FASmail - Known Issues

Here are known issues and suggested solutions for those using the FASmail system. These are organized by email client and services:



Email Forwarding

Email messages from Yahoo/Comcast/AOL are bouncing back, being placed in the Spam/Junk folders or getting dropped with no bounce-back when redirected from FASmail or the Student & Alumni Email service to an external email provider

Yahoo, Comcast and AOL have recently updated their DMARC policies to proactively protect their users from spam that spoofs their email addresses on other mail servers. All DMARC compliant mail receivers (such as Yahoo, Hotmail, Gmail, etc.) reject emails sent as @yahoo.com, @comcast.net or @aol.com if they aren’t sent through the appropriate mail servers.

Users who receive emails from Yahoo, Comcast and AOL addresses and are redirecting emails on FASmail via a redirect rule or an external contact to one of these DMARC compliant mail receivers may experience one of the following behaviours:

  1. Emails are placed in Spam / Junk folders, sometimes with a warning stating their systems could not verify that this message was sent by the sender’s domain
  2. Emails are dropped completely by the mail receiver (i.e. Gmail) with no bounceback message sent to the sender
  3. Emails are rejected by the mail receiver (i.e. Hotmail) with a bounceback message. For example:

For FASmail users who have a rule set up to redirect their emails, we recommend that they modify that rule to also keep a copy of messages in their FASmail Inbox. This will allow them to review any emails that were not redirected due to this DMARC policy.

For FASmail External Contact users (i.e. ubcdept-c-username@mail.ubc.ca), we recommend that they request for a FASmail user mailbox from their department’s authorized contact.

Important note: For security and privacy reasons, email forwarding from the UBC Faculty & Staff Email (FASmail) service to private email accounts, such as Gmail or Hotmail accounts, is prohibited. However, forwarding FASmail accounts to email accounts at other public sector institutions is acceptable under limited circumstances. Before you proceed with these instructions, please review the Privacy Fact Sheet from the Office of the University Counsel on the Privacy of Email Systems, in particular paragraphs 18 to 21 ("Can I Auto-Forward my UBC Email Account to a Non-UBC Account?")


Outlook 2013

When opening a meeting invitation containing an attachment, you receive an error stating: "Cannot open meeting item ..."

There is a known issue with Outlook 2013 which affects meeting items containing attachments.  The known workarounds include:

  1. Upgrading the Outlook 2013 client to Outlook 2016
  2. Installing December 6, 2016, update for Outlook 2013 (KB3127975).  In addition, future Outlook 2013 updates KB3141466, KB3141495 and KB3115019 must not be installed on the machine.


Outlook Web Access (www.mail.ubc.ca)

In Chrome 37 or newer, Firefox 48 or newer, and Microsoft Edge when composing an email, the To.., Cc.., Bcc.. and Global Address List hyperlinks do not work.  Adding attachments and creating rules that involve selecting users from the Global Address List are also impacted

There is a known compatibility issue with Chrome version 37 and newer, Firefox 48 and newer and Microsoft Edge browsers and Exchange 2010.  These vendors have disabled support for the showModalDialog API which these hyperlinks rely on.  There are no plans to bring back this support as they have decided that this feature is not heavily used and can create security vulnerabilities.  Until Microsoft releases a fix, the only viable workaround is to use the Light version of Outlook Web App.  Before logging in to www.mail.ubc.ca, ensure that the checkbox for "Use the light version of Outlook Web App" is selected. 

In Firefox 8.0, downloaded attachments will have their file extension changed to attachment.ashx

There is a known compatibility issue with the new version of Firefox 8.0 and Exchange 2010. We are currently awaiting for a fix to be released by our vendor, Microsoft, in order to address this problem. In the meantime, please use one of these two workarounds:

  1. Rename the downloaded attachment to its proper file extension. (ie. for a Microsoft Word document, the file should be renamed from document.ashx to document.docx)
  2. Use an alternate browser such as Internet Explorer or Chrome to download attachments



Cannot accept meeting invitations in Outlook clients. Attempting to do so results in error message "Could not complete the operation. One or more parameters are not valid."

Microsoft, our product vendor, has been contacted and they have acknowledged this to be a bug that occurred from applying the most recent updates for Exchange 2010, the product platform that FASmail is on. It appears to affect meeting invitations randomly, and only for meeting invitations that include an update to an existing calendar appointment. Unfortunately, they do not have a fix available at this time. You may use the following workarounds to accept the meeting invitation:

  1. Accept the meeting update from Outlook Web App at www.mail.ubc.ca.
  2. In Outlook, follow the steps in the following document (note that the steps will vary based on the version of Outlook that you have):

Declining meeting invites from an iOS 6.0 device (iPhone, iPad, etc...) causes certain meetings to be cancelled

In certain circumstances when declining an invite to a meeting from an iOS 6.0 device (iPhone, iPad, etc...), the device will send out a cancellation to all attendees instead of a decline notice to the organizer.

This bug is specific to iOS 6.0 only and a fix is now available. iOS 6.0 comes standard on all iPhone 5 devices.
To correct the issue, please update your iOS device to iOS 6.0.1 or higher.

Please Note: We recommend that you backup your device first using iTunes. You can also update your phone while connected to iTunes. You should be prompted with a software update notice when connecting your iOS device to iTunes.

