Broadband and Email Problems

Broadband and Email Problems

We work will all broadband providers to get you on-line again as quickly as possible.

We work with Eircom, Vodafone, Magnet, Clearwire, UPC, Smart, Digiweb, 02 and Imagine.

Typical broadband problems we can help with include:

  • All your systems have lost access to the internet.
  • Just one of your computers has lost access to the internet.
  • You can connect successfully but a small percentage of sites cannot be accessed.
  • You have intermittent access to the internet.
  • Your modem / router is not showing the usual light sequence on its front panel.
  • You have been told by your internet service provider that the problem is with your computer and not with the connection.

Tips for Troubleshooting Broadband Connections

1) Do you get a solid green DSL light on your modem? A solid green DSL light usually indicates broadband is reaching your modem.

2) If you have a DSL light but still no connection, try using a paperclip to press the reset button. (This is usually a small recessed button at the back of your modem.)

3) Temporarily disable any anti-virus or firewall software that might be blocking your connection.

4) Make sure that "power management" feature of your network card is disabled.

5) Make sure your network card settings are correct. If your network uses a static IP, the IP address and DNS server information must be configured as specified by your ISP or network workgroup/domain. (If your network uses DHCP, all of these will be picked up by your system automatically.)

Email Problems and Solutions (Outlook, iPhone etc)

Broadband and Email Problems

Outlook (2011 and 2016) for Mac – Problems and Fixes

Every time I reply to or create a new message in Outlook 2010, it crashes?

This can be the result of a corrupt email store folder. Alternatively, Outlook may be pointing towards a non-existent folder to save email. Create a new store folder for Outlook or make sure that your

Outlook 2010 crashes when starting up?

This can usually be remedied by performing a repair install of Microsoft Office 2010. However, in some circumstances it can be indicative of other issues wth your system such as a failing hard disk drive or defective RAM.

Outlook 2013 crashes when printing to my HP printer

This type of problem is often caused by a corrupt printer driver. Uninstall the driver, download the latest version from the HP website and this should resolve your problem! If you’re using a 64-bit operating system, make sure that you’re using the correct 64-bit printer driver.

I’m using Sierra OS. I can receive emails in Outlook fine but the body of the email is missing, how do I fix this?

This can happen if your default email reader is set incorrectly in Mac Mail. To resolve this, open up Mac Mail, go to Preferences > General. Where it says “Default Email Reader” change it to “Microsoft Outlook”.

The email search function in Outlook 2016 is not working? How do I fix this?

Make sure you’re running the latest version of Office 2016. If updating Office does not work, you will have to dig a little deeper. For example, re-indexing your Microsoft User Data folder using Spotlight. If this proves unfruitful, try resetting Spotlight index using Terminal. The commands are :

sudo mdutil -E/

Then you will be asked for your password. Press Enter followed by the command:

sudo mdutil -i on /

If this does not work, your next best option might be to rebuild your Outlook database file.

If an Outlook data file rebuild is needed, make sure you perform a backup first.

I have emails stuck in my Outlook 2011 outbox? How do I send these?

From the Outlook menu, select “offline”. Then close Outlook. Once Outlook 2011 has restarted, bring it “online” again. Then re-try sending your stuck emails.

Gmail in Outlook Problems and Fixes

I have Gmail setup in Outlook 2016 for Mac but each time I check for new email, it wants to download hundreds of old emails messages?

Login to your Gmail account. Go to Settings > POP / IMAP. Here you can limit the amount of emails which Outlook will attempt to download from the server.

I’ve just setup my Gmail account in Outlook 2016, I think all the settings are correct. However, I still cannot send or receive any emails?

First of all, make sure that your Gmail is configured correctly sync with Outlook. Then double-check all mail server and authentication settings in Outlook.

For manual set-up, your settings should include:

screen name box = use full email address

Under "more settings" use:

Tab-outgoing server, put a check in the top box.
Tab-Advanced, incoming: 995 and check SSL.
Outgoing, select SSL, then type 465.

Gmail in (Apple) Mac Mail Problems and Fixes

Using Mac Mail (Mail app) for accessing Gmail is a very common setup used by millions of Apple users. However, sometimes Gmail may stop working properly with Mac Mail resulting in emails not being sent or received. Below are some Gmail support questions which we get asked frequently. We hope they are useful to you in solving your Gmail problems.

