SLeepdepD

HP Mini 1000: “Home Screen Mail w/ Gmail and IMAP?”

by on Feb.27, 2009, under Technology

Me to HP @ 2/27/2009:

My netbook has the MiE OS. The home screen says “Mail – Not Configured” even though I’ve followed the instructions setting up my e-mail account in Thunderbird. My e-mail account is Gmail, using an IMAP connection if that’s helpful.

HP to Me @ 2/27/2009:

Hello SLeepdepD,

Thank you for contacting HP Total Care.

I gather from your email that you would like to know whether there are any upgrade plans from Ubuntu 8.04 to 8.10 and Firefox from 3.04 to 3.06.

I also see that you are unable to configure your email account and the screen says “Mail – Not Configured” even though you have configured it.

SLeepdepD, regarding the issue with configuring the email account on your netbook, I request you to give us some time so that we will try to configure the email account in our lab systems and will get back to you with the next steps.

I would like to inform you that currently there are no upgrade plans to upgrade Ubuntu or Firefox in (MIE) Mobile Internet Experience.

If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare

Sincerely,
Debbie
HP Total Care

HP to Me @ 3/2/2009:

Dear SLeepdepD,

This is Debbie from HP Total Care.

This is a followup email concerning our recent email interaction regarding the email account configuration whihc says “Mail-not configured” even though you had set it up.

SLeepdepD, as we are researching for an exact resolution, I request you to reconfigure the email account. Follow the below instructions:

To set up your email account, follow these steps:

In the Mail section of the Home Screen, click Click here to set up your email. The Mail Setup window opens.

Click Thunderbird Account Settings. The New Account Setup wizard opens.

Click Email account and then click Next.

Follow the on-screen instructions to set up your email.

Please get back to us with the screenshot of the error or the message by pressing FN + Insert button, where you get as “Mail-Not configured” which would help us in arriving at the right solution.

If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our Web site at:

http://www.hp.com/go/totalcare

Sincerely,
Debbie
HP Total Care

Me to HP @ 3/2/2009:

Debbie,

Thanks for responding to my e-mail.  The HP Mini is my first HP computer and thus far I have been very impressed by the attention of the support staff.  Thank you!

I’ve followed the directions you detailed in your e-mail for setting up my Thunderbird account.  Again, I’m using Gmail via the IMAP protocol.  I don’t know if this makes a difference to the mail widget on the home screen.

I’ve included several screen shots: my home screen (after the Gmail account has been setup), my Thunderbird interface (I’ve blurred out some of my Gmail Filters for security, but otherwise the screen shot is intact), and then a series of screen shots of my Gmail Account configuration.

I hope this is enough to debug the issue; please let me know if you need anything else from me.  Thanks!

Me to HP @ 3/16/2009:

Debbie,

It has been a couple weeks since I’ve heard anything on this issue.

I’m still encountering the problem.  Is there any new information you can give me?

Thanks.

HP to Me @ 3/19/2009:

Hello SLeepdepD,

Thank you for writing back.

Your inquiry has reached HP Technical E-mail Support Team and unfortunately, we do not have enough information to answer your query and if you need further assistance on this issue, I recommend you please contact our HP HP Total Care Team at 1-800-474-6836.

In the end, I apologize for any inconvenience this might have caused.

For information on keeping your HP and Compaq products up and running, please visit our Web site at: http://www.hp.com/go/totalcare

Sincerely,
Richard
HP Total Care


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17 Comments for this entry

  • pablojavier

    Did you get any new response? Same thing happens to me!

    • SLeepdepD

      I’ve edited the post and included two new e-mails in the thread. The last e-mail from HP still looks pretty much like a standard troubleshooting template response. In their second to last response they requested: “…give us some time so that we will try to configure the email account in our lab systems and will get back to you with the next steps” so I was just going to wait awhile.

      I’ll send them another e-mail and update this post. I suggest you contact them as well (here); maybe the more people they hear from the higher priority this issue will receive. Please let me know if you receive any additional information and I’ll do the same!

  • Willy

    I’m having the identical issue but in my case HP won’t even respond because I did a restore of the Mi Linux interface on a Mini 1000 that came with XP – and they tell me that consequently my warranty is voided and if I need help it would have to be on a pay-as-you go basis. Having Googled the problem it would appear that even if I paid for the help, they don’t seem to know what is going on.

