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UAS Online FAQHow do I access Discussion Board using Firefox?
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The Firefox web browser has the capability of caching information, and as a result, some users have reported receiving an "Access Forbidden" message when attempting to access the Discussion Board on UAS Online course sites.

The resolution of this issue is currently being worked on and there is a known workaround for successfully accessing the Discussion Board. Please follow these steps to do so:

Firefox 3.5.x

  1. In Firefox, first close all tabs,
  2. Then select the 'Tools' menu,
  3. Next select 'Clear Recent History',
  4. Set the time range to 'Everything'
  5. Press the 'Details' button and check ALL checkboxes,
  6. Press the 'Clear Now' button,
  7. After the process completes close the browser,
  8. Relaunch Firefox, login to UAS Online -- you should now be able to access the Discussion Board on your course sites.

Firefox 3.x

  1. In Firefox, first close all tabs,
  2. Then select the 'Tools' menu,
  3. Next select 'Clear Private Data',
  4. When the Clear Private Data window appears check ALL checkboxes,
  5. Press the 'Clear Private Data Now' button,
  6. After the process completes close the browser,
  7. Relaunch Firefox, login to UAS Online -- you should now be able to access the Discussion Board on your course sites.
UAS Online FAQWhy can't I access the discussion board in Internet Explorer 8?
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Internet Explorer 8's security settings block the connection from UAS Online to Discussion Board. Not to fear! This can easily be fixed:

The solution for those using IE8 is to enable mixed content. Here are the steps:

  1. After opening IE8 go to Tools > Internet Options > Security.
  2. Next select 'Custom Level' (for the Internet zone). 
  3. Scroll down to Miscellaneous > Display mixed content.
  4. Check 'Enable', then click 'OK'.
  5. Click 'Yes' to confirm the change.
  6. Click the 'OK' to close Internet Options.

That's it - you should now be able to navigate to UAS Online resources without being prompted by IE8 with security warning messages.

UAS Online FAQHow do I view the results of a quiz, essay, or task?
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When you have submitted an assignment, you will see a note in the assignments section of the homesite indicating that it has been completed.

After your instructor has evaluated your submission, you can click on the [ESSAY], [QUIZ], or [TASK] to see your submission and the instructor's evaluation.

UAS Online FAQWhat do those icons in the HTML Editor toolbar mean?
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When creating posts in UASOnline, you may wish to have fancier formatting such as bulleted or indented lists, different colored text or tables.  The HTML Editor toolbar is a quick and easy way to do that.

UAS Online FAQHow do I check my grade for a course I'm currently taking?
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Many instructors use the gradebook feature on their UAS Online course sites.  If an instructor has this enabled, as a student, you will see your progress report appear in the bottom of the Assignments section of the Course Homesite.

Progress Report 

In the Progress Report, you can see what your instructor is tracking and any grades and comments that have been recorded.  You can also go to the Grade Estimator to determine what grades you will need to get the overall grade that you want.

Progress Report & Grade Estimator 

UAS Online FAQHow do I create a guest account?
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  1. Point your web browser to
  2. Click on 'Guest Sign In>'
  3. Enter your email address in the 'Guest E-mail Account' field
  4. Click 'Create new account'
    • The account will be created and an email will be sent to the address with your initial password, or you can follow the link at the end of the email to be automatically signed in with your new account.
  5. When you first sign in to your Guest Account, you will be prompted to update your profile with your name, and to set a new password. 
  6. From then on, to use UAS Online, simply enter your email address in the 'User name' field, and sign on with your password.
WebMeeting FAQWhy doesn't my webmeeting open?
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This most often occurs when your computer doesn't recognize what program to open your webmeeting file in.  

In the new Collaborate for all courses, you will need to open the webmeeting.collab file with the Blackboard Collaborate Launcher. 

In the old Collaborate located in portfolios, you will need to open the webmeeting.jnlp file with Java (javaws).  

