Exchange Mail System FAQ

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Frequently Asked Questions for Exchange

Q: How do I connect my Outlook client to the Exchange server?

These instructions are applicable to Windows XP and Office 2003, on a PC which is already connected to Active Directory (DS), and describe how to connect Outlook to Exchange as a 'native' client. Other versions will be subtly different, and you should seek guidance from your usual source. Ensure that you are "opted-in" before attempting to follow these instructions. These instructions are not suitable for student computers; you should be using NEMO or the IMAP service, see the general Exchange service information for a discussion on the different methods of accessing the service.


Once logged in to your computer with your DS username and password:


  1. Click Start, Programs, Microsoft Office, Microsoft Office Outlook 2003;
  2. At the "Outlook 2003 Startup" screen, click next;
  3. You will be asked if you want to configure an e-mail account. Make sure Yes is selected, then click Next;
  4. At the "Server Type" screen, select "Microsoft Exchange Server", then click Next;
  5. When prompted for the name of the Microsoft Exchange Server, enter: (Hint: "omen" is "nemo" spelt backwards!);
  6. Uncheck "Use Cached Exchange Mode";
  7. At the User Name: prompt, enter your DS username (e.g. efa18617) ;
  8. Click Check Name. If you are asked to authenticate at this point, you need to enter you username in the form "DS\username", then your password. Your username should resolve to your "real name", and should resolve to or similar;
  9. Click Next;
  10. Click Finish.


If Check Name gives an error that your mailbox could not be found, then double-check the settings above. If they all seem to be correct, then your account may not be visible in the Global Address List: see later FAQs. Consult IT Services for advice.

Q: How do I connect my MS Entourage client to the Exchange server?

The procedure is documented in Configuring Entourage 2004 To Connect To Exchange .

Q: How do I connect to the Exchange server through IMAP?


Generally, in your IMAP email client, use as the IMAP server address. You will need to specify your username as If you are on campus, then for now you probably need to use as the sending server. If you are off the campus network, then you should use the SMTP server provided by your ISP. We realise this isn't ideal, and we are investigating where improvements can be made in this area.


The following documentation is available for Apple Mac users, although the information may also be of use to users of mail clients on Windows:


Q: How do I connect my iPhone to the Exchange service

The following settings appear to be sufficient:

  1. Email :
  2. Server :
  3. Domain : ds
  4. Username : (enter username, e.g., efa18617)
  5. Password : (enter password)
  6. Use SSL : On

Apple support have published a document called iPhone 2.1 software: Exchange ActiveSync Account Quick Setup Guide which may help.

If you encounter synchronisation issues, then try turning off Wi-Fi prior to setting up the connection to Exchange for the first time, so that it is not connecting via the wireless network/Bluesocket etc, but using 3G or other data service.

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.

  1. Login to Nemo (using IE 6 or above);
  2. Select Options, and then click Deleted Items;
  3. Select the item that you want to recover by clicking it in the Recover Deleted Items list;
  4. Click Recover to Deleted Items folder to recover the item or Permanently Delete to permanently delete the item.

Recovered items will appear in the Deleted Items folder. You can then move or copy them to other folders as needed.

Q. How do I re-direct my email?

You can setup a re-direct rule that will automatically re-direct incoming email to another address of your choosing. Note that a copy of the original email will still reside within your Exchange mailbox and will be subject to mailbox quotas.

Prior to leaving the University, members of staff will need to remove any automatic re-direction or set this to an internal University email address, for the sole purpose of continuing the University’s business. (To remove a re-direction, follow steps 1 and 2 below, tick the rule[s] to be deleted then click the delete button; this is identified by a cross which sits just above the list of rules.) If you are a member of staff leaving the University you will need to agree any forwarding address with your line manager or Head of Department then follow the steps below.

  1. Login to Nemo (using IE 6 or above);
  2. Select Options, and then click Create an inbox rule;
  3. Click New;
  4. Select [Apply to all Messages] or make an appropriate choice for the rule ;
  5. Select Redirect the message to;
  6. In the middle of the window select People or Distribution lists;
  7. At the TO: field near the bottom of the screen enter the address to redirect mail to;
  8. Click OK;
  9. Click Save to save the rule.

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.

  1. Login to Nemo (using IE 6 or above);
  2. Select Options, and then click Set Automatic Replies;
  3. To set the Out of Office Assistant to reply to internal senders:
    1. Click Send Automatic Replies;
    2. Type the message that you want the Out of Office Assistant to send to each internal sender.
  4. To add an Out of Office message for external senders:
    1. Select the Send automatic replies to senders outside my organization check box;
    2. Click Send replies to all external senders;
    3. Type the message that you want the Out of Office Assistant to send to each external sender.
  5. To turn off Out of Office auto-replies, select the Don't send automatic replies option to disable the Out of Office Assistant.

