Windows Live Hotmail Technical Support Blog

How to capture a screenshot:

Windows XP

1.  Launch Windows Live Mail and recreate the issue.

2.  Press “Print Screen.”



Note: Location of the Print Screen key may vary; the illustration above is only a sample of a generic keyboard.

3.  Open Microsoft Paint.

  a.  Click on “Start.”
  b.  Highlight “All Programs.”

  c.  Highlight “Accessories.”

  d.  Click on “Paint.”

4.  On the toolbar, click on “Edit” then “Paste” or simultaneously press “Ctrl” and “V.” in your keyboard

5.  Click on “File.”
6.  Select “Save As.”

7.  Enter a filename and select JPEG as file type.

8.  Click “Save.”

Windows Vista

1.  Launch Windows Live Mail and recreate the issue.

2.  Press “Print Screen.”  (Please refer to keyboard screenshot above)

3.  Open Microsoft Paint.

  a.  Click on “Start.”
  b.  Highlight “All Programs.”

  c.  Highlight “Accessories.”

  d.  Click on “Paint.”



4.  On the toolbar, click on “Edit” then “Paste” or simultaneously press “Ctrl” and “V.” in your keyboard



5.  Click on “File.”
6.  Select “Save As.”


7.  Enter a filename and select JPEG as file type.

8.  Click “Save.”

You can either attach the screenshot in your reply or send it to our test account (windowsLM@msn.com) using SR****ID as the subject of your e-mail for tracking purposes. If you will send the screenshot to our test account, please inform us by replying to your submitted support request.

Thank you

How to Perform a clean removal of Windows Live Mail
The "clean removal” procedure completely removes Windows Live Mail from the computer.  Unlike the usual re-installation, this process requires deleting certain entries from your registry.  These methods may fix some installation issues and other problems.  Please follow the instructions below. 

A. Backup up your messages using the Export options.
Please refer to the steps in the following link:
How to backup Messages and contacts in Windows Live Mail

B. Removing Windows Live Mail
Please refer to the steps in the following link:
How to remove Windows Live Mail

C. Deleting registry keys
To delete the registry keys that are associated with Windows Live Mail, please follow the steps below.  Before you edit the registry, please make sure to back it up.  It is highly recommended that you know how to restore the registry just in case a problem occurs. For information about how to back up, restore, and modify the registry, please read the article in the Microsoft Knowledge Base at http://support.microsoft.com/kb/256986 .

Important Note: As long as the following instructions are done accurately, this should not adversely affect your computer and installed programs. 

For Windows XP

1. Click "Start,” click "Run,” type "regedit," and then press ENTER to open a Registry Editor window.

2. Click "HKEY_CURRENT_USER,” click "SOFTWARE,” and then click "MICROSOFT.”  Click "Windows Live Mail” and then press “Delete” to remove the registry key.

3. Click "HKEY_LOCAL_MACHINE,” click "SOFTWARE,” and click "MICROSOFT.”  Click "Windows Live Mail” and then press “Delete” to delete the registry key.

4. Exit Registry Editor and then restart the computer.

For Windows Vista
1. Open Registry Editor (Click "Start,” on the Start Search box,” type "regedit," and then press ENTER to open a Registry Editor window)

2. Click "HKEY_CURRENT_USER,” click "SOFTWARE,” and then click "MICROSOFT.”  Click "Windows Live Mail” and then press “Delete” to remove the registry key.

3. Click "HKEY_LOCAL_MACHINE,” click "SOFTWARE,” and click "MICROSOFT.”  Click "Windows Live Mail” and then press “Delete” to delete the registry key.

4. Exit Registry Editor and then restart the computer.

For Windows XP
The following are two sets of instructions on how to remove the latest and older versions of Windows Live Mail.  Since you cannot check which version you are using, please try to follow the one that is applicable.

For old Windows Live Mail versions:

1. Close all the Windows-based programs that are running.

2. Click "Start," click "Run," type the command “CONTROL APPWIZ.CPL” and then click "OK".

3. Under "Currently installed programs," select "Windows Live Mail," and then click "Remove."

4. When you are prompted to confirm the file deletion, click "Yes."

Note: If you see "Windows Live Beta (all programs)" under "Currently installed programs," please refer to these steps instead:

3. Under "Currently installed programs," select "Windows Live Beta (all programs)," and then click "Change/Remove."

4. Select "Install or Uninstall" then click "Continue."

5. Clear the checkbox next to "Mail Beta" to uninstall then click "Continue."

6. Click "Close" once done. 

For the latest WLM version:

1. Close all the Windows-based programs that are running.

2. Click "Start," click "Run," type the command “CONTROL APPWIZ.CPL” and then click "OK".

3. Under "Currently installed programs," select "Windows Live Essentials," and then click "Remove."

4. Select “Uninstall” when you are prompted to confirm the file deletion then click "Continue."

5. Under "Currently installed programs," select "Mail," and then click "Continue." This action will uninstall Windows Live Mail from your computer.

For Windows Vista

For old WLM versions

1. Click “Start,” type “programs and features” in the Start Search box, and then press “ENTER” on your keyboard.

2. In the list of programs, click “Windows Live Mail,” and then click “Uninstall.”

3. If you are prompted to confirm that you want to remove the program, click “Yes.”

If you are prompted for an administrator password or for a confirmation, type the password, or click “Allow.” 

For the latest WLM version

1. Click “Start,” type “programs and features” in the Start Search box, and then press “ENTER” on your keyboard.

2. In the list of programs, click “Windows Live Essentials,” and then click “Uninstall/Change.”

3. Select “Uninstall” when you are prompted to confirm the file deletion then click "Continue."

4. In the list of installed programs, select "Mail," and then click "Continue." This action will uninstall Windows Live Mail from your computer.

If you are prompted for an administrator password or for a confirmation, type the password, or click “Allow.” 

Recommendation: (Prior to Backing Up information from Windows Live Mail)

- Create a new folder using Windows Explorer in the location of your choice (e.g. folder on the hard drive, external drive, or jump drive)

- Folder names can be full or abbreviations -- Mail, News, Contacts, Msgs (highly suggested to aid organization)

Note: Consider appending a date suffix to the Messages folder name (e.g. Msgs_040509)
To back up e-mail messages in Windows Live Mail using the export feature

1. Start Windows Live Mail.

2. On the "File" menu, click "Export," and then click "Messages."

3. Select "Microsoft Windows Live Mail" as the export format, and then click "Next."

4. Click "Browse," and then select the folder in which you want to store the exported messages. We recommend that you create a new folder for storing the backup files.

IMPORTANT: The export directory must be an empty directory.

5. Click "Next."

6. Select the message folders that you want to export, and then click "Next." You will receive a message that states that the messages were successfully exported.

7. Click "Finish."
Note: You can use the import feature of Windows Live Mail to restore the exported messages later.
To restore data in Live Mail by using the import feature

1. Start Windows Live Mail.

2. On the "File" menu, click "Import," and then click "Messages…"

3. Select Windows Live Mail as the import format, and then click "Next."

4. Click "Browse," select the folder to which you exported the messages, and then click "Next." You can choose to import all the folders or only specific folders.

5. Click "Next." You will receive a message that states that the messages were imported in Windows Live Mail format.

6. Click "Finish."