WebMeeting FAQI get a message that says "Blackboard Collaborate has encountered an exception."
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This message usually pops up for first time users. Just click "Don't Send", and it should connect to your session.
WebMeeting FAQI click on the "Webmeeting" link in my course, but nothing happens.
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If you are using Safari or Internet Explorer as your web browser, they may not tell you that your Collaborate session file has been downloaded. Open the "Downloads" menu in your browser, and you should see a file called "webmeet.collab". Double click on that file, and the session should launch. Internet Explorer users may also want to try "Why doesn't the WebMeet link open a session?" listed below.
WebMeeting FAQWhen trying to connect to a webmeeting, I get the message, "Access Denied, session JNLP is not valid."
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This problem usually occurs because an invalid COLLAB file is used to initiate the Collaborate session. Usually this can be solved quickly by exiting from the Collaborate window, and trying to reconnect from your course site.

WebMeeting FAQWhen trying to connect to a webmeeting, I get the message, "this application is from an unidentified developer."
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Mac users will receive this message, and can get around it by going to the Apple icon > System Preferences > Security and Privacy > General tab. Click on the lock icon in the lower left corner and enter in your administrator credentials for that computer. Then, where it says "Allow apps downloaded from..." select "Anywhere."
WebMeeting FAQWhy doesn't the WebMeet link open a session?
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A number of people are being caught by the security in Internet Explorer.

After clicking the WebMeet link, there may be a small yellow bar that appears above the navigation bar for the course.

IE WebMeeting Error

It indicates that the download was blocked and to click here for further instructions. Click the bar and choose Download File... Internet Explorer will then return to the course homesite. Click the Webmeet link again and it should then open the session.

WebMeeting FAQCan I disable the Information Bar prompt when starting Collaborate?
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To stop the information bar from blocking file and software downloads

  • Click to open Internet Explorer. 
  • Click the Tools button, and then click Internet Options.
  • Click the Security tab, and then click Custom level.
  • To turn off the Information bar for file downloads, scroll to the Downloads section of the list, and then, under Automatic prompting for file downloads, click Enable.
  • Click OK, click Yes to confirm that you want to make the change, and then click OK again.
WebMeeting FAQHow come my powerpoint file won't load?
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Some versions of MAC won't load a powerpoint file: workaround = save in a folder as a jpg, then use the load button and Command-A to select all to load jpgs.
WebMeeting FAQWhy is my chat shrinking?
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This is a known issue with Java 8, the latest version.  You will need to uninstall Java 8, and install Java 7.  

Java 7 can be found here:

WebMeeting FAQWhy can't I open Powerpoint in WebMeeting?
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eLivePPTConverter6 Error: this error could be caused by having MS PowerPoint open on your computer when trying to load your content into the whiteboard. This can also be caused by Articulate or Turning Point plugins added into PowerPoint.
NetworkHow do I know if my computer has a wireless card or ethernet device?
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Most newer laptops have both, and nearly all desktops will have Ethernet. Check the specifications of your particular computer model.

NetworkHow can I protect my computer while it is on the network?
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You can update your operating system, install and update anti-virus software (you can even use the same security software as the UAS campus!), and be cautious about programs from emails or the Internet.

NetworkWhat kind of equipment is being used at housing?
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Lodge  2 EnGenius EAP600 access points
Banfield 6 Cisco AeroNet LAP1142N lightweight, centrally-managed Access Points, also has wired ports 
A Building 3 EnGenius EAP600 access points
B Building 3 EnGenius EAP600 access points
C Building 3 EnGenius EAP600 access points
D Building 5 EnGenius EAP600 access points
E Building 4 EnGenius EAP600 access points
F Building 5 EnGenius EAP600 access points
G Building 3 EnGenius EAP600 access points
Virtual Private NetworkingError 403: VPN connection terminated locally by the Client.
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In this situation, you may see an error message similar to "VPN Connection terminated locally by the Client. Reason 403: Unable to contact the security gateway."

This error is most commonly caused by the use of an incorrect or expired password.

Try logging into another UAS tool such as webmail or UAS Online - if your password works in these locations, try the VPN again.

If none of these locations work, use ELMO to reset your password.

Virtual Private NetworkingError 427: Unknown Error Occurred at Peer.
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Though there are some explanations that this error may be linked to the existence of multiple styles of network connections, in our case, it is commonly that a password has expired. Please update your password at ELMO and try connecting again.

