The University of Texas at Austin

Office 365

AEMS to Office 365 Migration FAQs

Problems with large inbox items (over 25MB)

Q: I have heard there are issues migrating to Office 365 if I have items larger than 25MB on my account. Is this true? What should I do?

A: Mailboxes that contain at least one item over 25MB will delay your migration significantly. If you have these items, we highly suggest you follow the Pre-Migration Checklist for your email client from the Before Migration Help pages. The process of finding these items in your mailbox is outlined for users step-by-step.

During the migration process, mailboxes with large items will be handled differently. If large items exists, we will create an archive of your entire mailbox on-site, then proceed with the migration to Office 365 without the large items. The archive of your mailbox will be made available to you after the campus-wide migration is complete.

Any requests to access these files any eariler may not be completed in a timely manner. We suggest storing these large messages and attachments elsewhere before your migration date.

Outlook 2007/2010/2013 (Windows)

Q: After my mailbox moved to Office 365, Outlook now prompts me every time I open it. Is there a fix for this?

A: Once your mailbox is moved to Office 365, you will be required to authenticate at least one time. These credentials can be saved by using the Remember my credentials checkbox. Once saved, they are securely stored on your local system and you should not be prompted again. This should not be done on a public or shared PC.

Q: Whenever I open Outlook, I get an authentication box. No matter how many times I enter my information, it just pops right back up. How can I fix this?

A: This error could be indicative of a few different issues. To troubleshoot this issue, start with the following:

  • First, check to make sure your email address and password are entered in this box. This process will not work when using EID or AUSTIN\EID.

  • Second, make sure you are able to log into Outlook Web App. OWA is located at https://outlook.office365.com/owa/utexas.edu. If you can view your email here, that means that the move has completed and the issue is Outlook specific. If OWA does not start work properly, please wait and try again in 30 minutes. It is possible the mailbox is still in transit.

  • If neither step works, you may need to re-create the Outlook profile. Please see the Optional: Recreating your Outlook Profile page for details.

Q: Why am I now getting bounce back messages when sending to people I always used to send to without a problem?

A: This is usually caused by the caching feature in Outlook. There are some addresses that can get stuck in the Outlook recent addresses that are invalid now that the mailbox has moved to Office 365. There are two options to resolve this:

  1. Delete the problematic entry and re-try using the address listed in the address book
  2. Remove all Outlook recent/cached addresses

For details on this process, review the Outlook Address Caching Issues document.

Q: Why am I no longer able to see free/busy information when booking meetings?

A: This is usually caused by the caching feature in Outlook. There are some addresses that can get stuck in the Outlook recent addresses that are invalid now that the mailbox has moved to Office 365. There are two options to resolve this:

  1. Delete the problematic entry and re-try using the address listed in the address book
  2. Remove all Outlook recent/cached addresses

For details on this process, review the Outlook Address Caching Issues document.

Q: Why did some of my shared calendars stop updating?

A: This behavior is caused by one of the following two scenarios:

  1. Your mailbox has been moved to Office 365 and the calendar in question is in a mailbox still located in the on-premise Exchange organization.
  2. The mailbox containing the calendar in question has been moved and your account is still on-premise.

It is also possible that if calendars are shared inter-departmentally, then there may be a longer period of time where they are inaccessible. Please refer to the schedule to determine when the calendar will be moved to Office 365.

Q: I keep getting pop-ups notifying me that the administrator has made changes that require me to restart Outlook and my Outlook keeps showing disconnected.

A: The most common reason for this is that multiple mailboxes are tied to your account either through the Outlook profile or Full Access permissions. Outlook needs to re-discover settings for each one of these accounts individually. This means you will see disconnect notices and restart messages for each account moved. This behavior is necessary and cannot be changed.

Q: Why am I no longer able to encrypt my email messages using S/MIME?

A: The certificates used to encrypt email message have traditionally been centrally stored within the local directory. The Office 365 directory does not support these certificates, so they must be stored locally.

Q: I am experiencing slowness, freezing, or “invalid operation” messages after my mailbox has been moved. What should I do?

A: Recreate your Outlook profile using the following instructions on Recreating your Outlook Profile page.

Mobile

Q: Why can’t I receive email on my phone after it is moved?

A: Once your mobile device has been migrated to Office 365, you will receive a message stating that the client can no longer receive mail. Once this happens, you will need to reconfigure your email account on your mobile device using the following instructions:
- iPhone
- Android

Q: I have followed all pre- and post- migration instructions and received the appropriate indications that my mailbox has been moved. But no matter what I do, I cannot connect to my email. What is happening?

A: If your mailbox has just finished moving, be patient. Make sure your mail client software is up to date on the latest patches, and the firmware on your mobile phone is current. If you are still experiencing an issue 15 minutes after your received indication that your mailbox was migrated, contact ITS Help and Service Desk.

Apple Mail

Q: Why am I getting a Cannot send message using the server austin.utexas.edu (Exhange) error message in Apple Mail?

A: This error message is displayed after your mailbox has completed moving to Office 365. To resolve this error, follow the process for connecting Apple Mail to Office 365.

Q: Why is my signature missing after migrating to Office 365?

A: When creating a new account in Apple Mail, your signature will need to be reapplied. It can be copied and pasted from a previously sent item.

Outlook 2011(Mac)

Q: Whenever I open Outlook, I get an authentication box. No matter how many times I enter my information, it just pops right back up. How can I fix this?

A: It is possible that credentials will need to be re-entered into Outlook 2011 in order to connect after the mmailbox move completes. Make sure to enter credentials in the form of Email Address and Password. Do not use EID or austin\EID.

If you are still unable to connect, contact the ITS Help and Service Desk or your departmental TSC for further assistance.

Q: Why did some of my shared calendars stop updating?

A: This behavior is caused by one of the following two scenarios:

  1. Your mailbox has been moved to Office 365 and the calendar in question is in a mailbox still located in the on-premise Exchange organization.
  2. The mailbox containing the calendar in question has been moved and your account is still on-premise.

Since the mailboxes are moved in batches, it is likely that the calendar is in a mailbox that is still moving or have finished moving before your mailbox. The solution is to give the mailbox moves time to catch up and try again.

It is also possible that if calendars are shared inter-departmentally, then there may be a longer period of time where they are inaccessible. Please refer to the schedule to determine when the calendar will be moved to Office 365.

Q: Why am I no longer able to encrypt my email messages using S/MIME?

A: The certificates used to encrypt email message have traditionally been centrally stored within the local directory. The Office 365 directory does not support these certificates, so they must be stored locally.

Q: Why do I keep getting autodiscover prompts asking me to accept settings?

A: It is common for these messages to pop several times after the migration. If multiple mailboxes are tied to a single profile, it is likely that the messages may pop up several times for each mailbox. To avoid having to click through them, check the box that says always allow.

Privacy and Security

Q: How secure is Office 365? What is the privacy policy?

A: Please see the Office 365 Trust Center for detailed information about privacy and security practices.

Last updated July 8, 2014 @ 11:08 am

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