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Viet - Email Tech
Viet - Email Tech, Computer Support Specialist
Category: Email
Satisfied Customers: 37153
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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I have been having emails deleted just after showing up in

Customer Question

I have been having emails deleted just after showing up in Outlook.com I am using Hotmail and Windows 10. I found an answer on the MicroSoft Support, however it didn't work. I am very frustrated, Can you help me.
Submitted: 11 months ago.
Category: Email
Expert:  Viet - Email Tech replied 11 months ago.

Hi,

I'm sorry about the issue. Does this issue occur with new email messages?

Do you use a particular email program, such as Microsoft Office Outlook or Thunderbird or Windows Live Mail, etc.?

When did this issue first occur?

Was there any change recently to your computer or to your email that may have caused this issue?

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?

Please reply at the box below. Thank you,

Customer: replied 11 months ago.
Microsoft Office OutlookWhen I purchased this HP Computer in December 2015NOHere in AL it is almost 5:00PM cst. I have an appointment at 5:15
Expert:  Viet - Email Tech replied 11 months ago.

I can try to see if I can fix the issue in a few minutes, or can we continue later? What time can you be available?

Please reply at the box below. Thank you,

Expert:  Viet - Email Tech replied 11 months ago.

What's your Microsoft Office / Outlook version, such as 2003, 2007, 2010, 2013, etc.?

Do your emails get deleted only when those emails have already downloaded in the Microsoft Office Outlook program?

When new emails message arrive at the outlook.com website, and if you do not open the Microsoft Office Outlook program, do those new emails still stay at the outlook.com website?

When you are available, please reply at the box below to continue. Thank you,

Customer: replied 11 months ago.
Sorry about yesterday and having to my appointment cutting short our session. Here are the answers to your question.
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I'm sorry about the issue. Does this issue occur with new email messages? yes only new incoming emailsDo you use a particular email program, such as Microsoft Office Outlook or Thunderbird or Windows Live Mail, etc.? MS Outlook running on Windows 10. MS Office 365 (2016) version.When did this issue first occur? Ever since I bought this new HP Computer in December 2015Was there any change recently to your computer or to your email that may have caused this issue? No ChangesCan we do a remote support session, so I can troubleshoot the issue directly on your computer together with you? YesPlease reply at the box below. Thank you,
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Expert:  Viet - Email Tech replied 11 months ago.

Thank you. Please accept the remote support offer, then please click on the website below in order to connect with me remotely, then I can help you directly:

http://www.justanswer.com/remotedesktop/join.aspx?Session=1f8d5143-d0a1-4582-80c7-09fd1efed964

, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.
Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,

Customer: replied 11 months ago.
I will be home all afternoon. We can set something up when you get a chance.
Expert:  Viet - Email Tech replied 11 months ago.

I'm here now. On your Windows 10 computer, please click on the website below in order to connect with me remotely, then I can help you directly:

http://www.justanswer.com/remotedesktop/join.aspx?Session=1f8d5143-d0a1-4582-80c7-09fd1efed964

, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.
Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,

Expert:  Viet - Email Tech replied 11 months ago.

It looks like you are not there. Let me provide a possible solution you can try when you are available:

  1. In your Microsoft Office Outlook program, click on the File option at the upper left corner, then click on Account Settings -> Account Settings.
  2. Click on your email account there.
  3. Click on the button Change... above.
  4. Click on button More Settings....
  5. Click on Advanced tab at the top.
  6. Make sure to check the box at the option Leave a copy of messages on the server.
  7. Make sure to uncheck the box at the option Remove from server after .... days.
  8. Make sure to check the box at the option Remove from server when deleted from 'Deleted Items'.
  9. Then click OK at bottom.
  10. Click on Next / Close / Finish.
  11. Then from now on, please check to see if you can retrieve new email messages both in the Microsoft Office Outlook program and at the outlook.com website without them being deleted automatically at the outlook.com website.

When you are available, please reply at the box below to continue. Thank you,

Expert:  Viet - Email Tech replied 11 months ago.

Hi,

How is it going? Do you still need help with this issue or with anything else?

Please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,