TopperMail FAQs

Instructions for removing a personal computer from TopperMail Mobile Device Management if it has been enrolled.

Issue/Question

I signed into my TopperMail account on my personal computer and there are group policies for different Windows settings that I cannot change. How can I remove this?

Environment

• Windows 10
  • TopperMail

Cause

When activating Microsoft 365 from WKU there is an option during the installation and activation process that may be overlooked that will enroll your computer into InTune policies to override your own preferences via Mobile Device Management. This association must be removed before you can change some settings. 

Resolution

1. Click the  Windows button. 
2. Select the  Settings gear. 
3. Select the Accounts section. 
4. Select the Access work or school section. 
5. Click your WKU TopperMail account. 
6. Select Disconnect. 
7. Reboot your computer after the account has disconnected to change your settings. 

Last Modified: 07-09-2021 16:43PM

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: 06-29-2021 11:40AM

Information about changing a student email multi factor authentication number.

Issue/Question

I need to change the phone number associated with my student email'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 student email account please contact the ITS Service Desk.

Last Modified: 01-08-2021 13:37PM

Information about when a student email account will be created for Joint Admissions students.

Issue/Question

I am a WKU Joint Admissions student. Will I have a WKU email account?

Cause

Joint Admissions means you are admitted to both your community college and WKU at the same time as you work toward your community college degree. The WKU-issued email is the official means of communication for WKU admissions, financial aid, billings, parking and transportation, etc.

Resolution

Joint Admissions staff will enroll students in a joint enrollment placeholder class. Twenty-four hours after this has occurred, the student email account will be automatically generated. To look up the student email account and set the password, visit the Manage My WKU Accounts page.

For additional questions about the Joint Admissions process, please contact the Joint Admissions Office.

For additional assistance with your student email account, please contact the ITS Service Desk.

Last Modified: 01-08-2021 12:55PM

Information on looking up a WKU email address.

Issue/Question

How do I look up someone's WKU email address?

Resolution

1. Go to the Campus Directory.
2. Enter in at least the first two letters of the person's last name.
3. Click Search.

Last Modified: 01-15-2021 10:15AM

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 log into my WKU email account I get the following 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: 01-15-2021 11:41AM

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: 01-15-2021 10:18AM

Instructions for reporting a problem with WKU email accounts.

Issue/Question

I am having a problem with my WKU email. Where can I submit a service request for email help? 

Environment

• WKU Email

Resolution

You may submit this service request or contact the ITS Service Desk for assistance with WKU email.

Last Modified: 04-14-2021 09:30AM

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

Issue/Question

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

Environment

• WKU Email
  • Student Email Accounts
    • Azure Active Directory

Cause

Student email 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 email password. The email password no longer exists. If you need to reset your NetID password you may do that here. 

Last Modified: 01-08-2021 14:50PM

Instructions for enabling sign-in for an email account when it has been blocked.

Issue/Question

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

Environment

• WKU Email

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 email account as sign-in has been blocked, please contact the ITS Service Desk.

Last Modified: 01-08-2021 14:55PM

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 student email account? 

Environment

• WKU Email
  • Student Email

Resolution

1. Log into your student email 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: 01-08-2021 15:05PM

Information on how WKU Email addresses (Faculty, Staff, Students, Alumni, and Affiliates) are formatted.

Issue/Question

What is the format for a WKU email address?

Environment

• Exchange
• TopperMail

Resolution

Faculty/Staff Exchange Email

Generally, the formatting of Exchange emails is firstname.lastname@wku.edu. To look up an email address use the WKU Campus Directory.

Students, Alumni, and Affiliate TopperMail Email

Generally, the formatting of Toppermail emails is firstname.lastname123@topper.wku.edu. To look up an email address use the WKU Campus Directory.

Last Modified: 01-15-2021 10:19AM

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

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 Compose 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: 01-14-2021 09:52AM

Instructions on how to block senders in OWA.

Issue/Question

How do I add someone to my Blocked Senders list?

