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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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We had power outage over the weekend and now I cant login to

Customer Question

Hi there, we had power outage over the weekend and now I cant login to my outlook. I put in the email address and password, yet it says its incorrect
JA: How long has this been an issue?
Customer: Just today
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: through icon on my desk top Mac
JA: What troubleshooting have you tried?
Customer: I asked our IT guy, he is yet to come back to me. I am currently accessing via web, which is very inconvenient
JA: Anything else you want the email expert to know before I connect you?
Customer: I would suggest we need password *****
Submitted: 9 days ago.
Category: Email
Expert:  Richard replied 9 days ago.

Hi there and welcome

Is this for outlook.com the website or are you trying to sign into outlook the program? eg: Outlook 2016?

Please let me know

Thank you

Customer: replied 9 days ago.
it is Microsoft outlook the program, this is our email
Expert:  Richard replied 9 days ago.

Thank you

Which version of outlook is this?

And to which email service is it connecting to?

Please let me know

Customer: replied 9 days ago.
No sure how you can fix this remotely as the password ***** ***** being accepted. I thought I was being connected to Microsoft tec support. I need a password *****
Expert:  Richard replied 9 days ago.

ok... I really though need the information I am asking for, from you.

Can you provide this please?

Customer: replied 9 days ago.
office mac 2011
Expert:  Richard replied 9 days ago.

And to which email service is it connecting to?

Customer: replied 9 days ago.
Don't understand what you mean by which email service??
Customer: replied 9 days ago.
its web based I assume
Expert:  Richard replied 9 days ago.

ok, first, if you can sign in via webmail, your password ***** ***** the issue.

But I am asking which email service such as @gmail.com, Yahoo.com, outlook.com ect, is office mac connecting to?

If you do not know, what is the part of your email address after the @ symbol?

Customer: replied 9 days ago.
right understood, its .com
Customer: replied 9 days ago.
sorry, .com.au
Expert:  Richard replied 9 days ago.

The whole part please after the @

Customer: replied 9 days ago.
bmfs.com.au
Expert:  Richard replied 9 days ago.

ok, so this is an internal company service when I look it up.

Close outlook

Hold down the Option key on the keyboard, and then start Outlook 2011.

In the Database Utility window, select the database that you want to maintain, and then click Rebuild.

When complete, click done and tell me if it then connects please.

Customer: replied 9 days ago.
yer that doesn't do anything
Expert:  Richard replied 9 days ago.

Can you be more specific please?

Where you able to do the instructions? You already did them?

Customer: replied 9 days ago.
holding down the option key and starting outlook results in nothing!
Expert:  Richard replied 9 days ago.

ou can also browse to the Database Utility by opening the Application folder and then opening the Microsoft Office 2011 folder. Open the Office folder, and then double-click Microsoft Database Utility.app.

Customer: replied 9 days ago.
think there might be a loss in tech communication ability here, this all seems very foreign. We are Australian based
Expert:  Richard replied 9 days ago.

ok, I can connect then to your computer and do this for you

Please accept the offer and I can then do this.

Customer: replied 9 days ago.
Look Richard, I am dubious to be honest, your asking for remote access, I have found you via some website, I don't even recognize
Expert:  Richard replied 9 days ago.

ok, I can tell you we have been here for over 13 years, and I personally have been here for with many thousands of happy customers.

You can also see and control everything I do.

But it is optional else you will need to do the instructions I gave you please which do work.

Customer: replied 9 days ago.
Well I have given remote access to tech before and no I cant control what they do!
Thanks but after reading reviews I will contact the local tech support guys in my area.
Expert:  Richard replied 9 days ago.

or you could do the instructions I provided to you?

Will you at least do them as I spent a fair amount of time getting the details of your problem

Customer: replied 9 days ago.
Richard, that's the problem I don't understand your instructions. I tried doing what you stated it doesn't work
Expert:  Richard replied 9 days ago.

ok, they will work, but you need to carefully take the time and follow them as they are step by step

So open Finder, go to applications, open the Microsoft Office 2011 folder. Open the Office folder, and then double-click Microsoft Database Utility.app.

In the Database Utility window, select the database that you want to maintain, and then click Rebuild.

When complete, click done and tell me if it then connects please.

Customer: replied 9 days ago.
Im concerned with doing rebuild that it will lose all my emails?
Expert:  Richard replied 9 days ago.

no, these are on the server

Customer: replied 9 days ago.
ok doing it now
Expert:  Richard replied 9 days ago.

thanks