Microsoft upgraded its free Hotmail e-mail service last week, adding foreign language editions, enhanced security features and new personalization touches. But a number of the reported 40 million Hotmail users were shut out following the switch by an unexplained bug that one user dubbed "the cookie monster."
Users told PC Week Online they were denied access to the updated Hotmail site, which now includes Japanese, German and French versions, because their browsers do not support the use of cookies. But even users of Microsoft's own Internet Explorer 4.0 browser with cookie support enabled were warned that they couldn't get online to read their mail via their current browser.
One of those e-mails was Microsoft's own announcement that it had upgraded Hotmail and touting new personalization features, including 17 different kinds of stationery. Microsoft went on to say that users would see improved performance and added functionality if Hotmail was accessed via the latest version of its browser, IE 5.0.
Shipped last month, IE 5.0's integrated e-mail client, Outlook Express, now features a direct link to Hotmail as a primary mail service provider.
IE 5.0 users can also beta test a new feature that adds their Hotmail account to their Outlook folders to work off-line, save e-mails locally and synchronize e-mails from the free service with other e-mail accounts.
Push comes to shove?
A number of users complained that recent developments at the Hotmail site are intended to force them deeper into Microsoft's hands, as integration with other Microsoft products becomes inevitable. The new Hotmail site now also features direct links to other Microsoft service offerings, including Expedia.
"They can abuse me so much because it's free," said Brad Cochran, a Hotmail user in the Seattle area. "I use it because it's handy... but I am overly cautious about going to IE 5.0."
When repeated attempts to access the site failed this week, and Hotmail support proved unresponsive, Cochran discussed the problem with many other IE 4.0 users experiencing similar problems through an online forum for Microsoft products.
Although Hotmail product manager Laura Norman said she was not aware of a cookie problem for users, she noted that cookie enablement is now mandatory as a security measure. She said Hotmail user authentication was done in the past through a combination of users' passwords, IP addresses and cookies, and cookie use was not required.
Norman said security enhancements to the site this week include the ability to share an account with another user. In addition, IE 5.0 streamlines authentication for Hotmail users to enable the preset link within Outlook Express.
Greg Paye, a Web developer in Washington who experienced access problems as well as the loss of address book functionality this week, said he has no interest in these features because they defeat the purpose of being able to access an e-mail service from any browser.
Paye added that he has no plans to download IE 5.O and is wary of the situation because it pushes users toward other Microsoft products they may not want.
"It seems way too convenient," he said.
Why use Hotmail at all? There are literally thousands of very good free email accounts available - accounts that are as feature-laden or simple as you want. Eschew Hotmail and get something that works for you. The Free Email Address Directory (http://www.emailaddresses.com) is a good place to start looking for something better.