Mac Mail is not accepting my Gmail password?

Make sure that your password is correct by logging into your Gmail account directly via your web browser. If your Gmail password is correct but it is still getting rejected, go to your Gmail account settings and make sure it is configured to allow access for less secure apps. Once this setting has been changes your Gmail password should work with Mac Mail.

Every time I try to access my Mac Mail, I receive the message “Mail can’t connect to the Google account Gmail”?

This can occur if your Keychain data is corrupted. Or, it can occur if you have “two-factor authentication” configured in your account.

My Gmail in Mac Mail is offline. How do I get it online again?

Gmail uses Internet Message Access Protocol (IMAP) for sending and receiving email. It’s incoming mail server should be configured as imap.gmail.com. SSL is required and it used port 993. For outbound email Gmail uses smtp.gmail.com. SSL and TLS is required. The SSL port is 465 or if TLS/STARTTS is used the port number is 587.

I have two email addresses setup in Mac Mail. However, when I send an email, it always sends from my main Gmail account and does not present the option to send from my other email account?

Open your Mac Mail. Go to Mail menu > Preferences > Accounts, select your Gmail account, then "Account Information" tab. Click the drop-down for Email Addresses, choose "Edit Email Addresses". When you restart Mac Mail, the two Gmail accounts should in the “from” menu.

I cannot receive email from my Gmail account in Mac Mail. Each time I open the application I receive the error message “Mail could not be received at this time”.

Sometimes Gmail security features will restrict access to Mac Mail accessing its servers. To remedy this problem, you need to login to your Gmail account settings and give Mac Mail permission to access Gmail.

Mac Mail Problems and Fixes

Mac Mail is crashing when opening. How do I stop this?

There are many reasons why your Mac Mail might be crashing when opening. However, there are a number of possible solutions.

  1. Make sure that you’re using the latest version of Mail.app.
  2. Try deleting Mail Save State files. These can be found here: ~/Library/Containers/com.apple.mail/Data/Library/Save Application State/ com.apple.mail.savedState
  3. Try un-installing plug-ins.
  4. Try re-indexing your mail box.
  5. Try booting your Mac into Safe Mode and then restart Mail.

My Mac Mail keeps on asking me to enter a password for Gmail. A dialog box pops up with the message “Enter Password for Account Gmail” How do I fix that?

A dialog box repeatedly asking for emails passwords can be very annoying. This can sometimes occur if the password stored in your Keychain is incorrect. If so, the fix is simple. In the dialog box, make sure that the checkbox “remember my password in my keychain” is ticked. If this doesn’t work and you’re certain your password is correct, you might have to manually re-enter it in Mac Mail settings. Go to Preferences > Accounts > select relevant email account from left hand column. Then under Account Information, delete the password and re-enter it, not forgetting to click on Save when exiting Preferences.

On my new Mac, I recently switched over to a newer version of Mail. But each time I want to view older messages I have to scroll down endlessly?

This can happen if you’re not using the “classic view” in Mail. To change this, go to Preferences > Viewing and click to check “use classic layout”.

I’m using Mac Mail but no email attachments are showing?

Mac Mail no longer showing attachments can usually be fixed by rebuilding your mailbox.

How do I backup my contacts from Mail onto a USB stick?

Open the Contacts app from your Applications folder or using Spotlight. Select “All Contacts”. Then go to File and select Export > Export vCard. You can now save this file to your USB memory stick.

My Mail App attachments are only showing as thumbnails. I would like to see a preview of attachments before opening them? How do I configure this?

You will need to use Terminal to enable this. Go to Terminal and use following the command line:

defaults write com.apple.mail DisableInlineAttachmentViewing -bool false

which should restore Mac Mail Preview functionality for you.

I keep on getting the error message “The application Mail quit unexpectedly”

To solve this problem, you need to re-index your inbox.

How do I remove an old email account from Mail app?

Open Mail > Preferences > click on Accounts. Select the account you wish to remove and then press the minus sign button.

Using Mac Mail, I can’t search for old emails which is very annoying! How do I fix this?

