Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

This answer was rated:

It appears there is a problem to do with iCloud with

It appears there is...

It appears there is a problem to do with iCloud with messages being sent back and forth on a duplicated basis. i have spent over 2 hrs with Apple who suggest there is problem with "spooling" and I should contact you. I don't know what spooling is. Can you assist me please because it is costing me over $160 on my November Telstra account?

Technician's Assistant: What kind of Apple device do you have? What Operating System (OS) are you running?

An Apple Mac Air. Running on Apple Mail system.

Technician's Assistant: How long has this been going on with your Mac? What have you tried so far?

It looks as thought the problem started back in January this year as evidenced by my phone bill.

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

Not really, only want the downloading problem to be rectified.

Show More
Show Less
Ask Your Own Mac Question
Answered in 17 minutes by:
11/23/2017
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,720
Experience: Training and Development at Scientifically Speaking
Verified

Hi! I am Justin. Let me take a chance to look over your question. If you have any additional details please type it in and hit the reply to expert button.

Ask Your Own Mac Question

That is odd that Apple could not help you with this. When I worked for Apple I solved this for many people.

You need to sign out of all devices and sign back in. This will resolve the issue. You will need to sign out of only iMessage.

Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,720
Experience: Training and Development at Scientifically Speaking
Verified
Justin Johnson and 87 other Mac Specialists are ready to help you
Ask your own question now
Customer reply replied 9 months ago
I don't understand what spooling is but the problem seems to be iCloud is deciding randomly to send all the data held in the cloud back to me, then someway through this process it aborts. However Telstra is charging me for the data sent each time, which can be many times a day. This past month I was charged for 47GB.
Customer reply replied 9 months ago
Apple did this - sign out of the device - with me and it didn't work.
Customer reply replied 9 months ago
Can you clean out everything in my iCloud account so there is nothing there and then disconnect me completely from iCloud. If this works, my cost problem will be identified. If, then i can reconnect say in 4 weeks time with hopefully a perfect result?

Spooling it a BS term. So you are saying all of your devices that receive iMessages were signed out and signed back in and you kept getting repeats afterwards?

Ask Your Own Mac Question
Customer reply replied 9 months ago
The only device signed out/back in was the Mac Air, and this in the internet account that Telstra is monitoring for the additional data charges. We have 2 mobiles but they are not connected to the internet.

Anything that is signed in to the affected account needs to be signed out of and signed back in in iMessages. Did you do that?

Ask Your Own Mac Question
Customer reply replied 9 months ago
Sorry Justin, it was a 2 hr session with Apple trying all sorts of things. The techo signed in to my screen and directed everything.
I don't remember us going into iMessages, but can't be sure.
Customer reply replied 9 months ago
Let's proceed on the basis that Apple did not do with me what you think we should do now?
Customer reply replied 9 months ago
Justin, I'm getting emails from you but no latest response is appearing on the chat file.
Customer reply replied 9 months ago
I seem to have lost contact with you.
Customer reply replied 8 months ago
I have had further discussion with both Apple and Telstra techs since my initial contact with ***** ***** that disconnected before we had got to the core of my problem which is ........there is a gremlin of sorts in the system - Apple says it appears to be in the Gmail system - where virtually every day I use the computer it triggers an unwanted download of all my emails since going on to Gmail. When I send new emails it appears to stop the download and shows in the bottom left hand scorner of the screen the number of actual downloads out of ~ 3900. The downloads are measured by Telstra and substantially inflate data usage. This happens virtually every day. Because the download isn't completed, it starts up again and the data counted a second, third, fourth time, and so on.
I was referred to the Apple shift supervisor on 26 July who came on line with me and he prompted me on a number of procedures over a period of 1 hr and along the way he disconnected a Gmail application which is possibly the problem. After doing so, the Gmail system stopped repeating the email downloads.
Now it is not conclusive yet but looks very promising. I have checked with Telstra today and they advise the following data usage over the past 4 days. 24 July 4457MB, 25 July zero, 26 July 3122MB, 27 July 13 MB. It looks like I have be overcharged for ~7GB involving 2 days.
Unfortunately I cannot remember what exactly he disconnected, but what gave him the clue was that it was not connected on his personal Mac. I am to wait another 2-3 days then get the daily data usage from Telstra to confirm whether the cause has been correctly identified. Whichever outcome, I will keep you informed. If the problem still exists I will need your assistance to solve it. I think iCloud is involved somewhere along the line. This was definitely cut off during the long list of "what ifs" addressed.
Regards, Bruce ************

My apologies. I took some time off. I am back online. Would you like to continue now?

