Office 365 - Known Issues

Below is a list of feature requests and known issues with 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.

  • User is not receiving all messages in their Inbox.

    • There are several possible causes when mail stops arriving in a user's Inbox:
      • Junk Mail filtering (campus-level): In an effort to keep UW-Madison's email traffic clean and secure, campus email messages are scanned for spam/junk mail identifiers, and suspicious messages are sent to users' Junk Mail folders instead of their Inboxes. It is possible that a legitimate message could be identified as spam and sent to a user's Junk Mail folder. To learn more about Junk Mail filtering in UW-Madison's Office 365, including what you can do with messages sent to your Junk Mail, read Office 365 - Learn about junk email and phishing.

      • Inbox rules: Inbox rules may also route mail to a folder other than your Inbox. If a rule was configured incorrectly, proper mail flow could be interrupted. To learn how to see if you have any Inbox rules configured on your account, check out Office 365 - View Inbox Rules. To learn how to add, remove, or edit Inbox rules, read Office 365 (Outlook on the web) - Filtering email with inbox and sweep rules.

      • Clutter: Clutter is a Microsoft feature in Office 365 that, when turned on, will learn your email reading habits (within Outlook desktop clients or Outlook Web App) and move less important email into the Clutter folder where they can be reviewed later. Most of the mail going into the folder should be bulk mail (advertisements) and messages from mailing lists. However, if the feature is enabled, you will want to periodically check the Clutter folder, as it may move legitimate mail into this folder. To learn more about Clutter, read Office 365 - Getting Started with Clutter.

      • Account has a forward: When a forward is set on an account, email messages sent to the forwarded account will be redirected to the destination account. You may configure a forward to save a copy of messages forwarded to the destination account or simply redirect the message without saving a copy. To learn more about forwarding in Office 365, read Office 365 - Setting a Forward on a NetID or Service Account.

      • Account is shared or managed by someone else: There are instances when more than one person needs to interact with an Office 365 Service Account. When an account is shared and accessed by multiple people, someone with legitimate access to the account can move or delete messages from the account's Inbox without making other account users aware of their actions. Ensuring a proper workflow is established with those who access the account is the best way to avoid this problem. If you believe mail is missing from your shared Service Account, confirm with all others who access the account that they have not moved or deleted the mail before contacting the Help Desk. To learn more about shared accounts in Office 365, read Office 365 - Shared Departmental Service Accounts.

      • Account is configured in an Android or iOS native mobile mail application: A known issue confirmed by Microsoft, having your Office 365 account configured in a native (non-Microsoft) Android or iOS mail application may sometimes cause mailflow to be interrupted or halted in your Outlook desktop email application or Outlook on the web/Outlook Web App. This issue may manifest itself as messages appearing in the Inbox of your mobile device's native email app, but those same messages will not appear in your Inbox in Outlook on the web/OWA. You may be able to search for those messages in Outlook on the web/OWA and see that they are in your Inbox, but when opening your Inbox, you do not see the messages. To learn how to see the folder location of a message found via a search, read Office 365 - Find the folder location of a message when using the search function.
        • Microsoft's recommended solution is to remove your configured Office 365 account from the native Android or iOS mail application and, instead, use the official Microsoft Outlook for Android or Outlook for iOS app--available on the Play Store and App Store, respectively. If you try this solution and are still experiencing this issue, please contact the DoIT Help Desk.
  • User is not receiving some emails - sender receives undeliverable email which includes the following error: "Remote Server returned '554 5.2.0 STOREDRV.Deliver.Exception:ObjectNotFoundException.MapiExceptionNotFound; Failed to process message due to a permanent exception with message Cannot get ID from name.".

    • Microsoft has confirmed this as expected behavior if the user who is the intended recipient and has 'Clutter' enabled, but the Clutter folder is missing from the mailbox. Since the incoming message is classified as Clutter, it cannot be moved to the Clutter folder since it does not exist - so the message is bounced and the send receives an undeliverable message with the error.
    • Solution: disable and then re-enable Clutter - this action will recreate the Clutter folder.
  • Email messages from blocked senders start appearing in a user's Inbox instead of their Junk Mail folder.

