General Email FAQ & Tutorials

FAQs

 I know I have more email - why can't I see it?

It could be that your Outlook email has the new Focused Inbox turned on by default. Outlook's Focused Inbox. Outlook's new Focused Inbox displays only what it considers to be your important email on the Focused tab.  The rest of your email displays on the Other tab.  You can turn off your Focused Inbox if you would like to see all of your email display nice and tidy in the same email list.

Here's how to turn off/on your Focused Inbox.


 Is there a limit on how many recipients I can send to in a day?

Yes, Microsoft Exchange allows a mailbox to send the following:

500 recipients maximum within an email’s To/CC/BCC lines.

If a mailbox attempts to send to more than 500 individual recipients in a message, it will receive a Delivery Status Notification (DSN).  The message will need to be resent with fewer recipients.

A total of 10,000 user accounts emailed in a 24-hour period.

If a mailbox surpasses the 10,000 messages per day limit, it will receive a Delivery Status Notification (DSN) message.  No additional messages can be sent from that mailbox for 24 hours.

Note: Exchange Distribution Lists that display in the Outlook Address Book count as a single recipient.

 Can I connect my personal device to my UWSP email account?

Yes, setup instructions are available on our Email Setup Tutorials page.

 What is my email address?

If you are a student visit our student email address page to learn about your email addresses. If you are a faculty/staff member visit our faculty/staff email address page.

 Can I access another e-mail mailbox if I have permissions?

You can do this easily once the account owner has given you permission to add the mailbox. After you have received account owner permission, please see our Add/View an Additional Email Account page.

 What do I need to know about adding student staff to our department mailbox?


Student accounts should not be used for department work.  Staff accounts should be created in DIMS for all new student employees.


Add student staff to a department mailbox

Two things must be completed first.

  • Your student worker must activate their Student Staff account.

  • You must add the student staff account to the MB Access group that that has permissions to your department mailbox.

Once the student staff account is activated and it has been added to the department MB Access group the student staff person should,

  1. Log in to their department work computer with their student staff account – NOT their student account.

  2. Open the installed Outlook desktop application (not OWA) and add the department mailbox to the student staff mailbox by selecting File at the upper-left in Outlook, then click Add Account and enter the full mailbox name, e.g. oie@uwsp.edu.


Student staff accounts which have not yet been activated

If you have students who have not yet activated their student staff accounts, the account may very likely have an automated Abandoned Mailbox Policy applied.  Your department DIM and their abandoned student staff account would both have received an email to this effect at the time.

The Abandoned Mailbox Policy:

  • deletes all messages over 30 days old in the mailbox, and

  • sets up an out-of-office message.

Once the account is activated, the abandoned account notifications will stop.  The Out of Office message reporting the account is unmonitored will not stop until the student removes the Out of Office from the Student Staff mailbox.  That account will receive an email with information that the Abandoned Mailbox Policy has been removed, and that the Out of Office message must be removed manually.


Student staff who are currently using their personal student email for Department work

If you have student workers who are currently using their personal student email for their work in your office, have them:

  • Add their Student mailbox as a second mailbox to their Student Staff mailbox.

  • Move all work-related email from their Student mailbox to their Student Staff mailbox.

  • Ensure that all work-related email is removed/deleted from their Student mailbox.


UWSP policy for Student Staff accounts

Our Information Security Office is working on defining a UWSP policy for Student Staff accounts that supports Regent policy on Information Security.

Some of the most important reasons for this policy are:

  • Student mailboxes containing department information can become subject to Open Records Law searches.

  • Student logons should not be given access to FERPA-related information – this should be taken into account as well when assigning them permissions to applications, SharePoint and shared folders.

  • Work correspondence that originates from and comes into a Student mailbox is lost to the department if the student’s employment ends.

  • Work correspondence that originates from a Student mailbox looks less official and does not represent our University well.

  • Work correspondence conducted through a Student mailbox will leave department-related emails in the student’s mailbox well after a student leaves your employment.

 How do I find a mailbox owner?

  1. Open Outlook's Address Book and locate the mailbox.

  2. Scroll to the right to the Alias column. You will use the Alias of the mailbox for the next step.


  3. Open/start a new email.

  4. In the Subject line, type the Alias of the mailbox.

  5. In the To... field type Info Tech Return Ownership.  Press Ctrl+K to resolve this to an email address (You can also type in InfoTechReturnOwnership@uwsp.edu).


  6. Add nothing else to the email and click Send.

  7. You will soon receive an automated email from the Postmaster listing the Owner(s) of the mailbox and which person or list can be emailed to request to be added to the list membership.


 I can't send messages?

You may not be able to send messages for a variety of reasons:

  • As a student you may have violated the email policy and restrictions on your account may prohibit you from sending messages for a period of time (you would have received a specific email message detailing the violation and the length of restriction [which is normally one week]).

  • If you receive an error message in response to an email(s), you may have reached a specific limit in the email system. Please contact the Service Desk if you have questions regarding the error message.

