DanaMarksVoice

Q: Mail on El Capitan has problem with reply and reply all

I just upgraded from Yosemite to El Capitan (10.11.2) on my Late 2008 MacBook Pro 15, and all seems to be working well (so far) with this one exception.

 

When I try to reply to a message, a message window opens with nothing filled in.  No To:, no Subject:, nothing in the body of the email from the original.  Just blank in all fields.  When I try to close the window with the red button, it does nothing at all, so now I have a useless window that I can't close.  I can fill in the To and Subject fields, but when I try to tab or mouse into the body of the email, the cursor disappears.

 

So my only way to clear this up is to close Mail, at which point Mail crashes.  I have attached the crash debugging information below.

 

Does anyone know why it would be acting this way?  I looked up the symptoms and have rebuilt my inboxes, but the same thing keeps happening.  Any suggestions would be appreciated.  Clearly, I can't be the only one experiencing this.

 

Thanks for your help,

    Dana

 

Mail Crash Problem Details:

Process:          Mail [5900]
Path:             /Applications/Mail.app/Contents/MacOS/Mail
Identifier:       com.apple.mail
Version:          9.2 (3112)
Build Info:       Mail-3112000000000000~1
Code Type:        X86-64 (Native)
Parent Process:   ??? [1]
Responsible:      Mail [5900]
User ID:          501

 

Date/Time:        2015-12-27 15:48:56.189 -0800
OS Version:       Mac OS X 10.11.2 (15C50)
Report Version:   11
Anonymous UUID:   ADF110C8-9D0A-27F4-E6CF-7D03D74A4136

 

Sleep/Wake UUID:  13378DBA-6987-4A23-B7D5-6B5725129890

 

Time Awake Since Boot: 37000 seconds

Time Since Wake:  1200 seconds

 

System Integrity Protection: enabled

 

Crashed Thread:   16  Dispatch queue: NSOperationQueue 0x7f9a5d870f20 :: NSOperation 0x7f9a5da03ae0 (QOS: LEGACY)

 

Exception Type:   EXC_CRASH (SIGABRT)
Exception Codes:  0x0000000000000000, 0x0000000000000000
Exception Note:   EXC_CORPSE_NOTIFY

 

Application Specific Information:

*** Terminating app due to uncaught exception 'NSInternalInconsistencyException', reason: 'This method must be called on the main thread'

abort() called

terminating with uncaught exception of type NSException

MacBook Pro, OS X El Capitan (10.11.2), Late 2008 - Early 2009

Posted on Dec 27, 2015 3:59 PM

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Q: Mail on El Capitan has problem with reply and reply all

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  • by William Lloyd,

    William Lloyd William Lloyd Dec 27, 2015 4:18 PM in response to DanaMarksVoice
    Level 7 (21,158 points)
    Dec 27, 2015 4:18 PM in response to DanaMarksVoice

    I use reply and reply-all many times per day every day, and haven't seen a crash like you mention.

     

    Any chance you can post the _entire_ crash log, rather than just the beginning of it?

  • by vdpillar,Solvedanswer

    vdpillar vdpillar Jan 5, 2016 10:42 AM in response to DanaMarksVoice
    Level 1 (10 points)
    Jan 5, 2016 10:42 AM in response to DanaMarksVoice

    Exactly the same bug in Mail appeared in my system with El Capitan 10.11.2. The empty new mail window is unresponsive and cannot be closed, but the other functions in Mail apparently are working fine, such as creating a new mail and sending it and browsing messages. The only solution for the empty window is to force quit, but there is no crash report. Opening Mail again does not solve the reply message bug. The only solution is to restart the computer.

    MacBook Pro (Retina, 13-inch, Late 2013) OSX El Capitan (10.11.2).

  • by DanaMarksVoice,

    DanaMarksVoice DanaMarksVoice Dec 31, 2015 7:45 AM in response to William Lloyd
    Level 1 (0 points)
    Dec 31, 2015 7:45 AM in response to William Lloyd

    Thanks for your message.  I tried to post the entire error log, but this forum rejected it because of some hinky characters included in it.  Rather than trying to figure out which characters were the culprits, I gave up.

     

    I do appreciate your help.

  • by DanaMarksVoice,

    DanaMarksVoice DanaMarksVoice Dec 31, 2015 7:47 AM in response to vdpillar
    Level 1 (0 points)
    Dec 31, 2015 7:47 AM in response to vdpillar

    Thank you for validating my issue.  After reading your post I rebooted my system, and this problem has now resolved itself and the Mail program is working as expected.

     

    The answer is to restart the system!  It was like clicking my heels together three times ... I don't know why, but it worked!

  • by johnswimer,

    johnswimer johnswimer Jan 5, 2016 10:14 AM in response to DanaMarksVoice
    Level 1 (10 points)
    Jan 5, 2016 10:14 AM in response to DanaMarksVoice

    I have the same issue and rebooting only solves it for a few minutes.  Any progress made anywhere?

