I realize the information below can be long and technical. However, I want to make sure we are providing you with the necessary information up front, which I'm hopeful that with your help, we can resolve the problem.
Things I'm going to cover in this email are:
SIGNING ON AS AN ADMIN
USING SUPPORTED BROWSERS
CLEARING YOUR CACHE
ENABLING JAVA SCRIPT
INSTALL THE LATEST JAVA SCRIPT
TEMPORARILY DISABLE ANTIVIRUS/ANTISPY/FIREWALL PRODUCTS
DISABLE INTERNET BROWSER ADD-ONS/PLUG-INS
If, after trying these troubleshooting steps, you're still having trouble with your Yahoo! Mail account, simply reply to this message and we will continue to investigate.
Now, on to the recommendations!
SIGN ON AS AN ADMINISTRATOR
Please make sure that your computer account has administrative privileges and that you're signed in as the administrator. This is especially important if you're in a work or shared computer environment. If you're not sure, please check with your computer vendor or Help desk to verify your computer privileges.
If you already have administrative privileges, let's move on to the next recommendation.
USE A SUPPORTED INTERNET BROWSER
Let's check out your browser. Most issues with Yahoo! Mail can be resolved quickly by ensuring you're using an up-to-date Internet browser. You can also try switching to a supported alternate Internet browser. Please check out the list at the Yahoo! Help web site below for supported Internet browsers:
http://help.yahoo.com/help/us/mail/errors/errors-19.html
Did updating or switching to a supported Internet browser help resolve the issue? I hope so! If not, please move on to the next recommendation.
CLEARING YOUR CACHE
Let's try clearing your browser cache first. We've found that this usually takes care of a lot of issues. When you need to clear your cache, follow the instructions below for your browser and version.
* Internet Explorer 6.x for Windows:
1. Choose "Internet Options..." from IE's Tools menu.
2. Click the "Delete Cookies" button, and choose "OK" when prompted.
3. Click the "Delete Files" button, and select to "Delete all offline content".
4. Click "OK" when prompted.
5. In the bottom right-hand corner of the Internet Options page, click the "Clear History" button, and choose "OK" when prompted.
6. Click the OK button at the bottom of the Internet Options window.
7. Close and re-start your browser.
* Internet Explorer 7.0 for Windows
1. Choose "Internet Options..." from IE's Tools menu.
2. Click on "Delete" under "Browsing History".
3. Click on "Delete All" at the bottom, and choose "OK" if prompted.
4. Click the OK button at the bottom of the Internet Options window.
5. Close and re-start your browser.
* Netscape 7.x for Windows or Mac:
1. From the Edit menu, choose "Preferences...".
2. Click the plus sign (+) to the left of "Advanced" on the left side, and then choose "Cache" from the drop-down list.
3. Click the "Clear Memory Cache" button, then click "OK".
4. Click the "Clear Disk Cache" button, then click "OK".
5. Click the "OK" button at the bottom of the Preferences window, then close and re-start your browser.
* Mozilla Firefox 2.0 for Windows or Mac
1. Choose "Tools" from Firefox's main menu.
2. Select "Options" from the pulldown menu.
3. Click the "Privacy" tab on the left, and click the "Clear Now " button next to "Ask me before clearing private data".
4. Click the OK button at the bottom of the window.
5. Close and re-start your browser.
* Safari 3.0.x.
1. First click the 'Safari' menu
2. Select 'Empty Cache' from the 'Safari' menu
3. Then, click the 'Safari' menu again
4. Select 'Preferences' from the 'Safari' menu
5. Select the 'Security' Tab
6. Click 'Show Cookies'
7. Click the 'Remove All' button to remove all cookies
* Other Browsers:
If you are running a browser other than those listed above and would like more information on how to clear your browser's cache, please refer to your browser's help file.
If you are running an older version of the browsers listed above, we highly recommend upgrading your browser to the newest version available.
