Here are some of the most common issues and fixes for the HCI-to-Umail migration project

Q:  After migration, I'm getting bounce messages / "non-delivery report" when replying to migrated messages. How can this be fixed?

A:  We're trying to prevent most of these from happening, though with the underlying complexity involved, and given the long history (and different versions) of HCI's Email system, some of these bounce messages are inevitable.  Generally speaking, we can fix the underlying address issues if we get a copy of the "bounce" message.

However, if you just need to get an email sent, you may need to clear your Outlook client's "autofill" cache for that recipient, and either re-select them from the address book, or just enter their firstname.lastname@hci.utah.edu email address.   

More information here on this process:  https://hci-portal.hci.utah.edu/sites/compinfo/Wiki%20Pages/Clearing-BadAddresses.aspx


Q:  After migrating to UMail, I'm getting duplicate emails. 

A:  This is due to you setting up a forward to your @hci.utah.edu email in the past, through CIS.  Now that your @hci.utah.edu address is within UMail, the rule forwards to you every email.

The solution is to find and disable this rule, within your Umail mailbox.    

To see these rules:

  1. login to webmail at www.umail.utah.edu  (We specify using the webmail interface for consistency – different versions of Outlook have the rules in different locations)
  2. click on the Settings icon (looks like a gear in the upper right hand corner)
  3. Then select Options, then Mail – Automatic Processing – Inbox and sweep rules.
  4. Look and see if there's a rule that is forwarding your email to your @hci.utah.edu address.   You should be able to disable that rule, and the duplications should stop.

Q: After migration, I can't find another HCI person in the Address Book

A:  We're working to better standardize how HCI associates who haven't been migrated yet appear in the UMail address book.  

In the meantime, here are some options:

  1. They might be listed by FIRSTNAME MIDDLENAME LASTNAME.  One trick is to search for their Lastname via Advanced Search
  2. The 2 trick is to just enter their firstname.lastname@hci.utah.edu email address (If you know it)
  3. If you don't know their HCI address, you can look for them in https://people.utah.edu


Q:  After setting up my Windows Outlook up for UMail, can't get to the Shared Mailboxes I normally access.

A:  Please follow the steps in this PDF file:  Additional Steps in Outlook to access Shared Mailboxes.pdf