How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 47537
Experience:  Over 15 years of consulting to the IT industry
32989067
Type Your Computer Question Here...
Richard is online now

Have had to change password on computer, no problem, but

This answer was rated:

have had to change password ***** computer, no problem, but tablet tells me unable to connect to server to verify a/c info. no response from server. bt say contact you

Hi there and welcome

Which app are you using on the tablet for this?

Please let me know

Richard and other Computer Specialists are ready to help you
Customer: replied 6 months ago.
what do you mean by app? on my tablet screen it just says email

Thank you

If you are on a windows computer, Click this link

download.teamviewer.com/download/TeamViewerQS.exe

Else for a Mac computer, Click this link

download.teamviewer.com/download/TeamViewerQS.dmg

A program will start downloading to your computer (it does not open a webpage, but the file will start downloading to your computer).

Run the program and it shows you and ID and Password.

Give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 6 months ago.
reply to what?

Did you see the instructions I gave you

Customer: replied 6 months ago.
no, where, what, when!

we fix this via your computer

If you are on a windows computer, Click this link

download.teamviewer.com/download/TeamViewerQS.exe

Else for a Mac computer, Click this link

download.teamviewer.com/download/TeamViewerQS.dmg

A program will start downloading to your computer (it does not open a webpage, but the file will start downloading to your computer).

Run the program and it shows you and ID and Password.

Give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 6 months ago.
Windows 7
password trooper61

Ok... we will try another way as it appears you are not able to read the instructions I keep sending

Click this link please

http://www.justanswer.com/remotedesktop/join.aspx?Session=7f8fc311-586e-4d60-8066-f66ee09c05db

Click I agree and run the file

Customer: replied 6 months ago.
I clicked on the link and was directed to a document which asked me to agree to another clause. I do not want to download anything. I just want an answer to my problem. How about phoning 01285 850280

You asked me to connect to your device to resolve this... if you now do not want this.. then we continue here

So telll me the part of your email address after the @ symbol

Customer: replied 6 months ago.
btinternet.com

Please tell me if you can sign into your account here

https://www.bt.com/email

Customer: replied 6 months ago.
no problem
Customer: replied 6 months ago.
are you still there?

yes, now restart the tablet please and open the email app

Add in your email account and tell me what it then says please

Customer: replied 6 months ago.
unsure what you mean by a/c but have retried new password. no luck. all other data is ok
Customer: replied 6 months ago.
bugt the device does whistle as to tell me it is trying to communicate with me

The account is your BT account, this is what you wish to add to your tablet correct?

Customer: replied 6 months ago.
that is what is displayed on left hand side of 'settings' page
Customer: replied 6 months ago.
just a thought, how about I try the old password?

Ok, try that please

Customer: replied 6 months ago.
no, that's no good either

ok, it is the password ***** used on the link I gave

What is the exact message it gives when it fails

Customer: replied 6 months ago.
Unable to connect to email server to verify your account information. No response from server

Which link do you use on your computer to access the account with?

Customer: replied 6 months ago.
google chrome, no problem until last week when I had to change password. I note on my device that on the very top line I only have three icons - a rectangular one which I cannot decipher, the letter M and one downward arrow - I now have a box with it looks like three rows of dots.
Customer: replied 6 months ago.
this last box has now disappeared

Send an email to yourself there, is it received?

Customer: replied 6 months ago.
no

then you are not in your account...

Can I please connect to our computer to check this?

Customer: replied 6 months ago.
by all means
Customer: replied 6 months ago.
I have downloaded whatever it said. I have clicked on 'run' but nothing appears to have happened
Customer: replied 6 months ago.
you did not fix my problem, so I am not satisfied, you disconnected