Email FAQs

How do I post personal adverts to the Adverts public folder?

Personal adverts can be posted to the Adverts public folder by sending an email to adverts@gcu.ac.uk.

To view the Adverts public folder:

From Outlook 2010

•    Click on the Folder List icon at the bottom of the navigation pane or press CTRL+6, then expand Public Folders, All Public Folders and click * Adverts

From Outlook Web Access

•    Click on Public Folders at the bottom of the navigation pane, then expand Public Folders and click * Adverts

From Outlook 2011 for the Mac

•    From the Tools menu, click on Public Folders, click Adverts and click Subscribe
•    In the navigation pane expand GCU, Subscribed Public Folders and click Adverts

From Entourage 2008 (Exchange Web Services Edition)

•    In the navigation pane expand Public Folders, All Public Folders and click Adverts

What attachments are blocked by the email system?

Outlook prevents the following potentially dangerous attachments from being opened.

.ade, .adp, .app, .asp, .bas, .bat, .cer, .chm, .cmd, .cnt,
.com, .cpl, .crt, .csh, .der, .exe, .fxp, .gadget, .hlp, .hpj,
.hta, .inf, .ins, .isp, .its, .js, .jse, .ksh, .lnk, .mad,
.maf, .mag, .mam, .maq, .mar, .mas, .mat, .mau, .mav, .maw,
.mda, .mdb, .mde, .mdt, .mdw, .mdz, .msc, .msh, .msh1, .msh2,
.mshxml, .msh1xml, .msh2xml, .msi, .msp, .mst, .ops, .osd, .pcd, .pif,
.plg, .prf, .prg, .pst, .reg, .scf, .scr, .sct, .shb, .shs,
.ps1, .ps1xml, .ps2, .ps2xml, .psc1, .psc2, .tmp, .url, .vb, .vbe,
.vbp, .vbs, .vsmacros, .vsw, .ws, .wsc, .wsf, .wsh, .xnk

In addition to this, messages sent to, or received from, external addresses that contain any of these attachments will be quarantined.

It is recommended that you do not send these types of files by email.  In situations where this is unavoidable, files can be renamed with the extension removed to allow delivery.  The recipient will have to rename the file with the extension to open it.

How do I connect to my email using POP3 or IMAP?

The staff email system can be used with POP3 or IMAP with the following settings:

Incoming or Receiving Server Settings

  • Server Name - mail.gcu.ac.uk
  • Username - domain username
  • Password - domain password
  • SSL - ON
  • IMAP Port Number - 993
  • POP3 Port Number - 995

Outgoing or Sending Server Settings

  • Server Name - smtp.gcu.ac.uk
  • Authenticate using same username and password as incoming server
  • TLS - ON
  • SMTP Port Number - 587

You can only send email using the univerity's SMTP server when you are connected to the GCU network.

How do I add someone as a delegate in Outlook?

You can add someone as a delegate in Outlook if you want them to carry out some email related tasks on your behalf.  The most common use for this feature is to allow an administrator or PA to organise a manager’s calendar.

If you just want to give someone permission to view or edit your calendar, share the individual folder rather than adding them as a delegate.

To add a delegate from Outlook 2010:

  • On the File tab click Account Settings and then click Delegate Access
  • Click Add, then click the user you want to give delegate access to, click Add and click OK
  • Select the required delegate permissions and click OK

Add Delegate - Outlook 2010 (includes screenshots)

To add a delegate from Outlook 2011 for the Mac

  • On the Tools menu click Accounts and then click Advanced
  • Click on the Delegate tab, then under Delegates who can act on my behalf click +
  • Type the name or email address of the user you want to give delegate access to and click Find
  • Click the user you want to give delegate access to and then click OK
  • Select the required delegate permissions and click OK twice
  • Close the Accounts window

To minimise the risk of discrepancies occurring in calendar information when delegates are used, the following best practice is recommended.

  • The mailbox owner (e.g. manager) and the delegate (e.g. PA or administrator) should both be using the same email client (including version).
  • Delegate the task of arranging meetings to one person only.
  • Limit the number of staff who have permission to edit your calendar.
  • Configure Outlook to only forward meeting messages to the delegate responsible for arranging your meetings.  An informational copy can be sent to the mailbox owner if required.
  • The delegate should only process meeting requests from their main email client.

The default permissions applied when a delegate is added lets them edit your calendar and tasks folders, and send messages on your behalf, but it’s possible to give a delegate permission to edit or view other folders, such as the inbox.  The delegate can open these folders from Outlook by clicking the File tab and selecting Open then Other User’s Folder.  If the delegate wants to add your mailbox to their Outlook profile and view subfolders, you need to give them “folder visible” permission on your mailbox.

