WebMail 2.0 FAQ

Please also see our Webmail Users Guide.

 

Gatorlink WebMail 2.0 FAQ (Frequently Asked Questions)

Some questions come up a lot- here's a list of those questions with answers we think are helpful.

WebMail questions:

GatorLink account / general email questions:

Known bugs:


WebMail 2.0 Questions

Q. What browsers does WebMail 2.0 support (IE, Firefox, Chrome, Opera)?

A. WebMail 2.0 is an installation of Roundcube webmail.  According to the software maintainers' wiki the following browsers are supported:

Tested browsers (from the developers' wiki)

  • Internet Explorer 6 (Windows 2000 and Windows XP)
  • Internet Explorer 7 (Windows XP)
  • Safari 2 (Mac OS X 10.4)
  • Safari 3 (Mac OS X 10.5 and Windows XP)
  • Firefox 2 (Windows XP, Mac OS X, and Linux)
  • Firefox 3 (Windows XP, Linux, and OpenSolaris)

Browsers reported to work (from the developers's wiki)

  • Camino 1.5.x (Mac OS X 10.4)
  • Opera 9.25 (Windows Server 2003, Windows XP, and FreeBSD 6)
  • Opera 9.30 (Wii, TinyMCE is non-functional)
  • Opera 9.60 beta1 (Windows XP)

Beyond this list OSG has performed some basic testing with the following browsers which seem to work fine:

  • Internet Explorer 8 and 9 (Windows 7)
  • Chrome (Linux, Mac OSX, and Windows 7). 
  • Firefox (all versions) (Linux, Mac OSX, and Windows 7)

While these browsers all work some users may encounter problems due to their browser settings.  Specifically the following requirements must be met in the browser:

  • JavaScript must be enabled
  • Accept cookies
  • Support for XMLHttpRequest
  • CSS2 Support

 Also, be sure you aren't running any script blocking software that would prevent JavaScript from functioning.  If you're able to log in but see an empty message list it's likely that a script blocker is involved.

If you need assistance configuring your browser, or suspect that your browser may be unsupported please contact the UF Computing Helpdesk for assistance configuring or updating your browser software.

Q. WebMail 2.0 doesn't work well on my phone or tablet, is there a more mobile friendly version of UF WebMail?

A. UF WebMail is simply a web-based IMAP client that provides convenient access to your Gatorlink mailbox, but WebMail is not optimized for mobile platforms.  As such, mobile users are advised to use an email app on their phone or tablet that supports the IMAP protocol to acces their Gatorlink email directly.  All prevalent mobile platforms have at least one IMAP mail client available.  These apps are designed to work well on your specific mobile platform and offer the best option for accessing your Gatorlink email from your phone or tablet.

To configure your mobile IMAP client, the server settings you'll need are:

Incoming servername: imap.ufl.edu port: 993

Outgoing servername: smtp.ufl.edu , port: 587

For help selecting and configuring an IMAP app for your mobile device, please see the links below for mobile IMAP apps that the UF Computing Helpdesk supports on the following platforms:

Q. Why do I get an error message when I try to send email: “SMTP Error: no support for Delivery Status Notifications”?

A. UF WebMail does not support delivery status notifications. Deselect this option on the Settings page under “Composing Messages” and save your settings and you should be able to successfully send mail.

Q. How do I select addresses from my Address Book when composing an email?

A. There are two ways to do this.  First of all, go to the 'Compose' function in WebMail, then as you type addresses into the 'To' or 'Cc' fields WebMail will attempt to auto-complete contacts from your Address Book as you type them.  If this approach doesn't work for you there is a second way to do this as well.

You can go to the Address Book area of the new webmail and select the desired contacts from the middle 'Contacts' pane.  You can select multiple contacts you by using either control-click (one by one) or shift-click (a range of contacts).  Once you've highlighted the contacts you want, hit the "Compose mail to" button just above the 'Contacts' pane.  This will bring up the compose window with the contacts you selected populated in the "To" field.

Q. How do I select multiple messages in my Inbox?

A. To select a range of messages in your Inbox, select the first message and the hold down the <Shift> key on your keyboard while you select the last message in the range- this will select all messages between the first and last messages you clicked.  If you want to select messages that are scattered throughout your inbox, just hold down the <Ctrl> key on your keyboard while you select the individual messages.

Additionally, there are several message selection icons at the bottom of the message list pane.  These are, from left to right:

  1. All - this selects *everything* in the current mailbox folder (this includes messages not currently displayed in the message list due to pagination)
  2. Current page - this selects all messages currently visible in the message list pane (including all messages you can see when you scroll up/down in the message list.
  3. Unread - this will select all unread messages in the current mailbox folder
  4. Invert - this will invert the current selection, for example if you select 'Unread' then select 'Invert' you will have effectively selected all Read messages.
  5. None - This unselects all messages.

Q. I delete messages from my Inbox, but when I log back in, they're still there. How do I delete messages permanently?

A. Webmail, like many other imap clients, does not actually remove mail when the user selects 'Delete'. Instead, it marks the message as 'deleted' and copies it to the Trash. This is considered good behavior since it allows a message to be undeleted later. Since the message is still in the Inbox, but is marked as 'deleted', it is displayed in the Inbox with a grey font and a deleted symbol.

To actually remove messages marked as 'deleted' from a folder, the user needs to compact the folder via the 'Compact' option in the Folder Actions menu at the bottom of the Folder pane. To delete messages from the Trash folder, the user needs to empty their Trash via the 'Empty' option in the Folder Actions menu.