     

    I should add that Forward has the same problem

  • by johnswimer,Helpful

    johnswimer johnswimer Jan 5, 2016 10:41 AM in response to johnswimer
    Level 1 (10 points)
    Jan 5, 2016 10:41 AM in response to johnswimer

    I found a description somewhere that linked my issue to Trusteer Rapport.  I did testing with it on and off and it appears to be the culprit.I can remain functional if I have mail running before enabling Rapport.  I'll be contacting Trusteer to let them know.

  • by DanaMarksVoice,

    DanaMarksVoice DanaMarksVoice Jan 5, 2016 10:41 AM in response to johnswimer
    Level 1 (0 points)
    Jan 5, 2016 10:41 AM in response to johnswimer

    Well, johnswimer, everything was working fine yesterday.  I was able to reply, reply all, and forward messages on all of my accounts without any problem.  I'm not saying it has anything to do with your message, but after receiving notification of your response I tried it again, and it is failing regularly again.  I will try to reboot later today to see if the problem resolves itself again, but you are right ... this is a temporary fix, and since we don't know what is causing it, we don't know what to do to prevent it.

     

    One interesting point that may help a developer figure this out ... after killing and restarting Mail several times, the Window menu item shows that there are several New Windows listed, and one has a black diamond next to it.  I have no idea what this means, but it may be a clue.

     

    Just saw your message about Trusteer.  I use it also at the recommendation of my bank.  I will try to zero in on its involvement, and will mention it to the Trusteer support folk as well.  Thanks for this input.

  • by DanaMarksVoice,

    DanaMarksVoice DanaMarksVoice Jan 5, 2016 10:47 AM in response to DanaMarksVoice
    Level 1 (0 points)
    Jan 5, 2016 10:47 AM in response to DanaMarksVoice

    Thanks for the Trusteer Rapport thought.  I just disabled Trusteer and Mail is working as expected.  I will submit a ticket to them ASAP.

  • by johnswimer,

    johnswimer johnswimer Jan 5, 2016 10:48 AM in response to johnswimer
    Level 1 (10 points)
    Jan 5, 2016 10:48 AM in response to johnswimer

    Here is what Trusteer says:

     

    They know about the issues.  Try Re-installing. 


    You can download Rapport from https://www.trusteer.com/support/rapport-installation-links by clicking on the drop-down and choosing you financial institution.

     

    If that doesnt't work, try submitting a ticket using https://www.trusteer.com/support/submit-ticket

  • by johnswimer,

    johnswimer johnswimer Jan 5, 2016 10:58 AM in response to johnswimer
    Level 1 (10 points)
    Jan 5, 2016 10:58 AM in response to johnswimer

    Re-installing dos not fix the issue.  I'm leaving is disabled.

  • by johnswimer,

    johnswimer johnswimer Jan 5, 2016 11:09 AM in response to johnswimer
    Level 1 (10 points)
    Jan 5, 2016 11:09 AM in response to johnswimer

    My bank knows about some issues and will be contacting Trusteer.

  • by johnswimer,Helpful

    johnswimer johnswimer Jan 5, 2016 1:03 PM in response to johnswimer
    Level 1 (10 points)
    Jan 5, 2016 1:03 PM in response to johnswimer

    Here is what Trusteer said:

     

    Thank you for contacting Trusteer Technical Support.

     

    The issue you have reported is currently being investigated by our company experts and we expect it to be resolved in a future release of Rapport.

     

    Meanwhile, as a workaround, please try to disable Rapport's protection from screen captures of sensitive information and let us know if the issue is resolved.

     

    To disable Rapport's protection from screen captures of sensitive information:

    1. Open Rapport's Console by choosing - Apple Menu > System Preferences > Other > Trusteer Endpoint Protection

    2. Click the 'Security Policy' tab.

    3. Enter the letters as they are shown in the image and click OK.

    4. Locate 'Block Screen Capturing' and select 'Never' in the drop-down menu.

    5. Click 'Save' and reboot your Mac.


    So far so good for me with this.

  • by DanaMarksVoice,

    DanaMarksVoice DanaMarksVoice Jan 5, 2016 1:15 PM in response to johnswimer
    Level 1 (0 points)
    Jan 5, 2016 1:15 PM in response to johnswimer

    I got the same response from Trusteer.  I have tried it and so far it works.  I will wait about 24 hours to respond to them to see if I run into a problem again.

     

    Thanks for your tip on this ... that really got the solution rolling for me.

  • by Jamie007,

    Jamie007 Jamie007 Jan 6, 2016 10:27 PM in response to vdpillar
    Level 1 (10 points)
    Jan 6, 2016 10:27 PM in response to vdpillar

    Hi,

     

    Exact same problem with mine too - SO frustrating!

     

    Jamie

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