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Office 365 Project

Frequently Asked Questions

Most Frequently Asked of Late...

I will be out of town on my upgrade date. Will the upgrade happen automatically or do I need to have someone turn on my desktop?

You don't need to do anything while you're out of town (except enjoy being out of town!). The upgrade will happen whether your computer is on or not. After the upgrade you'll need to update your phone if you want to continue to receive emails there. The Microsoft Outlook app is the recommended way to get email on mobile devices once your mailbox has been upgraded.

Help! I didn't get upgraded... I still see "eservices" in Outlook..."

  • Outlook "bakes in" a profile/account name into the .OST file which may contain .eservices
  • .eservices (as in mst3k@eservices.virginia.edu) may show up in
    • the account name in "File → Account Settings"
    • the "From:" account name when composing a message
    • the account name in Windows Outlook program's blue title bar
  • This cannot be changed without deleting and re-creating the profile which is not recommended.
  • Check your upgrade status by logging into the new OWA »

When I do a UVA people search on someone I know has been upgraded, the results still say their "registered address" is computingID@eservices.virginia.edu.

  • If you do a "UVA people search" on someone who has been upgraded, you will still see that person's "registered email address" is computingID@eservices.virginia.edu. Those addresses will be globally changed after all faculty and staff have been upgraded in November 2017. Please note that the "primary email address" in the search results is correct and reflects the computingID@virginia.edu address that happens with the upgrade.

Why should I use the Outlook mobile app instead of the mail app I've been using?

  • The Outlook app will be the only app that is supported by UVA for Office 365 accounts.
  • The Outlook mobile app is made by Microsoft and provides support for Office 365 features that other clients do not, such as integration with Box, and OneDrive.
  • As Microsoft continues to add features to Office 365, those new features are likely to show up first in the Outlook app.
  • The Outlook app 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.
  • 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.

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

Need more help?

Questions

Upgrading to Office 365


Office 365 Outlook: Email


Office 365 Outlook: Shared Accounts


Office 365 Outlook: Calendaring


Office 365 Suite (Word, Excel, etc.)


Mobile Devices & Office 365


Office 365 Mobile Apps


Lync/Skype for Business


Security Concerns/Passwords


Best Practices


Getting Help


Answers

Upgrading to Office 365

What is Office 365? Why are we upgrading to it?

Simply stated, Office 365 is email and calendar functionality in the cloud. With the upgrade, email and calendaring will no longer be managed on servers located here at UVA.

Upgrading to Office 365/Outlook enables the cloud-based versions of the familiar Microsoft Office suite with Microsoft's communications and collaboration services. This suite includes Microsoft Office 365 Outlook (Email/Calendaring), SharePoint Online, Skype for Business, OneDrive, and Microsoft Office ProPlus.

Improvements that you'll see 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.
What impact will the upgrade have on me?

The upgrade itself should have little to no impact on the average user and their desktop experience. In some cases, you may need to follow instructions to update a few settings in your email clients. For most users, however, the upgrade is designed to occur without any user intervention required.

On your smartphone or tablet, the Outlook mobile app is the officially-supported email mobile app for Office 365 accounts. If you don't have it installed already, you can download it from your device's App Store.

See Configuration instructions from Microsoft for the Outlook Mobile App (both Android & iOS)

The other change that some users will experience is an increase in the number of cloud-based services available to them. Office 365 functionality will be deployed in three separate workstreams during 2017 and early 2018.

  • Workstream 1: (Pilot migration groups slated for March and April, including ITS/ISPRO; Full migration is tentatively slated for May through November) Exchange/Outlook Online (Email/Calendaring) & Skype for Business
  • Workstream 2: OneDrive Activation
  • Workstream 3: OfficeProPlus, SharePoint Online Activation

For some users, there will be a learning curve to best understand how to use these different services to their full potential. There is no requirement to use these features; it is simply a benefit for you.

We encourage you to visit the UVA Office 365 Resource Portal to learn more about some of the apps that will be available to the UVA community as a result of this upgrade. Videos, tutorials, and on-Grounds sessions will be available to help as well.

