Cyllene FAQs

Reason 1

If you have been away, or have received an excessively large amount of mail since last checking, it is possible your mail program is timing out.
In some instances, you may be asked if you want to continue - confirm that you do. If you use Outlook or Outlook Express on a Windows system, you should increase the timeout period to the maximum. This can be done as follows:

Outlook:

• Tools
• E-mail Accounts
• View or change existing email accounts, then Next
• (Select your account, if you have more than one)
• Change
• More settings ...
• Advanced
• Server timeouts section: slide the timer as far right as possible
• The last section on that window is Delivery: please ensure "leave on server" is NOT ticked, and this will delete the messages from cyllene after transferring them to your computer. Otherwise they will accumulate indefinitely and storage problems will occur.
• Click OK/Close/(or similar) on all windows to exit, to ensure the settings are saved.

Outlook Express:

• Tools
• Accounts
• Mail
• (Select your account, if you have more than one)
• Properties
• Advanced
• Server timeouts section: slide the timer as far right as possible
• The last section on that window is Delivery: please ensure "leave on server" is NOT ticked, this will delete the messages from cyllene after transferring them to your computer. Otherwise they will accumulate indefinitely and the storage problem will occur.
• Click OK/Close/(or similar) on all windows to exit, to ensure the settings are saved.

Reason 2

You may have a corrupted message in your mailbox and the download cannot proceed beyond that message.
Please use the Webmail service to identify and delete the corrupted message, then try again. Use one of the Webmail links on the ITS web page about the ITS Email Service.

Redirecting email causes extra headers to be added to the message to identify what route it has taken to get to its final destination. Some sites set the maximum number of these headers to an inappropriately low number, and will not deliver mail when that number is exceeded. The message may then bounce back to the original sender with an error, or the provider may simply delete it so that neither the sender nor the recipient knows that a message has been sent but not received.

Customers of the following providers have reported the above problem to us (note this list is not exhaustive, there may be many other sites we are not aware of): Telstra Bigpond, Yahoo, BHP Billiton, Health Department WA

UCS strongly advises all users to avoid automatic redirection of their Cyllene email where at all possible.

Alternatives to mail redirection are:

1. Use Webmail to read your Cyllene email
2. Most mail clients allow you to configure more than one profile so that you can download email from more than one account at a time (some physical sites may not allow this however, eg Health Department)