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Common Support Questions and Answers

1. I am a new customer. How do I connect my Microsoft Outlook software to your server?


You will need to create a new Outlook profile that connects to your new Exchange Server email account.  Please click “Setup My Outlook” to connect Outlook to our server!
2. I have a new BlackBerry. How do I connect it to receive my email, contacts, and calendar?


To setup your new BlackBerry please click “Setup My BlackBerry” and follow the steps provided.
3. How can I see my Microsoft Outlook Subfolders on my BlackBerry?


To view your Subfolders on your BlackBerry please visit “How to view and sync subfolders on a BlackBerry” for instructions.
4. My BlackBerry stopped synchronizing. What do I do?


Sometimes it is possible to lose sync with the server. This can happen for many reasons. Most commonly, if you happen to be in area with little to no service for prolonged periods of time (especially airplanes). Please click “Reconnect my BlackBerry” to troubleshoot this issue.
5. I receive a certificate error each time I log into Microsoft Outlook. How can I resolve this?


In the Microsoft Exchange 2007 environment, it is required that you have an “Auto Discover” record in place with your DNS provider to use certain features of Microsoft Outlook. This record can be setup two ways, using a CNAME entry or an SRV record. An example of a CNAME entry would be:   

autodiscover.yourdomain.com POINTING TO: Exch1.Myoutlookonline.com

While the option above will work, utilizing the CNAME record can cause a certificate error to display each time you open your email client. The solution is to remove the CNAME entry and replace it with the SRV record. Please click “Adding an SRV Record” for instructions on adding an SRV record.
6. I am not receiving external emails in my Microsoft Exchange mailbox. How can I resolve this?


All external email has to be directed to your new mailbox. Just creating a mailbox within our system will not direct the mail to your account. If you are not forwarding your email to us from another location you will need to point your MX records to us in order to receive mail. Please click “Change my MX Records” for instructions.

7. How do I share my mail, contacts and calendar with other users in my company?


As long as the other users are on the same Microsoft Exchange Server you can share your data with them! Please click “How to share my mail, contacts and calendar” for instructions.

8. How do I setup my iPhone, iPod Touch or iPad to sync my email, contacts and calendar?


Please visit “Setting up your iPhone, iPod Touch or iPad to use Active Sync” for instructions.

9. I receive an error when my Microsoft Outlook software syncs with the server. “0x8004010F the operation failed. An object could not be found”. How can I resolve this?


This error message indicates that Microsoft Outlook was not able to find and download the offline Address Book. The offline Address Book for your company is automatically created the first evening after your account has been created with us. The most common reason is that you are on a Microsoft Exchange 2007 Server but do not have an Auto Discover record setup with your DNS provider. Please click “Help me resolve this sync error” for details.

10. My Microsoft Outlook software doesn’t seem to connect to your server. What can I do?


There are a few things that could cause Microsoft Outlook to not connect to the server. Please click “Restore my Outlook connectivity” for troubleshooting steps.

Also listed in
folder Microsoft Outlook 2007
folder Mobile Device Setup -> BlackBerry
folder Mobile Device Setup -> iPhone
folder Microsoft Outlook 2010

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