Information Services Division


Support and Features of live@UCL

Your live @ UCL experience

The live @ UCL service offers more than just personal email. It also offers, for example, the ability to access a personal calendar or access a team mailbox. However functionality such as these and others which are beyond traditional email is not always possible or available with some email clients.

We realise how you access a mail service is a personal choice and we do not wish to control this, however we cannot support every method available.

To make an informed choice of how to access the live @ UCL service please see a breakdown of availability and features for a particular client of the service. There are some functions that are not supported or technically possible using certain client types.

The live @ UCL service improvements generally require Outlook Web Access (OWA) or Microsoft based clients to access.

If you are a member of staff using a managed desktop, the choice of mail client has been made for you whilst you are in that particular environment:

  • If you are Desktop @ UCL User you are likely using Outlook 2013 in Online mode.

We will only support Students and Alumni and using Outlook Web Access (OWA). Whether you are using Desktop @ UCL in a computer workroom, Desktop @ UCL Anywhere or your own computer, using a web browser is the only supported option for students whatever platform you are using. However feel free to use the manuals and knowledge base for self-service support.

Departmental specific information listed is provided by the department, we cannot take responsibility for bespoke departmental support.

Mobile and Bring your Own Device (BYOD)

There are hundreds of device types and Microsoft offer many ways of connecting. None of these are restricted, but we cannot support the 1000's of different devices available. The main Apple and Android devices have been tested with live @ UCL.

The recommended method of connecting to live @ UCL is to use Outlook 2016/2013 for Windows or Outlook 2016 for the Mac. Outlook Web Access (OWA) is also recommended.

Using other clients will work if they can use the protocols (listed below) but may have limited functionality beyond basic email functionality.


The ISD IT Services will only support the clients listed in the support matrix. However live @ UCL can be connected to using an client, application or script that use the following protocols.


Simple Mail Transfer Protocol (SMTP) is used to send outbound mail for clients that connect to Exchange Online through IMAP or POP.


POP3 was designed to support offline mail processing. With POP3, email messages are removed from the server and stored on the local POP3 client unless the client has been set to leave mail on the server. This puts the data management and security responsibility in the hands of the user. POP3 doesn't offer advanced collaboration features such as calendaring, contacts, and tasks.


IMAP4 offers offline and online access but, like POP3, IMAP4 doesn't offer advanced collaboration features such as calendaring, contacts, and tasks.

IMAP is subject to throttling which may not provide a level of response some users expect from a local departmental mail server.


The predominant client that use MAPI is Outlook 2007,2010 and 2013. These clients are written by Microsoft and as the mail service is also provided by Microsoft offer the richest experience to access the live @ UCL service.

Exchange Web Services (EWS)

Applications developed using Exchange Web Services (EWS) or the EWS Managed API let administrators access data stored with Exchange Online from applications that are running on-premises, in Azure, or in other hosted services.

Exchange Web Services message size limit is restricted to 10 MB.

EWS is the protocol Thunderbird with ExQuilla plugin and Lightenging use, later versions of Mac Mail and Outlook 2011.

ActiveSync (Mainly Mobile devices)

Microsoft Exchange ActiveSync protocol, which synchronizes mailbox data between mobile devices and Exchange Online, so users can access their email, calendar, contacts, and tasks on the go.

A wide range of mobile devices work with Exchange ActiveSync, including Microsoft Windows Phone and Windows Mobile devices, Apple iPhone and iPad, and Android phones and tablets.

If you use an IMAP or POP email client such as Thunderbird, locate your setting type (IMAP, SMTP, or POP) from the table below and update the server name.

Server nameoutlook.office365.comsmtp.office365.comoutlook.office365.com
Encryption methodSSLTLSSSL

Overview of features available depending on client types

Features available on various clients types can be found on the email support levels and documentation matrix.