TopperMail FAQs

Information about scanning from WKU printers to TopperMail accounts.

Issue/Question

Why can't I scan to my TopperMail from a networked printer?

Cause

By default, scanners can only send documents to email addresses ending in @wku.edu.

Resolution

A Faculty or Staff member can request the ability for scanning to TopperMail accounts. They can contact the ITS Service Desk or submit a service request. to have the scanner configured with an external relay for the mail server.

Last Modified: 09-18-2020 16:04PM

Instructions for recovering missing or deleted emails for Student/Faculty/Staff email accounts.

Issue/Question

How do I restore missing or deleted emails?

Resolution

Students/Faculty/Staff

You can access your archived emails with the Email Archiver.

1. Log in 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. Log in 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 ITS does not support the retrieval of deleted emails for alumni.

Last Modified: 09-16-2020 15:12PM

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

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, submit an online request or contact the ITS Service Desk 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, submit an online request or contact the ITS Service Desk to have the email address changed.
    Note: 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 Relations at 270-745-6921.
2. After this has been processed, contact the ITS Service Desk to have the email address changed.

Last Modified: 08-06-2019 10:52AM

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 ITS does not contact individuals directly regarding their account status. Please ask this person to contact the ITS Service Desk.

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

• Exchange
• TopperMail

Last Modified: 02-10-2020 12:56PM

Instructions for resetting MFA on TopperMail or G Suite accounts.

Issue/Question

How do I reset my Multi-Factor Authentication (MFA) for TopperMail or G Suite?

Environment

• TopperMail
• G Suite

Resolution

To reset your MFA for TopperMail or G Suite please contact the ITS Service Desk.

Last Modified: 09-17-2020 10:48AM

Information about email tags that were enabled October 17, 2018 on all WKU Exchange accounts alerting users that messages originated outside of the WKU Exchange server.

Issue/Question

I have started seeing my email messages tagged with one of the following messages, what are they?

** This message originates from outside WKU.  Always use caution following links. **

or

** This message originates from TopperMail.  Always use caution following links. **

Environment

• WKU Exchange

Cause

On October 17, 2018, WKU ITS implemented a new feature with all WKU Exchange accounts. These messages are to alert users that the message originates from an account that does not end in @wku.edu so as to help promote cyber security through email. This feature cannot be disabled for individual users.

Last Modified: 10-18-2018 13:45PM

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, please contact the ITS Service Desk.

Last Modified: 02-10-2020 12:51PM

Information about the meaning of bounce back emails you can receive when sending emails from your Exchange account.

Issue/Question

I have received a bounce back email. What does it mean?

Cause

The reason for the bounce message will usually be located below these lines in the bounce back email you received:

Diagnostic information for administrators:
Generating server: spamcontrol.wku.edu
theemail@youtriedtosento.com
The reason will appear on this line.

Resolution

Here is a list of commonly known reasons for bounce back messages. Once you have located the lines above, try and locate it in this list.

#< #5.0.0 X-Spam-&-Virus-Firewall; [youtriedtosendto.com]: Name or service not known> #SMTP#

This means the domain, youtriedtosendto.com cannot be resolved via DNS and is therefore unreachable by our mail system. Often this is just due to a mistyped email address, but can also indicate network changes or problems on the recipient's end. In the latter case, the problem can only be resolved by the recipients organization, not WKU.

#< #5.0.0 X-Spam-&-Virus-Firewall; host domain.you.tried.to.send.to[123.123.123.123] said: 550 5.1.1 User unknown (in reply to RCPT TO command)> #SMTP#

This means that the email address you attempted to send to is unknown by the destination server. You could have mistyped the email address, or used an outdated account that has been deactivated. Double check the spelling of the email address or attempt to contact the intended recipient through other means to obtain the correct address.

Delivery is delayed to these recipients or groups: big.red@wku.edu This message hasn't been delivered yet. Delivery will continue to be attempted. The server will keep trying to deliver this message for the next 1 days, 19 hours and 50 minutes. You'll be notified if the message can't be delivered by that time.

This is due to an issue with the outgoing mail server. A ticket with the bounceback message must be routed to Systems Administration from the ITS Service Desk.

spamcontrol.wku.edu #554 rejecting banned content ##

This means the spamcontrol server has identified part of the message as containing spam. Many times the spam content is not visible and can indicate the sender's computer has an infection of some kind. To determine if such is the case, a ticket should be routed to Systems Administration from the ITS Service Desk.

