ETSU E-mail

Set up Outlook for e-mail

Microsoft Office Outlook is the officially supported client for e-mail. We have instructions set up to allow you to configure Outlook on your machine. Please visit the setup page to view the instructions for the version of Outlook that you're using.

Checking e-mail from off-campus

The officially supported method of checking e-mail from off-campus is through Outlook Web Access at ITS does not support setting up any mail clients to access e-mail while off-campus.

Outlook Web Access times out after 15 minutes

As a security measure, the default security setting when logging into Outlook Web Access is "Public computer". With this setting, the e-mail session will time out after 15 minutes of inactivity. To avoid this, change the setting to "Private computer" before logging in. This will change the timeout value to about a day.

'Mailbox is full' or 'Mailbox closed' messages

When your mailbox reaches 250,000KB, you'll start receiving warnings that your mailbox is over its limit. When your mailbox reaches 300,000KB, you'll receive messages that your mailbox is closed. To rectify this, simply free up some space in your mailbox. If your mailbox has been closed, it will be opened back up automatically once its size is below 300,000KB. Once it gets below 250,000KB, you should also stop receiving the messages about being over the limit. You can view the section on e-mail storage space to see how to free up some space.

NOTE: Any messages sent to your mailbox while it's over the limit will not be delivered. The sender will receive a notice that your mailbox is full. The sender will need to resend the message before you receive it.

Office 2007 files being saved as zip files

When using Internet Explorer to access Outlook Web Access, you may find that Office 2007 files received as attachments are being saved as zip files. The way to get around this is to add to the list of Trusted Sites. Here's how to do it.

  • Click on the Tools menu and choose Internet Options
  • Click on the Security tab
  • Click on the Trusted Sites entry
  • Click on the Sites button
  • should already show up in the Add box. If not, type it in. Click on the Add button and it will show up in the lower box.
  • Click on the Close button and then OK.
  • Log out of Outlook Web Access and restart Internet Explorer. Log back in and you should be able to save the attachment properly.

Departmental accounts

Departments may request a departmental account, sometimes referred to as a "generic" account. A department may wish to use one for sending out messages on behalf of the department (or a program thereof) over a significant amount of time. This would make it easier when more than one person would be checking the account.

To request a departmental account, a regular full-time employee must submit a Computer Account Request Form. There will be a box to check requesting the departmental account. In the first blank, put in the desired username. The username is the part that comes before the @ ("at") symbol. Check the box below it and enter the name that you would like to be displayed in the From: field when e-mails are sent out.

NOTE: The employee who submits the request form for the departmental account will become that account's contact person. That person will be responsible for preserving the account's login credentials. Password changes may only come from the account's contact person.

E-mail storage space

Employee e-mail accounts receive 300,000KB of storage space. All folders, messages and attachments that are kept on the server count against the quota.

If you find that you're running low or have run out of storage space, here's what you can do. First is check your Sent Items folder. That folder contains a copy of messages that you've sent out. You can delete messages from there that you no longer need, and they'll be moved to the Deleted Items folder. Second, empty your Deleted Items folder. You can do this easily by right-clicking on the Deleted Items folder and choosing "Empty Deleted Items folder". If you would like for Outlook to empty the Deleted Items for you when you close it, click on the Tools menu, go to Options, click on the "Other" tab and check the box to empty the Deleted Items folder on exit.

If you're storing messages in folders for archiving purposes, it would be best to store them in Personal Folders. Messages stored there would be kept on your computer's hard drive instead of on the server, thus freeing up space in your mailbox. We have instructions available to walk you through how to set up Personal Folders. Please note that the two caveats to Personal Folders is that they are only accessible from the computer that they're stored on and the user is responsible for backing up the file. In the majority of cases, ITS has been able to recover Personal Folders if something happens to the computer.

Not receiving any e-mails

There could be a few reasons for this. If the sender is sending an e-mail that's larger than 10MB, it will be rejected by our mail server. If that's not the case, click on the File menu and look for an option that says "Work Offline". If there's a check mark next to it, click on that option to uncheck it and then click on the "Send/Receive" button on the toolbar. That should resynchronize Outlook with the server. If Outlook then asks you for your password, you'll need to save any work, restart the computer and launch Oultook again.

Another possibility is that your mailbox is over its limit. You can view the section on e-mail storage space to get some ideas on clearing up space. If none of these suggestions help at all, feel free to contact the Helpdesk.

Messages stuck in the Outbox

Messages getting stuck in the Outbox could be a few different things. If one of the messages is larger than 10MB, that will block all of them from going out. If you have a large message in the Outbox, delete it and then empty the Deleted Items folder. If that doesn't help, save any other work and restart the computer. If that also fails, try moving the messages from the Outbox to the Drafts folder. Open each message individually and click on the Send button to see if the message goes out. If this also doesn't help, contact the Helpdesk.

Distribution Lists

Distribution lists in Outlook allow you to group several e-mail addresses together. This will allow you to send a single message to a group of people at once instead of having to send out the same message to each person individually. This can also eliminate you from having to remember lots of e-mail addresses when you want to send a message to them. We have some instructions available to help you set up distribution lists.

NOTE: The e-mail server is currently set to only allow a limit of 150 recipients per message. Each e-mail address in a distribution list counts as a recipient. Also, Outlook has an internal limit of how many contacts you can place in a distribution list. The limit varies depending on how much information is stored for each contact added to the list. If you find that you need to send out messages to more than 150 people, and/or you have non-ETSU e-mail addresses you want to include in the list, consider requesting a listserv.

Mass e-mails, campus-wide e-mails & listservs

By default, the e-mail server only allows messages to be sent to 150 recipients at a time. If you need to send out messages to more than that number, you may request that a listserv be created for you. A listserv maintains a list of e-mail addresses in a group. When you want to send out a message to that group, you send a message to the listserv's e-mail address and the server then distributes the message to the addresses in the group. The listserv can be set up to only allow the owner/moderator to send out messages to the list to as broad as anyone can send out messages to the list. If you're interested in exploring this option, feel free to contact the ITS Helpdesk.

If you're wanting to send out a message to all students, all faculty, all staff or any combination thereof, you'll need to send the proposed e-mail to the divisional Vice-President. If the VP approves the message, he/she will send it to someone who has the permissions to send out the message campus-wide.

Sending or receiving e-mails with attachments

All e-mail messages are limited to a 10MB size either incoming or outgoing. No exceptions can be made. The ETSU Dropbox is available for you to send large files or for others to send large files to you. It is available at Please note that an ETSU e-mail address must be present in either the sending e-mail address or as a receiving e-mail address. Uploaded files will be automatically deleted after seven (7) days.

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