Virtual Private NetworkingI successfully connected, but the connection periodically drops.
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There are a number of places you can check to try to track down this issue. First, verify that the computer did not go into standby or hibernate. These can interrupt your network connection when the VPN client expects a constant link to the VPN server.

If wireless is in use, perhaps you have moved to (or are in) a location with low or nonexistent wireless signal, and the VPN might have dropped as a result. Further, it's possible a bad network cable or problem with the router or Internet connection could have caused this drop.

Virtual Private NetworkingHow do I map to my drive on Mac OS X?
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This describes how to map your Z: drive or your campus fileshare on your Apple OS X machine. Mapping your account (also known as UASHome directory) allows you to access any files that you have stored in the UASHome Docs folder.

In the Finder, click on the Go menu, select Connect to Server.

Mac Connect Menu

To connect to your UASHome directory (aka: Z: drive):
  • In the Address field, type in smb://uashome/users$/username, then click Connect
  • Note: replace "username" with your campus username (ex: jscjb9, jncjb, cjbennett)
To connect to your department shared drive:
  • In the Address field, type in smb://jun-campusfs01/shared_drive_name$, then click Connect
  • Note: replace "shared_drive_name" with your departmental share (its, admissions, etc)
PrintingHow do I add a printer to my UAS computer?
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Printers at the UAS Juneau campus are hosted on a print server named jun-print01

To add a printer, go to the Start menu, and in the Search field, type: \\jun-print01 then hit ENTER

New print server


A list of all campus printers will appear; double-click the printer you wish to use.  The printer will then be installed on your computer.

PrintingHow do I set my default printer?
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The default printer is the printer of first resort when printing something; it is set per user on each computer. 

 To set the default, go to the Start menu, choose Printers and Faxes, then right-click on the printer you wish to choose.  In the menu that appears, choose Set as Default Printer.  A little check mark will appear next to the printer set as default.

Default Printer 

PrintingHow is the time we see on our computers generated? Where does it come from?
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Our computers us Coordinated Universal Time (UTC).  This is similar, but not exactly the same as Greenwich Mean Time (GMT) however the variation is no more than .9 seconds.  (Apparently leap seconds are used frequently to adjust the time)

The calculation used in our computers is:


An example:

16:49:32 + (-09:00) + 1 = 08:49:32  (Local Time)

FilesharesHow do I connect to departmental storage not on my computer?
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You can connect to a department fileshare on any campus computer by Mapping a Network Drive (show me)

  1. Right-click on Computer in the Start Menu, and choose Map Network Drive
    Map Network Drive
  2. The drive letter will auto-select the next available letter.
  3. Fill in the Folder: field, by typing the server name (ex. \\berling) and the share name (ex. \scratch disk$) combined, you'll see: \\berling\scratch disk$.

    Map network drive 2
  4. Check the box to Reconnect at logon, and Finish

Once the share has been mapped from your account on a particular computer, you will be able to get back to the fileshare through the Computer option.
FilesharesCan we restrict access to individual folders on a campus share?
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Simply contact the helpdesk with a request to specify permissions to the particular folder in question. We'll need to know which fileshare & folder (ex: \\berling\its$\Helpdesk\Professional Staff\) and what access (read/write/both) should be granted to that directory. 

AudioSTUDENT: How do I find my conference information?
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Your instructor has likely posted information regarding your course conference numbers in their UAS Online course website, or perhaps in the course syllabus. Also, for many classes, information is distributed via the postal service prior to class. Be sure to check through all your class materials. If you are unable to locate the proper dial-in numbers, contact the academic department or the Helpdesk.

AudioThere is noise, music, or echo in my conference. What can I do?
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Noise in the conference can come from a variety of sources. Cell phones and speaker phones are a common culprit. Another common source of the problem could be a bad line connection from one of the callers. As the host you might want to ask your participants to pick up the receiver if they are on a speaker phone, dial-in on a land line if they are on a cell phone or have the participant hang up and dial back in again.

AudioWhen I dial, I get a busy signal. What do I do?
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In most cases, these have been issues with local telephone providers. Please report issues to: 800-290-5900 or Provide the date & time, the phone number dialed to (i.e. conference number), the phone number dialed from, and any error codes that are received (ex. LM4). The customer care representative should be able to help you join your conference.

