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Frequently Asked Questions

This page hosts a collection of questions and answers. We have also included error messages and their known causes.

Select a topic to jump to a list of questions and error messages:


What will happen to my e-mail?

Students Employees

When your account is migrated you will temporarily have two e-mail accounts. Your old e-mail account will automatically be changed to forward all new e-mail to your Office 365 account. Next, e-mail that is still on the old server will be copied to your new Office 365 account. Once the forward has been added you must login to your Office 365 account from that point forward to receive new e-mail. If you check e-mail from a device or computer then you will need to change the e-mail configuration on your device.

Your TROY e-mail address will not change.

Which username and password do I use?

Students Employees

Ensure that you are using your full TROY e-mail address ( as your username when logging into Office 365 services, that you are using your Trojan Web Express password, and that you have selected to login using a school/work account instead of a personal account.

Why do I receive an error when I attempt to login to my Office 365 account?

Students Employees

For some users this may indicate that your Office 365 account has not been setup yet. Prior to the creation of your account you should receive a notification e-mail to your old e-mail account informing you that all e-mail will begin forwarding to the new account.

Verify that you are using the correct username and password.

If you are certain that your account has been created, but you still cannot access your Office 365 account, then your password may not have synchronized yet. You can force a password sync by changing your Web Express password. This procedure is not recommended if you do not know your current password and instead need to have it reset.

If you receive an error when you attempt to login notifying you that a license has not been assigned to your account then you will need to submit a Helpdesk ticket for assistance.

Why do I receive a certificate warning when I attempt to use my e-mail, an Office 365 application or a mobile app?

Students Employees

An example of the warning is included below though it may look different depending on the device that you are using to access Office 365:

Screenshot of an example certificate warning

You may receive this warning if you attempt to access your Office 365 account (including e-mail) from a desktop client or mobile app and you are also on a Troy University network (including wifi) but you have not logged into the network.

If this occurs select Cancel (you may receive the prompt multiple times) and then open your Web browser and login to the Troy University network. After a successful login you should then be able to access your Office 365 account without receiving this error.

How do I reset my Office 365 password?

Students Employees

Your Office 365 account is linked to your Trojan Web Express password. If you have forgotten your password please visit for instructions.

How long does it take for my new Trojan Web Express password to work (sync) with Office 365?

Students Employees

Synchronization of your new password can take less than 30 seconds or up to three minutes.

Why am I being asked if my account is a Work or school account or a personal account and which one should I choose?

Students Employees

If you are presented with this option when logging in you should always select Work or school to access your Troy University Office 365 account.

Image of the two different account types presented at login

Microsoft offers different accounts for personal use, which some individuals may already have associated with their e-mail address. This question helps ensure that visitors are logging into the correct account.

Why am I asked for a Domain and Server address when I try to setup my device or desktop client?

Students Employees

When adding the account to most devices or desktop clients the account information will be automatically discovered using only your full e-mail address and Trojan Web Express password.

Some devices may be unable to automatically discover your settings. When this occurs you should leave the Domain field blank and enter the following information into the Server address field:

Where is my data stored?

Students Employees

Data that is not stored on your local computer is stored in Microsoft's Office 365 cloud. The default behavior for many Office 365 programs is to store data within the cloud and all web-based activities use cloud storage. Please ensure that you keep local backup copies of any critical files in a safe place. The IT department does not manage Microsoft's Office 365 data storage systems.

Office 365

Is Office 365 just a replacement for e-mail?

Students Employees

No. E-mail is an important part of this upgrade but Office 365 also includes a number of other features and services. More information about these enhancements will be published to this site in the near future.

Will this conflict with a personal Office 365 account that I already have?

Students Employees

No. The account itself will not.

Students are not required to install the Microsoft Office software that is available; this is optional.

If you previously setup a personal/free Office 365 account, and it also uses your TROY e-mail address as your username, you will need to ensure that you login using your school/work account to access this account.

Am I required to download and install the Microsoft Office software?


Students are not required to download and install the Microsoft Office software. Access to the Office suite is provided as an optional benefit for students. The software is not required to access e-mail or other Web-based Office 365 features.

