Outlook 365 (webmail) and Outlook Web Access …

Outlook 365 (webmail) and Outlook Web Access Troubleshooting

Outlook 365 Troubleshooting ? Student Email

? The browser is out of date o User is accessing an older version of the web email link. o Clear their cookies/cache and delete any bookmarks for Office 365. There is a guide on the Client Support Services site for clearing cache: ? salisbury.edu/helpdesk ? Click Get Help ? Click All Guides and Instructions ? Click Troubleshooting and Security ? Click Clearing Your Cache Guide ? che.pdf o Always access the email by going through the Campus Email link on any Salisbury University webpage.

? Customer cannot change password. o Customer is likely clicking the "Can't access your account" link on the email logon page. o Direct the user to use the Password Assistance page. salisbury.edu/helpdesk Click Get Help Click Password Assistance

? Customer cannot login. o Check to see if the customer can log in to other services, like GullNet. If so, it may be that the customer's account is locked. It will unlock on its own. If not, the password may be expired, wrong, or the SU account may be locked. o Make sure the customer is using the correct username and password. They should log in with their SU email address and SU password. o Make sure the user is not already logged in to another Microsoft service with a different Microsoft account. If so, log out of the other account and then try to log in again. o The user may be an alumni and no longer have an email account. Have a FTS member check.

Outlook Web Access - Faculty/Staff Email

? The Outlook Web App address is out of date

o The user may be trying to log on to Faculty/Staff email with a student account.

o User may be accessing an older version of the web email link. o Clear their cookies/cache and delete any bookmarks for Office 365.

There is a guide on the Client Support Services site for clearing cache: ? salisbury.edu/helpdesk ? Click Get Help ? Click All Guides and Instructions ? Click Troubleshooting and Security ? Click Clearing Your Cache Guide ? che.pdf

o Always access the email by going through the Campus Email link on any Salisbury University webpage.

? User does not have full features.

o The user may be using a lite version of the web app.

This is most common on browsers other than Internet Explorer.

o To use the full version of Outlook Web App, use Internet Explorer.

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