Gmail Help and Troubleshooting i NOTES Use caution between the words GMAIL and Google When told to contact Google or Gmail, contact SUNY Orange ITS help desk (845-341- 4749/4735) At this time, the Gmail Notifier has been turned off for our emails. Lab tab has also been turned off. There are a view video's to help you and they are highlighted in RED. When using the help files, it is best to use the Internet Explorer as some links will not work well with other internet browsers. i Table of Contents Gmail........................................................................................................................................... i Help and...................................................................................................................................... i Troubleshooting ......................................................................................................................... i NOTES........................................................................................................................................ i Your Account ............................................................................................................................ 1 Logging In...................................................................................................................... 1 Getting Started ........................................................................................................................ 1 Troubleshooting ...................................................................................................................... 1 Privacy and Security..................................................................................................... 1 Account Security........................................................................................................... 1 Suspicious Messages................................................................................................... 2 Getting Started ........................................................................................................................ 2 Troubleshooting ...................................................................................................................... 2 Learn More.............................................................................................................................. 2 Your Messages........................................................................................................................... 3 Sending .......................................................................................................................... 3 Getting Started ........................................................................................................................ 3 Troubleshooting ...................................................................................................................... 3 Composing .................................................................................................................... 3 Getting Started ........................................................................................................................ 3 Learn More.............................................................................................................................. 3 Troubleshooting ...................................................................................................................... 4 Attachments .................................................................................................................. 4 Getting Started ........................................................................................................................ 4 Troubleshooting ...................................................................................................................... 4 Learn More.............................................................................................................................. 4 Reading .......................................................................................................................... 4 Getting Started ........................................................................................................................ 4 Troubleshooting ...................................................................................................................... 4 Learn More.............................................................................................................................. 5 Receiving ....................................................................................................................... 5 Learn More.............................................................................................................................. 5 Getting Started ........................................................................................................................ 5 Spam .............................................................................................................................. 6 Getting Started ........................................................................................................................ 6 Troubleshooting ...................................................................................................................... 6 Organizing ..................................................................................................................... 6 Navigating...................................................................................................................... 6 ii Searching................................................................................................................................. 6 Getting Started ........................................................................................................................ 6 Troubleshooting ...................................................................................................................... 