Post-transition troubleshooting and solutions
Following the transition, users may experience some of the below issues. For any issues not listed below, please reach out to the IT Service Desk.
Please note: Staff and faculty with Windows computers now have access to both the Outlook (Classic) and Outlook (New) apps on their devices. At this time, users have the option to use either of these versions.
If you would like to try the Outlook (New), you can access it through your toolbar's search bar or by using the On/Off toggle in the upper right hand side of your Outlook (Classic) released in early April 2025.
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I'm receiving a pop-up in Outlook, asking me if I want to connect to a temporary mailbox.
If you are receiving this pop-up, please remove your previous Outlook profile (or manually run the migration utility) found in Step 1 of the email transition steps.
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When I try logging into a shared mailbox, I'm redirected to the Ontario Tech login page.
Please fill in the login credentials for the shared mailbox, not your personal mailbox login credentials.
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I am having issues adding a signature for the shared mailbox I have access to.
Please create a signature for your personal account and select the signature when using the shared mailbox.
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My contact name in Outlook has reverted back to my maiden name.
Please submit a name change form so this can be adjusted in Banner.
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I am receiving forwarded events when my delegate(s) creates a calendar entry.
In webmail (outlook.com/ontariotechu.ca) under Calendars, there is an option to delete those emails. Please select Calendar, then Events and invitations and finally Delete notifications about forwarded events.
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I'm an EA and I am no longer receiving meeting updates and cancellations on behalf of my manager. All messages are only being delivered to my manager.
If an EA require the notifications of meeting changes, managers can set up the delegate through webmail (outlook.com/ontariotechu.ca). Please reach out to the IT Service Desk for any assistance.
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I have recently purchased a new phone. Now I am now running into complications with Duo authenticator because the app is still set up on my old phone.
Please reach out to the IT Service Desk so they can provide you with a Duo temporary (bypass) code.
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When I'm sending an email on behalf of a shared mailbox, I'm only able to see my personal email.
To send an email on behalf of a shared mailbox, please select the shared mailbox in the From field. If your shared mailbox is missing from the list, please select the other email address from the drop-down and manually write the email in the pop-up. It must be one of the shared mailbox(es) you have access to.
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I am returning to work after a leave of absence. Do I need to complete the migration?
After returning from absence, please follow Step 1: Email activation to complete the transition process on your device.
