This Article contains instructions for adding New or Shared Mailboxes to the Outlook Desktop App
For an Article with instructions for Outlook Webmail, please see Accessing Webmail
Adding a Mailbox
When adding a New or Shared Mailbox to the Outlook App, there are two primary methods. Please note that the first method is recommended for any Group, Shared, or Generic Email Account Mailboxes. A second method is included here for use sharing specific folders in a mail account that you are the owner of, such as your own @tru.ca Mailbox. Sharing your Mailbox Folders requires set up from both the Mailbox Owner and the person the Mailbox is shared with
Access to a Group, Shared, or Generic Email Account/Mailbox requires an Application Systems Access Request to be submitted, processed, and completed to Grant Access
Submit your ASARs on the IT Services Portal at Application and System Access Request (ASAR) for access to Mailboxes
Add a New Account to Outlook (Recommended)
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
- Open the Outlook Desktop App

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

- Look for the Add Account Button under the List of Accounts
Click Add Account

- 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

- 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

- 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

- 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

- Outlook will prompt for the Password
Enter the Password and Click Sign In

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

- 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

- Wait for Outlook to complete the Login and set up the Mailbox

- Click Finish when the process is done

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

- 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

- 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.
Share Mailbox Folders (Step #1) - Mailbox Owner
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
- Right-Click on the Account in the Outlook Mailboxes Pane then Click on Folder Permissions

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

- 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

- 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

- 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

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


- 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.
Share Mailbox Folders (Step #2) - Adding Mailbox Folders
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.
- Open the Outlook Desktop App and Click on the File option from the File Menu at the top-left

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

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

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

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


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

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

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


- 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

- 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
