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IT Division - Accounts

Email & Calendars

Recovering Missing or Deleted Emails
Instructions for recovering missing or deleted emails for Student/Faculty/Staff email accounts.

Issue/Question

How do I restore missing or deleted emails?

Resolution

 Note: You can only access the Email Archiver from academic buildings on the WKU main campus network. We recommend using the Mass Media and Technology Hall lab to access the archiver.

If you recently deleted a message, it is most likely still retrievable through the Deleted Items folder in your account. If you cannot locate the message follow the instructions below.

Students/Faculty/Staff

You can access your archived emails with the Email Archiver.

  1. Login with your NetID and password to the Email Archiver (https://earchive.wku.edu).
  2. You will now see your emails. Select the emails you want to restore and click Resend to Me.
    Note: You can SHIFT + Click to select multiple emails in a row.

 

Generic Email Accounts

  1. Login with the generic account username and password to the Email Archiver (https://earchive.wku.edu).
    For example: If the account is bigred@wku.edu, the username would be bigred.The username is generally whatever is before the @wku.edu.
  2. You will now see your emails. Select the emails you want to restore and click Resend to Me.
    Note: You can SHIFT + Click to select multiple emails in a row.

 

Alumni

WKU IT does not support the retrieval of deleted emails for alumni.

 

IT Helpdesk Consultants Only

If a Faculty/Staff inbox has been corrupted fill out ticket template Accounts > Exchange > Restore Mailbox and route to Enterprise Systems.

Last Modified: 01-08-2018 14:43PM

Renaming Email Account
Information on how to rename your WKU email account.

Issue/Question

How do I change my email address to reflect a legal name change or my preferred name with WKU?

Environment

  • Toppermail
  • Exchange

Resolution

 Note: Emails will forward to renamed Student and Faculty/Staff account from the previous account for 60 days.

Students

  1. Complete these steps to update your preferred or legal name.
     Note: Students with long email addresses because of their long name can send requests up to have their emails shortened without going through the Registrar's Office.
  2. After this has been processed, contact the IT Helpdesk or submit an online request to have the email address changed.

Faculty/Staff/Retired

  1. Complete these steps to update your preferred or legal name.
  2. After this has been processed, contact the IT Helpdesk or submit an online request to have the email address changed.
     Note: There’s no need to send up cases for a Display Name change on an employee account once the Banner info has been updated.  Exchange Display Names are updated automatically through AD when a person’s information is updated in Banner. 

Alumni

  1. Submit the name change or preferred name to Alumni - Advancement Services/Alumni Relations at 270-745-6921.
  2. After this has been processed, contact the IT Helpdesk to have the email address changed.

 

Helpdesk Consultants Only

  1. Verify that the name change has been processed through MGT Interface.
  2. Fill out ticket type Accounts > Email Account Rename.
  3. Route to Enterprise Systems.
Last Modified: 05-31-2018 13:42PM

Reporting a Compromised Account
Information on what to do if you notice someone's WKU email account has been compromised.

Issue/Question

I believe that the account of someone I know has been compromised. Can you fix it for them?

Environment

  • WKU Exchange
  • WKU TopperMail

Resolution

WKU IT does not contact individuals directly regarding their account status. Please ask this person to contact the IT Helpdesk for assistance.

WKU IT will take the following steps with the person when they contact us:

Last Modified: 04-19-2018 11:29AM

Email & Calendars / Exchange / Email

Correcting Recipient Email Address
Instructions for resolving "The e-mail address you entered couldn't be found" error you can get when trying to send an email.

Issue/Question

When I try to send a message to an @wku.edu email address, I receive the following error in an Undeliverable message:

The e-mail address you entered couldn't be found. Please check the recipient's e-mail address and try to resend the message. If the problem continues, please contact your helpdesk.

Cause

The recipient's email address was spelled incorrectly or does not exist.

Resolution

Double check the spelling of the recipient's email address to ensure that it has been entered correctly. If you are sending from an @wku or @topper address, you can use the Check Names function in Outlook / OWA to search for the appropriate address. If the problem persists, contact the IT Helpdesk for assistance.

