Known Issues with UW Exchange Online

UW-IT is in the process of migrating UW Exchange from a Microsoft Exchange Server 2010 installation hosted on UW servers to a cloud-based version of UW Exchange, available as a Microsoft Office 365 service called UW Exchange Online

UW Exchange offers significant benefits, and while most users will experience a smooth transition to the new service, some features work differently and some workarounds are required. Because of the large number of UW Exchange users and the technical challenges of the project, it will take several months to move all current users to the new service. During the transition, UW-IT must maintain the old local system along with the new cloud-based service. Many of these known issues result from the need to maintain both systems simultaneously, and they will be resolved after the transition is complete.

Can't log in through Outlook

Problem

When you open Outlook after migration, your login fails.

Solution

Make sure that your UW Exchange Online user name appears in the login dialog box. After migration, it is likely that the user name field will be prepopulated with your UW Exchange Local user name in the format netid\your-uw-net-id. You need to enter your UW Exchange Online user name in the format:

your-uw-net-id@uw.edu  (substitute your actual UW NetID for your-uw-net-id)

If you cannot log in with the correct user name, restart your computer and try again.

Note for Outlook 2010 users: Make sure that you are running Outlook 2010 with Service Pack 2 (version 14.0.7015.1000 or later).

Outlook repeatedly displays instruction to quit and restart

Problem

If Outlook is open when your mailbox is moved to UW Exchange Online, Outlook displays the following message.

EOL-migration-notification-screen

Users who have migrated to UW Exchange Online get this message multiple times if they have shared calendars with users who have not migrated. Likewise, users who have not migrated see this message if they have shared calendars with users who have migrated.

Workaround

Stop viewing the shared calendar until both users have been migrated.

  1. StepsActions
  2. Right-click the shared calendar, and then click Delete Calendar.
  3. After both users have been migrated, resume viewing the calendar:
    1. In the Home tab, in the Manage Calendars area, click Open Calendar, and then click Open Shared Calendar.
    2. Enter the name of the of the user whose calendar you want to view, or click Name and search for it.
    3. Click OK.

Outlook repeatedly displays redirect message

Problem

Users who have migrated to UW Exchange Online might get the following message multiple times if they have shared calendars with users who have not migrated. Likewise, users who have not migrated might see this message if they have shared calendars with users who have migrated.

auto-discover-custom

Workaround

You can work around this by checking Always use my response for this server and then clicking Allow, but you will have to do this for each shared calendar and every time you log in through Outlook. To avoid this problem entirely, stop viewing the shared calendar until both users have been migrated, as described in the previous issue.

Delegates can see only Free/Busy information, not full details

Problem

Delegate relationships are not fully supported when one user is on local and the other is online. In reviewer relationships, visibility of calendar details beyond Free/Busy is intermittent. To grant full rights on your calendar to another user, both users must be on the same platform.

As of April 8, 2014, all resources remain on UW Exchange Local, so the same issues apply to shared resource calendars.

Workaround

For reviewer relationships between users (not resources), share your calendar again. See the Microsoft article Share calendars using a Microsoft Exchange Server account.

When all users and resources have been migrated to UW Exchange Online, this problem will not occur.

Shared calendars show only some events

Problem

Shared calendars show some events, but not all.

Note: This is a problem with UW Exchange Local as well as UW Exchange Online.

Workaround (Outlook 2010 and 2013 only)

Turn off Cached Exchange Mode, and then turn it back on. This will refresh the cache and update the events.

Cached Exchange mode is a mode of operation in which Outlook works from a local copy of your mailbox and address book. When your computer is connected to the Internet, the Exchange server updates these local copies periodically. When your computer is not connected to the internet, you can read the cached mail and write new messages, which are stored in your outbox. When you connect to the Internet again, new mail comes into your inbox and the messages in your outbox are sent.

Normally, cached Exchange mode is the preferred configuration, because it allows you to work offline with a recent copy of your mailbox. However, if this problem persists, consider running with Cached Exchange Mode turned off.

To turn off cached Exchange mode

  1. StepsActions
  2. On the File tab, click Account Settings.
  3. From the menu, click Account Settings again.
  4. On the E-mail tab, click Change, and then make sure that the Use Cached Exchange Mode box is not checked. If you need to uncheck the box, you will need to close Outlook and reopen it to make the change take effect.

Public folder access is lost after migration

UW Exchange Online does not support public folders. Before migration, move essential content out of public folders and use another method to share it.

Lync cannot connect to Exchange

  1. StepsActions
  2. Close Outlook.
  3. Close Lync:
    • Click the arrow to the right of the gear icon gear-arrow, point to File, and then click Exit.
  4. Open Outlook.

In OWA, users cannot see rooms with Add Rooms

Problem

In OWA, if you are trying to set up a meeting and you click Add Rooms, you get a message stating that there aren't any rooms available.

Workaround

If you know part of a room name, you can search for it in the Attendees field in the Scheduling Assistant. For example, many rooms start with UWTECH, so if you enter UWTECH in the Attendees field and then click Search Contacts & Directory, you get a list of rooms with names that start with UWTECH.

To find rooms in OWA

  1. StepsActions
  2. Click Calendar, and then click new event.
  3. Click SCHEDULING ASSISTANT.
  4. At the top-right corner of the screen, click day to display a single calendar day.
  5. In the Attendees field, enter part of a room name (for example, UWTECH), and then click Search Contacts & Directory.
    OWA displays a list of rooms with UWTECH in the name.
  6. Click a room.
    OWA displays Free/Busy information for the selected room.

Cannot log out of OWA

Problem

Sometimes the logout fails and your mailbox continues to be displayed.

Workaround

Click the OneDrive link to switch to UW OneDrive for Business and log out from there.

Some users observe that the Outlook, Calendar, and People and links in the OneDrive top navigation bar are missing. This condition could persist for up to 48 hours. Ultimately, the full navigation bar becomes visible, as shown here.

365-nav-bar

Cannot connect to Exchange server from smartphone

Smartphone users must re-create their profiles. See Re-creating Your Exchange Profile.

Android phone cannot automatically find the Exchange server

Problem

After migration, when you re-create your profile, autodiscover does not work and the Android phone cannot find the Exchange server.

Workaround

Enter the server name manually:

outlook.office365.com

For details on this procedure, see Re-creating Your Exchange Profile.

Exchange contacts not visible in smartphone

Problem

After migration, contacts are no longer visible and the Contacts folder is empty.

Solution

On migration, Exchange creates a second Contacts folder that is empty but is synced to the server. The original Contacts folder is still there and does contain the contacts, but is not synced.

  1. StepsActions
  2. In Outlook, click the People tab.

    There are two  folders named Contacts: one with contacts and one empty. The phone is trying to sync with the empty folder.

  3. Move everything from the populated folder to the empty one.
  4. Delete the original Contact folder

Last modified: April 28, 2014