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UTORexchange to UTmail+ Migration Issues Status

Issue Description Status and Action

Permissions for Shared Mailboxes

New UTmail+ Shared Mailboxes are set up without owners or delegates. If you owned a UTORexchange Shared Mailbox and have been migrated to UTmail+, permissions did not migrate with the mailbox and will need to be set up again. Ownership and permissions for others currently need to be set up through the Help Desk.

Partially resolved

Permissions for Resource Owners

Permissions for resources were not migrated if the resource owner’s mailbox was not being staged for migration at the same time as the resource. If you are a resource owner, you may not be able to modify permissions for the resource.

Ongoing. Contact local IT support for assistance. Escalate to help.desk@utoronto.ca if necessary.

X500 Error Migrated calendar events can’t be cancelled or updated. Email headers display strange email addresses. Partially resolved
GAL Segregation Some people are hidden from the GAL. Those who have been migrated only see @utoronto.ca email addresses and not @mail.utoronto.ca addresses Partially resolved
ADFS/Shibboleth issue Some users attempting to authenticate in an Office app (Outlook, Word, Excel, etc.) see an error screen with a picture of University College rather than the Weblogin screen. Partially resolved
Permissions for shared resources Those with pre-existing O365 mailboxes (@mail.utoronto.ca or @alum.utoronto.ca) lost permissions to other users’ folders, calendars and resources. Ongoing
Calendaring Issue If a user on Exchange sends a calendar invitation to a user on Office 365 (or vice-versa), then any changes that are made to the calendar invitation will be not reflected in the other user’s calendar UNLESS they open the mail message associated with the change and click “accept” for the revised time. Ongoing


Incident Report – Office 365 Migration Cancelled February 15, 2018

Faculty of Law Feedback from Dan Hill (October 18, 2017)
Date October 18, 2017
From Dan Hill, Director, Technology Services, Faculty of Law
Subject Lessons Learned > LAW > Office 365 Migration

Hi All,

Thanks for all your help on a successful migration! We had a number of compliments (and a couple of bumps) but overall, it was a very successful migration.

Lots of positive comments about the new O365 functionality (better web interface, larger mailbox, larger attachments, integration with OneDrive etc.).

Here are the ‘lessons learned’ from our Office 365 migration in case they are helpful!

These Windows Instructions could be a bit clearer:

  • Specifically, call out Windows 10 instructions and note that many 64-bit users could not find the “Mail 32-bit icon”.
  • Most users got an additional Windows Security authentication popup(s) after they completed these fields (in the dialog window below) and hit “Next”
    Outlook Auto Account Setup Screenshot
  • The Windows Security popup(s) seemed to look at their default credentials (in our case the law AD domain), which meant users needed to click “More Choices” and add their firstname.lastname@utoronto.ca + utorid password again in order to proceed to the “Finish” page. Most users did not read or understand that they needed to click “More Choices”. This caused a permission error and a number of users abandoned the instructions at this point and called us for help.

Display Name:

The name that displays when user’s send an email changed for some people to strange iterations. I.e. Michelle Rosenstock showed her utorid, Audrey Fried showed her ex-married name. We see there is an FAQ for this: http://help.ic.utoronto.ca/index.php?solution_id=2075. However, in some cases … we needed to log a ticket with IC Help Desk who in turn needed to have Ian Thomas manually fix this for each user.

Calendar Permissions:

  • The Outlook client generated an error – it gave a ‘read only’ error message
  • We needed to set the calendar permissions using the ‘mail.utoronto.ca > Calendar > Shared Calendars’ in order to share calendars/add users
  • We also needed to manually re-add shared calendars for each user who wanted to join a shared calendar (i.e. the email link to the shared calendar didn’t work, we had to manually add the calendar using the each user’s Outlook client). Not a big deal, just an extra step.

Mailbox is full message:

  • A number of users (5+) received a “Mailbox is full” email message after the had migrated to their new larger O365 mailbox – which is obviously incorrect, and there was no issue with their new mailbox

NOTE: Other groups may want to ensure members of shared mailboxes are migrated together since members who are not migrated will receive a constant popup message asking for the password for the shared mailbox – entering the password will not resolve the issue as the mailbox has been migrated. Resolution is to disconnect the shared mailbox to stop the password popup.

NOTE: We did have a few forgotten UTORid passwords, so having a channel at IC Help Desk to expedite those requests was helpful!


UTM Feedback from Hy Luo (October 13, 2017)
Date October 13, 2017
From HY Luo, IITS, UTM
Subject Update on the issues we’ve noticed

Here are some new problems we’ve noticed here at UTM:

  1. When looking for people on mail.utoronto.ca, duplicate entries are displayed for users.
    One pointing to: @o365migrated.ads.utoronto.ca
    Another one pointing to: @utoronto.ca

Response from Information Commons:
We attempted to replicate the problem by looking up the users who were experiencing this issue. We only found one entry in the address book. Some of the users with duplicate entries resolved themselves over time. However, for users who are encountering this, please contact us so we can perform a cleanup on the address book.

  1. Migrated users reciving duplicate emails from allstaff/faculty/erincomm since O365 migration.

Response from Information Commons:
These emails are coming from Listservs, please let us know which users are affected by this and whether they were students/staff.

  1. Delegated calendar access removed itself and needed to be re-added.

Response from Information Commons:
Sometimes delegate permissions will not appear immediately when setting up an Outlook desktop client for the first time. This is because the local copy of the account has not been completed. This can be sped up by adjusting the timeframe for cached exchange mode from 12 months to 3 days in Windows Outlook clients or selecting to download headers only in Mac Outlook clients.

