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Email & Calendar for Faculty & Staff (Office 365)

Email/Calendar FAQs

Frequently Asked Questions (FAQs) about Email & Calendar for Faculty & Staff

General Email Questions


Office 365 Outlook: Shared Accounts


Mobile Devices & Office 365


Best Practices


Getting Help & Troubleshooting


Answers

General Email Questions

How is junk mail handled in Office 365? Do I need to check my junk folder?
Office 365 flags junk mail slightly differently than Exchange, so be sure to check your email junk folder regularly, if not daily.
How do I forward my email to another email account? How do I "turn off" or stop forwarding?
See the Email Forwarding page.
What if I delete messages and need to get them restored?
You can use "Recover deleted items" to recover things that were deleted for up to 30 days.
Can I change how Office 365 creates the "initial circles" that tell me who email is from?
This is a known issue — John Doe's initials display inside a circle as "DJ" and not "JD" — and something we're unable to change at the moment. It is a well-documented issue among the Office 365 user community; a correction may be in a future feature update.
Are we authorized to use the Office Store for add-ins to Outlook?
The Office Store contains 2 kinds of add-ins. Local Outlook add-ins that don't require any special access to data or an account, and add-ins that connect to another cloud service which then accesses data from an Office 365 account on behalf of the user in order to provide some benefit or added functionality. Local Outlook add-ins downloaded from the Office Store will work fine. However, third-party account access is currently disabled in our Office 365 environment, which means that add-ins that require a third-party service be granted access to a UVA Office 365 account will not work.
My user interface has changed. Why? Where can I get help?
Microsoft controls the user interface for Office 365. Please see their site for the latest information on the user interface and changes.
What are the message limits in Office 365? What size files can I send and receive? What about attachment sizes?
The maximum size of an incoming or outgoing email message (including attachments) is 25 Megabytes (MB). You will receive a warning if you exceed this amount. This limit is in line with those set by other email providers including Gmail, Yahoo, and Hotmail. Any user who needs to share a larger document should consider using UVACollab, SharePoint, UVA Box or OneDrive (available by spring 2018).
How do I set up a new account in Outlook for Mac 2016?
The new account creation behavior in Outlook for Mac has recently improved, so make sure all recent updates are applied in order to take advantage of this new behavior.
  • If you have no accounts currently configured, the first time you open Outlook it will prompt you with a new account wizard. Otherwise, click the Outlook menu in the menu bar, then click Preferences, then Accounts, and then click the small '+' in the bottom left of the window and select 'New Account'.
  • On the first screen of the wizard, enter your email address. It will automatically detect that your account is an Office 365 account and prompt for your credentials.
  • Enter your username as ComputingID@virginia.edu and your Eservices password.
  • The wizard will automatically configure your account.
We have all these other questions: what about signatures, automatic replies, opening attachments, and more... Can you help?
We can help - and don't be afraid to ask: if you have a question it is likely someone else is wondering the same thing.
  • How long can I stay signed in if I check the "Keep Me Signed In" checkbox when I log into O365?
    Checking the "Keep me signed in" option on the O365 login page allows a user to stay signed in for 24 hours. This works a little differently than NetBadge. NetBadge sets a session cookie that's only good for the browser session in which you signed in, so if you close all browser windows you have to sign in again. The O365 login page sets a persistent cookie so even if you close all browser windows, it will still sign you in again automatically if it's within 24 hours of the last sign-in.
  • Can I have multiple email signatures in O365?
    Signatures is a client feature. Office 365 is really just Exchange in the cloud and is accessed via Outlook or whatever mail client you currently use, so it will be the same as what you have today. Outlook does support multiple signatures.

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Office 365 Outlook: Shared Accounts

How do I access a shared account in Office 365?

