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Tech-Expert
Tech-Expert, PC Support Specialist
Category: Computer
Satisfied Customers: 12538
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: 1 year ago.
Category: Computer
Expert:  Tech-Expert replied 1 year 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 1 year ago.
Brenda
Expert:  Tech-Expert replied 1 year 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 1 year ago.
Expert:  Tech-Expert replied 1 year ago.

Are you getting any error message?

Customer: replied 1 year ago.
No
Expert:  Tech-Expert replied 1 year 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 1 year ago.
Not sure how to, where is it?
Expert:  Tech-Expert replied 1 year 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 1 year ago.
Would it be easier for me to upgrade the computer?
Expert:  Tech-Expert replied 1 year ago.

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

Customer: replied 1 year ago.
Sorry but I do not understand and cannot find in finder????
Expert:  Tech-Expert replied 1 year 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 1 year ago.
Not sure which is the OPTIONS key. However I clicked on GO but cannot find LIBRARY
Expert:  Tech-Expert replied 1 year ago.

It is the ALT key on uyour keyboard.

Customer: replied 1 year ago.
ok
Expert:  Tech-Expert replied 1 year ago.

Thank you.

Customer: replied 1 year ago.
Nothing happens. My computer is iMac purchased in early 2009 currently with OS X E1 Capitan
Expert:  Tech-Expert replied 1 year 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 1 year ago.
I am not happy to allow access to my computer due to hacking issues!!!
Expert:  Tech-Expert replied 1 year 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 1 year ago.
No sorry. I prefer to close if you cannot help another way and get my £5 refunded!
Expert:  Tech-Expert replied 1 year 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 1 year ago.
Thank you
Expert:  Tech-Expert replied 1 year ago.

You are welcome. Thank you for contacting us.