This problem can normally be resolved by rebuilding the indexes of your email store. To perform this, navigate to Library/Mail/V2/MailData. Then delete every file which begins with “Envelope Index”.

My Mac Mail can receive email but cannot send?

Go to Mail > Preferences > Accounts > select the problematic account. Once selected, make sure it is not using an SMTP server which has status “offline”.

I use Mac Mail but when I send email to a recipient using Windows, they see a Times New Roman font of varying sizes – totally different to the format of my original message. This can sometimes look unprofessional. How do I change the default font in Mac Mail?

To make your emails appear in a more consistent typeface, you can download the Universal Mailer plugin for Mail. It correctly formats messages Mail app messages in a more Windows-friendly way and offers an option to set a default font for outgoing messages.

Mac Mail gets stuck at “downloading messages”?

This problem can sometimes be caused by a malformed email messages. To fix this you can go to Terminal and run the following command:

cd ~/Library/Mail/V4/MailData

rm -rf Envelope\ Index*

rm -rf ExternalUpdates.storedata*

Then restart Mac Mail.

I cannot add a new Gmail address in Mac Mail?

This problem usually occurs because Gmail’s two-step verification is blocking the addition of a new application trying to access it. Make sure that you’re using the verification code from Gmail instead of your normal Gmail password. Once you’ve entered the correct code, your Gmail account should now successfully sync with Mail.

I can receive but cannot send email in Mac Mail?

This is usually caused by a missing password or a misconfigured SMTP or IMAP settings in your Mac Mail client. Alternatively, your authentication or ports settings might be incorrect.

I switched over to a new broadband provider (Virgin Media) but now I can’t send any email from my eircom.net account in Mail app?

You need to configure your SMTP settings to work with Virgin Media. The SMTP server for Virgin Media is smtp.virginmediamail.ie

Ever since switching to Three Ireland broadband, I cannot send any email using Mail.app?

Make sure that your SMTP server is configured to connect with mail-relay.3ireland.ie.

When I try to send email using Gmail I get the message “Cannot send message using the server Gmail” and some of my email accounts will appear as “offline”?

Check that all password boxes are filled correctly for IMAP and SMTP. Secondly, check that your Gmail account settings are correct. Typically, Gmail account settings are:

server name: smtp.gmail.com
Port: 587
SSL: checked

I’ve upgraded to a newer version of OS X but now I can’t open Mail. The message “You can’t use this version of Mail with this version of Mac OS X” appears. How do I fix this?

It is possible that you’re accessing Mail from the Dock but it’s icon is linking to an older version of Mail. To fix this, go to your Applications and drag the Mail icon from there to your Dock. That should refresh the association between the icon and application whilst hopefully fixing your problem!

Mac Mail is reporting that “authentication failed”. My account is Yahoo email. How do I fix this?

Yahoo email uses IMAP. Make sure that all your Yahoo IMAP settings are correct. They should be:

Yahoo IMAP incoming mail server: imap.mail.yahoo.com (port 993, requires SSL)
Yahoo SMTP outgoing mail server: smtp.mail.yahoo.com (port 465 or 587, requires SSL)

I updated my operating system to OS X 10.12.5 but now Mail app is unable to send email?

Sometimes OS X upgrades can interfere with Mail app settings. One common cause for Mail app not working after an OS upgrade is SMTP authentication settings getting misconfigured. To remedy this, go to Mail.app. Go to your SMTP account settings. Click on the Advanced tab and change the authentication method to “password”. Also make sure that your full email address is listed as your username and re-enter your password into the password box.

Mac Mail keeps on freezing on me, how do I stop this?

There could be many reasons why your Mail app is freezing on you. There might be a problem with your hard disk, RAM, the operating system or the application itself. But an easier solution to try first might be to Trash your SavedState folder which might have gone corrupt. From Finder, go to Library > Containers > com.apple.mail > Data > Library > Saved Application State and move the folder called com.apple.mail.savedState to the trash.

How do I get .JPEG files to appear as separate attachments and not embedded in the body of the email?

When Mac Mail is open go to the “Edit” menu. Then choose “Attachments”. Make sure that “Always send Windows-friendly attachments” is ticked.

Apple Mail will not open for me?