Last Modified: 05-30-2018 15:58PM

Email & Calendars / TopperMail

Adding Account to Outlook 2016 (macOS)
Instructions for adding a TopperMail account to Outlook 2016 on macOS.

Issue/Question

How do I set up my TopperMail account in Outlook 2016 on my Mac?

Environment

  • macOS 10.11.6
    • Microsoft Outlook for Mac 2016 (Version 15.23)

Resolution

  1. Open Outlook 2016.
  2. Click Tools.
  3. Click Accounts.
  4. Click (Add an account).
  5. Select Exchange...
  6. Enter your TopperMail address in the follow fields:
    1. E-mail address and
    2. User name
  7. Enter your Password.
  8. Check Configure automatically.
    Note: If you receive a pop-up dialog box stating Outlook was redirected to the server autodiscover-s.outlook.com to get new settings for your account... check Always use my response for this server and choose Allow
  9. In the pop-up login box, enter your password again and click Sign in.
Last Modified: 11-29-2016 12:26PM

Blocking an Email Address
Instructions on how to block senders in TopperMail.

Issue/Question

How do I add someone to my Blocked Senders list?

Environment

  • TopperMail

Resolution

  1. Login to TopperMail.
  2. Copy the email address of the sender you would like to block.
  3. Click the  gear in the top left.
  4. Click Mail under Your app settings.
  5. Expand Mail.
  6. Expand Accounts.
  7. Click Block or allow.
  8. In the Blocked Senders list, enter the email address you would like to block.
  9. Click  Plus to add the address to the list.
  10. Click  Save.
Last Modified: 06-06-2018 15:39PM

Receiving Account Does Not Exist Login Error
Instructions on what to do when you receive the following message when logging into TopperMail: "Account Does Not Exist"

Issue/Question

When I try to login to TopperMail I get the error message:

That Microsoft account doesn't exist, enter a different account or get a new one.

Resolution

Navigate to the correct login page.

Last Modified: 05-30-2018 15:37PM

Receiving Not a Valid Sender Bounceback Message
Instructions on what to do when you receive the message that you are not a valid sender when emailing from your TopperMail.

Issue/Question

When I try to send an email from my TopperMail account I immediately get a bounceback email saying I am not a valid sender. What do I do?

Environment

  • TopperMail

Cause

If a TopperMail account has been recently compromised, and was used to send out spam emails, it may have been shutdown by Microsoft.

Resolution

Please contact the IT Helpdesk in order to have this resolved.

 

Helpdesk Consultants Only

  1. Gather the entire bounceback email, including the header, by copying and pasting the message into an email message. The student can email the message to you from another email account.
  2. Paste the bounceback email into the ticket using form Software and Enterprise Systems > TopperMail > Question, Problem, or Email Client Settings.
Last Modified: 06-04-2018 12:00PM

Sending a Message with an Attachment
Instructions for adding attachments to TopperMail emails.

Issue/Question

How do I send a message with an attachment?

Environment

  • TopperMail

Resolution

  1. Log into your TopperMail account. 
  2. Click New
  3. Click Attach
  4. Navigate to the file you wish to include in your email. 
  5. Select the file.
  6. Click Open
  7. Compose the rest of the email as normal.
  8. Click Send once complete.
Last Modified: 05-30-2018 13:58PM

TopperMail Redirects to Blank Page
Instructions on what you want to if TopperMail redirects to a blank page when you try to access it.

Issue/Question

TopperMail displays a blank page after I sign in.

Environment

  • Office365

Resolution

  1. Follow the steps in these articles to clear the web browser's cache:
  2. If the issue persists, flush the DNS cache of the computer.
    • Windows
      1. Open a Command Prompt.
      2. Type ipconfig /flushdns
      3. Press Enter.
  3. Use another DNS server.
  4. If you are still having issues after following these steps, please contact the IT Helpdesk.
Last Modified: 06-16-2018 14:17PM

Email & Calendars / TopperMail / Accounts

Accessing CommuniGate Email
Information about accessing student email accounts that were created before 2011.

Issue/Question

How can I access my old CommuniGate email account (@wku.edu) that was in place before TopperMail?

Resolution

The CommuniGate server has been decommissioned and the accounts cannot be accessed.

