it.ucsf.edu

Email Online FAQs

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Migration

  1. How can I prepare for the migration?
  2. What should I expect during the migration?
  3. Can I access my email and calendar during the migration?
  4. How do I configure the client to connect to the new mail server?
  5. Will the migration include my .pst folders?

Troubleshooting

  1. My mobile device (smartphone, tablet) isn't sending or receiving email. How do I fix this?
  2. I repeatedly receive a pop-up window "Outlook was redirected to the server ... Do you want to allow this server to configure your settings?" How can I make this stop?
  3. I am using Apple Mail, and I am frequently disconnected from email and need to reenter my password.
  4. I cannot access email; I get "Your sign in was blocked" error. How do I resolve this?
  5. I'm on an external network (e.g. home) and I've launched VPN (Pulse), but my Outlook client isn't sending/receiving. What should I do?
  6. Why do I not have permissions to set an Out of Office message?
  7. Why can't I view Public Folders?

Service

  1. What is the Mailbox Size after we migrate?
  2. How do I access email from a web browser (also known as mail@UCSF and Outlook Web App (OWA))?​
  3. How do I update Global Distribution Lists?
  4. How do I turn off conversation view in Web mail?
  5. Which services of Microsoft Office 365 suite are enabled?

Email Clients

  1. Which clients are currently supported for UCSF Email Online?
  2. How do I get Office 2016 for Mac or Windows?

AnchorMigration

How can I prepare for the migration?

  1. Update your username (only) on mobile devices (smartphones and tablets) now by changing the username to your primary email address (e.g. firstname.lastname@ucsf.edu); the password remains the same. 

Changing your username on smartphones and tablets well before the migration will position you for a nearly seamless migration experience on your mobile devices (smartphones/tablets).

 

  1. Read messages sent from “Email-to-the-Cloud@ucsf.edu”; they will contain details around the timing of your migration.

AnchorWhat should I expect during the migration?

If you use Outlook, you should receive a pop-up instructing you to close and restart Outlook.After restarting, Outlook will 'refresh' and that process may take 90 minutes or longer (most complete within an hour).

If you haven't already, you will need to change the username file on smartphones and tablets (click here for instructions). After the migration, mobile devices will also need to 'refresh', so please don't panic if you don't see all of your email or calendar information immediately.

If you use Apple Mail (or other fat-email clients such as Thunderbird or Evolution), you will need to reconfigure your client. Click here for instructions.

Note that the option to update Out of Office messages may not be available immediately as it depends on having license keys applied to your mailbox post-migration; this should be in place within one business day of when your mailbox has been migrated.

AnchorCan I access my email and calendar during the migration?

The migration process synchronizes your mailbox to the cloud environment over a period of days preceding the migration; this process will be transparent to you and will not affect access to your mailbox. At the time that your mailbox is migrated, you will see a notification from Outlook instructing you to close and restart Outlook. After restarting, Outlook will 'refresh' and that process may take 90 minutes or longer (most complete within an hour).You will not be able to access all of your email and calendaring information until the synchronization is completed. We are sorry for the interruption in your day. We recommend that you print a copy of your schedule for the day prior to the migration.

Note for smartphone/tablet users: If you haven't already, you will need to change the username file on smartphones and tablets (click here for instructions) and those devices will also need to 'refresh', so please don't panic if you don't see all of your email or calendar information immediately. 

AnchorHow do I configure the client to connect to the new mail server?

No configuration should be needed for the Outlook desktop client. You will be notified when the migration is complete. You will need to close and restart Outlook. After restarting, Outlook will 'refresh' and that process may take 90 minutes or longer (most complete within an hour).

The Apple Mail application (as well as other fat-clients including Thunderbird and Evolution) and mobile devices using an ActiveSync connection will have to be manually reconfigured to connect to your cloud-based mailbox. Click here for instructions. After the configuration changes are completed, it may take 90 minutes or longer for your mail to synchronize; please be patient.

Smartphones and tablet users: If you haven't already, you will need to change the username file on smartphones and tablets (click here for instructions) and those devices will also need to 'refresh', so please don't panic if you don't see all of your email or calendar information immediately. Please be patient.

AnchorWill the migration include my .pst folders?

No, PST files are not migrated; they are not part of your mailbox or stored on the mailbox servers. PST files are stored locally on your computer or a mapped drive and therefore cannot be imported during the mailbox migration process.

Once migrated you can continue to use the PST files as you have been doing, or take advantage of the additional mailbox storage space and re-import them into your new mailbox.

AnchorWill shared mailboxes still function the same as they do now?

