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.

Hello all,

We have recently had reports of several different issues from users after a minor backend release that we had for Windows Live Hotmail at the beginning of July. Find below the issues that are been reported so far and the solutions/workarounds for them:

Problem:

Unable to view photo attachments in e-mail messages sent from a mobile device/Unable to view attachments received in old emails

Solution:

This is currently a known issue and the product group is working towards a resolution. As a workaround, please hit the forward button in your mailbox and you will be able to view the attachments in the email.

Problem:

Unable to right click on an attachment and ‘save target as’, users get the following error:

Solution:

Please left click the attachment and you will be prompted to either ‘save’ or ‘open’ the attachment.

Problem:

Getting a Gray box when viewing received photo attachments. When customers are forwarding the received photo attachments or copy pasting the attachments into a new email, the attachments/emails show up gray. 

Example:

Solution:

Please use an email client to view these attachments.

To download Windows Live mail for free, please visit:

http://get.live.com/wlmail/overview

Problem:

Users are not being able to create a new message using the “E-mail contact” option at the Contacts page. Nothing happens when selecting the “E-mail contact” option.

Solution:

This behavior appears to occur when you are using Internet Explorer version 6 and the classic version of Windows Live Hotmail. While we are looking into this, I suggest that you either upgrade your browser to Internet Explorer version 7 (if you are using Windows XP) or use the Full version of Windows Live Hotmail (if you are using an older version of Windows).

You can download the latest version of Internet Explorer by visiting the link below:

http://www.microsoft.com/windows/products/winfamily/ie/default.mspx

To switch from the classic version to the full version of Windows Live Hotmail:

1. In the upper-right corner of the page, click “Options.”
2. Under “You are using the classic version of Windows Live Hotmail,” click “Try the full version.”

Problem:

Users are not seeing the reply or forward button in their accounts.

Solution:

Our product development team is already aware of this and is currently in the process of investigating this issue.  While we are looking into this, I suggest that you optimize your browser settings to ensure that it is not contributing to the issue that you are encountering.

To optimize IE browser settings, please refer to this link below:

http://emailsupport.spaces.live.com/blog/cns!5D6F5A79A79B6708!6203.entry

If you are using any other browser, please refer to your browser’s help documentation.

Problem:

Prompted to upgrade browser when viewing e-mail/navigating account

Solution:

You are being prompted with this message because you are using a browser that is not currently supported by Windows Live Hotmail. Windows Live Hotmail currently supports the browsers below and you may encounter issues or some features may be disabled if you are using a different browser.
Mozilla Firefox 2.0
Internet Explorer 6 or higher version
To resolve your issue, we recommend downloading and using either of the browsers mentioned when accessing your Windows Live Hotmail account.

Problem:

Unable to compose a mail when you click an address in a 3rd party website and have set Windows Live Hotmail as your default email client.

Solution:

This is a known issue as of now. As a workaround, we request you to copy the mail address and open a new email window in your Windows Live Hotmail and compose an email.

Others:

If you are encountering any of these issues:

Receiving Java script Error when viewing messages

Getting “Working on your Request” or “Windows Live is not available at this time. Please try again later” or "We weren't able to complete the request"

message when viewing e-mail messages

Please optimize your browser settings by referring to this link below:

http://emailsupport.spaces.live.com/blog/cns!5D6F5A79A79B6708!6203.entry

If you are using any other browser, please refer to your browser’s help documentation.

If none of these workarounds/solutions resolve the problem that you are having, please contact support at http://support.live.com and report your issue.

Thanks,
Windows Live Hotmail Team.

Each week we receive calls from users who report not receiving e-mail from people. Often this is a very simple change of settings, other times you will need your e-mail provider’s help.

Here are some things you can do to resolve this problem for our top two reasons of not being able to receive e-mail.

1.        “My friends say they emailed me, but I just never got it. They didn’t get any error messages either.”

The most common cause of not receiving mail from your friends or family is filter settings.  Windows Live Hotmail offers several methods for users to set receiving rules for their inbox. 

