New KUMail (Gmail): Troubleshooting

If you experience any problems with the new KUMail (Gmail) system from May 19 (Sunday), please refer to the information on this page.

Note: If you need to access e-mails immediately, please access the new KUMail directly from the following website.

New KUMail log-in page: http://mail.g.iimc.kyoto-u.ac.jp/

Contents

  • 1. I cannot open the new KUMail log-in screen.

  • 2. I cannot send or receive e-mails using the KUMail system.

  • 3. I cannot send e-mails using my e-mail client software (Thunderbird, Outlook, etc.)

  • 4. I cannot receive e-mails using my e-mail client software (Thunderbird, Outlook, etc.)

  • 5. I cannot forward e-mails to a departmental e-mail address or other e-mail address which is not a university faculty and staff e-mail address (@kyoto-u.ac.jp)

  • Operation Manuals and FAQ

  • Inquiries

1. I cannot open the new KUMail log-in screen.

Are you trying to access the old KUMail system from an external network?

External access to the old KUMail (MailSuite) system ( https://mail.iimc.kyoto-u.ac.jp ) was terminated from 13:00 on May 19 (Sunday).

Please access the new KUMail (Gmail) system ( http://mail.g.iimc.kyoto-u.ac.jp/ ).

2. I cannot send or receive e-mails using the KUMail system.

Are you still using the old KUMail system?

If you are using the old KUMail system, the interface shown on the right will be displayed. Use of the old KUMail (sending and receiving e-mails) was discontinued on May 19 (Sunday). Please access the new KUMail (Gmail) system.

Note: If you attempted to send e-mails using the old KUMail system, the e-mails will be saved in the “Outbox” folder of the old system.

If you cannot receive e-mails on the new KUMail system:

Please access the new KUMail (Gmail) system directly to confirm whether any new e-mails have been received or not. If you cannot find e-mails that you should have received, please search for them typing their subject line or the sender’s e-mail address etc. in the search field, which is located in the upper part of the Gmail user screen. Please also check that they have not accidentally been filed in the “Spam,” “All Mail,” or “Trash” folders.

For further reference: How to Check Spam E-mails.

If you still cannot find the e-mails, please contact us as per the instructions in “Inquiries” near the bottom of this page.

3. I cannot send e-mails using my e-mail client software (Thunderbird, Outlook, etc.)

Did an error occur when you sent an e-mail on the e-mail client software?

If an error occurred, the reason could be that the software tried to send the e-mail from the old KUMail server. You cannot send or receive e-mails using the old KUMail server. Please adjust the configuration of your e-mail client software to use the new server.

Please refer to: Section 8 of the Operation Manual

If an error still occurs after adjusting the software configuration as described in the Operation Manual:

The outgoing mail server (SMTP) settings of the e-mail client software may still be set for the old KUMail server. Please check the software configuration.

Please refer to: How to confirm the configurations in Thunderbird

(Reference) If you get an error when sending mail with Thunderbird, you are connected to the old mail server.

4. I cannot receive e-mails using my e-mail client software (Thunderbird, Outlook, etc.)

Is your software still connecting to the old KUMail server (mail.iimc.kyoto-u.ac.jp)?

If you have not changed the settings to connect to the new KUMail server, please do so. The configuration procedures can be found in the Operation Manual below.

Please refer to: Section 8 of the Operation Manual

If an error still occurs after adjusting the software configuration as described in the Operation Manual:

The incoming mail server (POP/IMAP) settings of the e-mail client software may still be set for the old KUMail server. Please check the software configuration.

Please refer to: How to confirm the configurations in Thunderbird

If you cannot receive e-mails on the new KUMail system:

Please access the new KUMail (Gmail) system directly to confirm whether any new e-mails have been received or not. If you cannot find e-mails that you should have received, please search for them typing their subject line or the sender’s e-mail address etc. in the search field, which is located in the upper part of the Gmail user screen. Please also check that they have not accidentally been filed in the “Spam,” “All Mail,” or “Trash” folders.

For further reference: How to Check Spam E-mails.

If you still cannot find the e-mails, please contact us as per the instructions in “Inquiries” near the bottom of this page.

5. I cannot forward e-mails to a departmental e-mail address or other e-mail address which is not a university faculty and staff e-mail address (@kyoto-u.ac.jp)

Have you configured the forwarding settings in the new KUMail (Gmail) system?

The transfer settings in the new KUMail (Gmail) system must be correctly configured. Please configure the settings as described in the Operation Manual below.

Please refer to: Section 5 of the Operation Manual

Operation Manuals and FAQ

Please read the operation manuals and FAQ below.


Google Workspace Operation Manuals

Please refer to the operation manuals for Gmail and Google Workspace below.

- Get Started with Gmail (Google Workspace Learning Center)

- Kyoto University Faculty and Staff Groupware Operation Manuals (internal access only)

FAQ

- An FAQ on the transfer to the new KUMail system (PDF) (in Japanese only)

- next_KUMail FAQ ( http://www.iimc.kyoto-u.ac.jp/en/faq/mail/next_kumail/ )

- Gmail Help (Google online manuals) ( https://support.google.com/mail/?hl=en#topic=7065107 )

Inquiries

If you experience a problem that is not addressed by the instructions above, please contact us using the inquiry form. Please include the following information.

- Your e-mail address

- Details of the problem. Examples:

    • I cannot receive e-mails sent from external addresses.

    • I cannot receive e-mails sent by my students.

- If you have a problem regarding your e-mail client software, please provide the following information:

    • Title and URL of the software’s operation manual.

    • At which step of the problem-solving procedure you encounter the problem (the step number of the problem-solving procedure).

    • What kind of error message is displayed (please provide a screenshot of the error message).

- If you cannot send or receive e-mails, please provide the following information regarding the e-mails:

    • The date and time at which the e-mail was sent

    • The subject of the e-mail

    • The sender’s (From) e-mail address

    • The receiver’s (To) e-mail address

Contact:

General Information Counter, ICT Support Center, Institute for Information Management and Communication, Kyoto University:

Inquiry form (https://www.iimc.kyoto-u.ac.jp/en/inquiry/)

E-mail address: kumail-qa*mail2.adm.kyoto-u.ac.jp (Please change “*” to “@”.)