Exchange – FAQ

a. All users – Both Web and Email program users

• Log onto exchange.carleton.ca with your MC1
• Follow Microsoft’s directions: support.office.com/en-us/article/Forward-email-from-Office-365-to-another-email-account…

• 25MB.
• Note: Not all email systems support such large attachments; if you address someone on a different email system with a smaller maximum attachment size you will get a delivery failure message.

• Split the recipients over multiple messages by using the Resend menu item.
  or
• Use the Lyris listserv service.

• “View by Conversation” may have been enabled. This attempts to sort messages by similar subject lines (i.e. by conversation). To arrange messages by date-received:
• PC Outlook 2010
• PC Outlook 2013
• Web Version: exchange.carleton.ca

• Your actual or real email address is, and always has been, of the form: JaneDoe@cunet.carleton.ca
  • But any messages addressed to your email alias, Jane.Doe@carleton.ca, will still be delivered to your mailbox; you can safely continue to use your alias on your business cards and websites.
• Note for List server users: If you have previously signed up to an external-to-Carleton list-server using your alias, you will continue to receive the list server mailings.
  • But if you wish to submit or post messages to your list server,  you will need to update your list server settings with your real email address, JaneDoe@cunet.carleton.ca. The instructions to edit your email address or re-subscribe with your real email address vary by list-server, but are often found at the bottom of each list-server mailing.

• Previously authorized Exchange users could add or remove a name to an existing, public Exchange distribution list.
• Exchange O365 requires that these users now contact the ITS Service Desk.

Deleting messages already in your Deleted Items folder should be considered permanently deleted.

• Deleting messages moves them to your Deleted Items folder, from whence they can easily be recovered.
• However deleting messages already in your Deleted Items folder should be considered permanently deleted.
• Note: Do not use the Deleted Items folder to store messages. They are automatically removed after 2 weeks.

Click to enlarge

Clutter is now turned off by default: carleton.ca/its/clutter, but can be enabled/disabled by each email user:

• Log into OWA, the web interface to Exchange: exchange.carleton.ca
• Click on the Gear icon in the upper right-hand corner; select Options or search for “Clutter”, then click on Clutter in the left-hand navigation list (see image)
• Check/uncheck “Separate items identified as clutter”

Q. Can I remove the Clutter folder?
A. No. However using the Outlook Web Interface above, there is a link by which you can provide feedback to Microsoft about any aspect of Clutter, including your desire to hide the Clutter folder if you have disabled it.

Q. How does Clutter decide?
A. windowsitpro.com/blog/faq-answers-common-office-365-clutter-questions

More Info: carleton.ca/its/2016/an-intuitive-feature-to-de-clutter-your-inbox.

• When you are not sure mail is really from who it says it is, you can look at the actual email headers.
• You may also be asked to send the mail headers to the Service Desk if you call with a question.
  • In PC Outlook 2016/2013/2010, Mac Outlook 2016: in5stepstutorials.com/ms-outlook/view-email-headers-in-outlook-2016-2013-2010.php
  • In Mac Outlook 2011: utexas.edu/its/help/managing-unwanted-email/1945
  • In Outlook Web Access (OWA) aka exchange.carleton.ca: 

b. PC-Outlook Mail

• First ensure you are entering your username as FirstnameLastname@cunet.carleton.ca (not as FirstnameLastname) and that your password is correct
• Ensure you are using Outlook 2016 — Outlook 2016 is included in the staff/faculty Windows 10 image for PC, and fully patched with the latest updates.
  • If you are still being re-prompted for your password, try clearing the Exchange profile: support.office.microsoft.com/en-ca/article/Create-an-Outlook-profile…
  • If you cannot update to Outlook 2016, ensure that Outlook 2013 has all updates applied and add the following registry key: https://support.microsoft.com/en-us/help/3126599/outlook-prompts-for-password-when-modern-authentication-is-enabled
    • If you are still being re-prompted for your password, try clearing the Exchange profile: support.office.microsoft.com/en-ca/article/Create-an-Outlook-profile…

• Disable any suspect Add-ins, especially those reporting an error: Outlook > File > Options > Add-ins
• Disable wireless if your laptop is Ethernet-connected

• Disable all Add-ins except Microsoft Exchange Add-In: Outlook > File > Options > Add-ins

• If that does not resolve slowness, then create a new Outlook Profile: support.office.microsoft.com/en-ca/article/Create-an-Outlook-profile…

• The inability for a PC to resolve the mailserver name, outlook.office365.com, and hence connect, has been reported associated with a popular anti-virus tool: malwarebytes
  • If you are using malwarebytes , and cannot connect to the mailserver, right-clicking on the malwarebytes task bar icon and disabling its Web Protection feature.
• Otherwise, this problem can sometimes be be resolved by:
  • Disabling the PC’s Wi-Fi, if it is plugged into Ethernet.
  • Repairing MS Office Suite: support.office.microsoft.com/en-us/article/Repair-an-Office-application…
  • Creating a new Outlook Profile: support.office.microsoft.com/en-ca/article/Create-an-Outlook-profile…
• If the problem persists, contact the ITS Service Desk.