    • There is a maximum limit of 500 email addresses that may be added to a user's Blocked Senders list in Office 365. If more than 500 addresses have been added to a user's Blocked Senders list, routing of blocked mail to the user's Junk Mail folder will no longer occur. However, even if only several hundred email addresses have been added to a user's Blocked Senders list, blocking of messages may become inconsistent. The user will need to remove blocked addresses from the list to bring it below 500 addresses for mail from blocked senders to be properly routed to your Junk Mail folder instead of the user's Inbox. Microsoft does not intend for the Blocked Senders list to house hundreds of addresses, so keeping the list as small as possible is a good way to ensure successful blocking of mail. To learn how to view your blocked senders list and manage other Office 365 Junk Mail settings, read Office 365 - View Junk Mail Filters. To learn more about Junk Mail, in general, read Office 365 - Learn about junk email and phishing

  • Can't find messages that have been moved to your top-level folder.

  • After the password for your NetID account is changed, Microsoft Outlook may repeatedly prompt you for your password or is unable to send/receive mail. After you enter the new password and then click to enable the Remember my credentials option, you are again prompted for your credentials.

  • User receives "un-responsive script error" when loading a calendar or the calendar data will not load.

    This issue may occur if the calendar you are loading or attempting to interact with has more than 1000 events in it. This can occur normally or in some cases there could be a corrupt event which is duplicated 100 or 1000 of times.

    • Solution: contact the help desk so that we can investigate the specific calendar.
  • Permission levels available for Office 365 vary across the different Outlook clients.

    • For example, the permissions levels in Outlook on the web are not the same as the permissions levels in Outlook 2013 or Outlook 2011, although some are titled similarly.
    • Please be sure that you are consistently setting permissions levels in a single client, and preferably the same client as those you are interacting with.
  • Unable to access service account via Outlook on the web (accessing/opening the account) or Outlook for Windows clients (automapping) after permissions have been granted.

    •  In some cases, the assigned permissions do not get set correctly, try the following work around
      • Outlook on the web

        1. Run the permission repair tool and reapply permissions
        2. Log/sign out of Outlook on the web (browser).
        3. Close your browser.
        4. Access the service account.
          • If you cannot access the service account, contact the DoIT Help Desk to further troubleshoot the issue.
          • If you can access the service account, permissions are set correctly and the service account is accessible.
      • Outlook for Windows client

        1. Run the permission repair tool and reapply permissions
        2. Log/sign out of Outlook on the web (browser) - only if you are currently logged into your account via a browser.
        3. Close your browser.
        4. Access the service account via browser.
          • If you cannot access the service account, contact the DoIT Help Desk to further troubleshoot the issue.
          • If you can access the service account, permissions are set correctly and the service account is accessible - issue now is with Outlook. Continue with troubleshooting Outlook for Windows
            1. Restart Outlook and see if the service account auto-maps. You may need to wait about 60 minutes for the account to load.
            2. If the service account does not auto-map, try any of the following

              Relink the account

              1. Unlink the account - wait an hour.
              2. Link the account - wait an hour.
              3. Confirm if the user can access the service account via Outlook on the web.
                If you cannot access the service account, follow the steps above regarding Outlook on the web.
                If you can access the service account, continue to the next step.
              4. Restart Outlook and see if the service account auto-maps. You may need to wait about 60 minutes for the account to load.

              Repair Outlook/Inbox profile

              1. Follow instructions to repair your profile.
              2. Restart Outlook and see if the service account auto-maps. You may need to wait about 60 minutes for the account to load.

              Create a new profile

              1. Follow instructions to create a new profile for the client you are using.
              2. Restart Outlook and see if the service account auto-maps. You may need to wait about 60 minutes for the account to load.
  • Messages are undeliverable/bounce when an unusual or special character is included in the subject.

