Archive of Known Issues

NEWS

  • Outlook Web App - Interface Changing - App Launcher
    • Microsoft introduced the App Launcher beginning October 2014. The update is a rolling update and is still being deployed to users. The App Launcher was introduced with the idea that it will be easier to navigate through Outlook Web App. You can also customize OWA so it is faster to get to the items you use most. Below is an image of what your OWA will look like after the change.

      App Launcher

      We have received a few questions as accounts change.

      1. Where did my calendar go?
        You will need to click on the App Launcher button in the top left and then select Calendar.
      2. Where did my folders go? I only see Inbox and Sent Items.
        You will need to click on More, it will then display all of your email folders.

  • Outlook Web App - Interface Changing - New Features
    • Microsoft is introducing new features to the Outlook Web App this September. Along with the new features they are renaming the Outlook Web App (OWA), it will now be called Outlook on the Web. Along with the release of new features and new name will also be a new Action toolbar. Below is an image of what your account will look like after the change.

      Action Toolbar

      We have noticed a few changes that you should be aware of, good and different.

      • The Action toolbar across the top can come in extremely handy for quick actions. The action buttons change slightly based on what is appropriate for what you have currently selected.
      • The default button when replying to an email is set to reply all. You can change the default back to reply under the options. 
        • Click the gear icon in the top right, then select options from the drop down
        • On the left column under Mail and Automatic Processing select Reply Settings
        • Click reply selection and Save

  • Outlook Web App - Interface Changing - User Icon
    • Microsoft has introduced a new look to the Outlook Web App. Microsoft has begun rolling out the update and it is still being deployed to users. 


      What is the change?
      The update will change the user icon. The user icon is viewable in multiple locations throughout OWA. You can see it when you open an email, view a calendar, etc. It is displayed beside the name of the user. 
      This is what OWA looked like before the change:
      Initials Icon Old
      This is what OWA will look like after the change:
      Initials Icon

      What does this mean for me?
      Nothing, this is a purely visual change to the OWA. Microsoft periodically makes updates to the OWA to make things easier or more visually appealing.

      *This article has been updated as the changes were only previously seen in mail*

ISSUES UNDER INVESTIGATION

The ITS Support Center has received reports of these issues. We are currently researching whether or not it is something that is a bug, broken, or just a client-specific issue.

There are no Issues under Investigation in the archive at this time.

VERIFIED BUGS AND WORK AROUNDS

Microsoft is aware of these bugs and is working to solve the issues. Until that time, these are their proposed work-around solutions (if available)

  • Outlook for Windows
  • Unable to Setup Delegate & Calendar Access (Outlook 2013)
    • Current status:

      The issue has been confirmed by Microsoft and Microsoft Engineers have developed a fix and are testing it to ensure remediation once it is deployed. Engineers have determined that the fix was not successful and have resumed the investigation in an effort to identify the correct method to resolve the issue.  

      Customer impact:

      Affected users are unable to delegate mailbox and calendar access, or modify distribution groups when using the Outlook desktop client.

      Workaround:

      As a workaround, users may be able to delegate mailbox and calendar access when using Outlook Web App (OWA).

      Next update: Tuesday, October 21, 2014 at 4:00 PM EST

  • Outlook on the Web
  • Only Prints Subject Line and Blank Page using Firefox
    • Current status: Microsoft is aware of this issue and is investigating. At this time, they are not sure if this problem is a bug with OWA or Firefox.

      Customer impact: When using OWA and Firefox and printing an email, only the subject line gets printed followed by a blank page. Printing appears to work correctly with other browsers.

      Workaround: Use a browser other than Firefox to read/print emails.

  • Unable to Connect with Internet Explorer
    • Current status: The issue has been confirmed by Microsoft and Microsoft Engineers are continuing to investigate to determine the source of the issue.

      Customer impact: Affected customers are unable to connect to Outlook Web App (OWA) when using Internet Explorer.

      Workaround: As a workaround, users can select the checkboxes to 'Use TLS 1.0', 'Use TLS 1.1' and 'Use TLS 1.2' in the advanced tab of the security section of the Internet options menu of Internet Explorer. Additionally, users can use an alternative browser.

  • Unable to Copy/Paste from Microsoft Word into an email in Outlook Web App (OWA) using Safari
    • Current status: Users are unable to copy/paste from Microsoft Word into an email in Outlook Web App (OWA) using Safari. As a workaround you can use another web browser (ex. Chrome or Mozilla Firefox). The issue has been confirmed by Microsoft and the Microsoft Product Group is looking into addressing the issue in a future release. At this time, there is no ETA for when the issue will be corrected.