#550 5.3.4 ROUTING.SizeLimit; message size exceeds fixed maximum size for route ##

This means the message exceeds the size limit restrictions. Ensure that your attachments are below the size limit for Faculty/Staff email and for TopperMail.

Last Modified: 01-10-2019 11:37AM

Information about unsubscribing from the student-all mailing list.

Issue/Question

Can I be removed from the Student-All Mailing list?

Environment

• TopperMail
  • Current WKU Students

Resolution

Current students are required to be on the student-all mailing list.

Last Modified: 10-08-2018 09:52AM

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

Information about changing a TopperMail multi factor authentication number.

Issue/Question

I need to change the phone number associated with my TopperMail's multi factor authentication. 

Environment

• TopperMail

Cause

Access to the current phone number is no longer possible. 

Resolution

If you need to change the phone number associated with multi factor authentication on a TopperMail account please contact the ITS Service Desk.

Last Modified: 02-04-2020 15:09PM

Instructions on how to create a folder in TopperMail.

Issue/Question

How do I create a folder in TopperMail?

Environment

• TopperMail

Resolution

1. Log into TopperMail.
2. Hover over your name.
3. Click the  plus icon.
4. Name your new folder.

Last Modified: 09-18-2018 14:51PM

Instructions for creating an app-specific password for TopperMail accounts for use with third-party mail applications.

Issue/Question

How do I add my account to a mail system when using multi-factor authentication (MFA)? 

Environment

• TopperMail

Cause

Some third-party email programs may not be able to ask for a verification code or bypass code when adding a TopperMail account that has multi-factor authentication enabled. In these cases, an app-specific password must be created. 

Resolution

1. Log into TopperMail. 
2. Click your account icon in the upper-right corner. 
   Note: This may be a round icon with your initials in it, or it could be a picture that you may have uploaded for your profile. 
3. Select My Account. 
4. Click Security & privacy. 
5. Click Additional security verification. 
6. Click Create and manage app passwords. 
7. Click the create button and enter a name for your mail application so that you know which application is using the password. 
8. A new password will be generated. Enter this password into the application for which you are trying to use. 
   Note: This password is only shown once. Once the window with the password is closed you will be unable to retrieve the password for security purposes. If you need to generate the password again you will have to start again for a new password to be created. 
9. Close the window with the password to secure it from being seen again. 

Last Modified: 03-04-2020 15:35PM

Information about accessing Microsoft Office after graduation and/or absence from WKU.

Issue/Question

How do I access Microsoft Office after I have graduated and/or am no longer taking classes at WKU? 

Environment

• TopperMail 
  • Office365

Resolution

Due to WKU's licensing agreement with Microsoft, only current WKU students will retain Microsoft Office licenses. Once you have graduated or are no longer taking classes with WKU you will lose access to Microsoft Office and Microsoft OneDrive storage. You will need to transfer any files from OneDrive to a personal storage account or medium prior to graduation to preserve the data. WKU degree-awarded alumni are granted the TopperMail account for life. This is only an email address and does not contain any Microsoft Office functionality whatsoever. Students leaving WKU that are not degree-awarded will not be granted their TopperMail accounts and such accounts will be terminated after a time period. 

Last Modified: 06-17-2020 09:30AM

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 shut down by Microsoft.

Resolution

Please contact the ITS Service Desk in order to have this resolved.

Last Modified: 05-01-2019 14:43PM

Instructions on filtering messages marked as suspicious to a folder.

Issue/Question

I'm receiving several suspicious email messages, every day, and they're all marked as "[??SUSPICIOUS??]". Can I automatically move these messages to a folder?

Environment

• TopperMail

Cause

Our email system adds "[??SUSPICIOUS??]" to the subject of emails that are suspected of being phishing scams. You can learn more about phishing scams by visiting our Phish Bowl. You must regard any messages requesting your personal information as suspicious until proven otherwise.

When users respond to phishing scams, it allows an attacker to take over their email account. Then, the email accounts are used to send thousands of spam and phishing emails to the entire address book. Because the emails come from legitimate WKU accounts and attackers frequently change tactics to avoid suspicion, it's very difficult to accurately detect and prevent these messages from arriving in your inbox.

Resolution

 Warning: If an email is wrongly flagged as suspicious (false positive), it will be moved to the Suspicious folder once this rule is created. It is important to periodically check the suspicious folder for legitimate messages that may have been moved there inadvertently. Furthermore, not all scams will be marked as "[??SUSPICIOUS??]" (false negative). You must continue to regard any message requesting your personal information as suspicious, even if it is not flagged.

