Support

Please take a look at the frequently asked questions below - if you don't find what you are looking for, please feel free to drop us a question at support@live-inbox.com or visit our community site at https://getsatisfaction.com/liveinbox

 

General

What is Live Inbox?

What does Live Inbox do?

What information does Live Inbox display?

Can I use Live Inbox inside my business or enterprise?

How much does Live Inbox cost?

Is there a free version of Live Inbox?

What is the Live Inbox Invite program?

I would like to see features X, Y, Z in Live Inbox.

How does the free trial work?

Do you offer any discounts?

How does Live Inbox's licensing policy work?

How do I roll out Live Inbox for my team?

How do I send my logs to the development team?

Cannot connect to server/proxy issues

Installation and compatibility

Do I need Administrator privileges on my computer in order to install Live Inbox?

Does Live Inbox work on 64 bit versions of Windows?

What are the system requirements for Live Inbox?

I don't see the Live Inbox sidebar in Outlook even after I have installed it. Help!

It still won't come back.

Can I use Live Inbox with other Outlook plugins?

How do I uninstall Live Inbox?

Do you support any other email clients besides Outlook?

Does Live Inbox work on Macs?

Do you support web mail like Gmail, Yahoo mail, AOL mail, or Hotmail?

Can I use Live Inbox with an IMAP server?

What is Cached Exchange Mode and why do I need it?

Common usage questions

Does Live Inbox support multiple Outlook profiles?

What information do you send to your servers from my computer?

Why do I see 'Cannot find profile for this user' in my Sidebar?

I was seeing matching profiles for social networks for some contacts when I using Xobni but don't see them now with Live Inbox. How come?

Can I resize the Live Inbox sidebar?

How do I manually change the height of the sections?

Can I combine multiple email addresses into one contact?

How can I add the picture of a contact?

What does the Emails Received graph represent in the statistics panel?

What are the ranks that are being displayed next to each contact? How are these determined?

Is there any way I can change/update ranks?

There are several important people in my contact list who are being shown as having low ranks. I don't think my wife will like being ranked #89th in my address book!

I receive mails from Steve Jobs every single day but he doesn't appear high in my list of contacts. Why is this?

What are extended contacts?

How do I know if I have the most current build of Live Inbox?

How does search work?

Can Live Inbox search deleted mails?

Does Live Inbox Search find text inside attachments?

Is Live Inbox spamming my contacts?

I am having problems with Live Inbox. How can I fix it?

What is the difference between Live Inbox search and Outlook's search?

Are there any settings that I can tweak to improve performance?

I've installed Live Inbox, and it has completed indexing, but not all of my emails are showing up in the Live Inbox panel. How can I fix this?

What does the Index Outlook Mail command do?

Why is Live Inbox for Outlook missing after installation?

Why is Outlook slow or freezing? Why is Live Inbox not loading?

My Live Inbox data files have been corrupted. How do I fix this?

Is performance affected by how often Outlook is restarted?

Does Live Inbox work with Antivirus software?

Does Live Inbox work with disk encryption software?

Why are my folders not in sync?

General

What is Live Inbox?

Live Inbox is a central information hub for all emails, contacts, attachments and information about the people you interact with. Within a single screen in Microsoft Outlook, Live Inbox indexes, profiles, ranks and organizes contacts, messages and attachments saving valuable time and effort.

What does Live Inbox do?

Live Inbox offers effortless organization, search, and navigation of your email. It creates an information profile for each person you interact with, and reveals historical information that is relevant to what you are working on. Live Inbox organizes your email data and makes it available through intuitive navigation and super-fast search.

What information does Live Inbox display?

Live Inbox displays contact information, conversations, attachments, links, related people, email usage statistics, and information from social networks such as LinkedIn, Facebook, Twitter, Google+ links (to access these information points, you need to explicitly authenticate yourself to the Live Inbox Social View in More options/Integrations from within Live Inbox). In addition we display photographs and current/past job titles

Can I use Live Inbox inside my business or enterprise?

Yes. Live Inbox can be used both inside and outside of enterprises. We will offer a version with additional enterprise features which you can read more about here.

How much does Live Inbox cost?

Live Inbox is available at a one-time fee of $39.95 per user. Volume discounts are available as are discounted prices for academic and non-profit organizations.

