Frequently Asked Questions

Question: How I may find a LOG file for Outlook Transfer program and send it to support team or developers for analyse?

Answer: Please run Outlook Transfer application and use menu Help > Open Log File Location. You may also read this article which describes the full process in details.

Question: Is a copy of the emails left on Windows Live after you do the transfer to Outlook?

Answer: All our products do not modify the original data in any way. All your source emails and folders will remain in place during and after conversion. Don’t forget to unload your email client from the computer memory i.e. close it prior to start the conversion as the source files may be locked by the email client.

Question: I have large user, of about 20 GB of data in EML files, to be converted to PST and uploaded to O365. Is there any setting in your converter to receive multiple PST files not larger that 2 GB (this is a size recommended by Microsoft for O365).?

Answer: Please use the special option which splits the output PST file to the volumes (parts) of predefined size. Here is the brief instruction on how to split the PST file while you converting data. After that you have to follow one of the following Microsoft guides: this one, if you have to import PST file to your own mailbox or this one, if you have to import your organization’s PST files to Office 365. If you have very high amount of PST files or they are very big, you may use drive shipping method, offered by Microsoft. This will physically require you to ship the hard/ssd drive with your PST files to an “Office 365 Import Service”.

Question: I purchased the Live mail to Outlook Transfer program. I want to transfer my mails to outlook on a different computer, so want to save the pst file on the hard drive of the original computer and transfer it via dropbox to the new computer, where Outlook is installed. Outlook is not installed on the original computer where Live mail is. Live Mail is not installed on the new computer where Outlook is. I followed the instructions, but when I try to save the pst file to the hard drive (dropbox folder) I get the message: “New Session Create Error – Microsoft Outlook should be installed at the system.”

Answer: Our tools are working according to the Microsoft specifications on using of the Outlook Object Data Model and it is required to have the Outlook installed at the system to process the conversion. It is the system requirement for our and any other software which is creating the PST file or managing the Outlook data.

You have to copy the source files (Live Mail message store directory) to the computer where MS Outlook is configured and use the copied directory as a source for the program.

Question: I’ve managed to import EML files (created by Windows Live Mail) into Outlook with help of your program. Input messages are fine. But, Sent mail messages, previously stored in the relevant folders in Windows Live Mail that the subject related to, are imported – but listed with the date that they are imported, not the original date that the original message was sent.

Answer: It is the Microsoft Outlook feature, it displays proper dates for Sent items only inside the “Sent Items” folder by default. To resolve the issue, please move all emails related to sent items into Outlook folder called “Sent Items”. Just select these emails, right click on the selection and use the Move option of the pop-up menu.

Question: I need to know before beginning the transfer: when the source EML, IMM, IML etc. files are converted to PST format and transferred to Outlook will the incoming emails wipe out, over read, or in any way affect the email already stored in Outlook?

Answer: Our software is not changing the source files in any way. It only reads the information from the provided sources. It is also NOT changing (joining, wiping, moving) the emails which are already exists in the Outlook Profile as well. However please note that imported emails may be mixed with existing emails if you import them to the same named folder.

Question: I have email files stored on several other older computers (those computers are “retired” with older opsys) that I wish to consolidate into the single Outlook on my primary computer. How do I use your software to perform those transfers? Do I need a copy of your software on each of those older computers or may I use the single copy I purchase for my primary computer? Another alternative…If I transfer the “old” email files from the retired computers onto the primary computer, can I expect to convert and to transfer the files from the “older” files to Outlook?

Answer: It is depending on the license type you have. The best method is to use the software at one computer with Microsoft Outlook. You may copy the source files to it or share them via network and use this network share as a source for the program.

Question: I have completed the import procedure and opened the PST file in Outlook, but there is no emails at all, only empty folders were imported. LOG shows many warnings that empty chunk was removed. Anti-virus was turned off. What now?

Answer:

Following article describes how to check your Outlook version and edition: read more

Answer:

It is always recommended to import data into new PST file instead of using the default Outlook data file however you may do something to increase the Outlook performance and the data processing routines.

Reduce the size of your Outlook data file.

Erase Deleted Items folder

1. Erase “Delited Items” folder
2. Right click to “Deleted Items” folder
3. Click to “Empty Folder” item and confirm the operation

Optimize the unused space of your data file

1. Click to the top of your personal folders (Personal profile name)
2. Click “Data File Properties…” menu item
   
3. Click “Advanced…” button
4. Click “Compact Now” button
5. Wait for the end of optimization
   * – Process may take a while if your data file is highly unoptimized.