1. Log in to TopperMail.
2. Below Folders on the left-side, right-click on your Name.
    Note: You may have to click More to see your name.
3. Click Create new folder.
4. A blank box will appear below your other folders. Type "Suspicious" and press the Enter key.
5. In the top-right corner of the screen, click on the  Settings icon.
6. Under Your App Settings, click Mail.
7. In the left menu, expand the Mail section.
8. Expand the Automatic Processing section.
9. Click Inbox and sweep rules.
10. Click the + plus icon below Inbox Rules.
11. Enter "Move Suspicious Email to a Folder" in the Name box.
12. Click the box below When the message arrives, and it matches all of these conditions.
13. Hover over It includes these words and select in the subject...
14. In the Enter words... box, type in "[??SUSPICIOUS??]".
15. Click the + plus icon.
16. Click OK.
17. Click the box below Do all of the following.
18. Hover over Move, copy, or delete and select Move the message to folder...
19. Click on the Suspicious folder (created in step 4).
20. Click OK.
21. Click  OK at the top of the screen.
22. Click  Options to return to your Inbox.

Last Modified: 07-15-2020 11:12AM

Information about accessing a TopperMail account that uses Azure Active Directory.

Issue/Question

I have a TopperMail account that was moved to Azure Active Directory for things like accessing remote computer labs. How do I sign into my TopperMail account? 

Environment

• TopperMail
  • Azure Active Directory

Cause

TopperMail accounts that are migrated over to use Azue Active Directory will not have their own passwords; they will use the NetID password for authentication. 

Resolution

You will sign into your account just like you normally would, but instead, you will use your WKU NetID password instead of your TopperMail password. The TopperMail password no longer exists. If you need to reset your NetID password you may do that here. 

Last Modified: 09-01-2020 10:02AM

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:
   • Clearing Cache (Internet Explorer)
   • Clearing Cache (Safari)
   • Clearing Cache (Firefox)
   • Clearing Cache (Chrome)
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.
   • Google Public DNS
   • Verisign Public DNS
   • OpenDNS Public DNS
4. If you are still having issues after following these steps, Please contact the ITS Service Desk.

Last Modified: 07-15-2020 11:12AM

Instructions for enabling sign-in for a TopperMail account when it has been blocked.

Issue/Question

When I try to sign into my TopperMail account I get a message that says the sign-in has been disabled. 

Environment

• TopperMail

Cause

The sign-in to the account has been blocked. This could be due to the account being compromised, or Microsoft's security detection locking the account preemptively due to a spike in behavior, such as sending more than 100 messages in a short time. 

Resolution

If you are unable to sign into your TopperMail account as sign-in has been blocked, please contact the ITS Service Desk.

Last Modified: 08-27-2020 14:14PM

Instructions for setting up a TopperMail to use the Microsoft Authenticator app for multi factor authentication.

Issue/Question

How do I set up the Microsoft Authenticator app for my TopperMail account? 

Environment

• TopperMail

Resolution

1. Log into your TopperMail account. 
2. When prompted for added security, select Set it up now. 
3. Choose Mobile app from the dropdown. 
4. Make sure Recevie notifications for verifications is selected. 
5. Click Set up. 
6. Follow the on-screen instructions to add the account to the Microsoft Authenticator app. 

Last Modified: 01-14-2020 14:49PM

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: 09-05-2019 15:39PM

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

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 - 48 hours after registering for a class through TopNet. Students have to be registered for classes through TopNet to receive their TopperMail address. 

Last Modified: 06-17-2020 09:13AM

Instructions for adding a TopperMail account to macOS' built-in mail application.

Issue/Question

How do I access my TopperMail account from Apple Mail?

Environment

• macOS
  • Apple Mail

Resolution

1. Click the Mail application.
2. Click File. 
3. Click Preferences. 
4. Click Add Account. 
5. Select Exchange.
6. Enter your name, email address, and password for the TopperMail account.
7. Click Continue.
8. Select to sign into the account.
9. Sync the desired content (Mail, Contacts, Calendar, Notes, and Reminders).
10. Click Done.

Last Modified: 08-14-2019 13:34PM

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 ITS Service Desk to request the deletion of your TopperMail account. 

