Exchange email problem: resolution and follow-up


Last week's problem with delivery and receipt of email to Outlook client users has been resolved, by changing the configuration of the antivirus engine on the Exchange servers. We are working with the vendor to avoid a recurrence of the problem in the future.

Students: please note that delivery of student email was only affected between approximately 1 pm and 3:30 pm on Thursday, August 20.

All users: It is important to note that if you did not access your email on the Outlook client between 2 am Tuesday August 18 and 3:30 pm Thursday August 20, your email service was not affected by this problem and no action is required.

Users who did access the Outlook client during this period should still use the steps below to ensure proper receipt and delivery of messages for that period.

In order to ensure message receipt and delivery for that period, please follow the steps indicated below.

Email Recipients

If you were expecting email messages during the affected time, but did not receive them, we urge you to contact the sender and request that they resend the messages.

Microsoft Outlook

For Microsoft Outlook users with Cached Mode enabled, some of the affected emails may appear in a special Sync Issues folder. Please use the following instructions to try to retrieve any such email.

  1. Open Microsoft Outlook or Outlook Web Access (OWA).
  2. On the bottom left of the Navigation pane, to show all mail folders click on Folder List (or on Click to view all folders for OWA Light). Depending on your configuration, this may show as a small file folder icon only.
  3. Expand the Sync Issues folder and click on Server Failures to view messages.
  4. You can drag and drop any of these messages to your Inbox.


Email Senders

If you sent out important email during the affected period, we urge you to review your Sent Items folder, and either resend these email messages, or confirm receipt with the recipients.


Please note that if you are using EVault, any archived emails were not impacted by this issue and are securely stored on the EVault server.

If you have any other problems with your email, please notify the ICS Service Desk at [at] or call 514 398 3398.