If you already have made a backup or don't need one, you can update your device if you are connected to a wireless (and not the cellular) network. To do so, follow these instructions on your iOS device:

  • Tap Settings
  • Tap General
  • Tap Software Update
  • Confirm that the available update is iOS 6.0.1 or higher.
  • Tap Download and Install
  • Follow the on-screen prompts


Disappearing Meetings on an ActiveSync Device (e.g. iPhone, iPad, Android, etc...)

Unfortunately, iPhones (and other ActiveSync devices) are notorious for occasional synch issues with Exchange. This has been a problem with all versions of Exchange (Mercury 2007 and FASmail.) ActiveSync devices in general should only be used as reference and not as the definitive source for your calendar appointments. Most of the time it will be fine but there are rare occasions where a calendar event will get out of synch.

This sometimes occurs when meetings are altered a number of times (room change, time update, etc…)
We have also noticed that it is best to avoid accepting or declining meetings using an iPhone device.

To correct the problem, you would have to delete your calendar from your phone and re-synch it from the server:

  • Go to Settings > Mail, Contacts, Calendars > FASmail (or whatever you called the FASmail profile) > Set Calendar to "Off"
  • Select "Delete from My iPhone"
  • Go to the Home screen and confirm that the Calendar is gone.
  • Go back to Settings > Mail, Contacts, Calendars > FASmail (or whatever you called the FASmail profile) > Set Calendar to "On"
  • Go back to the Home screen
  • Go to Settings > Mail, Contacts, Calendars
  • Scroll down to the "Calendars" section
    • Set the Sync interval (default is 1 month back) which is probably okay.
    • Set the Default Calendar as the FASmail Calendar.
  • Go to the Home screen and check your calendar. It may take a bit of time to repopulate your calendar. The missing appointments should be back.

For more information on some of the known issues relating to ActiveSync devices, please refer to this website: http://support.microsoft.com/kb/2563324


Migration Related Issues

Unexpected Bounce-back Messages after Migration

Users who have recently migrated to FASmail from Exchange 2007 may receive a bounce back message to them with an error message that looks like the one shown below.

----Bounce Back Error Message------------
-----Original Message-----
From: Microsoft Outlook
Sent: Tuesday, November 20, 2012 11:30 AM
To: User, Regular
Subject: Undeliverable: Update Meet The Dean
Importance: High

Delivery has failed to these recipients or groups:

Smith, Jane <mailto:IMCEAEX-_O%3DUNIVERSITY%2B20OF%2B20BRITISH%2B20COLUMBIA_OU%3DMERCURY_cn%3DRecipients_cn%3Dmeu-jmsith@ead.ubc.ca>

The e-mail address you entered couldn't be found. Check the address and try resending the message. If the problem continues, please contact your helpdesk.

This error occasionally happens to those who recently migrated to FASmail and are using invalid or corrupted addresses in Outlook's autocomplete cache. These addresses are auto-populated into the To: field when you type. Here is how you can resolve the issue:

Method 1 (Delete individual broken addresses from the Autocomplete Cache) - Preferred method

  1. Start typing the name of the person with the broken entry in the To: field of an email message. You should see the address in a drop down list below the To: field. When you move over the address, should should see an "X" on the right side. Click on the "X" to the right of the address to delete it from the cache.
  2. Once the cached address is deleted type it again and press "Check Names" or Select the user from the Global Address List (Address Book) and then send the message again to the affected user. It should work this time.


Method 2 (Clear your entire Autocomplete Cache - This removes all of your cached email addresses)

  1. With Outlook 2010 open, click File (BackStage), and then click Options.
  2. Click the Mail tab.
  3. Under Send Messages, click Empty Auto-Complete List.
  4. Type the address again and click "Check Names" on the toolbar or Select the user from Global Address List (Address Book) and then send the message again to the affected user. It should work this time.


"Allow this website to configure firstname.lastname@ubc.ca server settings?" Pop-up Window (Behaviour Change)

Customers using firstname.lastname@ubc.ca or name@departments.ubc.ca email aliases as their primary SMTP address in FASmail may encounter the following warning:



This alert is related to the FASmail upgrade project that is currently nearing completion.  If you see this alert, it is recommended that you select "Don't ask me about this website again" (Windows) or "Always use my response for this server" (MAC) and click the "Allow" button.  This will grant Outlook the permission to view Free/Busy availability in your calendar.

Note: For users on Mac Mail, Thunderbird or Eudora the pop-up will not appear as those email clients only support POP and IMAP protocols.


SSL Certificate Error for POP/SMTP

Cannot send or receive emails when using POP due to a certificate error

Due to a recent upgrade of the SSL certificate for FASmail, some users may notice issues sending or receiving emails in Eudora using the POP protocol.  This can be resolved by performing the following steps.



  1. Open Eudora
  2. Switch to the Personalities tab

   3.  Right click the <Dominant> personality (or the one that FASmail sends from) and choose Properties
   4.  Under the Incoming Mail tab, click the "Last SSL Info" button

   5.  Click on the Certificate Information Manager button
   6.  Under the Server Certificates section, expand the tree until you reach the bottom level

   7.  Select the certificate and click the Add to Trusted button
   8.  Click Done
   9.  Click OK
   10. Repeat steps 4-10 for the Generic Properties tab