How do I download and install the Microsoft Office software?


Students that have decided to install the Microsoft Office software available in their Office 365 account should first uninstall Office software that may already be installed. Attempting to install the Office 365 edition before removing another version may create a conflict or additional problems. In some cases the installer will not execute if it detects a similar version of Office already installed.

After installation has been completed ensure that you have signed into Office 365 within your locally installed Office apps.

Links for downloading and installing versions of the Microsoft Office software are available on the default page that is visited when signing into the Office 365 portal.

Another way to find the software is, from some apps such as Outlook, to click on the gear icon in the top right of the screen and then select Office 365 settings.

On the next page click the Software link under General to access the Office software downloads for PC, Mac, tablet and smartphones.

Can I download and install individual Office programs instead of the entire Office Suite?


No, the installation program provided by Microsoft for the Office 365 version of the Office suite does not provide the ability to download and install individual Office programs that are part of the Office Suite.

Why can I only use the installed software in view-only mode? I cannot edit documents.


After downloading and installing the software you may need to sign into the software using your Office 365 account in order to activate all features. In some applications the sign-in button may appear as shown in the following screenshot:

Screenshot of sign-in button in MS Word 2016 for Mac

What are the differences between the Windows and Mac versions of the downloadable Office software?

Students Employees

Both systems can access the Web-based services. However, there are many small differences that are specific to each operating system along with some significant software differences.

Microsoft Access and OneDrive for Business are not available for the Mac. Instant messaging features are not built directly into Outlook on the Mac; use of the Skype (Lync) app is required to add this functionality.

Why can't I synchronize my data when using the Office apps on my mobile device?

Students Employees

There are two common causes that are currently known.

First, you must ensure that you have signed into your mobile Office app, such as OneNote, using your Office 365 account credentials.

Second, if you have recently updated your password then the app may not have detected the change and needs to be updated. In an app on iOS devices you will need to tap the sync button and then choose the option to View Sync Errors. This will then bring up a login screen where you can enter your new password.

How do you sync your OneDrive files on Mac OS?

Students Employees

Microsoft currently recommends that Mac users download the OneDrive app from the App Store and then run specific terminal commands to enable the ability to login using a school or work account. Users that tested the OneDrive for Business Preview app should uninstall that version before proceeding.

After completing the installation and logging into the OneDrive app users should open the Preferences for OneDrive and check the option to “Open at login” to ensure that files stay synced after restarting the system.

Get started with the OneDrive for Business Next Generation Sync Client on Mac OS X


How will I check my e-mail?

Students Employees

You will be able to check your e-mail using the Outlook Web App in a browser, a desktop client such as Outlook, or a client on your mobile device.

Will my contacts, calendars and tasks from the old e-mail account (Webmail) be migrated?

Students Employees

This answer only applies to these items maintained within the old e-mail Web interface. Information about contacts, calendars and tasks in desktop and mobile clients will be provided in the near future.

Only your e-mail will be migrated from your old account to your new account. Contacts, calendars and tasks cannot be migrated by this process.

Contacts can be exported from the old mail interface as a CSV file and then imported directly into the Outlook Web App (OWA). Calendar items can be exported from the mail system in vCalendar (.vcs) format but OWA will only supports the iCalendar (.ics) format; to import these items you will need to find a program that is capable of converting the .ics file to .vcs.

There is no method available for exporting Tasks from the old mail system.

What is "push" e-mail?

Students Employees

Your Office 365 account supports "push" e-mail notifications, a feature that was not available with your old account. E-mail accounts using POP or IMAP connections, such as the old e-mail system, could only be checked on a set interval or manually. The e-mail client had to initiate the connection to the server.

With push e-mail the server sends a notification to your e-mail client whenever there is a new message. In effect, when you have push notifications enabled you will receive a notification the instant a new e-mail hits your inbox.

Some users may find this overwhelming, especially on a mobile device and if they frequently receive many e-mail messages throughout the day. Use of push e-mail notifications is not required. You can still check your e-mail on a schedule or manually. Configuration will vary depending on the e-mail client and the device in use.