Last Modified: 06-04-2018 11:56AM

Accessing TopperMail Before Registration
Information about accessing TopperMail before registering for classes for the first time.

Issue/Question

Why can I not find or access my TopperMail account credentials?

Cause

Students are not given a TopperMail account until they have been registered for classes.

Resolution

Students will have a TopperMail address automatically generated for them within 24 hours after registering for classes.

Note: Dual-Credit students are manually entered in the system by the Dual-Credit Office. This is often done much later than the 24 hour timeframe listed above. Contact the Dual-Credit Office at 270-745-3418.

Last Modified: 06-04-2018 11:57AM

Account Creation
Information on when Students will get their TopperMail email accounts created.

Issue/Question

When will I get a TopperMail account?

Resolution

TopperMail accounts are automatically generated for students 24 hours after registering for a class through TopNet. Students have to be registered for classes through TopNet to receive their TopperMail address. 

Last Modified: 04-17-2016 15:31PM

Adding Account (OS X)

Issue/Question

How do I access my TopperMail account from Apple Mail?

Environment

  • OS X
    • Apple Mail

Resolution

  1. Click the Mail titlebar item. Select Accounts.
  2. Click Exchange.
  3. Enter your name, email address, and password for the TopperMail account.
  4. Click Continue.
  5. Account Summary will appear. Click Continue.
  6. Sync the desired apps (Mail, Contacts, Calendar, Notes, and Reminders).
  7. Click Done.
Last Modified: 06-04-2018 17:56PM

Adding Account (Outlook 2013)
Instructions for adding a TopperMail account to Outlook 2013.

Issue/Question

How do I add my TopperMail account to Outlook?

Environment

  • Outlook 2013

Resolution

  1. Open Outlook.
  2. If Outlook prompts to setup an account, skip to step 5 below. If Outlook is already configured with an account, continue below.
  3. Click File.
  4. Click Add Account.
  5. Enter Your Name (e.g. Big Red), E-mail Address (e.g. big.red123@topper.wku.edu), Password, and Retype Password.
  6. Click Next .
  7. Once the account has been configured, click Finish.
  8. If prompted to restart Outlook, click OK, then close and reopen Outlook.
Last Modified: 05-30-2018 12:01PM

Deleting Account
Information about having a TopperMail account deleted.

Issue/Question

Can I have my TopperMail deleted?

Resolution

Enrolled Students

Currently enrolled students cannot have their TopperMail deleted. 

Alumni, Affiliates, Non-Enrolled Students

Please contact the IT Helpdesk to request the deletion of your TopperMail account. 

 

IT Helpdesk Consultants Only

Fill out ticket template Software and Enterprise Systems > TopperMail > Question, Problem, or Email Client Settings and route to Enterprise Systems.

Last Modified: 05-31-2018 13:35PM

Finding a TopperMail Address
Instructions for finding your TopperMail address.

Issue/Question

How do I lookup my TopperMail email address?

Resolution

  1. Go here.
  2. Enter your last name, birth date, and last 4 digits of your Social Security Number.
     Note: If you do not have a Social Security Number, you may try to use the last 4 digits of your WKUID.
  3. Click Next.
  4. If a security question and answer have already been set up, you will be prompted to enter the answer. If a security question has not been setup, you will be prompted to create one.
  5. Click Submit Security Answer.
  6. Your TopperMail address will be displayed in the TopperMail box.

Note: The Accounts page will not work for individuals who have incorrect information on file with WKU (last name, birth date, and last 4 of Social Security Number). If your information is not working, follow the steps in this article. Also, this page will not work for Alumni who have not enrolled in classes since 1990.

Last Modified: 04-28-2017 15:08PM

IMAP Settings
Information for connecting TopperMail accounts through IMAP settings.

Issue/Question

What are the IMAP setting for my TopperMail address?

Environment

  • iOS devices
  • Android devices
  • Tablets
  • Outlook
  • Any email clients

Resolution

Note: You must configure the client to authenticate to both the Incoming Server and the SMTP (Outgoing) server. Look for a place to designate this and enter your TopperMail address and password. Example: Joe.Smith335@topper.wku.edu.
 

