2. I have a problem

I cannot log in to Nexus/can only log in some times
If your password contains non-UK characters or the £ sign, try changing it (the £ sign usually works in the web-based email client but may not work in mail programs installed on your computer).
I have forgotten my password/username
See Registration pages at http://www.oucs.ox.ac.uk/registration/.
I cannot see my old mail folders
Your old folders have not been lost! To see them you may have to activate the display or re-subscribe to the folders. This is done in different ways depending on how you access your email. More information for
I see folders I did not create
During migration, a set of new folders are created in your account and displayed in your client (such as Calendar, Contacts, Deleted Items, Journal, Junk E-Mail, Notes, Outbox, Sent Items, Tasks). These are part of your Nexus account on the Nexus server. If your folder names include a special character (such as &), this may have changed during migration. You can change the folder name back to what it was, if you prefer that.
Since moving to Nexus I seem to be getting more spam than before. Is spam filtering working and what should I do to ensure it is?
Please check the level of spam filtering that has been set by going to the Nexus Account Settings page. You also need to have spam filtering turned on in Outlook Web Access. Log in to Nexus and click on [Options], followed by [Junk E-mail]. Make sure that Automatically filter junk e-mail is selected (illustration on the mail filtering page).
I cannot share contacts/calendar
You can only share your contacts or calendar with people who are on the Nexus system and only to accounts that have mailboxes.
When we share calendars in my department the scheduling part can not pick up any information from the shared calendar.
Check in your Outlook Proxy settings. Ensure that the boxes marked Connect using SSL only, On fast networks, connect using HTTP first, then connect using TCP/IP and On slow networks, connect using HTTP first, then connect using TCP/IP are checked. See Outlook manual settings for more details.
"The name cannot be matched to a name in the address list"
If you, while configuring your email client and trying to connect to Nexus, get a message similar to: "The action cannot be completed. The name cannot be matched to a name in the address list" this can mean the account you are using is not found in the Global Address List (GAL). Check the spelling and, if correct, contact the OUCS Help Centre to have the account added. If it is a project account, OUCS wants to know the organisational title too.
I can’t look up addresses in the Global Address List when using Entourage
Global Address List will not work for address look ups (Entourage) in the current set-up, but are expected to be enabled in the future for the next version of MAC OSx (Snow Leopard) and new Entourage for Web Services (EWS).
I can not connect to Nexus using my Entourage Office 2008 for Mac Home and Student Edition
If you use Entourage from the Office 2008 for Mac Home and Student Edition, you will not be able to connect to Nexus using MAPI as this edition does not support this connectivity. However, you will still be able to connect using the standard IMAP method instead.
Where do I find instructions for using POP with Nexus
If you need to use POP to access Nexus, you can find the necessary connection details on the Accessing Nexus using POP page. (What is POP?)
The contacts on my mobile are moved to my Nexus account
If you do not want this, set the Mail for Exchange program on your mobile not to sync your contacts.
I receive empty messages
If you use a client like Thunderbird or Eudora as well as Outlook or Outlook Web Access (OWA), you may find an empty message with no sender or subject in your client Inbox if you change settings, activate a vacation message or similar in Outlook/OWA. These empty messages can be ignored.
I get an error message when I try to send an email
See the Interpreting failed-delivery reports pages for a list of the more common error messages. The Failed email may be of use for other failed email problems.
Since migration I have marked (or tagged) some emails but they have disappeared again!
If you are using Outlook (if you have changed your settings to 'Outlook Anywhere') or the Oxford Nexus email web interface, any flags you set should persist. Please avoid tagging or marking emails in any other client as the tags/flags/marks are unlikely to persist once you close down your email client and restart it. In http://msdn.microsoft.com/en-us/library/ee624841(EXCHG.80).aspx shows support for custom flags is optional in the IMAP standard (RFC) and Exchange chooses not to implement them.
Something happened during migration:
Some of my emails have been "quarantined". What does this mean?
On migration of your email to Oxford Nexus, all email will be checked for known viruses and malware. When it finds one, it will be sent to a quarantine folder.
I have some corrupted emails since moving to Oxford Nexus.
Herald Webmail was excellent at storing anything sent to it regardless as to whether it was corrupt or not. Oxford Nexus is not tolerant of corrupt emails and during migration if any are detected they will be packaged up and emailed to you. Depending on their state you may or may not be able to open them. Tests indicate that most corrupt emails are actually spam.
I have lost all of the 'flags' ('marks' or 'tags') on my emails.
All users were warned previously that these flags/marks/tags could not be migrated.

If this meta-data was of great importance to you, please see your IT support for options regarding the restore of your mail store or for gaining access to a read-only copy of your old Herald mail store. There is likely to be a charge for this service.

