Exchange Mail System FAQ

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Frequently Asked Questions for Exchange

Q. How do I recover Deleted Items?

You can recover items that have been emptied from the Deleted Items folder for a period of up to 30 days. You can do this using the full version of OWA (NEMO), or by using Outlook.

To do this in OWA, follow these steps:

  1. Log in to Nemo
  2. Right-click on the 'Deleted Items' folder, and select 'Recover Deleted Items' from the menu.
  3. Highlight the item that you wish to recover and select 'Recover Selected Items' (these can be ordered by 'Deleted on' date, so you can easily see when they were deleted.
  4. Select the desired folder and select 'Recover'

If using the full Outlook client, there is no right-click menu option - you can use the 'Folder' tab at the top of the Outlook window and there is a 'Recover Deleted Items' option from within there. (See this link for further details).


Q. How do I set up an Out of Office reply?

Use the Out of Office Assistant whenever you are unable to respond to e-mail for an extended time. When the Out of Office Assistant is turned on, it generates replies to senders based on the messages that you create. An automatic reply to each sender occurs only once during your time away.

If you are a member of staff leaving the University, please ensure that you set up an out-of-office message. This message should be set to apply for six months, from your leaving date, and must indicate only your leaving date and details of an alternative University contact. Note that the steps below must be carried out prior to your departure, as you will not be able to access University email once you have left.

You can set up an out-of-office message in Outlook, or by logging into NEMO.

To do this in Outlook, follow these steps:

  1. Click on the 'File' tab at the top of the Outlook window
  2. Click on the 'Automatic Replies' button
  3. In the window that opens, select the 'Send automatic replies' option, and tick the box to allow you to set a Start and End time for the auto-reply to be active.
  4. Type the message that you want to be sent as your auto-reply into the box at the bottom of the window. If you want the reply to go to users outwith the organisation (someone without an email address ending in or, then click on the 'Outside my Organisation' tab and tick the box to enable 'Auto-reply to people outside my organisation'. You can further refine who these replies go to by choose to send to 'My Contacts only' or 'Anyone outside my organisation'. Remember to type into the box what you want your auto-reply to be.
  5. Click on OK

If you want to enable your out-of-office auto-reply using NEMO, then follow these steps:

  1. Login to Nemo (you need to ensure you are not using the 'Light' version)
  2. Select 'Options', and then click 'Set Automatic Replies'
  3. From here, the options are like those you get in Outlook, so follow the instructions above.
  4. Click on the 'Save' button when you are finished (bottom right hand side).


Q: What is the maximum message size I can send?

The total maximum message size (including any attachments) is 20MB. However, when adding attachments to an email, they go through a conversion process before being sent (converted to MIME) and this can significantly increase their size, thus taking the email over the 20MB threshold. Do not assume that because your attachment is only 15MB that it will successfully send, as it is highly likely that by the time it gets to the mail queue it will be greater than 20MB.

If you do need to send a file that is greater than the 20MB limit, then you can use something like Strathcloud to host the file, and simply email a link to that file to your email recipient.


Q: What is my mailbox quota?

All Staff/PGRs are given a mailbox on Exchange. The quota level for mailboxes is set at 4GB. All folders in your email contribute to this quota, including the 'Deleted Items' folder, so simply deleting emails from 'Inbox' (for example) doesn't actually get you any space back, as these deleted emails only move to the 'Deleted Items' folder. You need to empty that folder in order to reclaim the space. You can recover any emails that you have 'emptied' from the 'Deleted Items' folder for up to 30 days (see the FAQ above - "How do I recover deleted items?").


Q: What happens if I go over my mailbox quota?

If you do go over your mailbox quota, you will receive an email from the Exchange system warning you of this fact. These emails will begin to be sent when your mailbox reaches 3.58GB (you will get a warning email each night until the mailbox returns to below this size). Your mailbox will continue to function normally, but you should begin to take action to reduce the overall size of your mailbox to stop these warnings from being sent.

If your mailbox continues to grow in size, then at 3.81GB your mailbox will go into 'ProhibitSend' mode - meaning you will still receive emails, but you are now unable to send any. If you continue to let your mailbox grow in size, then it will become fully disabled (unable to send OR receive emails) when it reaches 4.05GB.


Q: How do I view the full Internet headers of a message in Outlook?

Occasionally, one may be requested to supply the full Internet headers of a particular message, usually in response to a support call or query about it.

You can obtain the message header information in both NEMO and in Outlook.

In NEMO, double-click the required message to open it into a new window, and then hover over the icons along the top of that window until you find the one titled 'Message Details'. Click on that icon to open up the message details - there is a text box in this window titled 'Internet Mail Headers' - highlight all of the text in that box and then copy/paste it to a text file.

In Outlook, double-click the required message to open it into a new window, and then click on the 'File' tab at the top of that window. Click on the 'Properties' button to open the message properties window, and at the bottom of that window you will see a text box titled 'Internet headers' - highlight all of the text in that box and copy/past it to a text file.


Q: Why are some people missing from the Global Address List (GAL)?

The Global Address List (GAL) only contains entries for members of staff and some postgraduate students who are Exchange users. The GAL does not contain entries for:

  • undergraduate students
  • postgraduate-taught students
  • members of staff who have opted-out of being displayed
  • some role accounts


Q: I should be included in the GAL, why am I not there?

You should contact the Helpdesk and ask for your account to be modified so that an entry for you appears. Otherwise, see above for other reasons why you may not be included.


Q: How do I tell which GAL entry is the one I want when the names are the same?

In some cases, a number of people may share the same name, making their GAL entries almost identical. If you know their 'real' email address, then you can widen the address book window to display the "Alias" column, which shows those addresses. You can also view the Properties of any entry, which displays the department.


Q: Can I change how my entry looks in the GAL?

In some circumstances, yes. There are three common cases where you may wish to have the 'display name' used in the GAL changed.

  • You are conventionally known by another name, which is different from your 'formal' name which others may not recognise (e.g., your full name is "James Robert Brown", but most people know you as "Bob";
  • Your name in the GAL is the same as someone else's, and messages are being sent to the wrong person;
  • You operate a 'role' account, and you want the GAL to contain an entry specific to that role account rather than the name of the person responsible for the account.

Please contact the Helpdesk with details of your user account, you present GAL display name, your desired GAL display name, and the reasons for the change request.


Q: Why am I missing some functionality when using NEMO?

Regretably, you only get the full functionality of Outlook Web Access (i.e. NEMO) when accessing it using modern desktop browsers. Other browsers only allow access to basic features. In particular, things like rules, or out-of-office settings are not available if you are not using the full version of OWA (browsers unable to support the full version will default to using the 'Light' version)