What are the benefits of an Office 365 upgrade?
  • Mobility: Work from virtually anywhere using trusted Office applications across your favorite devices—PCs, Macs and mobile devices—and seamlessly move and work with your Office documents locally on your device or in the online environment.
  • Collaboration: Collaborate with teammates, partners and customers with documents that are always up to date and accessible from almost anywhere.
  • Communication: Microsoft Skype for Business serves as your communication and presence hub making it easy to see when someone is available, connect via instant message, audio or video calls and host online meetings.
  • Content Management: SharePoint Online makes it easy to set up and manage online communities, wikis and blogs, make customized forms and create and manage content and documents.
  • Office 365 Outlook: Access email and calendars on the go and keep everyone in sync with enterprise-grade email and shared calendars. And, move up to 50 GB quotas.
  • Free Software: The Office 365 ProPlus program allows current UVA faculty, staff and students to download the latest versions of Microsoft Office software at no cost.
When will I be upgraded to Office 365?
Upgrades will take place in waves by department. Pilot transitions will begin in late March 2017 with Information Technology Services (ITS), Information Security, Policy, and Records (ISPRO), and continue into early May with Local Support Partners (LSPs) and specific targeted groups. Staff, administrative groups, and schools who have requested to, will be upgraded starting in June with upgrade waves scheduled through the summer. Faculty and remaining schools are tentatively scheduled to upgrade in late September through early November.
How can I tell I've been upgraded to Office 365?
If you can log into the new OWA (Outlook Web App), you've been migrated. If you go to the old OWA and get forwarded to the new OWA, you've been migrated.
I hear the upgrade is coming in phases? What are they?
Office 365 functionality will be deployed in three separate workstreams during 2017 and early 2018.
  • Workstream 1: (Pilot migration groups slated for March and Apri 2017, including ITS/ISPRO; Full migration is tentatively slated for May through November) Exchange/Outlook Online (Email/Calendaring) & Skype for Business
  • Workstream 2: OneDrive Activation
  • Workstream 3: OfficeProPlus, SharePoint Online Activation
How will the upgrade work? How long will it take? Will I be able to work in my email and calendar while it's going on?
Your mailbox will be synced to Office 365 by a background process in the weeks leading up to your upgrade date. This process is completely transparent and you may continue to use your mailbox and Outlook client(s) as normal. Overnight on your upgrade date, your mailbox will undergo a final synchronization when the UVA Exchange server will hand off your mailbox to Office 365. Once this happens, depending on your mail client, you will either have to close and re-open it or update your information. Though you can be using your email and calendar during the final synchronization window, we advise that you refrain until you have confirmed that the upgrade has been completed for your account.
Is there anything I need to do in advance of my upgrade?
Formal communications will be sent out to impacted users in advance of their targeted upgrade with instructions about any steps users need to take prior to their wave.
For users of Outlook on Windows, Microsoft’s best practice recommendation is to use cached mode. This mode optimizes communications between the mail client and server, and is particularly important when a mailbox is located in the cloud.
Not sure if you are in cached mode? Look at these instructions. Macs are in cached mode by default.

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've been upgraded but my colleagues haven't. Can we still email each other, schedule meetings, etc.?
Interaction between upgraded and non-upgraded users will be largely transparent, however there are some limitations. ITS will be structuring migration waves in order to try to minimize any disruptions.
I'm a retiree. What do I get?
Retirees will be upgraded to Office 365 email/calendar only and will use Outlook Web Access (OWA). Retirees are reminded to renew their email accounts annually.
What about new employees? Will they get to start with Office 365 email and other products right away or will they get Exchange and then be upgraded?
New employees that have yet to be onboarded should request an email account through the ITS Service Portal (ServiceNow). Then, it's all a matter of timing:
  • After a MBU/department has completed the upgrade process to Office 365, when a mailbox account is requested for any new hire, that employee's new mailbox account will be directly provisioned in Office 365.
  • If the MBU/department has not yet been upgraded to Office 365,
    • The "provisioning guideline" is that any new mailbox request will get an "@eservices.com" mailbox provisioned for any request that comes in prior to when that specific MBU/Department is scheduled to be upgraded.
    • The wave "lock-down" period is 30 days prior to the wave "cut-over", and no new accounts can be added to the batch during that time. However, accounts can be removed from the batch up until the actual "cut-over".
    • On the Wednesday of "cut-over" for a specific wave, the project team will review any accounts that might have come in for new employees. If needed, the project team will schedule a "catch-up" wave for these individual accounts that are identified.
    • Example: A new employee could be on Exchange for anywhere from 1 to 30 days and then be upgraded via a special catch-up wave.
New hire graphic
I have a personal Office 365 account and now I have an Office 365 work account. What do I do?
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.
I use Outlook for Mac 2016 and since upgrading to Office 365 I've been getting autodiscover redirect prompts throughout the day. 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.
Can you please enable more themes? The one we have is very "clunky" and takes up too much screen space.
UVA uses a customized theme which has the effect of locking out additional themes other than the high contrast theme. However, the additional themes that would be available are all exactly the same size and only vary the color and graphics, so there is no option for a theme that takes up less screen space.

