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Frequently Asked Questions



Accessing Exchange


Additional Support for Exchange



  1. What is Exchange?

    Exchange is a Microsoft integrated email, calendar, contacts and task management system that supports browser, client and mobile device access.  The JMU Exchange system is run by the Department of Information Technology and access is provided automatically to all actively employed faculty and staff.

  2. How and when do I obtain an Exchange mailbox?

    • Faculty and Staff:
      • Exchange mailboxes are created automatically for all faculty and staff members during the e-ID account creation process. This process runs several times daily.

        Note: delays in this process may occur if major system upgrades are taking place, there is a backlog of data entry in the Payroll department, a Payroll Action Request (PAR) form was not submitted in a timely fashion, or if there is incomplete data on the PAR form.
    • JMU Affiliates:
      • Individuals who are associated with the University, but not paid by the University, will not automatically receive an Exchange account. To be considered for an Exchange account, the department sponsoring the individual must complete and submit the JMU Affiliate Service Request Form to Payroll.

    • Student Employees:

      A supervisor or department head may request an account for a student employee based on the following needs:
      • The student is a graduate assistant.
      • The student is a teaching assistant.
      • The student needs access to a shared resource (shared or departmental mailbox, vehicles, etc.) to do their work.
      • The student needs access to another user's resource (i.e. staff calendar for scheduling purposes) to do their work.
      • The student deals with sensitive data or university business that should remain on JMU's Exchange server. Student Dukes mailboxes are NOT hosted on a JMU server.

  3. How do I request a Shared Mailbox, Calendar, Resource, or Distribution Group?
    These requests may be requested online via the Exchange Service Request Form. 

  4. How do I know if my Exchange mailbox has been created?
    The most accurate method to determine if a new employee, affiliate, or student employee has an Exchange mailbox is to attempt to log in to Outlook on the web.

  5. Whom should I contact if my Exchange mailbox has not been created?
    • If your mailbox has not been created, you should contact your supervisor to be sure that all necessary paperwork has been completed.
    • If paperwork has been completed, your supervisor should contact Payroll to ensure that the data has been processed.
    • If after 24 hours you can log into MyMadison but not Outlook on the web, your supervisor should contact the IT Help Desk and provide them with this information. 

  6. Is there a separate password for my Exchange mailbox? 
    No. You log into your Exchange mailbox with your e-ID password.  Be sure to update any mobile devices or computers connected to Exchange within one hour of changing your e-ID password or your account may lock.

  7. How much quota, or space, am I allocated on the Exchange server?
    You are initially provided 10GB of total storage on the Exchange server for your mailbox, calendar, contacts, tasks and notes. For further information on quota, limits, and warning messages, see the Troubleshooting section below.

  8. What are some common Exchange terms?
    • Outlook on the web - Name for the Exchange web browser interface.

    • Outlook - Full email client from the Microsoft Office suite. Examples: Office 2013 and 2016 for Windows; Office 2011 and 2016 for Mac

    • Exchange - Microsoft email server software.

    • ActiveSync – Protocol used to connect a supported mobile device to Exchange

    • IMAP/SMTP - Protocols used for clients other than Microsoft Outlook to connect to Exchange

    • Mailbox - A user's entire Exchange data set that includes mail messages, calendar appointments, contacts, notes, and tasks stored on the Exchange server.

    • Shared Mailbox – Also referred to as a Departmental Mailbox, this mailbox has an email address and its own quota separate from your own mailbox. Multiple people can “own” and manage a Shared Mailbox.

    • Shared Calendar – Also referred to as a Departmental Calendar, this calendar functions separately from your personal calendar. Multiple people can “own” and manage a Shared Calendar.

    • Resource – A type of Shared Calendar that is typically used to schedule a room, vehicle or piece of equipment. These calendars have advanced settings that allow for automatic scheduling. Multiple people can “own” and manage a Resource.

    • Distribution Group – A list of specific email addresses to which emails can be sent using a single address. By default, Distribution Groups appear in the Global Address List for anyone to use. Multiple people can “own” and manage a Distribution Group.

    • Autodiscover - The process Outlook uses to automatically configure your client’s settings with the Exchange server.

    • Global Address List (GAL) - The Exchange address book that contains all users and resources.