At the completion of the migration, when all mailboxes are in the "cloud", shared mailboxes will work as they do now. Unfortunately, while we are in transition from the on-premises system to the cloud-based system, extended permissions such as full mailbox, send as, and send-on-behalf-of will not work when the associated mailboxes are not in the same environment. Therefore, it is very important that when you receive notification of your mailbox migration, that you let us know of all of the shared, resource, entity, room, and equipment accounts that you manage.

AnchorTroubleshooting

AnchorMy mobile device (smartphone, tablet) isn't sending or receiving email. How do I fix this?

Validate that your username is set to your primary email address (e.g. firstname.lastname@ucsf.edu) and that your server is set to "outlook.office365.com".

I repeatedly receive a pop-up window "Outlook was redirected to the server ... Do you want to allow this server to configure your settings?" How can I make this stop?

Click the box for "Always use my response for this server" then click "Allow".

outlook for mac auto-discover image

I am using Apple Mail, and I am frequently disconnected from email and need to reenter my password.

There is a known issue Apple/Mac Mail users working remotely. Please call the Service Desk at 415.514.4100 for assistance.

If you're an advanced technical user, we have discovered a temporary workaround which involves turning off IPv6. Should you turn off IPv6, please consider this a temporary workaround while we investigate a permanent fix.

I cannot access email; I get "Your sign in was blocked" error. How do I resolve this?

You are likely getting this error because you are attempting to access email via Outlook or Apple Mail (or other fat email clients such as Thunderbird or Evolution) from an external network. You need to launch VPN (Pulse) to connect and use Outlook (or other full email clients such as Apple Mail). If launching VPN does not resolve the issue, please call the Service Desk at 415.514.4100. Alternatively, you can use a web browser to connect to email@UCSF without launching VPN.

I'm on an external network (e.g. home) and I've launched VPN (Pulse), but my Outlook client isn't sending/receiving. What should I do?

Double-check that you're VPN/Pulse session is still connected. If not, reconnect to VPN/Pulse. If you're connected and still can't send/receive, close Outlook and then reopen/restart Outlook. If this doesn't resolve the issue, please call the Service Desk at 415.514.4100. Alternatively, you can use a web browser to connect to email@UCSF without launching VPN.

Why do I not have permissions to set an Out of Office message?

There is a delay of up to one business day post migration to the cloud before you can set an Out of Office message. The delay is because license keys need to be applied to your account in the cloud, and the keys are applied after all mailboxes in the migration group have successfully moved to the cloud. If it's been more than one business day, please contact the IT Service Desk for assistance at 415.514.4100.

Why can't I view Public Folders?

Public Folders can be viewed via Outlook clients. In order to view them via OWA (Outlook Web Access), you must first add them as Favorites in Outlook.

Instructions (which may vary slightly depending on your version of Outlook):

  1. Navigate to the [Folder List] view in Outlook.
  2. Navigate to any public folder, right click, then select "Add to Favorites".
  3. Still in the [Folder List] view, go to [-] Public Folders >> Favorites >> XYZFavorite.

 

AnchorService

AnchorWhat is the Mailbox Size after we migrate?

100 GB

AnchorHow do I access email from a web browser (also known as mail@UCSF and Outlook Web App (OWA))?

To login to Outlook Web App (OWA), go to https://email.ucsf.edu

Note: Your username is now your primary email address (e.g. firstname.lastname@ucsf.edu); your password remains the same.

How do I update Global Distribution Lists?

On the new system, you manage your Distribution Lists through a new web portal at http://dledit.ucsf.edu. Instructions for navigating through this new portal are published on our Email Online Dl Management page.

How do I turn off conversation view in Web mail?

Click on your Inbox under "Folders", then click on "Filter", then "Show As"... and select "Messages" instead of "Conversations".

Which services of the Microsoft Office 365 suite are enabled?

As part of this project, the following Office 365 services are enabled:

Service Description
Exchange Online 100 GB mailboxes, calendaring, public folders, etc.
Office 365 ProPlus Downloadable Full Version of Microsoft Office Suite for PC and Mac [runs locally on user’s computer]

None of the other Microsoft Office 365 services such as OneDrive, SharePoint Online, Skype for Business, Project Online, Yammer, etc. will be enabled at this time.

UCSF IT may consider enabling other services in the future.

AnchorEmail Clients

AnchorWhich clients are currently supported for UCSF Email Online?

Windows

Mac

Exchange ActiveSync
 
  • Outlook 2016
    (Recommended)
  • Outlook 2013
  • Outlook 2010
    Service Pack 2
    with
    Version 14.0.7147
    or higher
  • Outlook for Mac 2016
    (Recommended)
  • Outlook for Mac 2011
  • Apple Mail

AnchorHow do I get Office 2016 for Mac or Windows?

Please visit this Link for more info.