A-to-Z Index

Exchange

Frequently Asked Questions

Help Help
General
Exchange Accounts
Quota
Messages
Calendars
Shared or Departmental Mailboxes 
Mobile Devices
Advanced 

Help 

  1. Are help and training available?
    Many questions can be answered quickly through the online help in your email client. For help in Outlook Web App (OWA), Outlook or other email clients, click the Help that can typically be found in the upper right-hand corner of the window.  Microsoft provides a "Getting Started with Outlook Web App" website. Atomic Learning Tutorials are also available for Outlook , Entourage and other email clients. Information Technology Training offers online tutorials and training courses.

    If these don't answer your questions, please feel free to contact the Computing HelpDesk. Non-urgent questions should be emailed to helpdesk@jmu.edu.

General

  1. What additional features are in Exchange Server 2010 Service Pack 1 Outlook Web App (OWA)?
    • The Reading Pane can now be displayed at the bottom. To choose Reading Pane options, click View and then click Right, Bottom, or Off according to your preference.
    • Themes have been added. Themes allow you to choose the look of OWA.  To select a theme click Options and under Select a Theme click on the Theme of your choice.
    • A Check Mark Feature has been added to more clearly indicate which message is selected.
    • The Font is now larger and easier to read.
    • Breadcrumbs have been added (on the top left) to display your current navigation path.
  2. What terms do I need to know?
    • Outlook Web App (OWA) - Name for the Exchange web browser interface
    • Outlook - Full email client from the Microsoft Office suite
      Exchange - Microsoft email server software
    • ActiveSync - Application for connecting a mobile device to Exchange
    • Outlook Anywhere - Connectivity protocol for the Microsoft Outlook client to Exchange
    • POP/IMAP - Connectivity protocols for clients other than Microsoft Outlook 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.
    • Autodiscover - Process used by Outlook 2007 to automatically configure your Outlook client to Exchange.
    • Global Address List (GAL) - The Exchange address book that contains all users and resources.
  3. In Outlook Web App, what is the difference in "Public or Shared computer" versus "Private computer" when logging into my account?
    The Inactivity Timeout  for a “Public or Shared Computer” is 15 minutes.  This specifies the amount of time a connection can be inactive before automatic logout if the “Public or Shared Computer” option is selected upon initial login.
    The Inactivity Timeout for a “Private Computer” is 12 hours.  This specifies the amount of time a connection can be inactive before automatic logout if the “Private Computer” option is selected upon initial login.

  4. What is the preferred email access method?
    Outlook Web App (OWA) will provide the most convenient platform for public computer access. This will allow you to access your email, contacts, and calendar from any Internet connected computer with a web browser.   For additional functionality, you may wish to use Outlook 2010 or Mac Mail to access your Exchange account.  If you currently use Outlook 2003, it is recommended that you upgrade.

  5. Will you have to use SSL VPN to use Outlook from home?
    No, if Outlook is configured for Exchange it is “Anywhere” access to JMU’s Exchange server.

  6. Do you have documentation available for setting up Outlook to use at home?
    Yes, see how to configure an email client on Accessing Exchange email

  7. Am I required to use Microsoft Outlook, OWA, Entourage with Web Services or Mac Mail to access email?
    No. If you have an alternate mail client that uses IMAP or POP, you can continue to use those clients to access your Exchange email messages with limited support. Some functions such as contacts, tasks, and calendars may not be available from these clients.

  8. Can we set up Exchange on our mobile phone?
    See Mobile Devices below for support information

  9. I cannot log into my Exchange email because I am receiving a Security Alert message about a problem with the site’s security certificate error. What should I do?

    You may receive a message such as this if you need to register your computer on the JMU network. To remedy, close Outlook, open a web browser, if the Computer Registration Screen appears, register your computer. If this does not resolve your issue, please contact the Computing HelpDesk at 568-3555.

  10. I see a password change option in OWA. Does this work to change my JMU password?
    No, do not use this option to change your password. This option will not work correctly.

  11. How do I request and manage a Global Distribution List in Exchange?
    Follow the instructions on Requesting and Managing Global Distribution Lists in Exchange

  12. 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):

  13. 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. 

  14. 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."  

Exchange Accounts

  1. What is an Exchange account?
    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 is provided automatically to all actively employed faculty and staff. 

