FAQ Questions about errors and failures

FAQ (Frequently Asked Questions)

D. Questions about errors and failures

1. Icannot receive email.
2. Icannot receive particular messages. It seems that other email is received without a problem.
3. Iuse folders on Web mail, and I cannot retrieve email in the mailbox using POP.
4. My assigned storage capacity is full. What should I do?
5. Email arrival notifications are being delivered to my mobile phone one after another. Is there any way to stop this?
6. Ideleted an email message by mistake.
7. Iwant to add the sender's email address to my address book (contact list).
8. Even though I click [Compose email], the Compose window does not appear.
9. At times, the number displayed for unread/read email messages is lower than the actual number.
10. How can I cancel the narrowed down search list after finishing a search?

(Q1) I cannot receive email.
(A1) Please review the following:

• Has the maximum storage capacity of your mailbox been reached? You can check how much storage your mailbox is using on the Keio Mail Home page.
• Are you trying to receive (send) a large email message? For the maximum size of email messages, see Notes on using Keio Mail in this User's Guide.
• When you use email forwarding, isn't it made a setup which does not leave a message to a mailbox?
  Please see the page of fowarding email about the detailed setting method.

If you still can't solve the problem, contact the Help Desk.

(Q2) I cannot receive particular email. It seems that other email is received without a problem.
(A2) Please review the following:

• Are you trying to receive a large email message? For the maximum size of email messages, see Notes on using Keio Mail in this User's Guide.
• Will the maximum storage capacity of your mailbox been reached if you receive that particular email message? You can check how much storage your mailbox is using on the Keio Mail Home page.
• Is the email message you're trying to receive infected with a virus? Anti-virus software is incorporated into Keio Mail, and infected email is deleted from the server. However, some types of email attachments might cause your security software to falsely detect a virus. Please ask the sender to re-send the message without the attachment.

If you still can't solve the problem, contact the Help Desk.

(Q3) I use folders on Web mail, and I cannot retrieve email in the mailbox using POP.
(A3) Messages stored in folders other than those located directly under the inbox cannot be retrieved using POP. Please move the messages to folders directly under the inbox and try to use POP again. For more information on POP and IMAP protocols, see Using Keio Mail with POP3/IMAP4.

(Q4) I reached the assigned storage capacity for my mailbox. What should I do?
(A4) First, delete all unnecessary email messages. Otherwise, you will not be able to receive new messages. If you have too many messages to delete, it is more convenient to use POP to retrieve the messages to your PC. In that case, make sure not to leave messages on the server. Please note that messages stored in folders other than those located directly under the inbox cannot be retrieved using POP. Please move the messages to folders directly under the inbox and use POP to retrieve them. For IMAP, you can store email messages to local folders to achieve the same effect. For more information on POP and IMAP protocols, see Using Keio Mail with POP3/IMAP4 protocols.

(Q5) Email arrival notifications are being delivered to my mobile phone one after another. Is there any way to stop this?
(A5) Is the "Incoming mail alert" setting in the "mobile use function" enabled? Refer to [Options] > [Setting up your personal environment] in the Keio Mail Online Help for details on how to disable the Email arrival notification. If you still can't solve the problem, contact the Help Desk.

(Q6) I deleted an email message by mistake.
(A6) If an email message is lost due to a mistake in operation, we cannot recover the data. Please be careful when deleting email messages.

(Q7) I want to add the sender's email address to my address book (contact list).
(A7) From the received email list window, click the email address of the sender (or recipient) you want to add. The Email address registration window will open. For more details, see Address Book in the Keio Mail Online Help.

(Q8) Even though I click the [Compose email] button, the Compose window does not appear.
(A8) Is the pop-up blocker enabled in Windows or in a third party application? When you use Keio Mail, make sure to disable any pop-up blockers.

(Q9) At times, the number displayed for unread/read email messages is lower than the actual number.
(A9) If more than 500 messages have arrived since the last login, to prevent degradation in processing speed, the messages are divided into groups of approximately 500 messages when they processed or displayed. To retrieve the next 500 messages, click [Check for new arrivals] or display the contents of another folder. Click [Check for new arrivals] until all the messages are received. Do not repeatedly click the button.

(Q10) How can I cancel the narrowed down search list after finishing a search?
(A10) Click [Check for new arrivals] or click the inbox.