Important CalMail Information

CalMail is in full production! Due to some unforeseen problems, not all
accounts were migrated to CalMail over the weekend. This means that
some of your users may be self-migrating when they return and access
their accounts on Tuesday. These users may experience a brief delay
before accessing their mail.

Enclosed is a preliminary troubleshooting guide based on the
problems we have seen with the early migrators. we hope that this will
help you if any of your users experience problems. If you have
different resolutions to some of the issues, please write back to us.

The consulting number (2-7776) will remain in operation for the next
several months. You can also send mail to consult@berkeley.edu and we
will respond.

Troubleshooting Guide:

1. SSL Negotiation Failure messages.

If your users are receiving the message:

SSL Negotiation Failed: Certificate Bad: Destination Host name does not
match host name in certificate Cause: (-6984)

We have a web site with instructions on how to resolve this problem,
please go to:

http://www-uclink.berkeley.edu/cgi-bin/display/ssl_failed.html

2. Eudora 5.1 and 5.2 problem.

If they receive a "SSL negotiation failed" error message, they are
probably using Eudora 5.1 or 5.2 for the PC. They can go to Tools,
then Options on the Eudora menu bar. There are two sections, Checking
Mail and Sending Mail. They will need to change the Secure Sockets
option to Never on both, then click OK.

help site:

http://bert.berkeley.edu/calmail/help/clients

MACS ARE NOT AFFECTED. Older versions of Eudora on the PC are also
not affected.

3. Duplicate messages downloaded.

They complain about mail that is old or that they already deleted.
They probably had "leave mail on server" set within their mail client.
If they continue to receive duplicate mail, they will need to disable
the option then check mail. Once the duplicates have stopped, they
can the re-enable the option.

Here are a couple of sites with helpful info:

   - For Eudora (both Windows and Macintosh):

     From QUALCOMM:

     Emails Not Deleted From Server / Duplicate Messages
     Document ID: 1424HQ
     http://www.eudora.com/techsupport/kb/1424hq.html

   - For Microsoft Outlook:

     From Microsoft's Knowledge Base:

     KB292249: Outlook Downloads Messages from a POP3 Server Twice
     http://support.microsoft.com/default.aspx?scid=kb;en-us;292249

     KB317945: Mail Retrieval Problems Occur When You Receive POP Mail
     http://support.microsoft.com/default.aspx?scid=kb;en-us;317945

     KB284404: Password Prompt, Duplicate Messages Appear If Outlook
     Profile Has Two POP3 Accounts
     http://support.microsoft.com/default.aspx?scid=kb;en-us;284404

     These KB articles, plus some general tips, can be found in a
     CalTech memo in November 2003 from Pamela Y. C. Fong
     http://www.its.caltech.edu/~halweb/pc/software/outlookxp-duplicate.txt

4. Password with space

They have received an error message which told them their password
contains a space. They will need to go to the Berkeley Internet Link
page (http://bilink.berkeley.edu) and change their password.

5. They do not see their IMAP folders.

First check the INBOX prefix to make sure it is blank. Then, try
resyncing their mailboxes and see if they see them.

help site for prefix:

http://bert.berkeley.edu/calmail/help/clients

6. They have downloaded Eudora 5.2.1 and now it is coming up in sponsored
mode.

They should do a find for the file:

Eudora.ini

They should find two files:

Eudora.ini
DEudora.ini

Tell them to rename the Eudora.ini file to something else, then restart
Eudora. This should take out the old registration and stop the
sponsored mode. Unfortunately, this will cause them to lose their
customizations. They can try editing the Eudora.ini file and remove
any reference to Reg.

7. They have made the changes, either getting error messages with
"security" in the message, or mail client checks mail and shows
nothing.

This might be a problem with the SSL connection. Have them turn off
SSL encryption, then try accessing. If this is successful, ask them
for:

         a. Operating System (also Mac or PC)
         b. Mail client (also version number of client)

And send this information to consult@berkeley.edu We are seeing problems
with Macs using OS 10.3 and Eudora. Turning off SSL stops the problems.

8. Macs and Apple Mail problems.

If they are on a Mac, using Apple Mail, they will need to turn off
CRAM-MD5 in order to access. Tell them to look in their settings for
the CRAM-MD5 option.

9. What is their address now that they have migrated?

Their address is now {login}@berkeley.edu. They can still use
{login}@uclink.berkeley.edu. There are instructions on
changing their clients at:

http://bert.berkeley.edu/calmail/help/clients

10. Will their mail still get to them?

Any mail sent to either {login}@uclink(2,3,4).berkeley.edu or
{login}@berkeley.edu will be delivered to their account.

11. BearMail addressbooks

BearMail addressbooks were migrated on Saturday. If they have
problems with them after that, tell them to write to
consult@berkeley.edu

12. BearMail or CalMail?

BearMail will be accessible for 60 days after migration. Tell them to
try the new CalMail webmail client:

https://calmail.berkeley.edu

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Received on Mon Jan 19 16:51:23 2004