Is there a free version of Live Inbox?

You can try out a full-featured version of Live Inbox for free for thirty days. Once this period has elapsed, you can choose to either purchase the software for a small one-time fee or continue to use a lite version that is completely free. The free version offers you the social network integration capabilities (rich, socially-aware profiles for all your contacts) but doesn't include the search and contextual mails/attachments capabilities.

What is the Live Inbox Invite program?

We want more people to use Live Inbox. More people using our product translates to a better mature product. This is why we have the Live Inbox Invite program.

To run the Invite module, select Invite Others from the Live Inbox Menu in the Live Inbox Panel. The program will find all people who you know and use Outlook and present you with a list. For every person who accepts your invite, we give you and the other person 1 week of fully functional Live Inbox usage. Once a person signs up, we send you an email about the event. We have no ceiling on the number of people whom you invite or the number of weeks of fully functional Live Inbox usage we give out.

To prevent spam, the Live Inbox system will only invite the person once. Working days are the best time to invite other people.

I would like to see features X, Y, Z in Live Inbox

We too! We would love to build new things that makes life simpler to all our customers. Send in your feature request to support@live-inbox.com. And we will plan it out.

How does the free trial work?

We want you to know for certain that Live Inbox works for you before you buy. As such, Live Inbox can be installed on any computer and be used with full functionality for 15 days. After 15 days have elapsed, you can either purchase a license or uninstall the product. If Live Inbox provides you with something that you deem valuable during this time, we hope you'll buy!

Do you offer any discounts?

We offer discounts on three dimensions - Firstly, if you would like to purchase Live Inbox for your team or you company, you can avail of our volume discounts. Secondly, if you are an academic institution, we offer special pricing and finally, if you are a "do-gooder" - a charitable organization, NGO or general nice guy, contact us for special offer! Send all sales queries to sales@live-inbox.com

How does Live Inbox's licensing policy work?

Live Inbox is available as a free 15 day trial wherein you can install our solution and use it to determine if it fits your needs. The free trial is full-featured - there are no limits. The only limitation of the free trial is that it shows a pop-up indicating that you are running a free trial version of Live Inbox when you start Outlook - you can click on a button from this screen to purchase a license or apply one that you had already purchased previously. When you purchase a copy of Live Inbox, you (as a person) are authorized to run the application for the email address that is the primary mail account on that system and used by you. This is often referred to as a user license. We understand that many Live Inbox users may own multiple computers, so you can purchase a single license and use it across all of these systems where the primary mail account (in the event that you have multiple Outlook accounts) is the same as the original account that you used to purchase the license. Role based email addresses used by multiple knowledge workers/users may consider purchasing additional licenses.

Live Inbox is currently being sold for a One Time Fee for the version you downloaded. Please save the installables you downloaded. Those are yours to keep.

How do I roll out Live Inbox for my team?

Please send us a CSV/XLS file that contains names and email addresses of all your team members. And our backend team will issue you all fully functional Live Inbox licenses. In addition, you will have to specify who the administrator of these licences are. Issued licenses will be added to the administrators account. There is no cap on the count of people you specify.

How do I send my logs to the development team?

Live Inbox performance could vary due to many factors - hard disk free space, fragmentation, other plugins and for many other reasons. To inspect the reason, we need the Live Inbox logs from you. To generate the logs, download and extract Live Inbox Tools to a folder. Depending on if your Outlook is 32 or 64 bit, execute LiveInbox.Tools32.exe or LiveInbox.Tools64.exe. Select the MAINTENANCE tab, and select Generate reports. Once the report is generated, choose "Send Logs" from the MAINTENANCE tab.

Cannot connect to server/proxy issues

Live Inbox calls home to check for new updates. If you cannot reach the server due to a proxy PAC issue, ask your administrator to add https://sp1.live-inbox.com to the rules list.

Installation and compatibility

Do I need Administrator privileges on my computer in order to install Live Inbox?

Administrator privileges are not needed to install Live Inbox. However, we offer administrator installers for people who want to use Live Inbox on all user accounts in the machine. In this way, Live Inbox implements the principle of least privilege. Live Inbox cannot access parts of your system for which it has no permission

Does Live Inbox work on 64 bit versions of Windows?

