Skip to main content
Skip to main content

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.

 Note: Messages both received and deleted the same day cannot be restored.

 

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: 10-07-2016 15:08PM

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: 11-28-2016 15:54PM

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

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 at 270-745-7000 or through chat in order to have this resolved.

 

IT 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 ticket template Software and Enterprise Systems > TopperMail > Question, Problem, or Email Client Settings.
Last Modified: 04-19-2016 13:21PM

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: 11-29-2016 10:13AM

Email & Calendars / TopperMail / Accounts

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

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

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

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

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

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

Issue/Question

How do I turn off converation mode?

Environment

  • TopperMail

Resolution

  1. Log into TopperMail.
  2. Click Filter.
  3. Hover over Show as.
  4. Click Messages.
Last Modified: 11-07-2017 09:15AM

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

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

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