  • You may be trying to send a message to a restricted list from an account not authorized to send to the list. For example, you may be attempting to send the email from your personal account and only your department account is authorized to send to the list. Click here to create a new message addressed to UWSP's Postmaster.  Please include the exact error message you received.

If none of the above apply, please contact the Service Desk.

 My Outlook Address Book is out of date?

The UWSP Offline Address Book is updated automatically every hour.  To manually update the address book:

  • In Outlook 2016 select the Send/Receive tab

  • Click the drop down arrow next to Send Receive Groups

  • Click Download Address Book

  • Click Ok

 Email I sent was returned to me, what do I do?

The address you used could be wrong. Check and make sure you typed in the address exactly as it should be, or if you used an auto-filled address, look it up in the address book and try sending again.

There could be a server down at the "other end." Try sending again - after verifying the correct address. 

If you have tried to send to a particular address multiple times and have verified that the address is correct, but you still are receiving undeliverable messages, forward the "Undeliverable" message to the IT Service Desk and they will attempt to troubleshoot.

If you are unable to send an email and are receiving an error message saying "Access denied, spam abuse detected", contact the IT Service Desk.

 What is my mailbox size?

Information about the size of faculty, staff and student mailboxes as well as information to help you best manage your mailbox can be found here.

 How do I include an email message as an attachment?

Outlook 2016

In a new email, click Attach Item on the Message ribbon. Select Outlook Item. Select the email you want to attach and click OK to add the email as an attachment.

Outlook Web App

Drag the email from your OWA email list onto the message body of your new email.

To do this,

At the upper-right corner of the email that you intend to send, click the Edit in a separate window button.


Position your email (now open in its own window) and OWA side by side on your screen.

In OWA, left-click and drag the email you would like to attach onto the message area of your email.

Complete your email message and Send.

 What is the Automatic Replies/Out of Office Assistant?

When you are "Out of the office" Outlook's Out of Office Assistant allows you to send automated responses to emails you receive.

  1. Click the File tab and select Automatic Replies.

  2. Select Send automatic replies and set a time range if desired.

  3. Write a message for your automated reply (note that you can customize your message for members of UWSP and non-UWSP (Outside My Organization).

    Out of Office Inside Organization
  4. On the Outside My Organization tab, select whether you want to send out of office messages to all emails from outside of UWSP or only those found in your Contacts list.       

    Out of Office outside of organization

You may also choose to add Rules... to do additional tasks such as automatically forward messages from your boss to a co-worker. 

Outlook Web App (OWA)

Automatic Reply settings in OWA are found by selecting Settings at the upper-right, then select Mail from the menu that opens.


On your Settings page, go to Mail at the left and select Automatic replies.  This takes you to Automatic Reply settings similar to those found in your installed version of Outlook.



 Pictures are not displaying on some of my email messages?

Visit Microsoft's website to learn about blocking or unblocking automatic picture downloads in email messages in Outlook.

 Can I schedule calendar meetings and Skype calls with other campuses?

Yes.  Below is a list of organizations federated with our campus allowing organization members to share Free/Busy calendar access to schedule meetings, and/or chat and video call via Skype for Business.

Skype / Calendar Federation

The following organizations allow you to instant chat and video call between members via the Skype for Business Microsoft Windows app.

​uwex.uwc.edu
uwplatt.edu​
uwsa.edu​uwrf.edu​
uwec.edu​uwstout.edu​
uwgb.edu​cvtv.edu​
uwm.edu​microsoft.com

Only Calendar Federation

The following organizations allow you to share Outlook Free/Busy calendar information to schedule meetings between organization members.

uwsa.edu
wisc.edu​academiccolab.org​
learn.uwsa.edu​uwex.edu​wenportal.org​
uwc.edu​ces.uwex.edu​wisconsinhumanities.org​
​students.uwc.edu
conted.uwex.edu​wisconsinmasternaturalist.org​
uwec.edu​ecc.uwex.edu​wiscontext.org​
uwgb.edu​ics.uwex.edu​wpr.org​
uwm.edu​uwex.uwc.edu​wpra.org​
uwplatt.edu​vilas.uwex.edu​wpt.org​
uwrf.edu​wgnhs.uwex.edu​
uwstout.edu​


​Cached Mode

 What is Outlook Exchange Cached Mode and Online Mode?

"Cached Mode" saves a copy of your Microsoft Exchange Server "cloud" mailbox to your local computer.  Your installed version of Outlook (the Outlook client) uses this local mailbox copy when reading and searching email. Your cached mailbox continually syncs changes with the Exchange cloud to keep your mailbox current.

Besides improving email performance, cached mode also allows you to continue work if your network connection is interrupted or unavailable, for example on an airplane. Once reconnected, your cloud and local mailboxes sync any changes that occur.

"Online Mode" directly accesses your cloud mailbox for all of your email work and searches. Since the Outlook client directly accesses your cloud mailbox in online mode, a spotty network connection can interrupt your work. A loss of connectivity means that your mailbox will be unavailable.

Disk space for the local mailbox file created by cached mode is typically not an issue with most computers.  Exceptions to this can be tablets which have limited storage capacity for a cached mailbox making online mode a better option.