Live Inbox works on both 32 and 64 bit versions of Windows. Please look at the system requirements of Live Inbox

What are the system requirements for Live Inbox?

Live Inbox currently runs on Microsoft Windows XP, Microsoft Vista, Windows 7, Windows 8.1 with Outlook 2003, 2007, 2010, 2013, 2016, Office 365 Desktop, Office Home Use Program (32/64bit). Live Inbox for Outlook works on all desktop windows versions from Windows XP to Windows 10. It also requires Microsoft's .Net Framework version 4. If you don't have Microsoft's .Net Framework on your computer, the installer will tell you about it. You can then install the framework and restart the installer.

Once you have installed Live Inbox and run Outlook for the first time, Live Inbox will ask you for a license. Select "Apply License" if you are registered or "Start Trial" to sign up. Once you are done signing up and confirming your account, choose "Apply License"

I don't see the Live Inbox sidebar in Outlook even after I have installed it. Help!

You can turn Live Inbox back on by clicking Tools >> Trust Center >> the Add-Ins panel on the left, then clicking the Go button at the bottom. This isn't supposed to happen.

Another reason could be that you are running Outlook in an elevated mode. To fix it, make sure that Outlook is not running as an administrator or any other user.

If Live Inbox threw an error message, please send us your logs

It still won't come back.

Check if Live Inbox is active by clicking on Manage Add-ins under the Options panel and enable it if it not active. Also check if you have hidden Live Inbox using Show/Hide Live Inbox in the ribbon

If it still doesn't work, send us the logs.

Can I use Live Inbox with other Outlook plugins?

Yes, Live Inbox should work seamlessly even if you have other plugins installed.

How do I uninstall Live Inbox?

Just go to the Control Panel, and you'll find Live Inbox in the list of programs installed on your computer (Add/Remove Programs, or Programs and Features, depending on your Windows version).

We're sorry to see you go. Please let us know what we could have done better.

Do you support any other email clients besides Outlook?

No. We are focused on improving your Outlook experience at this point in time. We don't have any plans to build versions for Thunderbird, Eudora or any other desktop or web-based email applications in the immediate future.

Does Live Inbox work on Macs?

Live Inbox does not support any native email applications running on the Mac platform, such as Entourage or Mac Outlook.

Do you support web mail like Gmail, Yahoo mail, AOL mail, or Hotmail?

No - we believe that problem/opportunity with fixing/improving Outlook is large enough on its own and we intend to focus our energies on that alone.

Can I use Live Inbox with an IMAP server?

Yes, but initially indexing email will be slower than with an Exchange server or a POP3 server, because Live Inbox has to download the email from your server in order to index it. Live Inbox performance will also be slower when using IMAP, since we have to communicate with the server more than usual. So you may see Live Inbox profiles take longer to load and switch between mails, etc. An additional issue with IMAP accounts revolves around mail count accuracy. The 'in/out' mail flow graphs in the Profile view will not accurately update when mail is deleted from Outlook when using an IMAP account. This is because IMAP accounts default to leaving deleted messages on the server. If this setting is changed, then this problem should go away.

What is Cached Exchange Mode and why do I need it?

Note: If you are not using an Exchange Server to send and receive mail, you can disregard this FAQ item. Cached Exchange Mode is a setting within Microsoft Outlook which affects the manner by which data is collected from a Microsoft Exchange Server. CEM allows you to work with mail from your Exchange account, even if your computer is not connected to an Exchange Server. The data is downloaded to a local "offline folder file" (referred to as an .OST), and Outlook maintains a synced copy of all the data in your Exchange mailbox in that location. If CEM is disabled, then this functionality is also disabled, and Outlook is forced to constantly communicate with the Exchange server every time mail is sent, received or accessed in any way. This causes Outlook to run much more slowly in most situations. Live Inbox does not create its own storage of email data, but indexes the data already in Outlook. If Outlook is constantly calling the server for data this will incite Live Inbox to constantly index, thus creating a greater draw on the network and CPU.

For this reason we highly recommend running in Cached Exchange Mode. To do so, follow these steps:

In Outlook 2007: Tools Menu -> Account Settings In the Account Settings Window make sure the 'Email' tab is selected, then double click the email account you want to change. In the next window there will be a check box with the words 'Use Cached Exchange Mode' next to it. Please select it.

