You must update your Rogers email account settings

[57]

I got an e-mail on one of my e-mail accounts this morning. Interestingly I only got it on one of our accounts, not the other three accounts that my wife and I have.

At first I thought it was phishing, but it appears that people who use certain e-mail clients (like Outlook) will have to reconfigure those clients for a "new password" (app password).  Webmail  doesn't appear to require the change. 

The e-mail states:

Important: You must update your Rogers email account settings.
 
Protecting your data is as important to us as it is to you. Rogers is making several security upgrades and implementing a new authentication system to further protect you and your data.
 
Rogers requires you to update your email settings to continue using your email account.
 
It only takes a few minutes of your time to ensure you have uninterrupted access to your email.

There is a link as follows indicating the people who need to do this, as well as instructions on how to do it:

http://www.rogers.com/web/support/internet/email/442

Please excuse me if this is discussed elsewhere. I did try searching and didn't find a thread on this specific topic.

***EDITED LABELS***

[User14]

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@RichardF wrote:

It would of course be utter cynicism to suspect any one of trying to freeze out rival mail apps or anything like that? 

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Skepticism or Cynicism? Just like the Dropbox privacy controversy with Condoleezza Rice on its board.  With 275 million users you wonder who stirs up the controvesy to drop Dropbox.  Aaron Levie's Box.com, Apple's iCloud, Microsoft's OneDrive, Privately owned SpiderOak or Google Drive. Some say Dropbox is an NSA company with their DbxSvc.exe constantly checking your PC.   Who knows eh?   

[57]

I got yet another e-mail today from Rogers today saying:

"Action required: Deadline approaching | Mesure à prendre : Date limite imminente"

It included a dead link as follows:

https://www.rogers.com/customer/support/article/update-email-settings

C'mon Rogers, at least check your e-mails before sending them!

Edit - Looks like Rogers fixed the dead link above.  Thanks.  (it used to go to "did you find what you were looking for", which still flashes on the screen, but it looks like now it forwards to the correct page)

[BS]

@RichardF  Just to clarify what I found on Microsoft's actions around OAuth(2) support, which Yahoo is now requiring.

For microsoft mail, they have updated it for Yahoo only, by adding the option to set up a Yahoo account rather than a pop or smtp account which then gives you the automated set up we find on our phones.  They released this on the Windows 10 creator version - not all will have it.

They have also updated the protocols in their 2017 version of Office 365 and outlook.com access with a new API set, but it doesn't appear they are doing anything with their 2013 and 2016 Outlook software on the desktop.

So we are left with the workaround.  Maybe it will show on the next desktop version.  I would give you links, but I will leave you to find them on Google as there are many statements out there, and much are very technical about the underlying coding and access to API's.  The one link I provide will clarify Mail change over, and the same thing applies to Outlook.com accounts, and the 2017 version of Office 365.

All older ones are not supported.

Microsoft Outlook, was only supported as of the 2017 version, and they do not intend to update older version (yeh, I know 2016 is not old in the big picture).

Now is there some nefarious reason why they delayed updating, or refusing that means that their software will lean towards their own Outlook live accounts, well if I owned the company, I would spend the money on new version as they come out as you are rewriting at that point, but I am not sure I would spend the money to patch older versions, when there is a workaround to make it work that Yahoo implemented.

Same as Rogers does not support Thunderbird, Pegasus and other apps - although the process is the same, and Thunderbird and Pegasus say to update to the current versions of their apps (remember these two are open source - so there is an army of people who will take it on).

Why does Rogers not support their older apps (at some point they don't want to spend money on it and they are in the business of selling new versions of Outlook and Office apps on subscription every year now, and they do sell stand alone versions too.  Money makes our world go round unfortunately.

For the new version of Windows Mail on latest creator version of Windows

https://support.office.com/en-us/article/Set-up-email-in-Mail-for-Windows-10-7ff79e8b-439b-4b47-8ff9...

And for Outlook

[JKnott]

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@BS wrote:
Same as Rogers does not support Thunderbird, Pegasus and other apps - although the process is the same, and Thunderbird and Pegasus say to update to the current versions of their apps (remember these two are open source - so there is an army of people who will take it on).

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Thunderbird supports OAuth2 on GMail, but not Yahoo.  Why the difference?

[Freddie55]

All my email accounts are sent to my gmail account via POP.  I then access my gmail account on my computer,  ipad and phone from there.  Do I need to deal with the new account settings?  I already have dual activation on the gmail account.

[BS]

@Freddie55

There was some reported issues with emails not being forwarded during the change, and I had to deal with it, but it seems to have been cleaned up.

