University Computer Help Desk

Problem

When you log in to ULID Account Management on the Help Desk website, you notice that Exchange Access is highlighted in yellow, and you see the following message:

There is a problem with your Exchange account that must be corrected.

When you click fix issue, you see the following message:

Action Required: Your Exchange account is active but incomplete. To resolve this problem, please enable Full Exchange by putting a check mark in the box below. Then click Save Changes.

Solution

To resolve this problem, do the following:

1. Go to http://helpdesk.illinoisstate.edu/.
2. Click Account Management.
   • If you are not already logged in, click log in to manage your account and sign in to CentralLogin.
3. If you see the message described above, click fix issue next to Exchange Access.
4. Put a check mark in the box labeled Set my account to Full Exchange. 
5. Click Save Changes.

Your Exchange account is now complete. 

More Information

The problem described above occurs when a user account in Active Directory (ADILSTU) is Exchange-enabled without a copy-forward from Exchange to the campus IMAP mail system and without a mail forward from the IMAP system to the corresponding account on Exchange.

This scenario is sometimes referred to as a "split account" because the user's IMAP and Exchange accounts are not linked. As a result, email can accumulate on both accounts separately and can cause problems when attempting to send or receive email from members of the University or from non-university email addresses.

After an account is Exchange-enabled by Enterprise Systems Support (ESS) or Student Affairs IT (SAIT), the user should log in to ULID Account Management immediately to resolve this issue by following the steps described in this article. Doing so will complete the Full Exchange setup and will resolve the split account issue described above.