In Outlook 2003: Tools Menu -> Email Accounts From there you can choose "View or change existing account", then select your Exchange account and then 'Change'. You should be able to see the check box for "Cached Exchange Mode", which you should turn on. You will need to restart Outlook for the change to take place.

In Outlook 2010 and above: Click the File tab. Click Account Settings, and then click Account Settings. On the E-mail tab, click the Exchange account, and then click Change. Under Microsoft Exchange server, select or clear the Use Cached Exchange Mode check box. Exit and then restart Microsoft Outlook.

When you are using Cached Exchange Mode, an e-mail message may remain in the Outbox for up to one minute until the next synchronization with the server that runs Exchange occurs. If you want to send the message immediately, do the following: On the Send/Receive tab, in the Send & Receive group, click Send All. There may be times when you are not able to change this setting. If the box appears greyed out, you may need to contact your System Administrator for assistance. It's possible that using Live Inbox for Enterprise would be the right solution for you. If the option for "Cached Exchange Mode" is not present at all, then you are not running an Exchange Mail account and this FAQ item is not relevant to your configuration. If Live Inbox is incorrectly detecting that your system is not using Cached Exchange Mode, please contact Technical Support.

Common usage questions

Does Live Inbox support multiple Outlook profiles?

Yes, Live Inbox would work with multiple Outlook profiles per user. Indexes of different profiles are isolated. You can search / browse on the current profile you are logged into.

If you purchase a Live Inbox license, you can use the same license on any number of computers where the email address used for the license purchase is the primary email account.

What information do you send to your servers from my computer?

Live Inbox does not send any information -email content, subject lines, or email account login and password information - to our servers. Period. The only time the Live Inbox client connects to our server is to check whether is an updated version available for you to install or to validate your license information. The only information that is actually sent from your system to our server pertain to the licenses for that particular user account. If you have enabled the Live Inbox Social View integration, we send the email and name of the person to be looked up in the server.

Why do I see 'Cannot find profile for this user' in my Sidebar?

If you have enabled the Social View integration, you will be prompted to authorize the same by logging into your Live Inbox account. After this is authorized, Live Inbox will attempt to pull social profiles into the Sidebar! However, there are some instances when no profile information will appear.

Here are some possible reasons why:

1. Social View could not find the person using the email address and name.

2. The person does not have their LinkedIn profile set to 'Public'. This is a setting that needs to be set in the person's profile settings.

3. You may be behind a proxy server or firewall. This is somewhat common in corporate environments. We have a solution for that situation, and will be including that in the next Live Inbox release.

I was seeing matching profiles for social networks for some contacts when I using Xobni but don't see them now with Live Inbox. How come?

By virtue of being a heavily-funded startup and its anchoring in the well-connected incubator, Y-Combinator, Xobni has relationships with social networks like LinkedIn which gives them access to private API calls such as being able to search for a profile by submitting an email address. This enables Xobni to get better results occassionally.

Can I resize the Live Inbox sidebar?

The Live Inbox sidebar can be resized within Outlook by dragging its leftmost edge horizontally (or the right most edge if you are using a hebrew version of Outlook) with your mouse. Please note that positional changes are not possible at this time due to limitations of the Add-in architecture. In addition, you can also resize the heights of each of the sub-panels by clicking on and dragging the panel borders up or down. This will enable you to use up as much or little desktop real estate for any of the panels that you deem important or not so. You can also collapse the entire Live Inbox sidepanel into a "collapsed state" where only a summary set of information is displayed as you navigate from mail to mail. You can expand/collapse the side bar at any time.

In Live Inbox versions > 2.7.3, you can specify the width of Live Inbox as a percentage of the Outlook width. This is helpful in HD displays.

How do I manually change the height of the sections?

You can click and drag the splitter element between the top and bottom sections to resize the heights.

Can I combine multiple email addresses into one contact?

No, Live Inbox treats every email address as a discrete independent entity and does not attempt to automatically or manually merge information even if a single contact has multiple addresses. The philosophy behind this decision is that each email address is essentially a "user persona" and merging these personas does more harm than good.

How can I add the picture of a contact?