  1. User was able to setup her email with a copied password on outlook. The user was unable to remember her password, so a password change request was done by the user with the old saved password.

Response from Information Commons:
In Outlook, UTORid credentials are used to create a user token. The Token is cached so when the password is changed, there will be a prompt eventually to enter new password. The user can also clear stored credentials in Outlook for Windows by using the Windows Credential Manager.

  1. When a user changed their password for their UTORid. All services accepted the new password, except Outlook. Outlook still retained the old credentials and did not prompt for a password after the password change. User was still able to send/receive emails with the old password attached to that profile. User has been made aware that she may receive a prompt for a password at a later time.

Response from Information Commons:
Please see the response above for (4).

UTM Feedback from Anthony Betts (October 5, 2017)
Date October 5, 2017
From Ian Thomas, Information Security Architect
To Anthony Betts, Manager, Client Services, UTM IITS
Subject RE: IITS migration notes and issues

Hey Anthony,

See comments inline…


Date October 5, 2017
From Anthony Betts, Manager, Client Services, UTM IITS
To Ian Thomas, Information Security Architect
Subject RE: IITS migration notes and issues

Subsequent to the migration for I&ITS, I wanted to report some observations and problems that we’ve noted:

  1. The migration script provided on office365.utoronto.ca has been used with mixed results. Are there plans to further change or improve it or is this the final product?
    1. In Windows 10 on our managed systems, the BAT will not run due to ExecutionPolicy problems. Changing the execution policy doesn’t seem to affect anything.

      Running the PS1 script directly will execute it successfully and looks to have the intended effect of creating the O365 profile and deleting cached credentials.

    2. with Windows 7 on our managed systems, the script is untrusted and will not run, either with the BAT or PS1 file.

Ian’s Response:
The script was designed primarily for self-managed/unmanaged machines where, by default, BAT file execution is permitted.  It’s difficult to predict how a managed environment might be customized or locked down so the hope was that local IT folks would take the file and customize it to suit their own environments.  If you’re using AppLocker to prevent scripts from running, you can either sign the files or place them in a trusted path.

  1. If a profile is created with the script, it launches Outlook and looks to pull our users email and name for creating a profile, as expected. It’s when it prompts of credentials initially we end up with the users “@ads.utm.utoronto.ca” user name. In Windows 10, you then have to select “More Choices” and enter your email address and password. At that point, the profile setup will complete and Outlook 2016 will fully launch. Will this be the case for all UTM users?

Ian’s Response:
That is expected behaviour at this point but there is always room for improvement.  We had considered pre-configuring a cached credential (with the target system, correct email address and a random password) but found different behaviour across different versions of Outlook.  The big challenge, however, was that not all environments had correctly populated the mail attribute for their users.

  1. 1. There seems to be some instances where when using reply/reply all function on old email chains, that Outlook will say the message cannot be delivered because the email address is no longer valid. On example is where the bounced message that was returned, the recipients address showed up as follows:

    [name] <IMCEAEX-_o=ExchangeLabs_ou=Exchange+20Administrative+20Group+20+[uppercase alphanumeric value]+29_cn=Recipients_cn=[large hexadecimal value]-[firstname]-[lastname]@CANPRD01.PROD.OUTLOOK.COM>

Ian’s Response:
We ran into X500 addressing problems when we first migrated I+TS.  The problems have since been corrected, for I+TS staff and new migrations, but individuals may still have the X500 references in their NK2 (Outlook autocomplete) cache and/or messages sent during that initial period.  The easiest way to determine if this is a factor is to see if anyone from I+TS was involved in the creation of any of the messages in the email thread.  If not, we would want to hear about it.

  1. General Outlook searched bring up a limited amount of results, whether using the web or client. The message at the bottom of the results is as follows:

    Screenshot: Search Completed. If you don't find what you're looking for, try again using more specific terms.

    We’ve already had a few I&ITS users report this and are still having difficulty searching for email even with more specific search terms. Are the limited search results expected behaviour?

Ian’s Response:
Is this in Outlook or OWA?  I haven’t noticed anything yet but I believe that Vicki may have.  I will check with our Microsoft PFE to see what he has to say about this.

  1. We have one OSX Apple Mail user whose calendar entries are all duplicated, despite verifying that he only has the one calendar selected. We haven’t spent too much time looking into this yet, but the user did remove his account, restart, re-added the account and the calendar entries duplicated again. This isn’t happening on his mobile device.

Ian’s Response:
That’s a new one.  How many other mail profiles does the individual have defined?  Can you provide details?  Version of OSX, Mail app and the user’s email address/UTORid?

  1. Restoring backed up inbox rules requires additional work once imported. It looks like the location of folders where the rules would normally put them are lost and need to be reestablished in the O365 folder structure. Is there anything that can be done to address this?

Ian’s Response:
I suspect not but I will forward to our Microsoft PFE for comment.

  1. We’ve had a couple of users end up with a message saying that they only have a temporary mailbox and asking them if they want to use it. I think this was a result of them trying to use their existing profile, closing an O365 popup box and providing their email address and password. I don’t have too many details on this, but if we come across it again we will and document it thoroughly.

Ian’s Response:
This is definitely the result of using an old Outlook profile to connect to an Office 365 mailbox.  The GUIDs associated with the old UTORexchange account are stored in the profile (OST files, IIRC) and Outlook generates that error when it compares the GUID from the profile with the GUID being returned by the O365 mailbox.  There is no way to bring the GUIDs into sync so the only way around this is to generate a new profile.

Please let me know if these items are expected where applicable or if you have any questions or comments about what we’ve observed. Thanks!


Anthony Betts
Manager, Client Services, UTM IITS