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Office 365 Outlook: Email

I keep seeing "eservices" in various places in Outlook, even after the upgrade. Why?
If you continue to see the word "eservices" associated with your account, it is simply a dislay account name and has no impact on your Office 365 upgrade or functionality. You can double-check to see if you are on Office 365 by logging into OWA (Outlook Web App) which will display the new OWA interface.
When I do a UVA people search on someone I know has been upgraded, the results still say their "registered address" is computingID@eservices.virginia.edu.
If you do a “UVA people search” on someone who has been upgraded, you will still see that person’s “registered email address” is computingID@eservices.virginia.edu. Those addresses will be globally changed after all faculty and staff have been upgraded in November 2017. Please note that the “primary email address” in the search results is correct and reflects the computingID@virginia.edu address that happens with the upgrade.
Now that I've been upgraded, I get a couple of login screens when I go to Outlook Web Access (OWA). Is this normal?
You may see a couple of screens prompting you to log in when you go to OWA--that's okay. One will likely be your old OWA screen and the second will be the new one with a large color photo of Jefferson's statue.
Will my email be moved to another location? Will all my messages and local contact lists be kept?
All of your mail will be hosted on Microsoft's Office 365 Outlook service. All of your email content and email contacts will transfer to Office 365.
When my account – email especially – is upgraded what will be moved to Office 365? Will anything not be moved?
In a Microsoft Exchange email environment, most settings and data are stored in the mailbox itself. During the upgrade, the whole mailbox will be copied to Office 365 which will include all the data stored in the mailbox. However, there are a few categories of things that are stored in the account or profile on the computer itself and not in the mailbox. In the vast majority of situations, this will have no impact on a user during or after the migration as the profile will still be there after the migration. In rare situations it may be necessary to delete and re-create a profile or account, and in this case the data stored in the profile would be lost unless it is backed up or noted beforehand. Please see the list below for a breakdown of what is stored in a mailbox and what is stored in the account/profile on the computer.
  • Stored in the mailbox:
    • Email
    • Calendar
    • Local Contacts
    • Notes
    • Tasks
    • Auto-Complete List (Outlook on Windows only)
    • Rules
      • Out-of-Office Message
      • All rules in Outlook for Windows
      • Only Server rules in Outlook for Mac
  • Stored in Account/Profile
    • Signature
    • Client rules in Outlook for Mac
    • Information about PST/Archive files in Outlook for Windows (not the files themselves)
I have my Exchange mail forwarded to another account. Will that routing be carried forward?
Yes, if an account is configured with a server-side forward today, that setting will be migrated to the Office 365 mailbox at the time the account is upgraded. In addition, forwarding in Office 365 can now be accomplished in a self-service manner. See the email forwarding instructions and remember UVA employees are strongly advised not to redirect or auto-forward email sent to your UVA-provided email address(es) to personal, non-UVA email service(s).
Will Office 365 OWA email look any different than the Exchange OWA email I've been using?
Yes. The user interface for OWA has been completely revamped in Office 365 and is both more intuitive and more functional. It may take a little time to become accustomed to the new look and feel. Check out the UVA Office 365 Resource Portal which will provide user training, as well as an online video portal.
Does Office 365 handle junk mail any differently than Exchange?
Office 365 flags junk mail slightly differently than Exchange, so be sure to check your email junk folder regularly.
Will my email address stay the same?
The standard “sending” address in Office 365 will be computingID@virginia.edu. This is different than the current system where the standard sending address is computingID@eservices.virginia.edu. Due to this change it may be necessary for some users to re-subscribe to mailing lists. All existing email addresses will be maintained, so anyone who has an address of computingID@eservices.virginia.edu today will continue to have that address as a secondary address in the new system.
What is all this about UPN, SMTP, SIP Address Changes? Will you tell me if I'm affected by a change?
If you have an ITS-provisioned Exchange Online mailbox, you cannot have a computingID@virginia.edu alias that points to another system when you are upgraded to Office 365. The Address Management System (AMS) has been modified to enforce this condition. We will tell you if we have to change your AMS entry before your upgrade wave is scheduled to go.
Other things to know about UPN and aliases and forwarding and rules:
  Pre-Upgrade Post-Upgrade
UPN (User Principal Name) computingid@eservices.virginia.edu computingid@virginia.edu
AMS Primary Alias points to Anywhere (Eservices, Google, etc.) Office 365
Other aliases point to Anywhere No change
Mail sent to computingid@eservices.virginia.edu goes to computingid@virginia.edu
Account Forwarding * If your forward is set on your account Your forward is moved when you upgrade to Office 365
Mail Rules * If your filtering rules are set on your account Your rules will be moved when you upgrade to Office 365