Ask Your Own Mac Question
Customer reply replied 8 months ago
Sorry, I have been indisposed in hospital these past 3 days and unable to communicate with you. I can chat on line now.

Are all your devices still acting weird?

Ask Your Own Mac Question
Customer reply replied 8 months ago
No, the internet is only connected to my Mac Air. The other devices have been unaffected. For billing, I have an aggregated data allocation involving all devices. 15GB for the Mac, %Gb each for 2 mobiles and !gb on a tablet, making 31GB in total. However Telstra says that over 90% of the data related to email and it has been discovered that the system is trying to download ~3900 emails numerous times a day, and this is being metered as Data. 47GB last month against allocation 31GB.
i have yet to confirm the latest data usage with Telstra. I will do that today. However it is possible that the adjustment implemented with Apple which ostensibly turned off some application to do with Gmail/iCloud had hd an effect.
Customer reply replied 8 months ago
Justin, contact with you is not working. We are getting nowhere. I believe I have an iCloud problem that will need Gmail assistance to rectify.
Can you contact me by phone please? My number is(###) ###-#### At an approx pre-determined time to talk my problem through??
If you aren't the right person to deal with an iCloud or system problem at Gmail, should you pass me to the appropriate person?
Customer reply replied 8 months ago
Hi Justin,I am currently at my desk and will be so for the most part of today.
I find the Just Answer chat system doesn’t work for me. Can we communicate by email or over the phone please? My mobile is 0429 393 195.This is where we are at. Apple have disconnected iCloud on my Mac and as a consequence I cannot receive the unwanted downloads that are boosting my data usage to massive levels. One problem solved. However it means I cannot use iCloud at all unless Google/Gmail can find out what is setting off the downloads, and rectify it. This is where I need your help. Apple have run a check on all the settings on my Mac, and everything seems to be working properly from their perspective.Can you inform me what normally activates a download required from iCloud? Is it possible it can only happen with a command from the Apple operating system? When I make a request on my Mac to download something, do I have to physically go through the Google website? Do you have any thoughts on how we can deal with my problem?Can we have a chat today after 1pm EDST re these questions please?Kind regards, ***** *****

You have written a lot of words that come together in a lot of not explaining your issue.

iCloud and Google are not the same at all. Why do you feel as though they are linked?

Ask Your Own Mac Question
Customer reply replied 8 months ago
I have been told that Google and iCloud are both owned by Microsoft. If that's wrong or irrelevant let me know. I am looking for a solution - how to stop emails being downloaded from iCloud when not physically requested by me. If I shouldn't be talking to you, who would you suggest holds the keys to my request?

So wrong.

Google is google and iCloud is Apple

Ask Your Own Mac Question

It sounds like you just need to disable push and turn fetch on. This will only fetch mail when you want to get it.

Ask Your Own Mac Question
Customer reply replied 8 months ago
How do I do that? What are the steps?

We need to do it by device. Which device would you like to start with?

Ask Your Own Mac Question
Customer reply replied 8 months ago
The Mac Air.
Customer reply replied 8 months ago
Justin,
Reference emaIL 9/12 from James at Customer Service.
If I still need assistance with the issue/problem i will come back to you by the end of the month.
Regards, *****

Sorry for the delay. I am back in the office. Are you still looking for assistance?

Ask Your Own Mac Question
Was this answer helpful?

How JustAnswer works

step-image
Describe your issueThe assistant will guide you
step-image
Chat 1:1 with a mac support specialistLicensed Experts are available 24/7
step-image
100% satisfaction guaranteeGet all the answers you need
Ask Justin Johnson Your Own Question
Justin Johnson
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,720
2,720 Satisfied Customers
Experience: Training and Development at Scientifically Speaking

Justin Johnson is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,567 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,495 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Apple Consultant