·         Check your junk e-mail filter and blocked sender list  

·         Set the junk e-mail filtering level

·         Block or allow messages from specific senders and domains

·         Filter incoming messages

2.       “My friends are saying that they get an error message saying permanent failure when they send to me.”

Occasionally, when an email service provider sets up new servers, our network doesn’t yet know them. The addresses of the servers are as unknown to our network as one that would be created by a spam robot. Brand new providers may not be aware of our requirements for senders and our filter incorrectly recognizes them as spam. This can even happen to established providers in some unique cases. If someone who sends email to you, receives the message below, saying that there is a permanent failure, first check with your friend to be sure that they have the correct address. If so, and the problem persists, have your friend submit the error message to their email provider’s support channel.

Here is an example of the message that your friend would see:

PERM_FAILURE: [Your Friend’s Email Provider] tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 SC-001 Mail rejected by Windows Live Hotmail for policy reasons. Reasons for rejection may be related to content with spam-like characteristics or IP/domain reputation problems. If you are not an email/network admin please contact your E-mail/Internet Service Provider for help. Email/network admins, please visit http://postmaster.live.com for email delivery information and support (state 13).

If the information above doesn’t help address your specific situation, please contact customer support.

Identity protection is one of the most important considerations in today’s society. At every corner, you are asked to give your email, mailing, web site address, or even more personal information. According to the Javelin Strategy and Research February 2007 Identity Fraud Report, 8.4 million people had their identity stolen in 2007. This is big business that the study shows costs each victim an average of $5,720.

Understand how phishing works by reading this example story of a phisher.

Phish – (MSN Encarta - commit fraud to get financial information: to trick somebody into providing bank or credit-card information by sending a fraudulent e-mail purporting to be from a bank, Internet provider, etc. asking for verification of an account number or password)

A day in the life of a Phisher

Evil Ed sits in his easy chair with his laptop, watching TV. He’s doing web searches on names that he found from various Internet forums and chat rooms.  Ed has written a computer program to read these sites and gather names and email addresses. The program puts these names into a file on his computer.

Ed loves his house. Everything in it was bought and paid for by someone else. He grins as he begins the day’s work.  First, he calls a contact that is looking for email addresses.  Ed has just finished creating the list of new emails his program found that week.  His database now has over 40 million unique addresses.

After agreeing on a price for the complete list, Ed hangs up the phone and begins his real money maker; stealing people’s identity. Ed has another computer program that takes all the names it found with the email addresses and sends them through all the search engines he can find. When the search returns numbers or words like “street”, “avenue”, or a city, it catalogs those to a smaller file.

It’s here that the work begins. First, Ed cross references the information he finds in Internet white pages with any public records that are available, such as deeds, death notices, or marriage licenses. When he finds connections, those people can expect to have their cell phone companies, Internet Service Providers, and any other discoverable business relationship phished.

Ed calls a dating site he found and presents himself as innocent@somedomain.com. “Here’s my address I used to sign up for an account. What are the last four digits of my credit card? Hmmm, well I know I used a few different ones during that time, I think it was a Visa®?” The agent, trying to be helpful answers yes, no, or provides a helpful hint, “No, it was a MasterCard®.” Ed hangs up the phone.

He immediately calls back and now phishes for the last four digits of the MasterCard®. This is called social engineering and you can see where this goes.  How about the people that didn’t have any connections to  accounts or other information?  Well, Ed still has the email address and the web site it was found on, as well as the email provider (e.g. Hotmail, Yahoo, Gmail, etc). Ed now creates an email that looks exactly like it is from that provider. The email tells the user that their account is expiring, in violation, or needs more information. Click this link now to save this account! Each person that clicks that link, and enters that information, has now been caught in the phishing net.