6 Learn More.............................................................................................................................. 6 Your Contacts ........................................................................................................................... 6 Getting Started ........................................................................................................................ 7 Troubleshooting ...................................................................................................................... 7 Learn More.............................................................................................................................. 7 Access Choices........................................................................................................................... 7 Notifier............................................................................................................................ 7 Gmail for Mobile Application........................................................................................ 8 Getting Started ........................................................................................................................ 8 Troubleshooting ...................................................................................................................... 8 Learn More.............................................................................................................................. 8 Mobile Browsers ....................................................................................................................... 9 Getting Started ........................................................................................................................ 9 Troubleshooting ...................................................................................................................... 9 Learn More............................................................................................................................ 10 Troubleshooting ...................................................................................................................... 11 Common Issues..................................................................................................................... 11 Encoding ............................................................................................................................... 11 Attachments .......................................................................................................................... 11 Sending and Receiving ......................................................................................................... 11 General.................................................................................................................................. 11 Logging In............................................................................................................................. 11 Chat and Contacts ................................................................................................................. 12 POP, IMAP and Mobile........................................................................................................ 12 Gmail Error Messages........................................................................................................... 12 Around Google ........................................................................................................................ 15 About Google Calendar .............................................................................................. 15 Get Organized.............................................................................................................. 15 Access Options ........................................................................................................... 15 Sharing and Invitations............................................................................................... 16 Notifications ................................................................................................................ 16 Troubleshooting.......................................................................................................... 16 iii Your Account Logging In Getting Started � 'Remember me on this computer' � Signing in with multiple Gmail addresses � Signing out Watch a video on signing out of Gmail � HTTPS access Troubleshooting � I cannot access my account � My account has been locked � I forgot my password � My account has been compromised � My username and password are saved on the login page � I forgot my username � Temporary Error (502) � Loading issues � I accidentally removed Gmail from my Google Account � I'm signed in to Gmail automatically � I was signed out automatically � My account is under maintenance � Gmail is slow � Browser endlessly redirects � Oops 103 � 'Bad Request: Your client has issued a malformed or illegal request' Privacy and Security Watch a video on your privacy and ads in Gmail. Account Security � Changing your password � My account has been compromised � Protecting your Google Account � 'Remember me on this computer' � Choosing a password and security question � Virus prevention � Deleted messages or contacts � Fake websites � Scams and fraud involving Gmail addresses 1 � Avoiding scams � Virus infection � Enabling the HTTPS setting Suspicious Messages � Messages asking for personal information � Receiving someone else's mail � Account creation confirmations � Someone is sending from my address � Custom 'From:' verification messages � Password assistance messages � Harassment from a Gmail user � Reporting suspicious messages Getting Started � Changing your password � Changing your security question � Changing your username � Changing your alternate email address � Changing your settings Troubleshooting � I cannot access my account � My features disappeared Learn More � Standard view and basic HTML view � Canceling your Gmail address � Dormant addresses � Setting a reply-to address � What happens when Gmail goes