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Mail Clients: FAQs for Live@edu Administrators

Applies to: Live@edu

Topic Last Modified: 2011-10-27

 

Here's what administrators are asking about using e-mail clients to connect to the cloud-based e-mail service.

Questions

Answers

I want to provide manual configuration procedures to my users who run Outlook 2007. Do I have to use Autodiscover to connect Outlook 2007 to the cloud-based service?

Yes, manual configuration of Outlook 2007 isn't supported. You have to use Autodiscover. By using Autodiscover, the cloud-based service can make changes to the server infrastructure, such as the location of your mailboxes, without affecting your Outlook clients.

The Autodiscover service requires a CNAME record in your domain. For more information, see Use a CNAME Record to Enable Outlook to Connect.

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Can Outlook 2003 or earlier versions of the Outlook client connect?

Only Outlook 2007 or later is supported. Earlier versions of the Outlook client can't connect to cloud-based mailboxes because the clients are configured to connect to a Microsoft Exchange server and so expect to find a public information store. The public information store contains public folders that store free/busy information and the offline address book. The cloud-based service doesn't store these items in public folders, so earlier versions of Outlook can't connect to the service in Microsoft Exchange Server mode.

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When users first try to configure Outlook 2007 to access their accounts, they get the following error: "An encrypted connection to your mail server is not available. Click Next to attempt using an unencrypted connection." What's wrong?

To troubleshoot this problem, perform the following steps:

  1. Confirm that the user's mailbox plan lets them connect to the cloud-based service with Outlook 2007. For example, for Microsoft Live@edu enrollments, the GalDisabledMailboxPlan doesn't permit Outlook 2007 client connections. To check the MAPI connectivity setting for a mailbox plan, run the command: Get-MailboxPlan | Format-List DisplayName,ProtocolSetting. The value MAPI§1§0§§§§§§ indicates MAPI is enabled, and the value MAPI§0§0§§§§§§ indicates MAPI is disabled.
  2. You can enable or disable MAPI connectivity for individual users. To check the MAPI connectivity setting for the user, run the command: Get-CASMailbox <user>. If the value of MAPIEnabled is False, run the command: Set-CASMailbox <user> -MAPIEnabled $true.
  3. Confirm that the Autodiscover CNAME record for the domain exists. For more information, see Use a CNAME Record to Enable Outlook to Connect.
  4. Ask the user to enable mail logging for Outlook 2007, and try to connect again. The log may contain information that helps you or the support team diagnose the problem. For more information, see Turn on Logging for Your Account in Outlook.

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I've configured the Autodiscover CNAME record, but some users still can't access their accounts using Outlook 2007. What's wrong?

This problem occurs if the display name on the cloud-based mailbox is the e-mail address. When users create a new profile for their cloud-based mailbox in Outlook 2007, they are prompted to enter their name, their e-mail address, and their password. Because the name that they specify in Outlook 2007 is not the same as the display name of their mailbox in the cloud-based service, Outlook 2007 can't connect to their mailbox. The easiest way to fix this problem is to change the display name of the cloud-based mailbox from the user's e-mail address to their first and last name. Here's how:

  1. Sign in to the Exchange Control Panel using your Exchange Online administrator credentials.
  2. Select Manage My Organization > Users & Groups > Mailboxes.
  3. In the Mailbox list, select the mailbox to modify and then click Details.
  4. In the Display name field, enter the correct first name and last name. This is the value that the user should specify in the Your Name field in Outlook 2007 when the user set up Outlook 2007 to connect to their cloud-based mailbox.
  5. Click Save, and then tell the user to try to connect to their cloud-based mailbox in Outlook 2007.

In the cloud-based service, the e-mail address is used as the display name for the account that you use to enroll your domain.

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What Exchange ActiveSync mailbox policies are set by the cloud-based service?

See Set Up Exchange ActiveSync Access to Your Mailbox.

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Can users access their cloud-based mailboxes using Outlook Mobile Access or Wireless Application Protocol (WAP)?

No. We don't support Outlook Mobile Access or WAP. We support Exchange ActiveSync, POP, and IMAP to access and synchronize a mailbox with a mobile phone. For more information, see Set Up Your E-Mail Account on Your Mobile Phone. There are third-party applications that add Exchange ActiveSync, POP, or IMAP capabilities to mobile phones that don't natively support them.

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Do you support the IMAP4 IDLE command?

Yes, we support the IMAP4 IDLE command. The IDLE command allows IMAP4 clients to send and receive their messages in near real-time. The IMAP4 IDLE command is defined in RFC 2177.

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One of my users gets an error that says she has tried to sign in to her account too many times with an incorrect e-mail address or password. What should I do?

When someone tries to sign in to an account with an incorrect e-mail address or password too many times, Windows Live locks the account to protect the user.

When a user tries to sign in to a locked account, they get this error message:

Sign in failed.

You've tried to sign in too many times with an incorrect e-mail address or password, or someone else is trying to sign in to the account.

To fix the problem, do one of the following:

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