Why can I only see my newest e-mails on my mobile device?

Students Employees

Mobile devices including those using iOS and Android will, by default, only show the most recent e-mails. On iOS it displays e-mails that are a week old or newer. Android devices will only show e-mails that are up to three days old. In both Android and iOS this can be changed in your e-mail settings to display e-mails that are up to a month old. Some devices may provide the option to download e-mails that are older than the days available to sync.

This setting can be changed when the account is configured on your device or later, after it has been setup.

How do I find the e-mail folders that were migrated from my old account?

Students Employees

All of your old e-mails and e-mail folders (including custom folders that you added) will be migrated into your Office 365 e-mail account. For instructions on how to find the migrated folders please visit our Location of Migrated E-mails information.

Can I forward all of my e-mail from the Troy University account to another e-mail account?


No. Automatic forwarding of all e-mail to another account is not permitted in Office 365.

You can still forward individual e-mails to another recipient.

What is the Outlook Web App (OWA)?

Students Employees

The Outlook Web App (OWA) is the web interface for your Office 365 e-mail account. It is a great way to manage e-mail if you do not have it configured in an e-mail client or if you would like to check your e-mail from a public computer. OWA is a version of Microsoft Outlook that runs only within a Web browser.

Note that certain configuration changes performed in OWA will have a direct impact on how you use your account in an e-mail client. For example, if you setup a rule in OWA to move a message to a specific folder then you will also see this replicated when accessing your e-mail from an Outlook desktop client. You can also setup the sharing of calendars through OWA.

What is Clutter?

Students Employees

In Outlook 2016 for Windows, "Clutter" can help you filter low-priority email, saving time for your most important messages. The email server keeps track of the email you read and the ones you don't. Once you turn it on, Clutter is automatic. As new email comes in, it takes messages you're most likely to ignore and puts them into the "Clutter" folder. The more you use it, the better it gets. And if you find Clutter isn't for you, you can turn it off.

How do you turn Clutter on or off?

Students Employees

You need to turn on Clutter in Outlook Web App, so that you can use it both in Outlook Web App and Outlook.

  1. Sign in to Outlook Web App.

    NOTE: You can't turn Clutter on in the light version of Outlook Web App. You can switch to the full version by navigating to Options > Outlook Web App version and clear the Use the light version of Outlook Web App checkbox.

  2. At the top left corner of the page, select the App launcher App launcher button icon, and then select Mail.
  3. On the top right corner of the page, go to Settings Settings: update your profile, install software and connect it to the cloud > Options > Mail > Automatic processing > Clutter.
  4. Choose Separate items identified as Clutter, then Save Save.

    You can turn Clutter off anytime by selecting Don't separate items identified as Clutter.

    NOTE: The Clutter folder remains in Outlook after you turn off the Clutter feature.


"You do not have permission" error message when you try to open a shared Calendar folder in Outlook for Mac


In order to access another user's shared calendar using Outlook 2011 for Mac or Outlook 2016 for Mac you must be assigned permissions to the other user's main calendar. These permissions can be as simple as "Free/Busy" or "Available" but without a permission assignment these versions of Outlook cannot access the shared calendar.

Screenshot of shared calendar permissions error in Outlook for Mac

Reference: Microsoft Support Article 2743752


How to do you search for other users in the organization on an iOS Device?


This applies to the native mail client - not the Outlook App.

If you search for a user through adding an address in Mail, the user will not appear as they are not stored on the devices local contact list.

To add users from the Global Address List (GAL) to your contact list:

  1. Go to Contacts
  2. Select "Groups" in the upper right corner
  3. Select "Global Address List"
  4. Search for the user
  5. Click on the user and create new contact or add to existing contact.

After these steps are done, you have added the contact to your phone contacts. This will allow you to search for the user through mail when adding an address.


When creating a new mail message, you can click on the + sign to the right in the To: field. Then select "Groups" in the upper left corner of the screen. From there you can select "Global Address List" and find the address. Once the recipient is sent an email from the device, it is stored on the device. You will not need to go through the steps each time.