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UAS/ACN staff troubleshooting

BEFORE you call for IT support, please run through the steps below – it is likely that you can at least get yourself to a point where you have access to email while you wait for IT support. You will also be helping the UAS Service Desk staff to deal with the most urgent support requests quickly.

STEP A. Run the UIS Exchange Online configuration tool:

  1. Go to the Start menu and select the UIS Exchange Online Configuration tool:

    Office 2013: Office 2016:
    Run config 2 Run config 1
  2. This will either prompt Outlook to automatically configure correctly or ask you to set up Outlook from scratch with a new mail account – follow the on-screen prompts and use your CRSid@cam.ac.uk email address and UIS Password (your password for Raven).
          IMPORTANT: DO NOT use your CRSid@admin.cam.ac.uk email address and UAS password.

 

STEP B. ...if this does not resolve your issue, try the webmail client:

  1. Try to log in to the Outlook Web App (the webmail version of Outlook) using your web browser:

    https://outlook.office.com

    Username = CRSid@cam.ac.uk
    Password = UIS Password (your password for Raven)

  2. If you can log in, you can continue to work using the Outlook Web App until your PC issue can be resolved.

  3. Raise a ticket with the UAS Service Desk: click this link to email or call (01223 3) 32999, and tell them that you failed at Step B and that your PC's email client would not set up. They will get back to you as quickly as possible, but will prioritise people who have no access to email, so please be patient.

STEP C. ...if you can't log in the the Outlook Web App either, try logging in to your old email account:

In this case, it is likely to be one of two things: either your mailbox hasn't been mingrated, or your Exchange Online licence hasn't been assigned to you.

Test whether your mailbox has been migrated:

  1. Use a web browser to access your old ACN mailbox at:

    https://mail13.admin.cam.ac.uk

    Username = CRSid@admin.cam.ac.uk
    Password = your usual ACN Password

  2. If you can still log in to your old mailbox continue to work with that for now, and raise a ticket with the UAS Service Desk: email or call (01223 3) 32999 and tell them that your mailbox has not been migrated. They will get back to you as quickly as possible, but will prioritise people who have no access to email, so please be patient.

    What happens next: Your mailbox will be added to a queue for migration to Exchange Online later today and in most cases should become available within a few hours. You will know when it has migrated because you will no longer be able to send/receive/sync email from your old account.

 

...if you can't log in to your old email account and have no access to email at all:

It is most likely that your mailbox has been migrated, but an Exchange Online licence hasn't been assigned to you yet.

  1. Raise an urgent ticket with the UAS Service Desk: ask a colleague to email or call (01223 3) 32999 and tell them that you have run through all the troubleshooting steps, but you still have no access email. They will make you a priority, however the volume of calls may be quite high on the day after migration, so please be patient.

 

Access to shared mailboxes while you're in limbo

If you have migrated to Exchange Online, but the shared mailbox has not:

You can add the old mailbox into your Outlook account as a local account.

See: How to access a shared mailbox in Exchange On-Premise after migration to Exchange Online.

When you try to connect to the shared mailbox, you will get a prompt for username and password. In this case, you should use your CRSid@admin.cam.ac.uk email address and your UAS password (i.e. your old mailbox credentials) to connect to it.

If you have not migrated, but the shared mailbox is now in Exchange Online:

You can open the shared mailbox using the Outlook Web App webmail client. You will need to do this for each shared mailbox you need access to.

Note: unfortunately, you can't add it to your desktop Outlook email client yet – you will have to wait until your personal mailbox has been migrated to Exchange Online to do that.

  1. In your browser, go to:

    https://outlook.office.com/owa/<email address of shared mailbox>

    Note: you must use the actual email address of the shared mailbox, not it's Display Name – hopefully you made a note of it during your pre-flight checks (see page 5 of the Migration Guide)!

See: How to access a shared mailbox that has been migrated to Exchange Online if you have not yet migrated