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Frequently Asked Questions

We have compiled lists of questions and answers to commonly asked questions about Oxford Nexus. These are split into three groupings to aid your search. If you cannot find your answer here, please contact the IT Service Desk for further advice.

For further information on your account, registration etc, please use one of the buttons below: 



1. Using Nexus

Where do I log into Nexus web mail?
You can access your email via any internet browser at Please note that more additional features will be available if you use Internet Explorer than if you use other browsers.
I have forgotten my password/username, or my account has expired.

Regardless of whether your password has expired or you have forgotten it, our online facilities for managing your Oxford/SSO account will allow you to change or reset the password to get it working again.

  • If you do not remember your current or expired password, then the password reset facility will allow you to set a new one.
  • If your password is due to expire or has expired and you still know what it is, you can use the change password facility to select a new one.
  • If you have forgotten your username and you are using Outlook on a PC you can look yourself up in the Address Book on Outlook. You need to right-click on your own entry and then choose "properties". Your username is shown as your alias in the information box that appears.
  • If you can't find your username as above or are having other difficulties with the above facilities, contact your local IT Staff or the IT Service Desk.
  • You will find further details and helpful advice about passwords and accounts on the "Changing or recovering a password" web page.
What do the private or shared/public computer options mean?
When connecting to Nexus via a web browser two options are offered when logging in. It is important to choose the appropriate option depending on the location you are logging in from.
This is a public or shared computer
Use when: In an internet cafe, shared computer room and another insecure location.

Details: This login expires after approximately 10 minutes of inactivity, or when you close all windows of the browser.

This is a private computer
Use when: On your own computer, or your office computer.

Details: This login expires after approximately 8 hours. Closing the browser will not log you out. You must logout using the "Log off" link.

Which username and password do I need to use with Oxford Nexus?
You should use your Oxford Account name and password as with any service that you access via Webauth.
How do I set up my email program to connect to Oxford Nexus?
A separate page gives set up guides for different email programs.
Do I have to switch the program I use for email?
No, Oxford Nexus will still allow IMAP connections from email clients, which means that most users can continue to access their email just like they did with Herald email (see the page about Nexus email for details).
What do I need to change in the email program installed on my computer?
If you use an email client for Herald email it should still work normally. You may need to refresh or resubscribe to your folder list but connection settings will not need to be changed.
How do I change...?
my forwarding?
To get your Oxford email delivered to another account, go to Nexus Account Settings page and use the Set email forwarding address option.
my sender address?
If you have more than one Oxford address, you can choose which one to use as your default on the Nexus Account Settings page. You can also use an email client (via IMAP) to send as other email addresses, if this is something you need to do.
my SPAM filtering settings?
Set the level of spam filtering on the Nexus Account Settings page. You also need to have spam filtering turned on in Outlook Web Access. Log in to Nexus and click on [Options], followed by [Junk E-mail]. Make sure that Automatically filter junk e-mail is selected (more information on the mail filtering page).
my password?
Change your password on the page. More information on the Email at Oxford today page
Why do I have to sign in to Nexus even though I have already used my Single Sign-On to sign in to another service?
The Nexus password store is separate from that for the Webauth services (such as WebLearn). The username and passwords are the same and if you change them, they will change for all services that use the Oxford Account details.
Will the new web interface work with non-Microsoft browsers, such as Firefox, Safari or Chrome?
Yes, you will be able to access your email and some calendaring functions using these, and other, browsers. See the OWA Light guide for details. You will get access to more of the additional features if you use Internet Explorer (such as shared calendars and address lists).
How do I forward all my emails from Oxford Nexus?
If you are an ex-Herald user and were forwarding all of your emails from Herald, this should continue to work with the same settings as before. If you are new to email forwarding, or if you wish to change these settings, you do this at Nexus Account Settings page.
I have set ‘forwarding’ on my Nexus email account but it does not forward Out of Office (also known as OOF) messages on to my destination email account. Why is this?
This is a feature of Microsoft Exchange. OOF notifications are considered to be special kinds of messages called ‘delivery reports’. The Oxford Nexus implementation of Microsoft Exchange cannot forward delivery reports.