External IMAP setting: (also called the Incoming Server)

Server name: outlook.office365.com
Port: 993
Encryption method: SSL
 

External SMTP setting: (also called Outgoing Server)

Server name: smtp.office365.com
Port: 587
Encryption method: TLS
 
Note: IMAP configuration limits the username to 20 characters. If a username is more than 20 characters long, just enter the first 20 characters.
Last Modified: 05-30-2018 11:35AM

Logging in to TopperMail
Instructions for logging into TopperMail (outlook.com/topper.wku.edu).

Issue/Question

How do I login to TopperMail?

Resolution

  1. Navigate to TopperMail.
  2. Enter in your full TopperMail address (e.g., big.red123@topper.wku.edu).
  3. Enter in your TopperMail password.
  4. Click Sign In.
Last Modified: 06-28-2016 07:52AM

Receiving Something Went Wrong Login Error
Instructions on what to do when you receive the following error when logging into TopperMail: "Oops! Something went wrong. :("

Issue/Question

When I try to login to TopperMail I get the error message:

Oops! Something went wrong. :(

Resolution

  1. Ensure you are going to the correct login page.
  2. If that doesn't fix the issue, clear the browser's cache. Instructions can be found in the related articles.
Last Modified: 05-30-2018 15:43PM

Redirected to Another Email When Logging in
Instructions for resolving an issue where you are redirected to a different email account when logging into your TopperMail email.

Issue/Question

Whenever I try to log into my TopperMail it takes me to my other email account.

Cause

You have another email account hosted by Microsoft that has not signed out.

Resolution

  1. Log out of the current email account.*
  2. Go to TopperMail.
  3. Log in to the TopperMail account.

*To return to the other account's inbox, the TopperMail account must be logged out.

Last Modified: 05-30-2018 15:40PM

Requesting Alumni Account
Instructions for Alumni requesting that a TopperMail account be created.

Issue/Question

I'm an alumni with email for life, but I don't have a TopperMail address. How do I get one?

Environment

  • TopperMail

Cause

WKU allows degree awared alumni to keep their email addresses permanently, but users who did not have active email accounts during the move to TopperMail did not have new accounts created automatically for them. Alumni emails accounts may be deleted if there is not activity in a 6 month period of time.

Resolution

Please contact the IT Helpdesk to request your account creation.

 

Helpdesk Consultants Only

Fill out ticket template Accounts / TopperMail > Create Account for Alumni/Affiliate Form and route to Enterprise Systems.

Last Modified: 05-30-2018 15:19PM

Resetting a TopperMail Password
Instructions for resetting your TopperMail password.

Issue/Question

How do I reset my TopperMail password?

Resolution

  1. Go here.
  2. Enter your last name, birth date, and last 4 digits of your Social Security Number.
     Note: If you do not have a Social Security Number use the last 4 digits of your WKUID.
  3. Click Next.
  4. If a security question and answer have already been setup you will be prompted to enter the answer. If a security question has not been setup, you will be prompted to create one.
  5. Click Submit Security Answer.
  6. Click Reset TopperMail Password.
  7. Enter a new password.
  8. Click Change Password.
  9. Please contact the IT Helpdesk if this does not work for you.

Note: The Accounts page will not work for individuals who have incorrect information on file with WKU (last name, birth date, and last 4 of Social Security Number). If your information is not working, follow the steps in this article. Also, this page will not work for Alumni who have not enrolled in classes since 1990.

Last Modified: 07-25-2017 15:53PM

Securing Compromised TopperMail Account
Instructions on handling a compromised TopperMail account.

Issue/Question

What do I do if I think my TopperMail has been compromised?

Cause

The account may have been compromised and a malicious individual may have established a forwarding rule on the TopperMail account.

Resolution

 Note: These instructions must be completed by accessing your TopperMail from a computer, not a mobile device.

