Common mail receipt problems
Important: UITS is preparing to retire the Cyrus (Webmail) service, and users can no longer create new Cyrus accounts. Current users are not affected at this time, and will be given at least six months' notice before Cyrus is discontinued. For more information, see About the Cyrus (Webmail) retirement.
If you are not receiving all of the email sent to your Indiana University email address:
The messages may have been misdirected. This can
- You use the Account Management Service (AMS) to set up email forwarding to an email account other than your IU Exchange account.
- You inadvertently set up a mail forwarding loop.
- An error exists in the IU email address database.
The messages may have been blocked. This can
- A sender outside IU sends mail to your fully specified Exchange address.
- Your email account exceeds its size limit.
- A message contains an attachment that is blocked by your mail filter.
- The source email system has exceeded the UITS bandwidth limit.
Exchange account mail forwarding issues
In the AMS, you can configure mail forwarding so that messages sent
to your IU email address (e.g.,
email@example.com) are forwarded automatically
to your account on another email service (e.g.,
firstname.lastname@example.org). However, if
your IU email account is on IU's Exchange service, email sent to your
IU email address from other IU Exchange accounts will bypass the
forwarding you set in the AMS and land in your Exchange mailbox.
If you want to use another email service to read mail sent to your IU email address, including email that's sent from other IU Exchange accounts, you must create a forwarding rule on the IU Exchange server in addition to setting up forwarding in the AMS; see In Microsoft Outlook for Windows, or in Outlook Web App (OWA), how do I automatically forward all of my IU email to another address?
Mail forwarding loops
If people emailing you receive bounce-back messages that mention "excessive recursion", the problem is most likely due to a mail forwarding loop. You can inadvertently cause a mail forwarding loop by configuring mail forwarding in such a way that email sent to you has no final destination.
To fix this problem, make sure your primary email address and mail forwarding settings are properly configured; see:
A problem can occur in the IU email address database if you encountered an error while using the AMS to create your accounts, or if you left the university temporarily and needed to have your accounts re-enabled. Make sure your primary email address and mail forwarding are configured properly in the AMS. The relevant database updates overnight, so changes you make in the AMS may not take effect until the next day. If your problem persists, contact your campus Support Center for help.
Mail sent to fully specified Exchange addresses
Any message sent to your fully specified Exchange account address
email@example.com) from an
email system outside IU will be rejected and generate a bounce message
to the sender. Make sure your contacts outside IU know to use your
primary IU email address (e.g.,
Mail exceeding your storage allotment
If your email account exceeds its allotted storage space, it will be unable to receive further email until you either clean out your account or request a storage increase. See the appropriate instructions for your mail system:
- For Cyrus mail accounts (i.e., IU Webmail), see About your Cyrus mail storage space.
- For Exchange accounts, see About storage space on the Exchange server.
Mail with blocked attachments
UITS maintains mail filters that block attachments that commonly contain viruses, or that are protected or contain protected content. This blocking behavior varies, depending on an attachment's origin, so it is sometimes possible to receive messages with these types of attachments; see Attachments that are blocked from email accounts
Mail exceeding bandwidth limits
One of the ways IU protects its email system from huge volumes of spam is by limiting each host to sending only several hundred messages per minute. If someone is sending email from a non-IU host that has exceeded its bandwidth limit, that email may not get through to you; see Measures used by IU to reduce spam and virus-infected email
The architecture of IU email systems separates internal university mail flow from the rest of the Internet, providing a layer of protection that allows IU email to flow reliably between its students, faculty, and staff members. For this reason, it is expected that all official university email is sent via the IU system, and not through external, non-IU hosts; see Information about official communications from the university to students