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I run outlook 2011 for mac ( with sierra). upon return from…

Customer Question
I run outlook 2011...

I run outlook 2011 for mac ( with sierra). upon return from a week long holiday when opening outlook and "send/receive all" we are prompted to enter a password ***** the primary and secondary email accounts. The pop up gives the option to save the password ***** the keychain. This done and when reopening Outlook the same request appears.

Technician's Assistant: Are you logged into your Outlook account on any other devices?

I can login in on a surface book to the same account with outlook 2016 - no problem. I can login into webmail on the desktop (that has 2011 outlook on it)- no problem

Technician's Assistant: Do you have security questions or a phone number on file to help reset your password?

The password *****??

Submitted: 4 months ago.Category: Email
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Answered in 14 minutes by:
3/12/2018
Email technician: Jess M., Computer Support Specialist replied 4 months ago
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 2,556
Experience: Computer Software Support Specialist for more than 10 years
Verified

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Few things first:

  1. What email addresses or accounts do you have in your Outlook 2011?
  2. If you have several accounts, is the password ***** prompted only for a particular email account?

Please let me know by replying to me here so that I can help you further.
Best regards,
Jess

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Customer reply replied 4 months ago

b**********@bigpond.com (primary account) g*********@bigpond.com (secondary account) Both accounts are prompted for the passwords

Email technician: Jess M., Computer Support Specialist replied 4 months ago

And you are saying that you can access both accounts using a web browser entering your passwords?

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Customer reply replied 4 months ago
But with the "remember in the key chain" checked the next time you open outlook you are prompted again
Email technician: Jess M., Computer Support Specialist replied 4 months ago

Are you able to login to both emails in the browser by entering the passwords manually?

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Customer reply replied 4 months ago
In the accounts settings their are no passwords entered. You can't on the desktop access outlook if you do not enter the passwords (for each account) when prompted. If I Use my Surface book that runs outlook 2016 - no problem straight in no password ( like the desktop used to be - no settings have been changed - we got back from holidays and this just started)
Email technician: Jess M., Computer Support Specialist replied 4 months ago

Can I remotely access your computer so that I can directly check and fix the issues while you watch on your screen?

Remote access (Secure Remote Assistance) is an optional additional service offer with a minimal one-time flat fee regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.
Please let me know if you want this remote option.
Best regards,
Jess

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Customer reply replied 4 months ago
I'm Ok with that - but have to go out in 10 minutes and gone for a few hours. How do we reconnect?
Email technician: Jess M., Computer Support Specialist replied 4 months ago

Ok. Please just bookmark our chat page or add to your Favorites so that you can get back to me on this page any time.

Just let me know then by replying to me here when you are ready to do the remote session.

Meanwhile, I will now send the formal offer for Remote Access. You can accept it any time so that we can do the remote access any time as well.

Best regards,

Jess

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Customer reply replied 4 months ago
Ok thanks
Email technician: Jess M., Computer Support Specialist replied 4 months ago

You're welcome. Till then

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