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Remote Computer Assistance - How Does It Work?

Many IT Issues do not require a visit from our engineer or the associated wait. Using our remote access software, we can connect to your computer, view your screen and share control of the mouse. This gives you the opportunity to show us the problem as you experience it so that we can show you the solution. We use industry standard software that allows us one-time access to your computer whilst keeping you in control of what we can do and see.

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Helpful IT tips from mtechnical.

mtechnical Tips

mtechnical IT support is based on industry best practices as documented by Microsoft and other vendors. Through our daily visits to our customers of varying IT experience, we regularly come across the same problems or queries. We hope that you find the following ‘TIPS’ helpful – you follow them at your own risk!

Microsoft Outlook

Outlook keeps crashing

A Windows Update update released in November 2015 is causing an issue for some users when they attempt to open Outlook.
Users have reported that their Outlook keeps crashing.
The issue appears to be localised to Windows 7 with Outlook 2010 or Outlook 2013 installed.
Microsoft have since acknowledged the issue and re-released an updated patch.

Follow these steps to resolve the issue:

  1. Close Outlook
  2. Click Start
  3. Click Control Panel
  4. Click Programs and Features
  5. Click View installed updates
  6. Type KB3097877 into the Search Installed Updates box
  7. Highlight the KB3097877 update and click and Uninstall
  8. Restart your computer

Reset the default view in Outlook

If you have made changes to the view of individual folders within Outlook and are struggling to change it back, the following steps will reset the view of all folders (Email inc. subfolders, Calendar, Contacts, etc) back to the default setting as it was when Outlook was first installed:

  1. Close Outlook
  2. Click Start
  3. Type outlook.exe /cleanviews
  4. Press Enter

Outlook error when opening – “Cannot start Microsoft Office Outlook. Cannot open the Outlook window”

If Outlook refuses to open and gives you the above error message, follow these steps:

  1. Close Outlook
  2. Click Start
  3. Type outlook.exe /resetnavpane
  4. Press Enter

How to delete a single auto-complete email address in Outlook

Outlook will suggest previously used email addresses when you start to type in the ‘To:’ field. If one of these is incorrect, follow these steps:

  1. Start typing in the incorrect address
  2. Press the DOWN arrow key to highlight it in blue
  3. Press the Delete key on the keyboard

How to delete all auto-complete email addresses in Outlook 2007

To delete all of the auto-complete addresses, follow these steps:

  1. Close Outlook
  2. Click Start
  3. Type %APPDATA%\Microsoft\Outlook
  4. Press Enter
  5. Within the folder look for a file ending in .nk2 (Typically outlook.nk2 unless you have multiple Outlook profiles)
  6. Right click the file and rename it to old.nk2

If you are moving to a new computer you can also use this process to find and then copy ‘outlook.nk2′ to the same location in your new profile.

Migrating auto-complete email addresses in Outlook

If you are moving from Outlook 2007 to Outlook 2010 you need to import the nk2 file. Outlook 2010 no longer stores the names cache in a nk2 file but makes it part of the email data. To import the nk2 file follow these steps:

  1. Close Outlook 2010
  2. Copy the nk2 file to the default location
  3. Open Outlook 2010 for the names cache to be automatically imported

The default location for the file to be placed is:

  • Windows XP Drive:\Documents and Settings\Username\Application Data\Microsoft\Outlook
  • Windows Vista and later versions Drive:\Users\Username\AppData\Roaming\Microsoft\Outlook

After the nk2 file has been imported it will be renamed to name.nk2.old.

The full Microsoft KB article can be found here –

Outlook 2010 can’t send email after upgrading to Windows 10 – Error 0x800CCC13

Error message: ‘xxxxx – Sending’ reported error (0x800CCC13): ‘Cannot connect to the network. Verify your network connection or modem’

To recover from the issue, you must run the Microsoft Windows Resource Checker tool, also know as “System File Checker” or “sfc”. This tool scans and verifies the integrity of all protected system files and replaces incorrect versions with correct versions.

  1. Right click on the Start button of Windows and choose: Command Prompt (Admin).
  • If you don’t see this, instead choose: Windows PowerShell (Admin)
  1. Behind the prompt type: sfc /scannow
    (note the space in the command)
  2. Wait until the process completes. This usually doesn’t take longer than 20 minutes with a regular hard drive.
  3. Restart your computer.