      Customer impact: Unable to Copy/Paste from Microsoft Word into an email in Outlook Web App (OWA) using Safari.

      Workaround: As a workaround you can use another web browser (ex. Chrome or Mozilla Firefox) if you need to copy/paste from Microsoft Word.

      Estimated time to resolution: At this time, there is no ETA for when the issue will be corrected.

RESOLVED ISSUES

  • General
  • Attachments are being reported as missing when the email is received
    • Current status: Attachments are being reported as missing when the e-mail is received. After further investigation this issue seems to be related to e-mails sent to listservs using an Outlook client in rich text format mode. As a workaround we recommend sending your e-mail through OWA or changing your Outlook Client to send in HTML format. When sending the e-mail without those changes it will attach a winmail.dat file and in most cases the recipient will not receive the original attachment.

      Customer impact: Attachments are being reported as missing when the e-mail is received.

      Workaround: As a workaround we recommend sending your e-mail through OWA or changing your Outlook Client to send in HTML format. When sending the e-mail without those changes it will attach a winmail.dat file and in most cases the recipient will not receive the original attachment.

      Preliminary root cause: After further investigation this issue seems to be related to e-mails sent to listservs using an Outlook client in rich text format mode.

  • Emails Not Being Sent (Sitting in Drafts Folder or Outbox)
    • Current status: Newly composed messages stay in the Drafts or Outbox folder rather than being picked up for delivery. Microsoft engineers are working to determine the cause and remediate the problem. As a workaround, you can open messages in your Sent or Drafts folder and press the send button again to get the system to try to resend it. More information will be provided as we receive it from Microsoft.

      Customer impact: Newly composed messages stay in the Drafts or Outbox folder rather than being picked up for delivery.

      Workaround: As a workaround, you can open messages in your Sent or Drafts folder and press the send button again to get the system to try to resend it.

      Estimated time to resolution: More information will be provided as we receive it from Microsoft.

  • Emails with missing and/or truncated text
    • Current status: Users reported emails with missing and/or truncated text. At this time this issue has been resolved. If you are still seeing this please contact the ITS Support Center.

  • Intermittent Connection with IMAP Protocol on Email Clients
    • Current status:

      Multiple users are reporting that their e-mail clients setup with IMAP are unable to connect and/or are unable to retrieve messages. Microsoft made a change that stopped email clients from being about to connect to podxxxxx.outlook.com. After changing the server to outlook.office365.com the issue was resolved.

      Customer impact:

      Users are reporting that they are continuously being requested to type in their password or their account is not being updated.

      Workaround:

      As a workaround we recommend adding the account again. If you choose to delete your previous account please be aware if you have local mail. Another work around would be to setup the account as an Exchange account. As always you can access your e-mail via OWA.

      Closure summary:

      Microsoft made a change that stopped email clients from being about to connect to podxxxxx.outlook.com. After changing the server to outlook.office365.com the issue was resolved.

  • Outlook for Mac
  • Intermittent Connection with Mac Outlook Clients (Outlook 2011)
    • Current status:

      The issue has been confirmed by Microsoft and Microsoft Engineers are working on the issue. Deployment completed and the issue was successfully fixed on Tuesday, October 28, 2014, at 9:00 AM.

      Customer impact:

      Affected users may experience intermittent connectivity to their mailbox when connecting with the Macintosh Outlook client. This is not affecting Windows Outlook clients.

      Workaround:

      As a workaround, users may be able to connect to email via Outlook Web App (OWA). 

      Incident start time: Thursday, October 23, 2014 at 4:00 AM EST

      Preliminary root cause:

      A recent update to the environment caused impact to Mac Outlook Client connectivity.

      Incident end time: Thursday, October 23, 2014 at EST

      Closure summary:

      Closure Summary: On Thursday, October 23, 2014, at approximately 12:00 PM, Microsoft engineers identified an issue in which some users may have experienced intermittent connectivity issues when connecting to the Exchange Online service with the Mac Outlook client. The investigation determined a recent update to the environment caused impact to Macintosh Outlook Client connectivity. At 9:00 PM on October 23, 2014, Microsoft engineers began implementing a fix to resolve the underlying cause of the issue. Users began to experience service restoration as the fix was deployed across the affected environment. Deployment completed and the issue was successfully fixed on Tuesday, October 28, 2014, at 9:00 AM. 

