Here you will find the most commonly asked questions regarding email.
For more help and support, please visit the Microsoft Outlook help and support webpages, or contact the ICT Service Desk.
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- My academic timetable isn't syncing correctly on Office 365. How do I fix it?
- Why won't my email send to a particular internal recipient?
- How do I set up Online Archiving on Office 365?
- How do I search both my main mailbox and my archive mailbox at the same time?
- How do I manage my mailing lists on Office 365?
- How do I publish my calendar?
- Why are meeting rooms not displayed on Outlook Web Access?
- My mobile device is asking me about Active Sync after reconfiguring my email settings. What do I do?
- How to request a role account or shared mailbox?
- How to request changes a shared mailbox, role or room account?
- How do I request an email alias?
- How do a request a user account and email address for an external auditor?
- How do I extend the expiry date of my account?
If your academic timetable is not synchronising correctly with the calendar in your Office 365 email account, it is likely to be due to a syncing issue.
Please visit our timetabling FAQ page for more information.
If the problem persists, log a request in ASK.
When you type an address in the Address field of a New, Reply or Forward Message in Microsoft Outlook, the dropdown list shows the addresses of people you have emailed before. For internal recipients on the Exchange server this list isn't linked to an email address, but to an Exchange link. So if the mailbox moves, the link can break and the email won't send.
To solve this problem, follow these steps:
- Highlight the name
- Press delete or click on the small cross
- Find the recipient again using the Address Book
See Backing up and recovering email pages on the How-to guides.
Enter your search criteria and change the dropdown box to All Mailboxes.
Go to this page for instructions for creating and managing distribution or mailing lists.
To publish your calendar, follow these steps:
- Go to your default calendar
- Click Publish Online then Publish This Calendar
- Login in to Office 365 using your College credentials
- Click on the gearwheel icon in the top right hand side of the window and select Options
- Select Publish Calendar under the Calendar heading
- Choose the calendar you'd like to share and the permissions you'd like to add then click Save. You will be provided with a link to share with your collaborators
Outlook Web Access (OWA) only shows the rooms available for the time you have selected. When you schedule a meeting, you will have the option to add all of the meeting rooms and view their availability.
Accept the prompt. The connection settings are exactly the same as they were for Imperial’s old Exchange servers. If you choose not to accept, your email software will not work properly.
Only departmental contacts can request a new role account or shared mailbox. Find out who your departmental contact is.
Departmental contacts will need to fill in the shared mailbox form or role account form. (Please note this form will only appear for departmental contacts.)
Only the supervisor of the account, users with full access to the account, or department representatives can make this request. Find out who your departmental contact is.
Requests from unauthorised users will not be processed. If you are unsure if you have full access or do not know who the supervisor is or who has full access, please ask one of the department representatives to log the request for you.
Complete this Shared mailbox / Role / Room account management form if you would like to do one or more of the changes below:
- Extend the expiry date
- Change the supervisor of the account
- Add/Remove/Change access of a user
- Create an alias or change the primary email address
- Delete the account
- Change the display name of the account
- Change the department of the account
- Change the account type
Complete and submit the Email alias request form. An email alias is an alternative email address which is linked to your main College mailbox.
Complete and submit the Username for external auditors form.
Imperial policy only allows staff account extensions with a legitimate business reason when leaving university employment and student account extensions for exceptional circumstances.
Permanent/fixed term staff
If your staff member is leaving university employment and you need to extend their accounts, please:
- Visit the HR Staff Hub (you will need to login with your Imperial account).
- Select Online HR Forms.
- Select ICT Account Extension Request.
- Complete the form, which includes the business reason for the extension request.
Do not use this form if you are not required to complete a leaver's form for the staff member.
Contingent workers
Contingent worker accounts can only be extended through a contract extension.
Find out more about contingent worker accounts.
Students
Student account extensions are only considered for exceptional circumstances and need to be authorised by a personal tutor or course leader.
If an extension is required, the tutor/course leader should get in touch with their departmental contact who can request a student account extension through ASK.
The ICT department does not have the authority to approve student account extensions.