Author Topic: Apple Mail has disappeared!  (Read 689 times)

Offline Raven

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Apple Mail has disappeared!
« on: July 01, 2021, 01:05:22 PM »
My Apple Mail has disappeared on my MBP! When I open the app it shows up for a quick second and then disappears. Message is “Apple Mail has quit unexpectedly”.
At first, I called my service provider who tried several things, and then said it was an Apple issue. I called Apple Care twice. Spent hours trying different things - rebooting, new mail account, deleted preferences. They even helped me to reload the same operating system. No dice.

They said my 2012 MPB was obsolete and wanted me to upgrade OS, but I won't because I use Adobe CS 6 apps and they don’t work in later OS. I will not buy into Creative Cloud and pay monthly fees.  :mad:

 On the second Apple call, we did learn that my email works in my other TEST account. So, I could log in to the TEST account and do my normal email stuff and return to my main account. All previous emails were there and it worked fine. BUT… a week later those emails in my TEST account also disappeared. Same as before, when I open the Mail app, it is visible for a split second and then says “Mail quit unexpectedly”. Very difficult not be able to use email on my laptop, although email on my very old 24” iMac and iPhone 11 work perfectly.

 One Apple Care support person had to go to her supervisor several times. I found there is a detailed Apple report when I get the Quit message, but Apple Care never asked to see that.
Any ideas how to get it back even though Apple Care couldn’t solve the problem?

15” Mac Book Pro 2012
OS High Sierra. 10.13.6
24" iMac, 2009, 2.66 GHz, 8 gb RAM, 640 gb HD, OSX10.10.5 • 15" MacBookPro mid 2012, OSX10.11.6 • Mac Mini OSX10.13.6 • iPhone 11

Offline jchuzi

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Re: Apple Mail has disappeared!
« Reply #1 on: July 01, 2021, 01:27:48 PM »
I can't begin to troubleshoot but I can suggest that, if possible, you make an appointment with Apple at the Genius Bar and bring the MBP with you.
Jon

macOS 11.6, iMac Retina 5K 27-inch, late 2014, 3.5 GHz Intel Core i5, 1 TB fusion drive, 16 GB RAM, Epson SureColor P600, Photoshop CC, Lightroom CC, MS Office 365

Offline Xairbusdriver

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Re: Apple Mail has disappeared!
« Reply #2 on: July 01, 2021, 03:21:37 PM »
1. Have you run Apple Diagnostics and Apple Hardware Test apps?

2. Do you have any "Crash" entries in Console.app?

3. Have you considered moving the Mail com.apple.mail.plist and/or its cache file?
« Last Edit: July 01, 2021, 03:29:15 PM by Xairbusdriver »
I don’t like the fact that my chances of survival seem to be linked to the common sense of others. :Thinking:
CAUTION! Childhood vaccinations cause adults! :yes:

Offline Raven

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Re: Apple Mail has disappeared!
« Reply #3 on: July 01, 2021, 08:43:02 PM »
Jchuzi, My closest Genius Bar is 500 miles away! I'll be there in 3 weeks and will take the MBP along. Thanks!

Xairbusdriver, I'll try #1 first.
No idea how to do #2 or #3. :-(
Thanks.
24" iMac, 2009, 2.66 GHz, 8 gb RAM, 640 gb HD, OSX10.10.5 • 15" MacBookPro mid 2012, OSX10.11.6 • Mac Mini OSX10.13.6 • iPhone 11

Offline Raven

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Re: Apple Mail has disappeared!
« Reply #4 on: July 01, 2021, 11:51:15 PM »
Xairbusdriver, I tried the Apple Hardware Test, but it's not working for me!
When I RESTART and hold down the D key, when do I let it go?..

When I release after the Chime, the OS starts in the normal manner.
When I try again and keep holding down the D key, it opens a field that says "Choose Network" where I get my WiFi service. Then I enter my password, and the screen goes black with "Error Cannot Load EFI/Drivers/Test Support.efi".
I then have to hold power button to shut down completely and power up again.

I think I'm supposed to see a Apple Hardware Test Chooser Screen for language? What to do?
24" iMac, 2009, 2.66 GHz, 8 gb RAM, 640 gb HD, OSX10.10.5 • 15" MacBookPro mid 2012, OSX10.11.6 • Mac Mini OSX10.13.6 • iPhone 11

Offline Xairbusdriver

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Re: Apple Mail has disappeared!
« Reply #5 on: July 02, 2021, 10:01:44 AM »
Please note the specific OS under the "Select version:" text at the top of the linked page. I assumed you are working with High Sierra, but "assuming" is dangerous. :whistling: Just make sure you have the correct OS form the computer you are working on selected. :yes:

Then please print the instructions on the page. I sometimes have trouble remembering the third step in a series, much less the last! :blush-anim-cl: :wallbash:

I cannot run the tests to see what happens as I don't have a computer running macOS 10, 11 or 13. All I can suggest is to print the instructions and follow them.