out of beta? � Moving mail from another account to Gmail � Google Apps and Gmail differences � Backing up your mail with POP � Providing an alternate email address 2 Your Messages Sending Getting Started � Sending messages � Forwarding messages � Forwarding inline images Troubleshooting � The wrong time is listed for messages � A message I sent bounced � Messages I send aren't arriving at their destination � Outgoing messages marked as spam � Quoted text is purple � Links or buttons aren't working � 'Oops...' errors � Some addresses in the "Reply-To" field were not recognized � Unresponsive Send Button � A message I sent was delayed � Bulk Senders Guidelines Composing Getting Started � Adding a signature � Sending messages � Formatting, fonts, and colors � Auto-complete � Selecting contacts while composing � Replying to messages � Saving drafts Learn More � Adding a custom 'From' address � Changing the 'From:' address when replying or forwarding � Hiding addresses when sending to multiple recipients � Maximum message size � Making Gmail your default mail application � Changing the text direction to Right to Left � Using spell check � Sending web links 3 � Emoticons in Gmail Troubleshooting � Links or buttons aren't working � Auto-complete isn't working � Some messages I send are returned as spam � Rich text formatting isn't working � Pasted text doesn't appear correctly Attachments Getting Started � Maximum attachment size � Adding attachments Troubleshooting � Some file types are blocked � A message I sent bounced � 'Oops...' errors � 'Document Contains No Data' errors � An attachment I sent was garbled or missing Learn More � About anti-virus scanning � Maximum message size � Zipped attachments � Forwarding inline images Reading Getting Started � Conversations � Sidebar icons � Marking messages 'read' or 'unread' � Printing messages Troubleshooting � Receiving someone else's mail � Message text is garbled � The wrong time is listed for messages 4 � Message text is clipped � Improper message threading � Links or buttons aren't working � Messages aren't displaying properly � Some characters display as boxes � Never send to Spam � Mail from contacts is marked as spam Learn More � Sidebar links � Reply by chat � About anti-virus scanning � Muting or ignoring conversations � Viewing message size Receiving � Receiving someone else's mail � Links or buttons aren't working � My messages skip the inbox � Messages sent to mailing lists don't show in my inbox � My messages are filtered to Trash � My messages have gone missing � Legitimate mail is marked as spam � Messages to a custom address show in my inbox � Forwarded eBay or PayPal messages don't arrive � An incoming message was delayed � An incoming message bounced � An incoming message hasn't arrived Learn More � How can I tell if a message was sent to just me or to a mailing list? � Blocking mail from certain senders � Message headers � Using an address alias � Moving mail from another account to Gmail Getting Started � How will I know when I have new messages? 5 Spam Getting Started � Removing spam Troubleshooting � Receiving someone else's mail � Legitimate mail is marked as spam � Never send to Spam � Mail from contacts is marked as spam Organizing � Labels � Filters � Archiving � Deleting � Storage Navigating � Browsing � Searching � Searching Getting Started � About Gmail search � Searching Spam and Trash Troubleshooting � Links or buttons aren't working Learn More � Using advanced search Watch a video on using advanced search � Using the Google Toolbar to search Gmail � Boolean operators in searches and filters � Searching on multi-word labels View a brief demo Your Contacts 6 Getting Started � Creating contacts � Editing contacts � Searching for contacts � About the Contact Manager � Default contact groups Troubleshooting � Contacts won't load � Error while importing contacts Learn More � Importing contacts � Creating or editing CSV files � Importing CSV files � Exporting contacts from other mail providers � Exporting Gmail contacts � Sending to multiple contacts � Creating contact groups � Sending to a contact group � Managing contact groups Access Choices Notifier � About the Gmail Notifier � About the Google Notifier � Installing or uninstalling the Notifier � Making Gmail your default mail application � Changing Google Notifier settings � Audible notifications � Notifier privacy concerns � Selective notifications with the Google Notifier � Notifier icons � Error 12029 � I received an error that says 'Cannot connect to your mailbox. Invalid user name or password.' � Error 12007 � Bad Data 1 � Error 12037 � I can't install the Notifier � Bad Data 3 7 Gmail for Mobile Application Getting Started Note: The Gmail app is not supported for Windows Mobile, Palm Treo, or BREW-enabled devices � Which Gmail for mobile option is best for me? � To find out which method suits you and your mobile device best, watch a video � What is the Gmail for mobile application? � What are the Gmail application requirements? � How do I access the Gmail for mobile application with my mobile phone? � What does it cost to use Gmail for mobile? � How do I sign out of the Gmail for mobile application? � How do I find out which version of the Gmail for mobile application is installed? � Which languages are supported by the Gmail for mobile application? � Can you explain the options under "Settings"? Troubleshooting � Where can I find the Gmail for mobile application after I have downloaded it? � What type of network connection should I use with the Gmail application? � I'm getting this error: 'This program requires a data connection. Please contact your carrier, or visit the Gmail Mobile FAQ on your computer for more info.' � I'm getting this error: 'Sorry, the Gmail mobile app will not work on your phone. Your phone doesn't have the appropriate certificate to communicate with Gmail. Try accessing Gmail on your mobile browser at http://m.gmail.com' � I can't sign in to the Gmail application � I'm getting this error: "This program can't access Gmail until you grant it permission to send and receive data over the network." � How can I prevent the prompts from appearing each time I make a network request on my Nokia phone? � When I try to sign in on my phone, it says my password is incorrect. � I'm getting this error: 'This program requires a working data connection. Please check your signal strength.' � I'm getting this error: "Network error. Your enterprise Blackberry server does not allow connections to Gmail. See the Gmail Mobile FAQ for more information." � I'm getting this error: "Attachment could not be displayed." � Errors when attempting to read or send mail Learn More � Can I get the Gmail for mobile application on my Blackberry? 