Add a New or Shared Mailbox to Outlook (Windows)

Access to Group, Shared, or Generic Email Mailboxes starts with a completed Application and System Access Request (ASAR). When your ASAR is completed, you can follow these steps to Add the Mailbox to your Outlook Desktop App

1. Open the Outlook Desktop App
   
   


2. Click on the File Menu option from your Outlook Menu Bar at the top of the Outlook App
   
   


3. Look for the Add Account Button under the List of Accounts
   
   Click Add Account
   
   


4. This will open a the Add Account Prompt. Enter the Email Address of the Mailbox
   Do Not fill in anything for the Name or Password fields on this prompt
   
   Click Next
   
   


5. Outlook will begin to search for Mail Server Settings for the Mailbox Account. You should shortly be prompted to enter a password for the Email Address
   
   Continue on to Step #6 before entering any Passwords
   
   


6. Most Group, Shared, or Generic Mailboxes will NOT have their own Password
   
   Click "Sign in with another account" and Proceed to Step #7
   
   If the Mailbox you are adding DOES have its own Password, Continue on with Step #8
   
   


7. When adding a Mailbox without its own Password, you Sign In with your Account Credentials after Clicking "Sign in with another account"
   
   Type in your @tru.ca Email Address and Click Next
   
   


8. Outlook will prompt for the Password
   
   Enter the Password and Click Sign In
   
   


9. You may be Prompted for DUO. Click on the DUO Authentication Method you use and Complete the authentication process to continue
   
   


10. Sometimes, Outlook will return you to the Enter Password Prompt after you Sign In with your own Account Credentials. If this occurs, Click on "Sign in with another account" again. A list of available accounts will be displayed. Click on your @tru.ca Account, as previously added and Click through the prompts
    
    


11. Wait for Outlook to complete the Login and set up the Mailbox
    
    


12. Click Finish when the process is done
    
    


13. Outlook will inform you to Restart Outlook to see the Mailbox
    
    Click OK when prompted then Close and Open Outlook
    
    


14. Depending on the Size of the Mailbox, it may take longer than usual for Outlook to open again after adding a Group, Shared, or Generic Mailbox. Wait as long as it takes for Outlook to finish loading. If this process lasts more than 10 minutes, please Contact the IT Service Desk for assistance
    
    


15. When Outlook is open again, the new Mailbox should appear in your Mailbox Pane and you can use the Mailbox the same as any other Mailbox in Outlook
    
    

When you click on a newly added Mailbox and an error message such as "The set of folders could not be opened [...]", or the Mailbox Folders are empty. Contact the IT Service Desk for assistance. Your Account may not have the correct permissions to access the Mailbox or another issue may be preventing it from opening correctly.

With this method, access to an Additional Mailbox is granted by the Owner of that Mailbox. This access can be provisioned by having the owner right-click the account in Outlook, and selecting Folder Permissions. Any other user can be added, and given the exact level of permissions required. Please note that you will need to do the following to any sub-folders within the account, including the Inbox and Deleted Items. Mailbox Owners must share their Mail Account, Inbox, and Deleted Items with Folder Visible Permissions at a minimum. This will ensure that Subfolders of the Inbox can be used. You do not need to grant Read, Delete, or Write Permissions to your Inbox, but Deleted Items will require Visible and Create Permissions.

Mailbox Owner: Adding Permissions

1. Right-Click on the Account in the Outlook Mailboxes Pane then Click on Folder Permissions
   
   


2. Click on "Add..." to to open the Add Users dialogue
   
   


3. Enter a Name or Email to search for and Press Enter or Click on the → next to the search field. Click on the Name of the chosen account and Click the Add Button or Double-Click the Account to add it to the list. Click OK to continue
   
   


4. You will be returned to the Folder Permissions Settings and will now have to Configure the Permissions Level to assign to this person
   
   
   
   Click the Account you have added in the list. Use the Permission Level Drop-Down to pick a set of pre-defined Permissions Profiles
   
   
   
   You can also Set a Custom Permission Profile using the Read/Write/Delete Items/Other options below the Permissions Level Drop-Down. You may also further customize the pre-defined Permissions Profiles using these options after selecting a Permissions Level
   
   
   
   Click Apply then Click OK when you have completed assigning Permissions
   
   


5. These steps to Set Folder Permissions will need to be repeated for Any and All Subfolders you wish to grant access to, including your Inbox and Deleted Items
   
   Right-Click on any Folder or Subfolder in your Mailbox, then Click "Properties..." to access the Folder Properties
   
   


6. Click on the Permissions Tab to Add, Set, Edit, or Remove Sharing Permissions for Folders and Subfolders in the same way as above
   
   
   


7. Repeat this for any Folders and Subfolders to be shared. Mailbox Owners must Share their Mail Account, Inbox, and Deleted Items with Folder Visible Permissions at a minimum. This will ensure that Subfolders of the Inbox can be used. Mailbox Owners must share their Mail Account, Inbox, and Deleted Items with Folder Visible Permissions at a minimum. This will ensure that Subfolders of the Inbox can be used. You do not need to grant Read, Delete, or Write Permissions to your Inbox, but Deleted Items will require Visible and Create Permissions.

Please Note that "Share Mailbox Folders - Mailbox Owner" from the guide above must be completed first, before you will be able to add and see any Mailbox Folders from another account. Mailbox Owners must share their Mail Account, Inbox, and Deleted Items with Folder Visible Permissions at a minimum. This will ensure that Subfolders of the Inbox can be used. You do not need to grant Read, Delete, or Write Permissions to your Inbox, but Deleted Items will require Visible and Create Permissions.

1. Open the Outlook Desktop App and Click on the File option from the File Menu at the top-left
   
   


2. Click on the Account Settings Button then Click on "Account Settings..."
   
   


3. This will open the Account Settings dialogue
   
   Click on your personal @tru.ca Email Account from the list. Now, Click on "Change..."
   
   


4. On the Change Account dialogue, Click the "More Settings..." button at the bottom-right
   
   


5. A Microsoft Exchange Settings dialogue will open. Click on the Advanced Tab
   
   On the Advanced Tab, Click "Add..."
   
   
   


6. An Add Mailbox Prompt will open. Type in the Email Address of the Mailbox you are adding and Click OK
   
   


7. You will now see the Email Address listed on the Advanced Tab
   
   Click Apply then Click OK
   
   


8. This will return you to the Change Account dialogue. Click on "Next >" then Click Finish
   
   
   


9. Click Close to close the Account Settings and return to Outlook. Close and Open Outlook to have the changes take affect and make the Mailbox available for use in Outlook
   
   


10. With Outlook restarted, you will now see and access the Account in the Mailbox & Folders Pane as shown below. If you encounter errors or don't see the Mailbox Folders shared by the Owner when you open the Account - please first reach out to the Mailbox Owner. Have them confirm that your @tru.ca Email Account has had the correct Permissions set up. Please Contact the IT Service Desk for assistance if you are still unable to see or open folders after Sharing Permissions have been checked by the Mailbox Owner. The Service Desk will need to connect to both your Computer and the Mailbox Owner's Computer to investigate settings in Outlook on both devices