Email Problems

Sending/Receiving Issues

If you are experiencing the following issues:

• emails not sending or getting stuck in the outbox
• not receiving emails
• not receiving emails from certain distribution lists or users

Please select the 'Sending/Receiving Issues' button to the right. 

The following information is required in the ticket:

• List the email recipient address(es)
• Provide the exact email subject line (allows us to verify we are investigating the correct email)
• Date sent
• Provide any relevant information of the issue you are experiencing.

Outlook Desktop Client Problems

If you are experiencing any of the following issues with your Outlook desktop client:

• Client not opening
• Client not working correctly
• Client freezes or doesn't respond

Please select the 'Outlook Desktop Client Problems' button to the right. 

The following information is required in the ticket:

• Specify on what device the problem is occurring, i.e. University laptop, tablet, phone, etc.
• As detailed of a description of what is actually happening, include a screen shot of any error message you might be receiving

Not Able to Log In 

If you are unable to successfully log into either your Outlook desktop client or Outlook on the web, or are experiencing login error messages, please select the 'Email Log In Problems' to the right.  

The following information is required in the ticket:

• Email address of person(s) affected
• As detailed of a description of what is actually happening, include a screen shot of any error message you might be receiving
• Specify on what device the problem is occurring, i.e. University laptop, tablet, phone, etc.
• Indicate whether you are able to log into any other services, i.e. Teams, WarriorWeb, your on-campus computer, etc.

Quarantine or Junk Email Issues

If you have emails that are consistently going to your Quarantine or Junk folders and you know them to be legitimate and necessary, please select the "Quarantine/Junk Email Issues" to the right.  We will assist with verifying and investigating the problem.

The following information is required in the ticket:

• Name and email address of person(s) whose emails are going to quarantine/junk
• Subject line(s) of the affected email(s)
• Date(s) of emails affected
• Is this a reoccurring quarantine of this person(s), meaning has this happened with them on more than one occasion?

Email Hyperlinks Not Working

If you send an email that includes a hyperlink, and the hyperlink is being modified after sending, select the "Email Hyperlink Issues" button to the right.  We will assist with investigating the issue and determine if it meets our criteria for resolution.  

NOTE:  This is ONLY for emails that require clear visibility to its recipients due to the content that is being sent, professional representation of the University, or for emails that are on an automated schedule that are integral to University and student business. Each request will be heavily scrutinized.

Example:  A good hyperlink is:  https://blue.box.example   

However, after sending it gets turned into:

The following information is required in the ticket:

• The full hyperlink(s) that you are trying to submit, including:  https://