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UVA Centralized Exchange Service

General FAQs about UVA’s Centralized Email & Calendaring System


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.

Frequently Asked Questions about the UVA Exchange Service

Answers to FAQs about the UVA Exchange Service

What’s my UVA Exchange account login and password?

Your Exchange username is eservices\ followed by your UVA computing ID (e.g., eservices\mst3k).

Your Exchange password is your Eservices password. Don’t know this password? It is probably synchronized with your other UVA passwords. You can reset it via the Manage Your Passwords tool.

How do I go about getting an account on the UVA Exchange Service for the first time?
See Get Started with the UVA Centralized Exchange Service.
Are "generic" accounts permitted on UVA Exchange?
Yes, although "generic" accounts (such as for departmental use) are granted only in cases of demonstrated need, and only to support business processes of the University. "Generic" accounts are referred to as "Shared Exchange Mailboxes." Request a Shared account on UVA Exchange now or learn how to access or send email from a shared Exchange mailbox.
What is the Global Address List (GAL)?

The pre-populated Global Address List (GAL) contains all contacts at the University of Virginia: all UVA faculty, staff, shared resources (such as conference rooms), and distribution lists for MyGroups. (Note that even those at UVA who do not actually use the UVA Centralized Exchange Service still appear in the GAL.) The GAL essentially works as an offline address book.

From time to time, the GAL may be updated to include new information about others at the University, so you may want to download a new copy of the GAL into your Outlook occasionally. (If, e.g., you receive an email “bounceback” message after sending someone an email who you are certain works at UVA, that suggests that your version of the GAL is outdated, and you need to get a more recent version of it in order to get their correct, updated email address.)

How do I download a copy of the GAL?

Since Outlook for Windows keeps a cached copy of the Global Address Book (GAL), new or changed mailboxes might not be reflected until the next day. This cache can also become “stuck” and not update, causing Outlook to have either incorrect or missing GAL entries and emails sent to others to bounce. Manually updating your Outlook's copy of the GAL can resolve such issues.

Outlook 2011 for Mac does not keep a local copy of the GAL, so it is updated each time you click Send/Receive. But to update the GAL in Outlook 2013 or Outlook 2010:

  1. In Outlook, click the Send/Receive tab, then Send/Receive Groups, then “Download Address Book” as shown:

    Outlook 2010:
                                            the GAL in Outlook 2010

    Outlook 2013:
                                            the GAL in Outlook 2013

  2. Uncheck the box next to “Download changes since last Send/Receive” and click OK.
  3. After about 5-10 minutes, Outlook will have finished downloading a fresh copy of the GAL and your offline address book will be up to date.
I want to change the appearance of my name in the From: line of emails sent from my Exchange account. How do I do this?

You do have some control over the appearance of your name and email address as it appears in Exchange. By UVA policy, your legal name must appear with your University email address, but you can add your nickname or preferred name if desired (please note that this change takes at least a week to appear in the Exchange Global Address List). You cannot change your legal name as displayed, however, as that is derived from what is displayed on your Social Security card. If your name has legally changed, contact your HR Representative for assistance.

To add a preferred name to your displayed email address similar to “Turner, Michael Sean (Mike) <>”:

  • If you’re paid by the Integrated System:
    1. From the Integrated System, click Launch HR/Finance & Self-Service. Log in.
    2. Click UVA Employee Self-Service in the Main Menu to expand the options.
    3. Click Personal Information.
    4. In the “Basic Details” section, click Update.
    5. Select the appropriate radio button, either Correct or complete the current details or Enter new information... and click Next.
    6. Under “Name” enter your Preferred Name, e.g., Mike, and click Next.
    7. Click Next again to confirm, then click Submit.
  • If you’re not paid by the Integrated System:
    1. Go to the whois Directory Update Service.
    2. Click Please Click Here to Login to Review and Update Your Directory Information.
    3. Authenticate by providing your official last name, 9-digit University ID number, birthdate, a system account you have at UVA and a password to that system.
    4. Click Submit Information.
    5. Follow instructions to update your nickname and click Submit Information.
  • If you don’t know whether you’re paid by the Integrated System: Contact your HR Specialist or your supervisor.
Can UVA students have UVa Exchange accounts?

UVA Exchange accounts are not automatically created for students, but if a student works for a department as an employee or volunteer, and needs to schedule meetings or reserve resources such as conference rooms, or read and send emails through a shared Exchange mailbox, the department can request an Exchange account for a student by contacting the UVA Help Desk, at no charge. Departments can request accounts for non-employee students as well, but must sponsor them, since a PTAO is required for these.

What is my Exchange mailbox quota, and will I be notified if I’m getting close to it?
UVA Centralized Exchange mailbox quotas are 6 GB.
  • You will receive an email warning message if your mailbox size is at 5.939 GB.
  • You will be unable to send email if your mailbox size reaches 6GB.
  • You will be prohibited from sending and receiving email if your mailbox size reaches 7GB.

You can request more space for your mailbox if required, at enterprise-grade storage rates. To get more enterprise-grade disk storage, make a request through the Service Portal.

