UGAMail (FAQ)

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Contents

Access/Login Issues

When I try to log into my UGAMail account, I am automatically logged into another account. Why?

If you have a personal Microsoft consumer account (e.g. for Skype, OneDrive, Xbox Live, Windows 8, etc.) or an account with another organization that utilizes Microsoft services, you must first log out of that account to access UGAMail. You can do this by clicking on the sign out link in the upper-right corner of your email. You may also need to click on "Sign in as a different user" on the main sign-in page.

Known Issues with Specific Browsers

  • Google Chrome, when combined with the Skype toolbar, can cause issues sending messages through the Outlook Web interface. To disable this toolbar:
  1. Click on the wrench icon (next to the address bar).
  2. Go to Tools -> Extensions
  3. Choose "Disable" next to the Skype Toolbar entry.

General Questions

What is the Microsoft Outlook Web Application (OWA)?

The Outlook Web App is the product that powers UGAMail webmail; in this environment, OWA is synonymous with UGAMail web-based email.

How do I change my Display Name?

Please Contact the EITS Help Desk, and we will be able to update your display name.


How do I modify my Sender Picture?

At this time, we can only remove your current picture if you currently have one. Please Contact the EITS Help Desk, and we will be able to remove your sender picture.


How much email storage do I have?

25 GB

How large can email attachments be?

Up to 10 MB per attachment. The total message size for an email (text/HTML, attachments) is 25MB.


How do I send messages to multiple recipients?

Multiple email addresses/recipients must be separated with semi-colons rather than commas in the To:, CC:, and BCC fields (e.g. janeuser@uga.edu; joeuser@uga.edu; myid@uga.edu)

How do I forward my email?

Why can I not send any more messages today? How many messages can I send per day?

Microsoft limits the number of messages an account can send per day to prevent spamming from bots and compromised computers. A list of these restrictions for UGAMail are available at the link below:

  • http://help.outlook.com/en-us/140/dd630704.aspx
  • You are allowed to send up to 10,000 messages/recipients in a 24 hour period.
  • If you or your organization sends out massive amounts of messages per day, we recommend setting up a Listserv, or using our Mailgateway server. Please contact the Help Desk for details.

What is Exchange?

Exchange Server is a Microsoft product used by many businesses and organizations to provide email, calendar, contacts and more to their users. The UGAMail solution runs on this service. Although any email client capable of IMAP and POP3 connections can send and receive mail from an Exchange server, only more recent programs can take advantage of all the features of Exchange, including calendar, contact list, and task list synchronization. Such programs include Outlook 2007 and later, Entourage 2008 (Web Services Edition), Mac Mail, and many mobile devices (including Android devices, Windows Mobile phones and the iPhone).

Email Clients

How do I configure my email client?

Instructions for setting up your favorite email client, as well as mobile devices, can be found at the UGAMail documenation article.

How do I re-configure my email client when I have to change my MyID password in six months?

Passwords are not automatically updated in email clients once updated on the MyID website. Sometimes email clients will not prompt you for the new password; and instead, they will silently fail to authenticate. If this occurs, you will need to manually update the password.

For IMAP Users

In Outlook 2007:

  1. Select Tools
  2. Go to Account Settings
  3. Select UGAMail account and then Change
  4. Update password entry on this page

In Outlook 2010 and 2013:

  1. Select File
  2. Account Settings box
  3. Account Settings from the drop down
  4. Select UGAMail account and then Change
  5. Update password on this page
For Exchange Users in Windows Vista and Newer
  1. Go to the control panel
  2. Click Mail
  3. Click Email Accounts
  4. Select the UGAMail Account, choose Change
  5. Click on More Settings
  6. Choose the Security tab
  7. Check "Always prompt for credentials"

Can I use my cell phone to check the UGAMail system?

Yes. Cell phones with internet browsers may access the new UGAMail service through the web interface. Phones with IMAP/POP email or Exchange applications can be used to check and manage UGAMail. Instructions on configuring them can be found in our Documentation & Setup Guides.


