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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1622
Experience:  Computer Software Support Specialist for more than 10 years
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My hotmail mail isn't opening up on om mac, about a week,

Customer Question

my hotmail mail isn't opening up on om mac
JA: How long have you had this issue with your Hotmail account?
Customer: about a week
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: normally on a tablet
JA: What troubleshooting have you tried?
Customer: The problem is on my desktop computer. Just rebooted the computer
JA: Anything else you want the email expert to know before I connect you?
Customer: no
Submitted: 4 months ago.
Category: Email
Expert:  Randy Computer Tech replied 4 months ago.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

The best option will be to use a screen connect remote session so that I can connect to your computer directly and do this for you.

I will send you the info.

Customer: replied 4 months ago.
Don't want to give you access to my computer, walk me through the issue please
Expert:  Randy Computer Tech replied 4 months ago.

yes, I will be glad to.

Customer: replied 4 months ago.
what is first
Expert:  Randy Computer Tech replied 4 months ago.

are you on that computer now?

Customer: replied 4 months ago.
Computer is open, communicating with you on my tablet
Customer: replied 4 months ago.
are you still there
Expert:  Randy Computer Tech replied 4 months ago.

yes,

Customer: replied 4 months ago.
what do I do first
Expert:  Randy Computer Tech replied 4 months ago.

delete the cookies related to Hotmail.

  • Open Safari > Preferences > Security > Show Cookie
  • Now type: live.com
  • Now you just make a click on "Remove All"
Customer: replied 4 months ago.
Under security it doesn't say anything about cookies
Expert:  Randy Computer Tech replied 4 months ago.

okay, try this please>

  • Start by into the History menu.
  • At the very bottom, you will see Clear History and Website Data.
  • When you select this command, you will be taken to Clear History menu.
  • Click Clear All History then it will clear the history and cache.
  • Click the button on the dialog labeled Reset to complete the process.

Note: It does NOT actually show you a finished window. You will have to quit and restart Safari.

Customer: replied 4 months ago.
Did not see the reset button
Expert:  Randy Computer Tech replied 4 months ago.

> Go to Safari on the top menu > Clear History and Website Data.

Step 02. It will ask you to remove all history and cookies > Select All history and click Clear History.

step 03. Go back to Safari menu > Click on Preferences.

Step 04. Please select Privacy category > Click Remove All Website Data.

Step 05. Go back to top menu > Select Develop > Click on Empty Caches

Customer: replied 4 months ago.
Sorry, don't seeDevelop
Expert:  Randy Computer Tech replied 4 months ago.

okay, From the Apple menu (), choose About This Mac. Let me know the OS Version please.

Customer: replied 4 months ago.
OS X Yosemite version 10.10.5
Customer: replied 4 months ago.
It went ok until it said to go to the top menu and select develop, my top menu has the words Finder. File. Edit. View. Go Windoe. Help, no develop
Expert:  Randy Computer Tech replied 4 months ago.

Okay, that menu should say Safari instead of finder, click on the safari screen to get the correct menu.

Customer: replied 4 months ago.
Clicked on Safari, I see the words Safari, File! Edit, View! Bookmarks, Window, Help
Customer: replied 4 months ago.
Ok, I found Develop by going to Preferenc s and then advanced, clicked on clear cache, what now
Expert:  Randy Computer Tech replied 4 months ago.

Quit safari, then reopen and try the hotmail again. Go to accountlive.com

Customer: replied 4 months ago.
It's thinking, but hasn't opened up yet
Customer: replied 4 months ago.
Just got a message that the server isn't responding
Expert:  jinsmn replied 4 months ago.

Hello Sir/Madam. Thank you very much for giving us an opportunity to help you. I am Jins here to assist you. Please remember these things when we deal with your issue. It may take more than one step/answer to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied.

Are you using Apple Mail program or Safari web browser to access your hotmail Email ?

Regards
Jins

Customer: replied 4 months ago.
Tried using google chrome, Firefox, safari to open up hotmail
Expert:  jinsmn replied 4 months ago.

Can I remote onto your Machine and have a look at your problem? It’s fully secure and you can see what I am doing at all times. If you wish please accept my remote support offer and let me know your time zone and the time period you prefer for remote support. Then I can send you the details to connect.

Regards
Jins

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