Iowa State University

ITInformation Technology

Exchange Server Issues (Resolved Oct 10, 9:15 AM)

This news item expired October 12, 2009. It may contain out-of-date information.
IT Services is continuing to identify and resolve issues with an Exchange server that began October 1.

For up-to-the-minute information, see "Exchange Server Issues" in Critical Event & Outages at http://www.it.iastate.edu/cel/detail.php?id=799.

Oct 10, 9:15 am Update
The final repaired mail store has been successfully merged. All users affected by the Exchange outage this past week should now have normal service, with data from both their original and temporary mailboxes. Mobile device users may need to power off their device, and then power it back on before the merged mailbox can be accessed.

If users have any questions or issues about their exchange account, please contact the Solution Center at 4-4000, or . The Solution Center is open until 5PM today (Saturday), and Sunday 10AM - 10PM.


Oct 10, 8:30 am Update
The final mail store is now merging. The outage for the final 230 temporary mailbox users occurred shortly after 6AM. Merging has been happening since about 6:30AM, so those that have opened Outlook/Entourage this morning are beginning to see merged data.



For Affected Users
--------------------
Merging Mailboxes
If users are currently in Outlook:
- Users will get a message that says, ’The System Administrator made a change that requires you to restart Outlook.“ Users should close Outlook.
- Users can then immediately re-open Outlook, and they will be prompted to "Use Temporary Data" or "Use Old Data." They should select "Use Temporary Data." (if users select "Use Old Data" they will simply stay in offline mode until they close Outlook and re-enter to select "Use Temporary Data.")
- Then the merging process begins and email and calendar entries will start populating in their mailbox automatically. No other prompts will be received.

If users are not currently in Outlook:
- Upon opening Outlook, users will be prompted to "Use Temporary Data" or "Use Old Data." They should select "Use Temporary Data." (if users select "Use Old Data" they will simply stay in offline mode until the close Outlook and re-enter to select "Use Temporary Data.")
- Then the merging process begins and email and calendar entries will start populating in their mailbox automatically. No other prompts will be received.


For Entourage (note this is anticipated behavior, and not yet verified):
If users are currently in Entourage:
- Users will get a message that says, ’The System Administrator made a change that requires you to restart.“ Users should close Entourage.
- Users can then immediately re-open Entourage, and they will be prompted to "Synchronize Data" or "Stay offline." They should select "Synchronize Data." (if users select "Stay offline" they will simply stay in offline mode until they close Entourage and re-enter to select "Synchronize Data.")
- Then the merging process begins and email and calendar entries will start populating in their mailbox automatically. No other prompts will be received.

If users are not currently in Entourage:
- Upon opening Entourage, users will be prompted to "Synchronize Data" or "Stay offline." They should select "Synchronize Data." (if users select "Stay offline" they will simply stay in offline mode until the close Entourage and re-enter to select "Synchronize Data.")
- Then the merging process begins and email and calendar entries will start populating in their mailbox automatically. No other prompts will be received.

Can I send and receive email now?
Yes. However, you will receive the following prompt each time you launch Outlook:



Selecting "Use Temporary Mailbox" will allow you to send and receive new email, but you will not be able to view old email (email prior to Saturday, October 3).

Selecting "Use Old Data," will give you access to email and calendar entries prior to Saturday, October 3, but you will be unable to send and receive email.

Mac Users
The Entourage client on the Mac will prompt you to either synchronize data or remain offline. If you choose to synchronize data, you will be able to send and receive messages via Entourage, however, you will no longer have access to your old email or calendar data. If you choose to remain offline, the old data will be available, but you will not be able to send or receive email via Entourage. You can remain offline through Entourage to see old data, but use Outlook Web Access (OWA) (https://exchange.iastate.edu) to see new emails. Once you choose to synchronize, your old data will be unavailable until the mailboxes are merged.

What if I already forwarded my @iastate.edu account to another mail service such as Gmail or WebMail?
If you have been using another mail service during this outage, and you want those messages back on your Exchange account, you will need to either forward them to your Exchange account, or follow the message export instructions for the specific service you have been using.

Why am I receiving so much spam in my temporary mailbox?
You may be seeing more email than usual in your temporary mailbox because it does not have any of your previous rules or filters applied to it. Your previous rules and filters will be restored when your temporary account is merged with your restored account.

Any rules you create in your temporary mailbox will not be merged when your account is restored.