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Office 365 - Known Issues

Below is a list of known issues within Office 365.

You can contact Microsoft directly to make a case for supporting a specific feature in Office 365, by submitting your idea to Microsoft's Office 365 feedback and suggestions site at https://office365.uservoice.com/

For a list of issues that have been resolved, click here.

You may also want to review support documentation from other services that may be related to the issue you are experiencing.

Note: If you are experiencing message delivery delays and are interacting with a WiscList, review the documentation related to WiscList above.


All clients or multiple clients

The issues listed below apply to all or multiple email/calendar clients.

  • When editing a single instance of a recurring event, the edited event may not appear appropriately for invitees of that event.

    • In order to prevent this and any possible data corruption of your calendar from occurring, we recommend that if you would like to edit a single instance of a recurring event, delete that single instance from the recurrence and create a new event where the deleted instance would have taken place.
  • Unable to view/open attachment

    • Certain attachment types are blocked in Office 365. If you are unable to view or open an attachment, please review this document to verify that the file type is not blocked.
  • If a resource calendar is set to auto-accept meeting invitations, the title/subject of the event will list the name of the organizer when the resource calendar is viewed

  • Desktop versions of Outlook may display some emails in CJK characters (aka. Chinese characters, Han characters, kanji, etc.)

    • Open the problematic email in Outlook, click Actions > Other Actions > Encoding, and then change the encoding to Unicode (UTF-8).
    • Or, open the email via Outlook on the web. If the CJK characters still appear, you will need to open the email in an Outlook desktop client and change the encoding.
  • Filtering based on which alternate address in the To field does not produce the expected results.

    • The reason for this is because when the message is received and processed within Office 365, the alternate address is replaced by the primary address of the account.
    • A possible workaround for this is to create a matching header rule (It includes these words | in the message header...) instead - and enter the alternate address as the matching words.
  • When calendaring between different systems (e.g.,Gmail, Yahoo!, etc. to Office 365 and vice versa), the attendee may receive anywhere between 0 and 2 invitations.

    • Similar behavior should be expected when the attendee accepts or declines a meeting, and when the owner of the event cancels the meeting.
  • Sending an event invite to an "@groups.wisc.edu" address -- a WiscList with scheduling enabled -- will result in all Office 365 members receiving up to 3 notifications of the event.

    • The attendees will be able to take action on the event invitation from any of the notifications, but only one response is necessary.
  • If a Novell/GroupWise user invites an Office 365 resource calendar to an all day event, the event may appear from 7:00pm to 7:00pm the next day.

  • From March 1 - March 31, if an Office 365 user receives an event invitation from anr external calendar system, the event time will be one hour behind.

    • This issue occurs because of Daylight Saving Time. More information can be found here.
  • Calendar clients (in most case mobile clients) may not load/sync or load/sync very slowly.

    • This may occur if recurring event(s) do not have an end date set. To fix this issue, edit all recurrence events using Outlook on the web or Outlook desktop client and confirm/set a specific end data.
  • Email clients that are configured via IMAP will experience a variety of limitations and performance issues.

    • All clients connecting via IMAP will experience data throttling

      • Throttling causes a reduction of speed when downloading or moving a large number of messages
      • Throttling is controlled by Microsoft and cannot be removed
    • If throttling occurs when you are attempting to move mail, you may lose messages. For information on how to avoid this issue, click here.

    • Most IMAP flags are not supported in Office 365. Only the "Read/unread", "Important", and "Recent" flags are supported

    • If you have a client configured via IMAP, Outlook on the web will show drafts of messages you have already sent in message threads

    • For information on how to improve your IMAP client's performance, click here.

    Due to the issues listed above, configuring a client via IMAP is not recommended.

  • Issues involving Office 365 service accounts:

    • Service accounts hidden from the Global Address List (GAL) by default. However, it takes a few moments for this setting to be enabled, meaning that for the first five (or so) minutes after creation, the service account will be displayed in the GAL.

      • During this time, it is possible to subscribe to the account's calendar or use the Open mailbox feature in Outlook on the web.
      • Once this five-minute window has elapsed, users will no longer be able to subscribe to the calendar or use the open mailbox feature because the features to do so require searching the GAL.
      • To allow users to subscribe to the service account's calendar or use the open mailbox feature, you will need to show the account in the GAL using the Wisc Account Administration site.
    • When a service account is hidden from the GAL, the only way to subscribe to its calendar is to use the Add calendar option within the email invitation that is sent as a result of the service account sharing it's calendar.

