E-mail Cloud Migration - FAQ, Troubleshooting & Common Solutions

What is Cloud Migration?

Many user accounts, their emails, and information are stored within on-premise servers. This migration will move accounts to Office 365 and it's associated Cloud Servers. This will provide a more seamless working experiense with Microsoft Office as well as the growing number of related cloud-base applications and systems.

What Should I do to Prepare?

Cloud migration is an automated process, and no specific preparations will need completed by you, the user. During the migration process your account and email services will remain functional. Once the migration is completed there may be a few steps to complete to resume full functionality, and these processes will be outlined below

Common Issues and Solutions

Cannot Access Webmail

Once your account has been moved to the cloud, you will need to access your email by signing in at https://go.westernu.edu with your full WesternU email address and current password.

Once logged in, click the icon labelled Outlook. This new tab can be saved/bookmarked for easier access in the future. You can also use the full shortcut of go.westernu.edu/mail to directly access your e-mail. 

Cannot Access Shared Calendars or Inboxes

Once your account has been migrated, your Outlook may need refreshed before the program can access your shared calendars and inboxes. This can be completed by creating a new Outlook profile. Instructions on this process can be found in the article Creating an Outlook Profile

Email Apps No Longer Working

Email accounts may require you to remove and re-add the account to your device. These steps will need completed to remove your account from your device:

If using the Outlook app:

  1. Open the Outlook app
  2. Tap the Options menu in to the top-left, then the settings icon in the bottom-left
  3. Tap on your account, then "Delete Account", you may need confirm this by pressing "Delete" again

If using the iPhone Mail app

  1. Open the Settings app
  2. Swipe down and open Password and Accounts
  3. Select your WesternU account
  4. Tap "Delete Account" then "Keep on my iPhone"

If using the Android Mail app

  1. Open the Settings app
  2. Find and open the Accounts menu
  3. Tap on your WesternU account. This may be listed as Corporate or Exchange Activesync
  4. Tap Delete account

Required: Device Enrollment

Addtionally, the Intune Company Portal enrollment is also required for all Staff/Faculty accounts. If the app is already on your device, you will need to verify your device enrollment by following the steps below. If the app is not installed on your device, please see the links below for instructions on downloading and configuring the Company Portal:

  1. Open the Intune Company Portal app (sometimes called Company Portal)
    1. Sign in to the app if prompted. Please use your full WesternU email address and current WesternU password
  2. Once signed in, tap the "Devices" tab on the bottom or top of the screen
  3. Select the top device, you should see a message stating "This is the device you are currently using"
  4. Verify that under "Device Settings Status" the app stated "In Compliance" and has a Last Checked date matching today's date.
    1. If the app prompts to compelete enrollment, or your device does not state "In Compliance" use the link below corresponding to your device to complete device enrollment

Intune Device Enrollment for iOS Devices: https://support.westernu.edu/TDClient/1848/Portal/KB/ArticleDet?ID=74945

Intune Device Enrollment for Android Devices: https://support.westernu.edu/TDClient/1848/Portal/KB/ArticleDet?ID=71086

Adding your Email

Once the above steps have been completed, you will need to re-add your email to your device. The links below will walk you through this process depending on your device and app of choice. 
Please Note: Android users can no longer use the built-in email or Gmail app on their device, and must follow the link below for Outlook setup

All Android Users and iPhone users who wish to use the Outlook App:
WesternU E-mail Setup (Android or Outlook)

iPhone users who wish to use the iPhone Mail App:
WesternU E-mail Setup (iOS)

Cannot "Send As"

Users with a cloud account can experience difficulties "sending as" accounts that are not on the cloud. If you suspect this to be an issue, please contact TechSupprt@westernu.edu and provide the account you are sending as so that the account can also be migrated.

"More Information Required" when Signing In

All accounts require that your account be secured with Multi-Factor Authentication, an additional layer of security for your account. If you are promped for more information, you will need to input your personal cell phone number into the prompt and select "Text me a code". 

After this, the page should load and allow you to access normally. When accessing your WesternU account and related services from off-campus, you will be required to provide a verification code sent to your device. 

More information on Multi-Factor Authentication can be found at the following link: https://support.westernu.edu/TDClient/1848/Portal/KB/ArticleDet?ID=80261 

Additional Questions or Issues?

If you experience any issues or have any questions regarding the migration process, please contact TechSupport for assistance.

Hours: Monday - Friday: 7:30am-5:30pm, Saturday & Sunday: Closed
Phone: (909) 469-5432
Email: techsupport@westernu.edu
Office: HEC Room 1031



Article ID: 96021
Thu 1/16/20 12:42 PM
Wed 2/12/20 2:26 PM