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I can get my e-mail on my computer, but it stopped working

Customer Question
on my iPhone and ipad...
I can get my e-mail on my computer, but it stopped working on my iPhone and ipad. I get an invalid imap password *****
JA: What's the make/model of your device? How old is it?
Customer: apple iPhone 5
JA: How long has this been going on? What troubleshooting have you tried?
Customer: about a month. Tried changing my password ***** my computer and then trying to access Then I deleted my account on my iPhone and tried to set it up again. It wants an imap and smtp password. I only know mine, not sure if it's incoming or outgoing mail server
JA: Anything else you want the electronics expert to know before I connect you?
Customer: No
Submitted: 4 months ago.Category: Consumer Electronics
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Answered in 1 minute by:
7/14/2017
Electronics Technician: Jason Jones,
 replied 4 months ago
Jason Jones
Category: Consumer Electronics
Satisfied Customers: 16,916
Experience: IT Consultant at Myself
Verified

Hello,
I am the person that will be helping you today.

May I connect with you remotely on your computer so that we can troubleshoot the issue directly and get the account working on your iPad and iPhone?

Thank you,
Jason

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Customer reply replied 4 months ago
I'm not comfortable with that. Why do you need access to my computer? All I need is Comcast's e-mail password ***** imap.
Customer reply replied 4 months ago
Don't want a call.
Electronics Technician: Jason Jones,
 replied 4 months ago

I understand. More often than not, people prefer the remote session. We can forget about that.

Your Comcast IMAP email password ***** be your Email password ***** you have App Specific Passwords setup.

You can ignore the call offer too, if you wish.

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Electronics Technician: Jason Jones,
 replied 4 months ago

Do you have App Specific Passwords setup on your account?

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Customer reply replied 4 months ago
how would I know. I don't think so. The set up wants an imap and and smtp password. I've used my e-mail password ***** both but it say imap error.
Electronics Technician: Jason Jones,
 replied 4 months ago

It may be that your IMAP settings are not correct. Which incoming server are you using for the IMAP server and which port are you using?

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Customer reply replied 4 months ago
I don't know how to check that.
Electronics Technician: Jason Jones,
 replied 4 months ago

Look at the email setup on the iPhone or iPad. The servers will be listed there.

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Electronics Technician: Jason Jones,
 replied 4 months ago

On the device, do the following:

- Tap Settings

- Tap Mail, Contacts, Calendars

- Tap your Comcast account

- On that page, what is listed for the server, for the port, and is SSL enabled?

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Customer reply replied 4 months ago
My Mail setting is just mail/contacts&calendars are separate. it list Accounts and the message list Prwview, show to/cc labels swipe options etc. Then messages and some options then threading and some options, composing and options.
Customer reply replied 4 months ago
If I select accounts is just show the icloud and add account. I've been trying to add which is where I'm getting the error
Electronics Technician: Jason Jones,
 replied 4 months ago

Okay. Choose "Add Account" and then choose to add it manually.

Enter the following values:

  • Choose to use the IMAP protocol.
  • Incoming Mail Server Name: imap.comcast.net
  • Incoming Mail Server Port Number:
    • Recommended: 993 with SSL ON
    • Only if Needed: 143 with SSL ON
  • Outgoing Mail Server Name: smtp.comcast.net
  • Outgoing Mail Server Port Number:
    • Recommended: 587 (SMTP)
    • Only if Needed: 465 (SMTPS)
  • SSL Encryption: checked
    • Enter your email address as the username and enter your password.

After that is complete, does it work?

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Customer reply replied 4 months ago
I don't seem to have an option to add manually. When I enter my acct name and password ***** starts verifying and I get imap.comcast.net is incorrect. I didn't delete my e-mail on my ipad. It shows host smtp.comcast.net Server is On. Can't see password, use SSL is on, server port is 465. If I click on password ***** show MD5 challenge-response, NTLM and HTTP MD5 digest. I don't see IMPA info.
Electronics Technician: Jason Jones,
 replied 4 months ago

I am out of time today.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

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Electronics Technician: Josh, Technician replied 4 months ago
Josh
Josh, Technician
Category: Consumer Electronics
Satisfied Customers: 20,743
Experience: 10+ years
Verified

I apologize for the long wait.

Do you still need help with your issue?

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Customer reply replied 4 months ago
Issue stands per last reply
Electronics Technician: Josh, Technician replied 4 months ago

What is the exact error message that you see?

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Customer reply replied 4 months ago
IMAP password ***** ***** valid
Customer reply replied 4 months ago
Or username
Electronics Technician: Josh, Technician replied 4 months ago

Are you entering the full email address for the username?

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Customer reply replied 4 months ago
I changed password ***** laptop email to ensure I had the correct password.
Electronics Technician: Josh, Technician replied 4 months ago

Do you have 2-step verification turned on?

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Customer reply replied 4 months ago
Do you mean for iPhone or email? I don't think I do for either.
Electronics Technician: Josh, Technician replied 4 months ago

Please call 1-***-***-**** and they can look to see if you have 2-step verification turned on and guide you through the process.

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Customer reply replied 4 months ago
Who am I calling? Comcast or apple/other?
Electronics Technician: Josh, Technician replied 4 months ago

Comcast/Xfinity

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Customer reply replied 4 months ago
I do not have 2 step. They also could not determine issue.
Electronics Technician: Josh, Technician replied 4 months ago

If they could not determine the issue then I am out of ideas.

I will be opt so that another expert can help you.

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Customer reply replied 4 months ago
Don't bother!
Electronics Technician: Josh, Technician replied 4 months ago

Okay, thank you.

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Josh
Josh
Josh, Technician
Category: Consumer Electronics
Satisfied Customers: 20,743
20,743 Satisfied Customers
Experience: 10+ years

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