    • The bounce message received will contain the following error listed within the text: "Character set name (UNKNOWN) is invalid or not installed.; cannot handle content of message with InternalId".
    • The only workaround is for the sender to remove any special or unusual characters, or characters in a foreign language, and only use plain text characters in the subject.
  • Deleted event reappears when calendar is refreshed.

    • Editor/Delegate deletes an event from another account using Outlook or Outlook on the web. After refreshing the calendar, the deleted event returns. In many cases, the owner of the calendar never sees the event deleted in the first place.
    • Microsoft is aware of this issue and is able to provide a fix. Call the Help Desk and open a case. A case with Microsoft will be opened.
  • Resource calendar permissions do not always appear to be applied after being set/configured.

    • Please wait 24 hours after setting/changing/configuring resource permissions before attempting to utilize those permissions.
  • Some calendaring functions have unpredictable results when using a different calendaring client than those you are scheduling with.

    • Some users report that event attendance is often incorrect, or simply fails to update, when using multiple clients. For best calendar performance, use the same calendaring client -- including version -- as those you schedule with frequently.
  • Unable to delete a calendar or email folder

    • When attempting to delete a secondary calendar/email folder, you may run into the error 'The calendar/folder can't be deleted'.
    • To remedy this issue, change the name of the calendar/email folder and then close the application/browser you are currently using. Restart the browser/application and access your account. Try again to delete the calendar/email folder. You may need to do this a few times before successfully removing the calendar.
  • Messages to lists have unfamiliar "From"

    • Messages to lists will display "Sender" ahead of "From"
    • Example: bounce-34022840-843062@lists.wisc.edu on behalf of Bucky Badger
  • When someone shares their calendar with you, using the link in the automatically generated email to add their calendar does not always work.

    Use Microsoft's troubleshooting steps to try to open the calendar. If this fails and you do have the appropriate permissions, use the instructions below as a workaround.

  • Event reminder cannot be modified by attendee.

    When you receive an invitation, and accept it, the reminder of the event will controlled/set by the value configured by the organizer when the organizer sent the invite. The attendee will not be able to modify this reminder.

    • This is functioning as designed. If you want to change this behaviour, please provide feedback to Microsoft.
  • Class schedules can include duplicate events

  • 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

  • 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 a WiscCal or other 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 - How To's for Email Clients
      • 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.

    • Many text formatting options in Office 365 Groups conversations do nothing when clicked.

      • A case is open with Microsoft, who are working to remedy this issue. However no ETA has currently been provided for a fix.
    • Outlook on the web does not show full list of available rooms when inviting a resource.

      • When inviting a resource and clicking Add Room, Outlook on the web will only display the first 100 available rooms alphabetically.
      • To add a room, use this method: Document 38941 is unavailable at this time..
    • Some browser extensions may cause issues with Outlook on the web.

      • If you are experiencing problems, try disabling all browser add-ons.
    • Outlook on the web always starts in Mail view, regardless of the selected start page setting

      • NetID accounts: You can now choose to log directly into any of the primary applications from the linked account login page. Example, If you wish to log directly into your calendar, click the Calendar selection.
      • Service accounts: Due to technical issues, you can only log into your mail application.
    • Signing into Outlook on the web will sometimes produces a redirect loop error message: "This webpage has a redirect loop"

      • In rare instances where this issue occurs, you will need to wait about 24 hours and try again.
      • In the meantime, you can configure a desktop client to connect to your account.
      • Microsoft was contacted but was unable to provide a solution or root cause of the problem since the issue disappears after some period of time.
    • Signing out of OWA will sometimes produce an error message

      • In instances where this issue occurs, you will be redirected to a page on the Microsoft site. The error displayed will read: "Sorry, but we're having trouble signing you out".
      • In order to fully sign out of Outlook on the web, you will need to close the browser. Click here for more information.
    • Moving large quantities of mail across folders is difficult in Outlook on the web

      • There is no "Select All" option that allows you to select all messages in a folder
      • Select a large number of messages using Shift + Left-Click is unreliable. You often get only one message, or they won't highlight at all.
      • Recommended workaround: Testing has shown that can select blocks of 20 messages. After you have selected the block, scroll down and use Shift + Left-Click to select the next block of 20 or so.
    • Error "An error occurred while searching. Please try again later." when performing a search within Outlook on the web.

