Support and FAQ

Exchange Graph

What is the Cloud?

"The cloud" in relation to your State email is Exchange Online. Applications and services hosted in the cloud are all accessible via the Internet and the data stored is held in a remote location. What is Exchange Online?

What is Exchange Online?

Exchange Online is Microsoft’s cloud-based email service that provides access to email, calendars, contacts, and tasks from any endpoint (PC, Mac, Android & iPhone). Being cloud-based, Exchange Online provides enhanced reliability and availability, as well as many new and enhanced features.

  Focused Mailbox Intelligently presorts your email so you can focus on what matters
  Dark Mode Light-on-dark color scheme
  Desktop Notifications When Outlook webmail is closed (but your browser is open), notifications appear in the corner of your screen
  In-Browser Document Preview Preview documents attached to email from inside the browser without having to download

What's the easiest way to access Outlook Web Access (OWA)?

Sign in at to access your mailbox, calendar and contacts from the web*. Make sure to update your bookmark to on your agency's moving day.
*If applicable to your agency

What will happen during the migration? How long will it take?

During the migration, you should notice no change in the way your email is behaving. The actual migration (which will be done for your whole agency at the same time) will take place in the background and will take approximately 12 hours to complete, which is why we are scheduling migrations to begin after 5:00 p.m., so you can continue to use email as normal during business hours.

I have an old version of Outlook, am I eligible to receive this Upgrade?

There is a software requirement for this upgrade: Outlook 2013 and later are acceptable.

To find out what version of Outlook you're using, see What version of Outlook do I have?

If your desktop application is running on an earlier version than Outlook 2013, then it is your priority to contact our Service Desk before your migration date to request a software upgrade.

How do I know when my mailbox is migrating?

Some users received this notification from Microsoft Outlook when their mailboxes moved:


Once you select OK. You may restart Outlook.

Using the Outlook App on a Mobile Device

After your mailbox migrates, if your mobile device continuously prompts you for a password, please call the service desk.
Check for System Updates

For optimal performance, you should always download the latest available operating system on your mobile device. Exchange Online requires the following iOS/OS builds:

  • Android 5.0 and up.
  • iOS 12.0 and up.
  • watchOS 4.0 and up.

How to Update your OS/iOS:

  1. Make sure your device is connected to WiFi.
  2. Open Settings.
  3. Select System Updates> Check for updates.
  4. If an update is available, an Update button will appear. Select it.
  5. Install the update. Depending on the OS, you'll see Install Now, Reboot and install, or Install System Software. Select one. Your device will reboot.

How to Install the Outlook App on a Mobile Device

If you use a State mobile device or a previously approved BYOD to access your email, contacts and calendar, you need the Outlook app to access your Exchange Online account.

Remove the email account from the default mail app.
Your contacts will sync through the Outlook App, it is safe to remove the default mail app from the device.

Install the Outlook App
If you use a State mobile device / a previously approved BYOD to access your email, contacts and calendar, you will need the Outlook app to access your account after migration.


  • On your mobile device, go to the "Company Portal" icon.
  • Select "View in Google Play".
  • Install Microsoft Outlook.
  • Type your email address and follow the Wizard.


  • On your mobile device, go to the "Company Portal" icon
  • Install Microsoft Outlook
  • Type your email address and follow the Wizard.

Once the app is installed, you can configure the basic app settings. Find more steps using Office Support: Optimizing the Outlook mobile app for your iOS or Android phone.

Will my Contacts be able to Sync to my Phone?

If Outlook Contacts do not automatically begin to sync to your device. This can be resolved from the Outlook app settings.

  1. On your device, open the Outlook application. Then, navigate to the settings icon in the bottom left corner of the menu.

  2. Device
  3. Select your Office 365 account, typically this appears as

  4. Device
  5. Enable the “Sync Contacts” or “Save Contacts” feature. This should start syncing your contacts.

Why can't I see all the search results for emails?

The first time you open Outlook after migration, your mailbox will start to sync to your local workstation. During this sync process, search results may be incomplete or result in an error message. Searching will work properly once the sync process is complete. The sync can take anywhere from a couple minutes to several hours depending on the size of the mailbox. As a workaround, it is possible to search your mailbox using OWA (Outlook Web App) while the sync is still going on. When opening Outlook for the first time after migration, you may get a message saying that a file is not available. It may take up to 10 minutes for older emails/files to become available as they sync down to your Outlook Client

Will Exchange Online change how filters sort Junk and SPAM emails?