ENABLE JAVASCRIPT
Let's also make sure your JavaScript is enabled. JavaScript is a simple programming language that's essential to any modern Internet site. Without JavaScript enabled, the Yahoo! Mail client may not perform as designed. To fix this, make sure that you have JavaScript enabled. Here's how:
Internet Explorer 6.0:
1. From the "Tools" menu, click "Internet Options."
2. Click the "Security" tab.
3. Click "Internet" to select the Internet Zone.
4. Click "Custom Level."
5. At the bottom of the page, select a Medium or Medium Low setting from the "Reset to:" pull-down menu.
6. Click "OK."
7. Click "OK."
8. Close and relaunch your Internet browser.
Internet Explorer 7.0:
1. From the "Tools" menu, click "Internet Options."
2. Click on the "Advanced" tab and then in the "Settings" list, scroll down to the "Security" section.
3. Select the "Allow active content to run in files on My Computer" check box.
4. Click "OK."
5. Click "Apply."
6. Click "OK."
7. Close and relaunch your Internet browser.
FireFox 1.5:
1. From the "Tools" menu, select "Options."
2. Click the "Content" tab.
3. Select both the "Enable Java" and "Enable JavaScript" options.
4. Click "OK."
5. Close and relaunch your Internet browser.
FireFox 2.0:
1. From the "Tools" menu, select "Options."
2. Click the "Content" tab.
3. Select both the "Enable Java" and "Enable JavaScript" options.
4. Click "OK."
5. Close and relaunch your Internet browser.
Safari 2.x:
1. From the "Safari" menu, select "Preferences."
2. Click "Security" icon.
3. Select the "Enable JavaScript" option.
4. Click "OK."
5. Close and relaunch your Internet browser.
Safari 3.x:
1. First click the 'Safari' menu
2. Select 'Preferences' from the 'Safari' menu
3. Select the 'Security' Tab
4. Check the 'Enable Javascript' checkbox
Did enabling JavaScript in your Internet browser help resolve the issue? If not, please hang in there with us as we move on to the next troubleshooting recommendation.
INSTALL THE LATEST JAVA RUNTIME ENVIRONMENT
The Java Runtime Environment contains essential updates to the Java programming language, developed by Sun Microsystems. To ensure you have the latest package installed, try downloading and installing the latest version of this software. It's available as a free download here:
http://www.java.com/en/download/manual.jsp
Did installing the latest Java Runtime Environment correct the issue? If not, don't give up hope -- we'll get this figured out yet! Let's move on to the next recommendation to help identify the issue.
TEMPORARILY DISABLE ANTIVIRUS/ANTISPY/FIREWALL PRODUCTS
Maybe one of your security applications, such as your antivirus, anti-spyware, or firewall products, is causing a problem with your Yahoo! Mail.
To see if this is the problem, please temporarily disable your security software to see if the issue goes away.
1. For most security software products, you can right-click on the security software icon in the bottom right-hand corner of your screen, by the system clock. This will usually pop up a menu with "Preferences" or "disable" as an option.
2. Try to change one of those options to see if the issue goes away.
Please note: In some cases, you might not be able to completely disable the security software. The directions for each security software package differ from vendor to vendor. If you need help, please get in touch with your security software vendor or computer Help desk.
After disabling your security software products, did the issue go away? If not, please try the next set of recommendations.
DISABLE INTERNET BROWSER ADD-ONS/PLUG-INS
Each Internet browser comes with optional upgrades or enhancements commonly known as "add-ons" or "plug-ins." These features make your Internet browser more useful. Common uses include (but aren't limited to):
" Toolbars
" News or Stock Tickers
" Instant Messaging
" Weather alerts
" Email alerts
" Antivirus/Antispy
" Games
Certain add-ons or plug-ins can actually cause problems running some web sites. To find out if this is the case, please try one of the following tasks for your specific browser:
If you're running Internet Explorer 6.0:
1. Close out of all instances of the Internet Explorer Internet browser.
2. Select "Start."
3. Select "Settings."
4. Click "Control Panel."
5. Double-click "Internet Options."
6. Select the "Advanced" tab.
7. Under "Browsing," clear the "Enable third-party Internet browser extensions (requires restart)" check box.
8. Relaunch your Internet browser.
If you're running Internet Explorer 7.0:
1. Close out of all instances of the Internet Explorer internet browser.
2. Select "Start"