      • Contact the Help Desk and open a case.
      • A case with Microsoft will need to be opened - they will run a backend tool to update the indexing on the mailbox.
    • Error "The store ID provided isn't an ID of an item" when using the Publish Calendar feature for a resource calendar

      • Microsoft is currently working on a fix for this issue.
      • Until this fix becomes available, you can use the workaround described here.
    • 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.
    • Error "User was unable to access their account due to move error" when attempting to log into your account.

      • Microsoft confirmed this as a known issue/behavior and provided the following response: "Sometimes, unfortunately, this kind of outage does happen due to regular Exchange Online maintenance. When we find overloaded workloads in certain data centers, the backend team initiates move requests from one data center to another. While these are online moves and do not affect the end user experience, this error can happen because the mailbox move request was stuck in finalization phase. We have taken steps to stay on top of finalization phases hang up like this and working to increase our customer experience."
    • User is unable to open your calendar or work as the permissions you have been granted after the owner of the calendar has successfully shared it with you.

      • In some occasions, resetting the permissions using the email address of the person you are sharing with may solve the issue.
        •  Sometimes, the following workaround works:
          1. As the owner of the calendar, remove the user from the permissions listing.
          2. Wait 30-60 minutes for this change to be synced.
          3. Use the steps above to add the user again but this time add them by using their email address to look them up. Make sure to select "Use this address:..." option.
          4. Wait 30-60 minutes for this change to be synced.
          5. Ask the user to verify if they now have the assigned permissions.
    • Conversation view occasionally displays an earlier message of an email thread as the most recent message.

      • For example, if an email thread has an original message and four unique responses, Outlook on the web might replace the most recent message (Message 5) with the content of say, Message 2.
      • This bug affects only the view of the conversation thread and does not reflect actual content of emails stored on the server.
      • To resolve this issue, reload Outlook on the web. If reloading the web client is unsuccessful, clear your browser's cache and cookies.
    • Add-in action/button disabled when accessing/opening another account.

      • For example, when you are granted full mailbox permissions to another account and access that mailbox either via linked login or "open another mailbox..." feature, the Add-in button/feature will be greyed out and unavailable to you.
      • Microsoft confirmed that this behavior is functioning as designed.
    • When opening a Service account via linked login, you will occasionally be directed to the linked NetID mailbox.

    • Error "Something went wrong", "Bad Request", or "Error: you don't have permissions to send messages from this mailbox"error when attempting to open/access/send message with a service account using Open another mailbox... action, clicking on the service account via the Office 365 sign-in screen, or sending a message when changing the from address.

      • This error appears because your account does not have the proper permissions (linked) or your permissions are no longer working to access the account.
        •  Current Work Around - the domain administrator should perform the following steps to re-assign your permissions
          1. Follow these steps to access the service account within Wisc Account Administration site.
          2. Use the Permission Repair Tool to reapply these permissions.

          •  If the above does not work, try the following work around - the domain administrator should perform the following steps to re-assign your permissions
            1. Follow these steps to access the service account within Wisc Account Administration site.
            2. Within the "Linked Accounts" page, remove the NetID having this issue. Important: if only one NetID is currently linked, you must add another NetID (add your own) before removing the NetID in question. You will remove your NetID in this last step.
            3. Wait 30-60 minutes.
            4. Within the "Linked Accounts" page, add the NetID having this issue.
            5. Wait 30-60 minutes.
            6. Have the user log out and log back into Outlook on the web again and try accessing the account.
            7. If you added your NetID temporarily, remove it.
    • Error "Bad Request" when attempting to open a resource mailbox using Open another mailbox... action.

