Known Issues

At Mason, the email and calendar service is provided by Microsoft's cloud service, Office 365. That means, in some cases, only Microsoft has access to the settings and systems necessary to fix issues reported at Mason. Both Microsoft and Mason's email team are committed to resolving issues as quickly as possible. Read more About Support and Cloud Services.

NEWS

  • Outlook Mobile App Disabled Due to Potential Security Risk
    • Beginning on March 31, 2015, George Mason University students, faculty and staff will no longer be able to use the Microsoft Outlook mobile apps for iOS or Android to log into the Mason Office 365 employee (Office 365) email or MasonLive student (MasonLive) email systems.


      The mobile app poses potential security risks because it saves the NetID, password and other information in a cloud environment outside of the protected Microsoft environment in which Mason has data usage and security agreements. Additionally, the Microsoft Outlook mobile app does not enforce security settings on mobile devices that are designed to protect data in the case of a lost or stolen device.


      Blocking the Microsoft Outlook mobile app will not affect users’ ability to use the native email or calendar applications built into their mobile device(s) nor the ability to use the OWA mobile app. Only the Microsoft Outlook mobile app for iOS and Android will be affected.


      If the Microsoft Outlook mobile app has been installed, Information Technology Services (ITS) recommends users protect themselves by following the provided steps to delete the app, the account, and the associated remote data from their mobile device(s). Please note that deleting the app will not remove the data that has been previously stored in the cloud by the app. Instructions on how to remove your data from the cloud and delete the app are available at the end of this notice.


      At this time, ITS does is not requiring Mason users to reset their password if they have used the Microsoft Outlook mobile app, but a password reset is highly recommended.


      Please use the Patriot Password Management site, password.gmu.edu, if you would like to reset the appropriate password.

      • MasonLive (Student email): Select Option 5 to reset your MasonLive Microsoft Account password
      • Office 365 (Employee email): Select Option 2 to reset your Patriot Pass password

      Remove the Microsoft Outlook app from an iOS device

      • Open the Outlook app
      • Tap "Settings" at the bottom right of the screen
      • Tap the name of your account to select it
      • At the bottom of the Account Settings screen, tap "Remove Account"
      • When prompted, select "From Device & Remote Data"

      Remove the Microsoft Outlook app from an Android device

      • Open the Outlook app
      • Open the "Settings" menu
      • Tap the name of your account to select it
      • Scroll to the bottom of your "Account Settings" page and tap "Remove Account from Device and Remote" 
      • You will need to restart the Outlook app to confirm your account information has been removed

  • Office 365 ProPlus - September Update for Office 2016
    • Microsoft is rolling out the September 2017 update for all ProPlus users. Students and employees who installed Office via ProPlus will receive this update. The September update is for Office365 ProPlus installations of Office 2016.

      How does this affect me?
      Office 2016 will prompt you to update your software when opening any software available in the suite. If you opt not to install the update it will continue to be supported by Microsoft and receive security updates until January 2018. We recommend that you install the recommended updates to have the latest and greatest features and support.

      Additional information regarding what the update includes can be found on this Microsoft website

  • Outlook Web App - New Login Experience
    • Beginning September 28, 2017, Microsoft will be changing the look of the sign-in page for MasonLive. 

      How does this affect me?

      The new experience will prompt you to enter your email address on the first screen followed by your MasonLive Microsoft Password on a second screen. You can test the new experience by clicking on the banner in the top right of the current sign-in page. If you try this new design you can revert to the old experience any time before October. The old sign-in experience will be replaced with the new sign-in experience in the last week of September when this feature is rolled out by Microsoft.

       

      For more information check out this Microsoft article.

TROUBLESHOOTING TIPS

Below are some commonly reported problems with Outlook on the Web, Outlook for Mac and Outlook for Windows including their work arounds (if available).

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 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)

There are no Verfied Bugs and Workarounds at this time.

RESOLVED ISSUES

  • General
  • Email Access in iOS 11
    • Current status:

      Microsoft has stated that Apple has released a fix for the inability to sync emails with iOS 11 and Office 365. iOS 11 users will need to update to iOS 11.0.1 or later.

      Customer impact:

      If you are using the native mail app on your iPhone or iPad, and upgrade to iOS 11, you may encounter issues.

      How does this affect me?
      Due to an incompatibility in the new release of iOS, users of the built-in Apple Mail app in iOS 11 may be unable to sync their Office 365 mailbox or login to their accounts. iOS 9 or 10 users are not affected.

      What do I need to do to fix this?
      Microsoft and Apple are working to resolve this issue and will post more information to the article, below, when it becomes available. In the meantime, we recommend you download the free Outlook for iOS client, available in the App Store. Alternatively, you can avoid updating to iOS 11 until the issue has been fixed. 

      Please click Additional Information to learn more.  

      Incident start time: Wednesday, September 20, 2017 at 9:01 AM EST

  • Apple Mail not Syncing New Emails
    • Current status:

      Microsoft has deployed a fix throughout the affected infrastructure and confirmed that service is restored.

      Customer impact:

      Users are unable to sync emails using Apple Mail on their Mac computers.  

      Workaround:

      Users may be able to access their mail with the Outlook for Mac client or Outlook on the web as an alternative method. 

      Incident start time: Monday, July 31, 2017 at 8:00 AM EST

      Preliminary root cause:

      A recent update by Microsoft contained a code issue that prevents users from syncing emails using Apple Mail on Mac computers.  

      Incident end time: Sunday, August 13, 2017 at EST

  • Outlook on the Web
  • Error message when attaching files
    • Current status:

      Microsoft has deployed a fix throughout the affected infrastructure and confirmed that service is restored.

      Customer impact:

      Users may see a OneDrive error when attempting to attach files through Outlook on the Web. This issue only affects users who do not have a OneDrive for Business.

      Workaround:

      The file attachment window will display an error that says "Something went wrong while connecting to OneDrive for Business". Users can select "Computer" to choose a file to attach, or drag and drop attachments into the browser window. 

      Incident start time: Thursday, October 13, 2016 at 1:11 AM EST

      Preliminary root cause:

      A recent update to Outlook on the web contained a code issue that caused an erroneous message to be displayed when attempting to download attachments. 

      Incident end time: Thursday, November 03, 2016 at EST

  • Missing App Launcher Tiles and Options Menu Changed
    • Current status:

      Microsoft has deployed a fix and the issue is resolved.

      Customer impact:

      Users may be unable to view some app launcher tiles within Outlook on the web. The options menu has also changed.

      Workaround:

      This hasn't been confirmed by Microsoft but in most cases users were able to access the complete App Launcher by logging in through login.microsoftonline.com. 

      Incident start time: Wednesday, March 01, 2017 at 11:24 AM EST

ABOUT SUPPORT AND CLOUD SERVICES

Because Mason’s email 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 ITS Support Center for each user affected by unexpected behavior or difficulty with campus IT services like email 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 ITS Support Center.