As for holding down the D key (or the option D, as appropriate), you can release it as soon as you see a screen showing further steps/instructions. Or until your finger(s) hurt. Too long is not a problem, too short can be. :wallbash:

We can cover items #2 and #3 after running the tests. :)
I don’t like the fact that my chances of survival seem to be linked to the common sense of others. :Thinking:
CAUTION! Childhood vaccinations cause adults! :yes:

Offline Raven

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Re: Apple Mail has disappeared!
« Reply #6 on: July 02, 2021, 12:50:35 PM »
Yes, I noted in my first post that my MBP has OS10.13.6.
I did print the Apple Hardware Test page to follow it.
I have selected High Sierra.
When I click RESTART and hold down the D key, it goes to a grey screen with "Starting Internet Recovery" and then "Choose Network".
IF if click on my WiFi option and enter my password, the screen goes black with the error message as I posted above.
If I do not do anything, I have to shut off to get out and then reboot.
It gives me no testing option.  :tears:
24" iMac, 2009, 2.66 GHz, 8 gb RAM, 640 gb HD, OSX10.10.5 • 15" MacBookPro mid 2012, OSX10.11.6 • Mac Mini OSX10.13.6 • iPhone 11

Offline Xairbusdriver

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Re: Apple Mail has disappeared!
« Reply #7 on: July 02, 2021, 02:29:32 PM »
I think we may have to move on to other things, but what are the "Network" choices offered? :Thinking:
I don’t like the fact that my chances of survival seem to be linked to the common sense of others. :Thinking:
CAUTION! Childhood vaccinations cause adults! :yes:

Offline Raven

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Re: Apple Mail has disappeared!
« Reply #8 on: July 03, 2021, 11:28:31 AM »
When I restart with D key, it says "Starting Internet Recovery".
Then it says "Choose Network".
It shows my WiFi email account number and others in the neighbourhood(?). Then it asks for my password which takes me to a black screen with that error message...
"Error Cannot Load EFI/Drivers/Test Support.efi".
Where I have to power out to be able to reboot.
Does this have something to do with why my email is missing, or am I getting into another problem?
Interesting that two Apple Care people never went through this process.

24" iMac, 2009, 2.66 GHz, 8 gb RAM, 640 gb HD, OSX10.10.5 • 15" MacBookPro mid 2012, OSX10.11.6 • Mac Mini OSX10.13.6 • iPhone 11

Offline jchuzi

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Re: Apple Mail has disappeared!
« Reply #9 on: July 03, 2021, 12:26:55 PM »
I don't remember if Disk Utility in 10.13 had the ability to run SMART. If so, try it and see if anything is amiss.
Jon

macOS 11.6, iMac Retina 5K 27-inch, late 2014, 3.5 GHz Intel Core i5, 1 TB fusion drive, 16 GB RAM, Epson SureColor P600, Photoshop CC, Lightroom CC, MS Office 365

Offline Raven

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Re: Apple Mail has disappeared!
« Reply #10 on: July 03, 2021, 01:26:27 PM »
Not sure what SMART is.  :Thinking:
I ran Disk Utility First Aid and it showed up nothing.
24" iMac, 2009, 2.66 GHz, 8 gb RAM, 640 gb HD, OSX10.10.5 • 15" MacBookPro mid 2012, OSX10.11.6 • Mac Mini OSX10.13.6 • iPhone 11

Offline jchuzi

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Re: Apple Mail has disappeared!
« Reply #11 on: July 03, 2021, 02:07:49 PM »
Check whether a Mac disk is about to fail That link explains what SMART is and shows how to use Disk Utility. TechTool Pro and Disk Warrior can also do this, if you have one of them. In DW, it's in the Hardware tab, although it may not say this explicitly.

In Disk Utility, you may have to click the View button in the toolbar to show all devices. Select the first choice (the physical hard drive), not the second (which shows the volume).
« Last Edit: July 03, 2021, 02:15:31 PM by jchuzi »
Jon

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Offline Raven

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Re: Apple Mail has disappeared!
« Reply #12 on: July 04, 2021, 03:40:13 PM »
Jchuzi, Much thanks for your suggestions. Did First Aid on DU twice. Didn't show anything unusual. See screen shot. Does that tell you anything how to get my email back?
24" iMac, 2009, 2.66 GHz, 8 gb RAM, 640 gb HD, OSX10.10.5 • 15" MacBookPro mid 2012, OSX10.11.6 • Mac Mini OSX10.13.6 • iPhone 11

Offline jchuzi

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Re: Apple Mail has disappeared!
« Reply #13 on: July 04, 2021, 04:19:56 PM »
I can't tell anything from the screenshot, except that it says that SMART is unsupported. That probably means that you selected the volume in DU and not the physical hard drive. You can try again by clicking the View button as I suggested. Even if SMART is reported to be OK, that won't help you get email back. If, on the other hand, the drive fails SMART, that indicates that the drive is, indeed, failing.

Beyond that, unfortunately, I'm unable to help.  :no2:
Jon

macOS 11.6, iMac Retina 5K 27-inch, late 2014, 3.5 GHz Intel Core i5, 1 TB fusion drive, 16 GB RAM, Epson SureColor P600, Photoshop CC, Lightroom CC, MS Office 365

Offline Xairbusdriver

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Re: Apple Mail has disappeared!
« Reply #14 on: July 04, 2021, 06:55:42 PM »
Please confirm that:
(1) You have already attempted to update at least one of the computers running 10.10.5, 10.11.6 or 10.13.6.
          AND
(2) None of them can be updated.
I don’t like the fact that my chances of survival seem to be linked to the common sense of others. :Thinking:
CAUTION! Childhood vaccinations cause adults! :yes: