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 the facebook/twitter pages.

last updated on 5th August 2017

 

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?

How does Live Inbox's licensing policy work?

My trial is complete, can you extend my trial?

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?

I just cannot install Live Inbox. I get a message "Could not finalize the installation"

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!

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?

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 a newsletter/person 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?

Not all my mails can be found or searched. 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. This comes with free updates and service for 6 months

Is there a free version of Live Inbox?

You can try out a full-featured version of Live Inbox for free for 15 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.

You could also evaluate the Live Inbox Invite program below

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. The only thing we request is please do not invite yourself.

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 have an option to purchase a license.

If Live Inbox provides you with something that you deem valuable during this time, we hope you'll buy!

How does Live Inbox's licensing policy work?

Live Inbox is available as a free 15 day "no risk" 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. (You need to apply your license by signing in to your newly created account from within Live Inbox.)

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 on 2 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.

My trial is complete, can you extend my trial?

We have an invite program. For every 1 trial user that you bring into the system, we give you 1 week of Live Inbox Paid (...and that special thank you for this noble act). We hope you can get more people into the Live Inbox platform.

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 must 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, inconsistent PST/OST, fragmentation, other plugins and for many other reasons. To inspect the reason, we need the Live Inbox logs from you.

To generate the logs, run Live Inbox Tools from the Windows Start Menu. Select the maintenance tab, and select generate reports.

Once the report is generated, choose "Send Logs" from the maintenance tab.

If you are not able to find Live Inbox Tools, 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.

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

I just cannot install Live Inbox. I get a message "Could not finalize the installation"

Most of the times - this is because of an Anti Virus/Similar program which is blocking the Live Inbox Installer's ability to register Live Inbox. You could disable the Anti Virus and enable it after the installation is complete. If this still does not work, send us the logs and we will advice you on what's to be done next.

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 to register. Choose sign-in if you already have a Live Inbox Account

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

One reason could be that you are running Outlook in an elevated (run as administrator) mode. To fix it, make sure that Outlook is not running as an administrator or any other user. And install Live Inbox as the same user as Outlook. If this is not the case, a reinstall should work.

If things still don't work, please send us your logs and write us a small note

Can I use Live Inbox with other Outlook plugins?

Yes, Live Inbox should work well even if you have other plugins installed. But there are some plugins which can cause issues and bring Live Inbox down.

The best way to find out is to run Live Inbox Tools, disable other plugins and see if Live Inbox is working just fine. Please write to us if you know of a plugin that is not playing well.

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 must download the email from your server in order to index it. Live Inbox performance will also be slower when using IMAP, since we must 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.

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.

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

The core Live Inbox does not send any information - contents of the email, subject lines, or Outlook 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 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 to the Live Inbox server. We need this info to serve to you the profile of the person.

All requests are sent over SSL. Live Inbox passwords are transported after salting. Your password does not leave your machine.

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, Social View will attempt to pull social profiles. 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. 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.

If you really need more accurate social profile results that we source from other partners, please reach us.

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 had 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 occasionally.

If you really need more accurate social profile results that we source from other partners, please reach us.

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. 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 side panel 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, Steve 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 analyses 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 information 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 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 a newsletter/person 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 the person and not if the person 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 message 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+. 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?

You should send us the logs. And mention a brief description of the problem. Live Inbox 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.

1. Damaged PST/OST files can cause Live Inbox Indexing to run slow and in rare cases lock up. 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.

2. Keep your PST files and mail folders in your hard disk. Live Inbox indexes your mails which are located in a mail store. Accessing these mail objects in the mail store (PST's or OST's) will cause disk to be read. The faster the read speeds, the faster Live Inbox will index. Modern day hard disks do speeds, but if you are using a network hard disk (or a share), make sure that the network speed is not the bottleneck!

3. Make sure that your mails are not in a One Drive/Dropbox share. This can make Live Inbox super slow

4. Use Cached Exchange Mode (Exchange only). Cached Exchange Mode, stores your mails offline and in your hard disk. This helps Live Inbox read your mails faster than it would if you read then through the network. Just make sure that "Mails to keep offline" is set to "All" (Live Inbox will not be able to index the mails that are not downloaded").

5. Avoid Online Public Folders. Public folders are a feature of Microsoft Exchange that are used to share information with others within your organization. While Live Inbox will allow you to index and search mails on a Public Folder (through settings), it's recommended you keep public folders offline.

6. Avoid Online In-place Archives. In-place Archiving allows users to store messages in an archive mailbox. Eliminating the need for local message stores. In this environment, Mail messages when accessed through Live Inbox cause a network activity - which could be slow and as a result, Live Inbox indexing speeds drop down.

7. Other outlook plugins could slow down Live Inbox operations. You could use Live Inbox Tools to disable other plugins and see if Live Inbox is performing well. Later on, you can restore the disabled plugins using the same Live Inbox Tools.

Not all my mails can be found or searched. How can I fix this?

Common reasons why this happens could be

1. Live Inbox is still indexing mails. You might need to see of the circular arrow in the Live Inbox tray is rotating.

2. You are using IMAP/Exchange and "Mails to keep offline" in the Outlook Account setting is not set to "All". Once you correct this, Live Inbox will automatically index mails as they get downloaded.

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?

This will scan through the folders that you have selected, find new mails and index all of them. Normally, this is done automatically. But in some conditions, you may want to use this option to keep the Live Inbox index up-to-date.

This command is executed by pressing the circular round arrow (in the Live Inbox tray area) and it could take some time. And it depends on how many mails are in the folders.

Sometimes the indexing could appear stuck (with a white progress bar and a status set to Queued). It's not.. It's gathering the list of messages that is not in your index. Let it complete.

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 (Probably in different monitors/desktops). Only one instance of Live Inbox can be shown at a time.

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 hidden by you. Go to the Live Inbox menu item/ribbon on the Outlook menu bar, Click on Show/Hide Live Inbox.

4. Live Inbox may be listed as a "hard disabled" add-in in Outlook, especially if you upgraded from a previous version of Outlook. Or changed the Outlook bitness (like 32 bit to 64 bit or vice versa). A reinstall of Live Inbox normally helps.

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.

1. 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. You may have to use SCANPST to repair your Outlook mail data files.

2. 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.

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

4. Please also consider reading the section - Are there any settings that I can tweak to improve performance?

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.