For the PC

  1. Close Outlook if you have it open.
  2. Press the Windows Key on your keyboard and type in the words Control Panel. Press the Enter key.
  3. In the screen that appears (Adjust your computer's settings), find View by in the upper far right and under the Category pull-down menu, select Large Icons.
  4. Click Mail (you might see "Mail (32-bit)").
  5. Select E-mail Accounts....
  6. If you had a shared account configured previously and it is no longer working after the upgrade you may need to remove it here and then re-add it with the instructions below. Note the user account format.
  7. Click "New...".
  8. Under Choose Service, click the radio button for E-mail Account and click the Next button.
  9. On the Auto Account Setup screen, enter the display name (or familiar name, like Customer Service) for your generic account in the Your Name: field. In the E-mail Address field, type in the shared Exchange mailbox name using the full email address. If your shared account is still on-premise (current Exchange), it may be in the format shared_account_name@eservices.virginia.edu. If it is in Office 365, the format will likely be shared_account_name@virginia.edu. Do not enter anything in either the Password: or Retype Password: fields. Click Next.

    Auto account setup for Shared Mailboxes with parameters
  10. Outlook will begin searching for the shared account settings. When the University of Virginia sign in box appears, enter your credentials as full email address for the username as well as your Eservices password. If your account has been upgraded to Office 365, the username will be computingID@virginia.edu, otherwise it will likely be computingID@eservices.virginia.edu.

For the Mac

  1. Open Microsoft Outlook on your computer. Click Tools (in the menu bar at top of screen), then Accounts just underneath.
  2. If you had a shared account configured previously and it is no longer working after the upgrade you may need to remove it here and then re-add it:
    1. In screen that appears you will see account names on the left side. Click the name of the shared account, then go to the bottom of the account list column and click the Minus Sign (–). The shared account will be deleted.
    2. To add the shared account back in, click the Plus Sign (+) in the lower left corner of the account list, then select Exchange….
    3. Fill in the following:
      • Account description: "My Shared Account" (for example)
      • Full name: “Shared Mailbox” (for example)
      • E-mail address: “shared_mailbox@virginia.edu” (for example)
      • Method: User Name and Password
      • User name: your computing ID (i.e. mst3k@virginia.edu)
      • Password: your eservices password
      • Make sure Configure automatically is checked.
      • Click Add Account.
    4. Allow time for the Exchange Server to be detected.
    5. If a message pops up saying Outlook was redirected to the server autodiscover-s.outlook.com… click Allow.
    6. A new (or re-added) account will appear in the list on the left for each shared mailbox.
Can I access my shared account from my mobile device?
At this time the Outlook app does not support shared mailboxes. You can use the OWA app (unsupported) available in the app store for iPhone/Android (follow these instructions: https://sites.utexas.edu/glenmark/2016/04/12/accessing-shared-calendars-or-inboxes-via-owa-app/).
What is the best way to manage the group of users of a shared mailbox?
Shared Office 365 mailboxes are accessible by a list of users who are identified by their computing IDs. This list of users is managed via MyGroups.

  • Group administrators manage access to the shared mailbox. Note: administrators need to also be members of the MyGroup in order to send and receive email from the shared mailbox.
  • Users of the shared mailbox can be added or subtracted from the list via MyGroups by an administrator and can have a role as administrator and/or a member of the group.
  • All members have the right to send and read email from the shared mailbox.

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Mobile Devices & Office 365

See instructions for setting up your mobile device and tips for using the Outlook mobile app.

