10 Replies Latest reply: Nov 17, 2014 12:29 PM by FERGUSCOT
Sallyelainelee Level 1 (0 points)

Hi, I need some help.


I don't use Mail on my iMac or Macbook Pro Retina but need it to run some AppleScripts, so I tried to open it on my Macbook Pro Retina and iMac but can't open it on either, it just comes up with the below:



To use the new features in Mail, your existing Mail messages need to be imported into the new version the first time you use Mail. this might take a few minutes. You won't be able to use Mail until the import is finished.

Click Continue to import your messages now, or click Cancel to import later.


If you click cancel, it just closes and if you click continue it does the below:


The Upgrade Failed

An error occurred during the upgrade. Click continue to launch the Mail Import Assistant, which will help you create a new library and import your existing messages.


So I then click continue and this is what appears:


You Mail Index has been damaged. To repair it, quit Mail.

Mail will repair the index the next time you open Mail. Your mailboxes and messages will be preserved.


So I then click Quit. It shuts down and then if you try to open it again, it just does the same thing again and again.


I have managed to fix the one on my Macbook Pro Retina by following what some people suggested on other posts, what worked was deleting the com.apple.mail folder inside Library/Containers. And I haven't had a problem since but with the iMac once this file is deleted, it allows you to go through the whole set up for a new account and then goes into the same error pattern as mentioned above. I have also tried deleting the Envelope Index inside Library/Mail/V2/Mail Data and in the Mail folder too, but nothing seems to work.


Can someone please adivse as to how I can re set my Mail, there is nothing in there so it can be rebooted or something like that. I just don't understand why I have managed to fix in one computer and not in the other one !!


Any help would be much appreciated.



MacBook Pro with Retina display, OS X Mountain Lion (10.8.2)
  • Eric Root Level 8 (44,970 points)

    On the iMac.


    Do a backup, using either Time Machine or a cloning program, to ensure files/data can be recovered. Two backups are better than one.


    Try setting up another admin user account to see if the same problem continues. If Back-to-My Mac is selected in System Preferences, the Guest account will not work. The intent is to see if it is specific to one account or a system wide problem. This account can be deleted later.


    Isolating an issue by using another user account


    If the problem is still there, try booting into the Safe Mode.  Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up. Immediately after hearing the startup chime, hold down the shift key and continue to hold it until the gray Apple icon and a progress bar appear. The boot up is significantly slower than normal. This will reset some caches, forces a directory check, and disables all startup and login items, among other things. When you reboot normally, the initial reboot may be slower than normal. If the system operates normally, there may be 3rd party applications which are causing a problem. Try deleting/disabling the third party applications after a restart by using the application uninstaller. For each disable/delete, you will need to restart if you don't do them all at once.


    Safe Mode


    Safe Mode - About

  • Linc Davis Level 10 (184,620 points)

    If you don't use Mail, then the message database should be empty. Is it?

  • Sallyelainelee Level 1 (0 points)

    Hi Linc,


    The message database is empty, never used Mail on this machine so nothing set up or any info on there, so nothing to loose.

    I only need to use it to run an applescript to get content from emails to excel, can't do it with Outlook!




  • Linc Davis Level 10 (184,620 points)

    Quit Mail. Then select


     ▹ Force Quit...


    from the menu bar. A small window will open with a list of running applications. Mail may appear in that list, even though you quit it. If so, select it and press return. Close the window.


    In the Finder, hold down the option key and select


    Go ▹ Library


    from the menu bar. Move the following items from the folder that opens to the Trash (some may not exist):

    • Caches/com.apple.mail
    • Saved Application State/com.apple.mail.savedState
    • Application Support/AddressBook/MailRecents-v4.abcdmr
    • Containers/com.apple.mail
    • Mail
    • Preferences/com.apple.mail.plist (OS X 10.7 only)
    • Preferences/com.apple.mail.searchhistory.plist (OS X 10.7 only)

    Note: you are not moving the Mail application. You’re moving a folder named “Mail.”


    Log out and log back in. Launch Mail. It will behave as if you were running it for the first time. Go through the setup process with one of your accounts.

  • Sallyelainelee Level 1 (0 points)

    Thanks a million Linc, that solved the problem all up and running find now.


    Sorry, Eric didn't need to try yours thought that I would try the easier option first but thanks again for your help.


    Thank you!

  • Eric Root Level 8 (44,970 points)

    You are welcome.

  • DJAllenA Level 1 (0 points)

    Hi Linc. I am working on my wife's Mac for her. I'm a windows guy (Sorry ) but unfortunately, my wife knows less about the Mac than I do. We recently upgraded to Yosemite and I was getting the indexing broken error messages when trying to open her mail. It would try to repair but then go back to the same error message and just repeat itself.


    I found this post, followed your instructions and viola! I was able to get my wife's email up and running. Only problem is, all of her saved emails are gone.It was like starting all over again with setting up a new email account for her. I did not delete any of the old files you listed on your post to remove. They are sitting in the trash bin right now.


    Would you be so kind as to let me know if I am able to input all of her previously saved emails and folders into her new email account, and if so, how? I hope I am making sense and I also hope I am posting this request in the right place as this is my first time ever posting.


    Thank you for all of your help. I also found some of your other posts before finding this one and you are the ultimate "Mac" pro. Hopefully you get some benefits from helping out friends and family along with the rest of us who don;t know anywhere near as much as you do. Thanks again!     

  • FERGUSCOT Level 1 (0 points)


  • FERGUSCOT Level 1 (0 points)

    I found Go but it says the folder can't be found.

  • FERGUSCOT Level 1 (0 points)

    Most of the file you noted were not there but once I moved

    • Mail to another folder; mail opened and I set up my accounts again and all my folders appear to be there.

    Thanks for your help.