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May i connect with you remotely to check and fix the issue directly? Thanks
Unfortunately; i cannot call as it will be too difficult to explain the steps over the phone. BUT if you want someone to call you then i can opt out of the questions. Other experts who may be able to call will then opt in but i cannot say when.
Okay. I will opt out and open the question to other experts.
If you want i can request your refund. However, without knowing why it is causing this there is no answer. It needs to be checked first. I can try to do that here; but i will need to ask you a few questions back and forth until it is fixed. This is the reason i offered remote so that i could connect, and fix it without asking you questions as it will take a long time and efforts.
However, since you want me to assist here, i would first like to know what is the message you get when you check the Connection Doctor for SMTP?
Are you able to login via the webmail and what are the exact outgoing settings for the email? This should be (smtp address, port, and ssl settings with the encryption type) accessed from preferences via outgoing settings.
please set a custom port as 587, re-enter your password ***** make sure it doesnt has the ssl / encryption option checked. Only authentication as password; and should have the username as the email address.
Is that the address it is sending from ? How many email accounts are configured on it? Can you send me a screen shot of the connection doctor?
I think it would be best if you connect me to her system so i can check the issue my self. Can we do that?
On her system; please go to www.logmein123.com and type the code: 110482 and then click Start Download; after you click Start Download - it will download a program called support-logmeinrescue - double click on it and then open it.
Go to Applications / Utilities and open Keychain Access search for her login for that account and delete it then the next time it asks for the password ***** the box to remember in keychain and type it in again.