Cached Mode is recommended and is the default at UWSP.

 Should I adjust my cached mode settings?

Cached Mode is recommended and is the default at UWSP.
If you do wish to adjust your cached mode settings, visit Microsoft's website to learn how to adjust cached mode connection behavior in Outlook.

Distribution List

 Where can I find information about UWSP's distribution lists?

 I need a distribution list to be available in the Outlook Address Book?

For a distribution list to be available in the Outlook Global Address list, please submit an IT Work Order. Only global lists can be made available to all in the Outlook Address Book. A personal distribution list is different than a global list and is only available to you.

For information on creating a personal distribution list, see the FAQ, "How do I create a Contact Group", below.

 How do I edit a global distribution list (DL)

  1. From Outlook's Home tab choose Address Book. Verify the Search field is set to Name Only and the Address Book field displays Global Address List.
  2. In the Search text box type the name of the distribution list. 
  3. Double-click to open the list properties.
  4. Click Modify Members... to Add/Remove list members.

 How Do I Create a Contact Group (Personal Distribution List)?

Here are quick instructions for creating a personal Distribution List (i.e. Contact Group) from your Contacts and Address book entries.

Click here for information on how to use an Excel . csv file to bulk create accounts in your Outlook Contacts list prior to adding them to your personal Contact Group.

Managing Spam and Junk Mail

 What is UWSP Spam and Junk Mail Solution?

UWSP has adopted Proofpoint Email Protection as its technology to help protect against email threats such as phishing and targeted attacks triggered when a malicious URL is clicked.

For more information on Proofpoint, your Quarantine digest email report and managing your safe and blocked senders lists in your Proofpoint portal, visit our Email Anti-Spam Software page.

 How do I access my Proofpoint Spam Quarantine?

A Proofpoint Quarantine Digest (QD) report is emailed daily to all UWSP faculty, staff and students who have one or more messages detected and quarantined as 100% spam within 24 hours prior to the Digest's sending date/time.

Make sure to review your Quarantine digest each day for items and senders you may want to allow or permanently block.

Your Quarantined emails can also be managed through your Proofpoint portal.

For more information on Proofpoint, your Quarantine digest email report and managing your safe and blocked senders lists through your Proofpoint portal, visit our Email Anti-Spam Software page.


 How long are messages retained in quarantine?

Messages quarantined as 100% spam can be found in your Proofpoint portal up to 24 hours prior to receiving your daily Quarantine digest email report. Once you receive your Quarantine report, your Proofpoint Quarantine folder is emptied. Any emails from senders that you did not allow or block in your last Quarantine email report will most likely be listed in future quarantine reports.

 How do I permanently allow or block a sender?

In your Quarantine digest email report:

  • Click Allow Sender or Block Sender for that email entry.

From your Proofpoint portal:

  1. log in to your Proofpoint portal and select Lists at the lower-left.

  2. From the upper-left select Safe Senders List or Blocked Senders List (be patient. Your selected list may take some time to load).

  3. Directly above the list of senders click New.

  4. Enter the email address you would like to add to your selected list.

  5. Save.

 Legitimate emails were quarantined. How do I allow a sender?

In your Quarantine digest email report:

  • Click Allow Sender for that email entry.
  • If you delete the report for that day and took no action on a quarantined email, simply wait for the sender to list again in your Quarantine report email and then click Allow Sender.

From your Proofpoint portal:

If you previously blocked a sender you now want to allow:

  1. Log in to your Proofpoint portal and select Lists at the lower-left.

  2. From the upper-left select Blocked Senders List (be patient. Your list may take some time to load).

  3. Place a check next to the sender you want to release and click Delete directly above the list to remove it from from Blocked Senders.

You can now wait for the sender to show up in a future daily Quarantine digest email report where you can click Allow Sender, or add the sender to your Safe Senders List directly through your portal.

​Email Tutorials

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​This section is hidden. I added it to help track how the FAQs are numbers.


I know I have more email - why can't I see it?
Is there a limit on how many recipients I can send to in a day?
Can I connect my personal device to my UWSP email account?
What is my email address?
Can I access another e-mail mailbox if I have permissions?
(12) How do I add my student staff to our department email?
(13) How do I find a mailbox owner?
(14) I can't send messages?
(16) My Outlook Address Book is out of date?
(18) Email I sent was returned to me, what do I do?
(20) What is my mailbox size?
(22) How do I include an email message as an attachment?
(24) What is the Automatic Replies/Out of Office Assistant?
(28) Pictures are not displaying on some of my email messages?
(30) Can I schedule calendar meetings and Skype calls with other campuses?
(32) Cached Mode
What is Outlook Exchange Cached Mode and Online Mode?
Should I adjust my cached mode settings?
Distribution List
Where can I find information about UWSP's distribution lists?
I need a distribution list to be available in the Outlook Address Book?
How do I edit a global distribution list (DL)
How Do I Create a Contact Group (Personal Distribution List)?

Managing Spam and Junk Mail

Email Tutorials


​Have questions?  Contact the Service Desk!