AudioFACULTY: What are breakout sessions and how do I use them?
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Encounter Collaborative's breakout session technology allows you to combine multiple calls together onto one call. This is most commonly done when coordinators have a speaker or presentation that they want several groups to hear and then have the ability to disconnect each of the groups so that they can have their own discussion, free from other groups. In the case of UA, you could connect two different classes so that all callers can speak and be heard. This capability requires that you use the Audio Control Panel for a second number to bring together or disconnect classes.

Also there may be a need to break an individual class into subgroups. If this is the case, we would need to create new numbers for each of the subgroups and have you manage the breakout session as described above. This type of setup would require your students to dial their subgroup number and PINs so that you can separate the groups at the appropriate time during your class.

Encounter Collaborative can set up the system so that you have the capability to do this. After the initial setup and training, you would be able to conduct your own breakout sessions using your numbers and the Audio Control Panel.

EmailHow do I receive email at a different email address?
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Simply update your Email Destination in ELMO:

  1. Sign into ELMO
  2. Click change beside Email Destination
    1. If you not yet set this, it will pop up automatically
  3. Set your preferred mail address
  4. Click Save Settings

From this point forward, all mail you receive at any University address will redirect to your preferred address.  You will no longer receive mail at your Outlook mailbox if this forwarding is set elsewhere.  We recommend then testing the forward function by sending your UAS account a test message. (Keep in mind that a typo in this process could result in either bounced, or misdirected/lost email messages.)  

EmailHow do I unforward my email account?
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In ELMO, simply change your Email Destination to UA Exchange.  This will change the redirect to, instead of a personal or UA Google account. 

EmailHow can I add shared mailboxes to Outlook (via Exchange)?
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Add Shared Account PreferencesTo add a shared account to Outlook (via Microsoft Exchange), simply follow the below steps. Please note that if you are configured through an IMAP or POP connection (not recommended), you will need to access the shared accounts through the webmail interface. 

These steps are using Outlook 2007.

  • Open Outlook
  • Choose Tools > Account Settings... 
  • Highlight the Microsoft Exchange listing, click Change
  • Click the More Settings button
  • Click on the Advanced Tab, click Add...
  • Enter your shared mailbox name ("Helpdesk", "Alumni", etc) and click OK
  • Click OK, then Cancel, then Close to close out of the Account Settings dialog
  • Your shared account will now be listed beneath your Mail Folders section

These steps are using Outlook 2010.

  • Open Outlook
  • Choose File > Info > Account Settings... 
  • Highlight the Microsoft Exchange listing, click Change
  • Click the More Settings button
  • Click on the Advanced Tab, click Add...
  • Enter your shared mailbox name ("Helpdesk", "Alumni", etc) and click OK
  • Click OK, then Cancel, then Close to close out of the Account Settings dialog
  • Your shared account will now be listed beneath your Mail Folders section

For an added bonus, you may want to drag your favorite folders from your shared account into the Favorite Folders section for easy access!

EmailHow do I change my UAS email password?
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Email passwords are the same as any other UAS password. To change your UAS password, go to Login Help (ELMO) and reset the password for all your UAS computer accounts.

EmailWhy can't I send email from my email program?
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Our outgoing mail-server requires authentication to allow you to be able to communicate with it. It may also be related to the outgoing mail server settings that are set up within the preferences. Verify that the outgoing mail server preferences are set up to supply a username and password.

From within Outlook Express

  1. Go to the Tools menu and choose accounts.
  2. On the mail tab select the UAS account and click properties.
  3. On the Servers tab under Outgoing Mail Server, check the box for server requires authentication.

From within Microsoft Outlook

  1. Go to Tools > Email Accounts...
  2. Choose "View or change existing e-mail accounts..." then click Next
  3. Highlight the server, then click change
  4. Click the More Settings button
  5. Choose the Outgoing Server tab
  6. Check the box for "My outgoing server (SMTP) requires authentication"
  7. Click OK, Next, and Finish to close the dialog box.

From Mozilla Thunderbird
Thunderbird, as the default, is configured to have outgoing mail authenticated with the same details as the incoming account. If that doesn't seem to be the case, you can follow these steps to assure that it's configured. 