      • The Add calendar option does not work in local Outlook clients. When users attempt to subscribe to the calendar, the button either does not respond or the Outlook client will crash.
      • Adding the service account to your address book will allow you to subscribe to it's calendar in desktop Outlook clients; however, the data for the calendar will not populate. Outlook on the web does not allow searching based on address book entries.
    • A service account cannot be deleted within ten minutes of creation

  • Suggested Meeting Add-In places event at incorrect time and/or on incorrect date.

    • Sometimes the Suggested Meeting Add-In does not schedule the event at the correct date/time, even though it did pick up the correct date/time in the email.
    • The event should be deleted and recreated manually.
  • Problem with resource calendars not automatically processing event invitations and cancellations

  • Changing your NetID password

    • When changing your NetID password, you must ensure that you update your clients and mobile devices accordingly and restart them because Office 365 has no facility to terminate active client sessions..

      • Update the password on the account linked to your desktop or mobile client. You can visit the following document for more information regarding client configuration/access Office 365 - Set up your mobile device or desktop client
      • Restart your mobile device or desktop client to put the change into effect.
  • Service account display names suddenly changes to include a "." in front of the name

    • Role accounts migrated as service accounts will display with a period in front of the name, for example: the name 'Bucky Badger' will appear as '.Bucky Badger.' To resolve this issue, a domain admin will need to change the first and last name by following the steps provided in this document Office 365 - Change your display name.
  • When sending as someone else in Outlook 2016/2011, if you save the message as a draft it, will disappear.

    • The current work around is to not change the 'From address' until you are ready to send the email.

  • Outlook on the web

    The issues listed below apply only to Outlook on the web. Issues occur in all browsers, unless otherwise specified.

    • Error "An internal server error occurred. The operation failed" when attempting to add/change image for a resource/shared mailbox.

      • Microsoft confirmed this as a known issue/behavior. When opening another mailbox via Outlook on the web, the account control cannot be maintained to the mailbox that was opened. It will only control the account you authenticated with.


    Desktop versions of Outlook

    The issues listed below apply to one or more desktop version of Outlook. If a version is not specified, the issues applies to multiple versions of Outlook. Learn more about client support.

    • When you view items in the secondary mailbox, new items may not appear or items seem to be missing or items that you had deleted still appear in the secondary mailbox.

      • For additional details on this issue, review following information.
      • Workaround/solution:
        1. Start Outlook 2016/2013 for Windows.
        2. On the "File" tab, click Account Settings in the Account Settings list.
        3. In the Account Settings dialog box, click the "E-mail" tab and then double-click your Microsoft Exchange Server account.
        4. In the 'Change Account' dialog box, click More Settings.
        5. In the 'Microsoft Exchange' dialog box, click the "Advanced" tab.
        6. Click to clear the Download shared folders check box.
        7. Click OK two times.
        8. Click Next, click Finish, and then click Close.
        9. Restart Outlook.
    • Outlook 2016/2013 for Windows will automatically load any account that you have been granted full mailbox permissions to, Outlook 2016 for Mac will not.

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      • In Outlook 2016/2013, accounts that you have full mailbox permission to -- including any linked accounts -- will be added to your account list automatically. Review the following document for further details on AutoMapping: Office 365 - Automapping.
      • In Outlook 2016 for Mac, accounts that you have full mailbox permissions to -- including any linked accounts -- will not be added to your account list automatically. You will need to subscribe or configure these accounts.
    • In Outlook 2016/2013 for Windows, emails "sent as" or "sent on behalf of" another account will appear in the default configured account's Sent Items folder

      • Example: If you send an email on behalf of Bucky Badger, the email will appear in your Sent Items folder instead of Bucky's. Note: Even though you may have "send as" or "send on behalf of" permissions to another account, this does not mean the account will automatically show up in Outlook 2016/2013 for Windows.
      • This does not occur in Outlook 2016 for Mac.
      • If you need the email to be stored in the other person's Sent Items folder, you can follow these instructions to send the message via Outlook on the web.
      • You may also want to review the AutoMapping documentation which may provide additional information on how to work around this issue.
    • User attempts to run Outlook 2016 for Mac (or any other Office 2016 for Mac application) and receives an error similar to the following: "Your account, [account name], doesn't allow editing on a Mac, to learn more, contact your admin about your office plan."

    • Importing contacts from Thunderbird to Outlook 2013 for Windows will require extra steps.

