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Office 365 - Common Issues

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Troubleshoot frequently asked questions and problems in Office 365.

In this page

Forgot password

If you forget your NDSU password, contact the IT Help Desk at 231-8685 (option 1) or bring your NDSU ID Card to one of our IT Help Desk locations, and they will help you reset it.

Email mistakenly delivered to Junk folder

If email messages are mistakenly delivered to your Junk Email folder instead of your inbox, you have several options to correct this issue:

Outlook 2016/2019 (Windows)

To make it easier to review your Junk folder for wanted messages, add the Junk folder to your favorites list in Outlook:
  1. Locate your Junk Email folder in your folder list on the left folder pane in Outlook
  2. Right-click on the Junk folder
  3. Select Show in Favorites
  4. Click and drag the folder in the Favorites pane to the desired spot in your Favorites list
To move wanted messages out of your Junk folder:
  1. Click on the Junk Email folder
  2. Right-click on the message you want delivered to your Inbox
  3. Move your cursor over Junk
  4. Select one of the following based on what you wish to happen in the future:
  • Never Block Sender - Email from this particular address will always go to your Inbox, not your Junk folder
  • Never Block Sender's Domain - Any message from the sender's domain (what is after the @ sign) will always go to the Inbox
  • Not Junk - Only this message will be moved to the Inbox
Or, you have the option to turn off Junk email filtering completely:
  1. Right-click on any email message in your Inbox
  2. Select Junk, then choose Junk Mail Options
  3. Select No Automatic Filtering
  4. Click OK

Outlook 2019 (Mac)

  1. Review your Junk folder by clicking on Junk Email
  2. Control-click on the message you want delivered to your Inbox
  3. Select Mark as Not Junk to move this single message to your Inbox (Note: This will not prevent future messages from this sender from being delivered to your Junk folder.)
To ensure messages from a specific sender are always delivered to your Inbox, you can add the sender to your contacts:
  1. Control-click the email from the sender you want to add
  2. Select Sender, and then choose Add to Contacts
  3. Click Save and Close in the Contacts window to finish

Webmail (Outlook Web Application)

To safeguard messages from being mistakenly delivered to the Junk folder, you can add the sender or domain (what is after the @ sign) to your "safe senders" list or you can turn off Junk email filtering.

Add a safe sender:
  1. Go to the Microsoft Office 365 login page (right click to open in a new tab or window)
  2. Log in to Office 365 using your email address and password
  3. Click Outlook in the top menu
  4. Click the gear button in the upper right corner next to your name and choose Options
  5. Click block or allow in the left menu
  6. Make sure the button next to Automatically filter junk email is selected
  7. Type the sender's email address or domain in the text field under safe senders and recipients and then click +
  8. Click save to finish
OR, turn off Junk email filtering completely:

NOTE: Turning off Junk email filtering can lead to an increase in the number of spam email messages delivered to your Inbox.
  1. Go to the Microsoft Office 365 login page (right click to open in a new tab or window)
  2. Click Outlook in the top menu
  3. Click the gear button in the upper right corner next to your name and choose Options
  4. Click block or allow in the left menu
  5. Choose Don't move email to my Junk Email folder
  6. Click save to finish

Changing the default address list to the Global Address List

By default, Outlook is set to open the Offline Global Address List. This needs to be changed to open to the Global Address List.
  1. In Outlook, open your Address Book
  2. In the Address Book, click Tools
  3. Click Options
  4. In the drop down box at the bottom, select Global Address List
  5. Click OK
  6. Close your Address Book

Set up email forwarding in Office 365

  1. Log into your account at Microsoft Office 365 login page(right click to open in a new tab or window)
  2. Select Outlook
  3. Select View all Outlook settings
  4. Select Forwarding
  5. Check the Enable forwarding box
  6. Enter the address you wish to forward email to in the Forward my email to: box
  7. It is recommended you check the Keep a copy of forwarded messages checked to ensure you do not lose any email
  8. Click Save to finish




Keywords:email, 365, junk, outlook, spam, safe, sender, global, address, list, forward   Doc ID:95599
Owner:Marisa M.Group:IT Knowledge Base
Created:2019-11-06 10:25 CSTUpdated:2020-09-14 13:32 CST
Sites:IT Knowledge Base
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