Further details: Nexus uses a specialised forwarding feature in order to allow multiple forwarding email accounts. This is achieved by creating a 'Distribution Group (DG)'. Delivery Reports are not forwarded to DGs by design. For more information, see

How do I send a message to several people?
If you want more than one address in the 'To:' (or Cc/Bcc) field, add a semi-colon (;) between each address. Nexus also allows you to create distribution lists, which is a convenient way to send messages to a number of people at the same time, such as a small research group.
I would like to get the server to reply with an automated message when someone emails my mailbox. Can I do this?
There are two main ways of doing this. The first is via an Out of Office (or vacation) message. See the help pages for assistance on setting this in Outlook Web Access. You may even be able to set this from your mobile phone or BlackBerry. The second is to use an autoreply message. There are some dangers to creating rules with autoreplies in them. Please read our help page on Mailbox autoreplies for more information.
I have two Oxford addresses - how do I specify which one is used?
Go to the Nexus account settings page and select Set preferred email address
Why can't I pick another email address to send from in Oxford Nexus web mail?
You are only able to send email from (one of) your University email address(es) through the Oxford Nexus email web interface (Outlook Web Access). You can still use an email client (via IMAP) to send as other email addresses, if this is something you need to do.
Others currently send email to me or to our group account as Will this still work?
This is no longer supported and emails will be returned to the sender.
What does 'managed' folders mean?
In Oxford Nexus, the following folders will be managed and items will be automatically removed from the folder 90 days after they were put there:
  • Deleted Items
  • Junk E-Mail
What happens to my Deleted Items?
Messages in the Deleted Items and Junk E-mail folders are removed 90 days after items are placed in those folders. Of course you may pre-empt this by clearing out those folders deliberately before the 90 days are reached and it is even possible that your email program (your 'client') may be set to do this for you.
Can I restore a deleted email?
Yes, deleted items go to your Deleted Items folder. If you deleted it from there as well (and some people's email programs are set to 'Empty Deleted Items on exit'), you now have a second chance with Oxford Nexus. Items are kept in the 'Recover Deleted Items' store for a further 30 days if you are using Outlook or Outlook Web Access Premium (with Internet Explorer). See the Missing email - recovery page for details.
How much disk space (quota) do I have available?
The standard Nexus quota is 2 GB (those few people with a quota in excess of 2 GB on the old Herald system keep their previous quota).
How do I find out how much of my quota I've used?
All users can access details of their quota usage by going to the Nexus Account Settings pages and select Show email usage and quota.

If you are an Internet Explorer user accessing Nexus via the Outlook Web Access interface, you can hover the mouse pointer over the mailbox name to see info on your quota.

Apple Mail Nexus users can view their disk usage in the Account Info window: control-click on the mailbox name in the left hand pane of the Mail window and select [Get info] from the pop up menu. (Alternatively you can click the small gears icon in the bottom left corner of the Mail window and then select [Get Account Info].) The Account Info window now appears and displays a list of mail folders along with the size and number of messages for each. The total size and number of messages are given at the bottom of the window.

What happens if I am filling up my quota?
Warning messages are sent by Nexus once your account has used 90% of its allocated space. (See Warning messages for more information). You should discuss your quota with your IT support staff who will help you look for a solution.
I need more quota for my mailbox
Additional quota can be requested, on a case-by-case basis, by your IT support staff. For more information regarding extra quota see Requesting extra Nexus mailbox quota and sections 1 and 4 of the Service Level Description.
I only see 100 results in my search when using OWA
The search results in OWA are limited to the first 100 matches found. So you may need to set other criteria to see old messages.
Why do some University colleagues receive my external out of office reply instead of the internal version?
The internal out of office message is only sent to University members who are also on Nexus. If they are not on the Nexus system they are considered to be 'external' and given your external out of office reply instead.
How private are my private calendar entries?
Where you share your Nexus calendar with others, you may still want to keep some of the items private. In some client software, e.g. Outlook, Entourage, iCal etc. you are able to set a Private check box on a calendar item. However, please note that this private status does not guarantee that the item will be unreadable by others as it is dependent on the other person's client software respecting the private flag. Outlook, Entourage and iCal on Snow Leopard have full support and respect private events but it is unlikely that you can be completely sure of the client software being used by those you share your calendar with. Private events may also be visible through direct programmatic access.

You can read Microsoft's statement about this and there is some more information on Mike Cardwell's Blog.

I would like to send email from my project account address while logged in to Outlook or OWA with my personal account
SendAs/FullAccess rights can be set on project accounts to allow someone logged in to Outlook or OWA with their personal account to send mail from the project account address. These rights are controlled centrally and cannot be set using Outlook. On request, IT Services can give a personal account SendAs/FullAccess rights to a project account.

N.B. IT Services will not apply rights the other way around; i.e. a project account having access to a personal account.

Requests to set up SendAs/FullAccess rights must come from one of either of the following:

  1. The owner of the project account, or
  2. The registered Department/College IT Support Staff of the user who owns the project account

    N.B.: A "user" of a project account is not authorised to request SendAs rights unless they own the project account.

How do I access a 'mailbox only account' using a web browser?
You need to use the Nexus email address of the account you want to access. In this example we are using a psychology email address e.g.

First, log in to OWA using your personal username and password. In your web browser address bar type this account in the form of: A language screen may appear. After selecting the appropriate language, the screen refreshes and shows your project mailbox. You can now perform standard email activities in your project account mailbox.

