Email Migration FAQ

​​​​​​​​​​​​​​​​​​​​Will there be any downtime?

We do not expect any downtime, with only a very brief service interruption on individual accounts. Your account will be upgraded sometime between 3am and 7am on the scheduled date of your migration. During this time, any incoming mail will be queued for delivery after the upgrade is complete.

Are there any visual changes?

​The only visual change will be within Ou​​​tlook Web App, ​available at Email clients on both work and personal machines should continue to look the same.​​ For more information on the new Outlook Web App see the following article:​ Outlook Web App Overview

Can I use any client software to access my email?

Not exactly, but most up-to-date versions of common email clients can be used to access yo​ur email . Office 365 (technically Microsoft Exchange Online) supports the following desktop client software:

  • ​Microsoft Office 2010 (with the KB2965295 update installed)
  • Microsoft Office 2013
  • Microsoft Office 2016
  • Outlook for Mac for Office 365
  • Outlook for Mac 2011

Please be aware that there are many older email clients that should be considered unsupported or simply not compatible with the Office 365 email system. While it is impractical to compile an extensive list of unsupported clients, there is some previously-popular (though now outdated) software that should be noted as unsupported in the new environment:

  • Outlook 2007 and older
  • Entourage 2008 and older
  • All versions of Outlook Express
  • All versions of Eudora
If you are currently using one of these clients, we suggest you prepare and plan to use Outlook Web App to access your CMU email. For more information on the new Outlook Web App see the following article: Outlook Web App Overview

Shared calendars have disappeared in Outlook after migration, how do I fix this?

While shared calendars should have no issues during migration, in some cases, you may find that shared calendars have disappeared from Outlook. Your access to these calendars is unaffected, but you may need to re-add the calendars to Outlook manually.

​​​​​​I am only seeing free/busy information for calendars that I used to see details for, what do I do now?​

This most likely means that the person will need to share his or her calendar with you again. This can be done within Outlook by right-clicking the calendar and choosing "Share" from the drop-down menu.

Please note that, if the other person has not yet been upgraded to Office 365, we recommend that you do not set up calendar sharing until he or she has been migrated.

I am a calendar/mail delegate for a user that has not migrated yet or was migrated before me. I can no longer manage this calendar/mailbox. What do I do?

Unfortunately, calendar/mail management does not work when the individual accounts are not on the same email system. We are moving departments together in an effort to minimize this disruption, but we recognize that there may some interdepartmental delegation that is briefly disrupted.

Please consult the Migration Schedule to understand when your departments will be migrated. If you have both migrated and issues still continue, please contact the Help Desk.

My email, calendar and/or contacts are no longer syncing to my phone or tablet, how do I fix this?

Due to the large number and variety of mobile devices, it's hard to predict which phones might encounter a problem with this kind of upgrade. While we expect that many phones will handle it with no problem, your best solution if you encounter an issue is to remove the email account from your mobile device and then recreate it.

Instructions are available on our Office 365 mobile device configuration knowledge base article​.

How can I stop continuous login prompts from appearing whenever I open Outlook?

You can select the "Remember My Credentials" option and click cancel to any additional prompts. After that, we recommend restarting your computer to make sure all changes are applied.

​I am receiving email fine on my iPhone/iPad, but none of my meetings are appearing in the calendar, how do I fix this?

You will want to ensure that your Office 365 calendar is selected to appear. To do this, open the Calendar app, then click Calendars at the bottom of the screen. Look for the name you gave your Exchange/Office 365 profile and make sure the box is checked. If this does not solve the problem, please contact the Help Desk for further assistance.​

What is Clutter? How can I disable it?

Clutter is designed to help you focus on the most important messages in your inbox. It uses machine learning to "de-clutter" your inbox by moving lower priority messages out of your way and into a new Clut​ter folder. Ultimately, Clutter removes distractions so you can focus on what matters most.

It is recommended to review the email in your Clutter folder occasionally to ensure it isn't marking important messages inadvertently. To manage Clutter, see the following help article: Use Clutter to sort low-priority messages in Outlook​