Middlebury

Difference between revisions of "Email Issues"

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== See also ==
+
<br>
* [[Email configuration]]
 
* [[List Manager]]
 
* [[WebMail]]
 
  
== Problems connecting to Middlebury e-mail ==
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== See also  ==
 +
 
 +
*[[Email configuration]]
 +
*[[Webmail_Help|Webmail]]
 +
 
 +
== 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))?
 
*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.
 
*Check basic things like IP and registration status.
*If user is connected ''both'' to Eth wired network ''and'' to midd_unplugged, Outlook might be trying to connect through wireless network. To test this, disable wireless network &amp; try again.
 
  
== Create new Outlook or Entourage profile ==
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== 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:
 +
# Make sure you have the current Global Address List by using Webmail or [http://help.unc.edu/help/exchange-how-to-update-the-global-address-book-in-outlook manually updating it] in Outlook.
 +
#Start typing the name of the person or group you want to send to.
 +
# 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.
  
For troubleshooting without risk of data loss, creating a new profile (Outlook) or identity (Entourage) 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. (good idea to delete extra identities in Entourage, as they take up space, and keep email cached on the local hard drive).
+
== Create new Outlook profile or identity  ==
  
== Webmail is not in Sync with Outlook, Entourage, Mac Mail, my Blackberry, etc. ==
+
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).
  
Problem: My e-mail clients (Outlook, Entourage, Mac Mail, etc, etc) are not in sync with the e-mail server (represented by&nbsp;Webmail)
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For details on how to create&nbsp;a new Outlook profile or identity see:
  
Solutions: Various. You don't want to use POP accounts. IMAP accounts are OK if you remember that IMAP by default only downloads your Inbox and your Sent items (though with some e-mail clients, IMAP sent items may still differ from the server's sent items). However if you're using the Exchange protocol (for the most part) and your mailbox does not sync properly, there are a few things to try: Make a new profile in Outlook (switch to a new identity in Entourage). Let it sync up. Does Outlook/Entourage 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), for Entourage this involves using the Entourage Database Utility (http://support.microsoft.com/kb/268322). In addition, for Outlook, you can also force Outlook to cleanup your profile: Exit out of Outlook (File =&gt; Exit), click on Start =&gt; Run =&gt; type in "outlook /cleanprofile" (without the quotes) and click OK. Finally, for Blackberries you should make sure that your are connected to our Middlebury blackberry server (not available for students), and not using POP or IMAP. For the blackberry, you may need to review your mail options - the blackberry by default shows you a "unified" view in your Inbox, dumping sent/received messages in the same "view" - it's possible to turn this off.
+
*[[Create a New Profile in Outlook|Create a New Profile in Outlook (wiki)]]
 +
* [https://support.microsoft.com/en-us/kb/829918 Create a New Profile -- Outlook 2010, 2013, & 2016]
 +
* [https://support.office.com/en-us/article/Manage-identities-edc1a942-8242-46bd-8a9b-076553d5494d Create a New Identity -- Mac Outlook 2011]
 +
* [https://support.office.com/en-US/article/Manage-profiles-in-Outlook-2016-for-Mac-fed2a955-74df-4a24-bef6-78a426958c4c Create a New Profile -- Mac Outlook 2016]
 +
<br>
  
== I've sent an email from a shared mailbox, but the email was not sent ==
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== Repair an existing Outlook profile or identity ==
  
'''Problem:''' You've sent email on behalf of a shared mailbox, but no one received the email
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* [https://support.office.com/en-us/article/Fix-your-Outlook-email-connection-by-repairing-your-profile-4D5FEBF6-7623-486B-9A9F-D5CFC4264AF3 Repair an Outlook 2010, 2013, or 2016 profile]
 +
* [https://support.microsoft.com/en-us/kb/2360509 Rebuild a Mac Outlook 2011 identity]
 +
<br>
 +
 +
== Webmail is not in Sync with Outlook, Mac Mail, my phone, etc.  ==
  
'''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.
+
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)
  
'''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.
+
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 =&gt; Exit), click on Start =&gt; Run =&gt; type in "outlook /cleanprofile" (without the quotes) and click OK.
  
