ITS

Information Technology Services
Information Technology Services

Office-365

Office 365 Email and Calendar FAQs

ITS has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Support Form or call us at 613-533-6666.


Q. How do I get the headers from an email in Office 365 Outlook Online? NEW
Email headers are helpful to share with ITS when you are troubleshooting an email issue.  See the Tutorial Show Email Headers for step-by-step instructions for Outlook Web App, Outlook 2013/2016, Outlook 2011/2013, etc.

 

Q. I tried to send an attachment but I received an email back saying my email was blocked because of the attachment.  How should I send an attachment?

File attachements sent through email have become a popular way of sending spyware and malware.  As a result Queen's blocks emails that contain these attachments:  .ace, .ani, .app, .docm, .exe, .jar, .reg, .scr, .vbe, .vbs, .zip

Instead of sending an attachment Queen's recommends uploading the file to OneDrive for Business and sending an email containing a link to the file.  For instructions see the OneDrive for Business tutorial Share a Folder, File or Link.

Q. After entering my credentials into Office 365, the login page refreshes and I am unable to login?

Your browser may have an invalid cookie saved for the service. Please clear your saved cookies and try again. To view tutorials on how to delete your cookies in IE 10, please do a web search for the phrase "How to clear my browser cookies in IE 10."

Q. Why does my Office 365 session keep timing out?

If you are inactive for 60 minutes your session will time out.  If you were editing a message, a draft will be saved to your Drafts folder.

If you are moving between your Office 365 session and other applications on your computer you may find it easier to use the Outlook email client for your email and calendar. Microsoft Office 365 ProPlus is provided free of charge to students.

Q. I am not receiving email. I received a failed delivery report after sending an email.

This problem is related to a bug in the Safari web browser add-on called "AD Block". Ad Block appends additional code to Office 365 emails, causing many spam filters to flag messages as spam. This is not an Office 365 bug.

Ad Block is aware of the issue and working on implementing a fix. Until then, disable the AD Block browser add-on.

Q. The Global Address Book (GAL) does not work on my Mac using Outlook 2011.  Why?

This is a known issue.  Instead of searching in the GAL for a person, enter their email address in the To: field and use the Check Names function to verify that the email address you have entered is correct. If you do not know the person's email address your can search for them on the Queen's People Search.

Q. When I use the Global Address Book (GAL) it always defaults to Rooms and I have to change it to search for people. Is there a way I can change it permanently?

Yes.  From an Outlook client (2010 or 2013) on the Home tab, in the Find group locate the Address Book.   Double Click to open.  The Address Book will open.  From the Tools menu select options.  The Addressing screen will open.  From the When opening the address book, show this address list first: drop down list select Global Address List.  Click the OK button.  Exit the Address Book.

Q. When accepting a meeting, why is the meeting created with an incorrect time?

The time zone is probably set incorrectly.  You can check or update the time zone setting by:

  • Log in to https://office365.queensu.ca
  • Select Settings (the gear icon) in the top right and select options
  • Click on General and expand it
  • Select Region and Time Zone
  • Select UTC-05:00 Eastern Time (US & Canada)
  • Click on Save at the top

If this is the first time you have logged into Office 365 you will be prompted to set your time zone.  For detailed instructions see the Setting your Time Zone tutorial.

Q. How do I enable an account photo to be displayed in Office 365? 

You can add or update the photo associated to your Office 365 account by:

  • log into Office 365 by going to https://office365.queensu.ca
  • Click on your current account icon in the top right corner
  • Click the Change link below the existing photo or icon
  • Browse your computer for the photo you want to use
  • Click the Save button
  • Your photo will be automatically sized 
  • Note:  The photo may not appear immediately.  This same photo will propagate across the other Office 365 apps (Lync, OneDrive for Business, Microsoft Office) 
Q. When trying to create a group, I receive a "sorry" message, why?
  • The Groups in Office 365 collaboration feature is not yet available in Queen's Office 365.

  • The following message will be displayed when attempting to create a group: "Sorry, the ability to create groups has been turned off by the person who manages your email".
Q.  In Outlook for Mac 2011, I have shared my calendar with someone, but they tell me they get a permissions error when they try to view it. Why?

This is a known bug in Outlook for Mac 2011. Outlook for Mac 2011 does not understand the first two choices (Free/Busy and  Time, subject, location). 



Workaround 1 - The person that is sharing the calendar will have to grant Full Details access (Reviewer, Author or Editor). 

Workaround 2 - The person viewing the calendar should use the Outlook Web App (OWA) in Office 365

Workaround 3 - Use Outlook for Windows