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.

To obtain the correct headers, double-click on the message in the index to open it up in its own window. Then select View | Options, and the full Internet message headers are displayed in the "Internet headers box". (Note that View | Message header is a different facility, and does not show the required information). The Internet headers can be selected with the mouse, then right-click and select Copy. They can then be pasted into a new email message or document, for example.


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:

  • non-postgrad students
  • some postgrad students
  • members of staff who have opted-out of being displayed

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


If you were formerly a student in Exchange, and you have become a postgraduate student or member of staff but retained the same account, then you probably won't be included in the GAL. 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: My usual email address is not an one, how do I ensure email leaving Exchange has the correct address?


Some members of the University have email addresses in other email domains, not Some of these might be departmental email domains (, some might be third party domains, often those of spin-off companies for whom the University provides email services.


Once you have opted in, you will need to make a special request to Helpdesk to get an additional SMTP email address added to your GAL entry, and make this the default address which will be added to outgoing email.


Q: How do I download messages to my own machine?


It is important to understand that when connected to your mailbox using either a native Outlook connection, or an IMAP server connection, no email is downloaded to your own machine, except for the purposes of displaying it for you to read. All email messages, your inbox and folders, are stored on the server. This benefits you in two ways:

  1. Your email is stored resiliently, and backed up regularly; it is not subject to potential loss, for example, through machine or hard disk failure;
  2. You can easily access it all from anywhere, through the NEMO web interface; this is especially useful for people who travel around a lot, but also for casual out-of-the-office access.


In fairness, there are some downsides to this too:

  1. You are limited by mailbox quotas;
  2. If the network or Exchange service is unavailable, you cannot access your email.


It is possible to create 'local' email folders in your Outlook or IMAP mail client (it is not possible to do this in the NEMO web client). Outlook refers to these as 'Outlook Personal Folders Files', often listed under references to 'Outlook Data Files', although they are colloquially called "PST files". The local email folder can be created either on the local hard disk, or for a machine which is connected to Active Directory (DS), the email folder could in fact be located on the user's own H: drive. This technique probably offers the best compromise, as folders on the H: drive would also be resilient to failure, although of course they will count against the users' H: drive quota; neither will they be accessible through NEMO.


Once created, email messages can be copied to the 'local' email folder by simply dragging and dropping, as usual.


Some users are used to having their email stored on their local computer. They must weigh up the case either way and decide which way to proceed. Note that IT Services will not be responsible for the recovery of lost mail that was stored on a failed hard disk or computer. You should consider your own mechanism for taking backups to mitigate the impact of such an event.


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 Internet Explorer. Other browsers only allow access to basic features. In particular, Rules functionality is not available, which enables one to establish email forwarding. In general, the experience of NEMO using IE is much closer to using the Outlook mail client than it is when using other web browsers.

Q: I am an IMAP user, how do I establish mail forwarding or an Out Of Office message?


While native Outlook client users can establish mail forwarding or Out Of Office (vacation) messages using the Rules and Out Of Office Assistant functionality in the client itself, this is not available to IMAP client users. These users must use NEMO, where limited similar functionality is available; however ensure Internet Explorer as the web browser to connect to NEMO, as the Rules functionality is only available when IE is used; see previous question.


Note that you should avoid the use of client-based autoreply systems. These typically require you to leave your computer switched on, with the mail client running. This could pose a security risk, and is certainly environmentally wasteful.

Q: Error: "You do not have permission to send to this recipient"

When sending an email to an Exchange user, you receive a delivery failure report with the following content:

Your message did not reach some or all of the intended recipients.
Subject: Message
Sent: 10/05/2007 09:50

The following recipient(s) could not be reached:

  A N Other on 10/05/2007 10:00
  You do not have permission to send to this recipient.
 For assistance, contact your system administrator.

This is usually a transient error. Try waiting a few minutes and resend the message to the failed recipients. If it continues to fail, report to IT Services.

Q: When I use Outlook Web Access (OWA - NEMO), I am asked for the Microsoft Office Installation CDROM, how can I stop this happening?


This is a known problem with OWA. It can be fixed either by supplying the correct Microsoft Office Installation CDROM when prompted, or by modifying the Registry.  There is a program here to help with this.