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Email issues

What’s the URL for Outlook Web Access?

You can get access to your email through portal.office.com This will take you to your Microsoft 365 account and you’ll need to sign in. Your email, calendar and contacts will appear as tiles on the main screen.

Why aren't some people getting my emails now I've migrated (Outlook users)?

You need to clear Outlook's local cache of addresses it had remembered. See: How to clear Outlook's Auto-Complete List cache, or specific instructions at:

Outlook 2007 and 2010:
https://www.groovypost.com/howto/clear-outlook-email-address-auto-complete-cache-file-delete-remove/

Outlook 2013:
http://support.sherweb.com/Faqs/Show/how-to-clear-the-outlook-2013-autocomplete-cache

Outlook 2016:
https://grok.lsu.edu/article.aspx?articleid=18029

Outlook for Mac 2016:
https://support.office.com/en-gb/article/Clear-the-cache-in-Outlook-2016-for-Mac-6f230dfa-7f12-4606-bb1a-55ee19087033?ui=en-US&rs=en-GB&ad=GB

Depending on your email client, you may also need to re-save email addresses in your contacts/address book if the above doesn’t solve your issue.

If you’d prefer not to totally clear your cache, you can simply select the delete option next to the person’s address. You only need to do this once for each email address and as soon as you’ve re-entered it, it will remember it again and the auto-complete function will work properly in future.

Why can't I find my contacts using Outlook's auto-complete feature?

Outlook's default search function searches on text strings from left to right, meaning that if someone has listed themself in Lookup using their title, e.g. Dr., they will appear listed under 'D'. You will find it easier to find for your contacts using the advanced search feature – see Searching for colleagues' addresses (Windows) and Searching for colleagues' addresses (Mac).

I’ve been getting a lot more spam since I migrated, can you do something about this?

While all of our email systems have in-built spam filters, we do see peaks and troughs in the amount of spam that makes it through. While the migration will not remove any of these spam filters (indeed, Exchange Online contains an additional one – Exchange Online Protection (EOP), see next question) you may find that you need to re-teach your email client to recognise spam after you’ve migrated. The fine-grained spam filtering (the spam 'score' limit) on Hermes is also no longer available.

Why am I getting emails about quarantined messages?

Exchange Online Protection (EOP) is a spam and malware filter available as part of the Exchange Online service. It is currently set to assess whether email is spam via both EOP's own Spam Confidence Level ruleset and the SpamAssassin scores assigned by PPSW. Any item of mail that is ranked at a value of five or higher from either of these checks is sent to a central quarantine area, where it is retained for up to 15 days. This setting is equivalent to the settings used by Hermes. If any messages addressed to you are held in quarantine, you will get a digest of the items quarantined, sent from quarantine@messaging.microsoft.com.

See instructions for dealing with quarantined messages in Exchange Online >

Outlook is constantly asking for my password – how do I stop it?

The first thing you should do is to check if you’ve ticked the Remember this password box when this message pops up. If you haven't, put in your password and then restart Outlook.

If this didn’t work, the next step is to check your Outbox in Outlook to see if there are any replies to meeting invitations. If there are, delete them and then close and restart Outlook.

If this doesn’t fix the problem you should contact your desktop administrator via the Service Desk (service-desk@uis.cam.ac.uk, or call 62999).

Some of my messages with big attachments haven’t migrated – how do I get them into my email

There's an import size limit of 24Mb for attachments. If you need to save these messages, the best way to do so is to save the attachments locally and, once your migration is complete, import them back into your email.

How do I make sure my archived emails, and emails saved locally, get migrated?

When you created your archive folder, you may not have noticed you were actually creating a folder on your local hard drive, not on the Hermes server. The migration process only migrates data from the server, so it's important that you move any local archives back onto the server before you migrate. If you need to, you can request a temporary increase in your Hermes mailbox quota to accommodate your archives:

Apply for an increase in your Hermes quota >

If you have a separate shared mailbox as an archive, we’ll migrate it separately and you can then decide whether you keep them separate or to combine them after they’ve been migrated.

Why haven't my Drafts and Pending (Outbox) messages been migrated?

We don't recommend queueing up messages in your Outbox for sending later – send messages immediately! Your drafts and outbox messages are stored locally in your email client's Drafts or Outbox folder, not on the server. Only the data on the Hermes server gets migrated, so you need to empty these folders before you migrate.

Why have I lost some of my delegated permissions?

If your email was on an older version (2007) of Exchange OnPremise, you may find that some of the permissions you previously had, or had granted, might need to be re-added. If this happens, please check that these permissions are still on your email and, if they are not, re-add them. This should resolve the issue.

When I send an email to someone outside the University, Outlook sends a winmail.dat file. How do I stop this?

Outlook lets you send email in three formats: plain text, rich text format, and HTML. However, sending an email in rich text format to non-Outlook users can mean they will get an extra winmail.dat attachment and, possibly, the email being unreadable.

The best way to avoid this is to ensure that any email you send is set to either plain text or HTML (don’t use Rich Text Format). Outlook will reply or forward email in the format you receive it and remembers the last format you used to email a specific person, so it’s best to check each time. You can get more information about formatting from the .

Why haven't my multi-address aliases been imported?

Exchange Online doesn't support the importing of alises that deliver to multiple addresses.

Why have my 'flags' disappeared in my Exchange Online email?

Some email clients gave you the ability to flag messages, however these flags were only stored within your email client, not on the Hermes server. As a result, the flags do not get imported when you migrate to Exchange Online.

Where have my mail filtering rules gone?

Many email clents let you create rules for filtering your email. These rules were created on the client side – i.e. in your email application – not on the Hermes server. The migration process only transfers data from teh server, so your rules won't get migrated into your Exchange Online account.

Exchange Online supports a rich set of server-side rules, however. You can probably recreate the filtering you had using these. In the Outlook Web Access client, you'll find them under:

Settings [cog icon] > Mail > Automatic Processing > Inbox and Sweep Rules > Add inbox rules

Can I block/allow email from certain addresses?

Yes. You can set up a blacklist (and a whitelist) using Exchange Online's server-side rules:

Settings [cog icon] > Mail > Accounts > Block or Allow

How do I deal with quarantined messages in Exchange Online?

See instructions here >

Why do I get an error message in Outlook after upgrading to macOS High Sierra (10.13)?

See instructions here >