Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
what email service do you use with Mac Mail?
Are you able to provide me what the incoming and outgoing mail server addresses are for your Shaw email service?
Yes - for both they are shawmail.cg.shawcable.net These were the new incoming and outgoing addresses suggested this morning by Shaw. Still no joy.
Ok let me delve a bit further for you in this matter
I will be with you shortly
This is very weird. I have also (at the same time I started not being able to send messages) lost all the messages from my Sent Mailbox. Everything else is intact in my other mailboxes. Don't forget to get back to me please.
I can't forget you
this is a live session
Thanks for your patience
what I am going to need you to do is to make sure the Mail application is launched
then go up near the upper left corner of your screen and select the Mail name
then Preferences from the drop down list
once in Preference go to Accounts and let me know when you are there
I am there
ok, before I go further,
can you tell me if you have any mailboxes or smart mailboxes created within your Shaw email account?
within the Mac OS X Mail application's inbox I mean
I have some Mailboxes but no Smart mailboxes created.
thanks for confirming that
and within your Mac Mail Accounts view
do you see the correct incoming AND outgoing mail addresses for Shaw?
Yes - I do see the correct addresses for Shaw. As did Shaw when they checked this. They did not think it was their problem.
That is the funny part
I will tell you why
when it comes to incoming mail and outgoing mail server addresses
as long as the mail server addresses are correct from the mail service provider within a Mail client application like Mac OS X Mail
that means the issue does lie with the email service's mail servers
not your Mac
or the Mac OS X Mail application
So --- what now? Are you suggesting I go back to Shaw??
Not.. just yet
they just sent you seeking
I could not just do that without proving that this is a server side issue regarding their service for you
and I am not implying that they are wrong - it is just from my experience working with Mac Mail and email services, more times than not, what I mentioned above is the case
now if you would - and thanks for being so patient- I need to provide some steps for you to see if this is a Mac OS X mail issue
What I need you to do first is go to:
I want you to access the webmail version first because this is the direct link to Shaw's outgoing mail servers
then I want you to send an email from within your account to a different email account
this is a test to see if the direct web mail for Shaw's outgoing mail server works first
yes - it works sending from Shaw webmail. I sent two messages - both fine.
Ok in that case I want you to go back into Mail >Preferences >Accounts
and remove the Shaw email account
then press the "+" plus symbol below and re-add the email account right back into Mail
Then attempt to send out an email to a different account and check that account to see if it receives that email
I delete my email account (XXXXX@XXXXXX.XXX) and then type +XXXXX@XXXXXX.XXX?? Just checking.
sorry I cannot see your email as our service is set to automatically "X" out emails due to consideration of you privacy
because these chat sessions are used as information resources on the Internet via the search engines like Google, Yahoo! Bing and many other search engine
OK -- I understand. I wish we could be on the phone. This is so slow. I have taken out my email address and then typed it back in prefixed with the + sign. No luck. It doesn't send.
but we are only able to use chat and email services
I am sorry
You don't need to prefix the + sign
I misunderstood what you were asking
you go into the Accounts screen where you are click the + button at the bottom of the Accounts window
in order to re-add your same Shaw email
that is what I meant
sorry about that
OK -- I am trying to set up my new account. Do I delete the POP account I had previously?
If I delete the original POP account I will lose the contents of all my email folders and their contents. I don't want to do that unless ....
You want to start fresh re-entering the same email account ..
you did mention you had mailboxes - I stand corrected
OK will do.
In that case I want you to not remove the email
but instead, I want you to try another alternative step
is that ok?
I am in such a muddle now. I have deleted the original POP account. I have set up a new one (using the + at the bottom of the page). Shaw will not accept my new password (no explanation). What now?
That's ok - I am not going to leave you in a muddle
all of your emails are still on the Shaw server
so you are ok there
now in regards XXXXX XXXXX email account password
it is the same email that password XXXXX you were able to get into your webmail for Shaw?
It asked me to change my username and password. It seems to accept the new username but not the password. I could try to set it up again I suppose and try a different username and the same password?
There is nothing wrong with that as long as you are comfortable with doing so
Just keep me in the loop
I am not letting go of this case until you are able to send out mail as well as receive it from your Shaw account
I also understand why you are diligently working on this, because Mac OS X Mail like any email client makes it much easier to access mail accounts in one application, rather than going online via web mail all the time
I do the same thing--
I have also had to unfortunately do what you are doing now with some of my email accounts as well
and I don't have a Shaw account
so I understand the challenge you are having here
everything seems to be OK except that my new Pop account won't accept either my old password XXXXX a new one. Should I delete that second POP account and give it one more try?
What is all this costing me?
Nothing right now
and if this is NOT resolved
you are definitely able to get a refund
of your deposit
we do not get compensated unless you accept any of our answers
and right now that is the furthest thing from my tech mine
Should I try setting up a new POP account again. If that doesn't work I will call it off as this is so frustrating. I need to be able to talk to someone. We could be here til midnight. Where are you located?
I was about to ask you the same thing
I am in California- Pacific time
I am in Alberta, Western Canada.
what is your time zone in Alberta?
Mountain Standard -- it is 3:25pm - you are an hour behind us. Shall I try a new POP account?
Yes please do
And may I have the pleasure of your first name?
again I am Terry, Sr. Mac Support Specialist, glad to be assisting you here
Rita -- I am an old dude - 68! Generally I do OK with the tech stuff but this is really weird. I will have another go with a POP account. Thanks Terry.
Hi Rita- and it is MY pleasure to help you
I actually love working with my Sr. Customers even more because I have always been taught to respect AND take care of my elders in any capacity I can
so guess what?
You have this tech at your disposal!
who says being older does not come with benefits ;)
my wife is the same way I am
so I am not alone
so now getting back to your issue here Rita
this is not the first, or last send issue with Shaw's email system
I do not understand why it is so difficult when working with Mac systems
but Shaw has not been able to provide answers sufficient to resolve the matter - so that is why you are speaking to me
So tell me now Rita,
where are you in the process?
have you been able to access your email account yet?
I have tried setting up another POP account and again I cannot get it to accept a password. So I can't access anything. I will just try webmail again and see if that is still OK.
and I will also be mindful of your time here Rita
if this starts pushing over 30 more minutes
we can also reconvene again later
I don't want to burn you out on this issue
Webmail works. Sorry - but I am done for now. I can't stay online any longer. Thanks for trying.
would you like to continue with me tomorrow?
Perhaps I can provide some additional options, which may even work better than mac OS X Mail
like Thunderbird Mail Client for Mac
or Zimbra Desktop for Mac, to name a few
I have more options you and I can work to get you some peace on this issue
and I won't give up until you tell me to
Maybe. But I am out a lot. Vacation here for Canada Day. This mail software has worked for years. I'll see. Let me know how to contact you. Or whatever
just bookmark this page in your current web browser
that way, you can always come back to that bookmark and enter this session
even send a post to me and I will be alerted even if I am offline