Technology Services Help Desk

EMAIL SUPPORT - JES FAQ fsu.eduk

Q	Why can't I log in?
	A	You must use your FSUID to log in. You will no longer use your mailer id. (You received an email earlier this week with your FSUID)
If your email is disappearing from webmail - make sure you are not popping it from another email client. What this means here.
Q	I am getting an SSL error when connecting to smtp.fsu.edu, how can I fix this?
	A	It appears that some users using Outlook get an SSL error when connecting to smtp.fsu.edu and they will have SSL turned on for the SMTP connection. Step by Step instructions are located in the Outlook 2003 client instructions for JES
Q	Why are we changing?
	A	Consolidation of the Garnet, Mailer and Exchange servers. 1. Students, Faculty and Staff will all be on one server. 2. Addition of calendaring and tasklist functionality. 3. Increased capacity, reliability, and performance.
Q	Will I still be able to retrieve my messages from the old version when I log into the upgraded version (the new)
	A	Yes. Any email sent to janedoe@mailer.fsu.edu and janedoe@fsu.edu will be delivered to your inbox. This email address will stay valid forever.
Q	What is the difference between the old email and the new?
	A	The only difference is that you will have a new email address: janedoe@fsu.edu. When you send out emails, they will come from janedoe@fsu.edu. If you use another email client, then emails will come from the address that is set in that email client. You can set it to janedoe@fsu.edu or janedoe@mailer.fsu.edu.
Q	How long will messages be forwarded from my old address to the new?
	A	Indefinitely.
Q	Will I still be able to POP mail?
	A	Yes, but there is not backup of your files. You can use pop.fsu.edu as your server instead of imap.fsu.edu. All other settings are the same as those listed on the website. We don't encourage pop (which is why instructions aren't posted on the helpdesk site), but we do support it.
Q	Is there documentation of the the migration?
	A	Yes, http://helpdesk.fsu.edu/migration.cfm
Q	Who can I talk to about why this change is occurring?
	A	Michael Barker, Ph.D. Director, University Computing Services Office of Technology Integration Florida State University mbarker@fsu.edu
Q	Will I lose my old emails?
	A	No. All old emails on the server will be moved over to your new account automatically when your account is upgraded.
Q	Will my old email address still work? Can I keep my old address?
	A	Yes. Indefinitely.
Q	Tell me about this email I just got:
	A	Please note, the email is customized to the particular user based on: A) If their FSUID is different from their mailer username. B) If they IMAP and/or POP their email. C) If they POP their email, whether or not they leave mail on the server D) If they're mailer account is forwarded to a different place than their JES account.
Q	All of my email is currently forwarded to my Mailer account. Where will my email go after I upgrade?
	A	Upgrading your account manually before the auto-upgrade date will cancel the existing forwarding, and you must set it up again through Options, Settings, Mail Forwarding. After the auto-upgrade date, we will not change this. Email sent to your Garnet, Mailer, or FSUID@fsu.edu addresses will still be forwarded to the email address you originally specified.
Q	My email forward is no longer working. How do I set up my forwarding or my forwarding has been removed since the upgrade to JES?
	A	If you would like to forward your email to an outside email address, such as yahoo or hotmail, you may do so by logging in to webmail.fsu.edu, and clicking on Options. -Under Mail, click on Settings. Scroll down to the Mail Forwarding section, place a check mark next to "Enable forwarding" -Type your outside email address into the text field provided. -If you would like, you may leave a copy of the message on this account, so that you may access it through web mail, by leaving the box unchecked for "Do not leave copy on server". Click on the button "Add", - click on "Save".
Q	Can calendar invites be exchanged between JES and Exchange?
	A	Yes, they can. Both systems will use the ICS calendar format, so invitations will go back and forth, and clients (like Outlook) will import according to their capabilities. Outlook, e.g., handles the interchange quite cleanly. Please note, however, that the two calendar backend systems, Exchange and JES, are not aware of each other's free/busy/availability display.
