Problems with Windows Live Mail & BG

Posted 10/17/2012 8:44 AM
#94556
User avatar

legrant Valued member

Date Joined Nov 2016
Total Posts: 10
Had an issue with at least six different customers over the last two months.

They all use Windows Live Mail on Windows 7 and for reasons unknown, they'll suddenly be unable to send or receive mail. The odd thing is that there is no error message - it's as if the program doesn't even try to connect - the send/receive doesn't do anything.

The 'fix' seems to be to uninstall BG and then re-install. Simply disabling BG doesn't work.

I can understand this could be an occasional glitch, but I've had two calls from two different customers today with exactly the same issue.

One customer yesterday I upgraded to Live Mail 2012 and BG13 and the machine played ball; until this morning where it's doing the same thing again...

Just wondered if anyone else is coming across this one.
Posted 10/17/2012 10:09 AM
#94558
User avatar

Dickens Advanced member

Date Joined Nov 2016
Total Posts: 261
Hello legrant,

Yes this is a bit of a mystery - I have had no problems with Windows Live Mail and BG13.

Sorry I can't be of more help but you need a prompt answer so I would suggest you contact BullGuard Technical Support either by Live Chat or E-mail.
Posted 10/17/2012 2:09 PM
#94559
User avatar

NorthPole Advanced member

Date Joined Nov 2016
Total Posts: 144
I have found that Windows Live Mail (I admit to using an old version from 2009, but I don't like the interface of the later versions) will now and again mysteriously report it has 'stopped working'. This happens whether or not the BullGuard IS 13 spam-checker is enabled, so I can't be even sure the problem is BullGuard-related. OS is Windows 7 x64 Home Premium.
Posted 10/18/2012 8:29 AM
#94560
User avatar

legrant Valued member

Date Joined Nov 2016
Total Posts: 10
Had a live chat yesterday and Iulia from tech suggested this:

11:11 Iulia Burlacu: In case the problem reappears at some point, I will kindly recommend you not to uninstall BullGuard but to perform the following test:
11:11 Iulia Burlacu: 1) Please open the installed BullGuard application by double clicking it's icon on your desktop or from the taskbar, near the Windows clock.
2) From the initial BullGuard welcome window, please click the "Settings" button.
3) Please click the "Real Time Antivirus" from the left side, then select to turn it OFF and click on the "Save" button. Check if the issue still persists.
4) If it does, please re-enable the Antivirus protection and then click the "Firewall" entry from the left side.
5) Please select to turn OFF your firewall protection and click on the "Save" button. Check if the issue persists. If it does, please re-enable the Firewall module.
6) Click the Spamfilter entry from the left side, select to turn it OFF and click on the "Save" button. If the issue persists, please re-enable it.

This cludge worked until the customer rebooted last night and I now have very angry customer on the phone again...
Posted 10/18/2012 9:25 AM
#94561
User avatar

Dickens Advanced member

Date Joined Nov 2016
Total Posts: 261
Sorry to hear that didn't work for your customer - keep persisting with Technical Support!

It may be worth uninstalling BG13 and replacing it with BullGuard Internet Security V12 (when prompted to saving settings, DON'T) to see if the problem still occurs.
Posted 10/18/2012 9:52 AM
#94562
User avatar

legrant Valued member

Date Joined Nov 2016
Total Posts: 10
Sent a new logs to Bullguard this AM

Have removed Bullguard from client's system and installed Microsoft Security Essentials to allow them to keep working.

Just received a call from another client - same issue :-(
Posted 10/18/2012 6:57 PM
#94563
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
Hello!

Please try this workaround:

1. Right click on the Windows Live Mail shortcut.
2. Select "Properties".
3. Go to the compatibility tab , and from there, choose "Show settings for all users"
4. Whilst in the new opened window, check "Run this program in compatibility mode for: ", then select from the dropdown list Windows XP (Service Pack 3).
5. In the lower section of the "Compatibility" window, check "Run this program as an administrator".
6. Press "Apply", and then "OK".
7. Reboot your PC.
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
Posted 12/6/2012 6:19 AM
#94807
User avatar

Harr088 Member

Date Joined Nov 2016
Total Posts: 2
Hey guys, has anyone actually got a definitive solution to this problem the bullguard work around that has been posted above does NOT work on my clients pc I have in the workshop at present.
Posted 12/6/2012 11:00 AM
#94808
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
Hi Harr088,

The issue should have been fixed.
Make sure that you are using Internet Security 2013 with the latest updates.

/Cheers
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
Posted 7/17/2014 12:01 AM
#97381
User avatar

Harr088 Member

Date Joined Nov 2016
Total Posts: 2
Hey guys,

I am still seeing this pop up with the new version of Bullguard and the lastest windows live mail. If i exit bullguard it works perfectly fine, if i leave bullguard running i just cannot get the send/receive dialog to work at all. I have been a reseller of this product for over 3 years now and this problem has been cropping up at random for quite some time.
Posted 7/17/2014 11:36 AM
#97386
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
Welcome back Harr088!

Can you please contact our Support Team in order to provide us with several logs in order to identify and correct the error?

Thank you!
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
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