Mail Freezes constantly

Mail freezes every time I address email to a new contact not in my contacts book.


Please refer to thread 8172314 (no longer active from 2 months ago) Jameson.h provided several suggestions. None worked except creating a new user account and sending email from that.


I'm using the Mail App on a Mac with the latest version of high sierra.


When does it happen: Mail freezes not when I insert the first new address in an email, but the second or subsequent email addresses, where none is in my contacts book.


Sometimes, I get the wheel and I can't even get to system prefs to force quit. I have to turn off the mac to get it to restart. It is seriously compromised.


When I force quit or turn off the mac, the "rogue" email is always still there in the background when I'm back on, without the glitch or slowdown or freeze, and I can happily press send and the original email goes, or offers me the chance to delete it.


I hope you can help.

iMac, macOS High Sierra (10.13.3)

Posted on Feb 14, 2018 6:10 PM

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5 replies

Feb 14, 2018 7:53 PM in response to staylorinoz

A Troubleshooting Protocol to Identify Problems or Fix macOS El Capitan or Later

You should try each, one at a time, then test to see if the problem is fixed before going on to the next.


Be sure to backup your files before proceeding if possible.


  1. Shutdown the computer, wait 30 seconds, restart the computer.
  2. Disconnect all third-party peripherals and remove any support software like drivers and plug-ins.
  3. Resetting your Mac’s PRAM and NVRAM
  4. Reset the System Management Controller (SMC)
  5. Start the computer in Safe Mode, then restart normally. This is slower than a standard startup.
  6. Repair the disk by booting from the Recovery HD. Immediately after the chime hold down the Command and R keys until the Utility Menu appears. Choose Disk Utility and click on the Continue button. Select the indented (usually, Macintosh HD) volume entry from the side list. Click on the First Aid button in the toolbar. Wait for the Done button to appear. Quit Disk Utility and return to the Utility Menu. Restart the computer from the Apple Menu.
  7. Create a New User Account Open Users & Groups preferences. Click on the lock icon and enter your Admin password when prompted. On the left under Current User click on the Add [+] button under Login Options. Setup a new Admin user account. Upon completion log out of your current account then log into the new account. If your problems cease, then consider switching to the new account and transferring your files to it - Transferring files from one User Account to another.
  8. Download and install the OS X El Capitan 10.11.6 Combo Update or 10.12.6 Combo Update or Download macOS High Sierra 10.13.3 Combo Update as needed.
  9. Reinstall OS X by booting from the Recovery HD using the Command and R keys. When the Utility Menu appears select Reinstall OS X then click on the Continue button.
  10. Erase and Install OS X Restart the computer. Immediately after the chime hold down the Command and R keys until the Apple logo appears. When the Utility Menu appears:
  1. Select Disk Utility from the Utility Menu and click on Continue button.
  2. When Disk Utility loads select the drive (out-dented entry) from the Device list.
  3. Click on the Erase icon in Disk Utility's toolbar. A panel will drop down.
  4. Set the Format type to Mac OS Extended (Journaled.)
  5. Click on the Apply button, then wait for the Done button to activate and click on it.
  6. Quit Disk Utility and return to the Utility Menu.
  7. Select Reinstall OS X and click on the Continue button.

Feb 15, 2018 8:21 AM in response to staylorinoz

If the above doesn't work, try running this program in your normal user account, then copy and paste the output in a reply. The program was created by etresoft, a frequent contributor. Please use copy and paste as screen shots can be hard to read. On the screen with Options, please open Options and check the bottom 2 boxes before running. Click “Share Report” button in the toolbar, select “Copy Report” and then paste into a reply. This will show what is running on your computer. No personal information is shown.

Etrecheck – System Information

Mar 28, 2018 9:42 PM in response to staylorinoz

Hi Kappy and all - sorry for the delay but troubleshooting all this takes serious time!


I have fixed this issue and although it wasn't directly what you recommended, I came up with the solution by going through all that you suggested. I finally worked out that THE ISSUE WAS A CORRUPT CONTACTS BOOK!!! I worked this out when I disabled contacts in every email account using MacMail (thanks to you, Kappy for that suggestion which led me to the answer). That fixed the problem.