Ed ends his day by heading out to the mailbox. It’s about 3:30 in the afternoon now. He hopes that the letter from his cousin Andy has arrived. Andy works in a refreshment booth at one of the many tourist attractions in his area. Every month, Andy mails Ed a list of credit card numbers and names that he has copied into his notebook. He gets these numbers from people paying for their food and drinks.

Ed chuckles to himself; just because the Internet Age is here, why ignore the original methods of identity theft?

You can protect yourself – here’s how:

Never post any personal information in an Internet forum, chat room, or blog. Doing this allows programs like the one described above to harvest and use it for other reasons. This can be anywhere from full blown identity theft to using your email address as the “From” address in their spam; most likely getting your account closed by your email provider in the process.

Search on yourself. Go out to search engines like Microsoft Live Search and enter your name in the search box. You may be surprised by the results. Something as innocent as being listed in the phone book can get you listed on the Internet. Each data provider has different methods that you must take to remove the information, if you choose to do so.

Enroll in an identity protection program. Today, every credit card, mortgage, or other lender offers some type of identity protection program. Do your homework and find the one that monitors all three major credit reporting agencies: Experian, Equifax, and TransUnion, and which fits in your budget. A good service will send you a proactive report each quarter. The higher-end services offer real time alerts to your phone or email. You should only need one program for all of your accounts.

Change your account information. Changing your password is not enough. You must also change your secret questions and it is recommended that you also change other information. Maybe change your house phone to your cell phone or your house address to your mother’s address. Not every account warrants the same change, but your critical ones do. Put up as many barriers to social engineering phishes as possible.

Ensure you are running virus protection, malware protection, and a firewall. Ensure that they are all current with updates. Although this is now becoming a truth along the lines of you should look both ways before crossing a street, I cannot stress enough the importance of this item. In my days as an independent consultant, I worked with many clients and businesses that could have saved both time and money, in the case of my bill and their lost work, if they had only installed and turned on their security software. Microsoft offers products like Windows Defender and Windows Live OneCare that together offer a unified platform for users wanting to protect their personal information and computer systems.

Don’t let your ATM/credit card out of your sight. This one isn’t easy sometimes, especially in restaurants, but do you best to maintain visual contact with your ATM/credit card at all times. The news of the day is all the online identity theft. That is because the traditional method of manually stealing names and numbers through garbage sifting and unethical service employees is old hat. If your card leaves your sight, be diligent about reviewing your statement. Shred all personal documents, such as account statements, pill bottle labels, and even the pre-approved credit offers, when you discard them.

Own your information. Many people do not realize that they own their personal information. Even more people do not exercise that right. Each pre-approved credit offer is a check on your credit score. Each time you list in your local phonebook’s white pages, you also list in their online directories. The way to maintain and control this information is different in each case. Some are tedious, like removing yourself from all pre-approval lists after buying a new home, to others which are much simpler, like merely submitting a request to the company. At Microsoft, privacy is one of our top concerns and we have a very strict privacy policy. Every employee at Microsoft must complete a privacy training course annually.

In closing…

The scope and prevalence of this crime is that we must protect ourselves and our family. Law enforcement agencies the world over are understaffed and overworked in trying to shut down identity theft rings. Be safe and be sure.  Be the one who is protecting your identity.

Until the next time…

-s

Resources

·         Microsoft Security at Home – Ways to keep your family's online experience safe and enjoyable: http://www.microsoft.com/protect/default.mspx

·         Federal Trade Commission – Latest regulatory information, studies, and legislation: http://www.ftc.gov

·         Snopes.com – Debunking of urban legends: http://www.snopes.com

·         Authentication and Online Trust Alliance – Consortium of email senders, providers, and support leaders committed to the Internet trust ecosystem: http://www.aotalliance.org

·         Messaging Anti-Abuse Working Group – Global organization focusing on preserving electronic messaging from online exploits and abuse with the goal of enhancing user trust and confidence, while ensuring the deliverability of legitimate messages: http://www.maawg.org/home/

For Internet Explorer 6:

1.  On your desktop, launch Internet Explorer. 

2.  On the "Tools" menu, click "Internet Options."

3.  On the "General" tab, click "Delete Cookies," then click "OK," if prompted.

4.  Click "Clear History," then click "Yes."

5.  Click "Delete Files," select the "Delete all offline content" check box, and then click "OK."

6.  Click "Settings," under "Check for newer versions of stored pages", select "Every visit to the page."

7.  Click "View Files," press CTRL+A to select all the files, and then press "DELETE." When you are prompted to confirm, click "yes," close the window and click "OK" to close the Settings dialog box.  If there are no files in the window, close it and click "OK" to close the Settings dialog box.

