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Office 365 for Employees
Common Issues

Email mistakenly delivered to the Junk folder

If email messages are mistakenly delivered to your Junk Email folder instead of your inbox, you have several options to correct this issue:

Client Solution
Outlook 2010/2013 (Windows)

To make it easier to review your Junk folder for wanted messages, add the Junk folder to your favorites list in Outlook:

    1. Locate your Junk Email folder in your folder list on the left folder pane in Outlook
    2. Right-click on the Junk folder
    3. Select Show in Favorites
    4. Click and drag the folder in the Favorites pane to the desired spot in your Favorites list


    To move wanted messages out of your Junk folder:

    1. Click on the Junk Email folder
    2. Right-click on the message you want delivered to your Inbox
    3. Select one of the following based on what you wish to happen in the future:
      • Never Block Sender - Email from this particular address will always go to your Inbox, not your Junk folder
      • Never Block Sender's Domain - Any message from the sender's domain (what is after the @ sign) will always go to the Inbox
      • Not Junk - Only this message will be moved to the Inbox

    Or, you have the option to turn off Junk email filtering completely:

      1. Right-click on any email message in your Inbox
      2. Select Junk, then choose Junk Mail Options
      3. Select No Automatic Filtering
      4. Click OK
      Outlook 2011 (Mac)
      1. Review your Junk folder by clicking on Junk Email
      2. Control-click on the message you want delivered to your Inbox
      3. Select Mark as Not Junk to move this single message to your Inbox
        (Note: This will not prevent future messages from this sender from being delivered to your Junk folder.)
      To ensure messages from a specific sender are always delivered to your Inbox, you can add the sender to your contacts:
        1. Control-click the email from the sender you want to add
        2. Select Sender, and then choose Add to Contacts
        3. Click Save and Close in the Contacts window to finish
        Webmail (Outlook Web Application)

        To safeguard messages from being mistakenly delivered to the Junk folder, you can add the sender or domain (what is after the @ sign) to your "safe senders" list or you can turn of Junk email filtering.

        Add a safe sender:

        1. Open a Web browser and go to
        2. Log in to Office 365 using your email address and password
        3. Click Outlook in the top menu
        4. Click the gear button in the upper right corner next to your name and choose Options
        5. Click block or allow in the left menu
        6. Make sure the button next to Automatically filter junk email is selected
        7. Type the sender's email address or domain in the text field under safe senders and recipients and then click +
        8. Click save to finish

        OR, turn off Junk email filtering completely:

        NOTE: Turning off Junk email filtering can lead to an increase in the number of spam email messages delivered to your Inbox. 

        1. Log in to Office 365 at
        2. Click Outlook in the top menu
        3. Click the gear button in the upper right corner next to your name and choose Options
        4. Click block or allow in the left menu
        5. Choose Don’t move email to my Junk Email folder
        6. Click save to finish 




        Password issues upon first accessing your account

        On the first attempt to access an NDSU email account, users sometimes get caught in a "password loop."

        To solve this problem, call the NDSU IT Help Desk (231-8685, option 1) to have your password reset.

        Changing the default address list to the Global Address List

        By default, Outlook is set to open the Offline Global Address List. This needs to be changed to open to the Global Address List.

        1. In Outlook, open your Address Book
        2. In the Address Book, click Tools
        3. Click Options
        4. In the drop down box at the bottom, select Global Address List
        5. Click OK
        6. Close your Address Book

        Error on clicking a link in Outlook

        You may receive an error when clicking on a link in Microsoft Outlook that resembles this:

        This operation has been cancelled due to restrictions in effect on this computer. Please contact your system administrator.

        This is usually caused by a missing registry key in Windows, and sometimes this happens when there are updates to your computer.  To fix the problem, follow the steps below:

        Internet Explorer 9 and Internet Explorer 10

          1. Start Internet Explorer
          2. Click the gear icon in the upper right corner, and then select Internet Options
          3. Click the Advanced tab, and then click Reset
          4. Click the Programs tab, and then click Set programs
          5. Click Set your default programs
          6. Click to select Microsoft Outlook, and then click Set this program as default
          7. Click OK, and then close the Default Programs dialog box
          8. In the Internet Options dialog box, click the Programs tab, and then click Make default under Default web browser
          9. Click OK

          Unable to see personal Contacts

          A few customers have reported that they can't see their personal contacts while sending an email.

          Solution - While creating an email, click "TO" and then select the "Contacts" group from the drop-down under the "Address Book" category.

          Also see "Change Default Address Book" in the documents section.

          Set up email forwarding

          Setting up email forwarding for your NDSU email account is not recommended. Contact the IT Help Desk at 231-8685 (option 1) or if you have questions.

          1. Go to, and log in with your NDSU email address and the password associated with your NDSU electronic ID
          2. Click on the gear icon in the top right corner of the page, and then choose Options
          3. On left side expand Accounts and click on Forwarding
          4. Choose Start forwarding, and enter the email address you want messages forwarded to
          5. Leave the checkbox checked to ensure you don't lose any messages
          6. Click Save to finish

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          North Dakota State University
          IT Help Desk Phone: +1 (701) 231-8685
          Administrative Calls Only: +1 (701) 231-7961 / Fax: (701) 231-8541
          Campus address: Quentin Burdick Building 206
          Physical/delivery address: 1320 Albrecht Blvd, Fargo, ND 58102
          Mailing address: NDSU Dept. 4510 / PO Box 6050 / Fargo, ND 58108-6050
          Page manager: Information Technology Services

          Last Updated: Wednesday, May 06, 2015 10:37:09 AM