The University of Texas at Austin

Office 365

Office 365 Technical Support

Outlook 2010/2013 (Windows)

Repeating Authenticating Prompts

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.

Bounce Backs from Common Contacts

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.

Unable to See Free/Busy Information

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.

Shared Calendars No Longer Update

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.

"Administrator has made changes that require restart"

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.

Unable to Encrypt Messages Using SMIME

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.

Performance Issues

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

Mobile

Not Receiving Email on Mobile Device

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

Unable to Connect to Mailbox

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

"Cannot send message using the server austin.utexas.edu (Exhange)" Error Message in Apple Mail

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.

Missing Signature

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.

Privacy and Security

Privacy Policy

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

Last updated March 19, 2015 @ 12:07 pm

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