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Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 19944
Experience:  5 years as Network Admin, 10+ years of IT support
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I've been having trouble accessing my email. I click on the

Customer Question

I've been having trouble accessing my email. I click on the (postage stamp) icon and nothing happens. I am able to get on the internet and to use Word, and access my files, but nothing moves when I click on "Mail."
JA: Just to clarify, what email service provider are you using?
Customer: TimeWarner
JA: Have you installed any updates recently?
Customer: No
JA: What troubleshooting have you tried?
Customer: I've turned off my computer--completely, a couple of times and after turning it on again, I was able to download my email, but that doesn't seem like a "healthy" way to get my email.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: I'm focusing only on my email right now.
Submitted: 10 months ago.
Category: Mac
Expert:  Josh replied 10 months ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Expert:  Josh replied 10 months ago.

Which Mac OSX do you have?

Customer: replied 10 months ago.
I don't know. I have an iMac, purchased in 2014
Expert:  Josh replied 10 months ago.

Click on the Apple icon in the top left corner of your screen. From there, you can click 'About this Mac'. You'll now see a window in the middle of your screen with information about the Mac you're using. Please provide me with the information there

Customer: replied 10 months ago.
No; I do not wish to do that.
Expert:  Josh replied 10 months ago.

Please ignore the auto-generated offer by our system.

Click on the Apple icon in the top left corner of your screen. From there, you can click 'About this Mac'. You'll now see a window in the middle of your screen with information about the Mac you're using. Please provide me with the information there

Customer: replied 10 months ago.
macOS Sierra
Expert:  Josh replied 10 months ago.

Thank you for confirming.

  1. Quit Mail (make sure there's no dot under the icon in the dock)
  2. Using the Go Menu, go here: /Users/[yourusername]/Library/Mail/V3/MailData -- replace [yourusername] with your actual username on the computer
  3. Locate all the "Envelope Index" files and trash them
  4. Start Mail Application
  5. Wait

Please let me know the results after performing the steps above

Expert:  Josh replied 10 months ago.

I am checking back up on you about your issue. If the issue is resolved or you do not need anymore help, please rate our session as 4 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.