Thunderbird: Attachments are Corrupted / Incomplete for PDF Issues

  • There is an incompatibility between Thunderbird and some e-mail servers that may result in attachments becoming corrupted or appearing incomplete when downloaded using Thunderbird.
  • To resolve this:
  1. Open Thunderbird
  2. Go to Tools -> Options -> Advanced -> General tab and click on the Config Editor button
  3. In the Filter: box, enter: mail.server.default.fetch_by_chunks
  4. Double click the resulting entry to set the value to false
  5. Close the Config Editor window, then click OK
    • Important: Due to the way Thunderbird caches messages and attachments, this will only affect new incoming messages. You will need to delete and then re-setup the account, which will forcibly redownload the older attachments.


Thunderbird: Why are deleted messages reappearing in my trash folder?

This is possibly due to a miscommunication between the email server and Thunderbird. There are two ways to fix this:

  • Create a "Trash" folder in UGAMail webmail. Restart Thunderbird.
  • Set your default "Trash" folder in Thunderbird to Deleted Items. To do this:
    1. Go to Server Settings underneath the mail account.
    2. Under the Server Settings heading in the Server Settings tab, underneath When I delete a message: choose Move it to this folder: and choose the Deleted Items folder.


How do I get Outlook to autocomplete addresses based on last name rather than first?

When resolving names from the contact list, Outlook will start the autocomplete process if it matches a few characters in the first name. For example, if you start typing in "Jane," in the To: field, it will find any contact whose first name begins with a J; the same is not true if you begin typing "Staffman," unless their first name is "Staff" or something similar. The best way around this is to use the "Check Names" function. Type in part of a person's name, then either click on the "Check Names" button, or press "ctrl+k". This function will check through all addressed email messages and match them to the best result; if the name you've typed is not unique enough, it'll bring up a list of names that are closest.

Using UGAMail Webmail (OWA)

How do I set a vacation message?

Please see the article:

How do I see my UGAMail quota?

  • Hover your mouse over your name in the folder list and let it sit for a few moments. A tool tip will appear with your quota. See an example image below:
  • Image:Quota.png

How do I turn off message threading / threaded messages / conversations?

  1. In the message list (the center column), there is text that reads “Arrange by:” By default, the text next to this reads, “Date” with a downward arrow to the right. Click this arrow.
  2. At the bottom of this list is “Conversation,” which is currently checked. Uncheck this, and it will reorganize your message list.


How do I delete an attachment in a new message?

If you've accidentally attached a file or document to a new message and wish to get rid of it, click on the attachment name, then hit the "Delete" or "Del" key on your keyboard.


How do I send and receive mail from other accounts?

It is possible to receive messages from other non-UGA accounts, as well as send messages using their IMAP and SMTP settings. This is called "connecting" your account. Please see the following article:


Can I allow other users to see my UGAMail inbox?

Yes, but it requires your account to be configured in a program capable of setting mailbox permissions (i.e. Outlook 2007/2010). Please see the following article:


Where is the "This is spam" button/link?

  • Right-click on the offending spam message in the message list and go to Junk E-Mail -> Add Sender to Blocked Senders List. This will move the message to Junk E-Mail as well.
    • Alternatively, in the reading pane, choose Actions and then Junk E-Mail -> Add Sender to Blocked Senders List.

How do you view message headers in OWA?

  • In OWA, open the message by double clicking on it on the message list (or pressing the rectangle with the arrow in it next to the Actions in the reading pane).
    • If it is a threaded message, double click on the appropriate message in the list.
  • Click on the 7th button (envelope with a letter in front of it/Message Details) to view the headers.


How do I set up message filters to send messages to a certain folder?

Please view the guide below to see examples of how to set up message filters (inbox rules):

  • Using Inbox Rules
  • If you require help setting up a specific message filter, please contact us.


Is it possible to import or export contacts in webmail?

At this time, it is not possible to export contacts in the UGAMail web interface. You will need to use Microsoft Office Outlook 2007, 2010, or Entourage 2008 with an Exchange setup.

You can, however, import a contacts file that is in the comma separated values format (.csv) exported from Outlook. To do this:

  1. Log into webmail (http://ugamail.uga.edu)
  2. Click on Contacts or the Contacts icon in the bottom left corner.
  3. Click Import
  4. In the window that appears, click Browse and locate the .csv file located on your computer.

Troubleshooting and Support

I am having a number of issues with my mobile device. Is this a known problem?