Several of my folders with similar names have been merged together.
All users were warned previously that this could happen and encouraged to change the names of such folders. The Oxford Nexus system cannot accept folders differing by case only. On migration all emails from such folders are automatically placed into one combined folder instead.
The list of folders in my email client has changed
During migration, a set of new folders are created in your account and displayed in your client (such as Calendar, Contacts, Deleted Items, Journal, Junk E-Mail, Notes, Outbox, Sent Items, Tasks). These are part of your Nexus account on the Nexus server. If your folder names include a special character (such as &), this may have changed during migration. You can change the folder name back to what it was, if you prefer that.
Email sent from a shared mailbox is not saved in the Sent Items folder of the shared mailbox in Outlook 2007

Outlook 2007:

The default behaviour in these versions of Outlook is for all items you send to appear in the primary account's 'sent items' folder. Similar behaviour is exhibited for deleted items. If you wish to have sent items/deleted items appear in the project account's folders it requires a registry change.

WARNING: We recommend you contact your IT support staff for this task and do *not* make registry changes yourself. It can cause serious problems with your computer. Never edit the registry without a backup of your system.

With those points borne in mind, see the instructions on the Microsoft Support pages at http://support.microsoft.com/kb/972148. You may also require the Outlook 2007 Service Pack 2 and the Outlook 2007 hotfix package. They can be downloaded from the following pages: http://support.microsoft.com/kb/953195 for Service Pack 2 http://support.microsoft.com/kb/970944 for the Outlook 2007 hotfix.

Outlook 2010:

Add the project account into Outlook's 'email accounts' dialogue box as a completely separate email account (do not use the open other mailbox' preference setting to add your project account).

To do this, open the 'account settings' button and select 'email accounts'. Click 'new' and complete the wizard with the project account's information. The two mailboxes will then both appear one below the other in Outlook. New emails will be sent from whichever mailbox has focus at that time. Emails sent will appear in that same account's 'sent items' folder.

Can I change where my 'sent items' are saved?
By default all emails that you send are saved in the 'sent items' folder. Some email clients permit this to be configured differently. For example, in Outlook's preferences ('Tools', 'Options', 'Preferences', 'Email Options') the 'Message Handling' setting allows you to switch off the feature so that outgoing messages aren't saved at all. Or, under 'advanced options', you can tick a box to have sent messages stored with the original message. This will apply in subfolders (although not in the inbox itself).
Items that are deleted from a shared mailbox go to the wrong folder in Outlook
To solve the problem you will need to edit the computer registry. See the instructions on the Microsoft Support pages at http://support.microsoft.com/kb/202517.
I've accidentally deleted some email messages
You may be able to restore the deleted messages. See the Deleted email - restore page for details.
Birthdays are late on iPhone and iPod
Birthdays may appear off by one day when synced to an iPhone or iPod from Outlook 2003 or Outlook 2007 Contacts. Apple describes how to fix this on an Apple support page.
I am trying to share a calendar, I click the share calendar link but when I try to send, I get the error "Calendar sharing is not available with the following entries because of permission settings on your network"
Try selecting the user from the Global Address List instead of typing in their address directly. Click on the To: button in the sharing dialogue, then search for and select your recipient from the list that pops up.
I am having a problem with OWA. I am trying to set rules in my project account through OWA on IE. The problem is that when I click on "Options" I do not get "rules" in the left pane, but it looks like OWA Light.
The reason this is happening is due to an accessibility setting within the "options" area in OWA. When this feature is enabled, it defaults to the OWA Light interface. Removing that setting then allows you to login to OWA premium as per normal.
I am having problems in Outlook with the University address book (GAL)
See Turn on or off 'Cached Exchange Mode' in Outlook 2007 or Turn on or off 'Cached Exchange Mode' in Outlook 2010
I am using a Mac and when I send a large message that is still within the size limit it is not being delivered
Nexus supports Mac email clients that use Exchange Web Services (EWS) in addition to IMAP and POP. EWS is the format used by default within Outlook 2011 and Apple Mail (Snow Leopard onwards), amongst others. The Nexus service will carry messages up to 100MB in size but there are some circumstances in which large messages may fail to be delivered even when apparently under this size limit.
The EWS service has its own limits applied to ensure that denial-of-service attacks, or simply a few demanding client computers, do not have a negative impact on other service users. For this reason EWS clients should be aware of the following:
  • The server will wait for up to four minutes for your content to be uploaded. If you are attempting to send a very large message and you are on a slow network, there may not be enough time for your computer to transmit the content within that time. If this happens the server may terminate your connection before the data has finished being transferred. Should this happen, your message will not be sent. You may find that your email client has saved the message in your ‘drafts’ folder and you can attempt to re-send it when you are on a faster network.
    If you are regularly on a slow connection you may wish to consider using an alternative, such as placing your attachment on SharePoint, or using the Oxfile service, and emailing your recipient a link to that content instead.
  • In many EWS email clients, the size of an attachment increases when the data is encoded during the attachment process. When sending a message with a large attachment please check that the encoded message size is under the 100MB limit
General Outlook problems
If your Outlook client is not behaving as expected please check with your local IT Officer who can consult our Outlook checklist. See Outlook checklist and further information.
I need more help!
If you are still having trouble please:

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