      • This is working as designed.
      • The reason for the error is because you do not have full-mailbox permissions to the resource mailbox. Contact the owner of the resource so that they can grant you the necessary permissions.
    • Outlook on the web offers limited support for S/MIME digital signatures

      • You cannot create digitally signed email using Outlook on the web. You may receive the following error, "An error occurred while sending this S/MIME message. The certificate used to sign this message isn't trusted by your organization.", when you attempt to send a message that you enable to send as digitally signed. If you need to send digitally signed emails, a desktop email application, such as Outlook, is recommended.

      • In Conversation view or the Preview pane you may not be able to read, reply to, or forward digitally signed email messages depending on which version of Outlook on the web your account is on.

        • You will see a red gum ball indicator with message: "S/MIME isn't supported in this view. To view this message in a new window, click here."

        • Reply, Reply All, Forward links will be unavailable or grayed out. Attachments will also be unavailable.

          • Microsoft is aware of this behavior and has stated that this is by design.
          • The UW-Madison Office 365 team has requested that this behavior be changed. Microsoft has receive our feedback and will assess the need to make this change in a future version.
      • To read, reply to, or forward digitally signed email, click the blue Click here link or by double-clicking to open the message in a popup window.

      • If you receive digitally signed emails regularly, you may find that it is more convenient to use a desktop email client, such as Outlook.

      Note: view Microsoft documentation for further details.

  • Actions/symbols on message ribbon affected if message contains digital signature.

    • For example, if a message contains a digital signature, the reply icon will be replaced by the digital certificate icon..
    • Microsoft confirmed that this behavior is functioning as designed. If you would like this behavior modified, please provide your feedback.
  • Error "Couldn't open calendar. A connection couldn't be made with the shared calendar. Remove the calendar and try to add it again, or ask the owner to share it again." When attempting to subscribe to a calendar that was shared with a service account.

    • When logging into a service account via linked login and attempting to subscribe to a user's secondary calendar, this error may appear.
    • To work around these issues, log into the Outlook on the web directly with the service account's unique credentials.
    • The calendar owner could also share the calendar with the NetID account, as this will allow the calendar to be accessed from the service account via linked login.
  • There's a problem with instant messaging. Please try again later.

    • Currently, IM for Outlook on the Web is not currently available and is currently under discussion to determine the usability of this feature and whether or not it will enabled.
  • Outlook on the web can't display folders with "special" characters.

    • These folders must be renamed in an Outlook desktop client.


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. This list only includes known issues for the following versions of Outlook: Outlook 2010 and Outlook 2013 for Windows, and Outlook 2011 and Outlook 2016 for Mac.

Outlook 2007 and earlier versions of Outlook are not supported. If you are experiencing issues with an earlier version of Outlook, the UW-Madison Office 365 team recommends upgrading to a newer version of Outlook.

  • Microsoft acknowledges Office 2016-El Capitan crashes but lacks ETA for fix

    • Error: "Microsoft Outlook has encountered a problem and needs to close. We are sorry for the inconvenience" when using Outlook 2016/2011 for Mac.
    • For additional details on this issue, review following information.
    • Workaround: Install the latest release of Outlook.
  • 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.
  • Performance issues such as slowness when interacting with mail and/or calendar

    • The most common performance issue for Outlook is slowness when completing the following tasks: downloading/syncing mail, loading calendar, interacting with messages, editing calendars, or editing permissions.
    • Performance issues can have a variety of causes. For more information on how to improve Outlook performance, please review the following document: Office 365 - Get Better Performance when Using Outlook.
  • When using Outlook 2016/2013 for Windows, you may experience any of the following symptoms: Outlook does not load or takes a long time to load, receive an error during startup, unable to access another account(s) (permission issue), etc.

    • A common troubleshooting step for these types of symptoms is to recreate the Outlook local data file for your profile. To perform this action, follow the steps outlined within the Re-create an offline Outlook Data File (.ost) section. After completing this, start Outlook and see if the problem persists.
    • If recreating the .ost file does not resolve the issue, following the steps below may resolve it:
      1. From the Windows "Start" menu search for Command Prompt, right-click and select Run as administrator.
      2. In the opened Command Prompt, type chkdsk c: /f and hit Enter.
      3. When the message appears asking if you would like to have the volume checked the next time the system restarts, type Y and hit Enter.
      4. Restart Windows and open Outlook to see if Outlook starts up normally.
  • Moving, copying, or deleting large quantities of mail may result in an error.

