Issue |
Possible Solution
|
Rule (filter) conditions do not map exactly between SFU Connect and SFU Mail |
- Check rules (filters) in your old SFU Connect account
- Re-create rules using available rules conditions in Outlook Web App (OWA)
|
Syncing issues on mobile devices |
- Ensure mail, calendar, and contacts are selected for sync during setup
- Re-add email account to phone
- Check push notification settings are enabled
- Remove and re-add the application
|
Data is not consistent with what’s in SFU Connect |
|
Official Outlook mobile app not working |
- This app is disabled for privacy concerns
|
Exchange is asking for permission to erase data, set passwords, etc., on Android mobile devices |
- No workaround available. This is expected behaviour.
|
Outlook desktop application does not startup |
- Re-create Outlook profile
- Start Outlook in Safe Mode
|
Outlook desktop application was configured before the cut-over process, received error message |
- Remove profile and re-add to desktop application
|
Error message of "stale request" when trying to sign back into OWA after several hours of inactivity |
- Type 'mail.sfu.ca' into URL bar to reload fresh authentication page
|
Login session times out, resulting in error message |
- Refresh the page to sign in again
|
The Zimbra Connector for Outlook (ZCO) will cause issues when an SFU Mail account is added |
- Remove ZCO before adding a new SFU Mail account
|
When you have more than one tab open for OWA, you will receive notifications in each tab |
|
For some Firefox users, browser shows a blank page when trying to open OWA. This issue persists regardless of OS, browser version, or private browsing mode.
|
- Clearing browsing data may resolves this
- Alternately, use a different browser
|
For some Mac users, the Outlook 2016 for Mac app may appear to have connectivity issues. A feature of the Mac operating system called App Nap suspends apps that are not performing any "useful tasks". For the Outlook application, it can cause issues such as repeatedly asking for user authentication.
|
- Disabling this feature for this app may alleviate connectivity issues.
- You can contact your department's technical support staff to disable this feature.
|
For some PC users, the Outlook 2016 for PC app may repeadedly prompt for authentication through a popup window.
|
- No workaround available; issue currently under investigation
|