  • Willy

    No, when I called HP tech support about the unconfigured mail issue on the Home Page, they told me that even though my mini is only a few weeks old, because I installed Mi over the original XP I voided the warranty and they couldn’t offer any free tech support.

  • Willy

    Just gonna use it with the glitch until Win7 is released. Found another silly error: if you don’t shut down the computer the date under your name on the welcome screen remains the same as it was when you first turned it on.

  • jL

    I just bought a Mini on Sunday, and this is affecting me, too.

    What’s really troubling is that it’s now nearly May already, and HP remains silent on the issue… I have 11 days left on my store’s return policy, and so I’m thinking the move is to return the thing, and keep an eye on the issue — if HP can demonstrate that they’re not douche bags (by at least addressing the problem, but hopefully also fixing it), I’ll re-buy it.

    Unless, of course, the coming Apple device doesn’t take my money before HP gets their act together.

    • SLeepdepD

      Actually, I noticed this issue fixed a couple weeks ago. You may have to do a system restore, or just delete and re-add your Gmail IMAP account in Thunderbird. This is kind of a non-issue for me now however because I installed Ubuntu 9.04 Netbook Remix on my HP Mini.

      From previous comments, it sounds like this voided my warranty–so be forewarned if you do this too, but I got tired of the little bugs and having to wait so long for updates–especially Firefox security updates. I just installed it yesterday, so I haven’t used it a lot, but it seems to be OK–except for sound, which is a known bug and I’m sure will be fixed (if there’s not a manual fix someone has figured out already). UNR 9.04 seems faster too–but that’s just my opinion.

  • jL

    Yes, installing any OS that didn’t ship with the device is a warranty no-no… as sweet as the latest Netbook Remix does look.

    Thing is, I paid to have a working product.

    I’m disinterested in having to void my warranty to get a functional system. I just want to use IMAP – it’s not exactly the bleeding edge of tech in 2009.

    Plus, as you note, their update managers seem to be dragging their feet.

    Considering this issue has been reported for several months, it should frankly be something that a software update check should fix, and that’s what’s giving me concern over committing to the purchase.

    I’ve found some restore instructions, and will give it a go tomorrow — thanks for the direction on that one!

    • SLeepdepD

      Yeah, I agree with you–you should have a functional product out-of-the-box. Like I said, the dashboard–with Gmail and IMAP–was working for me after a recent update. Let me know how things work out.

      • jL

        So, I called their phone support to resolve the issue. The short version is that they concluded they needed to put me in touch someone more senior, but that no such person was presently around, so they took my contact information to call me back.

        I was told to expect a call with 48 hours.

        Nearly 2 weeks later (just tonight) I hadn’t heard from anyone, so I decided to give another call.

        I was on the phone with a support “technician” for nearly 2 hours, most of it spent sitting in silence. The “conclusion” to this call was that I needed to be transferred to a higher tier support, and that it would cost me money since the problem lay with “third-party software” (namely, GMail).

        This irritated me.

        I spent a futile 10 minutes explaining that the “issue” lay within their support domain because Thunderbird was perfectly capable of sending and receiving email (indicating the Google interface not being at fault), and that the issue was between two pieces of software that shipped with the computer, and that were therefore under their support domain.

        Nothing I could say could make this person understand that his asking me to pay for support regarding an issue that was cause by a bug in their software was simply insane.

        It is difficult to exaggerate the visceral dissatisfaction with which I regard HP’s customer support at this time.

  • Jessica

    I just purchased the HP Mini 1000 and I have no idea how to set up my email account. It talks about some Thunderbird setting but I do not see any of that anywhere. Can you help?

    • jL

      Hi, Jess. On the chance that this might be an easy one, can you provide some more information? What setting is it talking about?

  • Kitsuta

    I had set up my mail account and everything was working. Then when I had finished downloading my mail, it refused to load saying it was not configured. So I got an idea. I didn’t want 4000 messages cluttering up my computer anyway, so I deleted old messages until I had about 250 messages (the start of the month and an arbitrary number). Suddenly my inbox displays on the home page!

    I don’t know if moving messages out of your inbox will work or if they must be deleted, but this may be the core issue for a lot of people still experiencing this problem. Good luck!

      • Kitsuta

        Yeah, it looks like I had managed to get some sort of crazy pop3/imap setup on my desktop that was neither one nor the other. I reconfigured it to correctly use imap and now it doesn’t work. I still got the home screen flickering my mail when I created a filter to archive old messages, but after a restart it’s back to square 1.

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