This can sometimes occur if your Apple Mail application is corrupted. To fix this, go to Terminal and type the following:

 /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/LaunchS ervices.framework/Versions/A/Support/lsregister -kill -r -all local,system,user

This should reset LaunchServices needed to start Outlook.

Mac Mail is running very slow. How can I make it go faster?

Your Mac Mail might be slow for a number of reasons. However, a quick fix might be to tweak your Mailbox Behavior settings. From the Mail menu, go to Preferences > Accounts > Mailbox Behaviours. There are a number of settings which you can check.

Store draft messages on the server > make sure it is unchecked

Store sent messages on the server > make sure it is unchecked

Store junk messages on the server > checked Delete junk messages when > set to “Never”

Move deleted messages to the Trash mailbox > leave unchecked Store deleted messages on the server > keep unchecked

Eir (Eircom) Email Problems and Solutions

Previously, my ISP was Eir but since I’ve changed over to Vodafone I cannot send out email using Outlook?

This is because your Outlook is probably using still using the old SMTP settings for Eir. Your Outlook settings need to be reconfigured to work with Vodafone.

I am not receiving any new emails from my eircom.net account using Mac Mail?

Your inability to receive emails from your eircom.net email could be attributed to incorrect POP server or authentication settings. Alternatively your Mail app might be corrupt.

Every time I try to send an email from my eircom.net account using Outlook I get the message “Cloudmark Gateway ESMTP server temporarily not available”?

This can be an extremely annoying problem for some Eir users. It can be caused by some over-zealous security settings on Eir’s spam filters. One workaround to this problem is to use a third-party SMTP server.

What are the POP and SMTP servers for Eir email?

They are: mail1.eircom.net for POP3 and mail1.eircom.net for SMTP (assuming that your broadband provider is Eir).

Office 365 Error Messages

When I try to send an email I get the message “Synchronizing subscribed folders for username@myemaildomain.com reported error 0 x 80048002: This task was canceled before it was completed”. How do I fix this?

To remedy this problem. Follow the steps below.

  1. Go to File > Options > Advanced > Send and Receive section >
  2. Click on the Edit button
  3. Un-select the tick box beside “get folder unread count for subscribed folders”
  4. Under Received mail items, tick the box “use the custom behaviour defined below”
  5. In the folder display window, make sure that only “inbox” is ticked.
  6. Click ok and exit the application.

Other Email Problems and Fixes

When I try to open up a http link from Outlook, I get the error message “General failure. The URL http://www.examplewebsite.com. Application not found”. How do I fix this Outlook problem?

The simplest way to fix this problem is to make sure that your browser is set as the default browser. For example, to make Chrome your default browser. Click on the Menu button (3 horizontal lines), followed by Settings, then go to Default Browser and select “Make Google Chrome the Default browser”. For Firefox users, go to Menu, Options, General and under Startup, click on “make default”.

Still having email problems and need some professional email support?

Experiencing email problems can be frustrating and can be very time consuming to troubleshoot on your own. We offer a complete email support service that is accurate, quick and cost-effective. Our service is delivered over the phone, remotely and on-site. We provide email support for most email services including Gmail, Outlook.com, Eir, Vodaphone, Virgin Media, Blacknight, Sky and Register 365. We support common email applications such as Mail.app (Mac Mail), Outlook for Mac (2011 and 2016), Office 365, Outlook 2007, Outlook 2010, Outlook 2013, Outlook 2016, Thunderbird and Windows 10 Mail.

Computer Ambulance has been fixing email problems (remotely and on-site) since 2003 and our friendly service has gained a reputation for dependability and technical excellence.

Email Tips

1) Perform a regular Inbox clean-up – When your Outlook mail store folders become too unwieldy, your Outlook will become sluggish to use. Make sure you clean up large attachments every month.

2) Use a quality Spam Filter – Filtering out spam before it reaches your inbox saves you time and reduces the risk of security threats infecting your PC.

3) Instead of all your old emails cluttering up your folders. You can download a free archiving program such as Mailstore.

4) If accessing email on a mobile device such as a laptop or iPhone, configure your mail settings so that your messages arrive into both devices.

5) For faster and more accurate searching of old emails, you can download a utility called Xobni which is much more efficient than Outlook's inbuilt search function.