  • Downloading a large mailbox can result in an error

  • Outlook 2013/2010 will automatically load any account that you have been granted full mailbox permissions to, but Outlook 2011 and Outlook 2016 for Mac will not.

    • In Outlook 2010/2013, 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 2011 and 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.
  • Emails with HTML formatting do not always display as expected

    • To work around this issue, Outlook gives you the option to open the message in a web browser.
    • More information on this issue is available here and here.
  • Some users are unable to use the "Report Spam" function in certain Outlook desktop clients.

  • The "Report Spam" feature in desktop Outlook has display issues on smaller monitors.

    • On machines with smaller monitors, clicking the "Report Spam" link displays a disclaimer, but the "Report Spam" button is obscured from view. It is not possible scroll down to see the button.
    • To work around this issue, double-click on the message to open it in a separate window, then maximize the window. This should allow for enough space for the "Report Spam" button to be displayed below the disclaimer.
  • In Outlook 2013/2010, 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 2013/2010.
    • This does not occur in Outlook 2011 or 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.
  • In Office 2013 for Windows, activation produces "The user id or password is incorrect. Please try again." when attempting to sign-in to your Office 365 account

    • The version of Office 2013 for Windows downloaded from within the campus software library is not compatible with UW-Madison's Office 365 implementation. If you attempt to install/run this version, it will return an error within the activation screen: The user id or password is incorrect. Please try again.

      •  Current Work Around - install the version Office 2013 available to you via .
        1. Uninstall Office 2013 (including OneNote/OneDrive).
        2. Follow these instructions to install the correct version of Office. Make sure to follow the steps to update your registry.
  • If you are having trouble starting Outlook 2010 or Outlook 2013, or have received the error "Cannot start Microsoft Outlook. Cannot open the Outlook window", the user interface may be failing to completely launch.

  • In Office 2011 for Mac, installation produces "activation" or "sign-on" error

    • The version of Office 2011 for Mac downloaded from within Outlook on the web is not compatible with UW-Madison's Office 365 implementation. If you attempt to install/run this version, it will return an error within the "Activate Office" screen: Sign in failed because the password is incorrect or the sign-in name does not exist or Sorry, there was a problem while trying to connect to your account.

      •  Current Work Around (because the Office 2011 installer available on the Campus Software Library is licensed under UW-Madison's Microsoft EES, it can only be used on UW-owned computers and is not visible or available to students)
        1. Delete any Office 2011 software from your "Applications" folder.
        2. Delete any Office 2011 application icons from within your dock.
        3. Log into UW-Madison Campus Software Library using your NetID credentials.
        4. Within the "Productivity" section, click Microsoft Site License.
        5. Within the "Downloads | Microsoft Office Site License" section, click Macintosh - Office 2011 Standard.
        6. Save/Run the file.
  • Importing contacts from Thunderbird to Outlook 2013/2010 will require extra steps.

    • By default, contacts imported from Thunderbird to Outlook 2013/2010 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 | 2010) - Import Contacts
  • Unable to edit or assign permissions to or create/edit/delete events on a resource when granted editor/owner rights in Outlook 2010/2013.

    • 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


Apple Mail / Calendar

The issues listed below apply Apple Mail, Calendar, Contacts, or Reminders.

