Information Technology Services
Information Technology Services

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.

Why am I receiving emails from a contact with incorrect contact information (i.e. another person's picture)? NEW

When not logging directly into Office 365, your client determines the contact information that will be displayed when viewing an email.   IT Services recommends the latest desktop version of Office 365 as your mail client to ensure full functionality of email and calendaring services, including the automatic syncing of your Offline  Address Book.   If you are not using Office 365 - Outlook as your client, you will need to search for the topic of updating your <client name> Offline Address Book as each client will have different solutions to the problem.

If your Outlook is displaying incorrect information about the contact of the email you received, you will need to manually synchronize your address book with the online Global Address Book

In Outlook

  • Click File > Account Settings > Download Address Book..
  • In the Offline Address Book window, uncheck the ‘Download changes since last Send/Receive’ and click ‘OK’..
  • The update will take about 5 minutes.
Q. How do I prevent Outlook from automatically adding events from my email to my calendar? NEW

Outlook automatically retrieves important events from your email for supported senders and adds the items to your calendar so you don't have to. If you want to turn off this feature, see Change your events from email settings.

Q. How do I get the headers from an email in Office 365 Outlook Online?
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 OneDrive files and folders.

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 365 Apps for enterprise is provided free of charge to students, staff, and faculty.

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. 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
  • 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
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
  • 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 (e.g. Teams, Yammer, OneDrive for Business, Microsoft Office) 
Q.  I have shared a mail folder with someone, but they tell me they get a permissions error when they try to view it. Why?

You will need to set reviewer permissions on your entire Mailbox to allow them to view the folder.  ( Right click on your account name in the mail folder list and select Permissions.  Then select Reviewer and assign these permissions to the person you are sharing with.)  

Q.  Outlook or Skype for Business is prompting me constantly to enter my credentials on a secondary account. Why?

The constant prompt for credentials is due to Skype for Business and not Outlook.  Closing the prompt is a quick work around that will not affect either application, but the prompt may continue to appear whenever you access Skype for Business or receive a message in Skype.

 To resolve this problem, sign out of your Office 2016 profile, and clear cached credentials that may be on the computer.  If you are not comfortable completing these steps, please contact the IT Support Centre for assistance.

Step 1 - Disconnect all Queen's user accounts form your Office 2016 profile

  • In the upper-right corner of the Office 2016 app (word 2016 for example), click your name, and then click Switch Account.
  • On the Accounts screen, click Sign out of all accounts that are signed in.

Step 2 - Remove any remaining connected services from your Office 2016 profile

  • Go to File, and then click Account.
  • Under Connected Services, remove all the services for the existing account.

Step 3 - Clear cached credentials on the computer – Note: You will be prompted to re-enter these when you first run Outlook.

  1. Edit the registry to remove cached credentials. To do this, follow these steps:
    • Click Start, click Run, type regedit, and then click OK.
    • In Registry Editor, locate the following registry subkey: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities
    • Delete the Office accounts listed.  Highlight them and then click Delete.
    • In the Identity subkey, locate Profiles, right-click the same Office accounts that you deleted in step A3 of this procedure, and then click Delete.
    • Exit Registry Editor.
  2. Remove the cached credentials in Credentials Manager. To do this, follow these steps:
    • Open Control Panel, and then click Credentials Manager.
    • Under Generic Credentials, delete all entries that begin with MicrosoftOffice by highlighting them one at a time, and then click Remove.

Step 4 - Log off, and then log on to the computer.

Step 5 - Run Outlook and log back into your account(s) when prompted.


Last Updated: May 6, 2020