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Office 365 Project

Frequently Asked Questions

Questions

General Questions about Office 365


Office 365 Outlook: Email


Office 365 Outlook: Shared Accounts


Mobile Devices & Office 365


Lync/Skype for Business


Security Concerns/Passwords


Best Practices


Getting Help & Troubleshooting


Answers

Upgrading to Office 365

What is Office 365?

Features of Office 365 include:

  • Virtually anywhere access from a PC, tablet, smartphone, or other device with an Internet connection, to familiar Office tools, plus enterprise email, conferencing, and more IT services that are hosted in the Cloud (managed remotely on servers owned by Microsoft).
  • Larger mailbox storage: Faculty and staff go from 6 GB to 50 GB.
  • OneDrive for Business file storage of 1 terabyte (1 TB). (Coming after email/calendaring; see project Workstreams for UVA's product rollout schedule.)
  • Office Web Apps, instant messaging, video conferencing tools, and much more as the project progresses.
I've been upgraded to an ITS-provided Office 365 account but some of my colleagues haven't. Can we still email each other, schedule meetings, etc.?
Interaction between ITS-provided and non-ITS-provided Office 365 accounts (like those in Darden, Law, and McIntire) should be largely transparent, however there are some limitations.
Office 365 is in the cloud. Is it secure?

Most people and businesses have one major concern when it comes to cloud computing: Exactly how safe is the cloud?

Office 365 provides a high level of security for people's data; learn more reading the Office 365 Security White Paper from Microsoft.

Remember, keeping your data secure is your responsibility as well as your cloud provider's responsibility. Poor password security can give cybercriminals an all-access pass to your private data. To keep your password safe, follow our password guidelines at http://its.virginia.edu/accounts/passwords.html.

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Office 365 Outlook: Email

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?
Message sizes are determined by Microsoft. For details, see Microsoft's Exchange Online Limits webpage. NOTE: ITS is on the Office 365 Education License so use that column only. Note that limits differ by client and message body is separate from attachments.
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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Lync/Skype for Business

I am using Lync on Mac OSX 10.10 (Yosemite) and see that the Skype for Business Client is only compatible with OSX 10.11 and higher. What can I do?
Current users of Lync on Mac OSX 10.10 may continue to use the Lync client. It will connect to the Office 365 Skype for Business service until you upgrade to OSX 10.11 (El Capitan) or later which is compatible with Skype for Business. You will need to log in with your email address (computingID@virginia.edu) after the upgrade is complete.
Why does the Skype for Business mobile app want my phone number?
The Skype for Business app uses the phone number to allow call-back functionality. In certain cases, depending on client settings and the availability of WiFi, the Skype for Business conference line will call your phone in order to allow you to join a meeting. More information can be found here: https://support.office.com/en-us/article/Join-a-Skype-for-Business-meeting-on-a-mobile-device-b19a0e55-fb72-4990-9019-2abd6a02cfcf
How do I join a Skype for Business meeting on my mobile device?
First, make sure you have the Skype for Business app installed and configured on your device. It can be downloaded from your platform's app store. In the app, you can view upcoming meetings, and click one to join it. For additional details, please see this Microsoft article: https://support.office.com/en-us/article/Join-a-Skype-for-Business-meeting-on-a-mobile-device-b19a0e55-fb72-4990-9019-2abd6a02cfcf
How can I do Skype for Business meetings/calls with people outside UVA?
You can have a Skype for Business meeting with anyone in the world. The user you are having the meeting with does not need to have an Office 365 or Skype for Business account. To have a Skype for Business call with someone who does not have Skype for Business, simply create and send them a meeting request using Outlook (web or desktop). Make sure you make the meeting a Skype for Business meeting. When the recipient gets the request they will have the option of signing in as a guest. They can use the web client so no additional software is required. The main limitation of the web client is that it does not support video, but most other features from the desktop client will work.

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Security Concerns/Passwords

I noticed that there's a "Change your password" option under Settings in Office 365. Can I use that to change my password?
This functionality is not currently enabled, but Microsoft does not provide a way to remove the button. If you would like to change your password, please go to https://whois.virginia.edu/password/. You may also contact the UVA Help Desk.

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Best Practices

What works best: what email and calendar clients are supported by ITS? what's compatible?

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.

My computer is running Windows 7 and Office 2010. I'm not due to be upgraded/get a new computer for another 2 years. Will everything still work okay?
Although the client experience for Office 365 is optimal on current generation versions of Windows and Office, earlier versions are still compatible. Users may notice a larger number of authentication prompts when using Office desktop apps. ITS will offer client-side downloadable registry patches and system policies to help ease the transition for users of older software.

During Workstream 3 of this project, ProPlus will be made available, thus enabling faster access to downloading current versions of Outlook.

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Getting Help & Troubleshooting

I've heard we're supposed to use cached mode for Outlook on Windows with Office 365, but I have lots of shared/delegated mailboxes and have always had trouble with cached mode because of that. Should I still use cached mode?
Cached mode is strongly recommended for the best experience with Outlook in general, and particularly with mailboxes hosted in the cloud. However if a user has lots of shared mailboxes or is a delegate on lots of mailboxes/calendars, this can cause problems with using cached mode, particularly on older versions of Outlook. The first recommendation in this case is to make sure you reduce the amount of content cached by using the slider in the account settings. If that doesn't help, Microsoft also provides some settings that allow you to disable caching for certain folders in shared mailboxes, or to completely disable caching for shared mailboxes. See this article for instructions on configuring these settings: https://support.microsoft.com/en-us/help/982697/by-default,-shared-mail-folders-are-downloaded-in-cached-mode-in-outlook-2010-and-later-versions.
I use Outlook for Mac 2016 and I've been getting autodiscover redirect prompts. What can I do to make them go away?
In the December 2016 update for Outlook 2016 for Mac, Microsoft added a setting that allows you to turn off autodiscover redirect prompts. You must have that update (or later) installed in order to take advantage of the setting. This Microsoft article will give you for more information about how to enable this setting.
I have a personal Microsoft or Office 365 account and now I have an Office 365 work account. I get this screen that I don't know what to do with?
Microsoft maintains two user account systems — one for personal accounts, and one for work/school accounts. Because these two systems are completely separate, it's possible to use the same username in both systems. This means it is possible to have both a personal Microsoft account and a work Microsoft account with a username of ComputingID@virginia.edu. When this is the case, you may be presented with a dialog box that asks you to choose whether to use the personal account or the work account. This is completely normal. You will generally only see this the first time you access a service, and the setting you choose will be remembered thereafter.
Only your "work account" was upgraded. Your personal Microsoft account has not been touched during this upgrade process.
If you are accessing a UVA Office 365 service such as your UVA email or Skype for Business, you should always choose the work account option.

image of Work or school account and Personal account
If you no longer want your personal Microsoft Account, you can use the following Microsoft KB (Knowledge Base) article that guides you through a fairly simple process to delete it. Note there is a 60- or 90-day waiting period before the account is actually deleted, and you'll see the dual-login prompt each time until then.
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 post-upgrade login will be computingID@virginia.edu and your Eservices password.
If you are not upgraded, you can get into the portal as computingID@eservices.virginia.edu with 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 after April 26, 2017, you can phone or email the Office 365 Support Team, Monday–Friday, 8am–8pm (Federal Holidays excepted).

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  Page Updated: Friday 2017-12-08 15:29:08 EST