1. General Email/Communications Problems

One of the most common problems presented to the OUCS Help Centre is something along the lines of 'my email has stopped working.' This page gives some advice on diagnosing such problems.

Can you still access the University Home Page (http://www.ox.ac.uk) with your web browser?

  • If the answer is YES then check the OUCS system status pages at http://status.ox.ac.uk for current problems with the network or mail servers. If all seems OK, then the problem is probably specific to your email configuration - see the section below on email configuration problems for further advice.
  • If the answer is NO then your computer's basic communication setup has a problem - see the sections below on ethernet communication problems and modem connection problems for further advice.
    If you are using a University wireless connection (OWL or Eduroam), make sure that is working properly. More details at http://www.oucs.ox.ac.uk/network/wireless/. Be aware that if you need a working Remote Access account, which is separate from your Single Sign-On account, and if you are using OWL you have to have VPN running.
    If you are using a commercial service provider to supply your broadband or dial-up connection (such as BT, Virgin, TalkTalk,...), please contact them if you have connection problems.

Can you access the web-based email interface at https://nexus.ox.ac.uk/owa?

If the answer is YES then it looks like your account is working and the problem lies in the configuration of the program you use to read your email (email clients such as Outlook, Thunderbird, Mac Mail).
If the answer is NO, try these in the order listed:
  1. Check the error message. If it says You could not be logged on to Oxford Nexus. Make sure that your user name and password are correct, and then try again. you may be using the wrong username or password. If you have forgotten your password, you can re-set it at https://webauth.ox.ac.uk/reset_password.
  2. Is you university card valid? If your card has expired, you will not be able to access your email. If you are still a member of the University, please contact your department or college administrator to get your card renewed.
  3. Try logging in to another service with your Single Sign-On account, such as WebLearn. If that doesn't work, there may be a problem with your account. The most common is that the university card has expired (see above). If that is not the case, please contact the OUCS Help Centre for advice. If you can access WebLearn but not your web-based email, check the OUCS system status pages to make sure that there is no general problem with the Nexus service. If not, please contact the OUCS Help Centre for advice.

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