Environment
University of Michigan Google or ITS Exchange email
This article does NOT pertain to UMHS Exchange email - HITS should troubleshoot mail delivery problems there
Issue
Messages are bounced back to the sender
Messages are not received by the intended recipient and no bounce-back is received by the sender
Resolution
When no bounce back is received:
- Intended recipients must do initial investigation to confirm it is truly a system problem
- Check filters
- Search for the lost message in Mail (Inbox), Spam and Trash (UM Google)
When a bounceback error is received (or there is no bounceback, but initial investigation by recipient is complete):
- Message senders should email 4help@umich.edu or call 734 764-4357 with complete information:
- Message Sender's email address
- Message Recipient's email address
- Complete and Exact Subject of the Message
- Date and Time the Message was Sent
- Approximate time (within a half day - Tuesday afternoon, for example) can be used if exact time is not available
- Copy of bounce message, if available
- Pasted as plain text (not attached as .pdf)
- Mail system being used (UM Google, personal GMail, etc)
- What troubleshooting has been attempted?
- Working contact information
Notes: First 4 items (in italics) will be included if you can paste a copy of the actual message that was attempted for sending
Mail log searches are time sensitive. Reporting within 7 days of the trouble is best. The sooner the issue is reported, the better the chances for a full and successful investigation.
Additional Information
Email delivery at UM is very reliable and most cases of missing messages are a matter of correcting sender/recipient misconfigurations for future interactions.