If you have integrated social networks within Live Inbox and your contact has a matching profile on any of the social networks that you have added, a thumbnail photo from that network will be displayed.
If you would like to change the picture, click on the user's silhouette in the top-right, and in the profile page that pops up, click on the picture placeholder. From here, you can select an image from your system to associate with this user or in the event that you want to switch the social network from where the profile photo is being displayed, you can do this.

What does the Emails Received graph represent in the statistics panel?

Emails received is useful because it gives you an idea of when people write email. For example, Stevve only sends me email between 5 pm and 7 pm. If I send him one at 7 am, I'll know he is unlikely to respond until 5 pm at the earliest, as that's when he usually sends out mails.

What are the ranks that are being displayed next to each contact? How are these determined?

Live Inbox analyzes your email traffic to determine who your most important contacts are - it does this by analysing the number of times you send a mail to someone and allocates points to each interaction with appropriate weightages for various parameters like frequency, duration, amplitude etc and then uses this infomation to sort your contacts in order of the assigned points.

Is there any way I can change/update ranks?

No, this is a completely automatic process and there is no provision to tweak this manually.

There are several important people in my contact list who are being shown as having low ranks. I don't think my wife will like being ranked #89th in my address book!

We realize that you might not be sending too many emails to your wife or the chairman of your company who are definitely important people in your personal or professional lives and these people will show up as having a low rank in your list. The ranking system is simply based on your email traffic and patterns within your inbox and as such represents one prism of "implied importance".

I receive mails from Steve Jobs every single day but he doesn't appear high in my list of contacts. Why is this?

Our contacts philosophy is based on a simple premise - a person is not a contact unless you send a mail to him/her i.e. a person becomes your contact only if/when you have contacted her and not if she has sent you any number of mails. While this design decision might not pass muster in some rare scenarios, we have found that it is the best way to figure out relationship strength for valid contacts. It also eliminates wrongly classifying automated alert notifications, mailing lists and spam mail as contacts.

What are extended contacts?

When you see a contact's profile, you will see two tabs for contact networks. The first one includes a list of people who are contacts for both you and the contact. These people are on this list because both you and your contact have sent them mails at some point of time in the past. The second tab called extended network consists of a list of people that your contact has included in a mailing list but you yourself have never sent out mails to. This panel helps you find people who you might not know directly but are contacts of your direct contacts.

How do I know if I have the most current build of Live Inbox?

Live Inbox will automatically notify you of any new updates with you start Outlook. There are some releases that we do not notify. But we post them in the Live Inbox Notification Channels on Twitter, Facebook, LinkedIn and Google+. The links are in our contact page. To Know your version number, select About in the Live Inbox Menu/Ribbon in Outlook.

How does search work?

When you begin typing in the Search bar, our search feature identifies words that start with the letter you initially type, and refines the results as you continue typing. Multiple words can be typed which will show only results that contain that exact phrase. Our search results only display matches that begin the search query - so for instance, typing "ware" will return mails containing "warehouse" but not those containing "software".
You can also use our powerful "Unsearch" capability to filter down to a specific item in context of a mail that you are seeing. For example, you can filter down to all the emails that you have received from that contact in the last week that contain Word attachments.

Can Live Inbox search deleted mails?

Live Inbox keeps a copy of deleted mails for a short while primarily to allow you to access contents of mails that you might have accidently deleted. When you click on such mails in the Live Inbox panel, you will see a custom email message displaying the contents of the mail (please note that any attachments to deleted mails are not saved/shown in this manner).

Does Live Inbox Search find text inside attachments?

No, Live Inbox only indexes the text of emails. It does not index contents of attachments.

Is Live Inbox spamming my contacts?

No, Live Inbox never sends any mails on its own to any of your contacts

I am having problems with Live Inbox. How can I fix it?

Most common problems have already been addressed before Live Inbox was launched for production. If you still face any problem, run Live Inbox Tools from the start menu or run Live Inbox tools from "more options" menu in Live Inbox. Generate an Outlook Installation Report, select Open logs folder, compress all the files and send it over to support. Support is extremely fast in reverting back.

What is the difference between Live Inbox search and Outlook's search?

Live Inbox searches across all your mailboxes and present instant results to you. Live Inbox captures all people who sent and received mails from you and builds a rich searchable address book. Live Inbox has powerful one touch filters that can help you zero in to a particular mail.