• If you leave your laptop plugged in, you may not wish it to sleep when you are away:
  • Windows Start Menu > Control Panel > Power Options
  • Change when the computer sleeps
  • Put the Computer to Sleep : 5 hours or never (when plugged in)

• To tighten Spam filtering: select the tabs labeled, Blocked Senders or International
  
• To loosen Spam filtering: select the tab labeled, Safe Recipients > enter an address or an email domain, e.g. @mofa.go.kr
  Ref: support.office.com/en-US/article/Mark-an-email-message-as-not-junk…
  Ref: support.office.com/en-us/article/Overview-of-the-Junk-Email-Filter…
• To turn off Spam filtering: select the tab labeled, Options > No Automatic Filtering…
  Ref: www.slipstick.com/outlook/how-to-disable-outlooks-junk-email-filter

You can also safelist (Microsoft’s terminology for whitelist) all messages from a given email address:

• Outlook 2013: How to safelist an address: howtogeek.com/185017/how-to-add-an-email-address-to-the-safe-senders-list-in-outlook-2013

c. Mac Users

Mac Outlook

• Check for updates for your version of OS X and Outlook:
  Apple > About This Mac > Software Update…
  Outlook > Help > Check For Updates
• Outlook 2011 hanging under OS X 10.11: If your Mac is running OS X 10.11 (El Capitan), Outlook 2011 (part of MS Office 2011 for Mac) must be updated to version 14.5.6 to prevent Outlook hanging: support.microsoft.com/en-us/kb/3098396
• Outlook 2016 hanging under OS X 10.11: If your Mac is running OS X 10.11 (El Capitan), and you are using Outlook 2016 (part of MS Office 2016 for Mac), then OS X must be updated to version 10.11.1 to prevent Outlook 2016 hanging.

• You can share your calendar with another user, by using Outlook Web Access at exchange.carleton.ca:
  – View your calendar by clicking on the calendar icon at the lower-left hand corner
  – Right-hand click on your calendar to select Permissions…
  – Enter the @cunet.carleton.ca address of the desired user

• Check for updates for your version of OS X—this will keep mail.app up-to-date:
  Apple > About This Mac > Software Update…
• No reported problems using OS X’s built-in Mail.app with Exchange O365

 d. PC-Outlook Calendar

•  .ics (Internet Calendar Standard) files are double-clickable and will open in Outlook’s calendar.

Tip: You can view the contents of any .ics file at: icsconvert.appspot.com

This problem occurs when a Carleton Exchange meeting organizer addresses the Exchange calendar invitation using your email alias, jane.doe@carleton.ca, rather than using Exchange’s Address Book (GAL), which returns your actual email address, janedoe@cunet.carleton.ca.

This is a pre-existing problem that occurred with the older Exchange 2007 on-premise system as well.

• This problem occurs when the item “snipped” is very large — typically snipping certain types of PDF files.
• You can avoid this problem by not using MS Snipping Tool and instead, just adding the actual PDF or other document to the meeting invitation.

• Order of Meeting invitees not preserved across repeating meetings

User enters meeting invitees into a repeating Meeting Invitation. Subsequent instances of the meeting show the invitees in a different order. Double-clicking on the invitees, brings up another modal dialogue separating the Invitees into required and optional invitees, in a 2nd different order. Closing this modal dialog, updates the order of invitees shown once more.

• Resolution: none at this time.

e. Web Browser: exchange.carleton.ca

• Login to Exchange O365 Outlook Web App
• Set time zone to Eastern Standard time, UTC-5:00: support.microsoft.com/kb/2298834

• Bookmark this link for a single login to Exchange O365: exchange.carleton.ca

• How to Bookmark: IE 9 | Chrome | Firefox | Safari

• Reduce the number of windows and tabs that are open in your browser

OR

• Using a different browser just for Exchange O365 access, eg. Chrome

• Inbox rules are performed on incoming messages.

• If you require re-running rules on existing inbox entries, perform this action using the Outlook client.

• Use a separate browser, if you want to be logged into Exchange O365 and your personal Hotmail or Windows Live mail simultaneously:

e.g. Use Chrome for your Exchange O365, and Firefox for your Hotmail

• Use your browser’s Private or Incognito mode to force a login prompt for the credentials for the desired Office 365 account.
• If you regularly access two or more Office 365 accounts, you could use Microsoft’s generic portal: portal.office.com to which you can add each account. Note: Be sure to specify each Office O365 account using its complete email address, e.g. janedoe@cunet.carleton.ca, janedoe@live.com, janedoe@queensu.ca…

• Safari Only: Safari > Preferences… > Privacy > Cookies and website data: [✓] Always allow
• All Browsers: To fully log out of Exchange O365 you must quit the browser. There is no need to log out first — but if you do you will be taken to a page to remind you to quit the browser. The technical reason for this is that web access to Exchange O365 is via an on-premise, Carleton Federation server. Signing out of the Exchange O365 web app will not sign you out of the Carleton Federation server — but quitting the browser will.