Gmail - Student Can Send Email but Cannot Receive Email

Issue/Question

  • A student can send email with OSU Gmail, but cannot receive email.

Environment

  • Oregon State University
  • Student
  • Gmail

Cause/Explanation

In some cases a student account may be incorrectly provisioned with an Exchange Online license. In that case, mail sent to their username@oregonstate.edu address is delivered to Exchange instead of Gmail.

Service Desk can confirm this issue by checking the following in RefTool:

  • Customer primary affiliation is "student"
  • Customer's mailbox shows as "ONID Email (Google)"
  • Customer is a member of the group "o365exchange-emp"

For a related but slightly different issue, please see: Email Still Going to Exchange/Outlook for Former Employee who is now a Student

Resolution

The resolution is complex and requires Exchange Administrator assistance.

  1. Exchange administrator will set a forward on the Exchange mailbox to the Gmail mailbox.
  2. Customer should use a desktop version of Outlook, Thunderbird, or another email client to access both the Exchange mailbox and Gmail mailbox. This is the easiest method to move emails from Exchange to Gmail.
    • Alternatively the emails can be forwarded from Exchange by forwarding to username@onid.oregonstate.edu. Note that the @onid.oregonstate.edu email address must be used.
  3. Exchange administrator will remove the Exchange Online license from the account. The mailbox will automatically be deprovisioned.

For assistance, contact the Service Desk.

Details

Article ID: 124756
Created
Fri 1/15/21 2:49 PM
Modified
Fri 1/15/21 2:56 PM