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MAC Air Laptop

Posted on 2015-01-02
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Last Modified: 2015-01-07
Who can help with this MAC Issue please.

I am going to help a friend who has a MAC Air laptop. My knowledge with MAC is not that great, therefore I did a phone call discovery to find out what the problem is before I go there. this is what she said to me in an email:

**I have a 2013 Mac Air laptop:

3. I have three emails accounts, I am using entourage and I  failed to load them in  to this laptop. I use Entourage. (I have successfully added this new email account to my MacBook Pro, iPad Air and iPhone. ) In the process of my attempts I have put in place servers designations on the Mac Air that I don't need. I don't know how to get rid of them. I suspect that if I can figure out how to delete these unnecessary servers I can establish the new email account.

4. I have been asked by Apple if I want to upload the new Yosemite operating system on my Mac Air. Given my experience with Yosemite on my MacBook Pro, I'm afraid to do that and would like advice on whether I should.**

- There are any smart questions I should ask when I go to see her laptop today to understand better what steps I need to take in order to fix this laptop ?
- can someone provide a step by step guide on how to add and remove email accounts using Entourage on a Mac Book please
- I know how to do an OS Upgrade to Yosemite  on a Mac Air.
- I Also know how to back up the information's.
What else should I ask in order to start this process please.

thank you for your help.
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Question by:Italiabella
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23 Comments
 
LVL 53

Expert Comment

by:strung
ID: 40527854
I would suggest not to upgrade to Yosemite. There are also sorts of reports of wireless problems and problems accessing external drives. Give it a pass until Apple fixes those.

You don't say what operating system the user is using. That is important to know. You can find out by pulling down the Apple menu to About this Mac.

Why is the user using Entourage? That is really old software and I think it is no longer supported. Unless the user needs to connect to an Exchange 2003 server, he or she is better off using the built-in  MacMail.

If all the user's accounts are IMAP or Exchange 2007 or newer, the easy thing to do is to set up fresh accounts in Mac Mail.
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LVL 53

Expert Comment

by:strung
ID: 40527860
It has been a long time since I used Entourage, but if memory serves, there is an accounts section in the Entourage prefs where you can add or delete servers. However, unless there is a good reason to use Entourage, it is time to scrap it. The last released version of Entourage was part of MS Office 2008 for Mac. It was replaced by Outlook for Mac in Office 2011.

As I have said the only reason to keep Entourage is that it alone has the ability to connect to an Exchange 2003 server from a Mac. MacMail will connect to Exchange 2007 sp2 and newer.
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ID: 40527862
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Author Comment

by:Italiabella
ID: 40527871
wow Strung you are a guru now :). thank you so much for all these vital info, I feel much more comfortable now.

I have a MAC Air and I did Yosemite and luckily I have no problem. I also upgraded friend and still that one was successful. Now all the info you gave me opened a universe of questions for me :).

You are right I don't know what kind of OS she is using, so the first thing later today once I have the laptop with me I will discover what kind of OS she is running. ( thank you for telling me how to find it out).

During a phone conversation she told me that she is connecting to the Server but I didn't ask what Server. Hopefully is not Exchange 2003. This is another thing I will discover today when I go to see her.

I didn't know about Mac Mail, and I love it may be I can surely use this for her 3 accounts. I will only need your guidance about how to add the 3 accounts that she has.

What is the right question to find out if her accounts are IMAP ? She probably doesn't know either :). How can I find that out ? What should I ask please ?

I have a MAC air how can I test on my laptop MAC mail ? Can you send me the instructions please. I have either a yahoo account or a gmail account that I can set up in my MAC air as a test to learn something more while I am waiting for her laptop.

Strung thank you for you support and for being so prompt.
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Author Comment

by:Italiabella
ID: 40527877
I agree let skip Entourage if possible.
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LVL 53

Expert Comment

by:strung
ID: 40527892
In Mail, go to Mail>Preferences> Accounts.

This will tell you if you are set up a POP3, Exchange or IMAP. See screenshot:

/Users/johnstrung/temptemp/Screen Shot 2015-01-02 at 9.55.47 AM.pdf

Most mail services now use IMAP as POP3 is pretty much obsolete. At one time, you had to specify which you wanted to use on your Mail Server's web page (this used to be the case with Gmail), but I thin pretty much everyone defaults to IMAP now.

The best thing to do is to go the web page of the particular service you are trying to set up. They usually have detailed instructions for Mac Mail.

MacMail will set up most common services, like Gmail, pretty well automatically using a wizard.