  • On your folder list in Outlook click on your mailbox at the top level (i.e. where your email address is listed).
  • Click the File tab and click Folder Permissions
  • Click Add, select your delegate from the address list and click OK
  • Under Other, click the Folder visible box
  • Click OK

In some cases, a senior member of staff may want someone to have full access to all folders in their mailbox.  This level of permission needs to be applied by the system administrator and should be requested via MyService.

How do I disable the Outlook auto-complete feature?

Outlook stores the names and email addresses of previous message recipients in an auto-complete list and displays suggestions from the list as you type names and email addresses in the To, Cc and Bcc fields.

To prevent suggestions being displayed:

  • Click the File tab, click Options and click Mail
  • Under Send Messages, uncheck Use Auto-Complete List to suggest names when typing in the To, Cc and Bcc lines

What should I do if I receive inappropriate content via email?

This section provides guidance on how you should respond to inappropriate materials appearing on your computer or in your digital work areas (email, network drives and so on).

Inappropriate materials can cover the following:

  • Downloading and retaining unlicensed files, for example, music, video, software and more
  • Downloading, holding or using unlicensed software
  • Holding, using or transmitting pirate key generators to others
  • Downloading, holding or using peer to peer file sharing software
  • Using University equipment to spam other users, internally or externally
  • Downloading, holding or using packet sniffing software
  • Viewing pornography
  • Other activities as defined in the Information Systems Policy 

The definitions below are accepted by the Policing Authority -

Paedophilia: Sexual image involving an individual under the age of eighteen.

It is a criminal offence to be in possession of, retain or transmit, paedophilic images.

Pornography: Any visual or written material containing a sexual reference.

  1. It is not a criminal offence to retain or transmit pornographic images between two consenting adults.
  2. It is an offence to transmit a pornographic image to a non consenting adult.
  3. It is an offence to transmit a pornographic image to a minor, in other words, someone under the age of eighteen.

All of the above are deemed to be inappropriate uses of university equipment.

Reporting inappropriate materials

If you receive materials which you find unsatisfactory, or which you suspect may place you at risk of being seen as using your equipment in an inappropriate manner, please call the IT Helpdesk immediately on x1234 or 0141 273 1234 from an external/mobile line. 

DO NOT forward any message or material to anyone else. DO NOT send it to the IT Helpdesk via email.

The Helpdesk team will advise you of the steps to take. There are several possibilities, including:

  1. secure the computer or room and do not use it further until IT staff arrive
  2. close down the computer and await the arrival of IT staff
  3. carry on working until IT staff arrive

The nature of the advice provided, and action required, is dependent on the nature of materials received.

Consider what you were doing when you discovered the materials and please be prepared to participate in writing the Incident Report which will be required to record what happened.  IT staff will help with this process.

If the materials received may be classified as child pornography, the consequences are rather more significant (provision of new hard drives and so on) - but again, IT staff will support you through this process. 

What are the mailbox quotas?

Each mailbox can use up to 1 GB of space on the server. The system performs a check at 2am each day and sends a message to any mailboxes that exceed one of the following limits at that time.

  • 900 Megabytes - issue warning
  • 920 Megabytes - prohibit send
  • 1024 Megabytes (1 Gigabyte) - prohibit send and receive.

The limits are set to make you aware that your mailbox is becoming too large, before you are unable to receive messages.
If your mailbox size exceeds one of the limits after the check at 2am is performed, you will not receive a warning message, but you may be unable to send or receive emails until you reduce your mailbox size.

How do I keep the size of my mailbox under control?

You need to do some housekeeping periodically to keep the size of your mailbox under control. Response times from the server will also be improved if you keep the number of items in your main folders such as the inbox, sent items and calendar to a minimum. Try to file messages that you need to keep in subfolders within your inbox and periodically delete or archive older items.

A mailbox cleanup tool is included in Outlook 2010. You can use this to check the size of your mailbox and deleted items folder, and identify old or over-sized items.

To access the tool from Outlook 2010: on the File tab, click Cleanup Tools and then click Mailbox Cleanup.

Items in all folders contribute to the total size of your mailbox, including the deleted items, sent items and inbox subfolders.

Messages with large attachments often consume more space in your mailbox than several hundred standard messages.

Messages will remain in your Deleted Items folder until you empty it or permanently delete the messages from it.

It may be necessary to archive older items if you need to keep them. You can find information on doing this below. Note that archived messages are stored on the local disk of your machine. You are responsible for backing up this information for restoration purposes in the event of a hardware failure.