  1. Reset your TopperMail password to a password you have never used before.
  2. Login to TopperMail.
  3. Click the (gear icon).
  4. Click Mail under the Your app settings section.
  5. Expand Mail.
  6. Expand Automatic processing.
  7. Select Inbox and sweep rules.
  8. Delete any unrecognized rules.
  9. Expand Accounts.
  10. Select Forwarding.
  11. Select Stop Forwarding if any unknown accounts are linked to it.
  12. Click Save.
  13. Expand Layout.
  14. Click Email signature.
  15. Remove any malicious content.
  16. Click Save.
  17. Select General.
  18. Click My Account.
  19. Change your name or anything else that might have been changed.
    Note: If your User ID has been changed you will need to contact the IT Helpdesk. Our email admins will have to make this change.
  20. Your account is secure again. Try sending yourself an email from a non-TopperMail account to ensure you can still send and receive. If you can still not send or receive emails please contact the IT Helpdesk.

 Note: If you are a student located on the Bowling Green campus and would like to attempt to retrieve missing emails, please see this article. If you are a student located off-campus please contact the IT Helpdesk.

 

Helpdesk Consultants Only

If the user is still unable to send or receive emails fill out the ticket template Accounts > Compromised Account and route to Enterprise Systems.

 

Service Window Consultants Only

Use the Service Window Laptop to assist the user on completing the above steps. The laptop is located in the drawer of the filing cabinet under the Service Window desk. Sign in to this computer with your own NetID and password. If the user is still unable to send or receive emails fill out the ticket template Accounts > Compromised Account and route to the IT Helpdesk.

Last Modified: 06-07-2017 08:25AM

TopperMail Lifespan
Information about how long students can keep their TopperMail accounts.

Issue/Question

How long will I retain my TopperMail account?

Resolution

TopperMail accounts are given to degree awarded alumni for life. TopperMail accounts may be deleted if there is no activity in a 6 month period of time.

Last Modified: 04-21-2017 14:59PM

Email & Calendars / TopperMail / Composing Messages

Attachment Size Limit
Information on the TopperMail attachment size limit.

Issue/Question

Why am I unable to attach a file larger than 35MB to Toppermail?

Cause

Toppermail has a limit of 35MB for attachments.

Resolution

Use a third party cloud storage utility such as Dropbox, Google Drive, or OneDrive to send files larger than 35MB.

Last Modified: 06-04-2018 11:57AM

OneDrive Error when Adding an Attachment
Instructions on what to do when you receive a OneDrive error when trying to attach an item to an email from TopperMail.

Issue/Question

In TopperMail, I want to attach a file from my computer, but when I click Attach, instead of a File Upload browse box, I receive the error message:

Something went wrong while connecting to OneDrive for Business. You can access OneDrive from the navigation bar or from the app launcher.

Environment

  • TopperMail

Resolution

While on the screen that displays the error, click the word Computer at the top left and a prompt to browse and upload from your computer will open.

Last Modified: 11-29-2016 15:51PM

Email & Calendars / TopperMail / Mail

Adding TopperMail to Outlook on a WKU-Owned Computer
Instructions for accessing a TopperMail account in Outlook on a WKU-Owned computer.

Issue/Question

How do I add my TopperMail account to Outlook on a WKU-owned computer?

Environment

  • Windows

Resolution

  1. Click Start.
  2. Click Control Panel.
  3. In the Search Control Panel field, type Mail.
  4. Click Mail (32-bit).
  5. Click Show Profiles... .
  6. Click Add... .
  7. Enter a Profile Name.
  8. Click OK.
  9. The wizard should automatically identify your name and email address.
  10. Click Next.
  11. When it prompts for login credentials, remove the prefilled NetID account.
  12. Enter your TopperMail address and password.
  13. Click OK.
  14. Click Finish.
  15. In the Mail window, locate When starting Microsoft Outlook, use this profile:.
  16. Select Always use this profile and choose the Profile Name you created above.
  17. Click OK.
  18. Open Outlook.
  19. Your TopperMail account should load.
Last Modified: 05-30-2018 13:56PM

Disabling Conversation Mode
Instructions on how to turn off conversation mode in TopperMail.

Issue/Question

How do I turn off conversation mode?

Environment

  • TopperMail

Resolution

  1. Log into TopperMail.
  2. Click Filter.
  3. Hover over Show as.
  4. Click Messages.
Last Modified: 06-19-2018 08:05AM

Disabling Junk Filtering
Instructions on how to turn off junk email filtering in TopperMail.

