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Performance Issue: Email forwarding unexpected behavior resulting from routing transition

Last Updated:
2018-10-18 15:40:28
Event:
2018-10-07 08:00:00
Status:
Closed
Brief Description:
As a result of the change in student email routing on October 7, some individuals reported receiving duplicate emails or not seeing emails they were expecting in their Cornell G Suite. Some retirees, affiliates, and others had forwarding interrupted.
User Impact:
Duplicate emails or expected email not appearing in student Cornell G Suite (Cmail) account sometime between 8am and 6pm Sunday, October 7, 2018. Forwarding interruption for around 150 individuals with retiree, affiliate, or exception status.
Workaround:
Delete or ignore duplicate emails. Verify all mail was delivered by comparing to Office 365 ( http://outlook.cornell.edu ).
Current Status:
The group of retirees, affiliates, and others whose forwarding was temporarily interrupted were notified the morning of Friday, October 12 and provided with guidance on how to check mail that was delivered during that time. No new unexpected issues have been reported.
Services Affected:
Email and Calendar
Subsites Affected:
Student Email (Cmail)
Full Description:
As a result of the change in student email routing on October 7, some individuals reported receiving duplicate emails or not seeing emails they were expecting in their Cornell G Suite. Some retirees, affiliates, and others had forwarding interrupted.

Duplicate emails appeared for some individuals as a result of redundancy in systems delivering the mail for a limited time. Extra copies may safely be deleted or ignored.

Individuals who want to verify that all mail arrived in their Cornell Google account may compare it against Cornell’s Office 365, which is helping route the mail, by signing in with their NetID@cornell.edu and NetID password at http://outlook.cornell.edu. If they find any unique messages there, they may forward them back to their Cornell email address, which will get the messages into their Cornell Google account.

Around 150 individuals who have retiree, affiliate, or exception status and who forward their Cornell email to an outside account had their forwarding interrupted from Sunday, October 7 until Wednesday, October 10 or Thursday, October 11. Forwarding has been restored for the most recent known address.



Timeline of Changes

Description Current Status Date Time
As a result of the change in student email routing on October 7, some individuals reported receiving duplicate emails or not seeing emails they were expecting in their Cornell G Suite. Some retirees, affiliates, and others had forwarding interrupted. Duplicate emails appeared for some individuals as a result of redundancy in systems delivering the mail for a limited time. Extra copies may safely be deleted or ignored. Individuals who want to verify that all mail arrived in their Cornell Google account may compare it against Cornell’s Office 365, which is helping route the mail, by signing in with their NetID@cornell.edu and NetID password at http://outlook.cornell.edu. If they find any unique messages there, they may forward them back to their Cornell email address, which will get the messages into their Cornell Google account. Around 150 individuals who have retiree, affiliate, or exception status and who forward their Cornell email to an outside account had their forwarding interrupted from Sunday, October 7 until Wednesday, October 10 or Thursday, October 11. Forwarding has been restored for the most recent known address. The group of retirees, affiliates, and others whose forwarding was temporarily interrupted were notified the morning of Friday, October 12 and provided with guidance on how to check mail that was delivered during that time. No new unexpected issues have been reported. 2018-10-18 15:40:28
As a result of the change in student email routing on October 7, some individuals reported receiving duplicate emails or not seeing emails they were expecting in their Cornell G Suite. Some retirees, affiliates, and others had forwarding interrupted. Duplicate emails appeared for some individuals as a result of redundancy in systems delivering the mail for a limited time. Extra copies may safely be deleted or ignored. Individuals who want to verify that all mail arrived in their Cornell Google account may compare it against Cornell’s Office 365, which is helping route the mail, by signing in with their NetID@cornell.edu and NetID password at http://outlook.cornell.edu. If they find any unique messages there, they may forward them back to their Cornell email address, which will get the messages into their Cornell Google account. Around 150 individuals who have retiree, affiliate, or exception status and who forward their Cornell email to an outside account had their forwarding interrupted from Sunday, October 7 until Wednesday, October 10 or Thursday, October 11. Forwarding has been restored for the most recent known address. Around 150 individuals who have retiree, affiliate, or exception status and who forward their Cornell email to an outside account had their forwarding interrupted from Sunday, October 7 until Wednesday, October 10 or Thursday, October 11. Forwarding has been restored for the most recent known address. Communications are being prepared to: *Inform affected individuals. *Let them know to check Office 365 for messages that were not forwarded those days. *Tell them where to change their forwarding if the last known outside address is not where they want their mail to go. 2018-10-11 15:11:27
As a result of the change in student email routing on Sunday, October 7, 2018, some individuals have reported receiving duplicate emails or possibly not seeing emails they were expecting in their Cornell G Suite (Cmail) account. Duplicate emails appeared for some individuals as a result of redundancy in systems delivering the mail for a limited time. Extra copies may safely be deleted or ignored. Individuals who want to verify that all mail arrived in their Cornell Google account may compare it against Cornell’s Office 365, which is helping route the mail, by signing in with their NetID@cornell.edu and NetID password at http://outlook.cornell.edu. If they find any unique messages there, they may forward them back to their Cornell email address, which will get the messages into their Cornell Google account. Note: Only use the Office 365 account for this temporary check on mail delivery. Cornell Google remains the officially supported student email service. If any issues of these types occurred to an individual, it would have been over a fairly short period sometime between 8am and 6pm. No new incidences of these issues should have occurred after 6pm on Sunday, October 7. Reminder: As has been previously announced, any email forwarding only set in Cornell Who I Am is no longer in effect, since student email has stopped passing through Cornell on-campus systems. Forwarding for Cornell Google accounts may be set by following the instructions at https://it.cornell.edu/cmail/forward-cmail-external-address If you have questions, please contact the IT Service Desk during business hours, Monday through Friday from 8am to 6pm Eastern Time: https://it.cornell.edu/support Any issues of these types would have been over a fairly short period sometime between 8am and 6pm. No new incidences of these issues should have occurred after 6pm on Sunday, October 7. 2018-10-07 23:19:52