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Known Email Issues with Email Forwarding

Sometimes RRU email does not arrive at its destination. 

Government/DND/Police/RCMP/Health-Care email addresses 

DND and Government addresses have a very strong filtering behavior and they are not recommended as your forwarding address for RRU. It has been our past experience that emails can be blocked, without warning to the sender, because the messages contain certain files types or information that is deemed unacceptable by the server filters. ("Request new password" emails, for example, routinely get blocked).

Email attachments sent through Moodle using Quickmail are automatically "zipped".  Most Government email addresses block all email with ZIP attachments.

This is not to say you cannot use a Government or DND email account as your forwarding address, but it is important to understand the risks.

Hotmail, Outlook.com, Live.ca, Live.com, MSN.com and Yahoo email addresses

***Special Note - Microsoft freemail accounts are reportedly blocking many RRU email at this time.  We have been able to track the messages to the server (Hotmail, Live, MSN), and we get a reply from the server saying the message was received, however the Microsoft mail server is not delivering it to the owner's mailbox; not even to the spam folder.  A fix for this is to add the RoyalRoads.ca domain to the server's whitelist.  See the instructions below to add a domain to a whitelist.  This mainly affects students using Microsoft's freemail based servers (HotmailMSN, Live.ca, Live.com) however some Yahoo, and Gmail account owners have reported sporadic issues as well.  It does not affect staff or faculty using RRU Webmail or Outlook on campus.

Most email providers filter messages for spam however some can be better than others. Computer Services has found that Hotmail and Yahoo email services tend to classify a lot of valid RRU email as spam (the initial username and password email is a perfect example). It is strongly recommended that you keep a close eye on the spam/junk mail folder to make sure no RRU email gets forgotten in this folder.

Whenever possible, follow the procedure to inform Hotmail and Yahoo that a message is not spam.

This is not to say you cannot use a Hotmail, Yahoo email account as your forwarding address, but it is important to understand the risks.

You can also add the RoyalRoads.ca domain to the server whitelist following this procedure.

Sympatico/Bell email addresses

In the past, on a couple of separate occasions, we had reports from students with Sympatico email accounts that they were not receiving any RRU emails. After much investigation we have determined that there is nothing more we can do on our end. It appears that at times Sympatico is blocking our emails out as SPAM.

In the past we contacted Sympatico, however since we are not customers ourselves, we were asked by Sympatico technical support to have their customers contact them directly. If you are concerned about missing emails, please contact Sympatico and inform them that emails from royalroads.ca are not arriving in your mailbox. Please explain that our server administrator contacted Sympatico already, but was told to have you contact them yourselves.

At this time we do not recommend using your Bell/Sympatico email address for forwarding.

Please review our email summary page for alternatives.  Particularly Downloading (or popping) your email might be the best alternative in this situation. The simplest change would be to modify your forwarding email address to something other than Sympatico.

We do apologize for this inconvenience. Please feel free to contact us by telephone if you would like further explanation and you may use us as a reference when contacting Sympatico.

Update - January 31st, 2011 - One of our students was able to get the issue resolved for her by Sympatico. She said that she had to escalate it a number of times and finally threatened to leave and then the issue was magically resolved. She wrote: Let everyone know that they may have to be aggressive with them because they are still denying that this problem has anything to do with them!!

Update - June 18, 2012 - Over the last few months we have still had reports from some students with Sympatico email addresses that messages are not arriving. In each case we have investigated and can confirm that emails left our server. Due to the nature of how email works, we are unable to confirm it was received.

GMAIL email addresses

Although we find Gmail works quite well, one interesting issue as arisen recently with student that are using their Gmail account with forwarding on.

Do not try to send a test message to your RRU email account, you will not get the test message. If you want to make sure your forwarding is on; use another account, other than your Gmail account, to send your test message. We think this is because Gmail knows where the email is originating from, and doesn't like that it is being re-directed back to itself. Test messages from someone else's Gmail account will work though.

You can also add an email to the Gmail whitelist following this procedure.

Unable to send e-mail while on campus?

This is due to the fact that your email provider does not allow you to send email using their server when you are not on their campus.

For steps on how to setup your non-RRU e-mail so you can send and receive on your computer while in residence, please visit this page.

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