Environment

• OWA

Resolution

1. Log into your email account.
2. Copy the email address of the sender you would like to block.
3. Click the  gear in the top right.
4. View all Outlook settings at the bottom. 
5. Click Mail.
6. Click Junk email. 
7. In the Blocked Senders and domains list, enter the email address you would like to block.
8. Click  Plus to add the address to the list.
9. Click  Save.

Last Modified: 01-15-2021 11:36AM

Information for creating an email signature in OWA.

Issue/Question

How do I attach a signature to my outgoing emails?

Environment

• Outlook Web Access

Cause

You can create personalized signatures for your email messages that include text, images, your electronic business card, a logo, or even an image of your handwritten signature.

Resolution

Outlook Web Access

1. Click Options  and select View all Outlook settings.
2. Select Mail.
3. Select Compose and reply.
4. Under E-Mail Signature, in the text box, type the signature you want to use. Use the formatting bar to format the font as you want it to appear.
5. Click Save.

 Note: Outlook Web Access only allows limited features for signatures. For more features, please use a dedicated email program, such as Outlook.

Last Modified: 09-12-2021 14:36PM

Instructions for saving an attachment from OWA.

Issue/Question

How do I download an attachment in OWA? 

Environment

• OWA

Resolution

1. Open the email with the attachment. 
2. Click the dropdown menu next to the attachment . 
3. Click Download. 
4. The file will save to your default download location; you may open the file from this location. 

Last Modified: 01-08-2021 13:45PM

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 in the To field. 
3. Automatic results will begin populating, but you may select Search Directory for additional results. 

Last Modified: 01-14-2021 09:48AM

Instructions on how to mark an email as not junk in OWA.

Issue/Question

How do I mark an email as not junk?

Environment

• OWA

Resolution

1. Log into your email account.
2. Go into your Junk E-Mail folder.
3. Right-click on the email in question.
4. Select Mark as not junk.

Last Modified: 02-03-2021 16:15PM

Instructions on what you want to if OWA redirects to a blank page when you try to access it.

Issue/Question

OWA 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: 01-08-2021 14:53PM

Instructions for sorting mail in OWA.

Issue/Question

How do I re-sort the mail in my inbox?

Environment

• OWA

Resolution

1. In the inbox, click the Filter dropdown.
2. Click Sort.
3. Select the way in which you would prefer your emails to be displayed.

Last Modified: 01-08-2021 10:32AM

Instructions for removing signatures in OWA.

Issue/Question

How do I remove my email signature from OWA?

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 Compose and reply. 
5. Highlight all text in text box and press Delete or Backspace.
6. Click Save.

Last Modified: 01-14-2021 09:53AM

Instructions on how to remove blocked senders from a blocked senders list in OWA.

Issue/Question

How do I remove someone from my blocked senders list?

Environment

• Outlook Web Access

Resolution

1. Log into your email account.
2. Copy the email address of the sender you would like to block.
3. Click the  gear in the top right.
4. View all Outlook settings at the bottom. 
5. Click Mail.
6. Click Junk email. 
7. In the Blocked Senders list, click the sender to select it.
8. Click the  trash can to remove the blocked sender.
9. Click  Save.

Last Modified: 01-15-2021 11:38AM

Instructions to request a delivery or read receipt while sending a message in OWA.

Issue/Question

How do I request a delivery or read receipt for a single email?

Environment

• WKU Email

Cause

A delivery receipt confirms delivery of your email message to the recipient's mail server, but not that the recipient has seen it or read it. A read receipt confirms that your message was opened. There are scenarios where read receipts are not sent, such as the message recipient declining to send read receipts, or if the recipient's email program does not support read receipts.

Resolution

1. Log into your WKU email account.
2. Select New Message to compose a new message.
3. Above the message, click  for more message commands.
4. Select Show message options...
5. Check  Request a delivery receipt and/or  Request a read receipt, as desired.
6. Click OK.
7. Address and send your message as usual.

Last Modified: 01-15-2021 11:39AM

Instructions for setting default preference of sending attachments via OWA.

Issue/Question

How do I change my preferences for sending vs sharing attachments in OWA?

Environment

• OWA

Resolution

1. Log into your WKU email account. 
2. Click the (gear icon).
3. Click View all Outlook settings. 
4. Click Mail. 
5. Click Attachments. 
6. Apply the preferences that you would like. 
7. Click Save.