  1. Go to Menu > Options > Account Settings...
  2. Click on Outgoing Server (SMTP)
    There, on the right hand side, you will see the outgoing mail server that was configured when you first set up Thunderbird. It likely will read "username - (default)".
  3. Highlight the Outgoing Server listed and click the Edit button.
  4. The Server name should be, and the port 587.  
  5. Check the Use name and password checkbox.
EmailHow do I use LDAP to look up UAS & UA addresses automatically?
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To have your email automatically know the recipients address with only typing their name, you’ll need to be connected to the LDAP server. Here are the steps to connect to the UAS and UA Statewide LDAP services using Thunderbird.

  1. From within Thunderbird, go to Tools > Options…
  2. Click on the Composition button, choose the Addressing tab.

    Thunderbird Directory Setup

  3. Check Directory Server.
  4. Click Edit Directories…
  5. Click Add
  6. For the Name, enter “UA Directory”
  7. For the Hostname, enter “”
  8. Enter a base DN of: ou=people,dc=alaska,dc=edu
  9. Click OK
  10. Click OK
  11. Click OK
  12. Enjoy!
EmailHow do I backup and restore local folders in Thunderbird for Windows on a personal computer?
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Backing-up Files
  1. Open My Computer.
  2. Go to: C drive > Documents and Settings > your username for your computer
  3. Open Application Data.
    1. If you do not see it go to Tools > Folder Options
    2. Select the View tab
    3. Make sure Show hidden files and folders is selected
    4. Click OK. You should now be able to see Application Data folder.
  4. From inside the Application Data folder, go to: Thunderbird > Profiles > RANDOM CHARACTERS > Mail
    NOTE: RANDOM CHARACTERS varies from install to install of Thunderbird. It is typically the only folder in the Profiles directory unless you have more than one profile.
  5. You should back up all contents of this folder.

Restoring Files
  1. After reformatting, or on another computer, install Thunderbird.
  2. While Thunderbird is NOT running, restore the folder tree to the directory:
    C:\Documents and Settings\ USERNAME\Application Data\Thunderbird\Profiles\ RANDOM CHARACTERS\Mail (where USERNAME is your Windows Login Name and RANDOM CHARACTERS is arbitrary - it is typically the only folder in the Profiles directory)
    (If you need instructions on how to get to the folder listed above, follow steps 1-4 in the Backing-up Files section.)
    NOTE: You may need to create directories manually to do this correctly.
  3. Run Thunderbird, and you should see the folders in your Local Mail account.
EmailI've received an email, "Mail System Error - Returned Mail," what does this mean?
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These "bounced back" email errors occur when messages can not be delivered to an email account.  This message will usually explain why the message was undeliverable and who the recipients were.  If this is not clear, please forward the message as an attachment to the Helpdesk (  We will be happy to help resolve the problem.

To forward a single message as an attachment, go to Message > Forward as... > Attachment. 

To forward future messages as an attachment without the extra steps in the menu, change your preferences for your account. In Thunderbird go to Tools > Options > Composition > General tab and switch the Forward Messages: field to As attachment (rather than inline), then click OK.  Return to the message and click the Forward button.

EmailHow do I add an auto-reply or vacation message to my email?
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Vacation messages can be added and removed from the webmail interface. Simply follow these steps: 

  1. Log into webmail (
  2. Click on Options across the top
  3. Click on Vacation Message along the side
  4. Edit your vacation message
  5. Click the checkbox to Enable automatic vacation reply
  6. Click Save Changes

To remove Auto-reply or Vacation message, simply uncheck the Enable automatic vacation reply box.

EmailWhat email addresses can I receive messages at?
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Students will want to use the syntax of as the address that is given to friends & family. 

Staff and faculty have vanity addresses of available for their use. Initially, these addresses are configured as their names are stored in the university information system (Banner), but can be altered to fit preferred names (Tom vs Thomas, etc).