Yes. This filter learns from your personal preferences and others in our organization. It could take some time to learn individual preferences and the system will continuously improve based on how often you are using them.

Do not simply delete spam emails. Use the Junk options to report them instead. These reporting tools help the filter decide which messages show up in your inbox and which ones go to the Junk Email folder. It is a good practice to check your Junk Email folder at least once a day to see if any genuine messages landed there. From here, you will be able to release, whitelist, or permanently block senders.

Why am I getting emails from

If incoming messages appear malicious to the filter they will go to quarantine. You will receive a message from Microsoft’s quarantine if messages that are addressed to you get quarantined by the filter. You will then have the option to release those messages from quarantine. Look for emails from the address:

If incoming messages appear malicious to the filter they will go to quarantine. You will receive a message from Microsoft’s quarantine if messages that are addressed to you get quarantined by the filter. You will then have the option to release those messages from quarantine. Look for emails from the address:

How does Focused Inbox presort my email?

The Focused Inbox setting is optional. If selected this setting places your most important emails in "Focused" view and the rest in the "Other" view. Focused Inbox works across all your email accounts, personal and professional.

To create an inbox that "feels right" to you, the system takes into account emails and contacts with whom you interact, and filters out noisy sources like automatically generated or bulk email. The more you use it, the better it gets. You can easily reclassify emails between Focused and Other. Just open an email, then select "Move to Focused/Non-Focused" from the overflow menu.

Note that your notifications are synced to Focused Inbox, on iOS your badge count is synced to Focused Inbox as well.

To disable it, please navigate to the gear icon in the top right corner of your webmail. In the menu that opens, disable Focused Inbox by clicking the sliding button, it should change from blue to black.

Can someone Receive/Send emails on My Behalf?

  1. Open Outlook and select File -> Account Settings -> Delegate Access.
  2. Account Info
  3. This will open the window shown below. Add any delegates that you need, and set their permission level. By default, they have editor access to Calendar and Tasks. You may also grant them Inbox access.

  4. Account Info
  5. Select OK. Your delegates should soon have access.

Shared Mailboxes

Mailboxes setup with multiple-user access will migrate together with the individual users of that mailbox. Folder permissions will migrate accordingly. Once permissions to a shared mailbox are granted, those teammates can follow the steps provided in the Knowledge Base: How to add a Shared Mailbox to Outlook.

  1. Tip: If you own a shared mailbox, make sure folder access permissions are delegated to individuals and not to groups.

If you have a shared mailbox, it is a good idea to test the mailbox to make sure it is still working as expected.

  1. Tip: Send a “test and reply” email to your shared mailbox after migrating. (View on Outllook Support: Open and Use a Shared Mailbox in Outlook).

If you do not have access to your shared mailboxes after migrating, first restart outlook. If access does not change, please submit an OCIO Incident via the Service Portal explaining the issue and the Office of the CIO will assist. You can also call the Office of the CIO Service Desk at 402-471-4636 to speak with support staff directly.

If I have built custom workflows will my emails still process automatically?

If you have products (software, applications, workflows) that automatically process emails, please verify that the service continues to process them after migration. It is the product owner’s responsibility to identify those systems and verify that it continues to work as expected.

Will my mailbox retention policies migrate to the Cloud?

Retention policies in the cloud apply only to folders and we are researching a way to apply those policies to individual messages.

How do I manage my Outlook distribution groups?

In Exchange, all mail-enabled groups are known as “distribution groups”, whether they have a security context or not. To manage distribution groups in Exchange Online, the following criteria must be met:

  • You must be the primary owner, or be the group owner of the distribution group.
  • The group must allow changes to be made by the owner.

In Exchange Online, distribution groups can be managed by the DSquery tool, which will be available if you have met the above criteria.

  1. Right-click a blank section of your desktop.
  2. Hover on “New” and select “shortcut” from the flyout menu.

  3. Account Info
  4. FOR STN DOMAIN: In the blank field, copy/paste the following location:
    %SYSTEMROOT%\System32\rundll32.exe dsquery,OpenQueryWindow

  5. Account Info
    Select Next.
  6. When prompted to type a name for the shortcut, use a name that you will remember. Then select Next.
    Example: "Manage Distribution Groups"
  7. Account Info
  8. Select Finish.
    This shortcut will now be located on your desktop, so that you can conveniently access your distribution group.

