Frequently Asked Questions for End ...
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Exchange Labs
Frequently Asked Questions for End Users - Exchange Labs
[This is pre-release documentation and subject to change in future releases.]

This topic answers frequently asked questions from end users of Exchange Labs hosted mail services. The questions include the following:

You may get this error message if your account was created while the Exchange Labs site was undergoing maintenance.

Symptoms

  • When you try to log on to Outlook Web Access, you get the following error message: "The user ID you used to log on to Exchange LiveLabs does not have a valid mailbox in Exchange LiveLabs. Click Log Off and log on again using your Exchange LiveLabs user ID and password."
  • My administrator and other users don't see my user account in Outlook Web Access or in Exchange Labs.

Resolution

If logging off and then logging back on does not resolve this issue, you must contact your administrator.

To resolve this problem, your administrator must delete the account on the "Member Accounts" page at Windows Live, and then re-create the account using Exchange Labs.

You must use the Windows Live Admin Center Web site to change your account password for Exchange Labs.

Change your password

  1. Go to http://login.live.com, and then click Sign in.

  2. Sign in using your existing user name and password.

    Note:
    Skip this step if you are already signed in.

  3. On the Account Summary page, change your password by selecting one of the following two options:

    • Under Password reset information, on the Password line, click Change.
    • Under Common tasks, click Change your password.

  4. In the Change your password window, enter your old password, and then enter your new password two times.

    Note:
    You can select the option to make your password expire every 72 days.

Outlook 2007 requires that you specify your password every time that you open Exchange Labs. This behavior results from the kind of security built into Outlook 2007.

Outlook Web Access shows a total mailbox space of 2 GB. You actually have 5 GB of mailbox space. This difference will be fixed soon.

An e-mail message can contain a maximum of 125 file attachments. You can send a message to up to 5000 recipients at a time. But be aware that your total message size must be 20 MB or less. We are working on increasing the message size limit in the future.

Symptoms

  • When you try to set up your Exchange Labs e-mail account by using the auto account setup in Outlook 2007 and following the instructions in Connect to My Exchange Labs E-Mail, Outlook does not connect.
  • You receive this error, "An encrypted connection to your mail server is not available. Click Next to attempt using an unencrypted connection."

Resolution

Complete your e-mail account registration with Windows Live by logging on to your e-mail by using your Web browser at https://www.exchangelabs.com, and then selecting Outlook Web Access. When your Windows Live account registration is complete, log off. Then try to connect by using Outlook 2007. For more information, see Connect to My Exchange Labs E-Mail.

If your Web browser is Internet Explorer 6 or a later version, follow the steps below to select the option to use Outlook Web Access Light.

Note:
If your Web browser is not Internet Explorer 6 or a later version, you are using Outlook Web Access Light by default.
Select Outlook Web Access Light

  1. Log on to your e-mail at https://www.exchangelabs.com, and then sign in, selecting Outlook Web Access.

  2. In Outlook Web Access, click Options, and then click General Settings.

  3. On the General Settings page, under Accessibility, select Use the blind and low vision experience.

Currently, the only way to move Outlook 2007 data is by using a Personal Folder (.pst) file. Follow these steps to back up your current Outlook 2007 data and migrate the backed-up data to your new Outlook 2007 account with Exchange Labs.

Back up Outlook 2007 data for migration to Exchange Labs

  1. In Outlook 2007, click File, and then click Import and Export Wizard.

  2. In the Import and Export wizard:

    1. Under Choose an action to perform, select Export to a file, and then click Next.
    2. On the Export to a File page, select Personal Folder File (.pst), and then click Next.
    3. On the Export Personal Folders page, under Select the folder to export from, select the Mailbox -<user name> node (top node) of the mailbox folder hierarchy. Select the Include subfolders check box, and then click Next.
    4. On the Export Personal Folders page, in the Save exported file as field, note the location where the backup.pst file will be created. By default, it is at C:\Users\<user name>\AppData\Local\Microsoft\Outlook\backup.pst. Under Options, select Replace duplicates with items exported, and then click Finish.
    5. On the Create Microsoft Personal Folders page, click OK to create a Personal Folder file. If you want, set a password to protect the backup.pst file. This is not required.

