All my e-mails suddenly disappeared at the weekend.  I did not delete them.  I desperately require to print an e-ticket for a forthcoming holiday.  Please retrieve them.  Why has this happened?  Will it happen again?

Hey candy box,
 
Post your Hotmail account here and we’ll investigate your issue ASAP.
 
Thanks.

What do you mean?  Have I to write my e-mail address here?  It is:  {removed email address}

 

If this is not the case could you please give me details of what I have to do.  i need to retrieve an e-ticket for a holiday.  Please also tell me why my e-mails suddenly disappeared.  i did not delete anything.

 

Thanks. V Littlejohn

I’ve tried restoring your missing e-mail. Unfortunately, It wasn’t successful. It is possible that your messages have been purged even before I attempted to recover your messages. 

Moving forward, we have received similar reports from other customers that have been experiencing this problem. After working with them, we have verified that they had McAfee SpamKiller installed.  After investigating your account, it appears that you are using this program or a similar one that can either remove messages from our servers into your local client, or move them to your Deleted folder.

Hi Dave V

I have never installed McAfee SpamKiller or any other program.  I do not know what you mean by 'local client'.  I have no idea what is going on.  Someone suggested that my e-mails have disappeared because it may be more than 30 days since I sent one.  Can't remember if this is the case as I was away on holiday.  Could this be a possibility?  If so, please let me know and i will make sure that I e-mail more frequently.

Can I now delete all this correspondence once you have replied to this latest message?  How do I do this?

Thanks

Hi candy box,

We received reports from other customers such as you who experienced this problem. After working with them, we have verified that they had an Internet Security and/or Anti-Virus software's installed. Parts of this Software Suite are Spam Killers. After investigating your account, our records show that you are using this program or something similar that can remove messages from our servers to your computer or to your Deleted folder. 

From the information we have received, I can offer the following recommendations: 

   1. Move the messages from your Deleted folder to a personal folder. Moving these message back to your Inbox could result in them being moved back to the Deleted folder again. This step will help prevent them from being moved back to the Deleted folder.  

   2. For information about configuration changes that can help prevent loss of messages, see the "Help" help information for the program that you using.  

   3. Contact the manufacturer of your Internet Security and/or Anti-Virus program for help preventing loss of e-mail. If you cannot find messages in your Inbox or Deleted folder, look for other folders to which the messages may have been moved by the e-mail program and see if your messages are recoverable.  

Thanks

Every time I try to type here to answer the note above my message totally disappears.  What is the problem?

I was trying to tell you that I do not know what you mean by moving my messages to a personal folder.  How do I do this?  My messages disappeared from my Inbox, not my deleted folder.  How do I prevent this happening again?

I also do not know which program is installed as I click on the update software when it appears from Firefox.  Obviously one of these contain a Spam Killer.

candy box:

Every time I try to type here to answer the note above my message totally disappears.  What is the problem?

It’s possible that you’re composing your message even before the page fully loads. To avoid experiencing the same problem again, wait for the page to fully load before typing anything on this website. To hard refresh your browser, press “F5” key on your keyboard.

candy box:

I was trying to tell you that I do not know what you mean by moving my messages to a personal folder.  How do I do this?  My messages disappeared from my Inbox, not my deleted folder.  How do I prevent this happening again?

To avoid having your messages deleted due to SpamKiller or a similar program, create a personal folder in your Hotmail account then move the messages in your Inbox folder to this folder. If you see valid messages being deleted from your account, move the messages from your Deleted folder to your personal folder.

In addition, check the Help file of the program that you’re using for steps on how to prevent it from deleting your messages online. You can also contact the manufacturer of your Internet Security and/or Anti-Virus program for further assistance.

candy box:

I also do not know which program is installed as I click on the update software when it appears from Firefox.

You’ll need to refer to the Help file of the program that you’re using to verify its name and version.