RESOLVED: Outlook Connectivity Issues – October 4, 2018 09:00 PT

09:00 PT October 4, 2018

Please be advised that technicians have worked with Microsoft to resolve the Outlook connectivity issues.  If you are still unable to open Outlook, please restart your computer and try again.  If you require further assistance, please contact the IT Service Centre Help Desk.


17:00 PT October 3, 2018

The team is continuing to work with Microsoft to resolve this issue. Please review the workarounds listed below if you encounter any Outlook-related issues.


17:00 PT October 2, 2018

Here are some updates on each of the issues previously identified:

Outlook (PC) users who are unable to open Outlook and instead receive an error “Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The information store could not be opened.”

  • UBC IT is continuing to investigate the reported issues when connecting from home networks with Microsoft.  In the meantime, please continue using the workarounds as noted previously

BC Children’s and Women’s Hospital staff who cannot open Outlook

·         UBC IT is currently working with the technical team at the BC Children’s and Women’s Hospital to resolve the issue


16:00 PT October 1, 2018

Here are some updates on each of the issues previously identified:

Outlook (PC) users who are unable to open Outlook and instead receive an error “Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The information store could not be opened.”

·         A small number of users are reporting an issue opening or accessing Outlook.

·         Available workarounds:

o    You can connect to the UBC VPN service before opening Outlook. To set up VPN access, please visit https://myvpn.ubc.ca

o    You can use FASmail Webmail at https://www.mail.ubc.ca

o    You can configure your mobile device to retrieve your email. Set up instructions can be found here: https://it.ubc.ca/services/email-voice-internet/ubc-faculty-staff-email-fasmail/fasmail-setup-documents#emailsetup

o    If you are using Outlook 2010, you can try the following: Go to Control Panel > Mail > E-mail Accounts > Change > More Settings > Connection > uncheck “Connect to Microsoft Exchange using HTTP”

§  Note that making this change may fix the issues but may result in additional configuration when your mailbox is upgraded.

·         If you are accessing Outlook from a department’s network, it’s possible that changes to the department’s firewall may be required by your IT Administrator.

·         If you are accessing Outlook from home or via Wireless, further investigation will be required. The Email team is currently working with Microsoft to isolate and resolve the issue.


Users Unable to Attach Files in Webmail

·         The team is currently testing a modification of the webmail login page that would restore the “Light Version” checkbox functionality. This feature will be coming soon.

·         When the upgrade of FASmail and migration of mailboxes is complete starting in late 2018 and continuing into 2019, this will no longer be an issue.

·         In the interim, the following workaround is available for those who wish to use the Webmail client: https://ubc.service-now.com/kb_view_customer.do?sysparm_article=KB0016091

·         Another alternative would be to use a desktop email client. Setup instructions can be found here: https://it.ubc.ca/services/email-voice-internet/ubc-faculty-staff-email-fasmail/fasmail-setup-documents#emailsetup

If reporting an incident to the IT Service Centre, please indicate where you are connecting from, what error message you are seeing, which email client you are using and any additional details that you think may be relevant.


12:00 PT September 26, 2018

Here are some updated on each of the issues previously identified:

Outlook for Mac 2011 users who are receiving a “Logon failure: unknown user name or bad password” error even if the username/password are correct.

·         To resolve this issue, open Outlook for Mac 2011, go to the ‘Tools’ menu and select ‘Accounts’. In the ‘User Name’ field, add  ead\  before the username.

·         This issue only appears to affect Outlook for Mac 2011. Specifying the domain before the username is not required in Outlook for Mac 2016.

 

BC Children’s and Women’s Hospital staff who cannot open Outlook

·         The technical team at the BC Children’s and Women’s Hospital has made a firewall change at approximately 11:00am which should resolve this issue for those who were affected.

 

Outlook (PC) users who are unable to open Outlook and instead receive an error “Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The information store could not be opened.”

·         The team is still investigating this issue. In the interim, you can get around this issue if you connect to the UBC VPN service before opening Outlook. To set up VPN access, please visit https://myvpn.ubc.ca

·         If you are accessing Outlook from a department’s network, it’s possible that changes to the department’s firewall may be required by your IT Administrator.

·         If you are accessing Outlook from home or via Wireless, further investigation will be required.


Users Unable to Attach Files in Webmail

·         When the upgrade of FASmail and migration of mailboxes is complete starting in late 2018 and continuing into 2019, this will no longer be an issue.

·         In the interim, the following workaround is available for those who wish to use the Webmail client: https://ubc.service-now.com/kb_view_customer.do?sysparm_article=KB0016091

·         The team is currently investigating if it’s possible to restore the “Light Version” checkbox functionality on the login page.

·         Another alternative would be to use a desktop email client. Setup instructions can be found here: https://it.ubc.ca/services/email-voice-internet/ubc-faculty-staff-email-fasmail/fasmail-setup-documents#emailsetup

If reporting an incident to the IT Service Centre, please indicate where you are connecting from, what error message you are seeing, which email client you are using and any additional details that you think may be relevant.


16:30 PT September 25, 2018

We are still receiving tickets for isolated cases of Outlook users who are unable to access their mailbox.

Reported issues include:

Outlook (PC) users who are unable to open Outlook and instead receive an error “Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The information store could not be opened.”

o   If you are accessing Outlook from a department’s network, it’s possible that changes to the department’s firewall may be required by your IT Administrator.

o   If you are accessing Outlook from home or via Wireless, further investigation will be required.

o   Please ensure that you restart your computer as a first step before submitting a ticket to the IT Service Centre.

o   Note that you can get around this issue if you connect to the UBC VPN service before opening Outlook. To set up VPN access, please visit https://myvpn.ubc.ca


Outlook for Mac 2011 users who are receiving a “Logon failure: unknown user name or bad password” error even if the username/password are correct.

o   The team is still trying to isolate the cause of the issue as it is not affecting all Outlook for Mac 2011 users.


BC Children’s and Women’s Hospital staff who cannot open Outlook

o   The technical team at the BC Children’s and Women’s Hospital is working on updating firewall rules to resolve this issue.

 

Please see the other workarounds listed in the previous update below.

 

If reporting an incident to the IT Service Centre, please indicate where you are connecting from, what error message you are seeing, which email client you are using and any additional details that you think may be relevant.

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10:30 PT September 25, 2018

 

There are some reports of Outlook connectivity issues with FASmail at the BC Children’s and Women’s Hospital.

Technicians are working with contacts at that location to investigate and correct the reported issues.

There are a few other isolated reports that we are continuing to investigate. If you continue to experience issues, please report the issue to the IT Service Centre and try one of the following workarounds as an interim measure:

 

1)      Use FASmail Webmail at https://www.mail.ubc.ca

2)      Connect to the UBC VPN service before opening Outlook. To set up VPN access, please visit https://myvpn.ubc.ca

3)      Configure your mobile device to retrieve your email. Set up instructions can be found here: https://it.ubc.ca/services/email-voice-internet/ubc-faculty-staff-email-fasmail/fasmail-setup-documents#emailsetup

 

If reporting an incident to the IT Service Centre, please indicate where you are connecting from, what error message you are seeing, which email client you are using and any additional details that you think may be relevant.

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