Email, Missing Emails

I'm missing email(s)! I'm forwarding my email but I'm not receiving all of it or I've sent an email to someone and they say they never received it.

The first step in tracking down a missing email(s) is to ensure that all of your mail routing is set up correctly. Please log in to the Electronic Directory Editor (EDE) and check that your mail field is correct. In most cases, it will show one of the following:


    • This means your email is being delivered to your Exchange account


    • This means your email is being delivered to your Google Apps @ Illinois account

  • A personal email address

Please ensure that this is set as intended. If you change this field it will take up to 4 hours to begin properly routing mail! If you just changed it and are still having mail go to the wrong place, you need to wait 4 hours. In addition, if you have an Exchange inbox but are forwarding mail elsewhere, you will need to set up a rule in within the inbox to forward mail as well.

For more information on properly setting up forwarding, please see Email, How to set up email redirection.

A note about forwarding: If you are forwarding your mail to a non-university address, we cannot track the email once it leaves our servers. That means that we can verify if it was successfully sent, but not that it arrived at its destination. For this reason, we recommend using your university-provided inbox rather than forwarding.

Lastly, do you have any inbox rules set up? Please check your rules and ensure that the missing mail is not being unintentionally processed through a rule/filter.

If you normally use the desktop client of Outlook, Apple Mail, your smartphone's mail app, or another email application, you should check for the missing email in the web-based version of Exchange. Log in to and look for the missing message(s). If it appears in the web app but not in your normal client, then there may be some sort of problem with your email client's connection to the server. 

To resolve a possible connection issue, try removing the account from the application and re-adding it. 

Next up, ensure that the message(s) is not getting flagged as spam.

If you are missing mail from a specific person or vice versa, make sure you add them to your safe senders list: Email, Spam Control, Managing Safe and Block Lists.

If you have attachments on your message, ensure they are not being blocked: Email, Spam Control, Email or attachment disappears.

If you are a student and you are having issues receiving course emails (from your instructors), please check that your preferred email address in UI Self Service (under the Personal Information > Email Addresses tab at is correct. If it is not listed correctly, please see Enterprise, How to change a student's preferred email address.

If you still cannot find your email(s), you must submit the following information to the Help Desk ( or 217-244-7000). We cannot track down your emails without this information, so please provide it to the best of your ability.

  • Dates/times of the emails missed (as specific as possible)
  • Email address of who sent it or where it was sent to
  • Subject line (if known)

Keywords:forward redirect redirecting missing miss course emails exchange email   Doc ID:72756
Owner:Sarah F.Group:University of Illinois Technology Services
Created:2017-04-20 10:55 CDTUpdated:2021-08-26 16:14 CDT
Sites:University of Illinois Technology Services
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