8 � Is Gmail for mobile in sync with Gmail on my desktop? � How can I minimize battery and data usage? � How do I uninstall the application? � Does the Gmail for mobile application support Google Apps mail accounts? � Can I use any shortcuts in the Gmail application? � Can I save a draft on the Gmail application? � Does the Gmail for mobile application support auto-refresh? � How do I configure multiple accounts? � How can I confirm that the Gmail for mobile application will work with my Sony Ericsson phone? � Can I use the Gmail application on my Treo? � Can I use the Gmail for mobile application on my Windows Mobile device? Mobile Browsers Need help with Gmail on Android? Visit the Google Mobile Help Center. Getting Started � Which Gmail for mobile option is best for me? � What is Gmail for mobile browser? � How do I access Gmail for mobile from my phone's browser? � What does it cost to use Gmail for mobile browser? � Is Gmail for mobile browser available in all languages? � Which phones work with Gmail for mobile browser? Troubleshooting � Why can't I log in on Gmail for mobile browser? � Why won't Gmail for mobile browser work on my phone? � Why do I get a security / certificate error when I go to Gmail from my mobile browser? � Username or password is incorrect. � How do I access Gmail for mobile browser from my Motorola RAZR phone? � I received a message that says: 'Error: Connection to Server Lost.' � I get a cookie error when I try to sign in. � I get a "Page too large" error when I go to Gmail from my mobile browser. Why? � I'm not directed to the Gmail for mobile browser interface on my mobile phone. Why not? � Why do I see a message that says: 'For a better Gmail experience, use a supported browser'? � Why do I get a "502 bad gateway" error when I go to Gmail from my mobile browser? � I don't see when new mail arrives if I use Gmail for mobile browser. 9 � Why is Gmail so slow on my mobile phone? � I sent a text message to my phone with the Gmail URL, but it never arrived. � I get a message that says: 'fetch redirected page' when I go to Gmail from my mobile browser. Learn More � What are the minimum phone requirements for Gmail for mobile browser? � Is Gmail for mobile browser in sync with Gmail? � How do I find the model number of my phone? � How do I create a bookmark on my mobile phone? � How do I go to the URL contained in the text message? 10 Troubleshooting Common Issues If you are using the new Gmail Labs feature, please temporarily disable Labs before troubleshooting your issue. To share feedback or report an issue about Labs, visit the Labs Help Group. Encoding � Message text is garbled � Messages aren't displaying properly Attachments � Some file types are blocked � Attachments won't download or open � An attachment I sent was garbled or missing Sending and Receiving � Receiving someone else's mail � Messages I send aren't arriving at their destination � Links or buttons aren't working � 'Oops...' errors � My messages have gone missing � Legitimate mail is marked as spam � An incoming message bounced General � My features disappeared � Supported browsers � Third party applications and Gmail � Gmail is slow � Third-party extensions stopped working � 'Some Gmail features failed to load' Logging In � I cannot access my account � Gmail says my browser's cache is full � My username and password are saved on the login page � Temporary Error (502) � Loading issues 11 � I accidentally removed Gmail from my Google Account � I'm signed in to Gmail automatically � 'Your browser's cookie functionality...' � 'Oops...' errors � 'In order to log in to Gmail, your browser must be set...' Chat and Contacts � 'Your network administrator has disabled chat...' � I don't have chat � Chat is frozen � 'We're experiencing technical difficulties...' POP, IMAP and Mobile � My account was locked after I enabled POP � Some mail was not downloaded � My 'Sent Mail' is downloaded to my POP inbox Gmail Error Messages Getting an error in Gmail? Search for the error message you're seeing, or browse through different types of errors using the tabs below. Chat and POP, IMAP Sending and Logging All General Contacts and Mobile Receiving In Learn Type Error Description more The system encountered a temporary problem See General 'Temporary Error (502)' accessing Gmail's servers. article 'Your browser's cookie Make sure your web browser has cookies See General functionality...' enabled. article A conflict with software on your computer, See General 'Oops...' errors browser cache that needs to be cleared, or a article temporary problem on the Gmail server. A poor network connection may be temporarily preventing all of Gmail's features 'Some Gmail features See General from loading completely. The suggestions failed to load' article provided in the error message should resolve the issue. 12 'Bad Request_ Your client See General has issued a malformed or Your browser has a bad or outdated cookie. article illegal request' 'In order to log in to Your web browser's permisions settings are See General Gmail, your browser must preventing Gmail from loading. article be set...' 'Your network Your network administrator or ISP has Chat and See administrator has disabled chosen to block chat in Gmail, or there might Contacts article chat...' be a conflict with software on your computer. 