Exchange Labs Frequently Asked Questions for End Users

[This is pre-release documentation and subject to change in future releases.]

This document is revised as new issues arise and others are resolved. For the most current
version of this document, please see the online version: Frequently Asked Questions for End Users -
Exchange Labs.

This topic answers frequently asked questions from end users of Exchange Labs hosted mail services. There
are some hyperlinks in the material. Internet access is recommended for full use of the documentation.
The questions include the following:

Connectivity issues

• When I try to log on to Outlook Web Access, I 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."

• I can't log on to my mailbox.

• I can't log off from my e-mail using Outlook Web Access.

• Why am I asked for profile information when I log on to Windows Live?

• I cannot access my Exchange Labs e-mail because of a certificate error in Outlook

E-mail-related questions

• Every time I open Outlook 2007, it asks for my password. I don't see a "Remember this
password" option. How can I configure Outlook to remember my password?

• Why does Outlook Web Access say I only have 2 GB of mailbox space? I thought it was
10 GB in Exchange Labs.

• Outlook Web Access doesn't show rich content (pictures, etc.) in e-mail messages unless I
click to allow it. How can I change this default behavior, like I can in Outlook 2007, for instance?
I looked in all the options for Outlook Web Access.

• I can't connect using Outlook 2007.

• I don't see the option to use Outlook Web Access Light on the Exchange Labs logon page.

• How can I migrate the data from my current Outlook 2007 account to my new Exchange
Labs Outlook 2007 account?

• How can I share my calendar with others?

• Why aren’t entries in my Blocked Senders list working?

Miscellaneous questions

• How do I change my password?

 • How big can attachments in my e-mail be? What's the maximum message size allowed?

• I’m not using Internet Explorer 7. Does that affect the services available to me?

When I try to log on to Outlook Web Access, I 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." 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, contact your administrator. The
administrator should delete and then re-create the account for you.

How do I change my password?

You must use the Windows Live Admin Center Web site to change your account password for Exchange
Labs. For more information, see Change Your Exchange Labs Password.

Every time I open Outlook 2007, it asks for my password. I don't see a "Remember this
password" option. How can I configure Outlook to remember my password?
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.

Why does Outlook Web Access say I only have 2 GB of mailbox space? I thought it was 10 GB in
Exchange Labs.
Outlook Web Access shows a total mailbox space of 2 GB. You actually have 10 GB of mailbox space. This
difference will be fixed soon.

Outlook Web Access doesn't show rich content (pictures, etc.) in e-mail messages unless I click
to allow it. How can I change this default behavior, like I can in Outlook 2007, for instance? I
looked in all the options for Outlook Web Access.
Outlook Web Access defaults to not showing external content in e-mail messages because such content can
contain Web beacons. Rich content embedded within the message though is shown by default, and images
are included.

Note:
Web beacons frequently come in the form of images that are downloaded
onto a user's computer when the user opens a junk e-mail message. Web
beacons can be used by unsolicited commercial e-mail senders to track
your browsing information or can bypass e-mail filters to deliver code
harmful to your computer.
Outlook Web Access users can't change this setting for all messages. However, they can enable external
content on a per-message basis. There is an administrator setting to turn external content filtering on or off
globally for all Outlook Web Access users in an organization. For more information, check with the
administrator for your organization.

How big can attachments in my e-mail be? What's the maximum message size allowed?
An e-mail message can contain a maximum of 125 file attachments. You can send a message to as many as
5,000 recipients at a time. But be aware that your total message size must be 20 MB or less. We are
working to increase the message size limit in the future.

Also, if you are using a POP3 or IMAP4 e-mail program to connect to Exchange Labs, your limit for sending
messages is 25 messages per minute. For more information about how to connect to Exchange Labs using
POP3 or IMAP4 e-mail programs, see Connect to Your Exchange Labs E-Mail.

I can't connect using Outlook 2007.

Symptoms

• When you try to set up your Exchange Labs account by using the auto account setup in
Outlook 2007 and following the instructions in Connect to Your 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. Click Log On, and then enter
your user name and password to open Outlook Web Access. If you do not know your user name
and password, contact your administrator. When your Windows Live account registration is
complete, log off. Then try to connect by using Outlook 2007. For more information, see
Connect to Your Exchange Labs E-Mail.

• If you still have trouble connecting, you may have a firewall protecting your domain without
having a suitable firewall client installed on your computer. Because of this, your connection is
being blocked by the firewall. To resolve the issue and connect, install the required firewall
client. For example if your domain is running Microsoft Internet Security and Acceleration (ISA)
Server as the firewall to protect your domain, you have to run ISA Server Firewall Client on your
computer so that connection requests pass through the ISA Server firewall.

I don't see the option to use Outlook Web Access Light on the Exchange Labs logon page.
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 by going to https://www.exchangelabs.com and then clicking Log
On.

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.

How can I migrate the data from my current Outlook 2007 account to my new Exchange Labs
Outlook 2007 account?
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:

a. Under Choose an action to perform, select Export to a file, and then click Next.

b. On the Export to a File page, select Personal Folder File (.pst), and then click Next.

c. 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.

d. 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.

e. 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:

 a. Under Choose an action to perform, select Import from another program or file, and
then click Next.

b. On the Import a File page, select Personal Folder File (.pst), and then click Next.

c. 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.

d. 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.

How can I share my calendar with others?

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 Share your calendar
information.

I can't log on to my mailbox.

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 Your Exchange Labs E-Mail.

Common logon mistakes

Make sure that you are fulfilling the following logon requirements:

• Use the full SMTP domain name (example: [email protected]) 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 [email protected]. 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 you try to log on through https://www.exchangelabs.com, but
have already logged on to another service using a different Windows Live ID account.

To fix this error, sign out of any applications, such as Windows Live Messenger, that you have logged on to
using a Windows Live ID account other than the account you use to log on to Exchange Labs. Then go to
https://www.exchangelabs.com to log on to your Exchange Labs mailbox.

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 [email protected].

I can't log off from my e-mail using Outlook Web Access.

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.

Why am I asked for profile information when I log on to Windows Live?

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.

I'm not using Internet Explorer 7. Will that affect the services available to me?
Some of the options available in Exchange Labs are accessible only if you're using Internet Explorer 7. For
example, if you aren't using Internet Explorer 7, you won't be able to update your account information.

For more information about how to update account information, see Update Your Account Information.

Why aren’t entries in my Blocked Senders List working?

If you are using the Blocked Senders List in Outlook Web Access, the list will not work at this time because
the Blocked Senders List feature is not yet fully implemented in Exchange Labs.

When the feature has been fully implemented, e-mail from senders in your Blocked Senders List will be
routed directly to your Junk E-Mail folder. This feature will be available as part of Junk E-Mail filtering
options in Outlook Web Access.

I cannot access my Exchange Labs e-mail because of a certificate error in Outlook

You might find that you are unable to connect to Exchange Labs because of a certificate error. You receive
this kind of error when a configuration change is made in Exchange Labs to enable the use of wildcard
certificates. To fix the issue, navigate to the Exchange proxy settings for your Outlook account by clicking
Tools and then Account Settings. Enter msstd:*.exchangelabs.com in the box below the Only connect
to proxy servers that have this principal name in their certificate check box. For detailed instructions
for how to resolve this certificate error, see Connect Outlook to Exchange Labs. After you make the changes,
restart Outlook before you connect to your e-mail.