I am guessing that you are still getting your mail in gmail as you have before all this started.

So no, you should not have to deal with the new settings at all.  But gang up on me if I turn out to be wrong, we are talking about Rogers Yahoo mail here and there has been no shortage of issues arise with this change over. 

Bruce

[User14]

Rogers SUBSCRIBED folders slow to synchronize using Outlook 2016

@RogersRoland

Ever since changing to the 16 character Application Password for Outlook (2016) it takes forever for the IMAP subscribed folders to synchronize.  Any ideas why this has happened?

I followed the Steps shown for Outlook 2016 to use the App password: 

How-To-Updating-your-Rogers-Yahoo-Email-Settings

Here is what the Outlook Send/Receive Progress box looks like nearly all the time now.  

Should I archive all my emails to my PC and delete them on the server?  I don't remember this ever happening in the last few years using Outlook for Rogers/Yahoo email.

 

[RogersTony]

Hello @User14,

Having to wait such a long time to sync your emails can get really annoying after a while. Especially if it's happening every time you load up your email client.

The changes that were made should not be affecting the time it takes for outlook to sync your emails. Do you use any other devices or email clients say on a Smartphone or Tablet? Do you notice sluggishness there as well or is it only in Outlook 2016 on one specific device that you've noticed it thus far? 

It may be a good idea to delete the email profile on Outlook and set it back up again from scratch to see if that helps speed up the syncing process.

I have not come across this issue before but if there are others in the community that are experiencing similar issues please feel free to chime in.

Some of the Resident Experts @Gdkitty, @Datalink, @gp-se may also be able to shine some light on this issue.

Regards,

RogersTony 

[User14]

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The changes that were made should not be affecting the time it takes for outlook to sync your emails.

-  I agree. The NEW app server password should not affect the synchronization, but it only appeared to start after I made the changes for the 16 character App password.

Do you use any other devices or email clients say on a Smartphone or Tablet?

- Yes  an iPhone and an iPad.   Both synchronize with the server quickly. 

Do you notice sluggishness there as well or is it only in Outlook 2016 on one specific device that you've noticed it thus far?  

- Only on the PC for the Rogers Account where I changed from my OLD password to the NEW Application Password as requested. Other Outlook Accounts on my PC have no problems synchronizing from what I can see.

It may be a good idea to delete the email profile on Outlook and set it back up again from scratch to see if that helps speed up the syncing process.

 - See below

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I first set up a new *.pst account and moved the emails I had on the *.ost account to the .pst account.  Note that the INBOX emails from the *.ost file did *NOT* transfer to the *.pst file, but the emails from the other folders did. FWIW. That wasn't a problem for me as I rarely use my Rogers email, but I would recommend just deleting the Outlook Rogers email account so that the original emails remain on the server.

My second step was to delete the offending Outlook Rogers IMAP email account.  I then added it back as a NEW Outlook Rogers IMAP account.  I tried using the NEW Application Password for the incoming and outgoing servers during the set up, but it was rejected/refused.  I had to use my OLD password to finalize the NEW account creation. 

In doing the NEW set up,  the outgoing server field also showed  smtp.mail.yahoo.com  as the default but I changed it to smtp.broadband.rogers.com which may not be right.  This may be what caused the issue, but currently all IMAP Folders are synchronizing and not hanging up for the 10-20 minutes as before. I will let it run for a few days as I don't use Rogers email on a regular basis because of these issues and problems. 

[BS]

@User14  You are commended for you ability to stick this one through to the bitter end.

Who will ever know why this happened, but I think you did every single troubleshooting step that I could think of.

I hadn't thought of transferring everything out of the offending account, and creating a new one.

Clarify for me though is the new account you created, an outlook account attached to the old Rogers yahoo account, or did you create a brand new Rogers account.

Did you use the old 16 character passcode, or create a new one?

Just wondering.

Great example of what trouble shooting looks like at a deep level -  need to be pretty stubborn to stick at as long as you did.

Great job.

Bruce

[User14]

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Clarify for me though is the new account you created, an outlook account attached to the old Rogers yahoo account, or did you create a brand new Rogers account.

Did you use the old 16 character passcode, or create a new one?

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Some Background. We have two user accounts with Windows 10 and Outlook 2016 on both. My wife uses her Rogers email account all the time, and I get to solve her issues.  Lucky me! My Rogers email account was created for me when we signed up for our Internet but I rarely use it. I tend to use Gmail & Hotmail.  Until the "must update" request by Rogers things sort of worked for my wife but when she had a problem, I could compare the issue using my account.  Each of us had our OLD passwords to log on with Outlook.

