Email and Data Storage FAQs

Last updated: 13/01/2015

This is the FAQ page for the Email and Data Storage programme|. These FAQs are based on the kinds of questions that the project team are asked and concerns that people have raised. If you don’t find an answer here, or you think our information is wrong, please let us know: imt.cloud@lse.ac.uk|

I am using Outlook 2010 on a School computer running Windows 7. What will I notice?

Very little other than a 50GB mailbox. All your settings should be retained, and Outlook will work exactly the same as before.

The first time you launch Outlook after you are migrated, you will be asked to log in, and it may ask you the first few times you use it. Make sure you have “remember password” checked in the log in window, or you will always be asked to log in.

It is also possible following issues may occur:

  1. Your “out of office” settings may need to be recreated if out of office was turned on when you were migrated. One user found that his out of office was still sending auto responses even after he had turned if off in Outlook. The way to resolve this is to go into your email via webmail where it will still be active, and turn it off. This appears to solve this problem permanently.

  2. Delegated access permissions can get lost – this has only happened to one person – and will then need to be recreated. As above, one user found that he could not remove the delegated permissions in Outlook, but had to remove them via webmail.

  3. When sending an email using “reply all” to an email you have been sent, for some users your own email address is automatically included in the reply. If you do not want this to happen, we will need to manually recreate your user profile. Please contact the IMT Service Desk who can do this for you.

  4. You may find that not all the calendars you had previously added to your Calendar view in Outlook for quick access have been retained. You will have to manually add them in again.

If you experience any of these issues, please call the IMT Service Desk| (x5000) for assistance in fixing these errors.

Can I still access my emails on my mobile phone?

Yes you can, this will work on any mobile phone that you were already using to access your LSE emails. 

You will need to delete the existing Exchange account and create it again. For guidance on how to do that, please see:

Most iPhone users will find that you just need to enter your LSE email address and the iPhone does the rest. 

While most Android users will find that you need to manually configure your account because the Android will not do that for you.

If you have problems using your mobile phone to access LSE emails, please visit the Laptop Surgery|

I am using a tablet, can I still access my emails?

Yes you can, as with a mobile phone, you will need to delete the existing Exchange account and create it again, but if you are accessing your LSE emails on a tablet device already, you will be able to continue to do so. 

If you have problems using your tablet to access LSE emails, please visit the   Laptop Surgery|.

I can’t add or remove someone from accessing a shared mailbox or shared calendar, but I could before. Why?

Unfortunately, the way we had allowed staff to manage permissions on shared mailboxes and shared calendars does not work on Office 365. The technical team is working on a way to resolve this, but in the meantime you will have to call the IMT service desk (it.servicedesk@lse.ac.uk| or X 5000) and they can do it for you

My quick access calendars have disappeared!

You may find that not all the calendars you had previously added to your Calendar view in Outlook for quick access have been retained.

 

You will have to manually add them in again. If your issue is that you cannot see the content of a calendar that you could see before, then this is an error and you need to contact the IMT Service Desk|.

I receive alarming security alerts now that I didn’t get before – can I trust them?

We will list the security alerts that Office 365 produces so you can recognise them and know what to trust.

 

More information coming soon.

I am using Outlook 2003, will I be able to use Office 365 email?

The simple answer is no, you won’t.

 

We are reviewing all usage of Outlook 2003 in the School, and will upgrade staff to Outlook 2010 where possible.

 

We are considering alternative arrangements for staff who cannot use Outlook 2010 because other systems they are using require Outlook 2003 to work.

 

If you are concerned about this and have not been contacted, please contact the project team at imt.cloud@lse.ac.uk|.

I am using Windows XP, will I be able to use Office 365 email?

If you are using Outlook 2010 then yes you can. 

 

We are reviewing all usage of Windows XP across the School to make sure that all versions contain the correct service pack in order for Office 365 to work. 

 

If you are using Windows XP and Outlook 2010 and you are having problems with email, you need to contact the IMT Service Desk| as it may be that you need a service pack upgrade.

I am using a Mac, will I be able to use Office 365 email?

Yes you will.

 

You can access your email using the email client you usually use, you may have to delete the connection to Exchange (your Exchange account) and recreate it again, depending on the client you use, but it will work.

 

You can also access your emails via Office Online through any web browser including Safari.

“Reply all” includes me in the email!

When sending an email using “reply all” to an email you have been sent, for some users your own email address is automatically included in the reply.

 

If you do not want this to happen, we will need to manually recreate your user profile.

 

Please contact the IMT Service Desk who can do this for you.

My Out of Office is no longer there or won’t turn off

Your “out of office” settings may need to be recreated if out of office was turned on when you were migrated.

 

Also, one user found that his out of office was still sending auto responses even after he had turned if off in Outlook.

 

If I delete an email in Office 365, how long does it stay in the trash / deleted items?

The same as with SharePoint, any email you delete will be kept in your trash / deleted items for 90 days.

