Troubleshooting Exchange E-mail Guide

If you experience issues regarding your switch to Exchange, and the following information does not help resolve your problem, please contact the ITS Help Desk to notify us of your situation.

 

Entourage and Apple Mail users having problems sending messages

Outlook Web App with IE times-out within a few minutes of logging in
Apple Mail is unable to send e-mail
"You do not have permission to open this mailbox" error
"Delivery has failed to these recipients or distribution lists" error message
Address book and autocomplete provide bad addresses
"You must choose a recipient before this message can be sent" error
"Virus Name: Heuristic" error message
"The data file was not closed properly" error message
Persistent Entourage redirect to autodiscover.sfsu.edu validation request
Invalid certificate when using SF State wireless network
Trouble configuring Entourage

 

Entourage and Apple Mail users having problems sending messages

If you are having problems sending e-mail through the Exchange servers from off-campus using machines that were previously able to send without incident, an interim solution is to use Outlook Web App (OWA) at http://email.sfsu.edu

 

Outlook Web App with IE times-out within a few minutes of logging in

When accessed with the Internet Explorer (IE) browser, Outlook Web App (OWA) may timeout within several minutes of logging in or when performing an action such as sending a mail message. This problem is especially prevalent on Windows Vista.

This may be caused by disk space for browsing history set above the recommended maximum of 250 MB.  To change this setting:

  1. Start Internet Explorer
  2. On the Tools menu, select Internet Options.
  3. Under Browsing history, select Settings.
  4. Set Disk space to use to 250 MB (or less), select OK twice.
  5. Close and re-open Internet Explorer.
  6. Log into OWA again; the problem should be resolved.

If this does not resolve the issue, an alternative method is to use the Reset feature in IE. It will reset all cookies and cache. 

 

  1. Start Internet Explorer
  2. On the Tools menu, select Internet Options.
  3. On the Advanced tab, select Reset.
  4. In the Reset Internet Explorer Settings dialog box, select Reset to confirm.
  5. Close and re-open Internet Explorer.
  6. Log into OWA again; the problem should be resolved.

 

Apple Mail is unable to send e-mail

If you experience problems sending e-mail using Apple Mail, but are able to receive mail fine, then there may be a problem with your Apple Mail application or its settings. First, check Apple OS X Support for the system requirements to upgrade to the latest Mac OS software. Then, upgrade to latest Mac OS X possible.

Next, you will need to change an option in the advanced account settings. 

  1. After the account has been created your mail account will appear in the left column folder list under Mailboxes.
  2. Hold down the control key while selecting Inbox, then select Edit (your mailbox name)....
  3. Select the Advanced tab.
  4. Select the check box for Use IDLE command if the server supports it.
  5. Close the accounts screen by selecting the red X in the upper left corner.
     

 

"You do not have permission to open this mailbox" error

Calendar owners must delegate permission before you can access their calendars.

  • In Entourage, the Web Services version update is required in order to view another person's calendar.  Note that updates may be required before the Web Services version can be installed.
  • In Outlook Web App (OWA), using Internet Explorer (IE) only, you can view another person's calendar after logging in as yourself with the following URL (replace "accountname" with the name of the account you are trying to view):  https://email.sfsu.edu/owa/accountname@sfsu.edu/?cmd=contents&f=calendar

Viewing another person's calendar over the Web is only available when using the IE browser.

 

"Delivery has failed to these recipients or distribution lists" error message

Check whether the recipient's address reported in the error message is correct, if not, resend the message to the correct address.

Also see the item below about bad addresses.

 

Address book and autocomplete provide bad addresses

Due to the e-mail transition to Exchange, the server-based global address book which is cached (stored) in a user's e-mail program may reflect an old address until updated from the server.  (Daily updates are randomly staggered as to not overwhelm the e-mail system.)

Also, incorrect addresses may get stored locally in an e-mail program's autocomplete memory. 

Outlook

To remove an unwanted address from Autocomplete:

Select the unwanted address, press delete.

To manually initiate a server-based global address book update:

On the Tools menu, select Send & Receive, then select Download Address Book...

Entourage

To remove all recent addresses:
  1. On the Entourage menu select Preferences...
  2. On the Compose menu, under Recent Addresses click the Clear List button.
To remove a single entry from the recently used address list:
  1. Click the Mail button, and then click the New button.
  2. In the To box, type the first few letters of the address, and then click the address you want to delete on the pop-up menu.
  3. Hold down CONTROL, click the address, and then click Add to Address Book on the contextual menu. The address appears in a new contact.
  4. On the Edit menu, click Delete Contact. If a confirmation message appears, click Delete.
  5. Close the message, and then click Discard Changes.
To have Entourage automatically validate e-mail addresses before messages are sent:
  1. In the address recipient dialog box (opens when sending a new message -- or click in the To field), begin typing a name.
  2. Click Check Names.
  3. On the Check Names dialog box check the box beside Automatically check names when sending messages.
  4. Click Done and close the new e-mail or continue addressing and composing the e-mail.

 

"You must choose a recipient before this message can be sent." error

In Outlook Web App (OWA), Outlook 2010, and 2013, semicolons must be used to separate recipient addresses. 

 

"Virus Name: Heuristic" error message

When receiving attachments VirusScan 7.x may place a Heuristic virus warning before the body of a message. Upgrade to the latest VirusScan software to resolve the issue.
 

"The Data file was not closed properly" error message

An error message similar to "The data file 'Personal Folders' was not closed properly. The file is being checked for problems." may appear upon opening Outlook.

This problem can be fixed either by upgrading to a later version of Office or by leaving Outlook open when shutting down the computer and giving the computer time to shut down completely. Windows will send a signal to Outlook telling it to shut down automatically when all internal processes are complete.

 

Persistent Entourage redirect to autodiscover.sfsu.edu validation request

If Entourage is redirected to autodiscover.sfsu.edu to get account settings, click Always use my response for this server, and then click Allow. It is a known issue that checking "Always use my response..." does not prevent this dialog box from reappearing.

 

Invalid certificate when using SF State wireless network

When using the SF State wireless network, a message may indicate that the server's security certificate is invalid. This does not indicate a security problem.

 

Trouble configuring Entourage

The SF State Exchange system requires the Web Services version of Entourage. Earlier versions of Entourage are not supported.