FiddlerCap is a tool we use to capture explicit communications between your computer and our servers - the requests your computer makes and the response our server provides. When you run into an error using Hotmail or Windows Live Hotmail, the most valuable information we can use to resolve the issue is captured in FiddlerCap. (Windows Live Mail has its own error logging tool).

This tool will allow us to view the unencrypted data that is sent between your computer and web servers while the tool is capturing information. This means FiddlerCap can’t record your password for Live Hotmail, but we would be able to see what emails are in your inbox if you viewed it with the tool running. The information gathered using the tool is only used for troubleshooting of an issue you report to us, and we do not use it for data mining or other activities.

1. To install FiddlerCap, click here and save the file to your desktop

2. Once the installer has finished downloading, double click on “FiddlerCapSetup.exe” on your desktop

3. Read the License Agreement and then click “I Agree”

4. Click “Install”

5. Once installed, click “Close”

6. FiddlerCap will now open automatically.

7. Click “1. Start Capture”

8. Close all browsers, all e-mail application that uses HTTP protocol (ex. Outlook Express etc.) including any other program that connects to the Internet. Launch Windows Live Mail. Reproduce the issue you are having (for instance, clicking on the “Synch” button generates a deltasynch error).
Note: only Windows Live Mail and Fiddlercap should be running while capturing a fiddler trace.
9. Once completed, go back to the FiddlerCap window and select “2. Stop Capture”

10. Click on “3. Save Capture”, which will open the save file menu.

11. Click the “Save” button to save the capture file to your desktop.

12. If you have an open ticket with Mail Customer Support, reply to the message you received from Mail Customer Support and attach the FiddlerCap SAZ file to your reply.

You can uninstall FiddlerCap by going to Control Panel and selecting Add/Remove Programs.

Windows Live Mail troubleshooting logs contains technical information that can help us identify and diagnose issues that concern Windows Live Mail.
To configure Windows Live Mail to create these logs, follow these steps:
1. Open Windows Live Mail
2.  Click on “Tools”

3.  Click on “Options”

4.  Select the “Advanced” tab

5.  Under Maintenance and Troubleshooting, click “Maintenance”

6.  In the new window that opened, click on “Store Folder” and copy the path that is shown (we will use this later in removing and retrieving the log file)


7.  Under Troubleshooting, check the "General," "Contacts," "E-mail," "Newsgroup," and "Calendar" boxes and click “Close”

8.  Click on “Apply” and then on “OK”

After this, we will need to remove the existing log file first before generating a new one. However, please make sure that you have chosen “Show Hidden files and folders” before we can retrieve it.  Here’s how to do this:
Windows XP:

http://www.microsoft.com/windowsxp/using/helpandsupport/learnmore/tips/hiddenfiles.mspx

Windows Vista:

http://windowshelp.microsoft.com/Windows/en-US/Help/27e9a81a-fac7-457f-896b-e0017a04a59f1033.mspx

To remove the existing log files:

a. Click on “Start” and then “Run” (or click in the “Start Search” box if using Windows Vista)
Windows XP

Windows Vista

b. Paste the path that you copied in STEP # 6 above and hit “Enter”
c. Once in the “Windows Live Mail” folder, locate the “WindowsLiveMail.log” file and delete it.

Synchronize your e-mail once again by clicking the “Sync” button. The updated logs have now been created and we just need to retrieve these logs. Please follow the steps below:

a. Click on “Start” and then “Run” (or click in the “Start Search” box if using Windows Vista)
b. Paste the path again that you copied in STEP # 6 above and hit “Enter”
c. Once in the “Windows Live Mail” folder, locate and copy the “WindowsLiveMail.log” file
Note: Please rename this file to Windowslivemail.txt then attach it to your reply if you have an open ticket with Windows Live Mail Customer Support. You may also send the file directly to our test account at WindowsLM@msn.com. If you choose to directly send it to our test account, please use SR____ID (found in the subject line of your e-mail to Windows Live Mail Customer Support) as the subject for easy tracking. Kindly notify Windows Live Mail Customer Support that you have sent it to the test account by replying to the open ticket.