Carnegie Mellon University

Google Mail FAQ

This FAQ addresses questions about using Google Mail at CMU.

How do I log in?

Use your Andrew userID and password to access your Google Mail via the web and apps that support single sign-on (SSO). Apps that don't support SSO require a separate G Suite password. 

Log in - Error Message

If you see one of the error message below when you log into G Suite, clear your browser cache and cookies and check that your system clock is correct. Be sure, to log in through

Chrome: This webpage has a redirect loop.
Firefox: Firefox has detected that the server is redirecting the request for this address in a way that will never complete. 

Password Incorrect - Error Message

If you can not authenticate when using an email client receiving a "password incorrect" error message, follow Google's steps to "Allow less secure apps to access your account." 

Is two-step verification available for G Suite @ CMU accounts?

No, G Suite @ CMU uses Single Sign-On (SSO) so 2-step verification cannot be used.

Can I log into other web services using my G Suite @ CMU account? (e.g., YouTube, Pinterest, etc.)

Your G Suite @ CMU account is NOT a commercial Google account and cannot be used to log in to other web services.

What if I already have a personal Google Mail account?

Your G Suite @ CMU email is separate, and is not associated with any personal Gmail accounts.

Can I simultaneously access two separate Google accounts with my Drive app?

No. Your Drive app can be configured to access more than one account, but not at the same time.

What happens to my account when I leave the university?

Your Andrew email account will expire 90 days after graduation. Export your emailcalendar data and Google Mail contacts.

My Android phone requires me to re-authenticate multiple times a day.

To address this issue, remove the account from your phone and re-add it following the mobile device steps.

Do I need to use the web to check email, or can I use the email software on my computer?

You can also use Outlook or Apple Mail to read your G Suite @ CMU email.

Do I need a separate password for my email client or mobile device app?

Mobile apps that do not support single sign-on (SSO) require a separate G Suite password. 

How do I send mail from my alias?

Follow the steps to send from your CMUname.

Sending email from Google to a subscribed CMU Mailman mailing list, the email never appears in my INBOX.

Google suppresses what it considers to be duplicate email. If you send to a subscribed mailing list, and the mailing list posts the message with your Google address it's identical to the message in your Sent folder, and so does not display in your INBOX. There is no workaround however, all other list members will receive the email.

If you are a list administrator, please consider setting up your list to maintain an email archive; subscribers can use the list archive to check whether a message has been delivered. Messages are added to the list archive as they are sent to the list subscribers.

Can I forward my email to another email account?

Yes, you can forward your email to a different email account using the Forwarding Tool.

Can I set my messages to delete on my iPhone?

Yes, follow Apple's instructions to Archive/Delete your Google Mail messages.

Messages not displaying in Inbox?

If you cc'd yourself on a message it may not display in your Inbox. To see it, log into the web interface, select the drop-down arrow in the search box, select All Mail from the search list and enter your search criteria. 

I use Exchange, can I schedule a meeting with someone on Google?

See the Tips for Scheduling between Google/Exchange document.

Can I share my calendar with my personal Google account?

See Google's Calendar Sharing Options document for more information. Please note, you can share only free/busy information, but no event details, with someone outside the Carnegie Mellon domain.

How do I respond to Google Calendar invites send to my CMU mail alias?

Since G Suite does not recognize the CMU mail alias (, add the meeting to your calendar then select yes I am going on your calendar.

What is Google doing with my email?

Computing Services encourages you to review the Gmail Privacy Notice. This should answer many of your privacy-related questions.

Does Google know my Andrew account password?

No. When you access G Suite through a web browser or SSO supported app your password is authenticated on our servers and is not sent to Google. If you use a mobile app that does not support SSO a separate password is needed. See the configuration steps for details.

Does my G Suite @ CMU email display advertisements, like my personal Gmail account?

No, ads are disabled for G Suite @ CMU.

Where is my Google data stored?

Google data is stored in a vast number of geographically distributed data centers that are owned/managed by Google. These centers adhere to, at least, industry standard systems and procedures that ensure security and confidentiality and protect against threats, hazards and unauthorized access.

How is on-site security handled in these locations?

Each Google data center maintains an on-site security operation responsible for all physical data center security functions 24/7. The on-site security operation personnel monitor Closed Circuit TV (CCTV) cameras and all alarm systems. On-site security operation personnel perform internal and external patrols of the data center regularly. Google employs a centralized access management system to control personnel access to Google production servers, and provides access to a limited number of authorized personnel.

Are there any restrictions for using Google?

Per contract, the university may not use Google for High Risk Activities, for data that is controlled for export under Export Control Laws, or in ways that reverse engineers, resells, or creates similar services through the use of Google.

Is my data encrypted?

Google automatically encrypts browser sessions with SSL. Google does not automatically encrypt data in storage.  Users should encrypt documents that contain sensitive information (e.g. Adobe Acrobat and Microsoft Office both offer encryption features) or redact the sensitive portions of the document prior to uploading to Google.

How does Google handle security breaches?

Google complies with applicable laws and notifies customers directly in the most expedient time possible.  Depending on the situation, Google may automatically suspend the offending use and inform the university’s administrator.

Does Google comply with FERPA (Family Educational Rights and Privacy Act) obligations?

Google is considered a “School Official” and will comply with the requirements and obligations of School Officials under FERPA.

What is our agreement with Google in terms of intellectual property rights?

Our agreement with Google does not grant either party any rights, implied or otherwise, to the other’s content or any of the other’s intellectual property. As a Google customer, we (university/end user) own all intellectual Property Rights in customer data; conversely, Google owns all intellectual property rights in the services.

What happens to our data if we terminate our agreement with Google?

Google provides customer access and the ability to export their data for a reasonable period of time. After this time, Google will destroy/overwrite the data.

How does Google manage decommissioned discs/disc erase?

When discs that contain customer data experience performance issues or errors they are decommissioned by Google. Every decommissioned disk is subject to a series of data destruction processes before leaving Google premises. Discs are erased in a multi-step process and verified complete by at least two independent validators.

What does Google do to avoid service interruptions?

Google’s infrastructure systems have been designed to eliminate single points of failure and minimize the impact of anticipated environmental risks.  For example, Google’s data center power systems are designed to be redundant and maintainable 24/7.

Will I still be able to look up student email addresses?

Yes, students will continue to have an email address. You can search these using the CMU directory or through the Global Address Book in your email client.