EmailHow do I add a signature to my email?
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Step One: 

Compose a signature in a text editing program. The file will need to be saved as a .txt (Save As > Text Only from most editing programs). An example of the Helpdesk signature is as follows:

UAS IT Services Helpdesk
In Juneau 796-6400
In Alaska (877) 465-6400 (toll free)

Helpdesk Schedule
Mon - Thu 7:30 am - 8:00 pm
Friday 7:30 am - 5:00 pm
Sat & Sun 1:00 pm - 5:00 pm

Step Two:

Add the signature in your email program.

In Outlook:

  1. From a new email, select the Insert tab
  2. Click the Signature button, and select Signatures from the menu
  3. Click New to make a new entry
  4. Enter a name and click OK
  5. Select Test from the top box, and enter the text of your signature in the bottom box
  6. Click OK

In Thunderbird:

  1. From the Options menu, choose Account Settings...
  2. Check the "Attach this signature" checkbox.
  3. Click the Choose button and locate your text file from Step One.
  4. Click OK once you have selected your text file
  5. Click OK to close and save your settings


EmailHow do I read messages from a shared email folder?
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Shared folders in email are set up to allow multiple people to be able to check email on the same folder.  To view the messages, you will need to subscribe to the folder first.

EmailHow do I subscribe to a shared email account?
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To access your shared email account, please use the following link to use webmail for the shared account:

where "SHARED-ACCOUNT" is your shared account email address.



If you are working in Outlook, please use these settings: 

If you have a departmental shared account you can add it to Outlook through these steps: 
  1. Go to Tools > Account Settings... 
  2. Under the Email tab, choose the your "Exchange" account, click Change... 
  3. Click More Settings... 
  4. Click the Advanced tab
  5. Click on the Add button, enter your shared email account ("helpdesk", "admissions", "career services", etc.) and then click OK.
  6. Click next and finish to close the wizard to return to Account Settings panel.
EmailWhen replying to a message, how do I get my cursor to start above the quoted message?
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Within Thunderbird, follow these steps: 

  • Go to Tools > Account Settings...
  • Choose Composition and Addressing from the left-hand pane.
  • Check the box "Automatically quote the original message when replying" and from the pop-up menu, choose "start my reply above the quote".
Anti-SpamHow do I view my Quarantine Summary Report?
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Users will no longer receive a Quarantined Summary Report. As of June 1st, UAS will be using Exchange Online Protection (EOP) to manage spam messages instead of IronPort. Suspected spam will now be quarantined in the Junk folder on your mail account.  Like IronPort, known spam messages will be automatically blocked.

Anti-SpamWhat if I don't use Outlook?
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EOP Junk Mail settings are configured through Outlook or the Outlook Webmail App. Non-Outlook users may configure their junk mail settings (like whitelisting/blacklisting emails) by either using Outlook Webmail or switching to Outlook.
Anti-SpamHow do I release mail marked as spam?
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To release a legitimate message marked as spam, drag the message from the Junk folder to your Inbox. You can add the sender’s email address to your list of “Safe senders."
Anti-SpamHow long is junk mail maintained for?
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Mail in your Junk folder will be automatically deleted after 6 weeks.

WebmailHow can I save sent emails from webmail?
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When sending from Webmail, sent messages are automatically saved to the folder Sent Items.

WebmailHow can I tell how much space I have left in my email?
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To check your quota and used space, sign into webmail via Internet Explorer; this will give you a "premium" view which shows your folders in the left-hand pane. Simply hold your mouse over your name (or the shared account name) to see information about your quota usage.

WebmailHow do I configure a signature for my messages?
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After signing into webmail, follow these steps:

  • Click Options (upper right-hand corner)
  • Click Messaging (left hand column)
  • Find the Email Signature section
    • Check "Automatically include my signature on outgoing messages"
    • Check "Replace my current signature with the following:"
    • Enter your preferred signature.
  • Click Save (at the top of the settings page)
WebmailHow can I connect to a shared (departmental) email account?
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To connect to a shared email account:

  1. Visit the UAS webmail page
  1. There, update the URL (in the address bar) to:
  1. Simply update "" to reflect the address of the shared account you wish to access, for instance:
  1. Next, use your personal login (UA username and password) to authenticate.

Can't find the answer?

Search the Helpdesk site.

Contact the Helpdesk


(Toll Free)

(General Information)


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