Abergeldie mailbox migration known issues

Updated 14/2/2018: New guidance for Mobile Device Syncing errors.

This page contains issues, fixes and contact information if accessing email is not working correctly after your mailbox migration.

Mobile email no longer syncs messages (Note: New guidance)

Please be aware that guidance has changed for mobile device syncing errors.

Telstra Mobile Device Managed phones that no longer sync should contact Boxer Communications to resolve their profiles.

Fix 1: Telstra Mobile Device Managed devices

If your device is provided by Abergeldie and uses Telstra Mobile Device Management, a change by Boxer Communications is required for email to continue working. Change requests are sent to Boxer Communications as part of the mailbox move, and are solely handled by Boxer Communications.

Call Boxer Communications on 02 9268 8873 or email them at abergeldie.support@boxercommunications.com.au and request that your device be updated as your mailbox has moved to new Exchange servers.

How to tell if you are on a MDM device?

Open Mail on Apple devices, then see if your can delete or change your user profile options. If you cannot change and save settings or delete a profile, you are more than likely using a device that is managed by Telstra Mobile Device Management.

If the AirWatch app is installed on your device, the device is managed by Telstra Mobile Device Management.

Fix 2: I use my own device, and it no longer syncs.

Mailboxes that have moved to new server will need to have different settings changed in your Mail app settings.

The setting changes are:

Email Address: Your email address remains the same. The format is username@abergeldie.com
Server: Old setting exchange.abergelide.com changes to apmail.abergeldie.com
Username: Old format username@abergeldie.com changes to username@abergeldie.local
Password: You password remains the same. It is the same as your network computer login.

Change the settings for your mail app to match the above. If syncing does not work, delete the mail profile entirely and recreate it again. 

Again, the settings are:

Email Address: username@abergeldie.com (for example bsmith@abergeldie.com)
Server: apmail.abergeldie.com
Username: username@abergeldie.local (for example bsmith@abergeldie.local)
Password: Your password used to sign into the Abergeldie local network or computers. 

Outlook continually prompts for your username and password

Outlook is supposed to adjust its settings depending on where you mailbox resides. However some installations of Outlook continually prompt your username and password.

Fix 1: Ensure sign-in address, not email address, is used

If prompted for credentials to view emails in Outlook continually, change the '@abergeldie.com' part of the username to '@abergeldie.local', then use your password as usual. In some prompts, click 'Other user' first to be able to change the username.

Fix 2: Outlook profile is fixed to the old servers

Some Outlook profiles have been created that do not recognise when mailboxes have changed locations. If the above Outlook prompts continue to occur after the first fix, delete and re-create your Outlook profile on your computer.

When creating a profile, your account type is Exchange. Your email address is <user>@abergeldie.com. Your signin address is <user>@abergeldie.local. Password is your Abergeldie network account password.

Outlook should find your mailbox and server settings automatically, but if prompted to a supply server, enter apmail.abergeldie.com.

My signature is missing, appears twice or contains old information

Fix: Signature settings in Outlook, Outlook Web App, Mobile Device is no longer needed

New signature software has been installed on the new mailbox servers as part of the email upgrade. After migration, your signature and company disclaimer will be added to email messages you send automatically.

You do not need to create or add signatures yourself in Outlook, Outlook Web Mail, Mobile Email Apps or in any app that you connect and send messages with.

If your messages get sent out and have two signatures, remove any custom signature in the program you are using. In Outlook, Outlook Web App, or email app.

If you no not have signatures in messages you send, send an email to Abergeldie IT Helpdesk to confirm your account is in the correct group.

If the signature details are incorrect or are not current, Abergeldie IT Helpdesk can confirm your account details with HR/Pay Office, and correct any information to ensure information is updated.

I have an issue not listed here

Support for the migration of user mailboxes is provided by Real World Technology Solutions.

Support for Telstra Mobile Managed Devices is provided by Boxer Communications

Support for devices connecting to workplace mailboxes using their own devices is provided by regular Abergeldie IT Helpdesk requests.

Contacting Real World Technology solutions for error in mailbox migration tasks, can be made by visiting https://helpdesk.realworld.net.au/hc/en-us/requests/new

Contacting Boxer Communications for Telstra Devices that have syncing issues, can be made by calling 02 9268 8873 or emailing abergeldie.support@boxercommunications.com.au

Contacting Abergeldie IT Helpdesk to inform and relay other issues to appropriate parties.