Q	When I am in web mail, what server do I choose to login to?
	A	A drop down for JES on webmail.fsu.edu as been added to the dropdown choice of servers (JES upgrade users will choose FSUID@fsu.edu for their server name)
Q	I have problem with composing emails in the JES webmail.
	A	A. There are several things that could cause this issue. a) pop-up blocker in your browser you'll need to allow pop-ups for webmail2.fsu.edu. b) pop-up blocker in spyware blocker, internet security programs - allow pop-ups for webmail2.fsu.edu) c) having javascript disabled
Q	What will happen to my website?
	A	Currently nothing will be done to websites being hosted on either Garnet or Mailer systems and you will be able to continue to access them for the time being. In the future a new system will be provided to host webpages and at that time you will be notified of it's availability.
Q	Will I continue to have access to a shell?
	A	Yes, you will have access to your garnet shell.
Q	Will my entire home directory be transfered?
	A	Your home directory will stay where it is. Only your mail service will be moved.
Q	Will all of the UID and permissions remain (or should I tar it up first)?
	A	Your home directory stays as it is.
Q	Will my webpage change from garnet.fsu.edu/~username? If so, to what? Can I leave a redirect?
	A	Web services will stay the same. Only your email service is to be transitioned.
Q	What are POP, IMAP, SMTP?
	A	POP and IMAP are protocols by which people retrieve their mail. POP stands for "Post Office Protocol". IMAP stands for "Internet Message Access Protocol". SMTP is a protocol by which people send their mail. SMTP stands for "Simple Mail Transfer Protocol".
Q	How will this affect Eudora users?
	A	Eudora works, at least as much as it ever works. They will likely need to change their incoming host to pop.fsu.edu to do POP. For their contact list server, they can use addressbook.fsu.edu as an LDAP directory host.
Q	What is going to happen to garnet.acns.fsu.edu and/or mailer.fsu.edu?
	A	When we are done with our maintenance, "garnet.acns.fsu.edu" and "mailer.fsu.edu" will be made to go to the new system for POP, IMAP, and SMTP. Web traffic and SSH will still go to the old host so that websites will remain where they are and be accessed as they currently are accessed.
Q	What is going to happen to people's websites on garnet.acns.fsu.edu?
	A	Nothing. People will still be able to login interactively to manage their websites. They will use SFTP and SSH, as appropriate. The URLs will stay the same.
Q	If you are moving "garnet.acns.fsu.edu" and "mailer.fsu.edu" to the new system for IMAP, POP, SMTP, then why should people have to change their connection settings to imap.fsu.edu, pop.fsu.edu, smtp.fsu.edu, respectively?
	A	We are moving the name "garnet.acns.fsu.edu" and "mailer.fsu.edu", at least with respect to IMAP, POP, SMTP, services in order to minimize disruption for people who might not know that their mail has been moved; the aim is for their client configuration still to work. This does not mean that the ideal circumstance is for people to use the old hostname. The solution is not to use "garnet,acns.fsu.edu" or "mailer.fsu.edu". Change your incomming and out going server as detailed in the help desk client configuration instructions for JES or contact the FSU Help Desk for assistance in changing your settings. This simplifies the path to mail services and standardizes the connections.
Q	I'm using Outlook as an IMAP or POP client. What I do?
	A	You should just change your existing profile connection settings per the documentation on the helpdesk.fsu.edu site. If you establish a new profile for these settings, you will not have the contacts that you entered under your old profile.
Q	I'm the BlackBerry Internet Service to push my mail to my BlackBerry. Have the settings changed?
	A	You will need to log into your particular cellular service BlackBerry Internet Service site and edit the current email settings. Incoming server is IMAP.fsu.edu and the outgoing server setting is smtp.fsu.edu
Q	I am using the AOL web browser and I am unable to login to FSU webmail. How can I get to FSU webmail?
	A	You will need to use another web browser, such as Internet Explorer or Firefox. Internet Explorer should come already-installed on most Windows computers, and Firefox is available for download free from: http://www.mozilla.com/en-US/firefox.
