The original version of this page can be found at : http://forum.bullguard.com/forum/11/Lost-tool-bar-in-Windows-Live-_93345.html
Posted By : shanta4 - 2/18/2012 12:37 AM
I have a bit of a strange problem. Since I have upgraded to Bulldog Anti-virus 12 each time I open Windows Live Mail after starting up the computer I am missing the top tool bar i.e. where the Home/Folders/View/Account tabs are. I close the programme down and reopen immediately and they are there. Sometimes I also have the Spam, Not Spam etc buttons on the top right hand side but mostly these do not appear!!
This has all happened since the upgrade. I have tried disabling Bullguard before opening WLM but it made no difference. I have been into Uninstall/Change programmes and done a repair to WLM. This seemed to work initially but then it all reverted back again.
Can anyone suggest anything else I can try as it is a bit of a nuisance to have to open then close and open again before I can use WLM?

Posted By : Dickens - 2/18/2012 12:13 PM
Hello shanta4,

You are not alone in experiencing the problem of the missing Windows Live Mail toolbar. I also have the issue but I had not connected it with BG Antivirus 12.

It only happens ocassionally but when I open WLM the whole toolbar is sometimes replaced with a black bar. Reopening WLM clears the problem.

The issue not just confined to my desktop - a laptop on the same home network also sometimes opens without the WLM toolbar.

This may be a Windows 7/ Windows LIve Mail issue and not connected with BG.

I have just opened WLM - the toolbar is missing again! Screenshot attached to this post.

Post Edited (Dickens) : 18-02-2012 09:37:27 GMT


Posted By : shanta4 - 2/18/2012 7:38 PM
Exactly the same as my screen. If you find out a cause and remedy please let me know!!

Posted By : Dickens - 2/18/2012 11:33 PM
I certainly shall - meanwhile I have posted our issue on another forum and will let you know if I get any responses.

Posted By : shanta4 - 2/19/2012 12:27 AM
On the WLM Forum I was advised to update my version which I did but made no difference.

Posted By : Dickens - 2/19/2012 3:12 AM
The response you got wasn't much help!

I did a bit of Googling and found one interesting article: http://support.microsoft.com/kb/2505524. It appears that update KB2454826 (January 2011) has caused problems with opening Windows Live Mail; however....I checked the desktop and the laptop - they are both new computers and KB2454826 has never been installed in either of them.

I would be surprised if the issue was anything to do with BullGuard but maybe we shall get more responses later.

Meanwhile it is worth looking to see if you have installed KB2454826 which was supposed to improve Windows 7 graphics.

:-)

Posted By : shanta4 - 2/20/2012 12:54 AM
Thank you for your continued support. I have checked but I cannot find that KB2454826 has been installed so that wouldn't appear to be the problem. On the Windows forum I was asked to reinstall Windows LIve Essentials but this has also not made any difference!!
If I find out anything or, heavens above, a solution I will let you know.

Posted By : Robert Mateescu - 2/20/2012 11:38 AM
HI there,

Try this:

1. Right click on the Windows Live Mail shortcut.
2. Select Properties, and then the "Shortcut" tab.
3. Copy the file location from the "Start in" field.
4. Go to Start (lower left side of your desktop) ,paste the location and press enter.
5. Locate the Windows Live mail executable (wlmail.exe).
6. Right click on it, and select properties.
7. Go to the compatibility tab , and from there, choose "Show settings for all users"
8. whilst in the new opened window, check "Run this program in compatibility mode for: ", the select from the dropdown list Windows XP (Service Pack 2).
9. In the lower section of the "Compatibility" window, check "Run this program as an administrator".
10. Press "Apply", and then "OK".
11. Reboot your PC.

Cheers!


Robert Mateescu
Support Technician EN
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security 12

You have a BullGuard related problem? Contact our Support team directly: www.bullguard.com/support.aspx!


Posted By : shanta4 - 2/20/2012 7:23 PM
Started to do as suggested but nothing showing in the "start in " field. Tried to locate file other ways but no luck. See you say to select Windows XP but as I am on Windows 7 is this right?

Posted By : shanta4 - 2/20/2012 8:05 PM
Dickens said...
The response you got wasn't much help!

I did a bit of Googling and found one interesting article: http://support.microsoft.com/kb/2505524. It appears that update KB2454826 (January 2011) has caused problems with opening Windows Live Mail; however....I checked the desktop and the laptop - they are both new computers and KB2454826 has never been installed in either of them.

I would be surprised if the issue was anything to do with BullGuard but maybe we shall get more responses later.

Meanwhile it is worth looking to see if you have installed KB2454826 which was supposed to improve Windows 7 graphics.

:-)


This is a response from the WLM forum


I haven't seen your screenshot, but Bullguard is known not always to play nicely with WLMail. I thought the latest problems had been sorted out with the introduction of BG12, but I would still be wary of any application that tries to insinuate itself into WLMail's interface. You could easily test this by uninstalling Bullguard, using the manufacturer's utility if there is one, rebooting and seeing whether you still have the problem in WLMail.
Haven't tried this yet but thought I would pass on the info.