Now, AFTER the request to change to the 16 character App password for Outlook, her IMAP folders synchronized as before but mine didn't.  Her IMAP subscribed folders were Bulk Mail (Junk Email on the server), Sent, Drafts (Draft on the server), Trash, plus Outbox, Notes, Deleted Messages.   Note ARCHIVE wasn't subscribed, nor INBOX.

On my side, I subscribed to the Inbox, Draft, Sent, Archive, Bulk Mail, Trash, Outbox folders on the server. Note I had INBOX and ARCHIVE subscribed and she didn't.   

My subscribed folder would never "complete" synchronizing after I changed to the App password for Outlook.

I just deleted the Rogers Account from Outlook, then I  added the SAME old Rogers Account back. I didn't create a new Rogers email account.   In order to set up Outlook for Rogers email I had to use my OLD password as the 16 character App password was refused.   That's all she wrote so far.  

The problem could be that I subscribed to ARCHIVE and INBOX and she didn't. Or, I have the wrong names of the folders compared to the server.   We'll see what happens. So far, without the App Password, ALL folders are being synchronized. Archive, Bulk Mail, Draft, Inbox, Outbox, Sent and Trash. This is how it was originally set up for my IMAP settings.   I'll give it a few days before trying the 16 character App password again. If it fails to synch, then I'll unsubscribe Archive and Inbox to test that configuration.

Cheers, 

[BS]

@User14  Thanks for that detailed write up of what you have done - yes, I know what it is like to be the techie in the house.

After reading all that, just sounds down right "weird".  You have one of those famous tech problems that seems to have no logic for what is happening.

Differences in synchronized folders - on IMAP, should make no difference, but it may - to be tested still.

Your old password works, but your app passcode of 16 letters doesn't - no logic there either.

Works on your wife's, but not yours.

Enough to just give up and find another alternative.  But it appears you love to solve a problem, me too, that is why I am so interested.

I am just glad I wasn't in a position anymore to have to do any of this, but I did test various software email clients and ran into the weird one with Thunderbird.

I have been involved in many an email change over of protocols, security, servers, clients over the years, and have never seen anything like this.

Go figure - thanks for letting us follow your journey.

Bruce

[User14]

Bruce, 

As you know, when you have many variables it is very hard to diagnose the problem.  I may have changed the name of one of my subscribed folders and therefore synchronization may have hung up. Perhaps creating or renaming a folder in Outlook on the PC may not have been created on the server.

Below are the initial folders that are created.

We have Spam on the server and Bulk Mail in Outlook. I could have created the problem by changing a folder name to Junk Email.  My wife's folders has Junk Email on the server and on Outlook, but also a Spam folder exists on the server.  She also has Deleted Messages on the Server and on Outlook, but also a Trash folder exists on the server.  People can see the permutations and combinations here when you start subscribing to IMAP folders between Outlook and the Server or changing the names. 

Last point if you happen to loose your Yahoo emails like me and want to recover them asap, go to this site: 

Recover lost or deleted emails

As of July 2017:

Initial Rogers-Yahoo folders for emails were:

Initial Rogers-Yahoo subscribed folders in Outlook 2016 that get synchronized with IMAP settings   

                                         
I'll pause and see if this setup keeps working before I think about changing to the 16 letter app password as requested.  

[User14]

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@User14 wrote:

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 Note that the INBOX emails from the *.ost file did *NOT* transfer to the *.pst file, but the emails from the other folders did. FWIW. That wasn't a problem for me as I rarely use my Rogers email, but I would recommend just deleting the Outlook Rogers email account so that the original emails remain on the server.

 Just a quick note on my comment above.   The emails were actually moved to the INBOX of the *.pst file.   What seems to have happened was the VIEW for the INBOX folder of the *.pst file I created was in the "Hide Messages Marked for Deletion" view.  Once I change the view, the emails appeared.  FYI, you can  wipe out all custom views and return all views to "factory default" setting by closing Outlook then go to Start menu >  type Run  then type Outlook.exe /cleanviews  and click OK. You may not want to do this and just change the offending folder. The DRAFT folder was the same way. 

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[DrMike]

Does anyone actually know for sure what the drop dead date for this change is? They keep warning us but I can't see any info on an effective date. Anyone?

[BS]

@DrMike  To date, I have not personally seen anything official, only hear say.  

Yes, it would be nice that since Rogers never did give an official drop dead date, that if it is in place now, tell us.  Sure they warned us to do the changes in preparation, but nothing has ever been said by Rogers directly since.

