Outlook & Email – Common Issues and How to Resolve Them

Overview

This article covers common Outlook and Microsoft 365 email issues, including login problems, missing emails, forwarding setup, calendar issues, and display name/title updates.

Outlook Login Issues

If you cannot sign into Outlook or Microsoft 365:

- Ensure you are entering the correct work email address and password

- Check that your MFA (Microsoft Authenticator) is set up and working

- Clear your browser cache or try a different browser

- On desktop Outlook, try closing and reopening the app

- If you receive a message that your account is locked or credentials are incorrect, contact IT

Emails Not Sending or Being Rejected (Undeliverable)

If emails you send are bouncing back or recipients report not receiving your emails:

- Check that the recipient's email address is spelled correctly

- If the issue is with a specific domain (e.g., emails to a vendor or client are always rejected), submit a helpdesk ticket so IT can check if there is a delivery issue or if the domain is blocked

- For "undeliverable" bounce messages, forward the bounce notification to IT in your helpdesk ticket

Missing Emails or Emails Disappearing

If emails are disappearing from your inbox or you cannot find an email you believe you received:

- Check your Junk/Spam folder and Deleted Items

- Use the Outlook search function to search by sender, subject, or keyword

- If the email was deleted, check the Deleted Items folder (items are retained for 14 days)

- Contact IT if you believe emails are being deleted or blocked automatically

Email Forwarding Setup

If you need your email forwarded to another address (e.g., a colleague covering your responsibilities while you are away), contact IT with the forwarding address and the start/end dates. Do not set up third-party forwarding rules yourself, as this may violate company security policy.

Display Name / Job Title Update in Outlook

If your name, job title, or department needs to be updated in Outlook, Teams, or the Haystack directory, submit a helpdesk ticket or contact HR to initiate the change. HR typically coordinates title changes, and IT will update the display name across all systems.

Outlook Calendar Issues

If you are having trouble with Outlook calendar invites, shared calendars, or meeting room bookings:

- For missing calendar invites, check your Junk Mail folder

- For conference room bookings, submit a helpdesk ticket to IT with the room name, date, and time

- For calendar sharing with colleagues, right-click your calendar in Outlook and select "Share Calendar"

Email Distribution Lists

To be added to or removed from a company distribution list (e.g., a department email group), submit a helpdesk ticket specifying the distribution list name and the action required (add or remove).

Creating a New Email Account

Requests for new email accounts (e.g., for a new service or project) must be submitted through the helpdesk with manager approval. Include the desired email address and its intended purpose.

Questions?

Submit a ticket at the IT helpdesk portal or email helpdesk@gridworks-eng.com.