Note: The most common complaint, that a specific instance of PC Outlook is running slow or is otherwise buggy, is normally solvable, usually by creating a new Outlook profile file. The Service Desk can walk you through this. Don’t put up with slow performance.

STUDENTS: This webpage is intended for faculty and staff — please see Carleton’s Student Email.
1. Features
2. Settings at a Glance 
3. Trouble-shooting & FAQ ◀
4. Privacy Statement
Appendices:
A. Configuration Reference
B. Performance Tweaks
C. Shared Mailboxes & Public Folders
D. Email Addresses vs Aliases

FAQ (Frequently Asked Questions)

    1. All Users (PC, Mac, Web)
    2. PC-Outlook Users
      • Outlook regularly re-prompting for password
      • Outlook slow to launch — create new profile file
      • Outlook slow to open attachments — create new profile file
      • Outlook intermittently fails to connect – malwarebytes antivirus software can conflict
      • Outlook does not retrieve mail while PC sleeping
      • Outlook SPAM settings: tighten or loosen your spam filters
    3. Mac Users
    4. PC-Outlook Calendar Users
      • Calendar invites sometimes received as .ics file attachments
      • Calendar entries are slow to edit/open when using MS Snipping Tool
      • Order of meeting invitees not preserved…
    5.  Web Browser Users

a. All users – Both Web and Email program users

Issue Work-around
How to forward your Exchange address to another
What is Exchange O365’s Maximum Attachment size?
  • 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.
Maximum no. of recipients per message: 500
  • Split the recipients over multiple messages by using the Resend menu item.
    or
  • Use the Lyris listserv service.
Can’t find an email message? – Turn off “View by Conversation”
  • “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 from address: problems with list-servers? Your email from-address may now display to some recipients in the format of your real email address, janedoe@cunet.carleton.ca, rather than in the format of your email aliasjane.doe@carleton.ca. This is cosmetic.

  • 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 aliasJane.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.
Adding/Removing a name to a public Exchange distribution list.
  • 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 moves them to your Deleted Items folder.

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.
Enabling/disabling Microsoft’s automatic “Clutter” folder
diable-clutter-exchange-o365

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 Infocarleton.ca/its/2016/an-intuitive-feature-to-de-clutter-your-inbox.

How to view mail headers
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b. PC-Outlook Mail

Issue Work-around
Outlook re-prompting for password Symptom: Outlook is re-prompting for a password or not accepting the correct password at all

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

Outlook launches fine, but is slow to open attachments?
  • Disable all Add-ins except Microsoft Exchange Add-In: Outlook > File > Options > Add-ins

Outlook intermittently fails to connect?
PC laptop does not retrieve new incoming mail until you “wake” it?
  • 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)

Outlook SPAM settings If you are unhappy with the spam filtering in Outlook you can tighten or loosen the spam settings, open the Outlook app and Select: Home > Junk > Junk E-mail Options…Outlook-June-Email-Options

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

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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.

Sharing Access to your Calendar (Outlook Web Access)
  • 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
Mac Mail.app
  • 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

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 d. PC-Outlook Calendar

 Issue  Work-around
Calendar invitations are sometimes received as (.ics) file attachments?
  •  .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.

Calendar Meeting entries slow to add/open when using MS Snipping Tool?
  • 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?
  • 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.
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e. Web Browser: exchange.carleton.ca

Time zone setting in Web set incorrectly to “(UTC) Monrovia, Reykjavik?”
Web browser access encounters two logins?
Web browser access slow?
  • 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
Web browser interface does not allow inbox rules to be manually re-run on existing inbox entries?
  • Inbox rules are performed on incoming messages.
  • If you require re-running rules on existing inbox entries, perform this action using the Outlook client.
Problems logging into Hotmail at same time as Exchange O365? Or into multiple Office 365 accounts?
  • 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…
Problems signing out of Exchange O365 – especially Safari users
  • 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.

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