Is there a limit on the size of an email message sent through Exchange?
Yes, the limit for either sending an email message or receiving one through Exchange is 25 MB.
What if I have to send or receive an email message that is bigger than 25 MB?
You have several options for delivering a message 25 MB or larger.
  • Don’t try to send all your attachments in one email. Break them up and send via multiple emails.
  • If you are sending a .pdf file, save the file with the option to reduce the file size.
  • Use the UVA Box service to send large files as links rather than attachments.
  • Zip the files to reduce their size. Note that if .zip files are not allowed by the email system to which you are sending, save the file removing the extension name. You will need to tell the recipient to add the .zip file extension back into the file name in order to open it.
Do I have to use Outlook with Exchange?

No. You can also access your Exchange account via the Web, using OWA (Outlook Web App). Aside from Outlook and OWA, no other programs are supported for connecting to Exchange.

It is possible to use your Exchange account with other (IMAP) clients; but ITS strongly recommends using Outlook and OWA, because they provide a better user experience. And because other clients are not supported by ITS, if you run into a problem using one, you will have less help fixing it.

Were the messages in all my CMS folders migrated to Exchange?
Yes, including the contents of your trash and spam folders.
Can I just redirect my email account to Gmail or Verizon?
The University vigorously advises active employees NOT to redirect work-related email from their UVa-provided email service to third-party email providers, for a variety of reasons affecting the security and privacy of University information.
I have created aliases in the CMS. What happened to them?
Any aliases you have that point to your CMS address were migrated by ITS to point to your Exchange account instead.
What about my forwards, rules and contacts? What happened to them?
CMS forwards, rules, and contacts stored locally on your computer were not be migrated to Exchange. You should have saved any contacts that were local to your machine in a file so that you could reestablish them in your UVa Exchange account.
If the contacts were on the email server (you use WebMail to read your CMS email), then these contacts (your "CMS WebMail address book") were migrated and you will find them in the folder named "CMS-Contacts" under the main "CMS Migrated Mail" folder in Exchange. They are treated just like your email: those contacts older than 30 days were be migrated in Phase I; those newer than 30 days went over in Phase II. You can import the server contacts after migration.
Do I have to use as my "From" address? Can I use my name?
Changing Exchange's default "From:" address of (for example, to one of your valid email aliases (like is possible by submitting a ticket to the UVa Help Desk. Only a valid, pre-established email alias can be used (check the Address Management System (AMS) to see what those might be). This request serves to permanently change the "From" address. You cannot toggle back and forth.
Note: In the rare instance that you sign your emails with your personal digital certificate, you must have your "From:" line set to You cannot use something like
Were the folder structure and contents of my CMS account replicated in the special CMS file folder on Exchange?
Yes. Within the CMS folder in your Exchange account, the folder structure is the same as it was in your CMS account. The folder is named CMS Migrated Mail.
I can't see any of my CMS emails. Where are they?
In Outlook or OWA, click on the arrow/triangle (Outlook) located to the left of the CMS Migrated Mail folder. That should open up a view into all your migrated CMS email. Do not click on the name CMS Migrated Mail or on the folder icon; you must use the arrow/triangle.
I don't think all of my CMS emails are in Exchange. The numbers next to the mailbox and folder names in Exchange are really small and I know I had way more messages on the CMS. Where are my other messages?
The numbers next to the mailbox and folder names in Exchange are really small and I know I had way more messages on the CMS. Where are my other messages?
The blue numbers next to mailbox and folder names are the number of unread messages. In Outlook, if you look down to the bottom of the screen, you'll likely see a blue bar that tells you how many ITEMS (messages) there are and how many of them are UNREAD. In Outlook Web App (OWA), there is a line near the top, righthand corner, that says "Mail > folder_name xxx Items" - xxx will be the total number of messages in the mailbox/folder.
What do I need to do now that I am migrated? Do I need to change any configurations? What about my iPhone?
ITS has instructions that will walk you through getting set up and started with Exchange and Outlook. We also provide instructions for connecting your iOS device to Exchange.
When I send an email to my colleague's address in the GAL (Global Address List), it bounces back to me. Why is this happening?
There are several reasons this may be happening.
  • The GAL resides on the Exchange server and is updated twice daily at 5AM and 1PM. It may be that your colleague’s GAL entry was updated as part of their CMS migration, and you were trying to send mail using the GAL before the update of your colleague's address had completed on the server. A workaround for this is to type his/her email address into the "to" line rather than selecting it from the GAL.
  • Another related possibility may be that your auto-complete entries for are incorrect. To resolve this, please follow these steps:
    1. Start typing the address until a list of potential matches comes up .
    2. Click the "X" beside the auto-complete entry for to delete that entry.
    3. RESTART Outlook (the incorrect entry will keep being populated, even after deleting the auto-correct entry until Outlook is closed and then restarted).
    4. Type in on the To: line.
    5. Compose your email and click Send.
  • Finally, if you are using Outlook for Windows in cached mode on your local computer, the copy of the GAL that resides on your computer may not have updated recently. If, when attempting to email a colleague, you receive an “undeliverable” error message indicating that the email address you entered couldn’t be found, you can manually go update your local GAL to see if this resolves the issue. To do that:
    1. In Outlook, click on the File tab at the top of the window.
    2. Click on Account Settings.
    3. Click Download Address Book.
    4. In the Offline Address Book dialog box make sure that the Download changes since last Send/Receive check box is checked.
    5. Click OK.
    Your Outlook Global Address Book is now up-to-date.
    Note: Outlook for the Mac does not use Exchange cached mode so updates come directly to your computer each time Send/Receive is pressed.

  Page Updated: Friday 2017-11-17 12:01:20 EST