Q	What is the difference between "sent" and "sent mail" folders?
	A	Sent" is the default folder for sent mail on the new Webmail. "sent mail" is the default folder for sent mail on the old Webmail
Q	In my "sent mail" folder, is there any way to fix the display so that it shows "to" whom the mail was sent rather than "from" whom?
	A	Only one folder can be considered the sent mail folder and that is the only folder that displays the "To" instead of the "From". If you want "sent mail" to be your mail folder you can change it in the Options -> Mail -> Settings, then choose "sent mail" as the folder to save sent mail messages to.
Q	How can I determine whether copies of my sent mail are going to be placed in the "sent" folder or in the "sent mail" folder?
	A	If you want "sent mail" to be your mail folder you can change it in the Options -> Mail -> Settings, then choose "sent mail" as the folder to save sent mail messages to.
Q	Is there any way to have the addresses of contacts in my address book appear in any message I am addressing as soon as I begin the addressing process?
	A	If you are composing a message, you can click on the "To" word to bring up the address book and you can select contacts from there. If you are in the address book, you can check mark contacts and then select action "Send Email" to start composing a message to those contacts. If you are composing a message and you start typing an email address or name into the To field, webmail does not offer the feature to auto-complete the address . (Although, you can do that with other email clients, such as Thunderbird or Outlook and you are free to use those other clients with your JES account, if you choose)
If your email is disappearing from webmail - it could mean that you are checking it from somewhere else:
	* User POPs their mail (on any client, Eudora, Outlook, etc) * User decided to voluntarily upgrade to JES * User set up a new account profile in their email client that checks against JES (either IMAPping to imap.fsu.edu or POPping to pop.fsu.edu). * User left their old account profile enabled on their email client so it's still POPping against mailer You should not experience any problems, email is coming into your new JES profile and nothing is happening on their old mailer profile. However, after the completion of the upgrade, mailer.fsu.edu POP and IMAP protocols will point to JES. This is necessary so that people who upgraded during the mandatory upgrade won't have to change their clients. What this means. ---------------------- I stopped getting my mail in my new JES account profile. And/or their mail is disappearing from webmail. What is really happening to them is that their mail is getting POPed into their old mailer account profile and then deleted from the server. How to fix it. ----------------------- They need to disable or delete their old mailer account profile. Deleting the profile SHOULD NOT delete the email in their local inbox or local folders. If you believe that some of your emails are missing from your email client application after you upgrade, log into webmail and check if you see your old email folders. The old mailer or garnet email will be stored in a folder called INBOX-mailer-FSUID or INOX-garnet-FSUID, where FSUID is your individual username. If you see the emails in this folder, you should use the subscribe function in your email client to view the folders, if you still can not locate this mail, contact or submit a ticket through the FSU Technology Services Help Desk or email help@fsu.edu for further investigation.
Should you have any questions about the upgrade, the FSU Technology Services Help desk is completely familiar with the procedures and can easily help you through any problems. Just call 644-HELP during the hours of 8 am to 6 pm Monday through Friday. Guidance on how to configure your email clients and a user’s guide on the new webmail interface can be found at the Technology Services Help Desk website at http://help.fsu.edu.
Voluntary Upgrade Information:
Q	If I volunteer to upgrade my email, will there be any delivery delays?
	A	Yes. This delay is dependant on: 1. The quantity of mail to be converted. 2. The quantity of folders. 3. The quantity of other users that are also being converted at that time.
Q	What are the advantages of upgrading my email now?
	A	There are several advantages: (1) You can take advantage of the new technology right away with faster and more reliable hardware. (2) With the JES environment you also get a new web interface that provides additional capability including a calendaring system that will eventually be integrated with student’s schedules. (3) JES will also have a state-of-the-art SPAM filtering capability to reduce the amount of junk mail you receive. (4) By upgrading now, you can control when your email is transitioned rather than waiting for when all email accounts are upgraded. (5) An increase in email storage quota.