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Richard
Richard, Email Systems Specialist
Category: Email
Satisfied Customers: 31327
Experience:  Over 15 year experience in Email Systems and Programs
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Both macbook and imac will not accept my password to send

Customer Question

Both macbook and imac will not accept my password ***** send emails. Have reset my passwords and still rejects. Can send only thru iPhone
Will also show window that cannot send thru smtp server with options to try later or edit email? .. Been having issue for 2 wks
Submitted: 1 year ago.
Category: Email
Expert:  Richard replied 1 year ago.

Hi there and welcome

To confirm, this is for Gmail correct?

And if you go to www.gmail.com can you sign in there still?

Please let me know

Expert:  Richard replied 1 year ago.

I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.

Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.

I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.

Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.

If you want remote click get extra help. If not simply reply to me.

Thanks,

Richard

Customer: replied 1 year ago.
Have logged into to gmail.com to change password ***** checked again to see if can log in and NOW i have a repetitive "security" mssg actually talking giving me a number to call saying i have a virus on comp? And need to remove adware/spyware before i do anything on line??????
Expert:  Richard replied 1 year ago.

No, thats an infection on your computer and this is why its all happening.

Do NOT call the number

Do you want me to just connect to the computer and fix this directly?

Customer: replied 1 year ago.
Would like to continue via email
Expert:  Richard replied 1 year ago.

as you have a number of issues, not just one...

Expert:  Richard replied 1 year ago.

ok, which internet browser are you using?

Customer: replied 1 year ago.
What number are they giving me and who is "they"?!
Expert:  Richard replied 1 year ago.

the virus company

Expert:  Richard replied 1 year ago.

I do not know how "they" are as I cannot see which virus you have

Customer: replied 1 year ago.
Ok..Safari
Expert:  Richard replied 1 year ago.

From your Safari menu bar click Safari > Preferences then select the Advanced tab.

Select: Show Develop menu in menu bar

Now from the menu bar click Develop > Empty Caches

Tell me when you have

Customer: replied 1 year ago.
Btw..mssg popup says debug malware error 895-system 32.exe failure
"There is a .net frame work file missing due to some harmful virus...
So at this point ignore and select "ok"
Expert:  Richard replied 1 year ago.

ok, let me know please when the instructions are done

Customer: replied 1 year ago.
Will not let me close window
Expert:  Richard replied 1 year ago.

which window are you trying to close?

Customer: replied 1 year ago.
The error mssg...i got it...will try your instructions
Expert:  Richard replied 1 year ago.

thank you

Customer: replied 1 year ago.
Under Develop theres Disable Cashes
Under safari theres the Empty cashes option..
Which one?
Expert:  Richard replied 1 year ago.

Empty Caches

Customer: replied 1 year ago.
Ok done
Expert:  Richard replied 1 year ago.

ok, warnings ect now gone?

Expert:  Richard replied 1 year ago.

ok, warnings ect now gone?

Customer: replied 1 year ago.
Will try to log into gmail again
Expert:  Richard replied 1 year ago.

thanks

Customer: replied 1 year ago.
Ok went right into my emails and was able to respond to a random email...now will go to my "mail" icon on my toolbar and see if can send the email out of my "outbox"
Expert:  Richard replied 1 year ago.

thank you

Customer: replied 1 year ago.
Its saying cannot send using server
Smtp.gmail.com select a diff outgoing Mail server..
Customer: replied 1 year ago.
same problem
Expert:  Richard replied 1 year ago.

You are going to have to generate an app specific password ***** enter this in as they have locked the account from sending from these computers.

  1. Visit the App passwords page. You may be asked to sign in to your Google Account.
  2. At the bottom, click Select app and choose the app you’re using.
  3. Click Select device and choose the device you’re using.
  4. Select Generate.
  5. Then Enter the App Password ***** the Macs SMTP server password
  6. Select Done.

It will then send from then on, just make sure to carefully follow my steps please

Let me know how you go please

Customer: replied 1 year ago.
Where do i find apps password *****
Expert:  Richard replied 1 year ago.

you click the link, I put it as a link, the blue text please

Customer: replied 1 year ago.
The blue txt reads try with selected server..clicking that just repeats.. Options in box are: edit server list, Connection doctor edit mssg, try later, then box with smtp.mail.com option
Expert:  Richard replied 1 year ago.

have you got the app password ***** as per my instructions?

Customer: replied 1 year ago.
Do I need to be in my Google account to access the app password page..
Customer: replied 1 year ago.
Gmail account?
Expert:  Richard replied 1 year ago.

you just need to follow the instructions exactly as I listed them please.

