hotmail is up per the site
I mean 22 hours ago....
Yeah, it is UP but it was down 22 hours ago.... this means there was a technical downtime 22 hours ago
So this could have triggered the problem you are having now....
It could have, but it doesn't mean that it will come back does it?
Yes, it will come back of course. I believe that you are not the only one affected by the downtime so Hotmail engineers could still be undergoing some fixes on their servers....
Again other people just gave up after weeks of waiting
Please give it 48 to 72 hours and see if your problem is resolved
okay, but I get a lot of email and this will be a problem
I am not sure with those other people. But I suggest you don't give up your Hotmail. Your still have your last shot when you can't still receive your emails....
okay I'll try, but the longer I wait the worse it will be if I really do have to switch
If you are still unable to receive emails after 48 or 72 hours....you can contact a Hotmail moderator.. This moderator has actual access to account status so he or she can check your Hotmail account problem and correct it for you....
How do I do that?
Please give me a moment while I locate the procedures that I documented....
This is actually intended for blocked or locked account. But the main goal here is to have an actual contact from inside Hotmail, and that must be a Hotmail moderator so that he can actually check your Hotmail account status and problems....
How do I reach a moderator?
In the procedures that I created, it was assumed that the account is locked so another Hotmail account is required. Since you can still access your Hotmail, you can use it to reach a moderator....
Here is the link of the procedures:
I am referring to the last procedure, section C in the link I gave you.....
When you reach the form after clicking on "Your account has been temporarily blocked", there you can write your full scenario of the problem....
I found Section C
Yeah, that is the section I was referring to. In the procedures, it is assumed that the Hotmail account is locked so it is advised to create a NEW hotmail account. But since you are still able to access your account, you can just use it to fill out the form.That must be the last resort. I still suggest that you wait for about 48 hours and see if Hotmail fixes itself....
Ok, but that could do nothing.
what could do nothing?
oh I see.... that is just an option for you since I believe Hotmail is still correcting any side effects after the downtime 22 hours ago....
But you can go ahead and submit that form though....
It didn't work for some other people. Their accounts never came back.
Yeah, for some other people. I believe they did not contact Hotmail and just post on forums who do not have actual access to Hotmail accounts...
Well I'll try the moderator right away. If he/she can access my account, it might help.
Another scenario could be, those people could have given up early and did not monitor the results
Some waited weeks
Yeah, please. Also, after submitting the form, I suggest that you use your other account since Hotmail will send you emails regarding the progress of the recovery or complain
I'll give them one of my other non-hotmail addresses
And just wait for few hours for Hotmail to contact you. The speed of their reply (though you might get an autoreply to inform you they got your email) actually depends on the number of complaints they receive now or today....
Thank you for your patience. I hope this helped and I hope you are able to get your Hotmail corrected.
Thanks. I really don't have a fix. Only a direction that I don't know will work.
You're welcome. So far, I have tested those procedures with many Hotmail users to recover their account. But contacting the Hotmail moderator is conclusive since he or she can tell you the actual status of your Hotmail problem....
Always fix it?
Yeah.... Their account are always recovered. Except for the few people who cannot verify or prove that they are the owner of the account they are trying to recover. getting in touch with Hotmail moderator is the best last step for Hotmail issue.
We have already tried the fixes from your end and they are intact.
Just wait for few hours for Hotmail to respond to you.
I know. I getting tired. I'm sick today. Off work and need to get back to bed.
Ok. Please take your time to rest. Please remember to rate my service positively (3-5 stars/faces) once you have all the information you need. Tips are always highly appreciated!If you have any other questions, please ask me or reply to me – I’ll be happy to respond any time.Thank you!Best regards,Jess
Thanks. Need to go.
I'll give an okay service. You tried.
You're welcome. If you have time to rate my service, that will be appreciated. Thanks.