Attachment are are PDF when they used to be MS Word

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xaghra
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Attachment are are PDF when they used to be MS Word

Postby xaghra » Sat May 20, 2017 3:38 pm

When I am receiving an email inredimail the attachment has a box and within is an e and pdf which I cannot open can you advise me what has gone wrong please

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Re: Attachment are are PDF when they used to be MS Word

Postby IncrediModerator » Sun May 21, 2017 11:09 am

Such unusual issues can often be solved by deleting the IncrediMail "Runtime" folder.

To delete the Runtime folder, please run the following executable:
http://www2l.incredimail.com/contents/s ... el_run.exe

When done, open IncrediMail and check the results.

If the problem continues, I would like you to reconfigure your email account using the "Email Setup Wizard":

1. In the main IncrediMail window, click on "Tools" and select "Email Accounts".

2. Choose your account, click on "Remove". To reconfigure the account, click on "Add".

3. In the Account Wizard window, choose "Let me configure settings myself", and click on "Next".

4. Please choose your email service provider. If it is not listed, click on "Other".

5. Follow the instructions to setup your account.

Note: Make sure the password you have entered is identical to the one your mail provider has given you.

If the problem still continues, I would like you to open a new identity in IncrediMail and see if you still encounter the same problem.
 
To create a new identity, please click on Tools > Identities > New Identity.
 
Set up your identity, and check to see if problem continues to occur in the new identity.

Please note that I would like you to configure the same email address in your new identity, there is no need to create a new email address. While the identity name should be different, the email address should be exactly the same.

As everything is being done in the new identity, none of the data and settings in your original identity should be affected.

To switch back to your original identity, simply click on Tools > Switch Identity, select the appropriate identity, and click on OK.

Please let me know the results.
Best regards,

IncrediModerator
IncrediMail Customer Support

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xaghra
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Joined: Sat Sep 07, 2013 6:20 pm

Re: Attachment are are PDF when they used to be MS Word

Postby xaghra » Fri Jun 02, 2017 5:14 pm

Thanks it did what you said.Unfortunately I lost all my contacts and my back up will not open to retrieve them.The error message states The file 2017-05=31 incredimail backup cannot be opened because there are problems with the contents .Also I can now only receive but not send messages

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Re: Attachment are are PDF when they used to be MS Word

Postby IncrediModerator » Sun Jun 04, 2017 11:20 am

Firstly, to import the contacts into the new identity, please do the following:

1. In File Explorer, browse to the following location:
C:\Users\YOURUSER\AppData\Local\IM

Note: YOURUSER refers to your actual Windows user.

2. Copy the "Identities" folder to your Desktop.
 
3. Open IncrediMail, click on File > Import and Export > Import Contacts.

4. In the pop-up window, select "IncrediMail Address Book" and click on Next.

5. Click "Select Folder" and browse to the "Identities" folder located on your Desktop. Click on Next.

6. When complete, click on Finish.

Secondly, regarding the sending of messages, I would like you to test your email account settings in Mozilla Thunderbird as instructed at http://support.incredimail.com/entries/ ... ail-client, and see if you are indeed able to send/receive messages from that email account.

Note: By accessing your mailbox via webmail, you are bypassing all security restrictions on your account, and thus does not help us in troubleshooting the problem.

Please let me know the results.
Best regards,

IncrediModerator
IncrediMail Customer Support

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Re: Attachment are are PDF when they used to be MS Word

Postby IncrediModerator » Sun Jun 04, 2017 11:20 am

To download Mozilla Thunderbird, please go to:
https://www.mozilla.org/en-US/thunderbird/
Best regards,

IncrediModerator
IncrediMail Customer Support

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