8.  Click the "Security" tab, click the "Internet," select "Default Level", if it is available, and then click "Apply." Repeat this step for the "Restricted sites," "Trusted sites," and "Local Intranet" zones. 

9.  Click the "Restricted sites" icon, click "Sites," select a listed site (if there are any), and then click "Remove." Repeat this step until all the sites are removed from the list. Click "OK" when you are finished. 

10.  Click the "Trusted sites" icon, click "Sites," Uncheck the "Require server verification (https:) for all sites in this zone" checkbox.

11.  In the "Add this Web site to the zone box," type *.hotmail.com , and then click the "Add" button. Do the same for *.passport.com, *.live.com, and *.msn.com, and then click "OK." You will know that you successfully added the sites because you will see the sites in the Web sites box. If you receive a "Trusted sites" error message, verify the spelling of your entry. 

12.  On the "Privacy" tab, click "Sites" or "Edit." Under Address of Web site, type *.hotmail.com, and then click "Allow." Do the same for *.passport.com, *.live.com, and *.msn.com. Click "OK."

13.  On the "Content" tab, click "Clear SSL State," then click "OK." Skip this step if "Clear SSL State" is unavailable. 

14.  Click the "Advanced" tab, click "Restore Defaults," and then click "Apply."
15.  Click "OK" to close "Internet Options."

For Windows Explorer 7:

1.  On your desktop, launch Internet Explorer.

2.  On the "Tools" menu, click "Internet Options."

3.  Under Browsing history, click "Delete."

4.  In the Delete Browsing History window, click "Delete cookies." If you are prompted to confirm the deletion, click "Yes." It may take several minutes to delete these files if you have a lot of files, then click "Close."

5.  Click the "Advanced" tab, and then click "Restore Advanced settings."

6.  Click the "Security" tab, click the Internet icon, click "Default Level," and then click "Apply." Repeat this step for the "Restricted sites" and the "Trusted sites" zones. 

7.  Click the "Trusted sites" icon, click "Sites," and uncheck the "Require server verification (https:) for all sites in this zone" checkbox.

8.  Under "Add this Web site to the zone", type *.hotmail.com, and then click "Add." Do the same for *.passport.com, *.live.com, and *.msn.com. Click "Close."

9.  Click the "Privacy" tab, and then click "Sites." Under Address of Web site, type *.hotmail.com, and then click "Allow." Do the same for *.passport.com, *.live.com, and *.msn.com. Click "OK."