What is the name of the Apple/Android application I need to download from the Google Play/Apple Store?
The app is just called Microsoft Outlook.
How do I set up my phone or mobile device to connect to Office 365?
ITS highly recommends using the Outlook app for email and calendar access for Office 365. Microsoft provides comprehensive instructions for configuring mobile devices using their apps. The instructions are located at this link: https://support.office.com/en-us/article/Set-up-Office-apps-and-email-on-a-mobile-device-7dabb6cb-0046-40b6-81fe-767e0b1f014f?ui=en-US&rs=en-US&ad=US.
Can I still use my native ActiveSync email application with Office 365?
ActiveSync will continue to work after the upgrade, but the recommended and supported method of accessing mail after the upgrade is to use the Outlook app. It generally handles things like calendaring better than the native apps, provides a consistent experience across all supported platforms, and Microsoft is continuing to add additional Office 365-specific, and useful, features to it.
Why should I use the Outlook mobile app instead of the mail app I've been using?
The Outlook app is the only app that is supported by UVA for Office 365 accounts. In addition, the Outlook mobile app is made by Microsoft and provides support for Office 365 features that other clients do not, such as integration with OneDrive. As Microsoft continues to add features to Office 365, those features are likely to show up first in the Outlook app. The Outlook app also looks the same and has the same features on both iPhone and Android, making it easier to support and easier to switch platforms if someone wants to do that. Finally, the Outlook app has no known calendar issues, so you don't have to worry about things like accepting calendar invites from your phone, which has been a problem for some other mail clients over the last few years.
Are there any features that the Outlook mobile app doesn't currently support?
While the Outlook app supports the vast majority of the features used by most people, there are a few features that it does not support. Feel free to check the list below to see if any of the currently unsupported features are important to you. Also note that the Outlook app includes features such as cloud storage integration and excellent calendar integration that many people will find very valuable. Here is the current list of unsupported features:
  • Outlook local contact groups
  • Shared mailboxes
  • Notes
  • Tasks
Can I add other accounts to the Outlook app?
Yes, the Outlook app supports other mail accounts in addition to Office 365. If you prefer to have all your mail accounts in one place, you can add them all to the Outlook app and access them there. However, please note that Help Desk support will only be provided for UVA email accounts.

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Best Practices

Which email and calendar clients are supported by ITS? Which are compatible with Office 365?

Email & Calendar Clients for Office 365

Web / Desktop / Mobile Email Client Supported by ITS? Compatible?
Outlook Web App (Mac, Win) yes yes
Office 365 ProPlus yes yes
Windows: Outlook 2016 or 2013 yes yes
Windows: Outlook 2010 or 2007 no no
Mac: Outlook 2016 yes yes
Mac: Outlook 2011 no caution
Mac: Apple Mail and Calendar no yes
Mobile: Outlook App for iPhone or Android yes yes
Mobile: iPhone or Android Native Mail Clients no yes
Thunderbird or other Mail Clients no caution

Compatibility Legend

check-yes Client performs all functions well, with few or no issues. For the best Office 365 experience, and future compatibility, use clients supported by ITS.

cautionThese clients may support basic functions (ability to receive email) but advanced functions are lacking or known to not work. These are not recommended or supported by ITS.

X-noClients cannot perform most functions and are not recommended for use.

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Getting Help & Troubleshooting

I use Office 2013 for Windows. How do I set it to use "Modern Authentication" to address authentication issues?
If you are using Office 2013 for Windows, Office 365 requires that your Office installation use Modern Authentication in order to successfully sign-in to the service. ITS recommends that users upgrade to Office 2016 as soon as they are able, but this downloadable registry patch will allow Office 2013 installations to function normally after your account has been migrated. It is also recommended that you apply any Office 2013 updates available through Microsoft Update for maximum compatibility. Users will need to have administrative rights on their machine to install this registry patch. Close Outlook 2013 or any other Office application, apply the patch, and then reboot your machine. If you need assistance, please contact your LSP or call the UVA Help Desk.
If you would like more details about this issue, please see Microsoft's support article.
Where can I go for training if I want to know more about using Office 365 products?
To learn more about Office 365 products, please visit the UVA Office 365 Resource Portal, which includes:
  • Video Training
  • Library of Courses
  • Knowledge Articles (Self-Help)
  • How-To's
  • Shareable Tips
  • Shareable Videos
Your login is computingID@virginia.edu and your Eservices password.
Where do I go if I have questions?
You can search for an answer to your question on the UVA Office 365 Resource Portal anytime or you can phone or email the Office 365 Support Team, Monday–Friday, 8am–8pm (Federal Holidays excepted).

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  Page Updated: Monday 2018-02-19 17:20:11 EST