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Tech Expert
Tech Expert, PC Support Specialist
Category: Computer
Satisfied Customers: 7337
Experience:  Technical Support Engineer
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I am having problems with my mail. It crashes each time I

Customer Question

Hi, I am having problems with my mail. It crashes each time I open it. I have tried all remedies I can find. Would it help if I upgrade my OS X E1 Capitan iMac bought early 2009. It already had one upgrade a few years ago when it had a virus.
JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?
Customer: Google but my internet provider is EE
JA: How do you usually access your email? On a phone or tablet, or through a web browser?
Customer: From my computer so I imagine that is web browser
JA: What troubleshooting have you tried?
Customer: Shut down, wait 10 seconds press power then hold down shift key as soon as hearing start up release shift key when apple logo and progress indicator appear. The first time I did it worked but as soon as I deleted several emails together it crashed.
JA: Anything else you want the Mac Expert to know before I connect you?
Customer: No thanks
Submitted: 2 months ago.
Category: Computer
Expert:  Tech Expert replied 2 months ago.

Hello! Welcome to JustAnswer. My name is***** am happy to be assisting you today.
I am sorry to hear you are having trouble with your MAC Mail. Hopefully, we can get this resolved quickly.
May I know whom I am chatting with?

Customer: replied 2 months ago.
Brenda
Expert:  Tech Expert replied 2 months ago.

Hi, Brenda. I understand that the MAC mail crashes when you open it. If that is correct, I will be glad to help you in fixing the issue.
Is this the same computer with which you are facing this issue?

Customer: replied 2 months ago.
Expert:  Tech Expert replied 2 months ago.

Are you getting any error message?

Customer: replied 2 months ago.
No
Expert:  Tech Expert replied 2 months ago.

Try to reset the application state by removing the following folder: /Users/username/Library/Containers/com.apple.mail/Data/Library/Saved Application State/com.apple.mail.savedState

Customer: replied 2 months ago.
Not sure how to, where is it?
Expert:  Tech Expert replied 2 months ago.

Please navaigate to the below path in your fnder and remove application state folder on it: /Users/username/Library/Containers/com.apple.mail/Data/Library/Saved Application State/com.apple.mail.savedState

Customer: replied 2 months ago.
Would it be easier for me to upgrade the computer?
Expert:  Tech Expert replied 2 months ago.

Yes, you can do that. However, kindly follow the above steps once.

Customer: replied 2 months ago.
Sorry but I do not understand and cannot find in finder????
Expert:  Tech Expert replied 2 months ago.

Close all the applications and be on your desktop screen.

Hold the OPTIONS key on your keyboard and click on GO option from the desktop

Select LIBRARY.

Containers/com.apple.mail/Data/Library/Saved Application State/com.apple.mail.savedState

Customer: replied 2 months ago.
Not sure which is the OPTIONS key. However I clicked on GO but cannot find LIBRARY
Expert:  Tech Expert replied 2 months ago.

It is the ALT key on uyour keyboard.

Customer: replied 2 months ago.
ok
Expert:  Tech Expert replied 2 months ago.

Thank you.

Customer: replied 2 months ago.
Nothing happens. My computer is iMac purchased in early 2009 currently with OS X E1 Capitan
Expert:  Tech Expert replied 2 months ago.

You may not be following the steps properly. Let me remotely access the computer and fix the issue for you. There is a charge of $30 for secure remote assistance.

Customer: replied 2 months ago.
I am not happy to allow access to my computer due to hacking issues!!!
Expert:  Tech Expert replied 2 months ago.

I understand that. But this remote session is safe and secure. You can see each and every steps that I perform your computer.

Customer: replied 2 months ago.
No sorry. I prefer to close if you cannot help another way and get my £5 refunded!
Expert:  Tech Expert replied 2 months ago.

I did provide you the solution above, please follow it. You can get connected to our customer service department using the below link to cancel the service.
https://www.justanswer.com/help/
You can also reach our customer service team at 1-***-***-****.

Customer: replied 2 months ago.
Thank you
Expert:  Tech Expert replied 2 months ago.

You are welcome. Thank you for contacting us.