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

    Faculty and Staff:
    • You do not need to visit the HelpDesk to sign-up for an Exchange email account.
    • Exchange accounts are created automatically for all faculty and staff members during the e-ID account creation process.
    • Exchange accounts are created automatically from the Human Resource database of all employed faculty and staff members.
    • Once the data is input or processed by Payroll and is picked up during one of the 3 downloads per day, the Exchange account will be created within 8 hours. Data input on Friday afternoon will generate an Exchange account on Monday morning.  Note: The data is in the daily download if the employee's contract has already commenced or, if his or her contract starts within 60 days in the future.
      • Delays in this process may occur if major system upgrades are taking place, backlog of data entry in the Payroll Dept., PAR forms being returned at the last minute, or 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 student
    • The student is a Teaching assistant
    • A student needs access to a shared resource (shared or departmental mailbox, vehicles, etc) to do their work
    • A student needs access to another user's resource (i.e. staff calendar for scheduling purposes) to do their work
    • A student deals with "private" information that should remain on JMU's Exchange server and not "out in the cloud (on a server not hosted by JMU)" of a Dukes account.
  3. How do I know if my Exchange account has been created?
    The most accurate method to determine if a new employee, affiliate, or student employee has an Exchange account is to have another person with an Exchange account search for your name in the Exchange Address book (specifically the JMU FacStaff address book).
    Note:  Just because a person's name appears in the online Campus Directory, does not necessarily mean their Exchange account has been created.  Typically it will be, but due to various account creation processes it could take up to 8 hours for the account to be created (not including weekends) after their name appears in the campus directory.

  4. Whom should I contact if my Exchange account has not been created?
    • If Faculty and staff member's e-ID has not been created (doesn't display in the online Campus Directory), they should contact their department to be sure that all paperwork has been completed.
    • If paperwork has been completed, contact payroll to ensure the data has been input into the system.
    • If your e-ID has been created and after 8 hours your Exchange account has not been created as listed in the previous question, please contact the JMU Computing HelpDesk and provide them with this information. 
  5. How do I activate my Exchange account?
    Once you activate your e-IDand set a password, you will use this e-ID and password to log into Exchange.

  6. How often do I need to change my Exchange password?
    Your Exchange password is synched with your e-ID password, so your Exchange password will change every 90 days when you change your e-ID password.  Be sure to check your mobile devices when you change your e-ID password to ensure your email password on those devices updates (you may need to save your new password manually in those devices to prevent being locked out of your e-ID and e-ID password).

  7. How can I change the display of my name in the Exchange Address book or Global Address list?
    If your name has changed on your social security card and you wish the change to reflect as your e-ID and your name in the Exchange address book, please:
    • Visit Payroll/Human Resources (for faculty and staff) with your new social security card to make the name change.
    • Payroll and Human Resources will email the appropriate Information Technology staff to make the change.
    • The change will occur within two business days with a follow-up to you.

    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.
  8. When is my Exchange account disabled?
    Exchange accounts are disabled at the end of your e-ID grace period.  Anyone separating from JMU under abnormal or extreme circumstances may have their e-ID and other account(s) including Exchange disabled immediately.

  9. What should I do prior to my Exchange account being disabled upon leaving JMU?

    All JMU Faculty, Staff, and Affiliates:
    • Obtain a new email account through another Internet Service Provider (ISP), such as Windows Live, Gmail, or Yahoo.
    • Send this new ISP email address to all of your contacts and friends.
    • Change mailing list (Listserv) subscriptions to use your new email address and unsubscribe from those you no longer wish to receive.
    • Forward any existing email in your JMU Exchange account that you wish to retain to your new ISP email address.
  10. How do I know if my Exchange account has been disabled?
    • As soon as your account is disabled, your electronic information will no longer be available in the online Campus Directory.
    • Your name will no longer appear in the Exchange JMU FacStaff address book
  11. How can I get back into my Exchange account for important emails if I failed to take care of this before my account was disabled?
    • If you recently left JMU employment in good standing, please contact Human Resources (568-2296) to validate your employment. 
    • Human Resources will send an email to the Information Technology Computing HelpDesk to request your access back into Exchange.
    • Information Technology will need to know your name, e-ID and a phone number where to reach you, to let you know when and how long you will have access back into your account.

