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Question: I cannot reinstall my btinternet email account in Mail...

It all started with Mail not being able to get new mail (but I could still send) last Thursday. I spent days fiddling with the stuff, always ending with "unable to verify account name or password" (but it worked fine on webmail). I contacted the Apple support service who led me through deleting my account and trying to reinstall it but when that failed, I was told that it was a btinternet issue. I then had three completely unhelpful chats with BT including one who put me in touch with a "tech expert" whose first remark was that I was going to have to pay £30 if I wanted any assistance... Am I the only one?? I searched all the discussions and tried reinstalling, etc. I am also NOT particularly computer savvy. If anyone has a creative idea and the patience to lead me through the steps, I will be VERY glad to hear and FOR EVER grateful!!


MacBook Pro with Retina display, OS X El Capitan (10.11.6)

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Mar 13, 2018 10:33 AM in response to Paulafrombelgium In response to Paulafrombelgium

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. Please post if this worked or not.

Isolating an issue by using another user account

If the problem is still there, try booting into the Safe Mode using your normal account. Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up after waiting 10 seconds. 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 un-installer or by using the developer’s uninstall instructions. For each disable/delete, you will need to restart if you don't do them all at once. Please post if this worked or not.

Safe Mode - About El Capitan
also Sierra

Safe Mode Startup – El Capitan. also Sierra

If it works in the Safe Mode, try running this program when booted normally and 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. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on your computer. No personal information is shown. You can run the report for free at least once, but if you run it several times, at some point it will ask you to pay a license fee.

Etrecheck – System Information

Mar 13, 2018 10:33 AM

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Question: I cannot reinstall my btinternet email account in Mail...