Loyola University Chicago

Information Technology Services

Exchange Online FAQs

The information on this page answers common questions about Exchange Online. 

Outlook Functionality and Outlook Web Access (OWA)

The easiest way to confirm that you have Exchange Online is to confirm your mailbox size.  You would go to Outlook, File, and Mailbox Cleanup.  If you have a total mailbox size of 99GB, you have Exchange Online. 

We’ve found in most cases that some rules that contain errors will not be synchronized to Exchange Online. We recommend that you try to recreate any missing rule that you may need. 

You can continue using luc.edu, links (top right) and email at Loyola.  You can also continue to use outlook.luc.edu to access your email.  You may now also use https://portal.office.com and logon with your Loyola credentials for authentication.  Once authenticated, you will select the maroon waffle icon (top left) from the O365 products and select Outlook.

On occasion, this pop up may appear when launching Outlook.  It is not an error message or an indication of a problem. 

If you are unable to view your email, you may need to clear your cache, and any information that is preventing Exchange Online from sharing the updated information.  Since each browser is different, and each device is different, to clear your cache you will need to go into settings, History, clear history or clear cache. 

When you open Outlook, your mailbox will start to sync to your local workstation.  During this sync process, search results may be incomplete or result in an error message.  Searching will work properly once the synce process is complete. The sync can take a couple minutes depending on the size of the mailbox. As a workaround, it is possible to search your mailbox using OWA (Outlook Web App) while the sync is still going on. 

Mobile or Personal Devices - Android

Follow the instructions found here: https://support.office.com/en-us/article/set-up-email-in-android-email-app-71147974-7aca-491b-978a-ab15e360434c#ID0EAADAAA=Gmail_app. Select the “Exchange” option. Entering your email address and password into the setup will load Loyola’s single-sign on (SSO) login page. Entering your UVID and password there will then connect your email account to the Android Mail app.

Follow the instructions found here: https://support.office.com/en-us/article/set-up-email-in-the-outlook-for-android-app-886db551-8dfa-4fd5-b835-f8e532091872. Entering your email address into the setup will load Loyola’s single-sign on (SSO) login page. Entering your UVID and password will save your credentials to the Outlook app then display the content of your inbox.

Mobile or Personal Devices - Apple

Follow the instructions found here: https://support.apple.com/en-us/HT201320#automatic, noting that you should select the “Exchange” option within the list of services. Entering your email address and password into the setup will load Loyola’s single-sign on (SSO) login page. Your email account will then be added to Apple’s list of saved accounts and your mailbox will appear in the Mail app.

Follow the instructions found here: https://support.office.com/en-us/article/set-up-email-in-outlook-for-ios-mobile-app-b2de2161-cc1d-49ef-9ef9-81acd1c8e234?ui=en-US&rs=en-US&ad=US. Entering your email address and password into the setup will load Loyola’s single-sign on (SSO) login page. Enter your credentials. The app may display a page asking for your password again. Do so. That will then save your login credentials to the Outlook app and display your mailbox.

Mac Desktop Computers

  • Restart Outlook.
  • Click Add Email Account.
  • Type your email address > Continue.
  • Type your password > Add Account.
  • Select Done to start using Outlook for Mac.
  • Open Outlook for Mac.
  • Select Tools > Accounts.
  • On the left-hand side of the window, select the account you want to delete.
  • In the lower left of the Accounts dialog box, click  Delete [-] button.
  • Select Delete.


Log into Loyola Outlook Web Access (OWA) using the classic view.  Select the Settings icon, which is gear shaped and located in the upper right.  In the search box, enter “voice mail”.  Select the first search result which will be “Voice Mail”.  Your screen will change and on the left you will be presented with several choices, select “Reset PIN”.  To complete the action, select “Reset my voice mail PIN”.  You will receive an email from Microsoft Outlook containing a temporary PIN.

You will receive an email from Microsoft Exchange Unified Messaging welcoming you to Exchange and provbiding you a PIN to set-up your account. You will need to input this PIN for verification, then reset the PIN with a PIN of your choosing, preferrably all on the same set-up call.  Reach out to the Service Desk with any additional questions.

With the migration to Exchange Online, a new access number was established to allow both new and old voice mail systems to co-exist.  As noted in the initial email you receive from Microsoft Outlook that number is 8-7500.  8-6040 and 5-6858 will continue to work for those voice mailboxes not migrated to Exchange Online.

Email accounts, which have been migrated to Exchange Online will no longer have the message-waiting light on their desk phone activate for new messages.  As before the migration, voicemail messages appear in your Outlook inbox, this will continue with Exchange Online.  There are several ways to inquire on new voicemail messages.  From the desktop Outlook client, on the left expand the item “Search Folders”.  A number to the right of “Voice Mail” will indicate the number of new messages.  From Skype for Business, the presence of a number next to the keypad icon will indicate the number of new messages.  From Loyola Outlook Web Access (OWA) search for the key words “voice mail.”

Voice mailboxes not associated with an individual’s email account will remain working as they do today.


In some cases, an old password might not clear properly when a new one is entered. It may be necessary to manaully clear the old password from the Credential Manager. The Service Desk or Desktop Support can assist with this process.

Log into the Loyola Outlook Web App (OWA).  Select the Settings icon, which is gear shaped and located in the upper right.  In the search You will need to restart your Skype for Business Client, which means log out and log back in to Skype for Business.  You will need to verify your UVID credentials to log back into Skype for Business.

Some emails that you have previously blocked may have been removed from your blocked list. Please re-block these emails as you see necessary. 

If you are having issues accessing a calendar or account that you previously had access to, please contact the service desk at itsservicedesk@luc.edu

In order for Skype for Business to pull your Exchange Calendar data, you will need to re-enter your credentials. After authenticating with Exchange Online, the Skype for Business calendar feature will function normally.



Have Questions? Contact the ITS Service Desk at 773-508-4487 or itsservicedesk@luc.edu 

Last Modified:   Wed, June 23, 2021 2:52 PM CDT