Last Modified: 02-12-2021 11:05AM

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

• WKU Email

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 into your email account online.
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. Click View all Outlook setting.
7. Click Mail.
8. Click Rules.
9. Click the + plus icon below Inbox Rules.
10. Enter "Move Suspicious Email to a Folder" in the Name box.
11. Click the box below When the message arrives, and it matches all of these conditions.
12. Hover over It includes these words and select in the subject...
13. In the Enter words... box, type in "[??SUSPICIOUS??]".
14. Click the + plus icon.
15. Click OK.
16. Click the box below Do all of the following.
17. Hover over Move, copy, or delete and select Move the message to folder...
18. Click on the Suspicious folder (created in step 4).
19. Click OK.
20. Click  OK at the top of the screen.
21. You may close the Outlook settings winds to return to your inbox.

Last Modified: 01-15-2021 11:40AM

Instructions for using the Blind Carbon Copy (Bcc) feature in OWA.

Issue/Question

How do I access the Bcc option in OWA?

Cause

By default, the Bcc field when composing a new message in OWA is hidden.

Resolution

In order to access the Bcc feature for a single message:

1. When drafting a new message, click on the button that says Bcc at the end of the To address line.
2. The Bcc option will now appear for this message.

In order to turn the Bcc field on by default:

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 Compose and reply. 
5. Check the Always show Bcc box, and click Save.
6. The Bcc option will now appear by default when composing messages.

Last Modified: 01-14-2021 12:11PM

Instructions for turning OWA's Focused Inbox View off or on.

Issue/Question

How do I turn the Focused Inbox view off or on? 

Environment

• OWA

Resolution

1. Log into your WKU email account. 
2. Click the gear icon. 
3. Toggle the Focused Inbox option to your preference. 

Last Modified: 01-15-2021 11:40AM

Instructions for viewing a WKU email account calendar online.

Issue/Question

How do I view calendars when logged into my WKU email account? 

Environment

• OWA (Outlook Web Access)

Resolution

1. Click  on the left side of the page.
2. Click Calendar.
3. The calendar will appear.

Last Modified: 01-14-2021 16:22PM

Information on "temporary locked" error message when trying to login to email.

Issue/Question

Why do I get this error message when I try to log into my Exchange or TopperMail email?

Your account is temporarily locked to prevent unauthorized use. Try again later, and if you still have trouble, contact your admin.

Environment

• Exchange
• TopperMail

Cause

After 10 failed attempts to login to an Exchange account, the account automatically locks for one minute. Additional failed attempts lock the account for longer durations.

Resolution

The lockout timer must run out on its own and cannot be reset. Because this error only occurs after repeatedly entering an incorrect password, it is recommended to reset your password before attempting to login again. Note that resetting the password does not reset the lockout timer; you must wait until the timer runs out on its own before you will be able to login.

Please contact the ITS Service Desk if you need assistance resetting the password.

Last Modified: 01-15-2021 10:12AM

Instructions for setting up inbox rules for your WKU email.

Issue/Question

How do I filter messages?

Resolution

To create a filter/rule based on an email in your inbox:

1. Right-click the message. Choose Create Rule....
2. Modify the desired drop-down fields pre-generated by Outlook, customizing as desired with Add condition.
3. Click OK.

To create a filter/rule without an email in your inbox:

1. Click Settings and select View all Outlook settings.
2. Click Mail. 
3. Click Rules.
4. Click Add (+ icon).
5. Customize the Rules as desired, selecting Add action if necessary.
6. Click OK.

Last Modified: 09-14-2021 12:20PM

Instructions for setting up Microsoft's Multi-Factor authentication for TopperMail accounts and retired faculty / staff email accounts.

Issue/Question

How do I configure Microsoft Multi-Factor Authentication to access my email account? 

Environment

• TopperMail Accounts
• Retired WKU Faculty/Staff Email Accounts

Cause

All WKU email accounts must use some form of multi-factor authentication. The authentication method for both student TopperMail accounts and retired faculty / staff Exchange accounts require the use of Microsoft's multi-factor process. 

