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BrettOnTheNet

56 posts

Master Geek


#83909 23-May-2011 22:27
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Hi there

I have an HTC Snap, less than a year old. I use several email accounts on the phone. Up until last week I have had no problems downloading emails.

Starting late last week my phone would hang on either "Connecting", "Disconnecting" or "Logging On" when it tried to access some of my accounts. When this happens all the accounts are effectively stopped from accessing their servers and no emails get downloaded.

The accounts which are failing are:
1) a straight Gmail account
2) a Google Apps account (which uses Gmail)

Both of these accounts are set up to use IMAP.

I have another account which is not a Gmail account. When I deleted the gmail accounts, the phone worked fine with this non-gmail account (set to use IMAP too).

As soon as I setup a gmail account again, the problem returns.

I reset the phone to factory default and started again, but no luck.

I thought then that perhaps it was a hardware fault, so I took it into the store. They said they would send it off to be checked and gave me a loan Palm Treo. I set up my email accounts on the Treo and exactly the same thing happened. Thereby ruling the phone itself out of the equation.

I'm stumped. I've googled for an answer, but can't see anything. I can't understand why the phone worked no problem this time last week, but now it's useless for the main thing I need it for!

Could this perhaps be an XT problem? Or any other suggestions you can think of would be great.

Thanks a lot
Brett

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plutarcho
4 posts

Wannabe Geek


  #473263 24-May-2011 07:21
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I have the exact same problem with a Sprint HTC Snap (Win 6.1).  
I have an Outlook Exchange account & a Gmail (IMAP) account.  Beginning May 19th, my Gmail account would hang on Connect/Disconnect/Receiving Folders/Logging In.  At that point, I could not access my Exchange account or any other internet application.  If I went to Task Manager and ended the Gmail process, I couldn't get back into Messaging without a reboot.

Did Google change something?  I've deleted & re-created the Gmail account twice (once after a hard reset to factory settings), it worked for a few syncs, but then crashed again.  

Any ideas??  I guess I could just forward my gmail to my other email, but I don't want to mix my work & personal emails. 

BrettOnTheNet

56 posts

Master Geek


  #473270 24-May-2011 07:58
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Ah... at least I'm not alone. May 19th sounds about right, and it's got to either be a change at Google or a change at XT.

I find that if I end the messaging task, I can open it up again, but half the time it crashes while doing so. If I end the task, wait about 30 seconds and open it up again it opens up fine.

Someone from XT complex support was supposed to be ringing me at home last night but that never happened. Why was I not surprised!

But armed with this information that this is not an isolated problem I think I will try again.

 
 
 
 


plutarcho
4 posts

Wannabe Geek


  #473273 24-May-2011 08:08
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I'm on Sprint in Dallas, Texas, so it's probably Google.  I searched through their forums, but didn't turn up anything (though it is a bit difficult it figure out what search terms to use).

BrettOnTheNet

56 posts

Master Geek


  #473276 24-May-2011 08:16
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I just found one list of things to try (for iphone4, but this is all google-side). I have not had a chance to try this yet myself.


Please try those following steps for iPhone users attempting to use the Mail app -

1. Make sure you have IMAP enabled in your Gmail account and disabled POP

2. Use https://www.google.com/accounts/DisplayUnlockCaptcha to unlock your account just in case

3. Add smtp.googlemail.com and smtp.gmail.com, with no username and no password (left as optional) and turn on SSL (Use SSL > ON) with Authentication as Password, and configure both of them to be ON in your Outgoing Mail Server in the 'Other SMTP Servers' list

4. Lastly, log into your Google Accounts through https://www.google.com/accounts/Login and go to Personal Settings > Security > Authorizing applications & sites

The most important part is, create a name for your Application-specific password for example "iPhone" and when the password is created in the 'Generate new application-specific password box', use that new generated password in your Gmail Account Information on the iPhone below your email address as that's going to be used, not your email account password!

WARNING: Once you hide the password or logged out, you will not be able to see the password again so either memorize it in your own way or if you lose it, generate a new password and REVOKE the old password


plutarcho
4 posts

Wannabe Geek


  #473282 24-May-2011 08:28
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Here are others with the same problem.  Google appears to be looking into it:
http://www.google.co.jp/support/forum/p/Google+Mobile/thread?tid=62077c5f41b7cf17&hl=en

http://forum.xda-developers.com/showthread.php?t=1089588 

old3eyes
8454 posts

Uber Geek

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  #473294 24-May-2011 08:46
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Gmail works fine on my wife's XT SGS1




Regards,

Old3eyes


BrettOnTheNet

56 posts

Master Geek


  #473301 24-May-2011 08:58
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@Old3eyes... is she using POP or IMAP? We're having issues with IMAP.

@plutarcho... thanks for those links. I will take a look

 
 
 
 


akia
489 posts

Ultimate Geek

Trusted

  #473307 24-May-2011 09:14
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Guys can you ensure you've logged a call with the helpdesk so that they can investigate. I'll flick your scenarios through to some tech guys here and get them to have a quick look to see if it's anything simple that they can recommend.

BrettOnTheNet

56 posts

Master Geek


  #473311 24-May-2011 09:22
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If you look at my original post you will see that my issue had already been raised with tech. This was done in-store, and it was arranged that someone from Telecom would call me last night at home to discuss.

No surprises though... no call from Telecom

In saying that this clearly seems to be a Google thing... some of those threads that plutarcho pointed out are describing exactly the same problem, and the users are all over the world. Not just kiwis on XT.

old3eyes
8454 posts

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  #473314 24-May-2011 09:26
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BrettOnTheNet: @Old3eyes... is she using POP or IMAP? We're having issues with IMAP.


@plutarcho... thanks for those links. I will take a look


What ever the default is set to  when she got it from Telecom..




Regards,

Old3eyes


akia
489 posts

Ultimate Geek

Trusted

  #473315 24-May-2011 09:27
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Hey guys,

This is what my device guys have said:

****
This is likely to be a Google issue (as per the google/xda forum posts linked in that thread).

One suggestion I can make is to try and use Activesync ? instead of IMAP.

See: http://www.google.com/support/mobile/bin/answer.py?answer=138636&topic=14299
****

lxsw20
2469 posts

Uber Geek


  #473330 24-May-2011 09:59
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Yeah, was just going to say, use active sync see if that works.

plutarcho
4 posts

Wannabe Geek


  #473331 24-May-2011 10:01
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I have Outlook Exchange running on ActiveSync for work, so that's a non-starter.  

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