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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1683
Experience:  Computer Software Support Specialist for more than 10 years
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I cant log in to my outlook account, a couple of e a couple

Customer Question

I cant log in to my outlook account
JA: How long has this been an issue?
Customer: a couple of e a couple of weeks i can get it on my i phone but not my home Mac
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: usually on my phone but its quicker sometimes on my home computer
JA: What troubleshooting have you tried?
Customer: i just tried to log on through outlook or hotmail
JA: Anything else you want the email expert to know before I connect you?
Customer: no i just want to be able to get e-mail on my home Mac
Submitted: 3 months ago.
Category: Email
Expert:  Lorenz Vauck replied 3 months ago.

Dear Client,

I am sorry to hear about that problem. My name is***** am a computer expert with 17 years of experience and will help you as good as I can.

Can you please first let me know which error you are seeing when you try to login to your Outlook account?

Please reply in the box below (there are no additional costs associated with this, you can reply as often as you wish).

Thanks for your patience and best regards,

Lorenz Vauck

Customer: replied 3 months ago.
its says the page is down for maintenance it has been saying that for a couple of weeks
Expert:  Lorenz Vauck replied 3 months ago.

Thank you, ***** ***** is it that it is saying that for? Is it www.outlook.com ?

Customer: replied 3 months ago.
yep
Expert:  Lorenz Vauck replied 3 months ago.

Which web browser are you using, Safari?

Customer: replied 3 months ago.
Expert:  Lorenz Vauck replied 3 months ago.

Thank you. Just to make sure, you can open www.outlook.com, but as soon as you try to login, you get that error? Or does it already happen if opening www.outlook.com without login in?

Customer: replied 3 months ago.
when i first open it tells me we are updating the terms and there is a box to hit NEXT i hit it it sends me to another page that says down for maintenance
Expert:  Lorenz Vauck replied 3 months ago.

Thanks. Can you access the account fine from your phone or do you get the same error there?

Customer: replied 3 months ago.
no i can get my mail on my phone but not on my mac
Expert:  Lorenz Vauck replied 3 months ago.

Can you please try for me to open the browser on your phone and go to www.outlook.com there and see if you can login fine? (Do not use the phones mail-app please).

Customer: replied 3 months ago.
no same thing as my mac
Expert:  Lorenz Vauck replied 3 months ago.

That is very odd, who is your internet provider?

Customer: replied 3 months ago.
ok i just got it on my phone
Customer: replied 3 months ago.
bell
Expert:  Lorenz Vauck replied 3 months ago.

OK, so you have logged in fine on your phone now to www.outlook.com?

Customer: replied 3 months ago.
but still cant o my mac
Expert:  Lorenz Vauck replied 3 months ago.

But you just got the same message like on your Mac a minute ago, right? What have you done different on the phone now so that you could login?

Customer: replied 3 months ago.
ok now im logged on dont get it havnt done anything different than the last 20 times i tried to log on
Expert:  Lorenz Vauck replied 3 months ago.

You are in your Mac now?

Customer: replied 3 months ago.
ya but its not working very good cant seem to do anything
Expert:  Lorenz Vauck replied 3 months ago.

What happens if you try to navigate around on outook.com now (after login in) ? Any error message?

Customer: replied 3 months ago.
it slowly is starting to get better ill give it a bit and see what happens
Expert:  Lorenz Vauck replied 3 months ago.

Very interesting, I guess this is a combination of your internet provider and outlook.com, there might be a routing issue on the way from you to outlook.com... If you wish, I can check this more in-depth via a remote-connection to your Mac. You´d have to let me know if you wish me to do that....

Customer: replied 3 months ago.
no ill see how things go first if it continues then i will
Expert:  Lorenz Vauck replied 3 months ago.

Good idea, let us do it like that... keep me posted how it goes please and if it still fails, I can spot the problem for sure via a remote-session.

Customer: replied 3 months ago.
ok thanks
Expert:  Lorenz Vauck replied 3 months ago.

If you need any more text-advise, just reply as well please.