Issue/Question

How do I turn off junk filtering on my TopperMail?

Environment

  • TopperMail

Resolution

  1. Login to TopperMail.
  2. Select  Settings.
  3. In the Search, type Block.
  4. Click Block or allow.
  5. Select Don't move email to my Junk Email folder.
  6. Click  Save.
Last Modified: 01-17-2017 09:34AM

Marking Email as Not Junk
Instructions on how to mark an email as not junk in TopperMail.

Issue/Question

How do I mark an email as not junk?

Environment

  • TopperMail

Resolution

  1. Login to TopperMail.
  2. Go into your Junk E-Mail folder.
  3. Right-click on the email in question.
  4. Select Mark as not junk.
Last Modified: 01-17-2017 08:16AM

Not Receiving Emails
Instructions on what to do when you notice you are no longer receiving emails to your TopperMail.

Issue/Question

I don't think that my TopperMail is working as I haven't received emails I've been told I was sent. What do I do?

Environment

  • TopperMail

Resolution

  1. Login to TopperMail.
  2. Try and search for the email(s) in question.
  3. Check the Forwarding setting in the options menu for any unknown accounts that the account is forwarding to.
    1. Click the (gear icon).
    2. Click Mail under the My app settings section.
    3. Expand Mail.
    4. Expand Automatic processing.
    5. Select Inbox and sweep rules.
    6. Delete any unrecognized rules.
    7. Expand Accounts.
    8. Select Forwarding.
    9. Select Stop Forwarding if any unknown accounts are linked to it.
    10. Click Save.
       Note: If your account is forwarding to an email address you are not familiar with, your account is compromised. Stop following these instructions and following these instructions.
  4. Check Deleted Items.
  5. Check Junk E-Mail.
  6. Send a test email to the TopperMail in question from a known good email account.
  7. If the message was received to the TopperMail the client should contact the sender of the email they haven't received to try again or gather any bounce back message the sender was sent.
  8. If the message was not received and all other steps were taken above contact the IT Helpdesk.

 Note: If you are a student located on main campus and would like to attempt to retrieve missing emails, please see related article Recovering Deleted Emails. If you are a student located off-campus please contact the IT Helpdesk.

 

IT Helpdesk Consultants Only

If all the steps have been followed above and the user still can't send or receive emails, fill out the ticket template Enterprise Systems > TopperMail > Question, Problem, or Email Client Settings and route to Enterprise Systems.

Last Modified: 08-21-2016 14:51PM

Reporting Spam/Phishing Email
Information for students/alumni (TopperMail) for handling spam and phishing scam emails.

Issue/Question

What do I do with a spam or phishing scam email?

Resolution

 Note: If you have responded to a spam or phishing scam follow these instructions.

Phishing

  1. Check the Phish Bowl for the email.
  2. If the email is on the site, it has been reported and you can delete the email. If you don't see the email forward phishing message to phish@wku.edu.
  3. Delete email.

Spam

You can mark individual emails as junk to help train the system to reduce the likelihood of receiving similar unwanted messages in the future:

  1. Open the undesired email.
  2. Click the (More actions) button in the top-right corner of the message.
  3. Select Mark as junk.
Last Modified: 08-16-2016 09:50AM

Setting up Email Forwarding
Information for configuring a rule to forward TopperMail emails to another account.

Issue/Question

How do I set up my TopperMail to forward to another email address?

Resolution

  1. Login to TopperMail.
  2. Click the  gear icon in the top right hand corner.
  3. Under Your app settings, click Mail.
  4. Expand Mail.
  5. Expand Accounts.
  6. Select Forwarding.
  7. Click Start Forwarding.
    1. Enter the email address that you wish to forward emails to.
    2. Optionally, select "Keep a copy of forwarded messages."
  8. Click Save.
Last Modified: 05-30-2018 15:35PM

Turning Off Clutter
Instructions for turning off the clutter feature in TopperMail.

Issue/Question

How do I turn off the Clutter feature?

