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Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 30207
Experience:  IT Engineer for over 15 years
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I am on MAC OS X 10.7.5 having problems with one email

Customer Question

I am on MAC OS X 10.7.5 having problems with one email account not receiving emails since 3 am. all settings are ok. emails look like they are downloading, says incoming 64 and still no emails other email accounts are fine
JA: Just to clarify, what's the model of your Mac, and what operating system are you running?
Customer: MAC OS X 10.7.5 Old Mac 2 x 2.66 GHZ Dual Core Intell Mac Pro
JA: Have you installed any updates recently?
Customer: no
JA: What troubleshooting have you tried?
Customer: taken offline all back on, restarted, then reset PRAM
JA: Anything else you want the Mac expert to know before I connect you?
Customer: how much will this cost me
JA: I'm not sure of the exact price, but there's only a $5 deposit. The rest of the price information will be on the page I send you to.
Customer: ok, but I am not getting email
Submitted: 15 days ago.
Category: Mac
Expert:  Richard replied 15 days ago.

Hi there and welcome

Can you tell me please to which email service it is connecting to?

Customer: replied 15 days ago.
Customer: replied 15 days ago.
Customer: replied 15 days ago.
no secure remote assistance yet, let's see if we can fix it,
Expert:  Richard replied 15 days ago.

Can you click on my link below please and tell me if you can sign into your account there?

Customer: replied 15 days ago.
my emails are coming through fine through Xfinity and also on my cell phone
Customer: replied 15 days ago.
the other comcast. emails are fine also in my MAIL app on the computer. their is only one, my main one I use, giving me problems
Expert:  Richard replied 15 days ago.


select the mailbox with the issue and click on the Mailbox menu. At the bottom of the pane choose the Rebuild option. If you have a large mailbox, you can expect the process to take a few hours.

Then tell me if they are received please.

Customer: replied 15 days ago.
Ok when it's done will I be able to get you back on here?
Expert:  Richard replied 15 days ago.

yes, either send me a message or rate my service please if it is resolved.

Customer: replied 15 days ago.
Will I lose my emails?
Expert:  Richard replied 15 days ago.


Expert:  Richard replied 15 days ago.

but they also on the server anyway which is why we checked

Customer: replied 15 days ago.
Ok thank you.
Expert:  Richard replied 15 days ago.

you're welcome

Customer: replied 15 days ago.
Ok still no emails after 3 am it looks like they are trying to come in but then there is nothing
Expert:  Richard replied 15 days ago.

has the rebuild completed?

Customer: replied 15 days ago.
Customer: replied 15 days ago.
Expert:  Richard replied 15 days ago.

Look in the bottom left or right, do you see an error message when it tries to send and receive?

Customer: replied 15 days ago.
No error message, it actually says incoming messages (the number keeps increasing) and the blue bar shod them coming in
Expert:  Richard replied 15 days ago.

Power off the mac

Then start the Mac and hold down the Command and R keys at startup.

Hold these keys until the Apple logo appears. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window

choose Disk Utility from the Utilities window, or from the Installer menu if you're started from an installation disc.

Click the First Aid tab.

Click the disclosure triangle to the left of the hard drive icon to display the names of your hard disk volumes and partitions.

Select your Startup Disk (usually named "Macintosh HD").

Click Repair. Disk Utility checks and repairs the disk.

Let this complete and when it has, tell me if you still have the problem please.

Customer: replied 15 days ago.
I have a graphics job to get out and that will shut my computer down. I will work on this as soon as I can. Deadlines are past due
Expert:  Richard replied 15 days ago.

ok, let me know then the results please.

Customer: replied 15 days ago.
see screen shot. I did exactly what it said and it was a message that was over 18MB that had bottlenecked all my emails from that account. So I did what screenshot did, waiting over an hour for some old emails still on server that never downloaded apparently plus some new ones, newest one being one sent after midnight last night from someone and it was so large. deleted and problem solved