Using your desktop shortcut to search a group, add and remove users, or change a group description.

  1. Once it is created (using the steps in the section above), double-click your new desktop icon to open it.
  2. You will initially see a search window. To find the distribution group you wish to modify, type the email address or name in the Name field, then click Find Now. You will see the search results appear in the bottom of the window.

  3. Account Info
  4. Double-click on the group that you want to modify. The group window will appear, and then you will be able to modify the group description, or add/remove users. (Please allow up to 24 hours for any changes to take effect in the address book.)

  5. Account Info

Why am I receiving an error message?

If you receive an error message while adding/removing people or trying to modify the description, you do not have the correct permissions on your account. Please contact support via Include the name of the distribution list in the request.

Use the OCIO Incident form in Service Portal to request assistance.


Why do I need to upgrade to Windows 10?

Upgrading to Windows 10 provides three important benefits: security, supportability, and efficiency. As stated in previous communications, Windows 7 is no longer supported by Microsoft and will receive no future security or feature updates. Having all State of Nebraska computer on the latest operating system ensures that each device will receives the latest security patches. We are also able provide faster and reliable troubleshooting. Essentially this update will provide better service for all State of Nebraska employees.

Should I upgrade my computer myself?

This upgrade is available through the Windows Software Center to any teammates who are wanting to perform the upgrade at their convenience. There are situations when the upgrade should be performed with the assistance of OCIO Site Support.

If any of the following applies to you, please use the Service Portal to create an OCIO Site Support Service Request to ask for assistance:

  • You use a Windows 7 Pro
  • The workstation is an HP (Hewlett Packard) machine
  • The workstation has an add-on graphics card

How do I get Windows 10 Software?

To upgrade your Windows Software, you will need to locate the Software Center which is installed on all State of Nebraska computers. The option to upgrade can manually be triggered in the software center or remotely pushed by OCIO on a scheduled date. This action downloads the upgrade package to the computer and upgrades the operating system in place.

What should I do to prepare my machine for this upgrade?

The majority of the time the upgrade works flawlessly, but we are commonly updating older computers, which means, there are some simple preparations that need to take place.

  • Save all current work. As a precaution, backup important local disk information to a network shared drive.
  • The computer (laptop or notebook) needs to be plugged directly into the network and connected to a power source. This ensures fast, uninterrupted installation.
  • (Optional) Have a backup Device. In rare cases, the computer may take a long time to upgrade due to a stall or will need assistance by site support. Having another device available for a short time could be required to prevent loss of productivity.
  • (Optional) assistance can be requested prior to the installation by placing an OCIO Site Support Service request.
  • (Optional) Restart and close all programs. Just prior to the upgrade it is best to restart the computer and close any programs running in the background.

How do I install Windows 10?

The upgrade can take anywhere from a couple of hours to a half-day, so it is highly suggested to run the upgrade at the end of the day or after business hours. To start the upgrade manually use the following steps:

  1. Click on Windows “Start” button.
  2. Search and select the “Software Center” application.
  3. Select the “Operating Systems” section on the left side menu.
  4. Select “ENT Window 7 to 10 Upgrade vX (latest release)"
  5. Select "Install" and "Install" again on the popup message.

What will happen during the installation process?

The upgrade checks the system requirements, downloads the installation package, and performs the installation. The computer will reboot multiple times and should not be interrupted. You will know the installation is complete when you see the logon screen.

It is possible the upgrade could fail, if this happens then the computer is normally unaffected by the upgrade and will not be updated to Windows 10. If the upgrade fails and the computer is still on Windows 7, please create an OCIO Incident request with the Summary Title “Windows 7 to10 Upgrade failure. Att. System Center”

What should I expect from Windows 10 after the upgrade?

A successful upgrade to Windows 10, build 1809 will have some minor visual differences, but the majority of the operating system will be the same. Some applications may need to perform an update with Windows 10, and it is possible however rare that some software may need to be reinstalled.

What are the features of Windows 10?

Please review the Windows 10 Knowledge Base and Microsoft Windows 10 Tips.

