Staff email update: retrieve undelivered messages


Since Tuesday, August 18, at approximately 2:00 AM, McGill's Microsoft Exchange Servers have been experiencing intermittent problems. Some email messages from that period may have been delayed or not delivered at all. 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, click on Folder List to show all mail folders.
    HINT: 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.

Outlook Web Access – OWA –
For Outlook Web Access users if messages were not sent properly, they may instead appear in your Drafts folder.

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]

Contact Information

ICS Service Desk
Info-service TI
Email: [at]
Office Phone: 
514 398 3398