Resolution

1. Go to Office.com.
2. Click Sign in.
3. Type in your WKU email address. 
4. Click Next. 
5. Enter your WKU email address password. 
6. Click Sign in. 
7. On the More information required screen, click Next. 
8. Select how you would like to authenticate. You may authenticate by phone, or by downloading and using the Microsoft Authenticator app on a smartphone or tablet. 
   Note: You will have to have this authentication method with you each time you wish to sign into your email account. If your authentication method is set to use a landline, you must be available to answer that phone when you want to sign into your email account. Additionally, you will need to have your smartphone or tablet with you should you choose to authenticate using the Microsoft Authenticator app.
9. If you would like to authenticate by phone, complete the following steps, if you would like to authenticate using the Microsoft Authenticator app, please go to step 10. 
   1. Select Authentication phone from the dropdown menu. 
   2. Input your country and telephone information. 
   3. Select if you would like to receive a text message, or a phone call. 
   4. Click Next. 
   5. Follow the steps on the screen to complete your registration. 
10. If you would like to authenticate using the mobile app, complete the steps below: 
    1. Select the option for Mobile app authentication.
    2. Select the option to Receive notifications for verification or Use verification code. 
       Note: When using the option to Receive notifications for verification, your phone or tablet will be sent a notification that you must approve to allow login. If selecting the option of Use verification code, the Authenticator app on your phone will automatically create numerical codes that you will have to enter when signing in.
       Note: These codes are time-sensitive and will last no more than 30 seconds at a time. It is recommended to use the option of Receive notifications for verification opposed to using the verification codes. 
    3. Click Set up to configure the mobile app. 
    4. Complete the steps that are presented to you in order to set up the Microsoft Authenticator app. 
11. Once the Multi-Factor Authentication process is complete, you will be able to sign into your email account. 

Please contact the ITS Service Desk should you encounter any problems or have any questions regarding this process. 

Last Modified: 07-02-2021 13:50PM

Information about getting a WKU email account created for Affiliates or Non-Employees of WKU.

Issue/Question

How do I request an Affiliate/Non-Employee of WKU get an email account?

Cause

WKU Affiliates/Non-Employees receive an email address ending in @topper.wku.edu from WKU ITS.

Resolution

An Affiliate or Non-Employee of WKU must have the Affiliate or Non-Employee status in Banner before an email can be created for them. You can request an email account be created by submitting an online service request.

Last Modified: 02-24-2021 13:34PM

Instructions for logging into WKU email.

Issue/Question

How do I log into WKU email?

Resolution

1. Go here.
2. Select your account. 
3. Enter in your full WKU email address.
4. Enter in your WKU email password.
5. Click Sign In.

Last Modified: 04-22-2021 12:49PM

Instructions on handling a compromised student email account.

Issue/Question

What do I do if I think my student email has been compromised?

Cause

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

Resolution

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

1. Reset your student email password to a password you have never used before.
2. Log into your student email account.
3. Click the (gear icon).
4. Click View all Outlook settings at the bottom.
5. Select the Mail tab. 
6. Select Rules.
7. Delete any unrecognized inbox rules.
8. Select Sweep.
9. Delete any unrecognized Sweep rules. 
10. Select Forwarding.
11. Select Forwarding.
12. Un-check Enable forwarding if this option has been turned on, and delete any email addresses that are not yours. 
13. Click Save.
14. Select Compose and reply.
15. Remove any malicious content in the email signature.
16. Click Save.
17. Close the Settings window.
18. 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. 
19. Click View account.
20. You can view your personal information here. If there are any changes that need to be made, make note of them. 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-WKU 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: 09-09-2021 15:09PM

Information about how long students can keep their email accounts.

Issue/Question

How long will I retain my Student Email account?

Resolution

Student email accounts are given to degree awarded alumni for life. Student email accounts may be deleted if there is no activity in a 6 month period of time. Students who were not awarded a degree from WKU will have their accounts deleted after their last semester of coursework has passed. 

Last Modified: 02-12-2021 11:18AM

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

Issue/Question

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

Environment

• Student email

Cause

Student email accounts are hosted by Microsoft 365, 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 student email password. This will allow you to sign-in to webmail immediately. If the password is still rejected on your mobile device, wait 24-hours for the systems to synchonize and try again.