Are there any settings that I can tweak to improve performance?

There are a few things you can do. Badly damaged PST/OST files can cause Live Inbox Indexing to run slow. Once in a while, you can run SCANPST (Found in the same folder where Outlook.exe is located) and scan/fix errors in your PST or OST files. In addition, you can run Live Inbox Tools and optimize your index.

I've installed Live Inbox, and it has completed indexing, but not all of my emails are showing up in the Live Inbox panel. How can I fix this?

When you first install Live Inbox, it creates an initial index of your most recent emails and contacts, but it is programmed to stop after a reasonable period of time so that you can start using it to manage your email. If you have large email archives, or if some of your email is located on an IMAP server, it may not be able to index all your data in that time period, so it then waits until you're not using your computer for a while to index the remaining data.
The easiest thing to do is just hit "Reindex Mails" in the Live Inbox tray and run out for lunch or a meeting -- when you come back, most of your information should be indexed. If you have really huge email archives, it might be worth it to leave your computer on overnight -- everything should be indexed by morning.
Live Inbox indexes folders that are marked for indexing. You can change this setting by going to Live Inbox menu and Choose "Folders To Index". Expand the folder tree and select the folders you wish to have indexed. Live Inbox does not index "Public" folders. Please keep in mind that any changes to the indexing folders do not occur until you run "Reindex Mails", or until the next automatic indexing completes (this typically happens once per day by default).
If these steps do not fix your problem, please send us a message describing what you did, and the results, and we will guide you out.

What does the Index Outlook Mail command do?

When you install Live Inbox, it creates an initial index of your most recent emails and contacts, but it is programmed to stop after a reasonable period of time so that you can start using it to manage your email. If you have large email archives, or if some of your email is located on an IMAP server, it may not be able to index all your data in that time period, so it then waits until you're not using your computer for a while to index the remaining data. Going to the Live Inbox menu item in Outlook, then choosing 'Index Outlook Mail' will start this process, and it will continue indexing until it finishes.

Live Inbox intentionally does not index the 'Junk Email' folder by default. You can change this by simply clicking on these folders in the Indexing tab to activate them. At this time, 'Public' folders and folders with 'Delegate Access' are not supported. If you are concerned that your mail counts are inaccurate, please ensure that you are not relying on these folders to calculate the correct number of mails in Live Inbox.
We have pre-releases where public folders and delegate folders are indexed. Please reach out to support@live-inbox.com

Why is Live Inbox for Outlook missing after installation?

There are a number of reasons why Live Inbox can disappear from Outlook. Let's cover a few common causes. Assuming that Live Inbox isn't having problems behind the scenes, you should be able to follow these steps to find Live Inbox again.


1. Outlook is running in a different privilege level/user and you have installed Live Inbox in a totally different level/user. For example If Outlook is running as an administrator (Best Practices suggest it should never) and Live Inbox is installed in a per user basis, Live Inbox would not load.


2. Live Inbox does not open in multiple Outlook windows. Only one instance of Live Inbox can run at a time. It's likely that the main Mail window has been closed or minimized while Live Inbox is running. There are two scenarios where this can happen:

If you have multiple Outlook windows running and quit Outlook. When you restart Outlook, Live Inbox may not reappear, even though it appears in the Trust Center. In this instance, please make sure all Outlook windows other than the Mail window are closed before quitting Outlook. When you relaunch, Live Inbox should re-appear.

If you minimize Outlook, and then restore it by launching from a shortcut (such as within your Start Menu > Microsoft Office menu) or a desktop icon. A second identical window will be opened, and Live Inbox will not appear. If you make sure to always maximize from the Task Bar, you will avoid this problem.


3. It's also possible that Live Inbox has been disabled. Go to the Live Inbox menu item/ribbon on the Outlook menu bar, Click on Show/Hide Live Inbox. If that doesn't work:

For Outlook 2003: Go to Tools -> Options -> Other -> Advanced Options -> Add-in Manager. Make sure there is a checkmark next to Live Inbox, if there isn't, check it.

For Outlook 2007: Go to Tools > Trust-Center > Add-ins and check if Live Inbox shows up in the "Disabled" section. If it does appear the disabled section, click the Go... button to go to the COM-addins screen, and enable Live Inbox.

