***If you cannot login to the new email system after reviewing the troubleshooting (Questions & Answers) below, please go to ASU Online (where you go to register for classes), click on "Personal Information," click on "Email IT for email assistance" (should be at the bottom), tell us what is happening, click "Submit," then click on "Submit Email." This is the quickest way to get the problem resolved.
Please be specific with the description of your problem, e.g., "I entered smccull1 for my ID and 753951 for my PIN and it told me I entered a wrong name or password." If you had an error such as the example, we need to know what you entered to ensure it matches what is in the database.***
Internet Browsers Supported by the New Webmail System:
Linux - Mozilla Firefox
Windows - Microsoft Internet Explorer 6.0 or later; Mozilla Firefox
Macintosh - The latest version of Safari for your Mac OS; Mozilla Firefox
UNIX - Mozilla Firefox
Troubleshooting (Q & A)
Where do I go to login to the new email system? 
Note: When entering your user name, only use the first part of your email address. If your email address is "smccull1@webmail.athens.edu", you will just use "smccull1".
How do I login to the new email system?
How do I know if I am in the new email system?
How do I use the new email system?
Can I have a different password for email, Blackboard, and ASU Online?
How do I change my password for Webmail?
There are no addresses in my address book.
My login is not current.
There is a problem with this website's security certificate.
My mailbox is unavailable.
When I click on an email message, nothing happens or it will not open.
Can I use another email client, such as Outlook, Outlook Express, MSN, etc, to check my Athens Webmail?
New Email System:
Where do I go to login to the new email system?
Just click on the below link:
Webmail without SSL (no security)
Webmail with SSL (the little lock in the browser)
If you have trouble with the security certificate, see the security certification issue below.
How do I login to the new email system?
You use the first part of your email address and PIN. If your email address is "smccull1@webmail.athens.edu", you will just use "smccull1" (you must still use the entire address to login to Blackboard and the old email system).
How do I know if I am in the new email system?
If you used the old system before and it looks the same, you are still in the old system (the new system has a totally different look). The quickest way to know, even before you login, is if your login page says, “Novell GroupWise.” If it doesn’t say that, you are not logging into the new system.
How do I use the new email system?
The best way to figure out how to use the new system is to refer to the documentation provided by the developer.
Can I have a different password for email, Blackboard, and ASU Online?
No. Your passwords (PINs) are all managed by ASU Online and are the same.
How do I change my password for Webmail?
You can only change your Webmail password in ASU Online (where you go to register for classes). Once you have logged in, click on Personal Information, Change PIN. *****CAUTION***** If you do this, it will change your PIN for ASU Online, Webmail, and Blackboard. Webmail and ASU Online will take affect almost immediately. Blackboard may not take effect until the next business day.
There are no addresses in my address book.
The new system has three address books: System, Personal Address Book <Your Name>, and Frequent Contacts. The system address book would have all the email addresses of everyone in the post office (about 4,500) and is managed by the system. It is currently set to no visibility (meaning that no one is in it) because we could not stop people from spamming their fellow students. Also, some folks requested their privacy for their information and their email address is a part of the privacy they requested. Your personal address book is empty until you add someone to it. Your Frequent Contact address book will list those addresses you sent email to and addresses that sent you email.
Problems logging into the new email system and opening email messages
My login is not current
If you can login to Webmail from computers on campus or at your place or work, the problem will most likely be your Internet service provider (ISP) or software they provided.
- You will normally get this message when using a non-supported Internet browser/client (like AOL). If you are using a non-supported browser/client provided by your ISP, Novell suggests connecting to the Internet using the ISP's browser/client, then minimize their browser/client, and use Internet Explorer or Mozilla Firefox) to connect to Webmail.
- If you still get the message that your login is not current, it could be your ISP’s proxy service. This email system uses the “client’s” IP address to secure the connection. Many ISPs have configured their proxy servers to drop the connection after each request. This allows them to serve more customers with less equipment (a very sound business plan). However, if you traffic from the proxy server to our mail server is not using the same IP address as the one you logged in with, you will get the “Your login is not current” message. You will need to contact your ISP. Most proxy servers can be configured to allow traffic going to a specific server (our mail server) to stay connected and use the same IP address. Whether they do it or not is up to them.
- If you are using a satellite service, the problem may be similar to AOL (d. below). One student that has service with Wild Blue was able to resolve the issue by using Mozilla Firefox. If changing browsers does not work, you will need to contact your ISP and have them help you resolve the problem.
- AOL and some dial-up service accounts will get this message because they are going through the hosting services’ proxy service (see b. above). If you have fast Internet through cable or DSL, you can usually connect using their portal, minimize the window that opens up after you connect, open one of the support web browsers above, enter http://webmail.athens.edu, and login. If you still get the message, you will have to work with your ISP to resolve the issue.
There is a problem with this website's security certificate.
You will get this if you are using Internet Explorer 7 and try to access a web site that does not have a certificate issued by Verisign, GeoTrust, etc, or a Microsoft Enterprise certificate authority. So, the problem with the website's certificate is that it was not issued by one of the "big issuers" or with a Microsoft server. Microsoft offers the following work around (we still get the warning, even after doing the work around):
In Windows Internet Explorer 7, click Continue to this website (not recommended).
A red Address Bar and a certificate warning appear.
- Click the Certificate Error button to open the information window.
- Click View Certificates, and then click Install Certificate.
- On the warning message that appears, click Yes to install the certificate
Another work around is to remove the "s" from the https part of URL. Instead of https://library.athens.edu/gw/webacc you will have htpp://library.athens.edu/gw/webacc in the address windows. This will take you to a non-secure login page. What this means is that your login credentials will be sent over the Internet in the clear. If someone was monitoring your Internet traffic, they could get your user ID and password.
My mailbox is unavailable.
This means your account is disabled. If you are NOT a current student or adjunct, then this is the message you should be getting. If you are a current student or adjunct, please do not call the IT department or email us from your personal account. To notify us of the problem, please go to ASU Online (where you go to register), click on "Personal Information," click on "Email IT...," enter something like, "Webmail says my mailbox is unavailable, but I am a current student (or adjunct) ." We will verify that you are a current student or adjunct instructor, enable your account, and verify it is available for login. We are not responding to these notices, so please check your access to see if it is fixed. You only need to submit the issue once. Depending on the workload, we may have it fixed within an hour. If it happens at night, it will be the next day. If it happens over the weekend or a holiday, it may be the next work day before it is fixed.
When I click on an email message, nothing happens or it will not open.
When you click to open, reply, or create a new email message, the email system opens a new window. This is commonly referred to as a “pop-up.” Most people are blocking pop-ups because they are annoying. You can either make the necessary changes to your pop-up blocker to always allow pop-ups from our mail server, or hold down the “CTRL” key when you try to open, reply, or create email messages. If you are using the pop-up blocker from Microsoft, the information at this link will help you configure your pop-up blocker to allow your email messages to open.
Can I use another email client, such as Outlook, Outlook Express, MSN, etc, to check my Athens Webmail
No.This requires POP3 access to our mail server. We are not allowing POP3 functionality at this time for security reasons.
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