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Durham University

Computing and Information Services

Frequently Asked Questions

List of FAQ categories

Exchange - Email (Outlook 2013)

+Can I create an Out of Office reply to messages I receive when I am out of the office?

Outlook 2013 / 2016:

  1. From the Menu Toolbar select File | Info | Automatic Replies
  2. Select the option to Send automatic replies
  3. Set the required time range if required
  4. Add your Out of Office reply
  5. Click the Outside My Organisation tab and make the required changes - CIS advice is not to send external out of office replies 
  6. Click OK

Office 365:

  1. Click Settings then Automatic Replies
  2. Select the option to Send automatic replies
  3. Set the required time range if required
  4. Add your Out of Office reply
  5. CIS advice is to disable the option to send external out of office replies 
  6. Click OK

+Can I delete an attachment from an email message?

Outlook 2013 / 2016:

  1. Click the message containing the attachment.
  2. In the Reading Pane, right-click the attachment and select Remove Attachment 

Note: these instructions also apply to Outlook 2010.

+Can I recall an email message I have sent?

You can recall a message if the recipient hasn't read it.

Outlook 2013:

  1. From the email folders list, click Sent Items
  2. Double-click the message you want to recall
  3. On the Message tab, in the Move group, click Actions (there is an Actions drop-down menu in Outlook 2016), and then click Recall This Message 
  4. Click Delete unread copies of this message
  5. Click OK

NB: These instructions also relate to Outlook 2010.

+Can I recover deleted emails and folders?

Please note: It is not possible to recover deleted items older than 30 days.

Outlook 2013 / 2016:

  1. Click on the Deleted Items folder then from the Menu Toolbar select the Folder tab, then Recover Deleted Items. A new window will open which will contain a list of your previously deleted items.
  2. Select the items you wish to recover and click the Recover Select Items button. The items will appear in the Deleted Items folder.

NB: These instructions also apply to Outlook 2010.

Office 365:

  1. Click on the Deleted Items right-click and select  Recover Deleted Items. A new window will open which will contain a list of your previously deleted items.
  2. Select the items you wish to recover then right-click and Recover . The items will appear in the Deleted Items folder.

+How can I back up my email before leaving Durham

If you are leaving the University, or are switching to a department which has their own email server, then you may wish to take a copy of your current emails from the CIS Exchange server. You can only carry out these instructions while your emails are still being delivered to the CIS Exchange email system. The following instructions are for Microsoft Outlook. If you primary means of access your Durham email is via OWA, you will need to request IMAP is enabled on your account, configure Outlook for IMAP and then export your mail folders.

  1. On the File menu, click Options
  2. Select Advanced from the left hand menu
  3. Locate the Export heading and click the Export button
  4. From the list, click Export to a file and click Next
  5. Select Outlook Data File (.pst), and then click Next.
  6. Click the folder that contains the messages you want to back up. If the folder contains a subfolder that you want to include, select the Include Subfolders check box, and then click Next.
  7. Under Save exported file as, click Browse, and then specify a name and location for your backup file, for example, Mail Backup.
  8. If you back up a .pst file that you have backed up to before, click one of the following:
  • Replace duplicates with items exported - Existing data will be overwritten with the information in the file being exported.
  • Allow duplicate items to be created - Existing data will not be overwritten, and duplicate information will be added to the backup file.
  • Do not export duplicate items - Existing data will be kept, and the duplicate information in the folder will not be copied to the backup file.
  1. Click Finish.
  2. You will be asked to enter a password to secure your file, then press OK

Now that you have made a copy of your emails from the CIS Exchange server you can burn this to a CD and take it home with you, or to your new department to be imported into their email server.

+How can I find the size of my Exchange mailbox and folders in Outlook?

Outlook 2013:

  1. File | Info | Cleanup Tools | Mailbox Cleanup | View Mailbox Size

NB: These instructions also refer to Outlook 2010.

 For Outlook 2016, go to File | Info the folder size is displayed under the Mailbox Cleanup section

+How do I add delegates to my Exchange account?

You can add delegates to your mail folders in Outlook. This enables you to allow users to send mail, view Calendar/Journal entries and make modifications on your behalf.

Outlook 2013:

  1. You need to make sure you have logged in using the correct account that you want to grant delegate access to.
  2. Select FileInfo | Account Settings Delegate Access
  3. Click the Add button.
  4. You need to select the name of the person from the Global Address List (GAL), then press Add | OK. The Delegate Permissions window will open and from here you can grant the relevant permissions you want the user to have. Using the drop down menus for each folder, choose the type of access you wish to grant e.g. you may wish to grant editor access to your calendar and reviewer access to your Inbox.
  5. Check the option to automatically send a message to summarize the access permissions you have granted and select OK.
  6. By checking this option, the user or users you have granted delegate access to will receive an email informing them of this. The email also informs the user how to access the folder.

NB: These instructions also relate to Outlook 2010.

+How do I add Send on Behalf Of secondary mailboxes in Outlook 2013 / 2016?

In order to use the Send On Behalf Of feature for another users Exchange account (once you have been granted permission to their account), you need to add to the secondary account to your existing Exchange folder list.

  1. From the Menu Toolbar select File | Info | Account Settings
  2. Ensure the default Exchange account is selected (It is listed as Microsoft Exchange) and click Change
  3. Click More Settings
  4. On the Window that appears select the Advanced tab.
  5. Select the Add
  6. In the Add Mailbox window, you need to put in the username of the account you need access to, and select Add
  7. Click OK | Next
  8. Then click Finish

You should now see the additional mail folders have been added to the existing folder list but will appear at the bottom of your folder tree.

    If you have any problems accessing the folders after this, the first thing to do is check the relevant folder permissions.

    NB: This instructions are also relevant to Outlook 2010.