From step 1 to 6

Customer: replied 1 year ago.
Where do I access the apps password *****
Expert:  Richard replied 1 year ago.

on the link I gave in my instructions.

I repeated it below

https://security.google.com/settings/security/apppasswords

Customer: replied 1 year ago.
It says "the setting you are looking for is not available for your account"
Customer: replied 1 year ago.
that link I accessed on my phone not on my laptop as that is how I'm communicating with you
Expert:  Richard replied 1 year ago.

ok, then you need to enable it for your account first

Please do so on my link below

https://www.google.com/landing/2step/

Then do the instructions please

Customer: replied 1 year ago.
2 step process gave me a verification code
Expert:  Richard replied 1 year ago.

ok, complete the process please, then follow the steps I gave to generate the app password ***** use

Expert:  Richard replied 1 year ago.

ok, complete the process please, then follow the steps I gave to generate the app password ***** use

Customer: replied 1 year ago.
Ok...I have to pause for 5 min.. Will get right back to as soon as i complete your steps
Expert:  Richard replied 1 year ago.

ok thanks.

Expert:  Richard replied 1 year ago.

how did you go with the instructions?

Expert:  Richard replied 1 year ago.

Hi there, I see you viewed my last message but did not reply. Are you still working with me on this? As I am here waiting, but am not sure if your still here?

Can you please let me know?

Thank you

Customer: replied 1 year ago.
Hi Richard yes...sorry had to get to work..first chance i have to get back to you...am working on your directions now
Expert:  Richard replied 1 year ago.

ah ok, was not sure if you had an issue of some kind.

Let me know how you go please

Expert:  Richard replied 1 year ago.

I am about to go offline soon, if you want ill just connect to your computer and fix this at no extra cost?

Customer: replied 1 year ago.
Entered The generated password ***** went to send the email from my MacBook and the same mssg "cannot send mssg using the server smtp.gmail.com"...what should my outgoing server be..there are 3 choices 2 are "offline"
Expert:  Richard replied 1 year ago.

smtp.gmail.com with port 587

But can I just connect and fix this please? as I said I wont make any extra charges for it and it will just be quicker and easier

Customer: replied 1 year ago.
Ok how do we connect
Expert:  Richard replied 1 year ago.

Can you go to www.teamviewer.com

Click on Download for Free

Download and install the program and give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 1 year ago.
It didnt give me an ID/password ***** install I had to enter my ID/password ***** selected install ..now have the Team Veiwer on screen with more download options
Expert:  Richard replied 1 year ago.

yes, you install it then run the program and it gives you the ID and Password.

So if you have installed it, now run it please

And give me here the ID and Password

Customer: replied 1 year ago.
Im not sure if this is what u need..went back to where installer requires password
Name: ANDY & ZEA
Password:
Just click leaving password *****
Tell me if thats what your looking for
Thanku
Expert:  Richard replied 1 year ago.

no sorry

You run the program Teamviewer from your apps, like any program you run

It opens and on it it displays Your Id and password ***** is what you give me here

The id is a 9 digit number

Customer: replied 1 year ago.
Ok i click on the team viewer icon on my desktop and it just opens team viewer install box...im obviously not in the right place..:(
Customer: replied 1 year ago.
I've already installed 3 times!
Expert:  Richard replied 1 year ago.

yes, so now go to your apps in finder and run the program

Its no different to running any program on your computer

Do not run the installer file you downloaded but go to your apps in finder and run the actuall app

Customer: replied 1 year ago.
Sheesh!!! Ok finally there...
Id: 562 500 487
Pswrd: 7152
Expert:  Richard replied 1 year ago.

connecting

Expert:  Richard replied 1 year ago.

connecting

Expert:  Richard replied 1 year ago.

I had to disconnect, but as you saw your computer is not able to generate app passwords, so its not possible you did this before.

You need to do this on a newer mac that has a later browser.

Customer: replied 1 year ago.
saw that..not sure if u recvd my response that i followed your instructions up to when a password ***** generated...entered password ***** went back to try email again..upon same mssg appearing u suggested using team viewer to remotely fix .. Those mssgs did not come up untill u were navigating my comp..will check my desktop to make sure browser is up to date
Expert:  Richard replied 1 year ago.

ok, but its not possible to generate the password ***** you are blocked as your computer is too old.

So I am not sure where you where but it would not be on that page, and you cannot update the browser as I tried that.

You will have been on a different page

But do it on your desktop when your home and let me know how you go please