Expert: Carolyn Meinel - 6/26/2011

Question
QUESTION: Dear Carolyn,

A couple of days ago there was an automatic Windows software update on my computer.  After the installation, I have been unable to open my Hotmail account.  I just get a black window with “sign in” at the top left, a “locked” lock at the bottom right of the screen.  No options are given.  I've tried uninstalling the Mozilla Firefox add-ons, with no effect.

Please explain how to resolve this asap.

Thank you,

Russell Gibbon

ANSWER: Help and Support for Windows Live Hotmail can be found at http://windowslivehelp.com/product.aspx?productid=1

See also http://social.microsoft.com/Forums/en-US/onecareofftopic/thread/6ca3b082-48a5-4f

If these can't solve the problem, try logging into Hotmail from another computer. If this works, then please let me know and we can try some other ways to solve the problem.

---------- FOLLOW-UP ----------

QUESTION: Getting nowhere fast, here.  I visited the hotmail links rhat you sent me.  Fact is I DO KNOW my hotmail live id, and, I DO know my password, but it will just NOT let me sign in.  When I click the button that says the above to facts, there is no RETURN button or anything to send this message on to smeone at Hotmail.  I just keep getting an empty "sign in" window.  I tried other hotmail help options, but guess what - they come with a fab message "ooops it looks like you are not signed in."  In my opinion it is some dreadful combo of AVG / Firefox / Hotmail and Windows that is causing this lock out, or, maybe someone REALLY HAS hacked / stolen my password. Any new suggestions?

ANSWER: Did you try logging in from another computer? If that works, then the problem in with your computer, that it somehow has been compromised. If this is the case, please let me know and we can work on ways to fix this problem.

Another way to test whether the problem is with Hotmal or just your computer is to go to Hotmail, set up a new account, and see if you can log into it. If so, then your computer is OK but your old Hotmail account has been compromised. If that is the case, only Hotmail can solve your problem.

This is the biggest reason I use an email address on a server that I pay for using. In general, free email services can't afford as good technical support as paid services can provide.

---------- FOLLOW-UP ----------

QUESTION: Dear Carolyn,

Thank you.  This second message of yours is giving me some good ideas.  Yes, you are right about one thing here for sure - while I cannot access Hotmail from THIS laptop, using XP, I CAN access my Hotmail account from my wife's laptop, which has Windows 7.

What do you sugest i do next?

Thank you

Russell

Answer
The good news is, we can fix your problem. The bad news is, your computer is infected with an unknown (to me) form of malware.

The important thing now is to find out what has infected your computer. I'm hoping it is just a poorly programmed virus that by either by accident or out of pure mischief blocks Hotmail. However, the danger is that it is a poorly programmed Trojan that might be stealing your financial information. A well programmed Trojan would not have done anything to reveal its presence, so things aren't all that bad, don't panic! We almost certainly are dealing with an attacker of minimal ability.

Here's how you can find out -- and remove -- whatever has infected your computer.

1) Download either Kapersky Internet Security, which offers a free 30 day trial at http://kapersky.com, or F-Secure's Complete Internet security suite, which offers a free thirty day trial: https://store.f-secure.com/cgi-bin/dlreg/ml=EN?ID=FSISTB&desid=TRIAL

2) Disconnect from the Internet.

3) Uninstall your current antivirus. This is absolutely essential because otherwise it and F-Secure or Kapersky will fight each other and might crash your computer. It isn't good enough to just turn off your old antivirus because it probably has been crippled by your virus infection.

4) Install one of these Internet Security products. Scan your system and follow any instructions it might give you.

5) Connect to the Internet and download any updates available.

6) Run another complete scan of your computer. Follow any instructions it might give you. If Kapersky or F-Secure don't offer any information on the dangers of the particular form of malware that they find, please let me know and I'll research it for you. I'm hoping it won't be necessary for you to change all your passwords and notify your bank etc.

7) Reboot.

If this works, you can either keep your new Internet Security product or uninstall it and reinstall AVG again. However, since it didn't protect you this time, maybe you would be safer buying an Internet Security suite.

Alternatively, a computer repair shop can fix your computer. However, whether in Mexico where you live or anywhere else, usually they just reformat the hard drive and reload the operating system. This is something you can do yourself, so why pay for it?