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 Ashik Your Own Question
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 11988
Experience:  Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Type Your Mac Question Here...
Ashik is online now

I am unable to receive any emails, my inbox is greyed out with

This answer was rated:

I am unable to receive any emails, my inbox is greyed out with a z in a circle at the side. Message comes up that new keychain required however when I try to create one it asks for password, What password? I don't know what this is. Its not my apple id password. I am not very technical so please be gentle with me !
Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

Do you know the password ***** install applications or do updates i.e the administrator password ?
Customer: replied 3 years ago.

No only my apple id which is email & password

What version of Mac OS X are you using ?
Customer: replied 3 years ago.

Mac 309 bought it in 2011. Sorry Ashik I'm at work now will have to pick up with you tomorrow sorry

Ok, we can continue tomorrow. Let me know when you are home.

Have a great day,
Customer: replied 3 years ago.

Hi Ashik I'm in till 12 can you help

Hilary, first we can reset the administrator password ***** then we can fix Mail and Keychain. Follow the steps below;

  • Turn off your Mac.
  • Turn it back on and immediately hold down Command and R keys.
  • This will boot your Mac to "Mac OS X Utilities” menu
  • Click on the “Utilities” menu and select “Terminal"
  • Type resetpassword
  • Confirm the user account and then the password ***** and reboot Mac OS X

After rebooting, you can use the new password ***** install apps, updates, keychain etc

We're not finished yet, so please get back to me after restart and we can continue troubleshooting Mail.
Customer: replied 3 years ago.

Done changed pasword restarting

Customer: replied 3 years ago.

Will have to leave for work again soon !

I'm very sorry for the delay Hilary. Now, we can reset the Keychain database.
Open Keychain Access application from Applications > Utilities folder
Select Preferences from Keychain Access menu.
Click General, then click Reset My Default Keychain.
Authenticate with your account login password ***** the new password ***** reset.
Quit Keychain Access.
Then open Mail, click Mailbox menu and select Take All Accounts online.
Please let me know if that didn't work, so we can continue troubleshooting.
Customer: replied 3 years ago.

mail is rejecting my password. What password!? Been into mail preferences but it doesnt tell me what the password ***** ***** give hint what do now, this is very frustrating

Customer: replied 3 years ago.

Done it got my password ***** sky thankyou

Customer: replied 3 years ago.

Sorry Ashik, some mail has come through I went in to mailbox & clicked syncronize sky but the inbox icon is syll greyed out & has stopped working

Hilary, open Mail. Click on Window menu and select Connection Doctor. Run it and let me know the results please.
Customer: replied 3 years ago.

It opens a box which says- status & a red circle - sky - account type SMTP - trying to log on to this smtp account failed. Verify user name & password *****

Underneath that a green circle - sky - account name - sky Imap - connection & login to server succeeded.

Are you able to login to your Sky account from here ?-->
Customer: replied 3 years ago.


Hilary, open Mail. Click on Mail menu and select Preferences. Under Preferences, select your email account. Under Account Information tab, reenter the username as your full email address. Reenter your password ***** there. Then click Server Settings button. Then reenter the username and password ***** the resulting box. Make sure you set Password ***** Authentication drop down menu.

Close it, click on Mailbox menu and select Take All Accounts online. Did that work ?
Customer: replied 3 years ago.

im in account info but where is server settings button & drop down box? there is a box with outgoing mail server at side & in the box it says sky offline. underneath is a circle that says only use this server. The circle isn't tcked

Hi Hilary,
Under Account Information tab, select the drop down box next to Outgoing Mail Server (SMTP) and select Edit SMTP Server List. Then click on Advanced tab and make changes there.

FYI There are some additional services option here. If you want, I can remotely connect to your Mac and fix the issue for an additional $10.
Customer: replied 3 years ago.

Thanks Ashik that seems to have worked, the only thing now is that nothing is going into trash

Can you rebuild the Mailbox from Mailbox menu ?
Customer: replied 3 years ago.

Done that but trash basket is still empty. Sorry I can't always get back to you straight away, I work in retail & at the moment doing all hours, didn't pick your message up till 10.30 last night when I got in

Sorry for the delay Hilary. What really happens when you delete something ?

Try this. Choose Mail > Preferences, click Accounts, and then select the account. Click Mailbox Behaviors and in the Trash section, select where you want to store deleted messages.

Then close it, select View > Show Deleted Messages
Ashik and other Mac Specialists are ready to help you
Customer: replied 3 years ago.

Hi Ashik, everything seems ok now, many thanks for your patience


Hi Hilary,
I'm very glad you got worked.
If you have any questions or would like any additional information, please do not hesitate to ask.
Happy Holidays,