Environment

  • TopperMail

Resolution

  1. Login to your TopperMail.
  2. Click  (gear icon).
  3. In the Search, type clutter.
  4. Click Clutter.
  5. Uncheck Separate items identified as clutter.
  6. Click  Save.
Last Modified: 03-30-2017 13:45PM

Mobile Devices / Android

Adding TopperMail Account
Instructions for students, alumni, and affiliates to add their TopperMail accounts to an Android device.

Issue/Question

How do I add my TopperMail account to my Android phone / tablet?

Environment

  • Android Mobile Devices

Resolution

  1. Open the Application Launcher.
  2. Select Email.
  3. Enter your full email address (e.g. big.red123@topper.wku.edu) and your TopperMail password.
  4. Your Android device should then automatically configure your account. If it does not, when it fails to connect, select Manual Setup and continue below.
  5. Enter the following:
    • Domain: outlook.office365.com
    • Username: Your full email address (e.g. big.red123@topper.wku.edu)
    • Note: Some Android email apps may consolidate Domain and Username as Domain\Username (e.g. outlook.office365.com\big.red123@topper.wku.edu)
    • Password: Your TopperMail password
    • Server: outlook.office365.com
  6. Ensure Use secure connection (SSL) and Accept all SSL certificates are checked. Tap Next.
  7. Select OK when prompted about Remote security administration.
  8. Name the account as desired.
  9. Select Activate at the device administration prompt to complete the setup.

 Note: If your email will not add, and you get an error message that your account cannot verify, please reset your password here. Please reset the password even if you are able to login to your email directly through a web browser. WKU IT has found that some accounts get the cannot verify error and the current fix is to reset the password. If you have reset the password and followed the above steps please contact the IT Helpdesk.

Last Modified: 05-30-2017 16:56PM

Adding TopperMail Account to Outlook App
Instructions for adding a TopperMail account through the Outlook for Android app.

Issue/Question

How do I setup my TopperMail account?

Environment

  • Android Devices

Resolution

 Note: This method makes your TopperMail email, contacts, and calendar accessible in one app. If you prefer to have those items accessible in their dedicated apps, you can follow the steps to add your account through your phone's native email app or through the GMail app.

  1. Install the Microsoft Outlook for Android app.
  2. Tap OPEN.
  3. Tap GET STARTED.
  4. Enter your full email address (e.g. big.red123@topper.wku.edu).
  5. Tap CONTINUE .
  6. Enter your TopperMail password.
  7. Tap Sign in.
  8. Tap SKIP when prompted to add another account.
  9. Swipe through the tutorial.
  10. Tap to access your account.
Last Modified: 10-19-2017 10:39AM

Adding TopperMail to LG Devices
Instructions for adding your TopperMail account to an LG Android phone.

Issue/Question

How do I add my TopperMail account to my LG device?

Cause

LG uses a default e-mail application that is different from the one included with most Android 6.0 Marshmallow operating systems.  As such, adding a TopperMail account to these devices require different steps from the typical Android setup method.

Resolution

  1. Open the Email app on the home screen.  If it is not located there, check under Application Launcher.
  2. Select Other.
  3. Enter your Toppermail address and password.
  4. If your account is not automatically added, tap Next.
  5. Tap Manual Setup.
  6. Tap IMAP4, then click Next.
  7. In the IMAP4 server field, enter the following: pod51008.outlook.com.
  8. Security type should be SSL, and Port Number should read 993 (these settings should be automatic).
  9. Username will be your Toppermail address, and Password will be your Toppermail password.
  10. Tap Next.
  11. In the SMTP server field, enter the following: pod51008.outlook.com.
  12. Security type should be TLS, and Port Number should read 587 (these settings should be automatic).
  13. Username will be your Toppermail address, and Password will be your Toppermail password.
  14. Tap Next.
  15. Name the account as desired.
  16. Tap DONE.
Last Modified: 05-30-2017 16:56PM

Mobile Devices / iOS

Adding TopperMail Account
Instructions for adding a TopperMail account to an iPhone or iPad.

Issue/Question

How do I access my TopperMail account on my iPhone, iPod, or iPad?

Environment

  • iOS mobile devices

Resolution

From your iOS device, you can download this file and enter your TopperMail address and password when prompted. To manually add the account, follow the steps below.

