Student’s
Self-help Guide
This is your first step of support. In this guide, you will find the common issues related to
the migration project and guidelines on how to resolve them
Self-help Guide
Dear Howard Student, check the list of common issues below and how to resolve them. Tip: You can download
the materials with hyperlinks in the How to Solve Column. If you need help with anything outside this material's
scope, don't hesitate to contact the helpdesk as directed on the last page of this guide.
Common
Issues
Notifications are sent to the student's
personal email and Outlook email, but if you
have your Bison email listed as both personal
and student, you won’t receive any notification
Missing notifications from
the M365 migration process
Description How to solve?
Update your personal email in
your profile by adding a
secondary email in BisonHub
Previously using the Outlook
app for your Gmail and are
unaware of how to add an
additional Outlook account
Add an additional profile in
the Outlook account - review
the instructional guides on
how to.
Download: Android / iPhone
If you were previously logged in to the
Outlook app using your Gmail account, you
will have to add an additional account in
your profile inside the Outlook app to
access your Outlook emails
ETS Website M365
resource page
Check the How to videos,
FAQ, Job Aids and more!)
Suddenly, your Gmail
inbox is not getting
more emails
You have missed the “migration
complete” notification and don’t know
where to go to access your new
mailbox
Review the Change Guide and
post-migration checklist to make
sure you are up to date. Sign into
Microsoft 365 via Access HU or
the M365 app
Common
Issues
Description How to solve?
ETS Website O365
resource page
Check the How to videos,
FAQ, Job Aids and more!)
Emails from Gmail
mobile or desktop
apps are being sent to
the Gmail deleted
items folder
Your mobile and desktop apps are still
connected to your Gmail account. This
is expected behavior for a migrated
mailbox
Create a new mail profile in the app
explicitly configured for Microsoft
365 via manual account creation.
Review the instructional guides on
how to.
Download: Android / iPhone
Able to receive the correct emails
in Outlook on the Web (OWA), but
not able to get the same emails in
the laptop or mobile/tablet device
Your mobile/tablet and
desktop apps are still
connected to your Gmail
account
Verify that the mail account in your
app or device is configured for
Microsoft 365 and not Gmail
Not able to view and access
shared documents that you
are not the owner
Gdrive documents that were shared and
not owned by the student are not visible
in One Drive. Users need to download an
offline version of the shared documents
until the owner of the documents is also
migrated over to Outlook and One Drive.
Once the owner is migrated, the same
shared link(s) will work.
1. Wait for the owner of the shared
document to be migrated to M365.
The shared documents will appear
in the “shared” menu.
2. Download copies of the required
shared documents before being
migrated to retain access.
3. Have the document owner share
the document via OneDrive.
Common
Issues
Description How to solve?
ETS Website O365
resource page
Check the How to videos,
FAQ, Job Aids and more!)
Inactive student
email accounts
Inactive student email accounts will
automatically be disabled after 120 days per
Email management policy. An email account
will automatically archive and be maintained
in accordance with record retention
guidelines after 366 days of inactivity.
Once disabled, you need to
contact the Helpdesk as
directed on the last page of
this guide to regain access to
their account.
Download: Policy Series 700-101
Abroad students from
specific countries will not
have access to any
Microsoft application
Users logging into Microsoft applications from
Russia, China, the Netherlands, Nigeria, United
Kingdom, and Australia will be restricted.
Submit a ticket to request
access before your travel or
once you are back, please
contact Helpdesk as
directed on the last page of
this guide
Formatting issues from
files conversion
Formatting issues may occur during file
conversion. Double-check the document
or spreadsheet after conversion to
ensure everything appears as intended
Double-check the document or
spreadsheet after conversion to
ensure everything appears as
intended. Adjust as needed.
I N P E R S O N
ETS WALK UP LOCATED ON THE
FIRST FLOOR OF THE ILAB
TECHNOLOGY CENTER.
C A L L F O R
A S S I S T A N C E A T
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Support Model Guidelines
Self-help materials and the Helpdesk will be the two layers of the support for students
Type of
Assistance
Students should utilize the self-help
documents as the first step of support
prior to contacting Professional Services
Navigation, configuration
and basic general guidance
If Students can’t self-resolve their issues, a
helpdesk ticket should be submitted to
report any Outlook and/or One Drive issues.
What to do?
Where to go?
Trouble shooting or
technical assistance
ETS Website O365
resource page
Check the How to
videos, FAQ, Job
Aids and more!)
Helpdesk
Helpdesk Contact Information
E M A I L I S S U E S T O
Self-help Guide
Student’s GO TO
Migration ToolKit
R E S O U R C E L I S T
Download the migration toolkit to ensure a smooth and efficient
transition and user experience.
Guides: Change Guide; Self-help Guide; M365 Instructional Guide
Job aids: Sign-in; Add Profile in Outlook (Android and iPhone)
One-Pager: M365 Apps and benefits; Support model
Post-cards: Key dates; Student’s to do list, and post-migration
checklist
Check the job aids per application to increase your knowledge and
take advantage of the suite of productivity tools:
Deep Dives: Outlook; OneDrive; Stream
Tips and tricks: Word; Excel; PowerPoint; OneNote; SharePoint
Forms; Whiteboard; Teams; To-do; Loop
Job Aids
“How to Videos”
ETS Website - Microsoft 365 Student Resource Page
All the above resources are housed on the ETS
website for your convenience. Scan the QR-code and
access anytime to easily download what you need!
Check the menu tab for Announcements, Change
Network, FAQs, and more!
Check the “How to Videos” if you need further assistance in
common topics as:
How to install Outlook app for MAC1.
How to install Outlook app for Iphone2.
How to navigate to G-Drive folder within One Drive 3.
How to share a document within One Drive 4.
