Has anyone ever heard of this software or is this is a scam?

Hi Cindy,

Thank you for contacting Outlook.com Support, my name is Ross your support for today. 

I see that you are unable to access your account as you are getting a "something went wrong" error message even after changing your password and using different browsers. I understand the difficulties this issue has caused you in accessing your emails, let me help you with it.

First off, please verify if you are only getting the error message when accessing your mailbox or the same issue persist when accessing the Microsoft services below?

https://account.microsoft.com

https://onedrive.live.com   

https://calendar.live.com 

https://people.live.com

I also suggest that you use a different computer or other devices in accessing the account. If you are only having error when accessing your mailbox via https://outlook.live.com/owa, please provide us the fiddler trace logs of the error. Click on more details... when you reach the error page.

For the Fiddler trace logs, you need to have a Fiddler Cap, this is a tool we use to capture explicit communications between your computer and our servers - the requests your computer makes and the response our server provides. When you run into an error when you are using Outlook.com, the most valuable information we can use to resolve the issue is captured in FiddlerCap.

This tool will allow us to view the unencrypted data that is sent between your computer and web servers while the tool is capturing information. This means FiddlerCap can’t record your password for Outlook.com, but we would be able to see what emails are in your inbox if you viewed it with the tool running. The information gathered using the tool is only used for troubleshooting of an issue you report to us, and we do not use it for data mining or other activities.”

If you are using a Windows PC, please refer to the information below for you to obtain the fiddler trace:

To install Fiddler visit https://www.telerik.com/download/fiddler-wizard Save the file to your desktop. 

2. When the download is completed, double-click “FiddlerSetup.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. 
6. In the "Tools" section, under "Options" click on the "HTTPS" tab 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. File > Capture Traffic (or press F12) 
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, logging into your inbox and clicking on the Junk folder). Wait for at least 1 minute after reproducing. 
9. After you reproduce the issue, return to the Fiddler window, and then click 2. Stop Capture. 
10. Click 3. Save Capture. NOTE: Please save the file as a .SAZ file. Without this file extension we will not be able to read the logs. 
11. Click Save to save the capture file to your desktop. 

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

12. Send .Saz file to MS Support

Additional info for capturing logs from Firefox: http://www.fiddlercap.com/fiddlercap/firefox.asp

If you are using a MAC, kindly refer to the information below:

1. To perform the trace, you must open a terminal window and then run a command. To do this, follow these steps: 

 a. Click Applications.

 b. Start the Terminal program (Terminal.app).

 c. Type the following command in one line: sudo tcpdump -s 0 -A -i en0 –w ~/Desktop/trace.dmp

 d. You may be requested to enter your administrator password at this point.

 2. Start Safari and try to log on to Hotmail or Outlook.com. As soon as you have finished reproducing the issue you have, you must stop the trace. To do this, follow these steps: 

 a. Click Back on the Terminal window.

 b. Press Control+C.

 3. Attach the trace.dmp file to your reply.

Once you have the captured file the Fiddler trace logs), please upload it in the secure link where you uploaded your screenshot.

Once done, please reply to this email so we can move forward and further investigate this case of yours.

We are looking forward to your response. We thank you for your continued patience, understanding and cooperation.

Kind regards,

Ross