Outlook Mail (Preview) - Diagnostics report: where to send?

I had a problem with a message rule and selected the option to report it. The page answered with an error message, but some time later I received an email from myself entitled Diagnostics report - Please forward to customer support. It has five attachments and this text:

This message was automatically generated by the diagnostics tool.
The attachments and information below will help resolve your issue.
Please add any additional information below this text and forward this mail to customer support.


Can you tell me where I should send it?

Hi,

Please log on to the answers website to check the private message that I have sent you and provide us the details in the private message itself.

You can view the private message section by

  1. Clicking the red link above your post

Or

  1.  Clicking on link.

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Thank you. I've replied to the PM.

The message I quoted read 'forward this mail to customer support'. What is the address for customer support?

Noel Burgess | Certified Pedant | Claims to know a bit about Windows Live Mail

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Hi,

I have replied to the private message.

Thank you.

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I have replied to the private message.

Thank you.

@anyone else following this saga: the reply told me that the case has been escalated to the team concerned. Watch this space.

Noel Burgess | Certified Pedant | Claims to know a bit about Windows Live Mail

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Hi,

You can also provide your suggestion to improve Outlook.com preview. You can follow this link:

http://outlook.uservoice.com/

You can also provide your suggestion through Outlook.com. You need to sign in to http://mail.live.com/ and click on gear icon and select feedback. It will reach to the Microsoft Product Group.

Thank you.

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Could you please post a public solution?  I'm having this problem as well, and a PM is not helpful to all of us who are doing a web search for this solution.  Thanks.

1 person found this reply helpful

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I never heard any more. Here's the complete private conversation between me and the support staff (anonymized to maintain that privacy):

Sent: June 8, 2015                                        

Hi, 

We need your permission to access your account to investigate further on this issue as well as a couple of information. 

  1. Affected email address of the account.
  2. Affected account's PUID (To get the PUID, go to this link: https://account.live.com/editprof.aspx). At the bottom of the page, you will see your Unique ID. Please copy and paste its value)
  3. Your alternate email address:
  4. Screenshot of the search keyword that you are trying to search with.
  5. PSR logs file.

We also need the fiddler logs to further troubleshoot this issue:

Please go through this article and provide us the fiddler logs.

How to help the Outlook.com support team collect FiddlerCap traces

http://support.microsoft.com/kb/929779

Along with the above information we need the following details.

You may use this tool take the screenshot.

Use Snipping Tool to capture screen shots

http://windows.microsoft.com/en-us/windows/use-snipping-tool-capture-screen-shots#1TC=windows-8

You may follow the steps to attach the screenshot.

1. When you reply to this Private Message, please click on Upload file.

2. Attach the screenshot and click on Upload.

Please provide us the Problem Steps recorder logs using the steps mentioned below:

1. Press "windows key + x"

2. Select Run option.

3. Type "psr" without quotes and hit enter.

4. Click Start and reproduce the issue that you face.

5. One done click on stop record and save the logs to the desktop.

6. Upload the logs to this message when replying to further troubleshoot this issue

Awaiting for your response.

Regards,

Forum Moderator 

        

From:  ¡Firedog
Sent: June 9, 2015                   
Diagnostics report - Please forward to customer support.eml  |  OLP-Rules-error-report.png  |  Undeliverable_ FW_ Thread has a reply_ New Outlook Format.eml

Thanks. I'm sure you don't need all of that!


The account in question is ~ @ outlook.com, PUID nnnnnnnnnnnnnnnn. Please feel free to access it.


I created a rule to forward particular messages to a different account. The rule didn't work because the address being forwarded to was corrupted as the DSN reports:

Delivery has failed to these recipients or groups:

~ @ msn.com
There's a problem with the recipient's mailbox. Please try resending the message. If the problem continues, please contact your email admin.

I've attached the DSN to this message, along with the diagnostics report resulting from this action shown in the screenshot.

Let me know if there's more you need.               

From:  FM           
Sent: June 9, 2015                   

Hi,

I have escalated this case to the concern team. We will keep you posted. Once we get an update from them.

Thank you.

From:  FM           
Sent: June 25, 2015                   

Hi,

Please provide us the following information so that we can further investigate:

1> Screenshot for the Outlook.com inbox
2> Decrypted Fiddler logs.

3> Date when emails went missing/ no of emails/no of folders. 

Please try to search for the missing emails using Outlook.com search UI. Check the deleted folder.

How to help the Outlook.com support team collect FiddlerCap traces

http://support.microsoft.com/kb/929779

Along with the above information we need the following details.

You may use this tool take the screenshot.

Use Snipping Tool to capture screen shots

http://windows.microsoft.com/en-us/windows/use-snipping-tool-capture-screen-shots#1TC=windows-8

You may follow the steps to attach the screenshot.

 

From:  ¡Firedog
Sent:  June 25, 2015                   

Thanks.

1> Screenshot for the Outlook.com inbox 

Sorry, but this error arose a long time ago (6 May) so I don't have a screenshot to share. In any case, the error had nothing to do with the inbox or receiving messages; it was a fault with a rule forwarding certain messages.

2> Decrypted Fiddler logs. 

What do you want me to log? The fault arose only at Outlook on the Web, where the address to be forwarded to was corrupted so that the message could not be delivered. There was no HTTP transaction with my computer to be captured.

3> Date when emails went missing/ no of emails/no of folders. 

I haven't lost any emails or folders.

I think your reply must have been intended for someone else.

A simple question (which address should the report be forwarded to?) produced an exceedingly complicated and completely ineffectual result.

Noel Burgess | Certified Pedant | Claims to know a bit about Windows Live Mail

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Last updated March 28, 2021 Views 1,168 Applies to: