Troubleshooting Exchange/Outlook Issues

When to Use?

Follow these tips when troubleshooting issues in Outlook/Exchange:

• Outlook Keeps Asking For My Password
• All My Mail and Calendars are Gone from Outlook for Mac
• I Am No Longer Receiving Any or Some of My Emails
• How Do I Change my GVSU Outlook Password for Email?
• How Can I Store Emails Locally and Remove Them from Outlook?

Procedure

Outlook Keeps Asking for My Password

For Windows computers:

• The primary reason this happens is, because Outlook has a cache mode that can store your previous password. 
• To stop this, open Outlook and click Files.
• Click Account Settings and select Account Settings again from the drop-down list.
• A window with your email address in it. Just above click the word Change. Another dialog appears with your email address and a Check box setting for Cached Exchange Mode. If it’s checked (default), uncheck it, then click Next.
• Once you click finished and okay, the changes will only take place after you close and reopen Outlook.

For Mac computers:

• Password changes are not automatically updated in any mail application. You need to go into the Preferences of either Apple Mail or MS Outlook to update the stored password.
• For Apple Mail:
  • Quit the Mail application.
  • Click the Apple Menu.
  • Select System Preferences. 
  • Click on the Internet Accounts icon.
  • On the left side are accounts that have been configured on the macOS, Click Exchange.
  • On the right reveals your GVSU email address and a Details button. Click Details and the settings are revealed to update your password. 
• For the Outlook program:
  • Go to the Outlook menu.
  • Select Preferences.
  • Click the Accounts icon.
  • In the lower right there is the space for your password. Delete what is there if anything and type your current password.
  • Then use the upper left red close button to save the password.
  • From the Outlook menu select Quit, to leave Outlook.
  • Then after 10 seconds launch Outlook. Your mail will start working.

All My Mail and Calendars are Gone from Outlook for Mac

• On newer Macs, if Outlook updates it may ask about running the new version of Outlook. This is a preview and does not have full support of calendars and local mail. As a result, mail or folders seem to disappear.
• Click the Outlook Help Menu.
• Select Use Legacy Version.
• Click Revert to get all the needed Outlook features and mail back.

I Am No Longer Receiving Any or Some of My Emails

There can be 2 different factors: 

• First, check if there are inbox rules in Outlook causing this issue. If your account has been compromised, there may be an active rule that removes all incoming email. If that is true, delete the rule and reset your password immediately. 
  • From Outlook web:
    • Click the Gear in the upper right of Outlook.
    • On the left, expand Mail and click Inbox and Sweep Rules.
    • If there are any rules, you will see them on the right.
  • From the Outlook app: 
    • Windows: 
      • On the Home tab, click Rules. 
      • Select Manage Rules & Alerts. 
    • Mac: 
      • On the Home tab, click Rules. 
      • Select Edit Rules. 
• Second, any other mobile device or third-party application that is processing GVSU software may be filtering or labeling email inappropriately preventing it from appearing in the your inbox. Check those applications. 

How Do I Change my GVSU Outlook Password for Email?

For many using just Outlook (and not GVSU computers) the need to change the password will occur. As long as you can log in to your email on the web and know your current password, you can change your password yourself via the Outlook Web Application (OWA).

• Outlook Web:
  • Log into Outlook from the web at mail.outlook.gvsu.edu.
  • Click on the Gear icon in the upper right corner. 
  • Select Options.
  • Expand the General option on the left side of the screen.
  • Click on My account.
  • Select Change your password.
  • Enter your old password and the new password. Confirm the new password and click Save.
  • The screen should come back with the message: Password Saved.
  • Close this window and you will have changed your password.

 If you cannot log in or do not know your current password, you can reset your password through the self-service option. Go to www.gvsu.edu/passwordreset/ and click Reset Network Password. Follow the steps to complete the password reset. 

If you have any questions or issues, call the IT Service Desk at 616-331-2101 for assistance. 

How Can I Store Emails Locally and Remove Them from Outlook?

Outlook does not have the Archive feature active so it cannot be used. The only way to have email taken off Outlook and stored on a local computer is to use a Third party email application, and connect it to Exchange. Programs like Apple Mail, Mozilla Thunderbird, and Mailbird.

For example, Macs can use Apple Mail to connect to Exchange. Then within Mail you can make storage folders that are not stored in Exchange but in Mail on your PC. Any mail moved from Outlook folders and placed in these folders will be removed from Outlook (any client) and only appear in Mail on that physical computer.