I then found this suggestion: Fix corrupted Contacts database. I actually deleted all my contacts files in this section and probably completely destroyed the viability of the Contacts app. I then had to reinstall my Mac os by booting up through the Recovery HD: How to reinstall macOS - Apple Support to get the workable Contacts app back again.


My new Contacts book, now populated from my mail accounts and iCloud accounts (by checking the contacts option in the mail accounts), now works fine and my mail no longer crashes. It's been a nightmare - so glad it is now fixed.

Mar 20, 2018 1:20 PM in response to staylorinoz

I have had this exact same issue on a brand new customized iMac with upgraded SSD Drive and other upgrades for which you pay a fortune. I spent more than a month with Mac tech support and was shifted around to five different people, every one of them assuring me that they were going to be on this until it was resolved. Then they don't call you for your "scheduled" call back so you call them and have to start over with a new person. Their support is a joke. I spent hours at a time with screen sharing where they recorded and dowloaded reports and other data that was sent to their "engineers." I have two business emails and a personal email and it was happening on all just as you state. The first email would work fine, but on the subsequent emails the whole mac mail program would lock up and I'd have to force quit....I had to click on another program to get out of that window in order to do so. I also explained to them that I did not have the issue when working in webmail (business or personal) or when working on my Macbook Pro (also brand new) which had the exact same email accounts set up on it.


After reviewing the files that were uploaded to them following my first screen sharing session, I was told the "engineers" diagnosis came back and determined it was my business email server settings. They said the MX records were not correct and were diverting data to other servers.... they said it was being diverted to twocows.com. I have an email consultant I work with who set up my business emails and he checked all of the server settings and they were all correct. On my next call with tech support I explained this and reminded them that this was happening on both my business and personal emails (which go through two different servers) and also reminded them that I had no problem when working in webmail or on my macbook pro (also brand new) which has the same email accounts set up. My point was that if they thought about it, the "engineers" diagnosis did not make sense to begin with. They tried all kinds of other ridiculous things like "rebuilding" my mail...or at least that's what I was told we were doing....basically opening up folders in utilities and taking out certain mail folders. We tested immediately after and the problem persisted and I was told that it can take a while for the changes to filter through and that I should work with it a day or two to see if the problem didn't resolve. Of course it never did.


The difference between my iMac and Macbook was that I paid for data migration on my iMac which included my contacts (address book).


And just like you, that's where the issues occur. When you start typing out an email address, the mail app gives suggestions from your contacts based on similar email addresses, but once the data you're typing no longer matches any existing contact info., it should stop suggesting and take the email address you are typing. In my case, even after I typed the entire unique email address my computer would pop in one of the other similar email addresses from my address book and then it would freeze up. I explained this to the last tech support person I was working with and said I believed it had to be an issue that was occurring between the mail and the address book. At his request, I sent him a detailed email explanation with examples for him to forward to the engineers. I never heard back from him even after sending emails and leaving phone messages on his phone line (it's been 3 weeks now and I'm still waiting)


In the meantime, I finally ended up at my local genius bar and they couldn't figure it out either, but agreed it was an issue between mail and contacts. In the end the only thing we could do was disable my existing contacts so they would not link to my mail program. That did fix the issue, but it's really just a bandaid.


Sorry I don't have a fix for you. I'm replying in the hopes that Apple will see this and maybe try to figure out what the real issue is.

Mar 28, 2018 9:43 PM in response to Kappy

Hi Kappy and all - sorry for the delay but troubleshooting all this takes serious time!


I have fixed this issue and although it wasn't directly what you recommended, I came up with the solution by going through all that you suggested. I finally worked out that THE ISSUE WAS A CORRUPT CONTACTS BOOK!!! I worked this out when I disabled contacts in every email account using MacMail (thanks to you, Kappy for that suggestion which led me to the answer). That fixed the problem.


I then found this suggestion: Fix corrupted Contacts database. I actually deleted all my contacts files in this section and probably completely destroyed the viability of the Contacts app. I then had to reinstall my Mac os by booting up through the Recovery HD: How to reinstall macOS - Apple Support to get the workable Contacts app back again.


My new Contacts book, now populated from my mail accounts and iCloud accounts (by checking the contacts option in the mail accounts), now works fine and my mail no longer crashes. It's been a nightmare - so glad it is now fixed.

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Mail Freezes constantly

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