== Message Content Rejected Error From Barracuda ==
+
== I've sent an email from a shared mailbox, but the email was not sent ==
  
Problem: Customer sent an e-mail with a URL and received an "Undeliverable" message from Barracuda. The body of the message from Barracuda states the following:
+
'''Problem:''' You've sent email on behalf of a shared mailbox, but no one received the email
<pre>You do not have permission to send to this recipient.  For
 
assistance, contact your system administrator.
 
&lt; #5.7.1 smtp; 550 5.7.1 Message content rejected, UBE,
 
id=27026-04-3&gt;
 
</pre>
 
Cause: In the hopes of preventing URL spam, the Barracuda spam filter blocks URLs to outside (non middlebury.edu) e-mail addresses. OR the email contains any kind of compressed file, including .zip, .rar, and ''.docx.&nbsp;''
 
  
Solution for URLs:
+
'''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.
  
*Remove the links and send only the text of the link, without http://
+
'''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.
*So, for example, if http://www.middlebury.edu/helpdesk gets blocked, try sending middlebury.edu<br>
 
 
 
Solution for Attached Files:
 
 
 
*Remove or rename the extension to something like .txt<br>
 
*In some cases whoever is recieving file will have to replace the original extension<br>
 
*OR don't save in compressed format (ie save as word 2003 document rather than 2007)
 
 
 
This is what the Helpdesk suggests when such an issue is reported (doesn't mention compressed files):
 
<pre>The most likely culprit for the Barracuda Spam Firewall to have rejected an outgoing message from you is an embedded link in your message.
 
You can send the text of links, but the text only.  In order to fool the firewall a link must look like this:
 
middlebury.edu/helpdesk
 
rather than
 
http://www.middlebury.edu/helpdesk
 
and the recipient would be required to copy and paste the address into their browser.
 
 
 
With yahoo or other free email accounts the weblinks show up at the bottom of the message and these are sometimes blocked.  Check your
 
message and see if it has these links and then resend with deleting the links before sending.  Let us know if you still have problems.
 
</pre>
 
Alternatively, perhaps a more complete version&nbsp;(?&nbsp;feel free to edit):<br>
 
<pre>Your emails were blocked by our spam filter (barracuda), which is why you received those undeliverable emails. Without having copies of the
 
emails you were trying to send, I can only speculate, but usually outgoing emails are blocked for either having a compressed file with
 
extensions like .zip or .docx, or for having a link or multiple links the spam filter thinks are suspicious.
 
 
 
If you had an attached .zip or .docx or other compressed file, you can try sending the email again from an outside address (i.e. your
 
gmail address) so that the email never interacts with our spam filter. If your email contained any links, again you can try sending the
 
email again from an outside email address, or you can remove the http://www from the beginning of the link, or otherwise make the link
 
unclickable. If the link is unclickable or the http://www is missing from the beginning of the link, the spam filter should not block the
 
email. However, the person receiving your email will have to copy the link into his or her address bar and add the http://www again in
 
order to get to the website.
 
 
 
Unfortunately there is no way for us to change the spam filter's settings in order to allow individual outgoing emails. You can allow
 
individual incoming emails by going to go/spam, but there is no way to change the settings for outgoing emails.
 
Please let us know if you start having issues with outgoing emails that do not have attachments and do not contain links.
 
 
 
</pre>
 
  
== Common Errors for Rejected (bounced back) or Undeliverable E-mail ==
+
== 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:
 
In these situations it is very important to look at and extract a few crucial lines from the bounce back message:
  
# The first line describes WHAT action failed (e.g. '''Delivery has failed to these recipients or distribution lists''':)
+
#The first line describes WHAT action failed (e.g. '''Delivery has failed to these recipients or distribution lists''':)
# The second line describes WHO was the recipient (e.g. LS French School Community)
+
#The second line describes WHO was the recipient (e.g. LS French School Community)
# The third line describes WHY the action failed (e.g. '''Your message wasn't delivered because of security policies''' )
+
#The third line describes WHY the action failed (e.g. '''Your message wasn't delivered because of security policies''' )
# Under the line "'''Diagnostic information for administrators'''" are a few more tidbits of useful info
+
#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.
 
*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.
 +
 +
[[Category:SPAM]]
 +
[[Category:Reputation]]
 +
[[Category:Bounceback]]
 +
[[Category:E-Mail]]

Latest revision as of 11:28, 7 July 2022


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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