Known Issues

As we transition to M365, we may come across common issues. We'll post them here so you know how to identify them and what to do.

General Issues

External emails are still going to the old email system

Emails are still being migrated from the old system to the new system.

Please continue to monitor the old email system for external messages. If its urgent to respond, please manually copy the message to the new system and send it. Emails sent from the old system will not work.

Access to shared calendars and shared mailboxes not working

Our data migration script is still updating.

For MacOS users, please view our how to add shared mailbox guide. Shared calendars should be added automatically.
For PC users, shared calendars and mailboxes should be added to Outlook by default.

If you still do not see shared calendars and mailboxes, please contact ithelp@ecuad.ca with information on the shared mailbox and users who need access.

MacOS Issues

Unable to Add Account on Outlook (Authentication couldn't be completed)

Some users may experience issues adding their account into Outlook and will be met with error: authentication couldn't be completed

Resolution: For Emily Carr IT managed devices, select Outlook Login Fix. On the new tab, select Open Software Center

Select Install in the Software Center. Once complete, try signing into Outlook again.

Unable to Mail Merge from Shared Mailbox

We are currently investigating the issue and working towards a resolution.

Unable to create contact lists (grayed out)

At the moment, creating Contact lists for sending group emails is not supported in the desktop version of Outlook for the Mac. The choice to create a new Contact list is present but grayed out in the application’s menu bar:

According to Microsoft this feature will be available in an upcoming release, but there is no timeline available for this yet.

However, Contact lists can be created in the web interface for Outlook located at http://outlook.office365.com.

Simply sign in with your ECU credentials, select the People icon and then choose New Contact List from the New Contact drop-down menu to create a new group email list:

Please note that Contact Lists created in the Outlook web interface will not be synced to the desktop version Outlook for the Mac until Microsoft enables this feature in a future release.

To-do list opens in browser rather than Outlook application

This is an issue with the newest version of Microsoft Outlook for Mac.

There is no solution at this time until Microsoft implements this feature in a future release.

Windows Issues

Unable to see "From" field when creating a new message (Resolved)

Resolution: Create a New Message > Select Options > From

Mail Merge from a Shared Email Account (Resolved)

Please view our documentation:

Step 1: Manually add a shared mailbox account

Step 2: Set the shared mailbox account as your default email account

Step 3: View this handy video tutorial for how to mail merge from Word, Excel, and Outlook (7 minutes)

Unable to Send From a Shared Mailbox when Composing a New Message (Resolved)

When composing a new message from a shared mailbox, by default, the From field will autofill with your personal Emily Carr email.

Resolution:

1. Compose a new email

2. Select the From field and select "Other Email Address..."

3. Select From

4. Type in the email address which you would to send from (the shared mailbox email address) and select Ok.

5. Now, when composing a new email from a shared mailbox, select the From dropdown and select the shared email address.