  9. I am a faculty (or staff) member as well as a student (or a recent JMU alumnus). Do I have two email accounts?
    Yes, you will have two email accounts and addresses: an e-ID@jmu.edu account for your employee-related work, and a Dukes account (e-ID@dukes.jmu.edu) for your student/alumnus email correspondences.  Emails addressed to e-ID@jmu.edu will be delivered to your employee account (Exchange); emails addressed to e-ID@dukes.jmu.edu will be delivered to your student account (Dukes). If you would like to manage all your email in one place, you can have Dukes emails delivered to your employee account by setting up forwarding (but forwarding from Exchange to Dukes is not allowed according to the Electronic Messaging Policy 1209):
    • Log into http://dukes.jmu.edu  using e-ID@dukes.jmu.edu as your username
    • Click the Gear in the top right hand corner of the screen
    • In the search bar that appears, type “Forwarding”
    • Select the option labeled “Forwarding: Forward email to another email address”
  1. I am both a student and an employee. I have a Dukes account for my schoolwork and an Exchange account for my job. Will student-related emails automatically go to my Dukes account, and employee-related emails automatically go to my Exchange account?
    The goal is “YES!” We are working with the different systems on campus to send emails to the appropriate place depending on the context of the message. For now, it is important to monitor both accounts, or setup your Dukes account to forward email to your Exchange account so all your messages reside in one place. 
  1. Can I forward my JMU email to another email service provider or to my Dukes account?
    No, JMU's Electronic Messaging Policy 1209 states:  "Employees/affiliates may not automatically redirect email sent to their official JMU account to another email service."  
  1. When is access to my Exchange email account or mailbox removed?
    Access to your email account is determined by the e-ID grace period as it applies to your role at the university.  In certain circumstances HR may request that a user’s e-ID and other account(s) including Exchange be disabled immediately.
  1. I’m leaving JMU. What should I do before my Exchange account is disabled?
    • Set an Out-of-Office reply indicating that you are no longer at the university and include an alternative way to contact you if applicable.
    • Change mailing list (Listserv) subscriptions to use your personal email address and unsubscribe from those you no longer wish to receive.
    • Forward any personal email in your JMU Exchange account that you wish to retain to a personal email address.

  2. How can I get back into my Exchange account for important emails if I failed to take care of this before I left the university and my account was disabled?
    • You cannot get back into your Exchange email account once your account has been disabled.


Accessing Exchange

  1. What email clients does JMU IT support?
    For recommended clients please see Accessing Exchange Email.
  1. How do I connect to Exchange on my personally-owned computer? 
    The simplest method is to use Outlook on the web by navigating to https://exchange.jmu.edu. To configure an email client, please see Accessing Exchange Email.

  2. How do I set up Exchange on my mobile device? 
    Please see Accessing Exchange Email.

  3. How can I access a Shared Mailbox or Calendar?
    For client specific information please see Accessing Exchange Email

  4. How can I request a new Shared Mailbox, Calendar, or Resource?
    You can request these types of mailboxes and calendars by filling out the Exchange Service Request Form on http://www.jmu.edu/computing/forms.

  5. How can I view another person's calendar? 
    If you wish to view another person's calendar in Exchange, you must request that they share their calendar with you. They need to grant you rights before you will be able to view their calendar.

  6. How do I share a calendar, mailbox, etc.?
    In Outlook: Right-click on the item (calendar, mailbox, contact folder) that you wish to share and select "Change Sharing Permissions..." From this option, you can add Exchange users or distribution groups that you wish to allow access to your calendar and set specific permissionsPlease Note: Be very careful with this function. Incorrectly setting permissions can result in exposing mail, appointments, contacts, etc.



  1. I received a suspicious email, what should I do?
    If you receive a spam email or one that looks suspect, you can move it to your Junk Email folder or delete it. If you are receiving multiples of a certain type of spam email, you can forward the message as an attachment to spam@jmu.edu. If the email is malicious, it can be forwarded as an attachment to abuse@jmu.edu.

  2. How do I check my quota?
    In Outlook and Outlook on the web you can easily check your quota usage.

  3. Do calendar appointments take up quota space? 
    Yes, mailbox quota includes all data in your Inbox, Calendar, Tasks, Contacts, Notes, etc.  Calendar appointments do not take up as much “space” as an email with an attachment. 

  4. I received a warning email saying that I have neared or reached my inbox quota, is this message real?
    You will receive a warning email when your mailbox reaches the quota limit (see above on how to check your quota).  When your storage approaches your quota limit, you may be unable to send and receive new mail until you permanently delete some of your existing content on the Exchange server. Please note that IT will never send out a warning quota message asking for personal information or passwords - these are scams. For more information on how to tell if a message is legitimate, please visit the IsItReal? tutorial.

  5. Do Junk Email and Deleted Items affect my Quota?
    Yes, but Exchange automatically cleans up the Junk Email and Deleted Items folders (for deleted messages, calendars, tasks, contacts, notes, etc.) according to the following parameters: 

    • Junk Email Folder Retention Period:  15 days from receipt of message
      A message will stay in the Junk Mail folder for 15 days before it is automatically moved to the Deleted Items folder.  This time period is based on the received date of the message.

    • Deleted Items Retention Period:  30 days
      Messages will remain in the Deleted Items folder for 30 days. Messages are then moved to a hidden folder called Recover Deleted Items, where they will remain for another 30 days. Recover Deleted Items can be accessed by right clicking on the Deleted Items folder in Outlook on the web and selecting “Recover Deleted Items.”

