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Re-connecting to Exchange Online email in Outlook following the Remote Access connectivity issues

15 June 2020: Following the resolution of the connectivity issues that recently affected the Remote Access service used by UAS staff, some people may experience problems logging in to Outlook. If you can't log in to your Exchange Online email in Outlook, please follow these instructions before contacting the Service Desk for personal support.

Creating a new mail profile (Windows 10)

For most UAS staff, this should fix any problems connecting to your Outlook email.

  1. Close Outlook if you have it open.

  2. Fill in the Your name and the Email address field.
            DO NOT fill in your password yet

    Click Apply.

  3. You will be presented with the University of Cambridge sign in page.
    Remove whatever is pre-filled in the login box and enter:
    • Your email address = CRSid@cam.ac.uk
    • Your email password = your email password

    NP-04
  4. This will now launch Outlook.

If this does not fix your Outlook connection problem, you should now try this to clear your old Outlook credentials from the Remote Access Service:

Clearing your Outlook credentials from the Remote Access Service

  1. Close Outlook if you have it running.

  2. Go to Start and type 'credential manager' and open the Credential Manager control panel:
    CC-01
  3. Click Windows credentials.

  4. Remove all credentials that mention these details:
    • your CRSid@cam.ac.uk
    • your CRSid@internal.admin.cam.ac.uk

    CC-02
  5. Open Outlook.
    The University of Cambridge sign-in box should appear. Log in as follows:
    • Your email address = CRSid@cam.ac.uk
    • Your email password = your email pasword

If this does not resolve your problem, please now contact the Service Desk () for personal support.

 

IMPORTANT: You must always explicitly log out of your Remote Access sessions when you have finished

     At the end of your remote access session, it's important that you explicitly sign out. If you don't, it can cause problems with accessing network drives when you next sign in and in some cases prevent you from signing in at all.

 For full instructions, see:

Signing out of remote access