You must update your Rogers email account settings

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
I'm a Senior Advisor
Posts: 2,152

Re: You must update your Rogers email account settings

@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

I'm a Trusted Contributor
Posts: 515

Re: You must update your Rogers email account settings

 


 

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?

 


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, 

 

 

 

 

 

I'm a Senior Advisor
Posts: 2,152

Re: You must update your Rogers email account settings

@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

Highlighted
I'm a Trusted Contributor
Posts: 515

Re: You must update your Rogers email account settings

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 Yahoo folders.png

 

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

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

I'm a Trusted Contributor
Posts: 515

Re: You must update your Rogers email account settings


@User14 wrote:

 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. 

 

 


 

I'm a Senior Contributor
Posts: 201

Re: You must update your Rogers email account settings

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?

I'm a Senior Advisor
Posts: 2,152

Re: You must update your Rogers email account settings

@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

I'm a Trusted Contributor
Posts: 515

Re: You must update your Rogers email account settings


@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.  


(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.  Smiley Wink  Hopefully, I have left a trail of breadcrumbs you can follow.

 

 

Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: You must update your Rogers email account settings

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

I'm a Senior Contributor
Posts: 201

Re: You must update your Rogers email account settings


@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


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.  Smiley Frustrated