Last Modified: 06-24-2021 08:52AM

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: 02-12-2021 14:15PM

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.

Shared Mailbox Email Accounts

Emails to shared accounts are not logged in the Email Archiver and cannot be accessed.

Alumni

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

Last Modified: 05-13-2021 14:22PM

Instructions on sending email to multiple addresses in the To, CC, or BCC fields.

Issue/Question

How do I send an email to multiple addresses in the To, CC, or BCC fields?

Resolution

To send a message to multiple addresses, enter the email addresses into the To, CC, or BCC fields, separated by semicolons (;). Example: big.red@wku.edu; student.topper123@topper.wku.edu.

Last Modified: 01-15-2021 10:23AM

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: 01-27-2021 12:35PM

Information about what email applications are supported by WKU.

Issue/Question

What mail applications are supported by WKU?

Resolution

WKU IT only supports TopperMail and Faculty/Staff email through the following methods: 

• Webmail 
• Microsoft Outlook program
• Native iOS Mail App
• Native Android Mail App

 Note: Sponsored Faculty/Staff (Exchange) accounts are only supported via Webmail.

 Note: WKU retiree accounts are only supported via Webmail.

Last Modified: 03-04-2021 10:34AM

Instructions to add WKU email accounts to an Andriod device via Exchange account type.

Issue/Question

How do I add my WKU email account to my Android device if Gmail is the stock email app?

Environment

• Android 5.0 "Lollipop" and newer

Cause

Opening the stock email app results in this message. "Email has moved. The Gmail app now lets you view all of your email accounts." In April 2016, Gmail added support for Exchange accounts.

Resolution

1. Open the Gmail application.
2. Choose Add account.
3. Select Exchange and Microsoft 365.
    Note: If you do not see this option, you may have to update your Gmail app from the Google Play Store.
4. Enter in your account information as prompted. 
5. Authenticate with Multi-Factor Authentication if prompted. 
6. Save the changes. 

Last Modified: 07-09-2021 13:08PM

Instructions for how to delete an email account from an iOS (e.g., iPhone, iPad) device.

Issue/Question

How do I delete an email account from my iOS (e.g., iPhone, iPad) device? 

Environment

• iOS 10+

Resolution

1. From the home screen of your device, tap Settings. 
2. Tap Accounts & Passwords. 
   Note: If you are using iOS 13 or later, tap Mail, then Accounts. 
3. Tap the account you wish to remove. 
4. Tap Delete. 
5. Tap Delete again to confirm your choice. 

Last Modified: 02-19-2021 15:56PM

Instructions for correcting email not syncing on iOS devices.

Issue/Question

I added my email account to my iOS device successfully, but no new messages are appearing in my inbox.

Resolution

1. Remove and re-add the account to ensure it is using the latest account credentials and settings. Reference the related articles section for assistance.
2. If the account still does not show messages that should appear, restart the device:
   1. Press and hold the Sleep button for 5 seconds.
   2. Slide to power off the device.
   3. Press and hold the Sleep button to turn the device back on.
3. Open Mail and ensure the account is now syncing properly.

Last Modified: 02-26-2021 13:10PM

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

Issue/Question

When opening an Microsoft 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

• Microsoft 365

Cause

A Microsoft 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, your Microsoft 365 license was issued.
10. Navigate back to your Microsoft 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: 08-06-2021 11:02AM

Information about using your TopperMail account with a trial version of Microsoft 365.

Issue/Question

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

Resolution

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

Last Modified: 07-09-2021 13:12PM

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: 01-28-2021 08:20AM

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: 01-28-2021 08:26AM

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: 02-12-2021 11:44AM

Instructions for sending an email through Blackboard.

Issue/Question

How do I send email through Blackboard?

Resolution

1. Click Course Tools in the course menu.
2. Click Send Email.
3. Click the appropriate option.
   Note: If you selected the option to send to Single / Select Users, Single / Select Groups, or Single / Select Observers you will need to complete steps 4 and 5. If you selected another option in step 3, please go to step 6. 
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: 07-20-2021 15:45PM