Information Technology Services
Information Technology Services

 Upgrade FAQs

Email and Calendar Upgrade FAQs

The following information addresses potential impacts of the upgrade. If you have a question that is not found on the list, please contact the IT Support Centre by calling 613-533-6666 during regular business hours, or by filling out the online help form.

Please note: At no time will you be asked for your NetID password as part of this upgrade.

ITS will never ask you for your NetID password.

Q. What is Office 365?

Office 365 is a web-based suite of services from Microsoft that offers secure, anytime, anywhere access to many of the collaboration and productivity tools you're already using at Queen's - including integrated email, calendar, tasks and contacts. The difference is that these services are all hosted in the ""cloud," which means additional improvements, such as:

  • More storage space (increased from 5 GB to 50!)
  • Better mobile integration for multiple devices
  • 99.9% service uptime and increased security from Microsoft
Q. What's the difference between Office 365 and Microsoft Exchange email service?

The Microsoft Exchange email service has been used by Queen's faculty and staff since Spring 2012. It is hosted "on premise" by servers on Queen's campus.

The Office 365 email service is part of a larger suite of cloud-based services that is already being used by Queen's graduate and undergraduate students. It is hosted off-site and is accessible via the internet using multiple devices, like computers, tablets and smartphones.

For more details about the service, including features and benefits, please visit the Microsoft Office 365 Service page. To learn more about cloud-based collaboration tools for faculty and staff, please visit the CIO website.

Q. After the upgrade, will I have to change my phone settings?

If you are currently using a mobile device to access your Queen's email and calendar, you will need to reconfigure your email account on your mobile device after your account is upgraded. The recommended method is to delete your existing account and then re-add it using the instructions in the configuration tutorial for your device. 

Note to BlackBerry users: For older BlackBerry phones (pre-BB10), you will need to contact the IT Support Centre after your account has been upgraded in order to receive a new BES activation code. See the Configuring a BlackBerry for Office 365 tutorial for more information.

Q. Will there be any changes to my Outlook client?

You will be able to use Microsoft Outlook (Outlook 2013/2010 for Windows, Outlook 2011 for Macintosh) throughout the migration process, up until the brief service disruption (2-3 minutes) while your account is switched over. If you have Outlook open at that time, you will receive an alert asking you to close Outlook and then log in again. Outlook should continue to work as usual afterwards.

Note: It is recommended that you wait 10 seconds after closing Outlook before you log in again. If you try to re-open Outlook sooner than this, you may be prompted to log in more than once.

Q. Will there be any changes to the Outlook Web App (OWA)?

If you currently manage your email through the web, after the upgrade you will log into   

You will also notice that the interface is different, since Office 365 uses a newer version of the Outlook Web App. Office 365 Web App tutorials are available to help you find your way around.

Note: You will have uninterrupted access to your email throughout the upgrade process by logging into

Q. Will there be any other email client impacts?

If you use Apple Mail for Macintosh, you will need to reconfigure it after your account has been upgraded. Please see the Apple Mail tutorial for assistance.

If you use an IMAP-configured client, you will need to reconfigure it after your account has been upgraded. Please follow the IMAP tutorial for your client.

Q. Will my Queen's email address and alias change?

No. This transition will not change your current email address. All and addresses will remain intact.

Q. I currently have a redirect rule on my email account. Will the redirect continue after upgrade?

Yes - all existing rules will continue to work. Office 365 also includes a simple way to set up email forwarding without having to use rules. To find out how, see this email forwarding tutorial for Office 365.