There are a large number of non-standard behaviors persistent within UGAMail and mobile devices not currently listed in this FAQ. If you cannot find your answer here, please check the following Microsoft knowledgebase article: http://support.microsoft.com/kb/2563324


I accidentally deleted a message from my trash that I need. Can I recover it?

Yes. There is a sort of recycle bin available in UGAMail webmail that you can recover. Please see the following article:


I tried to send a message, but received an error concerning the transmission of Social Security Numbers being restricted. What happened?

When attempting send a message, you receive a rejection notice that states the following:

Message not sent: the transmission of Social Security Numbers is restricted. For help contact the Help Desk at 706-542-3106.

Generally, you will receive this message if you are attempting to send an SSN in your sent email. This can very rarely lead to false positives. If you are including a legitimate number in your sent message (e.g. delivery confirmation, international phone), please contact us via telephone at 706-542-3106.


Why can't I send to multiple recipients? Why am I getting the error: "No Match Found"?

More than likely, there is a syntax error or incorrect email address in the "To:" field.

  • Make sure each address is separated with a semi-colon (not a comma).
  • Check each address to make sure it is correctly formatted and use email addresses instead of names whenever possible.
  • If you are sending to a huge number of individuals, make sure they are not running over the recipient limit.


I can't send email through OWA when I'm using Google Chrome

There is a known sending issue in OWA when Google Chrome has the Skype Toolbar installed. You will need to disable or uninstall the Skype Toolbar to restore sending functionality.

To disable the Skype Add-in, in Google Chrome:

  1. Click the Customize and Control Google Chrome button.
  2. Next, click Tools and then Extensions.
  3. You will Skype Toolbar Add-in listed.
  4. Click Disable or uninstall.


Why are my messages stuck in the Outlook outbox?

You may not be able to send email through your Outlook email client for several reasons.

  1. You may be experiencing network difficulties. Make sure you are connected to the internet and the Exchange server.
  2. Outgoing mail scanning may be enabled in your security/antivirus software of choice. This can cause issues with sending mail.
  3. There could be an authentication failure. Try to login to http://www.outlook.com with your full UGAMail address and MyID password. (Note: First you will need to log out of OWA if you are logged in through http://ugamail.uga.edu.) If you can't login, then call the EITS Help Desk at 706-542-3106.


My webmail interface looks different, claiming it is the "Outlook Web App, light version." How do I use the normal version?

  • The standard UGAMail webmail (OWA) will appear by default in supported web browsers (list available below). If you are not using a support web browser (such as Safari for iPad or iPhone or the Android browser), the "light version" will be used.
  • If you changed a preference in the options menu, follow these steps in the Outlook Web App Light Version:
    1. Click on Options in the upper right hand corner.
    2. Select Accessibility in the left column.
    3. Uncheck Use the blind and low vision experience
    4. Click the Save button above.

Why can't I delete this folder? What are the default folders in UGAMail?

Certain folders in UGAMail exist by default and cannot be deleted. These are different from the old UGAMail system. They are (common names in parenthesis):

  • Deleted Items (Trash)
  • Junk E-Mail (Junk Mail)
  • Sent Items (Sent)
  • Drafts
  • Inbox

You may wish to configure your mail client to use these default folders (Outlook and Entourage will automatically), but it is not required.

How do I find message headers in UGAMail?

You can find Internet headers in Outlook and Outlook Web App, by doing the following:

  1. Open the mail message. In Outlook 2010, 2007, 2013, or Outlook Web App (OWA), double-click the message so that it opens in its own window.
    • In Outlook 2010, in the Tags group, click the dialog box launcher (small square with an arrow).
    • In Outlook 2007, in the Options group, click the dialog box launcher (small square with an arrow).
    • In the Outlook Web App, click the "Message Details" button (the icon is an envelope with a small document over it).
  2. The message headers are at the bottom of the window, in a box labeled "Headers:" or "Internet headers:".

Inserting headers into a e-mail message:

  1. Select all the headers by clicking and dragging the cursor from the top left corner to the bottom right corner of the header text.
  2. Press Ctrl-C to copy the headers to the Clipboard.
  3. Create a new email message, click in its main text window, and press Ctrl-V to paste the headers.
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