2,386 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,641 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
I opened Pages, and all my files are missing. They aren't on
I opened Pages, and all my files are missing. They aren't on my device, or in icloud, or in recently deleted. … read more
Justin Johnson
Justin Johnson
Mac Genius
2,720 satisfied customers
I have an Apple iPad Air 2. I want to delete photos from my
Hello. I have an Apple iPad Air 2. I want to delete photos from my library, but have the same photo remain in the Album. Can this be done? … read more
Justin Johnson
Justin Johnson
Mac Genius
2,720 satisfied customers
My Apple ID was turned off. I tried to reset it, but it
My Apple ID was turned off. I tried to reset it, but it still doesn't work … read more
Josh
Josh
It Support Specialist
Associate Degree
5,160 satisfied customers
I have an MacBook Pro, iPad and iPhone. I have troubles in
I have troubles in receiving emails. Usually coming to the phone and iPad but not to the MacBook, which is difficult as my printer is attached to the MacBook. Could it be a wrong setting? … read more
Jason Jones
Jason Jones
AAS Information Technology
6,329 satisfied customers
I just got the iPhone 7 and waited an hour for the
I just got the iPhone 7 and waited an hour for the consultant to move absolutely everything over from my 6 to the 7 and I just plugged it into my Mac and it restored it to the 5th of January. Ive lost… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
I have photos in iPhotos and Photos. I have just deleted
I have photos in iPhotos and Photos. I have just deleted many duplicates and would like to move my iPhone Library to Photos. … read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
Third attempt! I have a MacBook Air. I use gmail for
Third attempt! I have a MacBook Air. I use gmail for internet. My messages to a lady in china are blocked. Can Apple email get my messages through? Does the lady need to have an Apple computer? … read more
Jon
Jon
Bachelors Degree
735 satisfied customers
I am only using an IPad. I am having trouble with my emails.
I am only using an IPad. I am having trouble with my emails. I worked with Apple yesterday. They deleted everything and started over. I received an email from Microsoft saying that some of the titles … read more
Jay D
Jay D
Bachelor of Science
501 satisfied customers
I want to remove the photos from my icloud account to my
I want to remove the photos from my icloud account to my hard drive, and free up space in my icloud. I want to remove them in bulk. I seem to be able to download them only one at a time.… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
I have an apple 5 phone. When I tried to download the new
I have an apple 5 phone. When I tried to download the new operating system the phone seemed to go into a loop, with the Apple logo appearing then the screen going blank. Now all that is on the screen … read more
Cris
Cris
62 satisfied customers
All is well, I am looking to send a 'respondable' invitation
Hi! All is well, I am looking to send a 'respondable' invitation to someone using my iPhone. I thought the Calendar app would enable this, but all I can do from the iPhone Calendar app is send an emai… read more
Josh
Josh
It Support Specialist
Associate Degree
5,160 satisfied customers
I usually don't turn my Macbook Air off but just now, i did.
i usually don't turn my Macbook Air off but just now, i did. and now my Outlook for Mac is not able to access my datafile. it has this message.… read more
Mike
Mike
Mac Medic
Some college
8,567 satisfied customers
Thanks! since two days I cannot move mails to the trash. I
since two days I cannot move mails to the trash. I received a message telling me about some "partition error". at the same time I realized that I am not receiving emails to this account. But I can send. Sent messages are received at destination, but does not appear in sent folder. … read more
Jason Jones
Jason Jones
AAS Information Technology
6,329 satisfied customers
Hi, I'm now using iCloud on a Mac, Mac laptop, iPad and iPhone
Hi, I'm now using iCloud on a Mac, Mac laptop, iPad and iPhone 6. I don't remember my .me or .mac passwords since those accounts are never used by me. I'd really like to delete them! I've changed my A… read more
Mike
Mike
Mac Medic
Some college
8,567 satisfied customers
I firmly believe my Mac has been hacked. For the last few
I firmly believe my Mac has been hacked. For the last few months I have been having weird screen and typing issues (which I have documented in screen shots), and when I took it to the Mac store they c… read more
James
James
Network & System Administrator
Bachelor\u0027s Degree
9,067 satisfied customers
Hi. My mac wont let me change my apple ID. Ive tried signing
Hi. My mac wont let me change my apple ID. I've tried signing out and in again but it says it will delete all my contacts. I've done this on my iphone and ipad and its deleted all my contacts so I onl… read more
Vinod Menon
Vinod Menon
Support Specialist
Master's Degree
2,495 satisfied customers
I just converted over to ICloud and my Iphone, Ipad and MacBook
I just converted over to ICloud and my Iphone, Ipad and MacBook Pro will not sync their calendars. How do I do this?… read more
John T. F.
John T. F.
Apple Consultant
Two Decades Field Experience
2,386 satisfied customers
I spent 3 hours in the Apple Store yesterday and the Genius
I spent 3 hours in the Apple Store yesterday and the Genius Bar could not solve my iWeb problem: my iWeb changes WILL NOT POST TO THE WEB. They sent me to Joseph, online at Express Lane, and he though… read more
robgranholm
robgranholm
IT Administrator and Support
Bachelor\u0027s Degree
687 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x