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Office 365 Email Post Migration Issues and FAQs

1. Apple Mail does not connect after migration.

Once your account is migrated, you will need to remove your account from Apple Mail then add it back.

To remove the account do the follow:

1. Click the Apple icon in top left corner of your screen and select System Preferences.

2. Click Internet Accounts.

3. Select your UofS Account in the left column and click the minus (-) icon in the bottom left corner.

4. Click OK when asked "Are you sure you want to delete the account ''?"

To add the account back, follow the directions on the below setup guide:

2. Android email apps will not connect after migration

Once your account is migrated, you will need to remove your account from your Android Mail app and then add it back.

 How to remove your account in Gmail app:  

  1. Open the Gmail App.
  2. Tap on the menu icon.
  3. Scroll down and tap on Settings
  4. Select your Usask account
  5. Touch the vertical ellipsis (3 dots) on the top right and select Manage Accounts
  6. Choose your Usask account
  7. Tap "Remove account" 
  8. Tap Remove on the "Remove account?" prompt.

How to remove your account in Outlook App:

  1. Open the Outlook App.
  2. Tap on the menu icon.
  3. Tap on settings (gear cog on the bottom).
  4. Tap on your U of S account.
  5. Tap on Delete account. 
  6. Tap on Delete on the "Delete account?" prompt.

To add the account back, follow the directions through our setup guides:

Office 365 Email Setup Guides

3. Why is the PAWS Email and Calendar link asking me to sign-in after my account was migrated to Office 365?

For unmanaged computers, once your account is migrated to Office 365, the single sign-in from PAWS to your email will require you to type in your username and password:

  • For Sign in type in your (i.e.

NOTE:  Do not use your email address

type for username

  • click Next

  • type in your NSID password

type nsid password for password

  • click Sign in

  • click YES to remember the sign-in information

click yes to remember the password

4. Cannot log into or after account is migrated

After your account is migrated, the URL for accessing your email account (Outlook on the Web) will be:

  • If you log into or after your account is migrated you will be advised to use the following link to open this mailbox with the best performance:

click link

  • Clicking the link will redirect you to

5. iOS Mail keeps prompting for password after account was migrated

If the iOS mail app on your device keeps prompting for your email password, check that iOS mail is using the correct username for your Office 365 account.  The correct username should be in the format of your (i.e.

To check the username in iOS mail, do the following:

1. Tap Settings

tap settings

2. Tap Accounts & Passwords

tap accounts and passwords

3. Tap your UofS email account (i.e.

select your uofs email account

4. Tap Account

tap account


5.  If the username shown is just your NSID (i.e. abc123), change the username to your (i.e. and remove from the Domain section as below:

6. Tap Done.

6. Out of Office / Auto-replies not working between migrated users and non-migrated users

During the migration period, when some UofS people have mailboxes on premises and others have Office 365, Out of Office Replies set up in Office 365 will consider UofS users who are still on-premises as "external". You'll need to set up both your internal and external Out of Office reply messages:

1. Log into

2. Click the Gear icon in top right menu bar and select Automatic Replies:

log into owa and click the gear icon

3. Select Send automatic replies

4. Set the time period for the replies

5. Type in your automatic reply message in the text box  

set auto replies

6. Scroll down and put a check in the box for Send automatic reply messages to senders outside my organization

7. Select Send automatic replies to all external senders

8. Make sure you type in your auto reply again in the text area for external senders

set external auto replies

9. Click the OK button at top

click ok

7. Shared mailboxes and calendars (delegates) may require Outlook to be closed and reopened before being accessible

  • If you currently manage or have access to someone else’s calendar, there’s a chance that you could lose access to those shared calendars while they are being migrated. If you notice a change after the update, try closing and reopening outlook. If the issue is not resolved when you reopen Outlook please contact IT Support Services at 306-966-2222 for assistance.
  • When accessing a delegated account from a mobile device, you may get a prompt saying "Mailbox cannot be accessed".  The most likely reason for that prompt is because that specific account has not been migrated yet.  Once it has been migrated you should no longer see that prompt.

8. Outlook for Apple OS and iOS asking for sign-in information after migration

After migration, the Outlook app on your Apple OSX computer, and/or your iOS device, will prompt you for your Office 365 login information, but will auto-fill in the username as your email address.  If you try to login with your email address as the username, that attempt will fail:

autofills email address

In order to access your email account, you will need to type in your username as (i.e., the password for your NSID, and click the Sign In button:

change username to

9. IMAP setups (i.e. Thunderbird) do not connect

After your account is migrated to Office 365, the IMAP server details in your email application will need to be updated to:

General Client Settings

  • Username:
  • Password: NSID Password

IMAP Settings

  • Server name:
  • Port: 993
  • Encryption method: SSL

SMTP Settings

  • Server name:
  • Port: 587
  • Encryption method: TLS or STARTTLS
  • Requires outgoing authentication. Use the same Username and password as above.
  • Normal Password

10. Popup stating that the administrator has made a change that requires you quit and restart Outlook

The first time you open your Outlook application after your account was migrated, you will see a popup that says The Microsoft Exchange administrator has made a change that requires you quit and restart Outlook:

admin popup after migration

You will need to click OK and quit and reopen Outlook.

This message should pop up on Outlook once when your account moved to Office 365, and once for each User, Departmental Mailbox, Room, or Location Calendar you had in shared calendars that moved to Office 365 after you did. You might see the popup several times as users and other accounts finalize over to Office 365.

It's not an error, it's just that Outlook is re-routing where it finds those calendars after accounts move servers.

11. What is Focused Inbox?

Focused Inbox is a new Office 365 email feature for Outlook and Outlook Web App (OWA) that helps you focus on the emails that matter most to you. It separates your inbox into two tabs: Focused and Other. Your most important emails are on the Focused tab while the rest remain easily accessible - but out of the way - on the Other tab. You’ll be informed about email flowing to Other, and you can switch between tabs at any time to take a quick look.

Please visit Turn off Focused Inbox for detailed instructions for turning focus off.

12. Why isn't the free / busy information loading when using Outlook's Scheduling Assistant?

After your account is migrated, you may notice a 2-3 second delay retrieving free/busy time when scheduling appointments.

  • Calendar information needs to be retrieved from each time because it is not stored / cached on the device.  This ensures that you always have the correct / most up-to-date scheduling details

13. Why is nothing found when searching for older emails after my account is migrated?

Once migrated, you may not be able to immediately search and find older emails because your account needs to be re-indexed. 

  • Depending on the amount of email you have on your account, it may take several days for the re-index to complete.
  • Once the re-index has completed, your searching abilities should be fully functional again

14. When log into, it's displaying an error that something went wrong?

If you see the below error:

cookie error

You will need to try:

  • going directly to and log in using your as the sign in name
  • using a different web browser
  • deleting your browser's cookies (see directions below)

How to Delete Cookies:

Internet Explorer:

Google Chrome:



15. What are the supported versions of Outlook for Office 365?

Office 365 is designed to work best with Office 2016, Office 2013, and Office 2016 for Mac. Previous versions of Office, such as Office 2010, Office 2007, and Office for Mac 2011 may work with Office 365 with reduced functionality.

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