Do other optimizations

Temporary disable your antivirus, data synchronization software and third party Outlook add-ins.

Answer: All GlexSoft products are designed according to Microsoft guidlines. Each product is distributed as a certified setup executable. You may download and run the setup file to install the software to your computer. Software removal can be performed by launching of uninstall executable and via standard Windows Control Panel option called Add/Remove Programs. You may also read the complete software removal and setup instruction.

Question: I purchased the activation code, but the program will not register when I insert the license key. The window disappears when I click ok, but the program stays in demo mode. Can you help?

Answer: Registration window should not disappear without any message. It seems that something at your PC do not allow our software to establish the connection to activation server. If you using a firewall, antivirus or another tool which may control the internet connection please disable it temporary or whitelist our software.

Answer: You may change the product if the license code has not been used yet. You have to remove the email containing the license code and all other copies of the license code.
After that you may order the correct product and send us your both order numbers. After the validation we will refund the full price of your first order.

Answer: This error may occur while processing a large amount of data when you using the External Format Processor option. This option uses Outlook converter API which contains some limits. Internal formats processor uses basic options of the Outlook API and handles the rest of extended conversion functions. Turn on the Internal Formats Processor option and repeat the conversion to resolve this.

Answer: Ensure that local Outlook user profile is present and one of profiles is set as default. Please note that you can’t import emails into on-line account profile such as Exchange Server or IMAP account. If you have only on-line accounts configured, you may add at least one *.pst file to your Outlook profiles and import emails into this pst file. Alternatively you may the Mode called “Save to PST file” which saves the emails to pst file.

Answer: Outlook and the MAPI system finalize the install on the very first use. If Outlook never ran as the current user and there are no profiles, it is supposed to error out. You have to run Outlook once it installed and complete all steps of the configuration wizard. There is no problem if you do not have any email accounts or do not want to specify them, you may add them later. After that you may need to reboot your PC for the changes to take affect.

Answer: Ensure that you have used the latest version of the converter software. Close all applications that may use the email source, exclude all other impacting factors such as email client, antivirus or emails/contacts synchronization software.  For example ESET Smart Security scanner that quarantining emails in most cases causing the program to crash.

Answer: You do not have enough disk space on a target drive to save imported emails. Please free up a disk space or use another storage device which have enough free space available to resolve the problem.

Answer: The Outlook was just installed and it is not yet ready to work. You should run Microsoft Outlook and complete the configuration wizard. Then reboot your computer for these settings to take effect. This will resolve the issue.

Answer: You trying to import emails into corrupt data store which can not be done normally. You have to save data to healthy data source instead.

Answer: This error is often appear when Outlook data file is password protected. You may run Outlook, open the password protected profile and import emails without exiting from Outlook. As alternative you may save your data into new .pst file.

Answer: Errors like this are caused by third party software corrupting Outlook data. Please use the option to save data into new .pst file instead of importing them into Outlook profile.

Answer: You have to setup the local Outlook data profile to import emails. Emails can not be imported to Exchange Server (online profile) or without it. You may do this using: Control Panel | Mail | Data Files… | Add… | Outlook Data File (.pst)

Answer: Your Windows user record don’t have enough permissions to write into selected Outlook user profile or it is not accessible due to another reasons. You may try to use the option to create new .pst file instead. If it is also producing such error you may need to configure the Outlook Group Policy to allow PST file to be used and updated. Read more in Microsoft Knowledge Base article. If you using the corporative domain network please configure the Group Policy instead.

Question: When I try to import EML messages, if Outlook is running and after all the Transfer importation steps, the Outlook dialog box allowing to choose the destination folder of the imported messages never opens. I am getting the error message “Error in IMsgServiceAdmin::ConfigureMsgService: MAPI_E_EXTENDED_ERROR PST file cannot be accessed.” It works fine if I close Outlook before importing, i.e. this dialog box appears, and I find my imported messages after Outlook is started again.

Answer: We recommend to keep Outlook closed during the conversion. Microsoft Outlook libraries allow different processes to share a data file as long as both processes run in the same security context. You may allow to run both Outlook and Transfer tool with the priveleges of the Administrator to resolve the share violation problem.

Answer: Your Outlook user profile can not accept emails to be imported. Please use the offline profile instead. MAPI and Exchange Server accounts are online type profiles and can not be used to import emails.

Problem: When converting my messages to Outlook file, a *transfer64.exe process seems to be forked (or threaded) for each message. The problem is that these process do not terminate, they get in a “suspended” state. The result is that I have thousands of exe processes when converting thousands of messages.
As the process do not terminate, they don’t free memory and, finally, the computer gets out of memory (even with 8 Gb). Please bring me a solution as soon as possible. I use Outlook 2016 64-bit at Windows 10.