  • Outlook for Windows
  • Intermittent Connection (Outlook 2013)
    • Current status:

      On Tuesday, October 21, 2014, at approximately 12:00 PM, Microsoft Engineers received reports of an issue in which some users were intermittently experiencing connection issues when using the Outlook 2013 client. The investigation determined a portion of capacity that handles connections to the service was in a degraded state. Engineers introduced additional capacity and restarted affected system services to remediate impact. The issue was successfully fixed on Tuesday, October 21, 2014, at 6:15 PM.

      Customer impact: Some users were intermittently experiencing connection issues when using the Outlook 2013 email client.

      Workaround: As a workaround, affected users could connect to their mailbox via Outlook Web App.

      Incident start time: Tuesday, October 21, 2014 at 12:00 PM EST

      Preliminary root cause: A portion of capacity that handles connections to the service was in a degraded state.

      Incident end time: Tuesday, October 21, 2014 at EST

      Closure summary: On Tuesday, October 21, 2014, at approximately 12:00 PM, Microsoft Engineers received reports of an issue in which some users were intermittently experiencing connection issues when using the Outlook 2013 client. The investigation determined a portion of capacity that handles connections to the service was in a degraded state. Engineers introduced additional capacity and restarted affected system services to remediate impact. The issue was successfully fixed on Tuesday, October 21, 2014, at 6:15 PM.

  • Outlook Opens in Safe Mode (Outlook 2010)
    • Current status:

      On January 8th Microsoft released and update to fix the issue causing Outlook 2010 to launch in Safe Mode. The initial update causing the issue was on Tuesday, December 8. , Microsoft pushed an update that affected Outlook 2010 causing it to launch in Safe Mode. Microsoft has since pulled the update and recommends uninstalling the update to get Outlook to open normally. 

      Information about the initial update can be found here:

      https://support.microsoft.com/en-us/kb/3114409

      Information about the update to fix Outlook can be found here:

      https://support.microsoft.com/en-us/kb/3114560

      Customer impact:

      Outlook opens in Safe Mode which disables some features. 

      Workaround:

      Microsoft is recommending to uninstall the Windows Update (KB3114409). Directions to uninstall the update can be found on the Microsoft Support page.
      https://support.microsoft.com/en-us/kb/3114409

      Microsoft has posted an update: https://support.microsoft.com/en-us/kb/3114560

      Incident start time: Tuesday, December 08, 2015 at 8:51 AM EST

      Estimated time to resolution:

      A new update has been released to fix this issue. The previous update was removed from Windows Update. 

      Incident end time: Friday, January 08, 2016 at EST

      Closure summary:

      On January 8th Microsoft released and update to fix the issue causing Outlook 2010 to launch in Safe Mode. 

      Information about the update to fix Outlook can be found here:
      https://support.microsoft.com/en-us/kb/3114560

  • Outlook on the Web
  • Disappearing Send Button/Tool Bar in Firefox
    • Current status: Microsoft has received reports of an issue in which some customers using Firefox 23 or Firefox 24 are experiencing issues when composing new mail in the Outlook Web App (OWA). Customers may see the form begin to load, then see the tool bar disappear. Engineers are continuing to deploy a patch to address the issue. The current workaround is to expand the Firefox browser to full screen mode, where the tool bar will re-appear. The deployment of the fix has been completed.

      Customer impact: While attempting to compose a new message in Firefox 23 or 24 the tool bar is missing.

      Workaround: The current workaround is to expand the Firefox browser to full screen mode, where the tool bar will re-appear or use another web browser.

  • Intermittently Unable to Open Print Dialogue Box using Internet Explorer
    • Current status:

      The issue has been confirmed by Microsoft and Microsoft Engineers are working on the issue. Engineers are deploying a fix to remediate end-user impact. The issue was successfully fixed on Thursday, August 28, 2014, at 12:00 AM.

      Customer impact:

      Users are unable to open the print dialogue window in Outlook Web App (OWA) with Internet Explorer.

      Workaround:

      As a workaround, users can use a keyboard shortcut such as "Control + P" to initiate the print dialogue window on their browser. Alternatively, you can also use a different web browser.

      Incident start time: Wednesday, August 20, 2014 at 10:13 PM EST

      Estimated time to resolution: The deployment process is expected to complete by Friday, August 29, 2014, at 5:00 PM.