Last Modified: 03-14-2019 16:43PM

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: 08-06-2019 10:53AM

Information on how to prevent your KCTCS email account from logging in automatically.

Issue/Question

When I go to the TopperMail login page, I am immediately logged into my KCTCS account instead. Clicking the Logout button has no effect.

Resolution

You can use a different browser, exclusively for your TopperMail account, or put your normal browser into a private mode, so account credentials are not stored.

Last Modified: 01-15-2019 09:48AM

Instructions for logging into TopperMail.

Issue/Question

How do I log into TopperMail?

Resolution

1. Go 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: 07-23-2018 10:35AM

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 awarded 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 ITS Service Desk to request your account creation.

Last Modified: 10-01-2019 14:21PM

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 ITS Service Desk 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: 03-14-2019 16:51PM

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. Log into TopperMail.
3. Click the (gear icon).
4. Click View all Outlook settings at the bottom.
5. Select Rules.
6. Delete any unrecognized inbox rules.
7. Select Sweep.
8. Delete any unrecognized Sweep rules. 
9. Select Forwarding.
10. Select Forwarding.
11. Un-check Enable forwarding if this option has been turned on, and delete any email addresses that are not yours. 
12. Click Save.
13. Select Compose and reply.
14. Remove any malicious content in the email signature.
15. Click Save.
16. Close the Settings window.
17. Click your account in the upper-right corner.
    Note: If you have uploaded a custom profile picture, you will see that as your icon. If you have not uploaded a custom profile picture, your icon should be your initials. 
18. Click My account.
19. Select Personal info.
20. 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 ITS Service Desk. Our email admins will have to make this change.
21. 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 ITS Service Desk.

 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 ITS Service Desk.

Last Modified: 10-09-2019 15:58PM

Information about TopperMail passwords expiring, causing clients to be unable to sign into their account.

Issue/Question

My TopperMail has suddenly stopped working on mobile devices or my password has suddenly stopped allowing me to sign in.

Environment

• TopperMail

Cause

TopperMail accounts are hosted by Microsoft Office365, and Microsoft requires that all passwords expire every 2 years. If the account password has expired, it may prevent you from signing in or checking email on your connected devices.

Resolution

Visit the Manage My WKU Accounts website to change your TopperMail password. This will allow you to sign-in to webmail immeadiately. If the password is still rejected on your mobile device, wait 24-hours for the systems to synchonize and try again.

Last Modified: 03-25-2019 14:17PM

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

Instructions for automatically including email signature(s) on new messages and reply messages within TopperMail.

Issue/Question

How do I automatically apply my email signature to new messages and new message replies? 

Environment

• TopperMail

Resolution

1. Click on  settings in the upper right corner. 
2. Click View all Outlook settings at the bottom. 
3. Select the category of Mail on the left. 
4. Select the subcategory of Compse and reply. 
5. Compose your signature as you wish. 
6. Check Automatically include my signature on messages I compose in addition to Automatically include my signature on messages I forward or reply to. 
7. Click save to save the changes. 

Last Modified: 11-16-2019 12:46PM

Instructions and information about looking up WKU addresses in the Global Address List.

Issue/Question

How do I look up the email address of a WKU employee or student?

Resolution

1. Compose a new message.
2. Type the name of the recipient.
3. Click ^....
4. Select Check names.
5. The address will be selected automatically.

Last Modified: 07-05-2019 12:12PM

Information about automatically having email resent.

Issue/Question

Can Outlook Web Access resend a message on a weekly basis?

Resolution

This is not possible with the web interface, nor is it directly possible with Outlook. Third-party programs and plugins can do this, but are not supported by WKU IT Services.

Last Modified: 07-15-2020 09:10AM

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

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 please contact the ITS Service Desk.

 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 ITS Service Desk.

Last Modified: 07-15-2020 09:12AM

Information for students/alumni (TopperMail) for handling spam and phishing scam emails.

Issue/Question

What do I do when I get emailed spam or a phishing scam?

Resolution

 Note: If you have responded to a phishing email with any of your information (such as username, password, or otherwise), follow these instructions.

Phishing Scams

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

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: 10-18-2018 14:23PM

Instructions for enabling the Microsoft Authenticator app.

Issue/Question

I need to use a WKU remote lab and do not have the Microsoft Authenticator app enabled. How do I do that? 

Resolution

Please select an instruction set below.

If you are unable to sign into the above services please contact the ITS Service Desk.