10.  Click the "Content" tab, click "Clear SSL State." Skip this step if "Clear SSL State" is unavailable.

11.  Click "OK."

1.  Sign out from your account.

2.  Go to http://mail.live.com

3.  Save a shortcut to your Desktop.

4.  Save your e-mail address and password on the Sign In page. Then sign in to your account.

5.  Access your account from the shortcut that you created on your Desktop.

Thanks,

Windows Live Hotmail Team

• Set the junk e-mail filtering level
• Set up e-mail alerts on your mobile phone
• Incoming e-mails appear blank
• Block or allow messages from specific senders and domains
• Receive mail from other e-mail accounts
• How do I reduce the amount of junk e-mail I receive?
• Incoming e-mails are unreadable or appear in a different language
• How do I add my e-mail account from Microsoft Outlook?
• How do I add my e-mail account to Microsoft Outlook Express?
• Reset your password
• About restricted child accounts
• Change the appearance of the Windows Live Hotmail window
• Not receiving e-mail from contacts
• Set up an automatic vacation reply
• Change the viewing language
• Receive a yellow warning message when trying to view or send an e-mail message
• Transfer your e-mail information from another account to your Windows Live Hotmail account
• Change your secret question and answer
• Can't attach files to e-mail messages
• Change your password
• Receive an error message when trying to sign in
• Can't download attachments
• Add a signature to outgoing messages
• Set or change reply address
• Format message text
• Filter incoming messages
• Change the Today page settings
• About Sender ID, spoofing, and phishing  (You should check out my post on Email Security too.)
• Create a Windows Live Hotmail account
• Can't sign into Windows Live Hotmail with Safari

Over 130 million Americans will receive refunds as
part of President Bush program to jumpstart the economy.

Our records indicate that you are qualified to receive the
2008 Economic Stimulus Refund.

The fastest and easiest way to receive your refund is by
direct deposit to your checking/savings account.

Please follow the link and fill out the form and submit
before May 10th, 2008 to ensure that your refund will be
processed as soon as possible.

Submitting your form on May 10th, 2008 or later means that
your refund will be delayed due to the volume of requests we
anticipate for the Economic Stimulus Refund.

To access Economic Stimulus Refund, please click here.




NOTE: If you received this message in you SPAM/BULK folder, that
is because of the large amount of e-mails we are sending out
or because of the restrictions implemented by your ISP.

© Copyright 2008, Internal Revenue Service U.S.A. All rights reserved.

• Outlook Express General
• Windows Live Mail Desktop
• Internet Explorer General
• Internet Mail

I look forward to interacting with all of you on these forums in the upcoming months.

Warm Regards,

Scott
Sr. Support Program Manager
Windows Live Mail Technologies (Hotmail, SPAM, Live Mail)
Microsoft Corporation 

We encourage you to download Windows Live Mail at http://get.live.com/wlmail/overview. We will continue to update this blog with information regarding this move.

To help aid in this transition, we've included some frequently asked questions:

Q: Why are we disabling DAV?
A: DAV is a legacy protocol that is not well suited for client access to large inboxes. Over time, as we’ve increased e-mail storage limits for  Windows Live Hotmail customers—and now offer 5GB inboxes for free—a more efficient access protocol is needed.

Q: What are we replacing DAV with?

A: We have developed a new, much more efficient protocol called DeltaSynch that is far superior to DAV especially for large e-mail inboxes. It enables email clients to only download changes since the last time the client polled the email server for changes. This is much more efficient and high performing than having to download all the headers in every folder as is the case with DAV.

Q: Is DeltaSync compatible with Outlook Express?

A: The new protocol unfortunately is NOT supported by Outlook Express and support would require too many changes to the Outlook Express software.

Q: Is there a different or new mail client I can try that uses DeltaSync?

A: Microsoft is providing Windows Live Mail, a free e-mail client that has the familiarity of Outlook Express and much more. This free, next generation e-mail client  enables users to easily manage multiple e-mail accounts including Windows Live Hotmail and other e-mail accounts that support POP3/IMAP. Windows Live Mail also integrates well with other Windows Live services, is optimized to work with Windows Live Hotmail, and offers: 

·         Offline mail

·         Windows Live Hotmail account aggregation for those users with multiple Hotmail accounts

·         Account aggregation for POP and IMAP mail accounts

·         Rich photo-sharing capabilities

·         Advanced search via integration with Desktop Search

·         Safety tools (Anti-Virus scanning, anti-phishing, anti-spam features across aggregated accounts for customers who do not have an Anti-Virus product)

·         Integration with Windows Live services including Windows Live Messenger, Contacts and Spaces

·         RSS (Real Simple Syndication) feed aggregation

·         Ability to send SMS (short message service) text to a mobile phone from Windows Live Mail

Q: If I have technical issues when switching, where can I find assistance? Is there a tech support hotline?

A: Please visit http://help.live.com.