 

When we had email held on servers here at the LSE, we didn’t have a limit, so this is a change and you will need to make sure you retrieve any accidentally deleted items within those 90 days.

 

Once it is deleted by Microsoft from their servers, it is permanently deleted and we cannot retrieve it for you

I am archiving my emails to my H space, do I need to change anything?

No, you can still archive to H Space, but it might make more sense not to now that we have 50GB of free storage on every mailbox on Office 365.

 

If you don’t use archiving but just use your mailbox, this means you can access all your emails from anywhere, you don’t need to be linked to your H space

Android Security Alert

We are aware that Android users are receiving a security alert when connecting to the new Email Exchange server on their Android mobile device.You can see screenshots of the alert on one user's Android here|

This alert notifies the user that by accessing the Exchange server to view their emails, LSE can access and control certain features on their mobile device. This includes being able to remotely wipe the device and monitor failed password attempts to unlock the phone.

Users should note that this is a standard feature of the Exchange service and has always been in place. It is also the same for every mobile phone, but from what we have seen, no other phone alerts the user to these security settings.

You should be aware that IMT has no desire or interest in accessing any of these features, and will not do so without the express request of the user (e.g. If your mobile phone is lost or stolen, we can wipe the phone's contents for you). 

We cannot remove this functionality from the Exchange service (Microsoft would have to do that). It is a standard feature of the current, and the new, Exchange service.

If you have concerns about the security risks implied by these features, please call IMT to discuss: x5000

iPhone and iPad users – Server connection error

If you use an iPad or an iPhone, there may be a delay of up to an hour in connecting to the new servers once you have been migrated.

The majority of users will not experience this, but some might. This only happens the first time you connect, and does not reappear. It can produce a server connection error message. If this happens, please wait a while and try again later.

If the problem continues, please contact it.servicedesk@lse.ac.uk|

Phishing Scams - Never give out your password

There have been several email phishing scams recently, some of which are very convincing. Phishing scams attempt to dupe people into entering their user account details into a fake site. The account is then used to send out spam or in order to gain illicit access to data. ALWAYS stop and think twice before following a link from an email telling you to click on it to upgrade or re-enable your account. It is likely to be a phishing attempt.

If you have any doubts, contact the service desk: it.servicedesk@lse.ac.uk| | x5000 or see our Phishing Advice| pages for more information.

Shared folders, calendars and mailboxes – Access issues 

If you experience any issues working with people or mailboxes that haven’t been migrated yet, please contact the it.servicedesk@lse.ac.uk|

We have not experienced issues with this during weeks of testing and early migration, but it is a known issue with other organisations.

If you find you cannot work because colleagues or shared mailboxes have not been migrated, we can resolve this for you by migrating them over if you let us know.

Accessing shared mailboxes via web mail 

If you haven’t been migrated to the new email servers yet, you may notice an issue with trying to access a shared mailbox that has been migrated to the new servers.

This is resolved when you have been migrated, but until then you can use the following fix:

Note that you will need to put your own email address at the end of the URL. You only need to do this until you have been migrated, and only if you are having temporary issues accessing a shared mailbox.

If you still have issues, please contact the IMT service desk on: it.servicedesk@lse.ac.uk| |  x5000.

Apple users – Outlook 2011 

If you use an Apple computer, you will be able to use Outlook 2011 to create an Exchange account and use your LSE email and calendar.

If you need help setting this up, please visit the Laptop Surgery walk-in centre in St Clements.

For more information please see the Outlook 2011 Set up Guide|.

Distribution Lists  

There is currently a bug with distribution lists where owners of these, when migrated, can no longer manage membership of these lists (adding or removing members etc).

We are already working on a fix for this as a priority, however in the meantime if you are having problems with distribution lists, please contact the service desk on it.servicedesk@lse.ac.uk| or x5000, who will be able to make changes for you.

Please note: We will update this FAQ when the issue is fixed.

Accessing public folders on web mail 

You will not be able to access public folders on the LSE web mail (OWA) once you have been migrated.

This is because we will not move the public folder content with the rest of the email servers as we will be discontinuing public folders later this year.

You will still be able to access public folders via any email client you could before, and remote desktop.

Will I still be able to use public folders?

We will be decommissioning public folders entirely. This means that you will not be able to access content held on public folders. Once we migrate over to Office 365, public folders will not work.

However, we are working closely with teams who have been identified as current users to make sure content is migrated to a more suitable tool before we switch public folders off. You can read more about that here|.

Will I still be able to publish information for students in public folders if you haven’t switched them off yet?

Once we migrate student email onto Office 365, students will not be able to access any public folder even if staff still can.

We are working closely with teams who have been identified as current users, and are focussing on any student usage we come across.

However with over 30,000 public folders existing, we cannot go through them all (and unfortunately, we cannot see who has accessed them only when they were created).

So if you know of any public folders that are being used to deliver any kind of content to students and you haven’t heard from us – please contact the project team|!

 

 

 

 

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