Unable to see contacts when I click on “To”, “Cc” or Bcc” fields to compose email in Outlook.com

If you recently upgraded to Outlook.com, please wait for 1-48 hrs for the contacts to sync from your old @hotmail.com or @live.com accounts to your @Outlook.com account. Check  if you can view your contacts at contacts.live.com. If the issue exists on a different browser, we would need your assistance investigating it further.

 

We will need a Fiddler Trace to isolate what causes caused this problem of why your contacts do not appear on the TO/CC/BCC lines.  To capture a fiddler trace please follow the instructions below:

1.        To install FiddlerCap, visit http://www.fiddlercap.com/dl/FiddlerCapSetup.exe

 Save the file to your desktop.

2.       When the download is completed, double-click “FiddlerCapSetup.exe” on the desktop.

3.       Read the License Agreement, and then click I Agree.

4.       Click Install.

5.       When the installation is complete, click Close.

Note: FiddlerCap starts automatically.

6.       In the "Capture Options" section, enable "Decrypt HTTPS traffic".  Click OK to accept.

6.1.     If you see any security warnings about certificates, click “Yes” to allow the Fiddler certificate.

6.2.     If you see any messages from your firewall, click the option to allow access.

7.       Click 1. Start Capture.

8.       In the new browser window that opens, browse to www.hotmail.com or www.outlook.com . In this same window, reproduce the issue that you have encountered (for example, reopening a message that generated an error).

9.       After you reproduce the issue, return to the FiddlerCap window, and then click 2. Stop Capture.

10.    Click 3. Save Capture.

11.    On the Save as type menu at the bottom of this window, click Zip file (*.zip).

12.    Click Save to save the capture file to your desktop.

12.1. When exiting the capture tool, if you see a “Root Certificate Store” popup, click “Yes” to confirm deletion of the Fiddler certificate.

13.    If you have an open ticket in Mail Customer Support, reply to the message that you received from Mail Customer Support. Attach the FiddlerCap .zip file to your reply.

 

 

If you already have the copy of your fiddler trace, reply to this thread so we can give you a private message area where you can upload the logs.

 

Also needed:  Your new email sign in name as well as your old one.  Along with  your Operating System version AND which Internet Browser you are using.

 

For additional troubleshooting methods before running a Fiddler Trace you can try the following:

1.  Clear your internet browsers cookies/cache, sign out and sign back in and try to reproduct the issue.

2.  Try using a different browser and let us know if the results change.  Note:  If you're running IE7, there is a known issue where the email addresses won't populate.  If you are on IE, try upgrading to IE8 or higher.

3.  If you're able to try on another computer, does the issue still happen?

 

Please make sure to keep this thread on track with this issue.  Any other issue that does not deal with what the subject is will be removed or deleted.

Thank you

Jen C.

I am replying to your instructions to run the Fiddler Trace and believe all was successful!  I will attach the Fiddler Cap .zip file to this reply if I can figure out how!  Bear with me,

Luanne Harrington

Hi,

I’d like to request additional information from you.  I will start a private message with you that contain instructions and place to upload the information. If we can determine a solution or fix, I will share it with everyone on the thread. 

Thanks!

Finally- this worked for me.

Marie_V. replied on

Forum ModeratorCommunity Star

If your contact picker will not load or is "freezing" and you’re using Outlook.com and Internet Explorer IE8 try the following steps:

Still screwed if you're using Firefox and Hotmail.

Finally- this worked for me.

Marie_V. replied on

Forum ModeratorCommunity Star

Hi,

We have identified the root cause of this issue and we are currently working for a fix.

If your contact picker will not load or is "freezing" and you’re using Outlook.com and Internet Explorer IE8 try the following steps:

1. Open up Internet Explorer (IE),
2. Go to Internet Options
3. Click on the Advanced tab
4. Under the Security section, ensure that Enable native XMLHTTP support is checked and then refresh the page.

Note: In some cases you may need to check with your IT department before enabling this setting. In other cases, you may be prohibited from changing this setting based on your IT policy.

Thanks!