Posted By : Dickens - 2/21/2012 12:23 PM
Thanks, shanta4,

Very interesting!

Was that a response to your question? I have received a response to mine asking for a screenshot, which I have just sent. My question is under the heading, Windows Live Mail Home Toolbar Missing on Startup.

I, too tried Robert's fix but like you was not successful.

Post Edited (Dickens) : 21-02-2012 11:28:18 GMT


Posted By : shanta4 - 2/21/2012 5:58 PM
Dickens said...
Thanks, shanta4,

Very interesting!

Was that a response to your question? I have received a response to mine asking for a screenshot, which I have just sent. My question is under the heading, Windows Live Mail Home Toolbar Missing on Startup.

I, too tried Robert's fix but like you was not successful.


If they get enough complaints about the same missing tool bar perhaps they could come up with a solution. I am sure it is to do with Bullguard as this started after I upgraded to BG12.
Going to uninstall and try without BG. Then reinstall it again to prove a point.
Will let you know.

Posted By : Andreea-Luciana Ostache - 2/22/2012 10:24 AM
Basically, you need to find wlmail.exe (it's the executable that starts Windows Live Mail and you need to find the executable itself, not the shortcut), right-click on it and select Properties.

In that window:
1. Go to the compatibility tab , and from there, choose "Show settings for all users"
2. In the new window, check "Run this program in compatibility mode for: ", the select from the dropdown list Windows XP (Service Pack 2).
3. In the lower section of the "Compatibility" window, check "Run this program as an administrator".

This is necessary for all users who experience the issue. All other users should keep the default settings.

As always, this is a workaround, not the solution.


Andreea-Luciana Ostache
Senior Support Technician EN
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security 12

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!


Posted By : shanta4 - 2/22/2012 6:35 PM
Thanks for that.
At the moment I have uninstalled BG including settings and reinstalled it and after four log offs and restarts the tool bar has been there so I am hoping that is it!!
I will keep a note of your suggestion and try that if it goes again.

Posted By : Dickens - 2/22/2012 7:31 PM
Not so good with me - I unistalled BullGuard + settings then re-installed.

The Home Toolbar was blacked out at the first log-in.

Posted By : shanta4 - 2/22/2012 7:45 PM
Oh, bother!!
So far I am still ok.
Have a try at what has been suggested to me above and see if that does anything. I couldn't find the windows live exe file but you may be more clever than I am!!
Good luck.

Posted By : Dickens - 2/22/2012 7:59 PM
On my desktop, typing wlmail.exe in 'Search programs and files' produced only 'wmail'. But I could do the workaround with that.

However, each time you try to access Windows Live Mail you will have to respond an Aministrator prompt so you are almost back to square 1.

Amazingly, I have just again typed 'wlmail.exe into 'Search programs and files' and the exe is added to wmail.

So I got two separate results on one desktop!

Posted By : shanta4 - 2/23/2012 12:23 AM
You got further than I did as all that happened with me was WLM opening.

Posted By : Dickens - 2/23/2012 12:57 AM
Click on Start button then type 'wlmail.exe' in the 'Search programs and files' box.
Right click on 'wlmail.exe or 'wlmail' (whatever shows up in the programs list).
Then click 'Properties' at the bottom of the drop-down list then carry on with Andreea's instructions as above.


If you do use the workaround you will of course get an Administrator prompt each time you open Windows Live Mail so it's not really satisfactory.

I am going to try one more thing - I am going to disable BullGuard AV, switch on Windows Firewall and see what happens for a day.

I am now certain that I was wrong when I said that the problem was on both of my computers - the desktop is working OK; it is the laptop that has the problem.

Posted By : shanta4 - 2/23/2012 1:31 AM
I had done all that but still the programme opened. Tried to find file through Windows Explorer but no joy. I am still ok at the moment so am hoping my problem is cured.
I had also tried disabling BG but made no difference.
I hope you get a bit more luck.

Posted By : Andreea-Luciana Ostache - 2/23/2012 2:36 PM
Are you prompted for an administrator password by Windows (grayed out screen and/or notification) or by Windows Live Mail?
In case the first is valid, try to disable the User Account Control and let me know if you are still prompted for the password.

This is not a general issue, which is why solving it takes a little longer, but any and all information will get us there faster. I am looking forward to your reply Dickens.


Andreea-Luciana Ostache
Senior Support Technician EN
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security 12

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!


Posted By : Dickens - 2/23/2012 3:07 PM
I get the grayed out screen and notification.

If I disable User Account Control I do not get the prompt on opening Windows Live Mail.

Later today I am planning to run the affected laptop with BullGuard Realtime Antivirus and Firewall disabled. I shall switch on Windows Firewall to be safe.

If the issue remains I guess we have to assume it is a problem relating to Windows 7 or to the laptop itself.

I have previously re-installed BullGuard and Windows Live Mail on the laptop.

Posted By : shanta4 - 2/23/2012 7:33 PM
It appears that my problem was definitely BG. This programme had also been affecting Photoshop that I use a lot. After the upgrade to BG12 I have not had any more bother with PS. As you have exactly the same problem I would have thought BG was also the rogue.

Posted By : Dickens - 2/23/2012 8:12 PM
Hi Andreea-Luciana,

I turned off BullGuard Real Time Antvirus Protection and unchecked 'Continue to apply firewall rules when BullGuard is closed.'

Switched on Windows Firewall.

Re-started computer.

Logged on to Windows LIve Mail OK 3 times; then black bar appeared again at 4th logon.

Post Edited (Dickens) : 23-02-2012 17:24:30 GMT


Posted By : Andreea-Luciana Ostache - 2/24/2012 8:12 PM
Try to re-install .net framework 3.5 and 4. Re-install Visual C++ (2008+2010) Redistributable SP1 for your system type (32-bit or 64-bit) then go to Microsoft Update and get all Windows Updates.

.net framework 3.5 www.microsoft.com/download/en/details.aspx?id=22
.net framework 4 www.microsoft.com/download/en/details.aspx?id=17851

Visual C++ 2008 Redistributable SP1 32-bit www.microsoft.com/download/en/details.aspx?id=5582
Visual C++ 2008 Redistributable SP1 64-bit www.microsoft.com/download/en/details.aspx?id=2092

Visual C++ 2010 Redistributable SP1 32-bit www.microsoft.com/download/en/details.aspx?id=5555
Visual C++ 2010 Redistributable SP1 64-bit www.microsoft.com/download/en/details.aspx?id=13523


Andreea-Luciana Ostache
Senior Support Technician EN
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security 12

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!


Posted By : Dickens - 2/24/2012 10:00 PM
Thanks Adreea-Luciana,

I have re-installed .net framework 4 and Visual c++ (2010).

The issue still appears; however as it happens to only about one in four logons to Windows Live Mail I think I may have to give up and live with it!

Regards.

Posted By : Dickens - 2/25/2012 12:15 PM
I have re-installed .net framework 4 and Visual C++ as suggested.

The black bar still appears - however as the issue only affects about 1 in 4 logons to Windows Live Mail I am tempted to live with it!

Maybe some time a solution will be found.

Thanks.

Posted By : Andreea-Luciana Ostache - 2/25/2012 6:01 PM
Please read this post:
answers.microsoft.com/en-us/windows/forum/windows_7-networking/black-border-in-windows-live-mail-2011/fa53e1b1-477b-e011-9b4b-68b599b31bf5

Let us know if this helps solve the issue.


Andreea-Luciana Ostache
Senior Support Technician EN
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security 12

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!


Posted By : Dickens - 2/25/2012 7:36 PM
Hello Andreea- Luciana,

Thank you for that very interesting link. I have not got KB254826, the laptop does have Windows 7 SP1 but the graphics driver is an AMD Radeon HD6480G.

My problem may be similar to the one on that link and I shall investigate as to whether an update is available for the AMD Radeon graphics driver.

I have posted the issue on Windows LIve Solution Centre - one of the moderators is looking at the Windows Live Mail log.

Regards.

Posted By : Andreea-Luciana Ostache - 3/2/2012 9:24 AM
Did Microsoft post an answer to your inquiry?


Andreea-Luciana Ostache
Senior Support Technician EN
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security 12

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!


Posted By : Dickens - 3/2/2012 11:50 AM
The latest from Microsoft (29 February) is that the issue has been escalated to a senior support analyst.

It's a strange little problem - all other programme and web pages load perfectly on the laptop.

I shall let you know of any further progress.

Post Edited (Dickens) : 02-03-2012 09:28:12 GMT


Posted By : Andreea-Luciana Ostache - 3/2/2012 1:01 PM
If it was easy to solve we would have done it by now :D .

Our developers are also still investigating the issue. Looking forward to hearing their answer. Thanks for the feedback!


Andreea-Luciana Ostache
Senior Support Technician EN
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security 12

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!


Posted By : Dickens - 3/3/2012 12:51 PM
I thinks it's probably a Windows/Graphics card software isse.

It still occurred when BullGuard was completely disabled.

It's also a randon issue - I guess that makes it so difficult to find the cause.

Posted By : Dickens - 3/7/2012 2:29 PM
Hello Andreea-Luciana,

A quick update on the Windows Live Mail issue:

Windows Live Team asked me to uninstall WLM then clean up any remaining WLM folders. After that I reinstalled WLM.

I thought this was sucessful until, after about 10 logins to WLM the black bar was back again.

In an earlier post I think I said that I had the same issue with my desktop; then I was not so sure. I can now confirm that I HAVE had the issue on the desktop; however it has only happened twice in about two months.

With the laptop, the frequency is much more often.

Have your developers made any progress?

Posted By : NorthPole - 3/7/2012 6:31 PM
Just to be clear - is this a separate issue from the one raised here ?

Posted By : Dickens - 3/7/2012 7:38 PM
No, this is a different issue concerning an intermittant problem.

When logging on to Windows Live Mail 2011 the complete toolbar is replaced with a horizontal black bar.

Closing WLM then logging on again usually clears the problem.

Post Edited (Dickens) : 07-03-2012 17:00:49 GMT

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