Quota

  1. How much quota, or space, am I allocated on the Exchange server?
    You are provided 1.5GB of total storage on the Exchange server for your mailbox, calendar, contacts, tasks and notes.  The "JMU Exchange Messaging Limits" adobe document provides additional information on limits.

  2. How do I check my quota?
    In Outlook and Outlook Web App 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 quota as an email with an attachment. 

  4. Will I receive any warnings as I approach my mailbox quota?

    Yes, you will receive two warnings before the third warning that prevents you from sending or receiving mail:

    • 1382MB - an email warning is sent to you. No functionality is impacted.

    • 1460MB - another email warning is sent to you. You are prohibited from sending mail.  Any sent mail will be stored in your Outbox until your mailbox size is once again under this quota limit.

    • 1536MB - You are prohibited from sending and receiving mail.  Any incoming messages will be rejected with an error stating that the mailbox is over quota.
  5. Is there any folder management that will help to maintain my quota?
    Yes, a new feature has been implemented on the Exchange server to clean up the Junk email and Deleted Items folders (for deleted messages, calendars, tasks, contacts, notes, etc.) according to the following parameters: 

    Deleted Mailbox Retention Period:  30 days
    This specifies the amount of time that a deleted message will still be able to be “reconnected” to an account.  After this time elapses, the mailbox is purged from Exchange.

    Junk email Folder Purge Period:  15 days from receipt of message 
    This specifies the amount of time that a message will stay in the Junk Mail folder before it is automatically moved to the Deleted Items folder.  This time period is based on the received date of the message.  This applies only to messages that remain in the Junk email folder for the 15 day period.  If you move a message from the Junk email folder to another folder before 15 days, the rule is not applicable. 

    Deleted Items Purge Period:  30 days
    This specifies the amount of time that an item will stay in the Deleted Items folder before it is deleted.  This is not based on the message receipt or sent date but on the date the message is marked for deletion and placed into the Deleted Items folder), the message will automatically be deleted from that folder.

    Recovery of Deleted Email  (Retention Period):  30 days
    This specifies the amount of time that an item will stay in the Deleted Items folder (amount of time you have to recover deleted mail) before it is removed or purged.

Messages

  1. What is the message size limitation in Exchange?
    Maximum Size of Sent Message:  30 MB
    Maximum Size of Received Message:  30MB
    These are the limits for the entire message, including any and all attachments.

  2. What are the limits to the number of recipients in a message?
    The following settings limit how many recipients can be included in a single message.  There are two different limits, depending on if the connecting machine is a client (connecting via OWA, Outlook, or SMTP over port 587) or a server.

    Maximum Recipients per Message for Authenticated Clients (OWA, Outlook, etc.) is 2,000
    • This is the maximum number of recipients that can be specified in the message envelope, and therefore includes every address listed in the message’s To, Cc, and Bcc fields.
    • Note that there are other limits enforced by RFCs (specifically, the maximum total header length in bytes) that may be violated if numerous recipients are listed in the To: or Cc: line of an email.  It can be easy to hit this limit, even with less than 200 recipients listed in the To and / or Cc fields, and some remote servers may refuse to accept the message.
    • This setting applies to any connection that uses either Outlook Web Access, Outlook (using RPC or Outlook Anywhere), or any third-party SMTP client that authenticates to port 587 on exchange.jmu.edu.
    Maximum Recipients per Message for On-Campus Unauthenticated Servers is 200
    • This setting applies to any unauthenticated connection that connects to port 25 on mailgw.jmu.edu from an on-campus IP address (134.126.X.X), and has not been listed on the Trusted Servers list.
    Maximum Recipients per Message for Trusted Servers is 2,000
    • This applies to any connection unauthenticated connection that connects to port 25 on mailgw.jmu.edu from an on-campus IP address (134.126X.X), and has been listed on the Trusted Servers list.
  3. In Outlook Web App, why do I have multiple messages linked together?
    By default, OWA uses a Conversation view in all email folders.  Conversation view shows all messages in a conversation in a single view, no matter what folder they're stored in.  See Microsoft's knowledge base for a detailed description of Conversation view.

  4. What happens when I delete a message in conversation view?
    What is deleted depends on what you've selected.  If you've selected the conversation in the List View (emails marked with a triangle), every message in the conversation that's in that current folder will be deleted. For example, if you're viewing your Inbox and have selected a conversation that includes messages in your Sent Items folder or other folders, the messages that aren't in your Inbox won't be deleted.

