Common queries

Frequently asked questions

Q. I can read my email in Outlook Web Access but having difficulty creating new messages

Q. How I recover a deleted message?

Q. Why is POP3 not recommended?

Q. My Outlook Web App is stuck in light mode?

Q. My To-Do Bar isn't working properly?

Q. How do I backup my email?


Q. I can read my emails in Outlook Web Access, but am having difficulties creating new messages, or replying to existing ones.

A. This can be caused by two things. On a Windows PC, you may have a software fault in Internet Explorer caused by Google Chrome or another browser being uninstalled. This can leave IE unable to open links. Quickest solution is to use another browser.


If you have Pop Up blocking software running, this may affect how Outlook Web App works. Pop up blocking software can include, but is not limited to:

  • Internet Explorer in Microsoft Windows 7/ Vista/ Windows 8
  • Yahoo Toolbar
  • MSN Search Toolbar
  • McAfee Internet Security

This problem is most noticeable when replying to or forwarding a message, as this can be interpreted as a pop up window which is blocked by the software. 

If you are still having problems, following these steps to ensure Outlook Web Access functions correctly:

  1. Open Internet Explorer, and click on Tools, Internet Options
  2. Select Security, and click on Trusted Sites
  3. Click the Sites... button, and in the Add this Web site to the zone box, and add the address of server.
  4. Click Add, and OK twice.

Q. How do I recover deleted items or messages?

In Outlook, click your deleted items folder on the toolbar (a waste paper bin) or from the folder list.

Then choose the Tools menu and "Recover Deleted Items" (this maybe hidden, wait for the option to appear or click the >> arrow).

You should now see what messages are held for you.

In Outlook Web App, Choose Options on the left, and scroll down to the "Recover Deleted Items" button at the bottom of the page.

NB The Deleted Items cache does not count towards your mailbox quota.


Q. Why is POP3 not recommended?

POP3 was one of the first ways created for accessing people's mail and is lacking in some features.

All the other ways of accessing your LJMU email (Outlook, Outlook Web, any IMAP program, OMA) give a consistent number and list of messages, POP3 is not guaranteed to do this and therefore is not recommended or supported.

IMAP should always be used when available.

POP3 has 3 major flaws: -

All mail can be deleted off the server very easily (always tick the equivalent option for "leave email on server") - we will not restore a mailbox due to user errors like this.
All mail is usually held on the user's PC - this cannot be backed up or accessed via Outlook or the web. Plus, different chunks of email may be held on different PCs perhaps at work and home making it very difficult to use reliably.
If not configured properly, a user may not deleting any mail off the server and will eventually go over quota without any way of clearing this problem. In addition, if there is a change in server name this "old" never deleted mail may be re-read into the mailbox and be very difficult to manage.

Due to these problems and other support issues, since 1998 we have never recommended the use of POP3 programs unless absolutely necessary.

If the device supports Activesync then always use that as your first choice, its a much more efficient protocol. If not, then use IMAP.


Q. My Outlook Web App session is stuck in Light mode, how do I change it back?

Light mode is for low spec and basic PC usage, it removes lots of functions in Outlook Web App.

To switch this feature off, Goto Options --> Accessibility.

Untick the box marked  "Use the blind and low vision experience"

Save your settings and logoff.


Q. My To-Do Bar isn't working properly. How do I fix this?

Contact the helpdesk if your todo bar isn't working properly.


Q. How do I backup my email?

If you are a member of staff and have hit your currently set quota, contact the ITS Helpdesk on x5555 or by emailing to get this increased.

There are some reasons you may want to use personal folders, perhaps to store very large numbers attachments or backup important content before leaving the university. 

Using PSTs with Outlook 2010

Using PSTs with Outlook 2007


Page last modified 13 January 2015.

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