Because of this change, you may need to unsubscribe and re-subscribe to external email discussion lists, listservs, etc., and make changes for moderated Sympa lists.

* Don't know what this means? Don't know if you have forwarding or rules in place? Check with your Local Support Partner (LSP).

What will happen to my alias(es)?
If you have an Eservices mailbox to be upgraded to Office 365 and your primary alias of computingID@virginia.edu is pointing to a different email system, then your primary alias will be changed to point to Office 365 at the time of your upgrade. If you wish to continue to receive your messages at an alternate email system, you should configure your Office 365 email account to forward your mail to the desired location. Please note that no other aliases will be affected or changed.
Now that I've been upgraded, I'm getting a "delivery failure" message to some of my colleagues. What can I do?
Users should empty their auto-complete list once they've been upgraded. Purging the old email addresses that contain "@eservices.virginia.edu" from their Outlook clients will vastly improve the user experience.
image of empty auto complete
  • For Windows:
    • Open Outlook.
    • On the File tab, click Options.
    • Click the Mail tab.
    • Under Send Messages, click Empty Auto-Complete List.
    • Click Yes.
  • For Mac:
    • Open Outlook.
    • Click the New Email button.
    • In the new email window, start typing the address you want to remove in the To: field. When it appears, click the X button next to the address.

    NOTE: Outlook for Mac doesn't provide a built-in way to clear the whole Recent Addresses database but it's possible to delete the file containing the entries and then have Outlook rebuild the database the next time it launches, which provides a similar functionality. This Microsoft article describes how the feature works in more detail and also lists the locations of the Recent Addresses database for Outlook 2011 and 2016. If you close Outlook, navigate to the location of the file, delete it, and then restart Outlook, you'll be prompted to rebuild the database, and all the old entries will have been removed.

I have a UVA Student Gmail account. Will this have any impact on that?
Your UVA Student Gmail account will continue to operate as normal. However, if you have an Exchange account and have configured the Address Management System (AMS) to send mail for the address computingID@virginia.edu to your student gmail account, that setting will be updated during the migration so that computingID@virginia.edu address will be pointed to your Office 365 account. If you want mail for your primary address to go to your Gmail account, you will need to set up a forward from Office 365 to Gmail via OWA.
How do I forward my email to another email account? How do I "turn off" or stop forwarding?
  1. Log into Office 365 Outlook at https://outlook.com/virginia.edu
  2. Click Settings, in the top right corner.
  3. Click Mail, on the lower righthand side.
  4. Click Forwarding under Options > Mail > Accounts from the lefthand menu.
    • To set a forward:
      • Select Start forwarding.
      • Enter the email address mail should be forwarded to.
      • Optional Select the checkbox to keep a copy of the message in the mailbox.
      • Click Save.
    • To stop forwarding:
      • Select Stop forwarding.
      • Click Save.

You are strongly advised not to redirect or auto-forward email sent to your UVA-provided email address(es) to personal, non-UVA email service(s).
If you wish to use a personal email account for your University work activities, or redirect a University account to a personal email account, you must agree to the Requirements for Use of Personal Accounts or Redirection for University Email.

