Q: Lots of mail issues since last Mountain Lion update
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Oct 7, 2014 2:47 PMby RandyChev,I'm going to jump out here and through out some apps being accessed when launching Mail.app on my system to see if all of us have a common app or extension that might be causing this.
DockStar
MailFollowUp
MsgFilerPlugIn
OmniMailMessageServiceEnabler
SpamSieve
Do we all have one of these running on our system? Just a good start in troubleshooting.
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Oct 7, 2014 3:04 PMby Stephen Schulte1,If you upgrade to Mavericks it seems you get 90 days of free support…
Here's the result of my chat with Apple: Hopefully they pass on the problem.
MelissaThanks for contacting AppleCare chat support. My name is Melissa. Please give me a moment to look over your information.
MelissaHello Stephen, how are you today? Please note your case ID 675299761. You can reference this should you need to contact us again about this issue, by visiting Contact Apple Support(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)
MelissaI'm currently showing your Mac is outside of the phone and chat complimentary support period, but no worries! We have some great options we can look at depending on what exactly is going on. I understand you are chatting us about issues with Mail . Can you tell me more about what's going on, please?
MelissaAre you still there?
MelissaWe have not heard from you for some time. Do you wish to continue to chat?
MelissaSince we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance.
JoshuaThanks for contacting CPU. My name is Joshua. Please give me a moment to look over your information.
JoshuaHello Stephen, how are you doing today/
Joshua?
Me:Thanks sorry to have missed the first time!
JoshuaNo problem at all. Glad we could get you back!
Me:There is a problem with APPLE MAIL downloading GMAIL eMails. It is with Mac OS 10.8.5 running MAIL 6.6 -- see this post for full details: https://discussions.apple.com/thread/6584106
Me:This started about 24 hours ago and is already affecting a lot of people. It may NOT be an Apple MAIL issue - it could be an issue with Gmail -- but iOS7 and iOS8 devises have NO PROBLEMS getting gmail automatically.
Me:It may be related to a security issue with Mac OS 10.8.5 (Mountain Lion)-- but that's just a guess.
Me:Shutting down MAIL (or going off-line then on-line again with the gmail account) lets MAIL retrieve messages that are already there. BUT NEW MESSAGES get "stuck"-- one has to repeat the shutdown, restart to get those.
Me:Never saw this in the past 25 years that I've been using a Mac! ;-) Really just want you to get this to the right people who can troubleshoot it.
Me:I believe you are composing a reply -- but I just see …
JoshuaI understand that your MacBook Pro is have problems downloading email for your gmail email account through the Apple mail application and you have researched the customer community discussion forums regarding this as well. I also understand that this started about 24 hours ago and based off the community forum it appears that this is impacting several customers. I also understand that there are no problems getting email with iOS 7 and iOS 8 and that you are guessing that this may be related to Mac OS X Version 10.8.5. I understand that shutting down mail or going offline will allow you to retrieve emails that are already there but not new messages as the get “stuck” and require you to shutdown and restart to get those emails. I also understand that you have been using Mac’s for the past 25 years and never had this issue and are wanting to know how you can get support to resolve this. Is that correct?
Me:Well really I just want you to direct this to the right department / people at Apple so that they are aware of it and can troubleshoot it.
JoshuaUnderstood and thank you for clarifying this for me.
Me:Unless you have had this issue and solved it, I don't think we can solve it now-- it's really just to let you know since you are the experts.
JoshuaI certainly understand the importance of needing your email to work with the mail application on your MacBook Pro for your gmail email account. I know I depend on my mail application everyday!
JoshuaI will be more than happy to provide you with the best possible solution to help resolve this for you today!
JoshuaStephen, it appears that you are outside of the complimentary 90 days of Chat and Phone Support.
No worries, we have some great support options available for you!JoshuaYou can purchase a one time pay-per-incident agreement at just $19. This will allow us to troubleshoot the issue together for up to 30 days for this issue and this issue only.
Me:Basically I am keeping updated via keeping my Gmail www account open. Also using my iPhone and iPad which don't have the problem. What I'd like you to confirm is that you will pass along this information and the discussions group website to the right people at Apple. Would you do that please? They need to know.
Me:If they want to contact me they should have my eMail address or I can give it to you now.
Me:Hopefully they can then find out the root cause and get a fix -- issue that and keep everyone happy!
JoshuaAbsolutely! I will document this for you under the case number of 675299761so that our engineers will have this recorded and you can also provide feedback to our engineers through Apple.com/feedback(Opens in new window)(Opens in new window).
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Oct 7, 2014 3:06 PMby insigniamrob,Randy, my users are not using any of those.
Stephen, upgrading to Mavericks isn't really a fix, hopefully an engineer is actually looking at the issue. Mavericks has it's own slew of issues, and I am not going to upgrade my entire company to trade one issue for others.
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Oct 7, 2014 3:11 PMby Stephen Schulte1,I also do not show any of those that Randy mentioned-- I do use "MailTags".
Upgrading to MAVERICKS is certainly NOT the solution--- in fact it has issues and is one reason why I did not upgrade to it and am waiting for Yosemite.
I did mention it because one can "upgrade" (say onto another external HD or something) -- and then benefit from the 90 days of tech support---
But the key thing here is that this started suddenly, is not unique to 1 or 2 users, exhibits pretty much the same problems for all users--- and so I believe it must be real.
