trevorfromwirksworth

Q: cannot get into mail app since installed Sierra

Since I installed Sierra on my MacBook Pro I have been unable to get into the mail app. When I click on the mail icon the computer shuts down briefly and I have to sign in again. When I try again the same thing happens.

MacBook Pro with Retina display, OS X El Capitan (10.11.1)

Posted on Sep 25, 2016 5:17 AM

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Q: cannot get into mail app since installed Sierra

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  • by jameson.h,

    jameson.h jameson.h Sep 26, 2016 12:07 PM in response to trevorfromwirksworth
    Community Specialists
    Sep 26, 2016 12:07 PM in response to trevorfromwirksworth
    Hi, trevorfromwirksworth!


    Thanks for using the Apple Support Communities. After reading your post, I'm understanding that you are unable to access the Mail app; when you try, the system seems to shut down and then prompts you to sing into your user account again. I rely on Mail as my primary form of communication every day, so I know it's important to have access to it. I'd be happy to help!


    Please try the following steps, in order. 
     
    1. Make sure the Mail app is not already open and running by clicking the Apple  menu and selecting Force Quit... from the drop down. If Mail is listed, check to see if there is a red "Not responding" message to it, then click on the Mail app to highlight it. Click Force Quit from the lower right corner.
       
    2. Launch the Mail app while holding the Shift key on your keyboard. 
       
    3. If the Mail app still unexpectedly quits and/or you see the system appear to reboot, restart your Mac by clicking the Apple  menu again. This time selecting Restart... from the drop down. Once the computer has booted up again, try opening the Mail app.
       
    4. Test the Mail app in safe mode. The following article will provide additional information on safe mode, as well as instructions on booting to it.

      Try safe mode if your Mac doesn't finish starting up

      Even though the title of the article isn't specific to your issue exactly, it's still a good step to try. Safe mode will run a scan of your system during boot, then disable certain software and processes that could be causing a conflict.
       
    5. Test the Mail app in another user. The article linked below will explain why this can be a helpful step, and walk you through creating a new user account to use.

      How to test an issue on your Mac in another user account
       
    Have a lovely day!
  • by dianeoforegon,

    dianeoforegon dianeoforegon Sep 26, 2016 12:16 PM in response to trevorfromwirksworth
    Level 5 (5,731 points)
    Mac OS X
    Sep 26, 2016 12:16 PM in response to trevorfromwirksworth

    I suspect if you test in a new User as described in step 5 provided by jameason.h you'll find that Mail opens without crashing.

     

    This means the problem is in your User's folder.

     

    What version OS X were you using prior to upgrading to Sierra?

    Could you go to your User's folder > Mail and check files shown. You should see a V4 folder, but do you see a V2 or V3 folder?

    What type of account(s)? (POP, IMAP, Exchange)

    What Email Provider? Comcast, Earthlink, Cox, ATT, Yahoo, iCloud, Gmail, AOL, Hotmail (other)

    Did you store any messages under the local "On My Mac" folders?

  • by Confused Ronnie,

    Confused Ronnie Confused Ronnie Sep 27, 2016 1:01 PM in response to dianeoforegon
    Level 1 (4 points)
    iPhone
    Sep 27, 2016 1:01 PM in response to dianeoforegon

    dianeoforegon, you are correct. Mail worked in a different user profile, but not mine.

     

    What version OS X were you using prior to upgrading to Sierra? 10.12

    Could you go to your User's folder > Mail and check files shown. You should see a V4 folder, but do you see a V2 or V3 folder? I don't know how to find this info. Can you please explain?

    What type of account(s)? (POP, IMAP, Exchange) I have two exchange accounts and two gmail accounts

    What Email Provider? Comcast, Earthlink, Cox, ATT, Yahoo, iCloud, Gmail, AOL, Hotmail (other) I have Comcast at home and I don't know who it is here at my office. I use my computer primarily at work.

    Did you store any messages under the local "On My Mac" folders? I have no idea.

