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FAQ

Q. Can I use other email programs, not just Outlook Web Access (OWA)?

Yes. However, we strongly advise that you use the live@UCL service with OWA. This is the supported and recommended platform students should be using to check their email and calendar. If you wish to use another email programme, you can find details of configuring these for use with the live@UCL email service at: www.ucl.ac.uk/isd/students/mail/live/guide/config

Q. Will my data be private?

Yes, UCL has control over and administers the live@UCL email service. It is subject to EU Data Protection law. All the data contained in your “mailbox” which is comprised of all your email folders (Inbox, Sent, Contacts, Calendar and Deleted Items) are stored in the EU.

Please note – however, data saved in Windows Live Services such as SkyDrive, Instant Messenger and Office Live is stored in “the cloud”. This means that your data could be stored on servers anywhere in the world and as a result not subject to EU Data Protection law. For this reason we strongly advise for you to not store any critical data in the Windows Live Services and store your data on the UCL managed file store.

Q. Can I access my email and calendar from my mobile device?

Yes, see our mobile pages on how to connect.

Q. How much storage space will each person have?

You get up to 10GB of storage with your live@UCL email account. The 10GB storage covers everything in your “mailbox” which is compromised of all your email folders including: Inbox, Sent, Calendar, Contacts and Deleted Items.

Q. What is the maximum email attachment size?

The maximum total size of an email message, this includes the message header, the message body, and any file attachments is 35MB.

If you need to send a large file, a UCL Drop Box service is available.

Q. How can I manage SPAM and junk email?

OWA and some emails clients (such as Outlook and Entourage) provide support for SPAM filtering where incoming email may be filtered to a Junk Email folder.

We advise you check your Junk Email folder regularly; guidance on how to manage junk email is available at http://www.ucl.ac.uk/isd/students/mail/live/guide/junkmail

Q. I have seen a Change Password option in Windows Live. Should I use it?

You should not use the password change facility in Outlook Web Access. For guidance on managing your password see the Changing your Live@UCL password.

You should continue to change your main UCL password in the normal way using MyAccount, and the password will then be synchronised with the live@UCL service.

Q. What is the difference between the Premium and Light version?

The Light version of Outlook Web Access is available through a number of different older web browsers and operating systems, whereas the Premium version is only available on Internet Explorer 7 (or above), Firefox 3 and some other newer browsers.

In addition, the Premium version has more features than the Light version. See the Preferred browser page for more details.

Q. Does my Outlook Live account ever expire?

No, you can keep your account for as long as need, even after you graduate. However your email alias will change when you become an alumnus from being associated with UCL to at alumni specific email address.  Further details on this will be published in due course.

Q. I've tried to forward my email on the UCL self service web page, but it isn't working.

Email forwarding from your UCL email account to your Live@UCL email account will take precedence over any email forwarding that you may have already set-up on the self service webpage.

If you go back to the self service webpage and chose to forward your email to another email address this will not have any effect.

If you wish to set email forwarding to another external email account from your live@UCL email account, you will need to use the rules option in OWA.

Q. I’ve deleted an email, how can I recover this?

If you delete your emails, they can be recovered from your Deleted Items folder. Deleted items remain in this folder for a maximum of 30 days, or you can empty the Deleted Items folder yourself at any time.

Once you have emptied your Deleted Items folder you then have a further 14 days in which you can recover the items you have emptied from the folder. After this period of time, your deleted items will be permanently removed and no longer recoverable.

Please note: Due to a bug, the deleted items folder is currently not being emptied within its 30-day time limit. This is being investigated. Once fixed, you may notice that items older the '30-day' limit are removed from your Deleted Items folder and are also non recoverable.

Please do not store items in the Deleted Items folder that you may wish at a later date. Items in this folder could be removed and permanently deleted without prior notice.

Q. I already have a Windows Live ID, can I merge this with my UCL Windows Live ID?

Presently there is no way of merging multiple Live IDs. If you wish to consolidate email from multiple email accounts you may find it helpful to use the pop subscription feature, guidance for this is available at: http://www.ucl.ac.uk/isd/students/mail/live/guide/pop.

Q. Why does my email address have “.09” in it?

We are working towards providing you with an “email for life” service and your email address (alias) has been constructed in such a way as to minimize clashes with other students or alumni who have similar names. The “.09” indicates your year of registration with UCL. Further details on the “email for life” and alumni service will be provided shortly.

Q. I wish to change my email address to include my preferred forename, how do I do this?

When you join UCL and activate your new email account you will receive an email from Postmaster notifying you of your email address. If you wish to have an email address with a different name you will need to email Postmaster to request this who will be able to set this up for you (provided there are no clashes with existing email addresses).

If you are a student, the “.09” (or "10" or"11" depending on when you started) will remain in your email address.

Q. What is the difference between my live login ID and my email address?

ucaaxxx@live.ucl.ac.uk is called your Windows Live ID and should be used to log in to your live@ucl account via OWA (outlook.com). It is just an ID. 


f.bloggs.10@ucl.ac.uk on the other hand is your actual email address and this is the address that you should distribute to people you know.

Although the Windows Live ID (ucaaxxx@live.ucl.ac.uk) works, and you will not have lost email if people have sent messages to you via your ID, you should now get in the habit of distributing your actual email address instead.

If you were to experience any issues with your account, it would be easier for UCL support staff to investigate and provide assistance if the messages were coming via your actual email address: f.bloggs.10@ucl.ac.uk.

Q. Can I transfer email messages from my old UCL account (SquirrelMail) to Live@UCL?

       ***RETURNING STUDENTS ONLY***

We are currently investigating auto-migration tools that will transfer data from your old UCL account to Live@UCL. In the meantime, we recommend that you use SquirrelMail as an archive to check your old email messages.

Alternatively if you are using an email client (i.e. Thunderbird) to check mail, you could configure both your old UCL and Live@UCL accounts onto it and then manually transfer email messages and folders - by dragging and dropping what you require from one account to another. More information is available at:

http://www.ucl.ac.uk/isd/students/mail/live/guide/migrate

Q. What does: "HTTP 500 Internal Error" mean?

When you log in to Live@UCL, you may see the following error:

"Liveld authentication code has returned error 0x8004920a, indicating
that there is a problem with your server configuration. Please check
the Application Event Log for detailed information and correct the
problem."

To resolve this problem, you will need to remove your cookies as stated in
the link below:

http://help.outlook.com/en-us/140/dd264646.aspx

Q. I've noticed most of my contacts in the UCL global address book (LDAP) are no longer available. Is there any way the old global address book can be added to Live&UCL?

We will progressively add all addresses as accounts migrate, but right now it is not possible to add non Live@UCL users to the Global Address List. The other alternative is to use the UCL online directory to locate other people's email addresses.

Q. What are the message/recipient and retention policies?

For answers to questions such as ‘what are the recipient and sender limits?’, ‘what are the retention limits?’ and the ‘distribution group limits’, please read the guidance on the Mircrosoft website.


Can't find the answer to your question on this page? Please contact the ISD Service Desk.

We welcome suggestions for building up the FAQ guidance.