  1. From the main menu / home screen, tap  Settings.
  2. Tap Mail.
  3. Tap Add Account....
  4. Tap Microsoft Exchange.
  5. Enter the following information:
    • Email: Your full TopperMail address (e.g. big.red001@topper.wku.edu)
    • Server: outlook.office365.com
    • Domain: leave blank
    • Username: Your full TopperMail address (e.g. big.red001@topper.wku.edu)
    • Password: Your TopperMail password
       Note: If your email will not add, and you get an error message that your account cannot verify, please reset your password here. Please reset the password even if you are able to login to your email directly through a web browser. WKU IT has found that some accounts get the cannot verify error and the current fix is to reset the password. If you have reset the password and followed the above steps please contact the IT Helpdesk.
  6. Select which features you would like to sync with your device and tap Save.

 

TSS Consultants Only

If the account is not able to be added with the Exchange option above, the account can be added with IMAP settings.

  1. Explain that an IMAP connection will limit access to just email; contacts, calendars, etc. will not sync with the device.
  2. Reference the related article IMAP Settings for manually adding the account.

If full functionality is desired, enter a ticket using the template Software and Enterprise Systems > TopperMail > Question, Problem, or Email Client Settings and escalate to Routing Group - Enterprise Systems.

Last Modified: 05-30-2017 16:57PM

Software & Programs / Office 365

Using TopperMail Account with Office365 Trial Version
Information about using your TopperMail account with a trial version of Office 365.

Issue/Question

My computer came with a trial version of Office. Can I use my TopperMail account's Office 365 subscription to validate it?

Resolution

The trial version included with many new computers is not compatible with the license type of Office 365 included with TopperMail accounts. The trial version software will need to be uninstalled, then Office 365 can be downloaded and installed through your TopperMail account.

Last Modified: 05-31-2018 07:43AM

WKU Accounts & Passwords

KCTCS Student Account Information
Information on what type of accounts get issued to SKY KCTCS students living on WKU's campus.

Issue/Question

I am a KCTCS student that is living on campus. How do I get a WKU account (NetID, WKUID, TopperMail)?

Resolution

Your WKU accounts will automatically generate once your joint enrollment application has been processed by WKU. You can check your WKU accounts on our Manage Accounts page. If you cannot login to the Manage Accounts page please contact Joint Admissions.

Last Modified: 01-17-2018 08:53AM

Viewing Account Passwords
Information about viewing your WKU account passwords.

Issue/Question

Can the WKU IT Helpdesk provide me with the password for any of my accounts?

Resolution

We are unable to view passwords for accounts. Users can use the accounts page to try resetting a password for any of their WKU accounts.

Note: Users using Guest Accounts will need to contact their sponsor in order to get the password.

Last Modified: 05-31-2018 07:43AM

WKU Systems / Blackboard / Email

Emails Sending To Exchange Inbox
Information about where emails from Blackboard are sent.

Issue/Question

I am receiving Blackboard related emails in my Exchange email inbox, not my TopperMail inbox. Why is this?

Environment

  • Exchange

Cause

The users primary email established with their university account was set to their exchange account. This occurs if the user became a faculty or staff member of the university before registering as a student.

Resolution

There is currently no way of changing the default email.

Last Modified: 06-05-2018 18:16PM

Sending an Email
Instructions for sending an email through Blackboard.

Issue/Question

How do I send email through Blackboard?

Resolution

  1. Click Tools in the course menu.
  2. Click Send Email.
  3. Click the appropriate option.
  4. Click a User.
  5. Click the Right Arrow Icon to add them to the Selected window.
  6. Type in a Subject.
  7. Type Email.
  8. Click Submit.

Note: A copy will be emailed to the sender.

Last Modified: 05-30-2018 19:04PM

Note: documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view,
download Adobe Acrobat Reader.

Note: documents in Excel format (XLS) require Microsoft Viewer,
download excel.

Note: documents in Word format (DOC) require Microsoft Viewer,
download word.

Note: documents in Powerpoint format (PPT) require Microsoft Viewer,
download powerpoint.

Note: documents in Quicktime Movie format [MOV] require Apple Quicktime,
download quicktime.

 
 Last Modified 4/28/17