      Preliminary root cause:

      A coding issue within the print feature for OWA caused compatibility issues with internet browser pop-up blockers. 

      Next update: Friday, August 29, 2014 at 5:00 PM EST

      Incident end time: Thursday, August 28, 2014 at 5:00 PM EST

      Closure summary:

      On Thursday, August 21, 2014, Microsoft received reports that some users were intermittently unable to open the print dialogue window when accessing Outlook Web App (OWA) with Internet Explorer. Investigation determined that a coding issue within the print feature for OWA caused compatibility issues with internet browser pop-up blockers. Microsoft engineers developed and deployed a fix to remediate end-user impact. The issue was successfully fixed on Thursday, August 28, 2014, at 12:00 AM.

  • Internet Explorer 11 on Windows 8.1
    • Current status: Update: 4/16/2014 - Microsoft now fully supports IE 11 for use with OWA.
      While in Internet Explorer 11 (IE 11) some users see the Light Version of OWA. Check Windows update to make sure you have the current version of Internet Explorer. If you still see the Light Version you will need to add the website in the Compatibility View Settings.

      1. Open IE 11, press Alt on the keyboard to pull-up the menu bar
      2. Select Tools, click on Compatibility view Settings. Add the website and click Add.
      3. Make sure "Display intranet sites in Compatibility View" and "Use Microsoft Compatibility Lists" options are checked.
      4. Click close, restart IE.

  • Unable to add text to the body of a new message in Outlook on the Web
    • Current status: Users are unable to add text to the body of a new message in Outlook Web App (OWA). The issue only occurs after adding a contact to the recipient field of the message, and using the "open in a separate window" feature to pop out the composition window. As a workaround you can save the message as a draft, and then continue editing the message body from the drafts folder using inline compose. If the message window is popped out a second time, you can also edit the message text without issue as long as another contact is not added to the recipient line. Microsoft Engineers have identified an issue with the editor feature and are currently implementing a fix to mitigate impact. The deployment of the fix has been applied.

      Customer impact: Users are unable to add text to the body of a new message in Outlook Web App (OWA).

      Workaround: As a workaround you can save the message as a draft, and then continue editing the message body from the drafts folder using inline compose.

  • Unable to Open Hyperlinks
    • Current status:

      Affected customers are unable to open hyperlinks in Outlook Web App (OWA) when clicking the URL in the body of a message. The issue has been confirmed by Microsoft and Microsoft Engineers are working on the issue. Engineers developed and deployed a fix to remediate end-user impact. The issue was successfully fixed on Wednesday, September 10, 2014, at 11:00 AM

      Customer impact:

      Affected users are unable to open hyperlinks in Outlook Web App (OWA) when clicking the URL in the body of a message. 

      Workaround:

      As a workaround, affected users can right-click the URL and open it in a new tab or window. Additionally, if the message is opened into a separate window, clicking on the URL will work as expected.

      Incident start time: Sunday, September 07, 2014 at 6:20 PM EST

      Estimated time to resolution:

      The deployment process is 90% complete and is expected to complete by Wednesday, September 10, 2014, at 12:00 PM.

      Preliminary root cause:

      A coding issue prevented URLs from loading correctly within Outlook Web App (OWA).

      Next update: Wednesday, September 10, 2014 at 12:00 PM EST

      Incident end time: Wednesday, September 10, 2014 at 12:00 PM EST

      Closure summary:

      On Friday, September 5, 2014, at 5:23 AM, Microsoft received reports of an issue in which some customers were unable to open hyperlinks in Outlook Web App (OWA). Investigation determined that a coding issue prevented URLs from loading correctly within OWA. Engineers developed and deployed a fix to remediate end-user impact. The issue was successfully fixed on Wednesday, September 10, 2014, at 11:00 AM.

  • Unable to Use Menu Bar to Move Day, Week, Month View in Calendar using Firefox
    • Current status: The issue has been confirmed by Microsoft. The Microsoft Product Team has confirmed this issue in code level and identified the fix. The fix will be included in the new service build (Version 16.0, Build 326) 16.00.0326.000 or higher that will be eventually deployed to all users. Depending on the deployment schedule, this may take about 4-6 weeks or longer.

      Customer impact: When using the Firefox browser and attempting to move through the either the day, week or month views using the menu bar, you can only move forward or back once.

      Workaround: Use a browser other than Firefox when managing calendar entries with OWA.