You can change the way deleted messages are displayed from the Settings -> Server Settings page. Among other options, you can choose to:

  • not display deleted messages (they will still show up in your Trash folder, of course)
  • permanently delete any messages in your Trash folder when you log out of Webmail
  • compact your Inbox when you logout (compacting a folder causes deleted messages not to be dlsplayed)

Q. I log into WebMail 2.0 but there are no email messages in the message list. I'm sure I've got emails, so why can't I see them?

A. Make sure your browser has JavaScript enabled.  Also make sure you aren't using any script blocking software which might prevent JavaScript from functioning properly.  If this doesn't solve things, please contact the UF Computing Helpdesk for further assistance.

Q. How do I add a signature to messages that I send?

A. This is a two part operation.  First you have to define the signature you'd like webmail to use.  To do this go to 'Settings' -> 'Identities' tab -> select your identity in the 'Identities' pane on the left-hand side.  Now in the main pane you should see a text box labeled "Signature". Fill this in with the signature you'd like to attach to messages, then click 'Save' at the bottom of the main pane.

Now that you've defined your signature you need to tell WebMail to attach it to messages you compose.  Do this by going 'Settings' -> 'Preferences' tab -> 'Composing Messages' in the 'Sections' pane.  Now you should see an area called "Signature Options" in the main panel.  Select when you'd like your signature attached from the drop-down menu to the right of "Automatically add signature" option.  You can adjust other signature settings here as well.  When you're done, be sure to click 'Save' at the bottom of the main panel.

 


GatorLink account / general email questions

 

Q. How do I change my password?

A. See the UF Computing Helpdesk's answer to this question.

Q. I've lost my password, how can I reset it?

A. Contact the UF Computing Helpdesk for assistance in resetting your password: helpdesk@ufl.edu or 352-392-HELP (4357)

 


 

Known Bugs and Other Issues - items that have been corrected are marked with (FIXED) or (CHANGED)

 

Q. Visiting the 'Address Book' in WebMail 2.0 doesn't import old webmail contacts as described in the user documentation. (FIXED)

A. This issue was due to a problem with the database connection which fetches contact from the old webmail.  The problem only impacted one of the two webmail nodes, so only about 50% of users would have encountered this.  This problem has been fixed and address book imports should work for all users.  This problem was fixed around 10:30am Eastern on 12/20, if you continue to experience problems importing your address book please contact the UF Computing Helpdesk.

Q. Old, deleted folders appear in the folder list of WebMail 2.0, but don't appear on the "Manage Folders" page.  Users are unable to remove these folders from the interface. (FIXED)

A. This issue was due to the fact that the old webmail would delete folders without removing the subscription entries for them.  Initially WebMail 2.0 would display these folders because of the subscription entry, but since they didn't actually exist they could not be managed.  As of about 10:30am, 12/20 a patch has been deployed which cleans up those lingering subscription to folders that no longer exist.  If you continue to see this symptom please report the issue to the UF Computing Helpdesk.

Q. When trying to access attachments, some users using Internet Explorer encounter an error like "Unable to download / from webmail.ufl.edu" (FIXED)

A. This issue was common to certain version of Internet Explorer which expected a particular http header that most other browsers don't expect.  As of 11:05am on 12/20 we've been able to apply a patch to provide IE with the expected header.  Attachments should now function across all browsers.  If you continue to experience this problem please report this to the UF Computing Helpdesk.

Q. I've updated my browser to Firefox 5 and/or IE9 and now I can't login to webmail.ufl.edu.  Why do I get a Shibboleth ERROR instead of a login prompt? (FIXED)

A. A number of users have reported this issue - here's the exact error message:

ERROR
An error occurred while processing your request. Please contact your helpdesk or user ID office for assistance.
This service requires cookies. Please ensure that they are enabled and try your going back to your desired
resource and trying to login again.
Use of your browser's back button may cause specific errors that can be resolved by going back to your desired
resource and trying to login again.
Error Message: Message did not meet security requirements

We've addressed this issue by making some changes to the cache headers that our webservers provide to your browser.  Now you won't have to clear your browser cache to login to webmail.  That being said, some folks will need to clear their cache one last time - if you're still having problems logging in and you're seeing the above error clear your cache as follows in Firefox 5:

  1. Clear your browser cache - this is done with the menu Edit -> Preferences menu item, and then the 'Privacy' tab.  Select 'clear your recent history' and then "Time range to clear: Everything" and under 'Details' just select 'Cache'.  Then hit the "Clear Now" button.

For help doing this or for help clearing your cache in IE9 please contact the UF Computing Helpdesk at (352) 392-HELP (4357) or helpdesk@ufl.edu

Q. I logged out of WebMail 2.0, but the next time I (or someone else) went to WebMail I was logged in without a password. What's going on here, why can't I log out of WebMail 2.0? (CHANGED)

A. Due to user feedback we have stopped accepting Shibboleth Single Sign-On sessions as logins to WebMail 2.0.  While WebMail 2.0 continues to use Shibboleth for authentication, it now forces re-authentication each time you log in.  This means that even if you have a Shib session you will be required to type your username and password.  

It's important to note that forcing re-auth does not mean your Shib session is destoyed upon logout from WebMail 2.0.  That session will continue to be valid until you close your web browser.  For this reason we will continue to advise that all users close their web browser software upon logout from WebMail 2.0.