Outlook 2010

What are the best practices for processing meeting requests?

When you arrange meetings and process meeting requests, follow these best practices to avoid problems occurring, such as meetings disappearing from your calendar or calendar items being incorrect.

  • Always process meeting requests by opening the message from your inbox and either accept or decline it.
  • Always use the “Remove from Calendar” command to process meeting cancellations.  Don’t delete the meeting from your calendar.
  • Always send an update to all attendees when a meeting is changed or cancelled.
  • Set end dates on recurring meetings (less than 6 months recommended) and create a new series of meetings if they continue beyond this date.
  • Don’t copy meetings.

If you process meeting requests from additional machines or devices, or assign the task of processing meeting requests to a delegate, the risk of problems occurring increases, and you are advised to follow these recommendations.

Access from Additional Machines or Devices

  • Consider only using additional machines or devices to view your calendar or manage personal appointments, and restrict the processing of meeting requests to your main university computer.
  • If you use more than one machine to process meeting requests, they should have all have the same email client installed (including version).
  • If you use a mobile device to process meeting requests, it should have the latest system updates installed.
  • Never delete a meeting request from second machine or a mobile device if you have already accepted it on another.

Delegate Access

  • The mailbox owner (e.g. manager) and the delegate (e.g. PA or administrator) should both be using the same email client (including version).
  • Delegate the task of arranging meetings to one person only.
  • Limit the number of staff who have permission to edit your calendar.
  • Configure Outlook to only forward meeting messages to the delegate responsible for arranging your meetings.  An informational copy can be sent to the mailbox owner if required.
  • The delegate should only process meeting requests from their main email client.

What is the maximum message size allowed?

Messages cannot be sent or received if they exceed 20 MB.

If you need to send large files, try compressing them by saving them in a .zip file before attaching them to the message.

In Windows you can zip files by right clicking on them in My Computer and then, under Send To, clicking Compressed (zipped) folder.

How do I recover messages I've deleted?

When you delete a message from Outlook it’s moved to your Deleted Items folder and stays there until you permanently delete it by deleting the message again or emptying the Deleted Items folder.  Permanently deleted items are retained for 14 days before they are purged and can be recovered during this time.

To recover permanently deleted messages from Outlook:

  • Click the Folder tab and click Recover Deleted Items
  • Select the items you want to recover and click Recover Selected Items

Recover Deleted Items - Outlook 2010 (includes screenshots)

If messages have been permanently deleted without being moved to the deleted items folder first (e.g. shift deleted or deleted from a different email client), they will be restored to the folder they were deleted from.

Permanently deleted messages can also be recovered from Outlook Web App by right clicking on the Deleted Items folder and selecting Recover deleted items.  This can also be used to recover messages deleted from Outlook on a Mac.

What is done to prevent spam being delivered to my email address?

Email passes through an external filtering system before it's delivered to your mailbox and messages categorised as suspected spam are quarantined.

To allow you to check if any genuine messages have been quarantined, the filtering system sends a report email each day listing messages that have been quarantined in the last 24 hours.

  • The report email contains links which allow you to release genuine messages from quarantine.
  • A report email is only generated if a message has been sent to your address and quarantined in the previous 24 hour period.
  • When a message is released, anything sent to you from that sender will be allowed through in future.
  • Report emails are generated for individual email addresses, so you may get more than one each day if you receive messages sent to separate addresses.

How do I report spam emails to the IT Helpdesk?

Do not forward the spam email to anyone, even the IT Helpdesk. 

If you wish to report the message as spam, submit a full copy of the original email via MyService as follows:

  1. Open your email program (Microsoft Outlook)
  2. Single-click on the spam email to highlight it in your inbox
    1. On a PC: hold down the left mouse button and drag the email to your desktop
    2. On a Mac: hold down the mouse button and drag the email to your desktop
  3. Submit the saved copy of the email via MyService using the Check Spam Email request

If you are using Outlook Web App:

  1. Open the email
  2. Click the More Actions ... icon at the top right of the message window and click View Message Details
  3. Copy the entire message details and submit via My Service using the Check Spam Email request

How do I send an email on behalf of someone else?

If you are a delegate for someone else’s mailbox, you can send emails on their behalf.

Instructions for Outlook 2010

  • On the toolbar click New E-mail, click the Options tab and on the toolbar click From
  • Click the From button and click Other E-mail Address
  • Click the From button, click the name of the person you want to send a message on behalf of and then click OK twice
  • Now compose and send the message as normal

Instructions for Entourage 2008 and Outlook 2011 for the Mac

When you access another mailbox from Entourage 2008 or Outlook 2011, an additional From field is displayed when you compose a new message, which allows you to select the other mailbox instead of your own and send a message on behalf of it.