      • By default, contacts imported from Thunderbird to Outlook 2013 Windows will display the email address in the "Comments" field. Other information may also display incorrectly.
      • For information on how to avoid this issue, see step #12 of this document: Office 365 (Outlook 2013) - Import Contacts
    • Unable to edit or assign permissions to or create/edit/delete events on a resource when granted editor/owner rights in Outlook 2013 for Windows.

      • Some users may experience the inability to edit (create, edit, delete events) or assign permissions to a resource even though the user has been granted the appropriate access to the resource.
        •  Current Work Around
          • Open Outlook
          • Go to File > Account Settings > Account Settings
          • Select your Exchange profile > Click "Change" > Click "More Settings" > Select the "Advanced" tab
          • Check Use Cached Exchange Mode (if not already checked)
          • Uncheck "Download shared folders"
          • Click OK > Click "Next" > Click "Finish"
          • Restart Outlook

  • Current issues with Microsoft Exchange ActiveSync and third-party devices

  • Samsung devices running an Android OS will show duplicate calendar events within the native calendar application.

    • This is due to an issue with the way Samsung implemented its calendar application. More information can be found here.
  • When you add an Exchange account using ActiveSync on an Android phone, some phones will begin forwarding a copy of every SMS message (e.g., text message) that the phone receives to your email account. This feature will vary from phone to phone.

    • Use this link to control this setting.

Important: For best user experience and support, Microsoft recommends you use Outlook for iOS/Android application when interacting with your Office 365 account.


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Outlook on the web

  • Users were redirected to Microsoft login screen after selecting their Office 365 account from within My UW portal.

    • Workarounds:
      • Enter your NetID@wisc.edu within the username field on the Microsoft login screen and click Tab key. This will automatically redirect you to Outlook on the web.
      • Clear your cache/cookies and try again.
      • Use a different browser.
  • "500 Error" when attempting to set Public permissions for a resource calendar

    • Workaround described here.
  • Unable to use the menu bar to move through dates in Firefox versions 28, 29, and 30

    • Within calendar, when users tried to use the menu at the top of the calendar to move back or forward through the time ranges, you can only go forward or back once.
    • After that users can't change the time frame, using the arrows on the menus bar or by clicking on the date range links.
    • Depending on the view, the weeks, days or months do not change when a user clicked on either the left or right arrow.
  • Critical error when creating inbox rules with Google Chrome

    • In previous iterations of Outlook on the web, Google Chrome users would see a "Critical error" message when attempting to create inbox rules using "It was received from..." or or "It was sent to..."
    • Within newer versions of Outlook on the web, creating inbox rules in Google Chrome works correctly. However, Outlook on the web still contains an Other menu within the options menu, which allows you to access the old method of creating an inbox rule. Using this method will still result in an error.
    • Most UW-Madison users should have been moved to a newer version of Outlook on the web -- however, if you experience this error, you will need to use another browser or a desktop client to create your inbox rule.

Apple Mail

  • There was an issue with Apple Mail (on all Mac OS | iOS versions) when attempting to configure Office 365 accounts. While it did not affect all Office 365 accounts, many users who attempted to configure their Office 365 account would experience either a crash of the Apple Mail program with a detailed crash report and an error message 'Mail quit unexpectedly', or an error message 'There was an error in the internet preferences pane', or you are required to enter additional server information. Apple provided an OS patch that increased compatibility with Microsoft Exchange but provided no information beyond basic patch notes indicating that a bug had been fixed. After the patch was applied users reported the error was resolved. There was a known workaround for users detailed below:

    Using our documented Configuration Instructions for Apple Mail, on step 4 enter an INCORRECT password and press the 'continue' option twice until it brings you to a second page. One the second page, leaving everything else the exact same, enter outlook.office365.com in the server field and press continue. The account will be broken initially because it has the wrong password, but it will allow you to complete the configuration process. Once the account is configured, and with the mail program up, from the top of your screen choose Mail -> from the drop-down list choose Preferences -> and from the list of tabs across the top choose Accounts. On the following page, find the password field near the bottom, erase it, and enter the correct password. In addition, add @wisc.edu to the NetID listed in the username field. Once this is complete and you've saved your settings, your Apple Mail program will be configured correctly.

See Also:




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Owner:Ara M.Group:Office 365
Created:2013-09-18 10:47 CDTUpdated:2018-07-18 15:43 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Office 365, UW Digital ID, Wisc Account Admin
Feedback:  27   36