Again - could be Gmail--- but that seems somewhat unlikely especially if Mavericks and perhaps the beta of Yosemite works fine. I'll check 10.5 leopard tonight on my wife's modern PBG4 - don't think that has a Gmail issue.
Steve
Tuesday 7 October 2014
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Oct 7, 2014 3:42 PMby PizzaOnTheCob,Same issue here, at least 10 users affected, all Google apps users using IMAP and Apple Mail.
Problem started yesterday afternoon, continuing through today.
Confirmed to occur on both Mountain Lion and Mavericks.
Spoke with Google enterprise support, no solution.
Thunderbird pulls emails right away with these same accounts, on same computers, same network.
It seems to be an issue with Apple Mail specifically.
I tried deleting and re-creating the email account in System Preferences.
While the emails were re-downloading, the sync worked - new emails would show in inbox without restarting Mail app.
When all emails finished downloading, sync broke again.
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Oct 7, 2014 3:33 PMby Stephen Schulte1,Great feedback and I did the same (deleting account) and experienced essentially the same results.
Did not know it was a Mavericks issue, too-- actually that is good as we will have more clout in getting it resolved…
Best regards,
Steve Schulte
Tuesday 7 October 2014
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Oct 7, 2014 4:12 PMby KarenHermann,I'm not using any of those that Randy mentioned.
The number of responses to this leads me to believe (besides it not just being me) that this is NOT because I have a stuck email as Apple suggested to me; nor is it because I'm running Mountain Lion; nor do I think it's a Google/Gmail problem, since my mobile device is not having any issues -- messages coming through just fine on IOS7 on the iPhone.
This also makes me want to NOT upgrade to Mountain Lion -- there doesn't seem to be a reason to believe it's going to fix anything. Hopefully Apple will take note of this (and hopefully there are Apple support people watching these forums?) and not treat this as an isolated incident. I appreciate everyone's input!
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Oct 7, 2014 4:26 PMby KarenHermann,Stephen, re your question about the update -- I'm not sure when it was actually released, Every now and then, maybe once a week, I go to App Store / updates and see if anything is there. There was an update when I looked a few days ago (I don't remember exactly what day -- maybe Friday?) but I'm not sure how long it was there, it could have been there for a week, It mentioned something about security updates, Safari and mail.
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Oct 7, 2014 6:26 PMby Robin1014,I started having similar problems to those noted by others with AppleMail not pulling GMail, as of early evening on October 6. All day today I have been having the same problem. Gmail not working via AppleMail, but works fine on iPhone. If I turn off AppleMail and restart, Gmail will pull, but only what appears to have been in queue and then stops. Around midday today I updated my OSX to 10.7.5, but again the problem existed yesterday before I did the update. Called Apple and also have the same problem as others of being outside my no-pay support period. While waiting to talk with someone (and pay $20), it appeared that Gmail started working again via Apple Mail, but stopped again this evening. Interested to see if anyone else gets an answer from Apple, or otherwise figures this out.
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Oct 7, 2014 6:36 PMby Peter MacAppler,I downloaded BashUpdateMountainLion.dmg but did not install it as I don't believe I use advanced services that are vunerable.
None the less I have noticed the same Mail problems for at least the past few days with 2 important gmail accounts.
I have not done any recent updates that I can remember that may have cause this.
Last updates to ML I have done were:
SecUpd2014-004MtLion.dmg & Safari6.2MountainLion.pkg
I have to listen to my Android phone for the arrival of new gmail and then restart Mail app to download the email.
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Oct 8, 2014 2:35 AMby siteguy18,It looks like Apple is not aware of the extent of this problem, which now appears to be confined to the generic OSX Mail/Gmail combination—but I would guess that there are a huge number of people around the world using that combination. I can confirm that it is not Mountain Lion-dependent: I have two Macs on my home network, and both my MacBook running Mountain Lion 10.8.5 and an iMac running Snow Leopard 10.6.8 are experiencing this same precise problem. To reiterate: Connection Doctor on both machines is showing all green lights. The Activity screen shows normal activity, as if messages are being received normally. However, no new messages appear until Mail is shut down and then restarted. This problem began in the last two days. My iPhone 5s running iOS8 is working perfectly with Gmail. I would imagine that it's useless to speculate whether the problem is at the Apple Mail end or the Gmail end—what's abundantly clear is that the combination is broken and needs to be fixed. I predict that Apple will blame Google and vice versa, leading to no solution whatsoever unless both Apple and Google are inundated with complaints. I intend to make those complaints in writing to both parties, in the hope that everyone experiencing this problem will do the same. If you do, try to be specific about everything. I've been using only Macs since 1987 and have never experienced anything similar. This glaring problem must be fixed, and soon, or there are going to be a lot of very unhappy Mac users out there.
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Oct 8, 2014 4:05 AMby TastyTofu,Yet another user with the same issue. I'm using Mail on Mountain Lion and Snow Leopard - both affected. Interesting to know it affects Mavericks too. But it doesn't affect either iOS7 or iOS8. My money is on a change Gmail has made to its IMAP implementation, which is "slightly incompatible" with Apple's IMAP stack used in Mail. I posted more about my experience in this thread: Mail downloading but won't show
