Recently I was requested to update my ITunes app. After doing this three things started happening: 1) my emails in Outlook.com were going...

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Customer

Recently I was requested to update my ITunes app. After doing this three things started happening: 1) my emails in Outlook.com were going directly to my deleted folder. 2) The I-Cloud icon kept popping up -and the worst of all 3) I have only two password protected word docs - and I have not changed the password, but now I cannot view these files with the password that I have always used. HELP

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Ramy De Jesus
Technician

Hello and welcome to ExpertHelp.com! My name is Ramy De Jesus and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Apple  nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Ramy De Jesus
Technician

Hi Judy! Thank you for choosing ExpertHelp.com. May I know what apple device are using? Once your ready, please type your responses on this page and then click on the Blue Send Response button to post your responses. I will be standing by.

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Customer

I am working on my PC, but I do have an Iphone and 2 Ipads

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Ramy De Jesus
Technician

Thank you for your response. What device are you having problems?

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Customer

I am ready now

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Customer

My PC

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Ramy De Jesus
Technician

I see. Can we have a remote session so I can see what is the problem with your PC? I can walk you through all the steps to solve your problem. However, we offer a remote support option for $20 where I will perform all the steps for you. It will make the entire process easier and faster.

Would you like me to take control of your device and perform the steps for you?

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Customer

Do you mean $20 in addition to the $57?

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Ramy De Jesus
Technician

Yes Judy for the Remote support upgrade.

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Customer

If you can't solve the problems will I still be charged this much?

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Ramy De Jesus
Technician

If the problem can't be charge by doing the remote support we will waived the fee. Can we proceed with the remote support now?

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Customer

Yes

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Ramy De Jesus
Technician

Dear Judy, It was a pleasure helping you with your Outlook issue today. Here is a summary of the resolution.

Issue identified : Email deleted automaically
Solution Implemented : Live chat. Call customer. Remote established. Check the email settings. Edit the filter rules. Advise customer to check the password because the password is key sensitive. Customer accidentally left the caps lock on. Now custmer can open the file. Issue resolved. Case closed. Chat/call/remote ended.
If issue resurfaces : Advised to contact us at s**t@experthelp.com or call us on our support number ***-***-**** )

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