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Can't log into Windows Live Mail after malware removal

Discussion in 'Web & Email' started by spev, Feb 15, 2018.

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  1. spev

    spev Thread Starter

    Joined:
    Feb 15, 2018
    Messages:
    2
    My Sophos antivirus system detected some malware on my laptop (Dell running Windows 7) and immediately quarantined it. I then deleted/"cleaned up" the three items it had identified (TROJ/VB-GYS virus, BitCoinMiner adware, and Infinity Toolkit), after which it shows all clear/clean. However, when I then tried to open my Windows Live Mail, I got the error message below. When I try to open the same account on my smart phone (Sony Xperia Z), I get a somewhat different, simpler error message; "the username or password is incorrect", and asks if I want to update them. However, both username and password are the same as before (at least, I didn't change them). Meanwhile, everything else seems to be running normally on my laptop - gmail and yahoo email both fine, no loss of speed, other unusual signs at all.

    Can anyone please help me figure this out and fix it? Could my anti-virus software be somehow suddenly interfering with Windows Live? This is my main work/business account, so pretty urgent to get back up & running..

    Thanks!

    Error message from Windows Live Mail:

    Unable to send or receive messages for the xxx (I have removed the actual name) account. Header download for the 'Inbox' folder did not complete. The operation was cancelled by the user.

    Server Response: AUTHENTICATIONFAILED] Authentication failed.
    Server: 'server128.web-hosting.com'
    Windows Live Mail Error ID: 0x800CCC0F
    Protocol: IMAP
    Port: 143
    Secure(SSL): No
     
  2. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    64,628
    First Name:
    Wayne
    two different devices having issue with access the email account , implies its likely to be the email account itself.

    However, that error codes reported on the PC is often due to an antivirus scanner blocking the connection.

    What is the email used on the windows live mail - post back just the bit after the @ NOT the full email address

    can you goto a browser and loginto the email online OK
    At least prove that the credentials - username and password are correct and work on webmail

    do you have IT support for the business email ?

    do a tcp/ip reset
    also are you sure you have cleaned all the malware - try using malwarebytes

    Lets try doing a tcp/ip reset and see if that resolves your issue

    TCP/IP stack repair options for use with Vista, Windows 7, Windows 8/8.1 and Windows 10


    For Windows 8 or Windows 10
    To open a Cmd Prompt or an Administrator Cmd prompt from the Desktop.
    Use Windows + X Keys together and choose Command Prompt (Admin) or Windows PowerShell (Admin) from the list.
    Or Right click on the windows icon - bottom left hand side - A menu appears - choose Command Prompt (Admin) or Windows PowerShell (Admin)

    For windows Vista or Windows 7
    Hold the Windows key and press R
    Now type CMD
    Now press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):​
    In the command prompt window that opens, type the following commands:

    Note: Type only the text in bold and red for the following commands.

    If you used Windows PowerShell (Admin)
    type CMD.EXE

    • Reset WINSOCK entries to installation defaults: netsh winsock reset catalog and press enter
    • Reset IPv4 TCP/IP stack to installation defaults. netsh int ipv4 reset reset.log and press enter
    • Reset IPv6 TCP/IP stack to installation defaults. netsh int ipv6 reset reset.log and press enter
    ReStart (reboot) the machine.

    If you receive the message
    The requested operation requires elevation.
    Then please open the command prompt as administrator - as requested above
    Start> Programs> Accessories> and right click on Command Prompt, select "Run as Administrator" to open a command prompt box
    (A new dialogue box - black with white font, will appear on screen )​
    Please note and post back - if you receive the following message :-
    Resetting , failed. - This error will occur with windows 10 , so ignore.
    Access is denied. - This error will occur with windows 8 and windows 10 , so ignore.
    But running TCP/IP reset still can resolve issues , even with the above errors.

    please post back the results in a reply here - its important we know that these commands have worked correctly and not produced any errors
    right click in the command prompt box
    select all
    enter
    control key + C key - to copy
    then reply here and
    control key + V to paste​

    Details also here
    http://support.microsoft.com/kb/299357
    also the link has a Microsoft download Fix it , which will do the above for you

    ------------------------------------------------------------------------
     
  3. spev

    spev Thread Starter

    Joined:
    Feb 15, 2018
    Messages:
    2
    Dear Wayne,

    Thank you very much for your extremely prompt and comprehensive reply. As a first time user of this site, I have to say all the positive reviews I've read seem fully justified.

    I'm glad to report the issue has been fully resolved - you were right in your initial assessment that it was likely to be an issue with the email server as two separate devices were unable to log on. However, there's a twist in the tale - it turns out that my friend who is hosting my email on his server happened to be renewing his payment at precisely the same moment/hour when I was cleaning up my malware. Pure, crazy coincidence! This morning when I tried to log into my email, there was no problem at all, straight in... And then I get a message from my friend saying he just renewed his payment, sorry if I had any issues yesterday..!

    So I do not intend to take any further action. Again, my sincere thanks for all your suggestions, which were very clear indeed, in case I ever have similar problems again that aren't caused by improbable coincidence!

    Cheers
     
  4. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    64,628
    First Name:
    Wayne
    you are welcome
     
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