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UVa Centralized Exchange Service

Outlook Email Troubleshooting


As of Nov. 8, 2017, all eligible ITS Exchange accounts have been upgraded to Office 365 for Email and Calendar. See the OFFICE 365 website for email and calendaring info.

This page, documenting the now-legacy UVA Centralized Exchange Service will be available on ITSWeb until Jan. 15, 2018, after which date it will be removed.

Troubleshooting Problems with Outlook Email

Possible Solutions

I'm missing email and folders from my Outlook mailbox.
It is possible the item was deleted or accidentally moved to another folder. You can search your mailbox and other folders for the missing item(s):

In Outlook 2010

  1. Click on the File tab in the upper left hand corner and choose Options.
  2. Select Search and then choose whether you want the Current folder or All folders.
  3. Enter your search criteria in the Search window.
  4. Once you find the item(s) you are looking for you can drag and drop them or right click and select move and move them back to your inbox or desired folder.

In Outlook 2011 (Mac)

  1. Highlight Inbox.
  2. Use the Search This Folder tool found in the upper right part of the Outlook window.
  3. Enter your search criteria.
  4. Once you find the item(s) you are looking for you can drag and drop them or right click and select move and move them back to your inbox or desired folder.
  5. Deleted folders will appear in Deleted Items once you expand the view.
  6. Simply drag and drop the folder to the inbox location you desire to restore.

In Outlook Web App (OWA)

  1. With OWA open, click on the inbox below the menu options for the inbox (New, Delete, Move, Filter, View). You will see the search box.
  2. Type in your search criteria and click the magnifying glass.
  3. If you want to change the search parameters* click the down arrow to the right of the magnifying glass.
    *Note by default it searches your entire mailbox.
I just put some items into sub folders under my Inbox and now I don't see them.
Expanding the parent folder may be a solution to finding the missing folders. If you see a + sign to the left of the folder then that indicates there are sub folders beneath the parent folder. To expand the folder:

In Outlook 2010 and Outlook 2011 (Mac):

  1. Looking at your Folder list you will see a + sign to the left of the folder.
  2. Click the + sign and it will expand the folder list below the parent folder.
I seem to have deleted some items accidentally from my Outlook email. Can I recover them?
The first step is to check the Deleted Items folder. If the item(s) is not there, you can check the Recover Deleted Items folder. It is recommended that even if you don’t think you see the item you are looking for from the initial list, you should go ahead and recover the items from the date you know it disappeared. Items are kept in the Recover Deleted Items folder for 14 days. Outlook provides a way to recover items after you delete them permanently, even after you empty the Deleted Items folder:
  • Outlook 2010 instructions
  • Outlook Web App (OWA)
    1. Logon to OWA
    2. Click on Deleted Items to open the folder
    3. Right click Deleted Items and select Recover Deleted Items.
    4. Select the item(s) you would like to recover. Click the Recover icon (the folder with the arrow pointing to the right).
    5. The items will be recovered in your Deleted Items folder.
Note: Outlook 2011 (Mac) currently does not support Recover Deleted Items. Please use Outlook Web App if you need to recover a deleted item.
Outlook seems to hang and takes a long time to open and process my email.
You may see long delays when opening email, reading items, and responding to emails if you are not on a UVa network and you haven't configured the appropriate settings.

Outlook 2011 (Mac) operates differently from Windows Outlook software, so if you are experiencing delays, you might try recreating your profile:

  1. Hold down the Option key while opening Outlook 2011. This will start the Microsoft Database Utility.
  2. Notice the Identity Name. Typically, Main Identity is your default profile created when you first intalled and configured Outlook 2011. To remove this, highlight Main Identity and click the - sign at the bottom of the Identity window. This will ask for confirmation—then close Outlook and the utility.
  3. Start Outlook 2011 normally.
  4. From the Tools menu, select Accounts.
  5. Select Exchange Account.
  6. Enter your eservices credentials, and then click the Add Account button.
  7. (OPTIONAL) Personalize your Accounts description, if you like.
  8. Click the Advanced button at the bottom of the window.
  9. The Server tab should be hightlighted. Configure the Server name under Directory Service to be
  10. Click OK and close the Accounts window.
I'm having problems with my email and I'm trying to see the full headers on one of my messages. How do I do that?
Note the best way to read a email header is by starting at the bottom and reading up to the top of the header. You will only be able to see header information on emails that you receive. Sending emails do not have header information.
  • Outlook 2010 instructions
  • Outlook 2011 instructions
  • With email open and a specific message highlighted, hold down the control key and click. In the box that pops up, click View Source.
  • Outlook Web App (OWA) instructions
  • With OWA open, double-click on the specific message so that it opens in a new window. Click on the Message Details button from the menu icons at the top of the message window. Note this doesn’t give you the details that Outlook clients give, but it is all that is available through OWA.

  Page Updated: Friday 2017-11-17 11:59:46 EST