5. Frequently asked questions

Click on one of the topic names to view the questions for that topic. To view the answer for any question, click the '+/-' link. Click again on any link to hide its contents. (If the links don't work for you, see the advice at the bottom of this page.)

  • [+/-] Before my upgrade
      • I heard that Apple Mail may have an issue for a while. Are there any effects on other Apple hardware and software? [+/-]
        On 14 February, and until your mailbox is upgraded, you may either need to re-configure or refrain from using Apple Mail, Apple iCal and Address Book on an Apple Mac computer. See Important changes for Apple Mail users for full details. If you do nothing, they should start working again automatically. Note that this change/impact is regarding this specific software only. Other Apple hardware (e.g. iPhones, iPods, iPads etc.) and the Safari web browser are not affected.

      • I keep having to log in twice to Outlook Web App [+/-]
      • I use Outlook 2011 or Entourage (with EWS) and I'm having trouble connecting [+/-]
        These two Apple clients should configure themselves with the new settings on 14 February and thereafter. If that doesn't happen for you, please ensure that you're giving it enough time. It takes about 2 minutes to 'automatically' change the settings, which can seem like a long time. If you get tired of waiting and shut it down and restart it, the 2 minute wait is begun again. So, please give it long enough. If it still doesn't work after that, seek IT Support who may be able to help you configure this manually. (Note to ITSS: this mechanism is dependent upon an autodiscover record being in the DNS for your unit.)

  • [+/-] My upgrade
      • When will my upgrade be? [+/-]
        There are two ways to find this out. 1) Your local IT Support Staff should be able to tell you approximately when your unit will be upgraded. Near the date, they will be able to tell you the exact night. 2) At around one week before your upgrade, you will receive a notification email confirming the date/time.

      • What time of day will my upgrade be? [+/-]
        All upgrades will take place between the hours of 10pm and 8am. On the night of your upgrade, you should endeavour to avoid using an email client. Please see the 'What if I'm working with email at the moment that I'm upgraded?' FAQ below if you are concerned that that will not be possible.

      • What if my upgrade fails? [+/-]
        What happens during your upgrade is that your mailbox (which contains all of your email, calendar items, contacts, to-do lists etc. etc. is being put into an 'Exchange 2010 state'. This does involve copying data from one place to another, but if a copy fails or if corrupted items are found, the copy is discarded and the upgrade does not go ahead. Your Exchange 2007 mailbox remains unmodified so that any failure results in the status quo (no change).

      • What if my mailbox already contains corrupted items? [+/-]
        This occurs in very few mailboxes. One or two days before your upgrade, a background copy process is begun which copies nearly all of your mailbox in preparation for the upgrade. It is at this stage that we are likely to detect corrupted items. If any are found, the upgrade is cancelled and you will stay with Exchange 2007. We will contact you to ask you to investigate these items. (They may be old drafts of emails that you have long since sent, for example, and you may be happy to delete them). Once the corrupted items have been repaired or removed, your upgrade can commence.

      • Will my deleted items be kept? [+/-]
        Yes. The only items that are lost are ones that have passed the 90 days of being in your Deleted Items folder, or that you have already deleted from your Deleted Items folder, or that you have already marked to be purged by (e.g.) pressing Shift-Delete on them.

      • What if I'm working with email at the moment that I'm upgraded? [+/-]
        The Nexus Team's advice is to try to avoid this situation if you can. The actual result of this situation is unpredictable. If you cannot avoid checking and replying to email, it may be best to use Outlook Web App instead (but save as 'draft' frequently any long emails that you are composing). Ideally avoid all emailing. Problem scenarios include being cut off half way through composing a long email and losing your text or having to re-boot your machine to re-set email client software that is behaving badly due to being open at the time of your upgrade. We expect that almost all email software clients will need to be restarted with the exception of IMAP clients which may merely prompt for a log in.

      • What about email and calendars on my hand held client during my upgrade? [+/-]
        Mobile clients are usually a little more robust, being used to lost connections. It's best to suspend the synchronising if you can. However, if you find that difficult, then there is a very good chance that your client will manage without too much undue effect.