'Unable to reach Gmail. Your web browser may be blocking images Chat and See Please check your internet from mail.google.com. Check your browser's Contacts article connection' settings to make sure images are displaying. Problems accessing chat may be caused by a Chat and 'We're experiencing See software conflict on your computer or a Contacts technical difficulties...' article temporary problem with Google's servers. 'Chat is disabled. You You may have been signed out of your Chat and have been signed out of account. If this error persists, clearing your See Contacts Gmail. You must sign browser's cache and cookies usually resolves article back in to reenable chat.' the issue. If we detect unusual activity with your Gmail POP, IMAP address, we may disable access temporarily. See 'Lockdown in Sector 4' and Mobile Access should be restored within 24 hours, article most often sooner. Make sure you have a working data plan and POP, IMAP 'This program requires a See that your phone allows the Gmail application and Mobile data connection...' article to make network connections. The application requires a secure connection to connect to Gmail's servers. There is a POP, IMAP 'Sorry, the Gmail mobile See mismatch between the Gmail certificates on and Mobile app will not work...' article the server, and those provided by your phone's manufacturer. Your phone has lost its signal. Try signing in POP, IMAP 'Error_ Connection to See again after your phone is able to pick up a and Mobile Server Lost.' article signal. Your phone's settings prevent the Gmail application from accessing the network. POP, IMAP 'This program can't access See You'll likely need to change your network and Mobile Gmail...' article access or network permission settings, depending on your phone. Make sure your phone meets the POP, IMAP See 'Page too large' requirements for Gmail, then try accessing and Mobile article via http://m.gmail.com. 13 Make sure your phone meets the minimum POP, IMAP requirements for Gmail. If you continue to See '502 bad gateway' and Mobile experience the same error message, contact article your mobile service provider. Make sure you have a working data plan and POP, IMAP 'This program requires a that your phone allows the Gmail application See and Mobile working data connection...' to make network connections. Contact your article provider to make sure your plan is still valid. Check with your BES administrator, and 'Network error. Your POP, IMAP inquire how you can get access to a third See enterprise BlackBerry and Mobile party network-aware application from your article server...' BlackBerry. It may be that your mobile device cannot POP, IMAP 'Attachment could not be handle this type of attachment. We See and Mobile displayed' recommend viewing it on a desktop article computer. You reached an IMAP connection threshold. POP, IMAP 'Too many simultaneous If you're using more than one mail client, we See and Mobile connections' recommend closing any mail client you're not article actively using. Some messages can't currently be uploaded POP, IMAP 'Unable to append to Gmail via IMAP due to formatting See and Mobile message' incompatibilities. Note: uploading is not article currently supported by Gmail. 'The server you are Your mail client is likely misconfigured. POP, IMAP See connected to is using a Verify your settings are for IMAP access, not and Mobile article security certificate...' POP access. Make sure your iPhone settings are correct. If POP, IMAP 'Cannot Connect Using See you've verified your settings, try accessing and Mobile SSL' article Gmail again on a connection other than wi-fi. A conflict with software on your computer, See General 'Oops...' errors browser cache that needs to be cleared, or a article temporary problem on the Gmail server. Sending The message you were trying to send 'Document Contains No See and contains an attachment that's not permitted by Data' article Receiving the system. Sending 'Some addresses in the The Reply-to address you've set on your See and "Reply-To" field were not Accounts tab is not formatted properly. article Receiving recognized' Sending 'You have sent a message You may be replying to a message that's part See and in a trashed of a previously deleted conversation. article Receiving conversation...' 14 If we detect unusual activity with your Gmail POP, IMAP address, we may disable access temporarily. See 'Lockdown in Sector 4' and Mobile Access should be restored within 24 hours, article most often sooner. The system encountered a temporary problem See General 'Temporary Error (502)' accessing Gmail's servers. article 'Your browser's cookie Make sure your web browser has cookies See General functionality...' enabled. article A conflict with software on your computer, See General 'Oops...' errors browser cache that needs to be cleared, or a article temporary problem on the Gmail server. A poor network connection may be temporarily preventing all of Gmail's features 'Some Gmail features See General from loading completely. The suggestions failed to load' article provided in the error message should resolve the issue. 'In order to log in to Your web browser's permissions settings are See General Gmail, your browser must preventing Gmail from loading. article be set...' Around Google About Google Calendar � Get Started � Signing in � Customize your Settings � Privacy and Security Get Organized � Event Basics � Add Calendars � Import and Export � Edit Your Calendar List � Calendar Views Access Options � Sync � Google Calendar for Mobile � SMS � Other Google Products 15 Sharing and Invitations � Share Your Calendar � Publish Your Calendar � Event Invitations Notifications � General Information � SMS � Common Notification Problems Troubleshooting � Access Issues � Other Issues � Abuse 16 Your account Logging in Privacy and Security Account Security Suspicious Messages Your Messages Sending Composing Attachments Reading Receiving Spam Organizing Navigating Your Contacts Access Choices Notifier Gmail-for-Mobile Application Mobile Browers Troubleshooting Around Google About Google Calendar Get Organized Access Options Sharing and Invitations Notifications Troubleshooting � 17