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Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5262
Experience:  B.Sc. Computer Science with Honors
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there is a connection problem with my e-mails. intermittent

Resolved Question:

there is a connection problem with my e-mails. intermittent bleeping. The e-mails are available on the desktop computer. Using a BT hub. What can I do to get access to my e-mails. Yesterday I imported a virus into the desktop and went into safe mode then AVG clean up. Restarted the desktop and it is fine, but the ASUS is not. Can you assist please? Thank you Sue
Submitted: 3 years ago.
Category: Computer
Expert:  Michelle replied 3 years ago.

Michelle :

Hello. My name is XXXXX XXXXX I will be assisting you today.

Michelle :

let me know when you are ready.

Customer:

Ready I am a complete novice

Customer:

What can I do

Michelle :

no problem i will try to make it as simple as i can so that you do not find this complicated.

Michelle :

you are talking about Asus is this the laptop your bt mail is not getting exchaged.

Customer:

It is the tiny handbag sized ASUS me173x which has the e-mail connection problem. it says there is a connection problem with my e-mail address

Michelle :

ASUS me173x this is an android tab

Customer:

Probably

Michelle :

you will have to get the bt email configured one more time to get it working

Michelle :

is this a new tab or it has data which you need

Customer:

That is what it says in the settings system bit

Michelle :

are you able to browse internet fine apart from bt email

Michelle :

on the ASUS me173x

Customer:

yes and all the other apps seem to be working on the tablet as well. I had to give my e-mail a new password XXXXX on the desk top as it had been compromised.

Customer:

how do I configure the bt email? I need all the e-mails I already have received and sent

Michelle :

i will give you the steps now

Michelle :

can you open the Green Email icon from the Asus tab

Customer:

There is an envelope with a square inside with an @ on. Is that it?

Michelle :

That is correct open that icon

Customer:

open

Michelle :

what do you see in there

Michelle :

options email or any error

Customer:

a white bar at the top with the envelope and @ iconm, my e-mailaccress with a small arrow bottomright corner and icons to the right two enveopes overlapping, a n envelope with a + an magnifying glass, wot arrows forming a circle and three dots onin a verticalline.

Customer:

below is the in box , attachments, drafts outbox etc

Customer:

sorry about spelling errors

Michelle :

no problem

Customer:

the is also a yellow bar with 'connection problem' and my e-mail address

Michelle :

you will have to reconfigure the email to get it working

Michelle :

are you able to open the browser fine on the tab and browse internet

Customer:

how do I do that please?

Michelle :

please confirm

Customer:

yes that works

Michelle :

ok give me 2 mins i m pulling the steps for you to follow

Michelle :

i am back

Michelle :

are you on the email icon opened

Customer:

yes

Michelle :

press the button which is opposite the home button

Customer:

which is the home button?

Michelle :

there is a home like icon button on your asus but dont press that button press the left one which is a kind of a box with 2 horizontal lines in it

Customer:

there is a house in the centre of the screen at the bottom and a curved arrow to the left which takes me back a screen. to the left of the t is a triangle with a roof. to the right of the house is two squares superimposed on each other. Am I in the right screen?

Michelle :

open the email icon first and then tap on the icon on the right next to the home or house like button.

Customer:

done that. I am now in a screen with 4 icons - settings, amazon kindle, browser and e-mail

Michelle :

select email

Customer:

seleted

Michelle :

i will have on the top as account name

Customer:

yes my e-mail [email protected]

Michelle :

and under "your name" option it must have your email address as well.

Michelle :

"Email check frequency" is set to how many minutes

Customer:

it does not have 'your name' just my e-mail address with an option to add an account

Michelle :

i want you to remove the existing email account setting i mean the email account

Customer:

how do I do that?

Michelle :

we will have to reconfigure the email

Customer:

ok what do I do?

Michelle :

press the home button

Michelle :

go back to the main screen

Customer:

done

Michelle :

look for setting icon and click on it to open

Customer:

done

Michelle :


give me a moment i have a lower version of android on my tab i am looking for the email removal option







allow me few mins



Michelle :

ok got it

Michelle :

are you there sir

Customer:

yes madam I am here

Michelle :

open the email icon

Customer:

open

Michelle :

click on the button next to the home button on the right.

Michelle :

you will see email account settings

Michelle :

click on it

Michelle :

click on accounts and not on account settings

Michelle :

"Accounts"

Michelle :

under account you will see your email address keep your finger touched and dont lift your finger as it will get tapped once you keep it touched down you will get option list to select remove account.

Michelle :

remove the account from there

Michelle :

and let me know

Customer:

Struggling to find 'accounts' under the 'settings tab

Michelle :

not under settings tab

Michelle :

open the green @email icon first

Customer:

e-mail icon open

Michelle :

as it opens then you press the next button next to the house like button on the right which should be the 3rd button

Michelle :

you will see "Accounts"

Customer:

done. I now have 4 screens - browser, setup wizard, settings and e-mail

Michelle :

Click on email

Michelle :

the third button on your tab is like a right click menu button on a computer

Customer:

done 4 icons at the bottom, triangle with a hat, return arrow, house and tow superimposed squares

Michelle :

so use that button to go to accounts to remove it

Michelle :

finally i got a video for you to remove the email

Michelle :

once you get the email removed let me know

Customer:

message on screen: unfortunately the process com.android.email has stopped. What does this mean?

Michelle :

the email address is still there or its removed

Customer:

gone

Michelle :

ok good

Michelle :

now we will add your bt email i will give you a video link how to add

Customer:

there is a screen showing email account where I can put in an email address and password

Customer:

under account setup

Customer:

ta da! done, thank you Michelle

Michelle :

Working now?

Customer:

yaaayy I have incoming e-mails:) Thank you very much and I apologise for being so slow to follow your instructions.

Michelle :

I hope I've provided the information you were seeking. If you are happy with my service, effort and the Information you got, then provide a rating by clicking on the smiley below.

Customer:

You are absolutely brilliant, I will give you the biggest smiley face. Best wishes and thank you again. Sue

Expert:  Michelle replied 3 years ago.
Thank you.
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5262
Experience: B.Sc. Computer Science with Honors
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