  • by trevorfromwirksworth,

    trevorfromwirksworth trevorfromwirksworth Sep 27, 2016 1:10 PM in response to jameson.h
    Level 1 (4 points)
    Mac OS X
    Sep 27, 2016 1:10 PM in response to jameson.h

    Thanks for your reply. In fact it turned out that I had a corrupted installation of Sierra having done it while on holiday in Spain. I had to reinstall Sierra back in UK with much correction and supervision from Apple support and the problem appears to have been solved.

  • by trevorfromwirksworth,

    trevorfromwirksworth trevorfromwirksworth Sep 27, 2016 1:12 PM in response to dianeoforegon
    Level 1 (4 points)
    Mac OS X
    Sep 27, 2016 1:12 PM in response to dianeoforegon

    Installation of Sierra was corrupted as it was done in Spain on holiday. With Apple support help it was reinstalled here in UK and all appears OK now. Thanks for your reply.

  • by trevorfromwirksworth,

    trevorfromwirksworth trevorfromwirksworth Sep 27, 2016 1:14 PM in response to Confused Ronnie
    Level 1 (4 points)
    Mac OS X
    Sep 27, 2016 1:14 PM in response to Confused Ronnie

    My Sierra installation was corrupted having been done on holiday in Spain. Apple support have been helpful and Sierra has been reinstalled here in UK. All now appears to be OK. Many thanks for your interest and help.

  • by dianeoforegon,

    dianeoforegon dianeoforegon Sep 27, 2016 1:24 PM in response to Confused Ronnie
    Level 5 (5,731 points)
    Mac OS X
    Sep 27, 2016 1:24 PM in response to Confused Ronnie

    What version OS X were you using prior to upgrading to Sierra? 10.12

     

    Sierra is 10.12. Prior is the version you were running before you upgraded. Knowing previous version helps with giving you better instructions. Mail for Yosemite 10.10 and older used a V2 folder. Mail in El Capitan used a V3 folder.

    Could you go to your User's folder > Mail and check files shown. You should see a V4 folder, but do you see a V2 or V3 folder? I don't know how to find this info. Can you please explain?

     

    Show User's Library

    The User's Library folder is hidden by default. To unhide: Select the Finder in the Dock. Under Go in the Menu bar > hold down the Option key and you’ll see the Library.

     

    Finding the User Library Folder

    http://www.takecontrolbooks.com/resources/0167/site/chap11.html#FindingtheUserLi braryFolder

    What type of account(s)? (POP, IMAP, Exchange) I have two exchange accounts and two gmail accounts

     

    You can remove Exchange and Gmail assuming it was set as IMAP without losing any data.

    Did you store any messages under the local "On My Mac" folders? I have no idea.

     

    If you moved messages off the server to the local folders these messages would need to be saved for recovery. You can try looking in the folders to see if there is a Mailboxes folder. You would look for folders you created that are not on Exchange or IMAP.

  • by Confused Ronnie,

    Confused Ronnie Confused Ronnie Sep 27, 2016 2:09 PM in response to dianeoforegon
    Level 1 (4 points)
    iPhone
    Sep 27, 2016 2:09 PM in response to dianeoforegon

    What version OS X were you using prior to upgrading to Sierra? I am not sure. I am pretty good about keeping it current, so I think it was the latest update with El Capitan.

    Could you go to your User's folder > Mail and check files shown. You should see a V4 folder, but do you see a V2 or V3 folder? When I open the mail folder I see one file and two folders (PersistenceInfo.plist, V2, V3).

    What type of account(s)? (POP, IMAP, Exchange) I have two exchange accounts and two gmail accounts

    What Email Provider? Comcast, Earthlink, Cox, ATT, Yahoo, iCloud, Gmail, AOL, Hotmail (other) I have Comcast at home and I don't know who it is here at my office. I use my computer primarily at work.

    Did you store any messages under the local "On My Mac" folders? I have not moved anything to a local location.