INT: Exchange and IMAP Onboarding – Help Center

Please set aside 30 uninterrupted minutes to read this message and configure your new mailbox with your desktop and mobile devices.

TIMELINE

Create new mailboxes.
Perform initial migration.
Testing and ongoing differential migration of new messages/changes.
Send these onboarding instructions to users.
Stop using the old mailbox 10 minutes before the planned DNS cut-over.
DNS Cut-over. All email flows to the new email server now.
37SOLUTIONS Support emails everyone when the new mailbox is ready (shortly after the DNS cut-over).
Final migration of messages/changes from the old mailbox to the new mailbox.
Migration complete.

WARNINGS

Do not change messages (e.g., moving, deleting, replying, sending, flagging, forwarding) at the NEW location until you receive notice that the transition is complete.
You may use your OLD mailbox until 10 minutes before the planned cut-over. After that, please refrain from making any changes to ANY mailbox, including any changes on any device, especially your mobile devices.
When the transition is complete, you will receive an email in your business and personal mailboxes, and you can use your new mailbox.

NOTES

Your NEW mailbox may be missing recent messages—that's normal. Shortly after the cut-over, we will perform a final sync of all mailboxes to import messages received in the OLD mailbox into your NEW mailbox.

1. SIGN IN TO WEBMAIL FIRST

Verify that you can access webmail in a browser

Before you get started, please ensure you can sign in to webmail. If you encounter issues with Outlook or your mobile devices, you can always access webmail through your browser.

Primary URL: https://owa.msoutlookonline.net
Alternate URL (won't work until after the transition): https://webmail.replace-this-with-your-domain-name.com

Visit https://owa.msoutlookonline.net in any modern browser.
Notice the two (2) tabs in the middle of the page. The default is the "Webmail" tab.
While on the Webmail tab, enter your full email address and password.
Click the Login button.
If you can see your messages, you're done with this step.
IMPORTANT: Remember that you shouldn't change anything here until after the transition is complete and that some of your most recent messages may be missing until the final sync.

CONNECTION SETTINGS

These are your email settings for setting up your desktop (Outlook, Apple Mail, SparkMailApp, Thunderbird) and mobile devices (Apple, Android).

Exchange Users

Type: Microsoft Exchange (not Microsoft 365 or Office 365)
Username: Your full email address
Domain: none (don't enter anything)
Server: [PROVIDED IN YOUR WELCOME EMAIL]

IMAP Users

Type: IMAP (do not use "POP" or "POP3" under ANY circumstances)
Username: Your full email address
Domain: none (don't enter anything)
Server: [PROVIDED IN YOUR WELCOME EMAIL]

2. SET UP OUTLOOK DESKTOP

Use the connection settings above to configure your desktop email client.

This link will ask you questions to find the correct guide (https://support.serverdata.net/app/articles/detail/a_id/10836) or you can go directly to the guide below.

Find My Outlook Version

If you're unsure of your Outlook version, please read this: https://support.serverdata.net/app/articles/detail/a_id/10825

On Windows

On macOS

Apple Mail

Exchange (EWS): https://support.serverdata.net/app/articles/detail/a_id/10057
IMAP: https://support.serverdata.net/app/articles/detail/a_id/10275

Outlook for Mac 2016, 2019

When you create a new account, Outlook will handle nearly everything for you by asking for your email address and password. If you have trouble, please review the guides below.

Exchange (use EWS, not IMAP): https://support.serverdata.net/app/articles/detail/a_id/11888
IMAP: https://support.serverdata.net/app/articles/detail/a_id/15097

Rename Your Old Mailbox To Tell Them Apart

Set The New Mailbox As The Default (Outlook for Mac)

Open Outlook
Click on Tools in the menu bar
Click on Accounts
Select the Microsoft Exchange mailbox
Click the icon in the bottom to set it as the default

3. SET UP MOBILE DEVICES

Use the connection settings above to configure your mobile devices.

iOS (iPhone/iPad)

Android

4. FREQUENTLY ASKED QUESTIONS (FAQ)

Q. Why don't the message counts match between the source and destination mailboxes?

A. The migration tool does not migrate duplicates so you may notice that the destination (new) mailbox is smaller than the source (old) mailbox.

Q. How do I know if I'm an "Exchange" user or an "IMAP" user?

A. Microsoft Exchange users have full email, calendar, contact, task, and note synchronization on all devices while IMAP users only have email sync on all devices.

The easiest way to determine your user type is to sign in to Outlook Web Access (OWA) and compare it to the screenshots below. There may be slight changes to the colors and fonts if you've customized your interface.

This is what the Exchange webmail interface looks like:

This is what the IMAP webmail interface looks like:

Q. My "Sent" and "Sent Items" appear to be combined into one folder now?

A. Correct. The old system likely had duplicates caused by various reasons that we won't discuss here. Folders like "Sent" and "Sent Items" were combined into one and deduped. The "Trash" and "Deleted Items" folders were also combined into the correct special folder.

Q. Should I delete messages from my Junk E-mail, Spam, Trash, and Deleted Items folders?

A. Yes, you should regularly purge messages from these mailboxes to keep your email performing well and to reclaim space. Try right-clicking the folder and selecting the Purge option.

Q. How does the Exchange administrator change a user's password?

A. The Microsoft Exchange administrator can change a user's password by following the instructions here: https://support.serverdata.net/app/articles/detail/a_id/10242#adm

Q. How does an Exchange user change their own password?

A. Microsoft Exchange end-users can change their password from the "My Services" tab found on the login page or from inside Outlook Web Access (OWA): https://support.serverdata.net/app/articles/detail/a_id/10242#user

Q. What if I accidentally changed messages in my NEW mailbox before the final cut-over to the new email host?

A. Any changes made in your new mailbox before the final cut-over (DNS change) will be overwritten and lost forever.

Q. What if I accidentally changed messages in my OLD mailbox after the final cut-over to the new email host?

A. Let us know what you changed and we can discuss the next steps. We can probably re-sync your accounts as long as you didn't make conflicting changes at both mailboxes.

Q. When can I delete the old mailbox from Outlook and my mobile devices?

A. You can delete your old mailbox from Outlook and mobile devices in a couple weeks once you're comfortable that you have everything you need.

5. SUPPORT

If your co-workers are already set up, it’s often quicker to check with them or compare their email settings before reaching out for support.
Reply to this message with a description of the problem, including screenshots and error messages.
Draft a new email (from any email account—business or personal) to support@37solutions.com with a description of the problem, including screenshots and error messages.
Schedule an appointment on our calendar here: https://calendly.com/37solutions-gregoryduffie

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