  • You can only send messages on behalf of someone else if they have added you as a mailbox delegate or permission has been granted by the system administrator.
  • Messages you send on behalf of some else are saved in your sent items folder.

How do I open a shared calendar?

Instructions for Outlook 2010

  • In Calendar click the Home tab, then on the toolbar click Open Calendar and click Open Shared Calendar
  • Click the Name button, then click the name of the person or shared calendar you want to open and click OK twice

The calendar should now be listed under Shared Calendars.

Instructions for Entourage 2008 and Outlook 2011 for the Mac

  • On the File menu click Open Other User’s Folder
  • Change the Type to Calendar, then click the Find User icon
  • Type the name or email address of the user or shared calendar you want to open, then click Find, click the user or shared calendar you want to open and click OK twice

In Outlook 2011 the calendar should now be listed under Shared Calendars.

In Entourage 2008 the calendar should be listed as an additional calendar folder.

How do I connect to a shared mailbox?

There are three ways to connect to a shared mailbox from Outlook - as an additional mailbox, an additional account or from a separate profile.

Additional Mailbox

The recommended way is to add a shared mailbox as an additional mailbox. You can reply to messages that are sent to the mailbox and send emails from the shared address. Emails you send are saved in your own sent items folder though.

  • On the File tab click Account Settings and then click Account Settings
  • On the Email tab click the Microsoft Exchange account type and then click Change
  • Click More Settings and then click the Advanced tab
  • Click Add, then type the name or email address of the mailbox you want to access and click OK
  • Uncheck Use Cached Exchange Mode and click OK
  • Click OK, click Next, click Finish and click Close

Add Additional Mailbox - Outlook 2010 (includes screenshots)

Additional Account

You can also add a shared mailbox as an additional account in Outlook. This appears to be very similar to the additional mailbox option, but with this method you can use the shared mailbox the same way you use your own account and messages sent from it are saved in the shared mailbox sent items folder rather than your own.

Be careful when using the additional account option as some Outlook settings are applied to all accounts (for example empty Deleted Items folder on exit) and this could cause problems for other staff who access the mailbox.

  • On the File tab click Add Account
  • Type the email address of the mailbox you want to add in the E-mail Address field
  • Check Manually configure server settings and click Next
  • Uncheck Use Cached Exchange Mode and click Finish
  • Restart Outlook

Add Additional Account - Outlook 2010 (includes screenshots)

It’s recommended that all staff who work with a shared mailbox use the same method for accessing it and, if you work with a number of shared mailboxes, they should all be added to your Outlook profile the same way or problems will occur (in other words don’t add mixture of additional mailboxes and accounts to same profile).

Separate Profile

You can also create a separate Outlook profile to access a shared mailbox. This may be required if Outlook needs to interact with another application when you send messages (for example mail merge or send bulk email from a third party administration application).

Create Separate Profile - Outlook 2010 (includes screenshots)

Outlook on a Mac

If you use Outlook 2011 for the Mac, you can access a shared mailbox by adding it as an account you are a delegate for and it will work in a similar way to the additional mailbox option in the Windows version of Outlook.

  • On the Tools menu click Accounts and then click Advanced
  • Click on the Delegate tab, then under People I am a delegate for click +
  • Type the name or email address of the mailbox you want to access and click Find
  • Click the mailbox you want to access and then click OK twice
  • Close the Accounts window

Web Access

You can also connect to a shared mailbox from the web client (Outlook Web App). This functions as if you were accessing your own account from OWA but you log on with your own username.

Instructions at http://www.gcu.ac.uk/staff/it/staffemail/webaccess/ under How do I access a shared mailbox from the web client?.

How do I share my calendar?

Instructions for Outlook 2010

  • In Calendar on the toolbar click Share Calendar
  • Click the To button, click the name of the user you want to share your calendar with, then click To and click OK
  • Click Send and click Yes to confirm that you want to grant the permissions

The user will receive an email message telling them they now have permission to view your calendar.

Instructions for Outlook 2011 for the Mac

  • In Calendar on the File menu under Folder click Permissions
  • Click the Permissions tab and click Add User
  • Type the name of the user you want to share your calendar with and click Find, then click the user you want to share your calendar with and click OK
  • Change the Permission Level to the one required and click OK

Instructions for Entourage 2008

  • Click on your Calendar folder and on the Edit menu select Folder Properties
  • Click the Permissions tab and click Add User
  • Type the name of the user you want to share your calendar with and click Find, then click the user you want to share your calendar with and click OK
  • Change the Permission Level to the one required and click OK