  • You may experience a one to five minute delay in receiving mail using default sync settings

    • This is a known issue between Apple Mail and Microsoft's Exchange protocol.
    • To work around this issue, you can modify the "Check for new messages" setting in the "Preferences" menu from "Automatically" to "Every minute". Note: After you change this setting, your computer will be required to use more memory (RAM) to run Apple Mail. This can lead to performance issues for some computers.
  • You may see a "No access" error when attempting to subscribe to another person's calendar

    • This error can occur regardless of the permissions you have been granted.
    • A support case has been opened with Apple.
  • On OS X Yosemite (10.10.x), you will see an error message when clicking "Replied to" or "Forwarded" arrows in the message list

    • When viewing the message list in the Inbox, clicking on the "Replied to" or "Forwarded" arrows that are located next to the subject of the message will result in an error message
    • The error will read: 'Mail was unable to find your reply to the message "[MESSAGE SUBJECT]". You may have deleted the message.'
    • Apple has acknowledged that this is an issue. More information can be found in this thread.
  • You may receive an error message when attempting to view your own calendar

    • Error: "Calendar needs valid email address to connect to Exchange account."
    • If you are able to view your email in Apple Mail without a problem, this could be occurring because your account is hidden from the Global Address List (GAL).

      Possible issues/solutions:


Mobile Devices

The issues listed below apply to mobile devices. If the issue only affects certain device(s), affected device(s) will be listed in the issue description.

  • Many tasks that are possible via Outlook on the web or a desktop email client cannot be performed with a mobile device.

  • Some calendar-related actions are possible to perform using a mobile device, but can cause issues.

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

  • Samsung devices running an Android OS will show duplicate calendar events.

    • This is due to an issue with the way Samsung implemented its calendar application. More information can be found here.
    • One possible workaround is to subscribe in Google Calendar to your Office 365 calendar via ShareURL.
  • On the Outlook for iOS or Android application configured with Exchange ActiveSync protocol, drafts will not sync.

    • The "Drafts" folder on your Outlook for iOS or Android application will not sync with the "Drafts" folder on Microsoft's server and vice versa.
    • Drafts saved using your Outlook for iOS or Android application can only be access using the application on your device.
    • Drafts saved using Outlook on the web or a desktop client can be accessed using any client except your Outlook for iOS or Android application on your device.
  • The OWA app for Android and iOS does not work with UW-Madison's implementation of Office 365

    • The OWA app for Android and iOS is not compatible with the type of authentication (Shibbotleth) used by UW-Madison.
    • Instead of using this app, Android and iOS users should configure their device's native email/calendar client. Instructions are available 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.
  • The Outlook apps for iOS and Android have some inconsistencies depending on version.

    • When using Outlook for iOS on iOS 9.2.1 devices, you are not able to edit recurring events. These events must be edited in a desktop client or the web client. Single events can be edited successfully.
    • When using Outlook for Android on Android OS 5.5.1 devices, clicking on and copying links sent in email messages doesn't always allow for a new window to appear or for the link to be copied.
  • In the Outlook mobile apps, unchecking -> restarting the app -> re-checking the calendar sometimes works if the calendar is not refreshing or displaying properly.


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:




Keywords:microsoft office365 o365 feature requests clients outlook web app desktop outlook 2011 2010 2013 2016 for Mac apple mail thunderbird tb mobile devices permissions emails calendars calendaring schedule scheduling clutter performance messages from sender display listing class schedule duplicate events recurrence recurring attendees invitation data corruption instance attachments blocked resources auto accept auto-accept wisclist groups notifications novell groupwise notifications daylight savings time imap configured throttling throttle downloading flags service accounts global address list gal subscribe hidden netid password accessing browsers extensions redirect page loop sign out move moving messages block senders safe recipients store id publish internal server error deleted folders conversation view bad request s/mime smime digital signature internet explorer firefox ff ie chrome safari slowness syncing is not responding working html flattening report spam attachments sent as send on behalf importing exporting editor owner contacts reminders resolved android ios encryption digitally signed 500 samsung mozilla activation error sign on install installation configure activate activation sign-in signin userid user id username user name Error: you don’t have permissions to send messages from this mailbox encountered an error and needs to close password netid ribbon digital signature icons reply   Doc ID:33784
Owner:Ara M.Group:Office 365
Created:2013-09-18 10:47 CDTUpdated:2016-08-25 12:57 CDT
Sites:Digital ID, DoIT Help Desk, DoIT Tech Store, Office 365, Wisc Account Admin
Feedback:  14   19