  • [+/-] After my upgrade
      • How will I know if I have been upgraded? [+/-]
        Two ways: 1) You will have received a 'Welcome to Exchange 2010' email; 2) If you visit OWA, it will now look like the Graphic of the general email appearance of Outlook Web App for Exchange 2010.

      • I think I lost something during the upgrade [+/-]
        This is highly unlikely as a strict item count is carried out before and after copying your mailbox, and this is done to a fraction of a second, even if you were to be using email at the time of your upgrade. If those counts do not tally, then the copied data is discarded and your upgrade is aborted at the final moment. The OUCS Help Centre has access to logs of this process and can confirm item counts etc. if you have any questions.

      • Will my email client work? [+/-]
        The Nexus Team anticipates that all clients that worked prior to the upgrade should continue to do so after the upgrade to Exchange 2010. Nevertheless, please avoid using email client software during your scheduled time for upgrade (see the 'What if I'm working with email at the moment that I'm upgraded?' FAQ below for more information).

      • Will my web browser work? [+/-]
        Please see the list of supported web browsers on the What differences should I expect with Exchange 2010? page. Other browsers should give rise to the OWA-light interface. However, it cannot be guaranteed that browsers outside of the aforementioned list will function successfully. Please try with your preferred browser.

      • I've been upgraded but I still see the basic OWA-Light interface [+/-]
        OWA-Full is able to work on the three popular operating systems around the University (Windows, MacOS, Linux), although there are exeptions for unusual configurations.
        Firstly check that you have the correct web browser/operating system combination (see the list of supported browsers on the What differences should I expect with Exchange 2010? page).
        If your combination should work, please see the guidance under Browser issues' on our 'known issues' page.

      • "This folder couldn't be opened. You might not have permission to open it, or it might not exist anymore." [+/-]
        You may see this in OWA during the coexistence period. It appears when you have been upgraded but the other calendar (or folder) that you should have access to has not yet been upgraded. This may be an intractable problem, but can often be remedied by removing the link to the folder/calendar and adding it again. To remove and add a calendar (or room or resource calendar) in OWA, right-click and select 'Remove Shared Calendar'. Then find the 'Share' button at the top of the window and select 'Add Calendar'. Then, make sure 'Calendar from your organization' is selected and click on the 'Name...' link. Find the calendar and double-click on it. It should appear at the bottom of the screen. Click 'OK'. Now you should be able to access it if you have the right permissions set.

      • I can't access calendars from other mailboxes in OWA [+/-]
        If you were able to do this before you were upgraded and you find that you cannot now, it could be that those calendars (mailboxes) have not yet been upgraded. Try the fix outlined in the This folder couldn't be opened... FAQ.

      • I use Outlook 2011 or Entourage (with EWS) and I'm having trouble connecting [+/-]
        These two Apple clients should configure themselves with the new settings on 14 February and thereafter. If that doesn't happen for you, please ensure that you're giving it enough time. It takes about 2 minutes to 'automatically' change the settings, which can seem like a long time. If you get tired of waiting and shut it down and restart it, the 2 minute wait is begun again. So, please give it long enough. If it still doesn't work after that, seek IT Support who may be able to help you configure this manually. (Note to ITSS: this mechanism is dependent upon an autodiscover record being in the DNS for your unit.)

      • I'm using Outlook Web App and I can't find my 'remembered' email addresses [+/-]
        Please see our 'known issues' page for known browser issues.

      • Picking up external calendars (e.g. google calendars) via OWA doesn't seem to work. [+/-]
        This functionality may be enabled soon, but does not work at present.

      • OWA is grouping my emails in 'Conversation view' [+/-]
        Please see our 'known issues' page for known browser issues.

      • My spell checker doesn't work [+/-]
        If you are missing a spell checker, this should mean that you are using OWA-Light, as OWA-Full has a spell checker built-in. (If you think that you should be using the Full functionality, see the other FAQ, I've been upgraded but I still see the basic OWA-Light interface, above.)
        If you have (or prefer) to use OWA-Light, it is usually possible to use your web browser's built-in spell checking functionality.
        Please see our known issues page for more information.

      • Using Internet Explorer, I don't see when new emails arrive [+/-]
        This is a known issue with a simple fix. Please see our 'known issues' page for known browser issues.

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