For Outlook 2010 and above: Go to File > Options > Add-ins and check if Live Inbox shows up in the "Disabled" section. If it does appear the disabled section, click the Go... button to go to the COM-addins screen, and enable Live Inbox.

Live Inbox may be listed as a "hard disabled" add-in in Outlook, especially if you upgraded from a previous version of Outlook.

Why is Outlook slow or freezing? Why is Live Inbox not loading?

According to Microsoft, a common cause of crashing or hanging of Outlook is conflicts with other third-party add-ins. Although we have eliminated most conflicts in the production version of Live Inbox, there may still be add-ins that contribute to instability or prevent Outlook from closing.

Regardless if whether or not Live Inbox is installed, there can be a number of factors that affect Outlook's performance. Microsoft has some recommended "best practices", but most people are too busy to follow them. Some common things that can cause your Outlook performance to suffer are listed below:

- If your OST file is greater than 2 GB (approximate) or if your OST file contains greater than 5000 mail items per folder, or 20,000 mails in total. This can vary depending on your hard drive size and speed.

- If you have to "kill" an 'outlook.exe' process in the Task Manager, this can cause sluggish performance especially on the next launch of Outlook. The slowness is caused by Outlook repairing damaged files caused by the abrupt termination of the process. Alternatively, you can use scanpst to repair your Outlook mail data files. We have described this here

- If you're running Microsoft Office Communicator, this has been known to slow Outlook performance when scanning for 'presence' information. The same could be said for Windows Desktop Search, if it's indexing in the background.

- Many anti-virus applications that attempt to scan your email and Outlook data stores are known to cause negative performance problems. Adding Live Inbox to the mix in this case can certainly increase the chances of seeing poor performance, since both Live Inbox and the anti-virus software are both attempting to handle your mail data simultaneously.

- If you have many RSS feeds that are being delivered to Outlook. Typically these are delivered on a synchronized timetable. If there are a large number of feeds being delivered at the same time, Outlook can go unresponsive or potentially shutdown abruptly.

- Ensure that the latest service packs for Office are installed.

- In some cases, we have encountered Outlook PSTs configured in the OneDrive folder.. This could cause Live Inbox or Outlook to work slow.

My Live Inbox data files have been corrupted. How do I fix this?

In some rare cases the files where Live Inbox stores its indexes can become corrupted. To remedy this, run Live Inbox Tools and select Reset Index.
IMPORTANT: Any customizations you have made to Live Inbox user profiles will be lost when the data files are deleted. This includes custom user photos and merged email profiles.

Is performance affected by how often Outlook is restarted?

Most applications, to which Outlook is no exception, tend to slow down in proportion to the amount of time they have been running. This is usually the result of memory fragmentation and/or increased resource allocation. Periodically closing and restarting Outlook will alleviate this common type of performance problem. Restarting Outlook at least once a week should be sufficient.

Restarting the machine after windows updates have been applied is a good practice. In many support incidents, we have found not restarting the computer (after installing updates) was the main reason for the Live Inbox side bar not turning up.

Does Live Inbox work with Antivirus software?

Live Inbox should work with all major antivirus solutions, for example, Symantec, McAfee, AVG.
If you are still experiencing issues with Live Inbox and your anti-virus software, please help us learn more by contacting the Support Team for further assistance.

Does Live Inbox work with disk encryption software?

In most cases, the answer is yes. However, it depends on the particular encryption package and how it's configured. Most of these applications lock down the Windows Registry and other OS components, access to which is required by Live Inbox in order to install and run properly. If you're running a personal copy of a disk encryption software application, you may be able to adjust the settings to allow Live Inbox to function. In a corporate environment, you may need to seek assistance from your network administrators.

Some packages that have been known to cause issues with Live Inbox:
- Symantec Endpoint
- TrueCrypt
- McAfee Enterprise Vault
Please keep in mind that Live Inbox does not fully test 3rd party applications for compatibility. There may be other incompatible disk encryption applications not mentioned here.

Why are my folders not in sync?

Every object in the Exchange store has a unique identifier. Live Inbox uses that identifier to locate original resources. Some times this unique id changes if you change mailbox related things on the EWS server. If Live Inbox detects this change, you will be asked for a reindex. Note: Live Inbox will show the cached view of the message if it cannot locate the message in Outlook.