Last Modified: 08-27-2020 16:55PM

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 log into your email directly through a web browser. WKU ITS 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 ITS Service Desk.

Last Modified: 03-14-2019 17:37PM

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  Passwords & Accounts.
3. Tap Add Account.
4. Tap Microsoft Exchange.
5. Enter your full Toppermail address (e.g. big.red001@topper.wku.edu).
6. Tap Next.
7. Tap Sign In.
8. Enter your Toppermail password.
9. Tap Sign in.
10. Select which features you would like to sync with your device and tap Save.

Last Modified: 05-19-2020 13:59PM

Instructions for checking settings when your calendar is not syncing from iOS to Outlook calendar.

Issue/Question

When I add an event to my iOS calendar, it does not sync to my Outlook calendar.

Environment

• iOS 10.0+

Cause

The calendar is most likely not added, turned on, or selected to display.

Resolution

1. Ensure the email account has been added by checking: Settings > Mail > Accounts.
2. Tap on the email account in question and ensure Calendars sync is turned on.
3. From Settings > Calendars, tap Default Calendar.
4. Verify the the correct calendar is checked as default.
5. Open the iOS Calendar app.
6. Tap Calendars.
7. Verify the calendar in question is checked to display.
8. Tap the  New Event and create a new event.
9. Verify your new event syncs to your Outlook calendar.

 Note: If you are not on a WiFi connection, check that calendar syncing is enabled for the Cellular Data connection:

1. Open Settings.
2. Tap Cellular Data.
3. Scroll to the USE CELLULAR DATA FOR: section.
4. Locate Calendar & Reminders.
5. Tap the toggle to set it to Green (enabled).

For additional assistance, please contact the ITS Service Desk.

Last Modified: 02-10-2020 13:17PM

Instructions for adding a TopperMail account to Outlook 2019.

Issue/Question

How do I add my TopperMail account to Outlook?

Environment

• Outlook 2019

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: 06-16-2020 08:28AM

Instructions on how to fix the error: "Your account doesn't allow editing..."

Issue/Question

When opening an Office 365 application (Word, Excel, Powerpoint), I am unable to edit or create any documents, and I receive this error:

Your account doesn't allow editing...

Environment

• Office 365

Cause

An Office 365 license has not been provisioned for your account.

Resolution

1. Navigate to the Eligibility Site: https://office.com/getoffice365
2. Click Find out if you're eligible.
3. Enter your WKU email address.
4. Click Sign up.
5. Click Continue.
6. Enter your WKU email address and password.
7. Click Sign in.
8. Click OK, got it.
9. Once you are on the install page, you're Office 365 license was issued.
10. Navigate back to your Office 365 application.
11. Select the option to use another account.
12. Log in with your WKU email address and password.

If this does not work, please contact the ITS Service Desk.

Last Modified: 01-14-2020 12:20PM

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: 07-22-2020 15:26PM

Information about viewing your WKU account passwords.

Issue/Question

Can the WKU ITS Service Desk 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: 11-14-2019 15:29PM

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 user has both an Exchange account and a TopperMail account.

Resolution

In instances where a user has both an active Exchange account and TopperMail account, the default account used with Blackboard will be the Exchange account. There is currently no way to change this.

Last Modified: 06-08-2020 13:14PM

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: 03-10-2020 13:46PM

Directions on what to do if you are unable to send an email to your instructor from Toppermail.

Issue/Question

I am trying to send an email to my instructor but am receiving a bounce-back message that says it cannot be delivered.

Cause

When an instructor sends an email through Blackboard, the message does not come from the instructor's personal e-mail account (john.doe@wku.edu), but from the generic account do-not-reply@blackboard.wku.edu. Toppermail through the Outlook Web Application (OWA) will help you out by remembering email addresses you have used before. However, in this case OWA may be remembering your instructor's email address as do-not-reply@blackboard.wku.edu.

Resolution

1. Log into TopperMail.
2. Click  New to compose a new email message.
3. In the To field, begin to type your instructor's email address. OWA will show suggestions to auto-complete the email address.
4. Click the  next to the suggestion that includes do-not-reply@blackboard.wku.edu.
5. Either select your instructor's correct address or manually type the address in the To field.
6. Finish composing your message and send it. Verify with your instructor that they received the email successfully.

 Note: If this does not resolve the issue, verify that you are able to send messages to anyone other than your instructor. If you are, please contact the ITS Service Desk.

Last Modified: 12-06-2018 12:25PM