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Here are some of the frequent issues and their fixes:

  • Cannot Log into SUmail

    • Using incorrect user name

      • Make sure there are no errors in the way you spell out your Netid and that you enter it in "yournetid@syr.edu" (without quotes).
      • In case you have not activated your Netid yet, have your SUID number handy and activate your Netid by navigating to netid.syr.edu, click on "Activate Your Netid " and follow the instructions.
    • Incorrect password

      • Try logging in to netid.syr.edu.
      • Click on the link that says "Confirm Password"
      • Enter your credentials (i.e. Netid and Password)
      • If login is unsuccessful, re-navigate to netid.syr.edu and click on "Forgot Your Password" and have a text sent to your phone (if your phone numbers has been previously entered) and reset your password as per the instructions.
        • If you don't have a phone already entered that can receive a text message, call ITS at 315-443-2677 or visit the ITS Service Center.
      • Wait for approximately 5 minutes and test the password change by logging into myslice.syr.edu, on successful login try logging in again to sumail.syr.edu
      • If in need of further assistance, call ITS at 315-443-2677 or visit the ITS Service Center.
    • Incorrect login page:

      • If you are trying to connect to SUmail via a bookmark, try instead to log on using this link: sumail.syr.edu.
      • If you are able to log in successfully this time, then delete the bookmark previously saved and save sumail.syr.edu as the bookmark.
      • If your SUmail account was created any time before July 8th 2013 this information will help provide understanding of how your account has changed.

  • Successful login into SUmail but unable to send any email

    • Mac OSX

      • Clear browser cache data. For instruction see Clear Cache and Cookies on a browser
      • Try an alternative browser other than Safari, such as Chrome, Mozilla or Opera.
      • Safari Only: If you prefer to use Safari over other browsers you may be required to upgrade to the latest version of Mac OSX. Older versions may be restricting Safari's ability to update to its latest version. If you are unsure what version of OSX you have, click on the Apple symbol in the top left hand corner and select "About This Mac". You will want version 10.9 or newer. To upgrade, please open the App Store and search "OS X Mavericks".
    • Windows (PC)

      • Clear browser cache and cookies. Instructions Clear Cache and Cookies on a browser
      • Try an alternative browser other than Safari, such as Chrome, Mozilla or Opera.
      • If this does not solve the issue try uninstalling and re-installing the respective browser

  • Successful login into SUmail but unable to see any email, but still able to send email

    • Check for the top left corner of the webpage to confirm it has the Office365 logo and not outlook.com logo.
    • If you see the oulook.com logo, it means that you attempted to log in using an incorrect URL.
    • If using a bookmark, delete the bookmark and navigate to sumail.syr.edu
    • Now attempt to log in using your credentials.
    • Were you an SUmail user prior to July 8th, 2013? Please review how Your Two Accounts in Microsoft's Cloud have changed.