See also:  http://support.apple.com/en-ca/HT1277

http://www.macworld.com/article/2027270/setting-up-email-on-your-mac.html
Screen-Shot-2015-01-02-at-9.55.47-AM.pdf
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Author Comment

by:Italiabella
ID: 40527939
Your instructions are great and clear. I went under application and I clicked on the icon that says "Mail" but is totally different from the screen shot you sent to me. There is no go to Mail>Preferences> Accounts. it has all my emails from my yahoo account. I think is because I am also using Entourage. Actually I have never used but I installed and configured many years ago.

I need to leave home and when I will be back this afternoon probably I will have the friend laptop in front of me so that we can start looking closer all the issues she is experiencing.
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LVL 53

Expert Comment

by:strung
ID: 40527956
In Mail, pull down the Mail Menu to Preferences. There should be an Accounts Tab. See attached screen shot.
Screen-Shot-2015-01-02-at-10.40.57-AM.pd
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Author Comment

by:Italiabella
ID: 40528208
Found it:). I am sorry I totally feel retarded. I found it thanks to your screenshot. I have a much better understanding. now I am going to see my friend and probably get her laptop. Once I have the laptop in front of me I can be more specific and tell you what the real issues are.

In the meanwhile thank you so much. Would you like some points. or would you like we resolve the issue then give them to you ? It seems its only you and me on this issue.

Thanks,
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LVL 53

Expert Comment

by:strung
ID: 40528213
I am happy to keep assisting until the problem is resolved.
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Author Comment

by:Italiabella
ID: 40528388
Ok Strung I am back with her Mac Air Laptop. Lets take one step at the time.

the problem in this laptop is that she can not get her new work email installed and working. She doesn't uses Entourage. She has already two email accounts setup on the laptop and they are working great. By the way, her new work email is set up on her other MAC notebook and Ipad and is working great.

I tried to setup her account going to system preferences -internet accounts - clicked the + sign and put all the information.

She gave me all the info from work. it's a PoP and I have all the info about the incoming, outgoing and ports.

After 30 minutes I checked the security certificates, and in the MAX notebook the certificates are working properly there is a green check mark, in the MAC Air where the account is not working there is a red X. That is the problem ! it's a certificate issue. When the client try to communicate to the server is doesn't authenticate the certificates.
This is my guess.
now first of all I don't understand why the mail is working on other two devices and it fails in the MAC AIR 2) how are we going to fix the certificates issues ?

I am attaching some screen shot
Ceftificates.JPG
IMG-3548.JPG
IMG-3550.JPG
IMG-3551.JPG
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Author Comment

by:Italiabella
ID: 40528389
I can try to install her new work email on my MAC AIR as a test to see if it works...
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LVL 53

Expert Comment

by:strung
ID: 40528397
In the first screen shot, try clicking on the box "Always trust...." and that should solve the problem.
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Author Comment

by:Italiabella
ID: 40528406
ok I tried to set it up on my MAC Air and I have the same problem "Certificates" error, what am I doing wrong.

I think its just the way I put the information and how I type them :(
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LVL 53

Expert Comment

by:strung
ID: 40528410
From your second screen shot, it looks like this is an Exchange account, not POP3.
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LVL 53

Expert Comment

by:strung
ID: 40528411
Make sure you didn't miss my comment at 15:43:49 above.
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Author Comment

by:Italiabella
ID: 40528417
this is what I thought an Exchange account. so why the tech guy sent her the info with the POP, incoming mail, outgoing mail, and ports ?

I tried in my MAC and I clicked trust always and I think it went thought. now how can  I see the emails ? which client should I use. How can I read them ?
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LVL 53

Expert Comment

by:strung
ID: 40528420
Just continue to set it up as an Exchange account using the wizard:

http://support.apple.com/en-ca/HT201951
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Author Comment

by:Italiabella
ID: 40528431
I know I am very close, it still can not connect. I am attaching the two latest screen shot.

Thanks, a lot for your patience.
IMG-3558.JPG
IMG-3559.JPG
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Author Comment

by:Italiabella
ID: 40528440
So the password and the username are correct because I used the web mail and I can log in with no problems. I can see my test email in the account.

But I can't set it up on my Mac Air and obviously on her :( . What Am I missing ?

Thanks,
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LVL 30

Expert Comment

by:serialband
ID: 40528513
Are you sure that usicd actually uses Exchange?  You might want to just try connecting to it as IMAP or possibly even POP.
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LVL 53

Expert Comment

by:strung
ID: 40528522
In mail, pull down the Window Menu to Connection Doctor. Then in the Connection Doctor Window, click Show Detail and Check Again. Copy and past the part of the detail window that refers to the USICD account back here.
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Author Closing Comment

by:Italiabella
ID: 40536381
Excellent Thank you
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