    +How do I add sender to 'Safe Senders' list in Outlook 2013

    1. Click on the Junk Email folder.
    2. Select the email you want to add to the Safe Senders' list.
    3. On the Home tab, click Junk and select 'Never Block Sender'.
    4. Selecting Junk Email Options from Junk on the Home tab will display a list of Safe Senders. Additional Safe Senders can be selected from here.

    +How do I create an Email Signature in Outlook?

    Outlook 2013:
    1. From Outlook Select File | Options
    2. Click the Mail link
    3. Click the Signatures button
    4. The create new signature window will open
    5. Click New, and enter a name what you want to call the signature file then click OK
    6. Type what you want your email signature to be
    7. Chose the default signature for New messages and Replies/forwards
    8. Click Ok
    The easy way to check it has attached your Signature file successfully is to compose a new email. You should now see the signature inserted automatically.

    NB: These instructions also work for Outlook 2010.

    +How do I create filters in Outlook for Virus and Spam marked emails?

    1. From the main Outlook client select: Home | Rules and Manage Rules
    2. The Rules/Alerts window will open
    3. Select: New Rule, the Rules Wizard window will then open
    4. Select ‘Start creating a rule from a template’
    5. In the ‘Select a template’ section, select ‘Move messages with specific words in the subject to a folder’
    6. In the section beneath this titled ‘Edit the description rule’ select ‘Specific Words’
    7. You need to add the specific words you want the rule to search for individually
    8. Enter the following as shown: {Spam?} then click ‘Add’ then enter {Virus?} and click ‘Add’
    9. Once you have added the words click Ok
    10. Now you have added the words, you now need to select Move to specified folder. This will allow you to either select a current folder where you want Outlook to store the email which has been filtered, or allows you to create a new folder or you can select to automatically move them to deleted items and they will automatically be deleted
    11. It is best to check the folder which you have chosen for virus/spam email from time to time to make sure that you haven’t missed any legitimate emails which may have been filtered by the rule you have created
    12. Once you have done this, click Finish | Apply, you will now see the rule created in the Rules/Alerts window. It will be called: {Spam?} or {Virus?}
    13. From the Rules / Alerts window you can also modify and delete the rules if you need to change them at a later date

    +How do I import iCal dates into Outlook?

    To add dates such as those from to your Outlook calendar, follow the instructions below:

    1. Save the iCal file to your Computer.

    2. In Outlook, Click file and select Import and export... to open the Import and Export Wizard.

    3. From the list of options, select Import an iCalendar or vCalendar file (.vcs) and click Next >

    4. Use the Browse window to locate the iCal file and then click Ok.

    The dates will now be available in your calendar.

    +How do I open archive files in Outlook 2013 / 2016?

    To open archive files in Outlook 2013.

    1. Click the File tab
    2. Click Open and Export
    3. Click Open Outlook Data File
    4. Browse to find the .pst file you want to open and double-click it
    5. The archive folder will appear in bottom of the Outlook Mail folder view

    NB: These instructions also relate to Outlook 2010.

    +How do I set a 'reply to' field in Outlook 2013 / 2016?

    When creating a new message, in the message creation window,

    1. Select Options tab
    2. Click Direct replies to
    3. In the window that opens up check the box labelled: Have replies sent to:
    4. Enter the address required or select it from the Global Address Book.
    5. Click Close
    6. Type and send the message.

    Its is not possible to set a reply-to field using Outlook Web Access

    +How do I share mail folders in Outlook 2013 / 2016?

    Outlook 2013:

    1. Right-click the top level mail folder which is entitled: ‘Mailbox – Initial-Surname’ and choose ‘Folder permissions’ from the options available.
    2. This will open up the ‘Mailbox’ properties and should show the ‘Permissions’ tab
    3. Click ‘Add’ and choose the name of the person you want to add from the ‘Global Address List’
    4. When you have highlighted the persons name from the Global Address list press ‘Add
    5. You will now see the persons name listed in the ‘Permissions’ box
    6. You now need to set the permissions you want this person to have.
    7. Make sure you have their name highlighted, and then using the drop down box labeled permission level, select the most appropriate title.
    8. You now need to select the check boxes for the title you have chosen depending on what permissions you want the person to have.
    9. Once you have done this, select ‘Apply

    Now you have added the access permission to the top level it does not automatically give the person access to the other folders in the mailbox.

    Permission must be granted on a per folder basis.

    You need to follow the above process for each folder you want to grant access to.

    Once you have granted the relevant folder permissions, these now need to be added to the user’s Exchange account.

    NB: These instructions are also valid for Outlook 2010.

    +My email preview in Outlook is on the right hand side, how do I change it to the bottom?

    In Microsoft Outlook go to View, Reading Pane then check Bottom. If you find you preferred the email to preview on the right hand side go to View, Reading Pane then check Right.

    +What is the maximum size of attachment I can send?

    The maximum size of attachment you can send from an Exchange enabled account is 15MB.

    If you try to send a message larger then 15MB it will remain in your Drafts folder and will count towards your mailbox quota size.

    If you have large messages in your Drafts folder, you should delete them and empty your Deleted Items folder.

    +What is the Office 365 Exchange Online quota for staff & postgraduate students?

    All Durham Office 365 accounts are subjected to mailbox quotas. For staff & students the quota is 50GB.

    Please see for University advice on Records Management.

    +Why can I not see mail folders I have been given permission to view?

    Users who grant access permissions to their email folders must also ensure that they apply the permissions to the top level of their mailbox in addition to individual mail folders.

    If you are unable to open mail folders which you know you have the required permissions to access, please check with the owner of the account that they have followed the instructions in the following FAQ.

    Instructions on accessing secondary mail folders can be found via the following FAQ.