Email Issues

See also

Problems connecting to Middlebury e-mail

  • Can you login to other Middlebury Services (like public computers, print stations, web directory (go/dir click logon link on bottom))?
  • Check basic things like IP and registration status.

Problems sending to a specific Midd address

When you send a message through Outlook or Webmail, it will automatically "cache" or store the address for you for faster typing next time. Unfortunately, these autofill addresses use an internal identifier, not just the e-mail address you can see. Sometimes things need to be re-created behind the scenes, which changes the internal identifier. The solution is as follows:

  1. Make sure you have the current Global Address List by using Webmail or manually updating it in Outlook.
  2. Start typing the name of the person or group you want to send to.
  3. When you see their address pop up to autofill, don't press Tab or Enter - click the X instead and finish typing the address. This should send to the new, correct account.

Create new Outlook profile or identity

For troubleshooting without risk of data loss, creating a new profile (Outlook) or identity (Outlook for Mac) is preferable to deleting accounts and setting up fresh. After new profile/identity has been in use and proven to contain all connections to accounts, and local or network address books, calendars, and personal (archive) folders, the old may be safely deleted. (It's a good idea to delete unneeded profiles/identities as they take up space since they contain email cached on the local hard drive).

For details on how to create a new Outlook profile or identity see:

Repair an existing Outlook profile or identity

Webmail is not in Sync with Outlook, Mac Mail, my phone, etc.

Problem: My e-mail clients (Outlook, Mac Mail, iPhone, etc.) are not in sync with the e-mail server (i.e. what you can see using Webmail)

Solutions: Various. There are a few things to try:

  • Make a new profile in Outlook (switch to a new identity in Outlook for Mac). Let it sync up. Does Outlook match what you see in Webmail?
  • If you want to avoid setting up a new profile, you can try repairing your current profile. For Outlook, this involves running a Microsoft program called scanost.exe (http://support.microsoft.com/kb/287497). In addition, for Outlook, you can also force Outlook to cleanup your profile: Exit out of Outlook (File => Exit), click on Start => Run => type in "outlook /cleanprofile" (without the quotes) and click OK.

I've sent an email from a shared mailbox, but the email was not sent

Problem: You've sent email on behalf of a shared mailbox, but no one received the email

Cause: If you're using a new mailbox (recently created) you'll need to log into that mailbox directly before anyone can send on behalf of the mailbox.

Solution: Go to webmail and logon to the mailbox using the mailbox username/password. If you don't know the password for the mailbox contact the Helpdesk. NOTE: Student groups with questions about student group mailboxes should contact the CCAL office for password information.

Common Errors for Rejected (bounced back) or Undeliverable E-mail

In these situations it is very important to look at and extract a few crucial lines from the bounce back message:

  1. The first line describes WHAT action failed (e.g. Delivery has failed to these recipients or distribution lists:)
  2. The second line describes WHO was the recipient (e.g. LS French School Community)
  3. The third line describes WHY the action failed (e.g. Your message wasn't delivered because of security policies )
  4. Under the line "Diagnostic information for administrators" are a few more tidbits of useful info
  • if you see "550 5.7.1 RESOLVER.RST.AuthRequired", then look lower down for "Received". Most distribution groups on campus require that messages TO those groups be sent via Exchange (Outlook/Entourage + an Exchange account, or Webmail) E.g. "Received: from outbound-mail-02.bluehost.com " means that this was sent from a foreign SMTP server. That is why sending this message failed.
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