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FAQ

Can I use something other than webmail.case.edu to check my email?

I can log in to webmail using my network ID and password, but I can’t get my mail client to log in. What’s going on?

I would like to use a nickname instead of my first name. How can I do that?

Can I create additional email aliases associated with my mailbox?

I see many @case.edu email addresses for me. How many accounts do I have?

Why do I have an email address ending in something other than @case.edu?

How do I send email from one of my other email addresses?

I want to continue using my personal email account. Can I forward my CWRU email to it?

I've legally changed my name. How can I change my first.last@case.edu address?

I sent myself a test email message, but I never received it. Why?

Mail from off-campus sometimes takes a while to be delivered. Why?

I tried to send mail off-campus and got a rejection message stating the message was considered spam. Why is that happening and how can I stop it?

Can I use something other than webmail.case.edu to check my email?

Yes. You may use a number of mail clients, instead of webmail, on your computer, phone or tablet. You will find documentation on setting up these clients at case.edu/utech/cwru-email/ or contact the UTech Help Desk at help.case.edu, help@case.edu or 216-368-HELP (4357).

I can log in to webmail using my network ID and password, but I can’t get my mail client to log in. What’s going on?

The mail client uses Google's internal login mechanism rather than CWRU's Single Sign-On (login.case.edu) mechanism. These passwords can differ, although in most cases they should be synced when you change or reset your password. Verify that when you changed or reset your password the "sync to Google" check box, if one is present, was checked. In addition be aware that if you are using a mail client other than one of Google's own mail clients, you MUST have your Google account set to allow "less secure apps". Contact the UTech Help Desk at 216.368.HELP for assistance in determining if "allow less secure apps" is turned on for your Google account.

I would like to use a nickname instead of my first name. How can I do that?

That is known as a preferred first.last email alias. Only the first name may be changed. Requests for an alias that contains a last name other than your legal last name will be denied. For example jennifer.doe@case.edu cannot create a preferred first.last alias of jennifer.smith@case.edu, however she can create the alias of jen.doe@case.edu. Note: you cannot duplicate an already used email alias. All aliases are assigned on a first-come, first-served basis. Learn more about how to request a preferred first.last aliases by visiting case.edu/utech/services/preferred-addresses/.

Can I create additional email aliases associated with my mailbox?

Yes, you may create up to five other aliases. These are called personal email aliases. Personal email aliases may be anything as long as they do not have the form of a network ID (for example, abc123@case.edu) or a first.last address (for example, john.doe@case.edu). A good rule of thumb is personal email alias may not contain one or more period (.) characters. You cannot duplicate an already used alias. All aliases are assigned on a first-come, first-served basis. Learn more about this service at case.edu/utech/services/email-aliases/.

I see many @case.edu email addresses for me. How many accounts do I have?

Each user has one email account and one mailbox associated with that account. The multiple addresses you see are aliases that point to your one account and its mailbox.

Why do I have an email address ending in something other than @case.edu?

The part of an email address to the right of the "@" sign is called the domain. The short and simple answer is that CWRU maintains those other domains for historical reasons. As mail services from individual schools or departments merged into the main campus email service, those aliases were created to the other domains (for example @weatherhead.case.edu). These legacy domains are maintained so emails sent to the people using those older addresses are delivered properly.

How do I send email from one of my other email addresses?

Create a "send-as" in your mail client and use that when composing an email message. To do this via the web client, follow these steps:

  1. Log in to webmail.case.edu
  2. Click the "gear" icon in the upper right of the page and select "Settings"
  3. Click the "Accounts" tab
  4. In the "Send mail as:" section click the "Add another email address" link
  5. Add how you would like your name your name to appear (eg: "John Doe") in the "Name" field, and john.doe@case.edu in the "Email address" field. Check the "Treat as alias" box if it is not already checked, and click "Next Step".
  6. To make that your default SendAs, click the "make default" link to the right of that SendAs on the "Accounts" tab

For any other email client (Outlook, Thunderbird, Apple Mail, etc) you do something similar using the rules of the particular client you are using. The UTech Help Desk can walk you through the steps for most common mail clients.

I want to continue using my personal email account. Can I forward my CWRU email to it?

In most cases yes, you can. However some departments must adhere to HIPAA restrictions and are forbidden from forwarding their mail off-campus. Be aware that mail forwarded off campus will be subject to additional Spam checking and will not have the university whitelists applied. Therefore you may not get all of the mail your university account would receive.

If you wish to forward your email, use the settings section in webmail:

  1. Log in to webmail.case.edu
  2. Click the "gear" icon in the upper right of the page and select "Settings"
  3. Click the "Forwarding and POP/IMAP" tab
  4. Click on "Add a forwarding address"

I've legally changed my name. How can I change my first.last@case.edu address?

Employees must go through Human Resources. Students must contact the University Registrar. To update your name within their records, you will need to bring documentation to prove your change of legal name. Your new name must be reflected in HCM or SIS before changes can be made to your network account.

Once your university records are updated, open a help desk ticket (help@case.edu or 216-368-HELP) requesting how you wish your name to appear. In many cases your old first.last email address will also be saved in place of your preferred first.last email alias so mail sent to your old address will continue to be received by you. Note: Your email address is not automatically updated when your name changes in HCM or SIS because your old email address would suddenly stop working.

I sent myself a test email message, but I never received it. Why?

Google allows only a single copy of any specific mail message in your mailbox. When you send yourself a message, a copy is placed in your mailbox "Sent" folder. That copy counts as the only message allowed. The easiest manner to send or receive a test message to your CWRU account is to send it from some other account, such as a personal GMail account.

Mail from off-campus sometimes takes a while to be delivered. Why?

As part of our spam prevention tools, a policy known as graylisting is used. The first time someone sends you a message we respond to the mail server with a "try again later" message. As long as the sender's email server is configured to "try again later," as it should be if it is configured properly, it re-sends that mail. Any future mail from that sender with the same "from" and "to" will get through without any further delays. Because spammers tend to send their spam and move on, this "try again later" method manages to block much of the spam from your mailbox.

I tried to send mail off-campus and got a rejection message stating the message was considered spam. Why is that happening and how can I stop it?

Your CWRU emails sent to an off campus address are subject to more rigorous spam checking than mail delivered to another on-campus addresses. Many things can contribute to email you sent being considered spam, however the typical causes are:

  • A URL (web link) in your message, including your signature, is linked to spam in other messages.
  • Your message contains links to several social media sites (such as Facebook, Twitter, Instagram, etc.)
  • Images are included in your message.
  • The message was recently sent to a very large number of off-campus recipients, or is very similar to one that has, either by you or someone else.

Avoiding the four items listed above is the best method to prevent your message from being marked as spam, especially if you are sending large numbers of messages or a single message with a large number of recipients.