Fn (Function) Keys

Access Recovery Partition

If you want to restore a computer back to its original state as new (and wipe all data) you may need to access the recovery partition of the hard drive. These vary between manufacturer and model:

  • Acer ALT+F10 – Recovery partition
  • Sony ALT+F10 – Recovery partition
  • IBM F12 – Thinkpad Boot order
  • Compaq F10 – Recovery partition
  • Packard Bell F11 – Recovery partition
  • Dell Dimension & XPS – hold CTRL and tap F11
  • Dell Vostro with Vista – F8


Move Sage data to a new location

To move Sage data from one server to another, the Sage client needs to know the new location. This is held in one of the following locations depending on the Sage and Windows version:

C:\Program Files\Sage\Accounts

Windows Vista and Windows 7 – C:\ProgramData\Sage\Accounts\2008
Windows XP – C:\Documents and Settings\All Users\Application Data\Sage\Accounts\2008\

The file is called ‘company’ which should be opened in notepad and the path be changed accordingly.

Sage will occasionally lock you out after it crashes

Rename the following .dat file to unlock access. Make sure that sage is closed on all computers before trying this.

Program Files\Sage\ACCDATA\queue.dat
You may also experience problems logging onto Sage such as ‘Invalid Password’ if users don’t have permissions to the Crypto Folder.

C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA

Sage is slow when used over a network

If you store the Sage database on a server it can sometimes seems slow to access. Check the following:

  • Use over a wired network not wireless
  • Exclude Sage files from AV Scanning on the server
  • Use mapped drive on client rather than UNC

Sage line 50 (Printing statements) - error message "Unable to connect to data source check configuration"

  1. Whilst in Sage, click on Help, About, System Information, then click onto the Directories area and make a note of your Program Directory.
  2. Find the program directory via My Computer. When in the Accounts folder, click on Odbc32, then click on Disk 1.
  3. Now run setup, this will install the Driver needed to access the data source.
  4. Try printing a report on Sage. If you still have problems go to step 5.
  5. From the start menu click on Settings, Control Panel, ODBC data sources. Then click on System DSN, click onto the Sage Line 50 driver and click configure. Make sure the data path is something like C:\SFW\ACCDATA.

Sage Instant Accounts will not open and keeps prompting to check for updates

After accidentally restoring a Sage 50 backup into Sage Instant Accounts, when accessing Sage Instant it comes up with the error message:

“This data was last used with a later version of Sage Accounts. You must update this version of Sage Accounts before accessing the data. Would you like to check for updates now?”

Look in the folder c:\documents and settings\all users\application data\sage\accounts\2***Instant\company.000 and, in that folder will be a file WATERMARK.XML – delete/rename this file .old and you will be able to get back in to Instant Accounts.

Microsoft Office

Word, Excel and Outlook 2013 failing to start.

We have seen several instances of fresh installs of Microsoft Office 2013 on new laptops failing to start when Abbyy Finereader is installed. This can be uninstalled from the Control Panel or alternatively disable the Abbyy Finereader add-in in each program.

  1. Start Word (or Excel & Outlook) in safe mode – click Start or open ‘Run’
    Type in “WinWord /safe” or “excel /safe” or “outlook /safe” to open the program in Safe Mode
  2. Click on File > Options > Add-Ins
    Under ‘Manage’ select ‘COM Add-Ins’ > Click GO
    Uncheck ABBYY Finereader > Click OK

Internet Explorer

Compatability Issue using Exchange 2003 Webmail via Internet Explorer 10.

The latest version of internet explorer, IE10 does not work natively with Exchange 2003 Webmail which is also part of Small Business Server 2003. The login screen and process will work but working with emails and subfolders does not. Also, at the top of the inbox, a long string of error code is displayed.

To resolve this, turn on compatibility mode within IE10 and log into Webmail afresh. This will force IE10 to display the webpage as if running in a previous version of Internet Explorer. This process will also fix other non-IE10 compatibility websites until they are re-coded. To turn on compatibility mode in IE10, open the login screen for webmail (i.e. ) and click the icon at the end of the address bar so that it turns blue:

Compatability View


This will set that page to permanently display correctly on that computer. Further settings can be found under FILE > COMPATIBILITY VIEW SETTINGS in Internet Explorer 10.
If the File menu is not shown, press the ALT key on your keyboard.

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