Mail Troubleshooting

How do I sign in to my Saint Mary's Google Apps account?

1. Go to http://www.google.com/a/saintmarys.edu in any current web browser (Mozilla Firefox, Google Chrome, Apple Safari, or Microsoft Internet Explorer).

2. Enter your Saint Mary's user name and password where prompted.

3. Click on the Sign In button or press the Return key.

4. To access your Google Mail, click on the word Mail at the top of the page.

I'm having problems logging into my Saint Mary's Google Apps account. What should I try?

1. Go to http://www.google.com/ in any current web browser (Mozilla Firefox, Google Chrome, Apple Safari, or Microsoft Internet Explorer).

2. In the upper right corner of the web browser, you will see one of two options:

   • A Sign in button

   • An e-mail address, most likely your Saint Mary's e-mail address or a personal Gmail e-mail address.

3. If you see a Sign in button, click on it. In the Email field, enter your entire Saint Mary's e-mail address (including @saintmarys.edu) and your Saint Mary's password. Click on the Sign In button.

4. If you see a non-saintmarys.edu e-mail address listed, click on the address and then click on the Sign Out button. Click on the Sign in button. In the Email field, enter your entire Saint Mary's e-mail address (including @saintmarys.edu) and your Saint Mary's password. Click on the Sign In button.

5. If you see your saintmarys.edu e-mail address listed, you are already logged into Google Apps. Click on the Mail, Calendar, or preferred Google Apps link at the top of the web browser to access your files.

I'm having a problem with Google Mail. Are there any general suggestions that fix common problems?

Please try these steps in the order in which they are listed to resolve the problem you may be experiencing:

1. Reload (or Refresh) the page.

2. Sign out of Gmail and then sign in to Google Mail again.

3. Clear the cache and cookies of your web browser.

   • Instructions are available here.

4. Try a different web browser. Saint Mary's College and Google recommend using current versions of Mozilla Firefox, Google Chrome, Apple Safari, or Microsoft Internet Explorer to access Google Apps.

   • For details on Google's supported web browsers, please visit here.

5. Reboot your computer.

6. Try the Classic version (an older edition) of Google Mail, available at https://mail.google.com/a/saintmarys.edu/?ui=1

7. The Troubleshooter in the Google Mail Help Center may be able to provide additional assistance.

   • The Troubleshooter for Google Mail is available at http://mail.google.com/support/bin/answer.py?answer=8767

I accidentally deleted a message in Google Mail that I still need. Can it be recovered?

• • Messages that were permanently deleted CANNOT be recovered.

• Messages that have been labelled Spam for 30 days will automatically be purged by Google. Those messages cannot be recovered.

• Messages that have been labelled Trash for 30 days will automatically be purged by Google. Those messages cannot be recovered.

• Messages deleted by the user or automatically purged after 30 days from Trash or Spam cannot be restored by a Google Apps Administrator at Saint Mary's College or by Google Support.

I cannot find a particular message in my Google Mail account. How can I easily search all of my messages to find it?

• If you are unable to locate a message, you should perform a search in Google Mail. At the top of any Google Mail page will be a search field you can type in. (The search field is next to the blue button with the magnifying glass.) Enter the term you want to search for, and press the Return/Enter key on your keyboard or click the blue search button.

• If you click the small disclosure triangle at the right end of the search field, you'll see options to narrow your search - including a specific message location or message type, or who the message was to or from. If you use that search often, you can create a filter based on that search for future reference - simply click on the Create filter with this search link displayed.

• For a list of advanced search operators (query words or symbols that perform special actions in Google Mail search), which can also be used to set up filters in Google Mail, please visit http://support.google.com/mail/bin/answer.py?hl=en&answer=7190

I am having problems receiving messages in Google Mail. What should I check?

• If you are expecting a message that has not arrived, please refer to these tips from Google : http://support.google.com/mail/bin/answer.py?hl=en&topic=13272&answer=82454

I am having problems sending messages from Google Mail. I have not been sending a lot of messages today. What should I check?

• If you sent a message that has not been received by the recipient, please refer to these tips from Google: http://support.google.com/mail/bin/answer.py?hl=en&answer=15953

• If you sent a message that has not been received by the recipient and may simply de delayed, please refer to these tips from Google: http://support.google.com/mail/bin/answer.py?hl=en&answer=82460

• If you sent a message that bounced back to you because it could not be delivered to the recipient, please refer to these tips from Google: http://support.google.com/mail/bin/answer.py?hl=en&answer=12093

I am having problems sending messages from Google Mail. I have been sending a lot of messages today. What are the sending limits in Google Mail with our Google Apps for Education accounts?

Google Apps for Education accounts limit the amount of mail a user can send. The limits restrict the number of messages sent per day and number of recipients per message. After reaching one of these limits, a user cannot send new messages but can still receive incoming email. The restriction on sending new mail typically lasts for one hour, but can last as long as 24 hours. A user can access and use the account normally after this period, at which time the sending limits are automatically reset.

Among the restrictions:

• There is a sending limit of 2000 messages per day (24-hour period).

• On a single message there is a limit of 2000 recipients with saintmarys.edu addresses and a limit of 500 recipients with external (non-saintmarys.edu) addresses, with the total number of recipients limited to 2000. Recipients include addresses in the To, Cc, and Bcc fields of a message.

• There is a recipient limit of 10000 per day for saintmarys.edu addresses. (Five messages sent to ten addresses counts as fifty recipients.)

• There is a recipient limit of 3000 per day for external (non-saintmarys.edu) addresses.

• There is a limit of 3000 unique recipients in a day, with a maximum of 2000 external (non-saintmarys.edu) recipients in a day. (Five messages sent to ten addresses counts as ten unique recipients.)

For more details and the most current sending limits, please visit http://support.google.com/a/bin/answer.py?hl=en&answer=166852

I'm finding legitimate messages in my Spam folder. How can I prevent that from happening?

If you are finding legitimate messages being marked as Spam in Google Mail, please try the following steps to reduce that possibility in the future:

1. Add the sender's address to your Contacts.

   • By default, e-mail addresses are automatically added to your Contacts list each time you use the Reply, Reply to all, or Forward functions to send mail to addresses that don't already exist in your Contacts list. You should verify that the contact has been added.

   • In some cases, messages from contacts will not be marked as Spam but will be marked with a red warning banner if the content is suspicious (for example, your contact's account has been compromised and is being used to send fraudulent messages such as phishing scams).

2. Mark the messages as Not Spam - simply open the message in your Spam folder and click on the Not Spam button.

3. Create a filter so that the sender’s messages are never marked as Spam - video instructions are available at http://support.google.com/mail/bin/answer.py?hl=en&answer=2803372&rd=1

4. Additional information from Google on this topic is available at: http://mail.google.com/support/bin/answer.py?hl=en&answer=9008

All current and known Google Mail bugs can be found in the Help Center:

http://mail.google.com/support/bin/static.py?page=known_issues.cs

Google Mail Help Center for Users

http://mail.google.com/support/