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cannot send or receive Email.
Latest post: Isabelle M., Tuesday, December 27, 2011 7:15 AM
Tuesday, December 27, 2011 1:25 AM
kgrahamii
Last email received on msn premium acct was 12/15/2011.  cannot send or receive, and yet, I am receiving emails thru Hotmail and Windows Live.  On-line chat with a "Wendell" last week unsuccessful.  He offered following suggestion

Wendell: Thank you, this means that the MSN software is ready for the troubleshooting steps. I have cleared the logs on the account already and I will be providing you the steps on how you can clear your Local Data Store and rename the Synchronization Data File. These files are responsible for synchronizing your MSN e-mails from the servers to your MSN software. Upon performing the steps, this will refresh the components needed for the software to synchronize properly.

Wendell: This process would take at least 15-20 minutes to complete and after that, I would advise you to leave the MSN software open for another 15-30 minutes so that it can re-download your messages and personal settings from the server.

Wendell: If the issue persists after that, please contact us back and look for a Resolution Specialist so that we could run a special tool and possibly take over the computer to resolve the issue. The Resolution Specialist is a higher level of support equipped with advance tools to diagnose and fix the issue on your MSN software. All services are free of charge.

Wendell: Since the MSN software would have to be closed for the before you can perform the process, I will be sending you offline steps by pasting it here on the chat window. You may copy our chat transcript, paste it on a word document and save it on your computer for future reference, you can also send a copy of this transcript on your e-mail address by pressing on the circular mail icon on the upper right corner of the chat window. If your printer is ready, you may also click the Print button.

Wendell: Please review the steps and let me know if you have questions. Please give me 2-3 minutes to customize it so you can easily follow the them.


I guess I need a Resolution Specialist, but do not know protocol.
Kirk Graham
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Tuesday, December 27, 2011 7:15 AM
Isabelle M.

Hello Kirk,

 

Since you are able to check the email messages on the server (hotmail) there could be other reasons why they cannot be downloaded my MSN.

 

Go to the email page and check if you only have 1 Inbox. If there are others, please follow these steps to remove additional email accounts which maybe causing the concern:

1. Click on Help & Settings at the top then click Settings.

2. Click "1 Change your e-mail settings"

3. Click "Additional e-mail accounts"

4. Click "Additional MSN and Hotmail e-mail accounts"

5. Select the account you want to remove then click the Remove Account button.

6. Click Yes to confirm

7. Click Save Changes

8. Click Done

9. Click the Mail&More icon at the top to go back to the email page

10 The additional email account should no longer be on the email page.

 

Not having the latest version of MSN can also cause the email messages not to be downloaded from the email servers. You should have MSN 10.2.  To check the MSN Version, click Help and Settings at the top then About MSN.

 

If you don’t have MSN 10.2, please follow the steps that are marked in green on this link to remove the old MSN and install the latest one:

http://answers.msn.com/thread.aspx?threadid=9d4183d7-f422-4c12-84f4-4dd35f8e2ac1

 

If you already have MSN 10.2, we’ll need to use the email synchronization tool that our Product Engineers developed.

 

Before you use this tool, please back up email messages saved under Folders on your Computer since you will lose them otherwise.  Please follow Method 1 on this link: http://answers.msn.com/solution.aspx?solutionid=d830f08c-414d-49ae-91cb-df58aa44832f.

If you are doing this process on several e-mail accounts, please change the last part of the file name so that you can identify the exported email. For example, instead of leaving it as MSN_Mail.msnbak you can change it to MSN_(e-mail address).msnbak.

 

Please check the Private Message area below for further information.

 

Feel free to reply to this post for any questions and feedback.

 

Thanks!

Isabelle

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