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Windows Live Hotmail Technical Support BlogWE HAVE MOVED! HOTMAIL SUPPORT TEAM AT WWW.WINDOWSLIVEHELP.COM Frequently Asked Questions about Windows Live Hotmail
Frequently Asked Questions about the Live Mail Desktop Client
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April 08 How to Perform a clean removal of Windows Live MailHow to Perform a clean removal of Windows Live Mail A. Backup up your messages using the Export options. B. Removing Windows Live Mail C. Deleting registry keys 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.
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 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. How to remove Windows Live Mail from Windows Control panel (normal removal)For Windows XP 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.” How to backup Messages and contacts in Windows Live MailRecommendation: (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) 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." 1. Start Windows Live Mail. 2. On the "File" menu, click "Import," and then click "Messages…"
5. Click "Next." You will receive a message that states that the messages were imported in Windows Live Mail format. 6. Click "Finish." March 23 Collecting HTTP logs for Windows Live Mail using FiddlerCapFiddlerCap 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). 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. How to collect log files from Windows Live MailWindows Live Mail troubleshooting logs contains technical information that can help us identify and diagnose issues that concern Windows Live Mail. 4. Select the “Advanced” tab 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: 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) 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) |
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