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Frederick S.
Frederick S., Computer Specialist
Category: Computer
Satisfied Customers: 8694
Experience:  Computer technician and founder of a home PC repair company.
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my computer cannot access my gmail account

Customer Question

my computer cannot access my gmail account
Submitted: 5 years ago.
Category: Computer
Expert:  Frederick S. replied 5 years ago.

Frederick S. :

Hello and welcome to JustAnswer. My name is Frederick and I look forward to assisting you with this and providing you with the information you need. Are you there?

JACUSTOMER-l81wwx08- :

yes

Frederick S. :

Great. Now, can you please tell me what is going on when you try to access your Gmail account? Are you getting an error message?

JACUSTOMER-l81wwx08- :

yes

Frederick S. :

OK, and what is that error message stating exactly, please?

JACUSTOMER-l81wwx08- :

it is just returning back to the sign in step

Frederick S. :

OK, so there is no error message aside from it just bouncing back to the login page?

JACUSTOMER-l81wwx08- :

yes

Frederick S. :

OK, would you like to continue to troubleshoot through this chat, or would you like me to perhaps remotely access your computer and see if I can pinpoint what's causing the issue?

Frederick S. :

Either option is fine with me.

JACUSTOMER-l81wwx08- :

yes i would like you to access and see for yourself

Frederick S. :

OK; please go to this link for me:

Frederick S. :

Click I agree, run remote desktop

Frederick S. :

If you see any boxes prompting you, click Run, Yes, or Continue

Frederick S. :

OK, I see that you are connected.

Frederick S. :

I will go ahead and remotely view your screen, okay?

Frederick S. :

Give me an OK once you are ready

Frederick S. :

Are you able to see this text?

Frederick S. :

I wll remotely connect to your PC now

JACUSTOMER-l81wwx08- :

yes

Frederick S. :

OK, I see your screen now

Frederick S. :

I will go ahead and pull up Gmail.com

Frederick S. :

It seems like we lost the connection; are you having Internet trouble?

Frederick S. :

Please let me know when you return; I will leave this chat open. Thank you.

Frederick S. :

I have disconnected from the remote support session. When you are back online, we can resume.

JACUSTOMER-l81wwx08- :

i am back ,i saw that firefox could not find the server

Frederick S. :

OK

Frederick S. :

You aren't able to pull up Gmail.com at all now? Give it one more try.

Frederick S. :

It sounds like your Internet connection just died there for a second (since I lost the remote connection.)

JACUSTOMER-l81wwx08- :

i have a internet stick so i dont know why it disconnected

Frederick S. :

Yes, that was a bit unusual

Frederick S. :

so if you open a new Firefox window, does it still say cannot find server for gmail?

JACUSTOMER-l81wwx08- :

i can open it and watch youtube and serf just cannot open gmail

Frederick S. :

It just does the same thing as when I was on, just going back to the login screen?

Frederick S. :

or is it not even making it that far this time around?

JACUSTOMER-l81wwx08- :

i can get there just cannot access my account

Frederick S. :

OK

Frederick S. :

Would you like me to remote in again?

JACUSTOMER-l81wwx08- :

sure

Frederick S. :

OK; hopefully we will have some better luck this time around.

JACUSTOMER-l81wwx08- :

ok

Frederick S. :

Please try this link again:

Frederick S. :

OK; I see you're connected. I will go ahead and connect to your PC now

Frederick S. :

I'm so sorry. The wrong session was terminated.

Frederick S. :

I'm sorry you have been unable to return to the chat. I will provide you with some instructions on how to resolve the issue... Please close ALL Firefox windows... then go to Start menu > All Programs > Firefox > Firefox (SAFE MODE) and then check the box 'disable all add-ons' and 'reset all user preferences' then click Make Changes and Restart, and you should be able to once again get back into Gmail.com from Firefox. Otherwise, you can certainly use Internet Explorer. Let me know how it goes; thanks.

Expert:  Frederick S. replied 5 years ago.

Hello. Here is my answer once again:

 

I'm sorry you have been unable to return to the chat. I will provide you with some instructions on how to resolve the issue... Please close ALL Firefox windows... then go to Start menu > All Programs > Firefox > Firefox (SAFE MODE) and then check the box 'disable all add-ons' and 'reset all user preferences' then click Make Changes and Restart, and you should be able to once again get back into Gmail.com from Firefox. Otherwise, you can certainly use Internet Explorer. Let me know how it goes; thanks.