Knowledgebase: OCAD U 365 Email
OCAD U 365: Known Issues
Updated: 17 February 2017 10:02 AM

Before reading the following, your issue may be resolved upon careful review of a personalized email you received on Friday, February 10 with the subject: "OCAD U 365: Migration and Configuration of your OCAD U Email".  

If you are having device configuration trouble and need to access your email and calendar immediately, you may access both by browsing to 365.ocadu.ca and logging in with your OCADUid and password.  

 

1. Authentication failure while configuring devices.
2. Out of Office (Auto-response tool) not turning off following the migration.
3. Mac iCal calendar not showing up after reconfiguring Apple Mail App.
4. Shared calendars not showing up in Outlook application.
5. Android device not configuring properly for my OCAD U email.
6. I seem to be unable to log out fully from the web application when logged in on a browser
7. 'Verify Certificate' warnings appear when using Outlook for Mac.
8. You receive errors in the OS X Calendar application when accepting or declining calendar events
9. Legacy "Shared Workbook" Function Blocks Sharing in Office 365

 

1. Issue: Authentication failure while configuring devices. 

Solution: Ensure that you are entering the correct username format for OCAD U 365 in the username field and you are using your OCAD U password.  

Your OCAD U 365 username format required for configuring devices is your OCADUid followed by '@ocadu.ca'. Your OCADUid is the username you use to log in to other OCAD U services such as Canvas or MyOCAD U.

Example:

Name Test Cupcakes
Email Address tcupcakes@faculty.ocadu.ca
OCADUid cupcakest
OCAD U 365 Username for device configuration cupcakest@ocadu.ca


2. Issue: Out of Office (Auto-response tool) is not turning off following the migration
.  

Solution: Browse to https://365.ocadu.ca and log in with your OCADUid and password. Select "Settings" in the top right of the screen and Select "Automatic Replies" in the drop down menu. Turn the automatic reply setting off and on again (or vice-versa). Ensure you click "OK" with each change you make for the change to be applied. Your issue should now be resolved.  

 

3. Issue:  Mac iCal calendar not populating after re-configuring the Apple Mail App.  

Solution: Delete and re-add your Exchange account in Account Settings in the iCal application. The initial iCal sync takes some time (sometimes hours) to complete. We highly recommend updating OS X to Sierra 10.12 for best results. iCal is known to be problematic with Office 365 calendars due to Apple's implementation of the Exchange protocol. If you continue to experience issues with iCal sync, we recommend using the web client or Microsoft Outlook for a much better experience.

 
4. Issue: Shared calendars not showing up in Outlook application. 

Solution: Click on "Open Shared Calendar" in the toolbar while in your calendar and type in the name of the person whose calendar you would like to open. Note: You must be granted the appropriate permissions to view another users' calendar.  Contact the user whose calendar you would like access to to confirm permissions.

 

5. Issue: Android device not configuring properly for my OCAD U email. 

Solution: Due to the unique nature of varying types of Android devices in existence, if you followed the provided instructions carefully and it is still not working, please visit the IT Help Desk or email ocadu365@ocadu.ca for assistance. 

 

6. Issue: I seem to be unable to log out fully from the Office 365 web application when logged in on a browser. 

Solution: When signing out, you will see a message that says "Hang on a moment while we sign you out". The sign out process for Office 365 takes a few seconds to complete.  Please wait until you see the following message: "You signed out of your account" to ensure that you have been completely signed out of the service. This is especially important when working from a shared computer as your OCAD U 365 session may still be active for the next user of the computer. For additional security, we highly recommend using Chrome "Incognito" mode or Firefox "Private Browsing" when using OCAD U 365 on any computer, but especially shared computers.

 

7. Issue: 'Verify Certificate' warnings appear when using Outlook for Mac (Updated May 30, 2017)

Cause: Microsoft recently revoked and replaced a SSL certificate. The old certificate is cached on your system and is causing issues when attempting to authenticate to Office 365 via Outlook.
Solution
:

  • Quit Microsoft Outlook completely (Shortcut: Apple-Q)
  • Once Outlook is closed, click on the magnifying glass icon in the top right hand side of your screen. The Spotlight Search window will appear. Type Keychain Access into the field and press enter with the Keychain Access application highlighted or double click the icon
  • The Keychain Access window will open. Only make the suggested changes below. Making other changes to your keychain could cause further unintended issues. If you are not comfortable following these steps, please contact the IT Help Desk.
  • In the search bar in the top right hand side of the window, type in:  outlook.office365.com
  • For any result that shows 'Certificate' in the 'Kind' column, click on the entry once to highlight it and then press the delete key on your keyboard.  You will be asked to confirm the deletion.  Click 'Delete' in the window that appears.
    • If no results are returned that are certificates, this is OK - move on to the next steps.
  • In the search bar in the top right hand side of the window, type in:  outlook.com
  • For any result that shows 'Certificate' in the 'Kind' column, click on the entry once to highlight it and then press the delete key on your keyboard.  You will be asked to confirm the deletion.  Click 'Delete' in the window that appears.
    • If no results are returned that are certificates, this is OK - move on to the next steps.
  • Relaunch Outlook
  • If you continue to see the 'Verify Certificate' warning window, do the following:
    • Click 'Show Certificate'
    • Click the checkbox beside 'Always trust...'
    • Click Continue at the bottom right

 

8. Issue: You receive errors in the OS X Calendar application when accepting calendar events (Updated July 28, 2017)

Cause: Apple's implementation of Microsoft Exchange is not ideal and causes random errors for some users.  Error message may be similar to: "Calendar can't accept the event "<event name>" on the Exchange Server.  There was an error attempting to send your changes to the exchange server."

Solution:

  • Please consider using Microsoft Office 2016 and the Outlook application to manage your OCAD U email and calendar.
  • All active staff and faculty receive 5 copies of Office 2016 to install on personally managed devices. You can download your copy via the 365 portal at: https://365.ocadu.ca and click on the 'Install Office 2016' link at top right. Any copies of Office 2016 attached to your OCAD U account only remain licensed for as long as you are an active staff/faculty member.  If you leave the institution, you must purchase a license to continue using the software.
  • OCAD U ITS managed OS X systems should have Microsoft Office pre-installed. Please visit an IT Help Desk if you believe this is not the case or if Office requires an upgrade to the 2016 version.

Alternative Solution:

  • First, please ensure OS X and your Calendar application is fully up-to-date.  We recommend updating to OS X 10.12 Sierra, including all available proceeding updates ASAP. How to update your Mac.
  • Clear the OS X Calendar cache by carefully following the instructions at this site:  https://michaelkummer.com/fix-calendar-cant-save-event-x-exchange/
    • This solution is not straight-forward, but is known to help. The first solution above is preferred.

 

9. Issue: Legacy "Shared Workbook" Function Blocks Sharing in Office 365

Cause: The legacy feature of "Shared Workbook" in Microsoft Excel if turned on for documents, will no longer work when migrated to Office 365. Additionally, it blocks the inherent Sharing functionality within Office 365.

Solution: Turn off legacy feature prior to migration the Office 365. If file is already migrated, store locally on computer, turn off feature, save and re-upload to OneDrive or SharePoint (Departmental document library)