What if I delete messages and need to get them restored?
Just like today, you can use "Recover deleted items" to recover things that were deleted. In the current Exchange system you can recover an item for 14 days. In Office 365 this has been extended to 30 days.
What if I don't want to use Outlook to read email?
We support Outlook due in part to its interoperability, but Microsoft also has published instructions for many native mail clients if you're interested in just email:
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 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.
When I open an email, a blue/grey bar shows up with tabs for "Bing Maps" and "Action Items". What are these things?
If you see something like this
Add-ins gray/blue bar
it's normal. These are from Add-ins that are part of Office 365. You can see the list of add-ins by going to File → Manage Add-ins, which will take you to your account in Outlook Web App (OWA) where you'll see the list of add-ins and can manage it. The default add-ins can be disabled, but not uninstalled.
Add-ins screen
Those Add-ins work by basically looking for text that might be an address or action item and then prompting you based on that.
The Office Store contains add-ins for Outlook/Office apps, and when you add an add-in from the store, it will show up in that same list in OWA. You can from there choose to disable or remove it, and if you remove it from the list in OWA, it will also remove it from Outlook.
Watch this video "Manage Your Add-ins" on the Evolve Office 365 Resource Portal
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.
I have to monitor overnight business processes which send me emails throughout the night. During my upgrade, will there be any problems receiving these email notifications? Will they still come through? What about getting the notifications on my smart phone?
First, no mail is lost during the upgrade so any mail sent to your email address at any time during the upgrade will end up in your mailbox. Unfortunately due to the way the process works, we can't provide you with an exact timeframe for when your mailbox will be cut over in a given wave, or notification for when your particular mailbox is finalized. It depends on the amount of data in each mailbox in the batch of mailboxes being upgraded and the process doesn't provide notification at the individual mailbox level.
And then, even after your mailbox is cut over to Office 365, your devices will not see the email until they are reconfigured to point to the new location.
In most cases the mail app on your smartphone will alert you that it's no longer able to synchronize (due to the mailbox now being in a different location), which would be the best indicator that your mailbox has been upgraded. Once you see that alert, you will know that your mailbox is upgraded and you can immediately reconfigure the app or configure the Outlook app and then start receiving mail/notifications again. We recommend that you switch to the Microsoft Outlook app, which is available in the app store for your device, and you can download the app prior to your upgrade but you can't configure it until your mailbox is upgraded. Once the upgrade happens, it's a simple matter of putting in your email address (computingID@virginia.edu) and your Eservices password.
In Outlook for Windows on your computer, you'll see a message asking you to restart Outlook, and once you do it will automatically reconfigure without any additional work. For OWA access, you'll see a redirect message if you log into the current (on-premise) OWA, or you can go to the new URL which is https://portal.office.com.
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.
I use Outlook for Mac and my account was upgraded. What changes do I need to make?
When you account is upgraded, the username will be changed to ComputingID@virginia.edu. Your account in Outlook for Mac will need to be updated accordingly. To do that follow the instructions below:
  • Click the Outlook menu in the menu bar, then click Preferences, then Accounts. On the main page of the account settings, update the email address and username fields to ComputingID@virginia.edu and close the window.
  • You may be prompted for credentials — enter them in the dialog box.
  • Quit Outlook and then restart the program.
  • Enter your credentials when prompted. Your account is now updated.
I'm suddenly receiving text messages in my Office 365 email account. Why is that happening and how can I stop it?
Some Android phones include a feature called "SMS Sync" in the default mail program or Gmail mail client. In some cases this feature is enabled by default when you add or modify an account. If you find that you are receiving text messages in your Exchange account, you can check this feature, and disable it. To access the setting for this feature use the steps below:
  • Open the email app and go into the settings
  • You may see a list of folders with the account at the top. Select the gear next to the account to enter the account settings.
  • Scroll through the account settings (it may be a long list) to a setting called "SMS Sync" or "Sync Messages" (this varies by phone in some cases) and disable it.
  • Exit the account settings — the feature is now disabled.

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Office 365 Outlook: Shared Accounts

What happens to shared accounts during the upgrade?
Within a wave, these will move to Office 365 with user mailboxes as well.
Will shared account functionality change in Office 365?
No — shared accounts in Office 365 will be provisioned and will function the same as on-premise shared (current Exchange) 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. There are 2 alternative options for accessing shared mailboxes on a mobile device:
I manage a shared departmental account in addition to my personal UVA account. In the "old" Outlook desktop app I could manage those two accounts in a single client. In the "new" Outlook 365 Web App it appears that I have to open two different tabs to manage my two different accounts. Is there any way to consolidate them so both accounts are accessible without having to toggle back and forth?
In the Outlook 365 Web App there is no way to manage 2 mailboxes in a single window.