    If you've selected one message in the conversation, only that message will be deleted.  For more additional information, see Microsoft's knowledgebase on deleting messages.

  5. How do I turn off Conversation View in OWA?
    In the List view, click in the drop down box beside Arrange by Date (another option besides Date may be chosen for the arrange by option), and then clear the check box next to Conversation to turn Conversation view off.

  6. Why do I get an error message when sending emails to multiple people?
    With Exchange you must separate email addresses with a semicolon; rather than a comma.

  7. Can deleted messages be recovered?
    Yes. A deleted message can be recovered from the "Deleted Items" folder.

  8. Can a message be recovered after I empty my "Deleted Items" folder?
    Yes, the “shadow” recovery period is set to 30 days. After 30 days, deleted messages are unrecoverable.
    • In Outlook: On the toolbar, select Tools. There is a Recover Deleted Items option.
    • In OWA: Right Click on the Deleted Items option under your Mailbox and select Recover Deleted Items from the menu.
  9. Are email messages from JMU students @dukes.jmu.edu or messages from the Governor’s office going in your Outlook Junk email folder?
    If you wish these to be delivered to your Inbox, you can either change your Junk email Options from Low to No or add the sender to your Safe Senders list. To change the Junk email option in Outlook is easy and doesn’t have to be maintained for each individual sender.  In Outlook:  Click on Actions (on the toolbar), Junk email, Junk email Options, click on No Automatic Filtering, then click Apply.
    Junk Mail Filtering
    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.

  10. Is there a limit to the size of the membership of a Contact Group or Personal Distribution Group?
    There is no limit to the size of a Contact Group in Outlook 2010 and OWA.  For Outlook 2007 and prior, the limit for “Personal Distribution Groups” was 15,000 bytes (about 140 members).  This specifies the total amount of members (email addresses) that can be successfully added to a personal distribution group.  Since the actual limit is in bytes, the number of members is only an approximation, and may be higher or lower.

  11. How long will a message stay in a queue if it cannot be delivered immediately and how often will failed connections be retried (both incoming and outgoing)?
    • Message Expiration Timeout:  48 hours
      • This specifies the maximum time that a particular message can remain in a queue. If a message remains in the queue for longer than this period of time, the message is returned to the sender as a hard failure.
    • Message Retry Interval:  1 minute
      • This specifies the retry interval for individual messages after a connection failure with a remote server.  The message will be retried up to the Message Expiration Timeout value.
  12. How does the Exchange email system handle SPAM messages?

    The following settings specify what the Exchange server will do with a message depending on what the “Spam Confidence Level” (SCL) of the message is.

    • Suspected SPAM SCL Range:  5 - 8
      • Any message marked with an SCL within this range will be automatically put in the user’s Junk Mail folder by the server.
    • Certain SPAM SCL Rating:  9
      • Any message marked with this rating will be automatically rejected by the Exchange servers during the SMTP conversation.  If the message came from a legitimate remote user, the user’s email server should generate a Non-Delivery Report stating that the message could not be delivered and the reason why it could not be delivered.
  13. Which email attachments are allowed and which are not allowed?
    • 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
    • Attachments with the following extensions will always be allowed: 
      • *.jmu, *.piz, *.z1p
    • Attachments matching the following MIME types will always be stripped from messages, regardless of the file’s extension:
      • application/x-msdownload
      • message/partial
      • text/scriptlet
      • application/prg
      • application/msaccess
      • text/javascript
      • application/x-javascript
      • application/javascript
      • x-internet-signup
      • application/hta

Calendars

  1. What are the best practices to follow when using Exchange calendaring?
    Improve your calendaring experience by reviewing this helpful guide.

  2. 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 that you wish to allow access to your calendar and set specific permissions. Please Note: Be very careful with this function. Incorrectly setting permissions can result in exposing mail, appointments, contacts, etc.

  3. 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 would have to grant you rights before you are able to view their calendar. More information regarding calendar sharing can be found on the tutorial home page for exchange. 

  4. How can I request a shared calendar or resource (such as a conference room, vehicle, etc)?
    Shared calendars and resources may be requested online.

