Shaw email not available on lap top or android phone

[loxie1]

I am constantly getting message on my samsung phone when I go into my emails "to use this acccount, you need to verify your identity. Tap your account below to sign in".  When I sign in with correct password, I bounce back to past message.  I have created new passwords a couple of times, which works for a try or two, and then reverts to message re verification.  Sometimes, it works to turn my phone off and on, but only occasionally. 

At the same time my thunderbird email program on my laptop stopped being able to bring in emails.  Message that it is "downloading message in inbox" but they don't arrive.  Again, one time this went away and I got emails.   Now thunderbird is requesting my password and then says "login failed".  

This has been going on for several days.  Since it is happening on two devices with shaw mail I think that is where the problem is.  I can access shaw webmail still, with the same password.

help

[mdk]

@loxie1 wrote Since it is happening on two devices with Shaw Mail, I think that is where the problem is.

I can access Shaw Webmail with the same password.

Those two sentences seem to be contradictory -- "it does not work" versus "it does work". Huh?

To me, that suggests that there is nothing wrong at Shaw's end.  I think that there would be many "me too" tags in this discussion forum, if it was a "Shaw-wide" problem.

If you need professional support, contact Support: 1-888-472-2222.

Does your Samsung keep "cookies", to minimize the number of times that you enter your ID/password?

[withheld]

I have been seeing this as well.  Thunderbird on Windows times out on IMAP, so does GMAIL on Android.  mdk doesn't seem to realize that when you mention it failing on your samsung phone and Thunderbird on your laptop but then say that webmail works, there is no contradiction (webmail is a 3rd case)  - or am I the one that is reading your message incorrectly?  As to there not being many "me too" tags - you only posted yesterday, so...

But there is hope - yesterday morning for a while it seemed to be working, then later in the day it started failing again.  This morning it seems to be working again (we will see if that continues)  - no change to any settings etc. on my end, so I would suspect a server side issue is quite possible.

[rstra]

@withheld  Your also having gmail problems? If so, that isn’t a Rogers issue.

[vernonkinley]

i don't have a lap top but i do have an i pad 

[withheld]

No, I am not having problems with my google email accounts.   GMAIL is the email app on Android, which can be used for any email servers, not just google ones.  Sorry, I should have made it clearer that I was talking about the GMAIL app failing when used to access shaw.ca email accounts, not gmail.com email accounts - those are working just fine.  I had tried GMAIL on Android as a test to see if it might just be something going on with my Thunderbird program on Windows.  Since the problem occurred on two different programs on different OS, I thought it likely to be a problem with the common factor (the shaw IMAP server).

Everything seems to be working today, so maybe the problem has been fixed.  I did not change anything on my end.

It did seem to work for a short time yesterday morning as well, but not most of the last few days.  This after working for years, with no changes made on my end between the working/not working periods (but of course there are always those pesky background updates and whatnot that may change something without one knowing).

Webmail apparently working for most people would seem to point to the IMAP server, not the background mail store, as webmail might not use the IMAP server.  Not sure how Rogers/Shaw does theirs - I have set up a few different webmail type servers over the years, some that use an IMAP connection to the mail, or some that access the mail storage in some other way (perhaps direct file access, or something like SQL queries if it is stored in a database).

[withheld]

So now it seems to be back in the failure mode, timing out.  It worked earlier today, and now works occasionally, but usually is timing out.  Maybe this is an evening problem?  Mornings appear to work more than later in the day so far - but that may be a coincidence.

[mdk]

@withheld -- physically, where are your computer(s)? 

See: https://support.shaw.ca/t5/service-updates-outages/tkb-p/service-updates

to look for scheduled outages (usually from midnight to 6 AM -- Mountain Time) near you.

Are you using a VPN?  

Are you using any "Internet Security" package that may be interfering?

Currently, I have no problems logging-in to this discussion forum, and no problems with Shaw E-mail, and no problems using the My Shaw Portal.

Do you have your own third-party router, wired between the cable-modem and your computer?

[withheld]

am in Edmonton.  There are no outages mentioned on Shaw's outage page that seem relevant.  Not using VPN, "Internet Security" package, extra router.  Got a new Rogers gen2 modem about 4 months ago, and all of that tested out well (signal strength, etc) - which actually simplified the setup, as my TV boxes were also replaced, and everything is now just one cable (no splitters, etc) straight to a single modem that connects to everything.  The IMAP problem occurs on devices connected both via WiFi and wire, so before you ask, it is not a WiFi problem.  I can always ping the servers, so it isn't just a failure to connect - that gives a different error message in my email program.

The only problem I am experiencing is IMAP timeouts to shaw.ca email.  It is working again this morning, but sometimes a bit slow to respond.  So far over the last 3-4 days, it appears to be mostly good in the morning, but evenings it mostly times out with maybe an occasional success.

I am retired (used to do IT support among other things), and my internet related activities are not much different at different times of the day, so I don't think it is anything I am doing.

I'm not really looking for a solution, as I am working on the premise that it is something with Shaw servers, so I will wait and see.  Nothing in my Shaw email is urgent enough that a delay really matters - so far I get the messages within a day or so.

I call most of this "Shaw" - I know they want to start using the Rogers name, but most things I see still have Shaw on them, and there are good reasons to keep some things that way.  For example, a Microsoft mail account can still be reached using hotmail, live, outlook domains, and maybe others - to do otherwise would annoy a lot of people.

I mostly mentioned my problems to let others that are having this problem (not you, of course) know that it might not be just them, and to add a few data points for anyone looking into it.

[mdchang]

Shaw acknowledged it was their issue when we troubleshooted my account.  They said they are working on a fix.  The "it does not work" vs "it does work" is a real problem.  Shaw webmail is accessible while IMAP using same password is not able to authenticate.  The number of Me Too tags is not an actual true indicator of whether it is a Shaw problem or not.  Shaw saying it is their problem to me is the true indicator.