Managing Email on Windows PC

When to Use?

Use this article for troubleshooting common issues with a Windows PC Outlook client after a mailbox has been moved during GVSU's Microsoft 365 migration.

Common Issues and Troubleshooting

Here is a list of common issues that can occur after a mailbox has been moved to Office 365 Exchange Online, along with the associated troubleshooting steps to help you resolve the issue.

The Default Signature is Missing from New Emails or Email Replies

When an email account is migrated to Exchange Online, the signature preferences can be reset, although the signatures are still saved.

  1. Click File
    Office 365 Outlook File menu
  2. Click Options
    Office 365 Outlook File menu with Options button highlighted
  3. Select Mail from the left-hand navigation menu
    Office 365 Outlook Options menu with Mail option highlighted
  4. In the third option under Compose messages, click Signatures...
    Office 365 Outlook Options menu, Mail section with Signatures button highlighted
  5. Ensure the signature is enabled for the email account for New messages, and replies and forward (depending on the preferences of the end user).
    • Note: if for some reason the saved signatures are completely missing, go to the Sent Items folder, find an old email, copy the old signature, and pasted it into the signatures dialogue box to create a new signature
    • Office 365 Outlook Signature editing menu

Outlook is in "Working Offline" Mode

Outlook working offline indicator in Windows 10

There are a lot of different reasons Outlook could be in "Working Offline" mode. Here are a few common things to check:

  1. On the ribbon, click Send/Receive
  2. Check and make sure the Work Offline is disabled from the preferences section of this menu
    • If Work Offline is disabled, but the Outlook client is still offline, continue on
      Outlook for Windows 10 with Send and Receive ribbon open to showing the Work Offline button
    • Next we'll check to ensure the license is activated (if no license is activated, Outlook will default to Work Offline mode)
    • Click File
    • Click Office Account
    • Ensure the GVSU username is signed in under User Information and you have an active license
      Office 365 license screen within the Outlook application on Windows 10 with user and license information highlighted

Unable to Login to Outlook and Continually Prompted for Credentials

  1. Close all Office applications
  2. Check the Taskbar to ensure applications such as Teams an Skype are completely closed
  3. Click Start
  4. Search for "Credential Manager"
    Windows 10 start menu search results showing the Credential Manager
  5. Open the Credential Manager application
  6. Click Windows Credentials
    Windows 10 Credential Manager showing Windows Credentials highlighted
  7. Delete any saved credentials for Office, Outlook, or Exchange
    Windows 10 Credential manager showing an example of Office credentials
  8. Windows 10 Credential Manager showing the remove button for a saved Office credential
  9. Re-open Outlook
  10. Input credentials when prompted and ensure the check box to remember the credentials

The "Report Phishing" or "Report Junk" Email Options are Missing

After installing the new Office 365 application suite, and migrating your mailbox to the cloud, you may notice that the Report Junk and Report Phishing options are missing.

  1. The ability to report is still present, but has moved
  2. If you right-click an email, or in the Delete section of the Outlook ribbon, you'll still see the legacy Junk Email option, but this doesn't report the message
    Microsoft Outlook right click menu showing the Junk Email reporting option                             Microsoft Outlook old report as junk email option from Outlook ribbon
  3. Instead, in the upper right-hand corner of the Home ribbon, you'll see a new section titled "Protection"
    New Outlook Report Message Feature
  4. Click Report Message
  5. Select Junk, Phishing, or Not Junk based on the email's contents
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