CULink E-mail and Calendar — CULink Troubleshooting Tips

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Troubleshooting Tips

If you are having problems using CULink, these troubleshooting tips may help you:

• Login/passwords
• Browser and web client problems
• Deleting messages
• Replying
• Forwarding attachments
• Finding lost folders
• Changing your display name
• Auto-Complete problems
• Unable to send messages
• CULink known issues

Login/passwords

Use Your IdentiKey

• Your IdentiKey is a combination of your CU Login Name and a unique password. This is what you use to log into CUConnect.
• IdentiKey information, along with instructions for resetting it

Requesting an IdentiKey

• If you do not have an IdentiKey password you can get one:
  • Student IdentiKey IdentiKey Information
  • Faculty/Staff IdentiKey Information

Forgotten IdentiKey

• Learn how to reset your IdentiKey

Group, Sponsored, and Retiree Accounts

• Group accounts will also need to use an IdentiKey password to access their migrated e-mail account.
  • For help with group accounts contact the IT Service Center.

Entering your IdentiKey twice

• If you are logged into CUConnect and you click on the Mail icon to access the CULink web client, you will have to re-enter your CU Login Name and IdentiKey password.

Browser and web client problems

Clearing the browser's cache

• Most problems with the CULink web client can be fixed by clearing your web browser's cache.
  • Instructions for clearing a cache.

Deleting messages

Deleting messages in the CULink web client

• The CULink web client has a default setting that does not delete messages to the Trash folder. Instead, a delete symbol next to the messages shows that a message is no longer wanted. To remove that message marked for deletion, click on the Delete button and select Compact.
  • Instructions for deleting and compacting messages.
• This setting provides an extra level of protection for CULink users who may have deleted mail by mistake, because there may be a way for deleted messages to potentially be recovered, unlike the delete to trash folder option.
• If you would prefer to delete messages to the Trash folder, you can make that adjustment in your Options menu. Please note that your options for recovering messages deleted by mistake may be limited with this option.
  • Instructions for deleting messages to the Trash folder

Replying

Including the original message's text in replies

• The CULink web client doesn't include the original message's text when you reply to the message. To change this:
  • Click on the Options link.
  • Once the Options window opens, click on Composing.
  • In the Reply: section, select Include original inline.
  • Click Apply.
  • Instructions for the Options menu

Forwarding attachments

Problems forwarding attachments in CULink web client

• If you are experiencing problems while trying to forward attachments in the CULink web client, be sure that you are clicking on Forward and not Forward In-Line.

Finding lost folders

Problems finding folders in the CULink web client

• If folders are missing click the MyFolders link in the CULink web client. A list of folders will appear. Find the folder you would like to view and checkmark the subscribe checkbox next to it.

Changing your display name

How to change your display display name

• If you wish to change the way your name is displayed in CULink, call the IT Service Center.

Auto-Complete problems

Responding when Auto-Complete is unresponsive

• If you are experiencing problems entering e-mail addresses while composing a message, it may be from CULink's Auto-Complete feature. This feature sometimes tries to auto-complete the addresses you are entering with addresses from your Contacts. Furthermore, it might appear that this feature is unresponsive as well. The best thing to do is to clear this feature. Do this by:
  • Clicking on the Options link.
  • Clicking on the Composing link inside the Options menu.
  • Then clicking on the Remove button in the Auto-Complete Address Fields section.

Unable to send messages

Trouble sending messages from on-campus

• Make sure that your e-mail program has been configured to use authenticated SMTP.

Trouble sending messages from an off-campus Internet Service Provider (e.g. Comcast, Qwest) with an e-mail program like Outlook or MacMail

• First, make sure that your e-mail program has been configured to use authenticated SMTP.
• If you find you cannot send e-mail messages from an off-campus Internet Service Provider (e.g. Comcast, Qwest), you will need to contact the company you are getting your Internet connectivity from and explain that your e-mail account requires "authenticated SMTP". They should be able to assist you in correcting your problem. You need to contact them because commercial ISPs have different limitations for accessing particular ports.
• You can try using SMTP port number 587 instead of 25, when configuring your e-mail program, but is not a guaranteed solution.

Get Help
IT Service Center
303-735-4357 (5-HELP from an on-campus phone)
help@colorado.edu