      Closure summary: The fix will be included in the new service build (Version 16.0, Build 326) 16.00.0326.000 or higher that has been deployed to all users.

  • Unable to Use the Search Feature
    • Current status:

      On Monday, October 5, 2014, at approximately 9:07 PM, Microsoft engineers received reports of an issue in which some users were unable to search their Inbox folders within Outlook Web App (OWA) when the Inbox was not set to conversation view. The investigation determined an update to the environment caused impact to the OWA search feature. Microsoft engineers developed and deployed a fix across the affected environment to remediate the impact. The issue was resolved on Monday, October 13, 2014, at 7:00 PM

      Customer impact:

      Users are experiencing problems with the search function within OWA.

      Workaround:

      As a workaround, you can use the search function in Outlook Online mode or you can enable 'Conversations' setting in OWA.

      Incident start time: Sunday, October 05, 2014 at 9:07 PM EST

      Preliminary root cause:

      A recent update to the environment has impacted OWA search functionality.

      Incident end time: Monday, October 13, 2014 at EST

      Closure summary:

      On Monday, October 5, 2014, at approximately 9:07 PM, Microsoft engineers received reports of an issue in which some users were unable to search their Inbox folders within Outlook Web App (OWA) when the Inbox was not set to conversation view. The investigation determined an update to the environment caused impact to the OWA search feature. Microsoft engineers developed and deployed a fix across the affected environment to remediate the impact. The issue was resolved on Monday, October 13, 2014, at 7:00 PM

  • Unable to use the 'Search Mail and People' function in multiple versions of Safari and Firefox on Mac OSX.
    • Current status: Multiple users are unable to use the 'Search Mail and People' function in multiple versions of Safari and Firefox on Mac OSX. As a workaround you can use Chrome, OWA light version, or an e-mail client for searching. The issue has been confirmed by Microsoft and the Microsoft Product Group is investigating the issue. It has been determined to be an issue with the latest update to OWA that was recently rolled out. Microsoft has deployed a patch to fix the issue. The deployment of the fix has been completed.

      Customer impact: Multiple users are unable to use the 'Search Mail and People' function in multiple versions of Safari and Firefox on Mac OSX.

      Workaround: As a workaround you can use Chrome, OWA light version, or an e-mail client for searching.

      Preliminary root cause: It has been determined to be an issue with the latest update to OWA that was recently rolled out. Microsoft has deployed a patch to fix the issue.

  • Word-Wrap not functioning properly with Firefox
    • Current status: On Thursday, May 8, 2014, at approximately 12:15 PM, engineers received reports of an issue in which some customers may have been unable to use the word-wrap formatting function when composing an email message in Outlook Web App (OWA) using Firefox. This issue did not occur when accessing OWA with other internet browsers. Investigation determined that a coding issue caused compatibility problems between OWA and Firefox. Engineers developed a fix and deployed it across the affected capacity to remediate end-user impact. The issue was successfully fixed on Friday, May 09, 2014, at 8:30 PM.

      Customer impact: When using Outlook Web App (OWA) with Firefox, word-wrap formatting does not function properly when composing an email message.

      Workaround: As a workaround, customers are able to compose email messages with OWA using another web browser (i.e. Internet Explorer, Safari, Chrome).

      Incident start time: Tuesday, April 15, 2014 at 4:00 PM EST

      Incident end time: Friday, May 09, 2014 at EST

ABOUT SUPPORT AND CLOUD SERVICES

Because Mason’s e-mail and calendar is a cloud service, in some cases only Microsoft has access to the settings and systems necessary for issue resolution. In these cases, details of the process may be unavailable to Mason, with the result that we unfortunately may be unable to provide the community with as much specific information as we would like to.

When this occurs, we still work hard to follow up, ensure Microsoft staff understand the issue, and establish the root cause to reduce the possibility it will happen again. We and our support partners at Microsoft are committed to working together as diligently and quickly as possible to fix problems.

We encourage users or their support providers to contact the ITU Support Center for each user affected by unexpected behavior or difficulty with campus IT services like e-mail and calendar. Doing so will help compile accurate statistics on how broadly a problem is impacting the Mason community and help collect data that might lead to a resolution.

Overall, cloud services bring many benefits to Mason. Mason’s contract with Microsoft and other vendors specifies support levels to be provided to Mason and we strive to ensure our vendors meet these requirements in order that the benefits are realized as fully as they can be.

If you have a question, please contact the ITU Support Center.