Bruce

[User14]

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@User14 wrote:

Last point if you happen to loose your Yahoo emails like me and want to recover them asap, go to this site: 

Recover lost or deleted emails

                                         
I'll pause and see if this setup keeps working before I think about changing to the 16 letter app password as requested.  

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(Here is an update on my experiences as of 27 July 2017) Using Outlook 2016 for my Rogers Account, I converted to the 16 letter app password as requested here: Update Your Rogers Yahoo! email Account   

Rogers do say: "In order to improve the integrity and security of your email service, we will soon require all incoming and outgoing mail to use Secure Socket Layer (SSL) encryption. This means our customers must make small configuration changes in their email client settings."

As noted in this thread, when I updated the app password, my subscribed folders would not synchronize for some reason.   To be fair, I did update another Outlook 2016 account that used Rogers email as the default, and the folders did synchronize.  However, please note that things are not working well on this Outlook Account either.  When sending, a pop-up occurs with the app password and you need to click OK each time. Sometimes you don't get the pop-up and it looks like if you are sending to another Rogers client, it's fine.  If it is a gmail or sympatico client you are sending to, then you might get the pop up twice.   

To fix my synchronization problem I had to delete the Rogers email from Outlook and then reestablish it to get the folder to synchronize. NOTE: In order to reestablish it, I had to use the old password for access. 

Prior to doing this however, I moved all my emails from my various Rogers webmail folders to a new .pst file I created in Outlook on my PC, that I called "Rogers Account". In so doing I thought I lost my INBOX emails but it turned out that the VIEW setting needed to be changed for the INBOX folder of my "Rogers Account". I had the  "hide messages marked for deletion"setting to view this folder which was a puzzle.  

Note that I did try the "Recover Lost or deleted emails" function and here is all I got back from Yahoo:  

"Hello,
You've reached the Yahoo Mail Restore Team.
If you've submitted a restore request for missing email please check your account as you are the account owner and know your email best! Give the restore process about 8 hours to work. Should you still be experiencing the issue feel free to visit the Yahoo! Help Pages for further assistance. Thank you and have a great day!
Warm regards,
Yahoo Customer Care Mail Restore Team"

I did the request on 22 July and now it is 27 July, but nothing has turned up in my Rogers webmail except their "Your Rogers bill is now available" email.  All this to point out how a "small configuration change" requested by Rogers can result is a significant cascade failure.  If you change to the 16 character app password, I hope you don't go through this experience.    Hopefully, I have left a trail of breadcrumbs you can follow.

[RogersCilio]

Hey @DrMike,

I can definitely understand your concern, unfortunately I don't have a hard cut off date yet. Best practice is to simply ensure  you have your settings updated. Once I have the information available, I'll be sure to update you and the Community as well!

Thanks for understanding.

Regards,

RogersCilio

[DrMike]

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@RogersCilio wrote:

Hey @DrMike,

I can definitely understand your concern, unfortunately I don't have a hard cut off date yet. Best practice is to simply ensure  you have your settings updated. Once I have the information available, I'll be sure to update you and the Community as well!

Thanks for understanding.

Regards,

RogersCilio

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Thanks. Main reason I asked is that the other day my wife had hours long issues trying to log into her Rogers mail on Outlook 2007 and I figured, OK they have dropped the boom even though all we had were vague (date) warnings to date. And now I have no choice.

But it turned out to be not the case - just a "normal" Rogers problem that kept her out for hours.  

[AnneSimcoe]

Well, hopefully that cutoff day will not come any time soon since I cannot access the Rogers Member Centre to create the app.  I have asked Rogers to help but no response.  I can access my email no problem, but I can not generate the required app.

I have tried several times.  When I click on my account, I get to the Rogers Member Centre, but when I get the Welcome screen to manage my email account and try to log in with my rogers email and password, I get the following message:  "We are sorry but the system is not available."  So I am at a loss.  Maybe I should just stop using Rogers email and start using my Gmail instead.  Unfortunate.

[User14]

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@AnneSimcoe wrote:

When I click on my account, I get to the Rogers Member Centre, but when I get the Welcome screen to manage my email account and try to log in with my rogers email and password, I get the following message:  "We are sorry but the system is not available."  

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Anne,

From the Welcome Screen you should be able to get in.  It hangs up often especially if you have ADD BLOCKERS with your Chrome or Edge Browser. I open with Firefox without any add-ins or blockers when this happens.  I have complained that I can't read MY BILL  with the ADD BLOCKER