  3. Close Outlook 2007 and back up the Outlook 2007 data to another computer or removable drive by copying the backup.pst file from the C:\Users\<user name>\AppData\Local\Microsoft\Outlook\ directory to the other computer or removable drive.

Migrate backed-up Outlook data to an Outlook 2007 account in Exchange Labs

  1. In Outlook 2007, click File and then click Import and Export Wizard.

  2. In the Import and Export wizard:

    1. Under Choose an action to perform, select Import from another program or file, and then click Next.
    2. On the Import a File page, select Personal Folder File (.pst), and then click Next.
    3. On the Import Personal Folders page, under File to import, locate the backup.pst file that you created in "Step 2 - Verify that your users have backed up their Outlook 2007 data." Under Options, select Replace duplicates with items imported, and then click Next.
    4. On the Import Personal Folders page, under Select the folder to import from hierarchy, select the top node. Select Include subfolders; select Import items into the same folder in, and then select the top node of your mailbox (Mailbox - <user name>). Click Finish.
      Important:
      After you click Finish, Outlook will import the contents of the backup.pst file into the local Outlook data store on your computer. After Outlook has copied the data into the local data store, it will start to upload the data into your mailbox on the Exchange Labs server. If you have a lot of data in your mailbox, this may take hours. Make sure that you leave Outlook connected to Exchange Labs. You can check the progress of your upload by connecting via Outlook Web Access at https://www.exchangelabs.com. Content that has uploaded to Exchange Labs will be displayed in Outlook Web Access.

Currently, Outlook 2007 lets you share your calendar with other users in your domain (for example, www.contoso.com). For more information about how to share your calendar, see Sharing your calendar.

If you can't log on to your mailbox by using Outlook 2007, Exchange ActiveSync, a POP e-mail client, or an IMAP e-mail client, try to log on by using Outlook Web Access to troubleshoot the logon failure.

For more information, see Connect to My Exchange Labs E-Mail.

Common logon mistakes

Make sure that you are fulfilling the following logon requirements:

  • Use the full SMTP domain name (someone@example.com) when you log on to your account. This is also an important configuration step for Outlook 2007, POP, and IMAP e-mail clients.
  • You must log on to your Exchange Labs account using a Windows Live ID that has the same domain name as the domain that you are logging on to. For example, if you are logging on to contoso.com, your logon name must be yourname@contoso.com. Your administrator should give you this account information when your account is newly created.

Logon mistakes specific to Outlook Web Access

The most common logon error occurs when users try to log on to Outlook Web Access through https://www.exchangelabs.com and they have a different Windows Live ID account already running in the browser.

To fix this error, close all browser windows, sign out of Windows Live Messenger or any other application that may be using your current Windows Live ID, and then go to https://login.live.com to log on with the appropriate logon account that has the same domain name as the domain that you are logging on to.

Then go to https://www.exchangelabs.com to log on to your mailbox by using Outlook Web Access.

You must log on to your Exchange Labs account by using a Windows Live ID that has the same domain name as the domain that you are logging on to. For example, if you are logging on to contoso.com, your logon name must be yourname@contoso.com.

Symptoms

  • When you click Log Off from your Exchange Labs e-mail using Outlook Web Access in your Web browser, you cannot log off. The browser continues to wait for the logoff operation to be completed.
  • When you try to log on at https://www.exchangelabs.com, you go directly to your Outlook Web Access e-mail and don't see the Sign In page because you are already logged on.

Resolution

To log off successfully, do the following:

  • Delete the cookies from your browser. In Internet Explorer 7, click Tools, select Delete Browsing History, and then select Delete Cookies.
  • Close and restart your browser by pointing to https://www.exchangelabs.com. On the Sign In page, select the Save my e-mail address option.
    Important:
    Do not select the Save my e-mail address and password option when you log on.

When you log on to https://www.exchangelabs.com, you may be prompted by Windows Live to provide user profile information long after you've set up your Windows Live user account.

Symptom

Logging on to https://www.exchangelabs.com routes you to a Windows Live page that prompts you for your year of birth and your country/region.

Resolution

This is the correct behavior for some accounts that were created for Exchange Labs before October 25, 2007, based on the Windows Live ID service agreement and privacy policy. After you have filled in the profile information and accepted the Windows Live service agreement and Privacy Statement, you will not be prompted for this information again, and you should be able to log on and use Exchange Labs as you ordinarily would.

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