What resources can I access while working from home?

The following services are available online from any device with internet connection. No Virtual Private Network access is required.

Email Access

Exchange Online:

Outlook 2016

Service Desk Public Site:

(Password) Account management, Request a Service or Report a Problem

State Teammate Directory:

E1 (Time Entry):

Geographic Information Systems



Public Meeting Calendar:

Additional Services: for Devices with Internet

TThe following services are available online to subscribing customers. To request these services, contact the OCIO Service Desk at 402.471.4636 or 800.982.2468.

Can I access my network files and applications from home?

Whether using a State device, or your home computer, the Virtual Private Network (VPN) brings to your fingertips all of your normal working resources. Being on the VPN allows you to log into your workstation from a remote computer, meaning you get access to all of your files, internal worksites, and applications while working outside of the office.

For new VPN users: Effective March 16, 2020, new VPN accounts will require Mulitfactor-factor Authentication (MFA) to sign in. Teammates may request VPN and MFA services via the OCIO Service Desk with agency/manager approval.

    If you are already using a device that is connected to the network, use the Service Portal to:

  1. Request VPN Remote Access
  2. Request MFA Service

Or, call the Service Desk 402.471.4636 or 800.982.2468.

I need assistance to access my account

If you already have VPN/MFA access and need help signing in to your account, please call the Office of the CIO Service Desk for assistance 402.471.4636 or 800.982.2468.

Guidance for Teammates: Practicing Cyber Safety during the COVID-19 health pandemic, teleworking

“[We] are seeing a growing use of COVID-19-related themes by malicious cyber actors,” the United States Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) stated Wednesday. “[They] are taking advantage of human traits such as curiosity and concern around the coronavirus pandemic”.

CISA encouraged individuals and organizations to reduce their risk of impact by malicious cyber criminals while the surge in teleworking has increased the use of potentially vulnerable services. In the coming weeks and months, cybercriminals will continue to use the pandemic for commercial gain through ransomware and other malware campaigns targeting Nebraskans and our contacts both at work and at home.

Your actions can make a difference! The following guidance comes directly from CISA’s website ( Please share this information among your contacts and teammates as appropriate.

How to Identify Phishing

The NCSC’s suspicious email guidance ( ) explains what to do if you've already clicked on a potentially malicious email, attachment, or link.

  • Authority – Is the sender claiming to be from someone official (e.g., your bank or doctor, a lawyer, a government agency)? Criminals often pretend to be important people or organizations to trick you into doing what they want.
  • Urgency – Are you told you have a limited time to respond (e.g., in 24 hours or immediately)? Criminals often threaten you with fines or other negative consequences.
  • Emotion – Does the message make you panic, fearful, hopeful, or curious? Criminals often use threatening language, make false claims of support, or attempt to tease you into wanting to find out more.
  • Scarcity – Is the message offering something in short supply (e.g., concert tickets, money, or a cure for medical conditions)? Fear of missing out on a good deal or opportunity can make you respond quickly.

Safe Practices for Virtual Meeting Platforms

Due to COVID-19, an increasing number of individuals and organizations are turning to communications platforms for online meetings.

Tips for defending against online meeting hijacking:

  • Do not make meetings public. Instead, require a meeting password or use the waiting room feature and control the admittance of guests.
  • Do not share a link to a meeting on an unrestricted publicly available social media post. Provide the link directly to specific people.
  • Manage screensharing options. Change screensharing to “Host Only.”
  • Ensure users are using the updated version of remote access/meeting applications.
  • Ensure telework policies address requirements for physical and information security.
  • Applications will not contact end users via email regarding updates.
  • Email notifications should come from an approved State of Nebraska source. If you are not sure of the validity of an email, contact the Service Desk ( for guidance before taking other action.

This is a fast-moving situation and this alert does not seek to catalogue all COVID-19-related malicious cyber activity but bring awareness to ongoing cybercriminal campaigns. Individuals and organizations should remain alert to increased activity relating to COVID-19 and should use caution, common sense and take proactive steps to protect themselves and others.

Didn’t find what you’re looking for?  The Service Portal is available to all users and is located at, or call us directly at 402.471.4636 or 800.982.2468.  Our phones are answered at all times, 3:00PM or 3:00AM by State of Nebraska employees located right here in Lincoln, Nebraska.