Solution: Office was installed using “one-click” or “Click-to-run” mode (directly from MS website), I uninstalled it, downloaded the “full” installation file and installed Office again. Now it works perfectly ! And much faster. (Thank’s to Jean-Michel for investigating on this issue)

Answer: Please try to disable some Outlook Add-ins. If you using the Outlook Connector (Hotmail Connector) add-in, please disable it temporary. Read Microsoft guide on managing the Outlook Add-ins. The error may be caused also by CRC errors of the Outlook data file or structure damages. In this case you may need to repair your PST profile first.
In most cases you may prevent this error from happening by importing emails into new (not existing) PST file. Use menu “Mode” to enable saving to PST file, then use the software in this mode.

Answer: You are currently using Outlook in Internet Mail Only mode which is not allowing to import emails. You may switch from the Internet Mail Only (IMO) to the Corporate Workgroup (CW) installation of Microsoft Outlook 2000. For more info please use the Microsoft Guidelines on switching installation type.

Answer: The problem appears because you don’t have Microsoft Outlook installed at the system which is the System Requirement. You have to setup standalone copy of MS Outlook, launch it and configure the User profile. It is impossible to create PST file (Outlook Data File) without having Outlook installed at the same PC. The same for error number 0x80070002.

Answer: You have to setup Outlook like it described in the previous answer and reboot the computer to refresh newly installed components and Outlook importing filters.

Answer: This error states that “The message store has reached its maximum size.”. Each Microsoft Outlook version is limited to work with PST files of different sizes. For example: the PST file size limit for Outlook 2003 and 2007 is 20 GB, for Outlook 2010, 2013 and 2016, the pst file size limit is set to 50GB. You can adjust this limit via the Registry or via Group Policies. Please use Microsoft KB articles to get further information. Read more about PST size limit.

Answer: Please read the article describing the full scope of error causes.

Question: Even though I am at the right folder, I always get an error message of Can´t find the MessageStore.db Could it be because my IncrediMail is too big? Or that it operates in Spanish? I need to buy the full version, but I must see it does work Have bough a couple of converters and none does the task as it should. Some even need a second utility.

Answer: Two possible reasons of this problem:

• Your IncrediMail version is not 2.5. In this case, please read the article describing how to convert emails from IncrediMail 2.0
• You have selected the wrong source folder. Select the proper source folder to resolve this.

Question: It seems not all messages are being converted. I have been running IncrediMail from the beginning and I would assume that some of the data is earlier than V2.5, therefore do you have a conversion tool for converting earlier versions of IncrediMail?

Answer: Yes, you may download another tool, called IncrediMail to Outlook Converter from www.incredimailtooutlook.org website. This tool works for IncrediMail messages stores of early versions and converts only old email so they would not be mixed. You may use your license code to register this utility without paying additionally.

Answer: Perion Networks company shutdown their services and there is no way to automatically recover the nested structure of subfolders anymore, however you may easily restore the subfolders structure in Outlook manually.

Question: IncrediMail starts crashing at Windows 10 after the latest Flash update.

Crash detail

Exception: BREAKPOINT (80000003)
Faulting Offset: 00132BD2
Module: KERNELBASE.dll

00132BD2 KERNELBASE.dll
008255B1 Flash.ocx
0082B0A7 Flash.ocx
007F33EC Flash.ocx
007D8711 Flash.ocx
007D862C Flash.ocx
0080E7D2 Flash.ocx
007BE02A Flash.ocx
00823E78 Flash.ocx
007D7ED7 Flash.ocx
007D7BC2 Flash.ocx
007D8649 Flash.ocx
0078B69E Flash.ocx
0046ED2A Flash.ocx
0045EABE Flash.ocx
0023FD96 Flash.ocx
00233141 Flash.ocx
00237C33 Flash.ocx
00238F30 Flash.ocx
0026F375 Flash.ocx

Answer: The problem is that you can’t start the IncrediMail any more to maintain your data. In this case we offer you to migrate to Microsoft Outlook as soon as it possible. For that you may use the IncrediMail to Outlook Transfer software as it works even if IncrediMail is not operable.

Question: I have imported my Live Mail emails and folders to Outlook but small amount of folder names appear truncated. Is there a way to fix this?

Answer: Live Mail stores folder names at the file system this way, it truncates the folder name if it is too long. Real folder names are stored in the encrypted db. Our software takes the folder names from the file system as they are. You may manually correct the folder names in Outlook after conversion by renaming them.