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Office 365 Outlook: Calendaring

Will I notice lots of improvements to calendar synching (can I trust editing meetings on my mobile device)?
For users that have been upgraded, ITS will support the use of the current release of the Microsoft Outlook App in both the Apple and Android stores for an enhanced mobile experience. Initial testing has revealed the Outlook App to be much richer in functionality and more reliable than previous ActiveSync clients.
Since the University community will now all be on one platform, can I see and share calendars with my friend at the Darden School?
Calendar federation with UVA Hospital, Darden, McIntire, and Law schools will continue to function as it does today. Users will be able to see free/busy.
What happens to calendar resources during the upgrade?
Within a wave, these will migrate to Office 365 along with user mailboxes. All permissions and delegation will remain as they are today.

Office 365 Suite (Word, Excel, etc.)

When my upgrade to Office 365 is complete, will I have access to Word, Excel, etc.? How do I get them?
If you currently have the Office Suite installed on your desktop, you will continue to use that installation. The cloud-based Microsoft ProPlus will not be rolled out until Workstream 3. UVA faculty, staff and students: get Microsoft Office from the UVA Software Gateway.

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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.
Can I install the application ahead of my upgrade?
You can download the app prior to migration, but you won't be able to configure it until after your upgrade. The app won't save settings unless it is able to establish a connection.
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. Please keep in mind that for Workstream 1, the only supported apps are Outlook and Skype for Business. Other apps will be supported in the future.
Will I be able to keep using my native ActiveSync email application once the upgrade begins?
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 will be 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 Box, and 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
  • 2-way contact sync (syncing changes made on the phone back to the Office 365 account)
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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Office 365 Mobile Apps

What Office 365 mobile apps will be supported?
During Workstream 1, the only mobile apps that will be supported by the University will be Outlook and Skype for Business. Other mobile apps are available in the mobile app stores, but will not be supported at this time. Many of these additional apps rely on OneDrive for Business for storage, or assume that it will be present, and behave in unpredictable ways when that is not the case. In addition, apps such as Word will not support editing until Office 365 Pro Plus licenses are assigned to users, which will also not occur in Workstream 1. OneDrive for Business and Office 365 Pro Plus will both be available in a later Workstream, likely towards the end of 2017, at which time the Office mobile apps will allow editing and will function as expected.

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Lync/Skype for Business

Will my current Lync contacts be moved when I'm upgraded?
  • Contacts will migrate.
  • Existing Skype meetings on a user's calendar that are scheduled in the future will need to be re-created due to the SIP address change.
  • External contacts will need to delete and re-add you in their contacts due to SIP address change.
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.
I was in the Lync pilot program. Do I need to do anything?
Many users of the Lync pilot program, particularly with laptops that are not always on the UVA network, had manual configuration of their Lync client that pointed to lyncedgeaccess.eservices.virginia.edu:443. After you have been migrated to Skype for Business, please ensure that your client is set to automatic configuration. This is accessible by opening the Lync client, clicking the gear icon, then navigating to Personal, then clicking the advanced button and setting the radio button to automatic.
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

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Security Concerns/Passwords

I hear the cloud is not the most secure place. Is this true?

Most people and businesses have one major concern when it comes to cloud computing: Exactly how safe is the cloud? Although most reputable cloud providers, including Microsoft, have top-of-the-line security to protect users' data, experts say there is no such thing as a completely safe cloud system.

To keep data secure, the front line of defense for any cloud system is encryption. Encryption methods utilize complex algorithms to conceal cloud-protected information. To decipher encrypted files, would-be hackers would need the encryption key. Although encrypted information is not 100% uncrackable, decryption requires a huge amount of computer processing power, forensic software, and a lot of time. That being said, your cloud-stored data is generally safer than your locally stored data. Cloud services utilize more complex security methods than the average computer owner is able to devise, giving your cloud-stored data an added level of protection.

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, avoid using the same password over multiple platforms; add letters, numbers and symbols to your password in Office 365.

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.
What about my PST files/archives. Will they migrate? Will I still be able to use them?
PST files are loaded by Outlook on your local PC. That functionality will not change. If you have PST files or archives before the upgrade, you will still be able to access them after the upgrade. With that said, PST file use is discouraged by Microsoft. PST files can be corrupted, and they are difficult to back up while Outlook is running since Outlook holds the file open. Many people have used PST files in the past due to mailbox size limits, however in Office 365, mailbox sizes are now large enough (currently 50GB) that this should no longer be a concern for the vast majority of users. Moving content from a PST into the Office 365 mailbox is a simple matter of copying/pasting or dragging/dropping, so many users may choose to copy the contents of their PST files into their mailbox and then remove the PST file.

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Getting Help

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: Monday 2017-08-07 14:38:50 EDT