  5. What settings should I set to manage calendar resources?
    Detailed information can be found in the Outlook Calendar Resource tutorial entitled "Resource Settings: Defaults and Explanations."  Should you have additional questions, please email helpdesk@jmu.edu

  6. How long will my calendar information remain in Exchange?
    The Exchange calendar is currently set to retain appointment information indefinitely.

Shared or Departmental Mailboxes

  1. How can I access a shared or departmental mailbox?
    Shared or departmental mailboxes may be accessed through Outlook 2007, Outlook 2010, Outlook 2011, Entourage 2008 with Web Services, or through Outlook Web App.

  2. How can I request a shared or departmental mailbox?
    Shared or departmental mailboxes may be requested online.

Mobile Devices

  1. What mobile devices are supported?
    Information Technology provides phone and documentation support for phones that support the ActiveSync (Corporate Sync or Microsoft Exchange ActiveSync) protocol and hands-on setup support for JMU stipend-funded phones with a data plan that use the ActiveSync protocol.
  2. How do I request help setting up my JMU owned or stipend-funded phone?
    Appointments can be setup to help JMU stipend-funded phone users with a data plan to either configure their phones to sync to Exchange email (phones that support IMAP connections only) or to sync to Exchange email, calendar, contacts and tasks (phones that support ActiveSync, such as Windows Mobile and iPhones).


Advanced Information

  1. Are there limits pertaining to SMTP, IMAP4, and POP3?

    SMTP

    • Maximum Connection Rate Per Minute (Internal):  2,400
      • This specifies the maximum rate at which new inbound connections can be opened to the internal transport servers.  This rate is global per server—not per connecting IP—and therefore comprises all inbound connections to the server, whether client or server.
    • Maximum Connection Rate Per Minute (External):  1,200
      • This specifies the maximum rate at which new inbound connections can be opened to the external transport servers.  This rate is global per server—not per connecting IP—and therefore comprises all inbound connections to the server.
    • Message Rate Limit for Authenticated Client Connections:   10 messages / user / minute
      • This is the maximum number of messages that can be sent by a single user (regardless of connecting IP address) per minute using an authenticated SMTP connection over port 587.  This does not apply to rich clients that do not utilize SMTP, such as Outlook, Entourage, or OWA.
    • Message Rate Limit for On-Campus Unauthenticated Servers:  20 messages  / user / minute
      • This is the maximum number of messages that can be sent by a single on-campus IP address per minute using an unauthenticated SMTP connection over port 25.
    • Message Rate Limit for On-Campus Trusted Servers:  unlimited
      • There is no rate limit for servers that have are on the “Trusted Servers” list and connect to mailgw.jmu.edu over port 25.
    • “Tarpit” Interval :  5 seconds
      • This specifies the period of time to delay an SMTP response to a remote server that Exchange determines may be abusing the connection. Authenticated connections are never delayed in this manner.

    IMAP4

    • Authenticated Connection Timeout:  30 minutes
      • This specifies the amount of time to wait before the server will close an idle authenticated connection.
    • Unauthenticated Connection Timeout:  60 seconds
      • This specifies the amount of time to wait before the server will close an idle unauthenticated connection.
    • Maximum Total IMAP4 Connections:  2,000
      • This specifies the total number of IMAP4 connections that a server will accept.  JMU has two “Client-Access” servers, and thus by default can handle a maximum of 4,000 (2 x 2,000) connections.
    • Maximum Connections From a Single IP Address:  2,000
      • This specifies the number of IMAP4 connections that will be accepted from a single IP address at one time.
    • Maximum Connections From a Single User:  100
      • This specifies the maximum number of connections that will be accepted from a particular user, regardless of connecting IP address.

    POP3

    • Authenticated Connection Timeout:  30 minutes
      • This specifies the amount of time to wait before the server will close an idle authenticated connection.
    • Unauthenticated Connection Timeout:  60 seconds
      • This specifies the amount of time to wait before the server will close an idle unauthenticated connection.
    • Maximum Total POP3 Connections:  2,000
      • This specifies the total number of POP3 connections that a server will accept.  JMU has two “Client-Access” servers, and thus by default can handle a maximum of 4,000 (2 x 2,000) connections.
    • Maximum Connections From a Single IP Address:  2,000
      • This specifies the number of POP3connections that will be accepted from a single IP address at one time.
    • Maximum Connections From a Single User:  100
      • This specifies the maximum number of connections that will be accepted from a particular user, regardless of connecting IP address.