  6. How many recipients (To:, CC:, BCC:) can I add to a single message?
    In order to restrict access by email accounts that have been compromised or phished, the off-campus recipient limit is less than this and may have other restrictions.  If you have any questions, please contact the Information Technology Help Desk for additional information.

  7. Why can’t I send a message with an attachment?
    The maximum size of a message sent or received in Exchange is 30 MB. This is the limit for the entire message, including any and all attachments. If sending to a recipient outside of Exchange, their message size limit may be lower than 30MB.

  8. How can I change the way my name is displayed in the Global Address List?
    If you would like to display a nickname or a preferred name (perhaps a middle name, rather than a first name) in the Exchange Global Address list (GAL):
    • Log into MyMadison.
    • Click on the Employee Tab.
    • Click Personal Information under the Personal Information Section.
    • Fill in the Preferred First Name box with the name desired.
    • Within 8 hours, your new name preference will be displayed in the Global Address List.
    • If you have legally changed your name and would like your JMU accounts to reflect this:

    • Visit Payroll/Human Resources (for faculty and staff) with your new social security card to make the name change. Students should contact the Registrar.
    • Payroll and Human Resources will contact the Registrar or appropriate Information Technology staff to make the change.
    • You will be notified to schedule a date for the change to occur.


  9. Why are my calendar entries behaving strangely?
    Individuals and departments who heavily use the Exchange calendar and experience should review the Best Practices for Exchange Calendaring.

  10. Can I change how a Resource or Room is scheduled?
    Detailed information can be found in the Outlook Calendar Resource tutorial entitled "Resource Settings: Defaults and Explanations."  

  11. In Outlook on the web, why do I have multiple messages linked together?
    By default, Outlook on the web uses a Conversation View in all email folders.  Conversation View shows all messages in a conversation in a single view, no matter what folder each individual message is stored in.  To turn off Conversation View, click “View” above the inbox search field and then click to remove the check mark beside “Use Conversations”.

  12. Can deleted messages be recovered?
    Yes.  A deleted message can be recovered from the "Deleted Items" folder. Messages in the “Deleted Items” folder will be purged after 30 days. They are moved to a hidden folder that can be accessed in Outlook and Outlook on the web. Items remain in this folder for an additional 30 days.
    • In Outlook: On the Folder tab in the Outlook Ribbon (2013, 2016), click “Recover Deleted Items.”
    • In Outlook on the web: Right-click on the “Deleted Items” folder under your Mailbox and select “Recover Deleted Items” from the menu.

  13. Why am I not receiving an email someone has sent me?
    If you use the Outlook desktop client, JMU IT recommends that you set your Junk E-Mail Options to “No Automatic Filtering” since the Exchange server is already filtering all incoming messages. You can also specify senders that should always go to your Inbox by adding their addresses to your Safe Senders list.
    • Changing Junk E-Mail Options in Outlook:  On the Home tab of the Ribbon click Junk and then select “Junk Email options.” In the window that appears, click the radio button for “No Automatic Filtering,” and then click Apply. 
      Junk Email
    • Adding An Address to the Safe Senders List: To add a sender to your "Safe Senders" (and move their email message from your Junk Email folder back into your Inbox), click to select the email in your Junk Email folder, then click the button Not Junk (on the toolbar) and leave the check mark by “Always trust email from….”  Click OK. For other ways of adding to your "Safe Senders", please type in "Safe Senders" in the Outlook Help Screens.

  14. Why am I not receiving emails with attachments?
    JMU does not allow certain types of attachments that are commonly used to deliver malicious software. If someone’s attachment is not making it to your inbox, they should rename the file to have one of the following extensions: *.jmu, *.piz, or *.z1p. You will need to rename the file to have the appropriate extension when you receive it.

    Attachments with the following extensions will be stripped from messages:
    *.{*, *.ade, *.adp, *.ani, *.b64, *.bas, *.bat, *.bhx, *.cab, *.chm, *.cmd, *.com, *.cpl, *.crt, *.exe, *.folder, *.fpx, *.grp, *.hhp, *.hlp, *.hta, *.inf, *.ins, *.isp, *.js, *.jse, *.lnk, *.mde, *.mim, *.msc, *.msi, *.msp, *.mst, *.pcd, *.pif, *.rar, *.rdp, *.reg, *.scf, *.scr, *.sct, *.shb, *.shs, *.uue, *.vb, *.vbe, *.vbs, *.wmd, *.wsc, *.wsf, *.wsh, *.zip

Additional Support for Exchange

Information Technology Training offers training courses.

If you have email questions that were not answered in this FAQ, please contact the Information Technology Help Desk at 540-568-3555 or email to helpdesk@jmu.edu.