I wish to share my personal mailbox with someone else
If you just wish to give read-only access to some email folders, to your calendar or to other objects you can see in Outlook, it is possible to do this via some types of email client software. Please see the delegation page for further details.

If you wish to allow someone else to Send on Behalf of you, this can now be arranged by the IT Service Desk by submitting the appropriate Email Account Delegation Service Request. There are also instructions on the delegation page.

If you wish someone to have Full Access to your account and to Send As you, this is also possible. However, please note that this is a very high level of privilege over your account and should not be given away lightly. If this is actually what you desire, you should contact IT Services for this access to be added to both your own and your collegue's accounts. Please explain the circumstances and exactly what you need.

N.B. This request has to come from you, the personal account owner. IT Services cannot accept requests from IT Support Staff on your behalf for personal accounts.

I have shared my mailbox with a colleague 'Alice', how can they set my out of office reply?
'Alice' needs to log on to using Internet Explorer. In the top-right (next to log-off) she needs to click on her name and choose 'Select mailbox...' Type the colleagues name into that and then she should see everything 'Bob' would, including the Out of Office Assistant.

Alternatively type: for a direct link to another's mailbox.

I booked a meeting room for all day but somebody else managed to book the same room..
Some email clients don’t block out the time in the resource calendar when ‘All day event’ option is selected. We suggest users not to use ‘All day event’ option instead set hours on a booking (start and end time).
Where can I get more help?
If you are having trouble with the new system please:

2. I have a problem

I cannot log in to Nexus/can only log in some times
If your password contains non-UK characters or the £ sign, try changing it (the £ sign usually works in the web-based email client but may not work in mail programs installed on your computer).
I have forgotten my password/username
See Registration pages.
I cannot see my old mail folders
Your old folders have not been lost! To see them you may have to activate the display or re-subscribe to the folders. This is done in different ways depending on how you access your email. More information for
I see folders I did not create
During migration, a set of new folders are created in your account and displayed in your client (such as Calendar, Contacts, Deleted Items, Journal, Junk E-Mail, Notes, Outbox, Sent Items, Tasks). These are part of your Nexus account on the Nexus server. If your folder names include a special character (such as &), this may have changed during migration. You can change the folder name back to what it was, if you prefer that.
Since moving to Nexus I seem to be getting more spam than before. Is spam filtering working and what should I do to ensure it is?
Please check the level of spam filtering that has been set by going to the Nexus Account Settings page. You also need to have spam filtering turned on in Outlook Web Access. Log in to Nexus and click on [Options], followed by [Junk E-mail]. Make sure that Automatically filter junk e-mail is selected (illustration on the mail filtering page).
I cannot share contacts/calendar
You can only share your contacts or calendar with people who are on the Nexus system and only to accounts that have mailboxes.
When we share calendars in my department the scheduling part can not pick up any information from the shared calendar.
Check in your Outlook Proxy settings. Ensure that the boxes marked Connect using SSL only, On fast networks, connect using HTTP first, then connect using TCP/IP and On slow networks, connect using HTTP first, then connect using TCP/IP are checked. See Outlook manual settings for more details.
"The name cannot be matched to a name in the address list"
If you, while configuring your email client and trying to connect to Nexus, get a message similar to: "The action cannot be completed. The name cannot be matched to a name in the address list" this can mean the account you are using is not found in the Global Address List (GAL). Check the spelling and, if correct, contact the IT Service Desk to have the account added. If it is a project account, IT Services wants to know the organisational title too.
I can’t look up addresses in the Global Address List when using Entourage
Global Address List will not work for address look ups (Entourage) in the current set-up, but are expected to be enabled in the future for the next version of MAC OSx (Snow Leopard) and new Entourage for Web Services (EWS).
I can not connect to Nexus using my Entourage Office 2008 for Mac Home and Student Edition
If you use Entourage from the Office 2008 for Mac Home and Student Edition, you will not be able to connect to Nexus using MAPI as this edition does not support this connectivity. However, you will still be able to connect using the standard IMAP method instead.
Where do I find instructions for using POP with Nexus
If you need to use POP to access Nexus, you can find the necessary connection details on the Accessing Nexus using POP page. (What is POP?)
The contacts on my mobile are moved to my Nexus account
If you do not want this, set the Mail for Exchange program on your mobile not to sync your contacts.
I receive empty messages
If you use a client like Thunderbird or Eudora as well as Outlook or Outlook Web Access (OWA), you may find an empty message with no sender or subject in your client Inbox if you change settings, activate a vacation message or similar in Outlook/OWA. These empty messages can be ignored.
I get an error message when I try to send an email
See the Interpreting failed-delivery reports pages for a list of the more common error messages. The Failed email may be of use for other failed email problems.
Since migration I have marked (or tagged) some emails but they have disappeared again!
If you are using Outlook (if you have changed your settings to 'Outlook Anywhere') or the Oxford Nexus email web interface, any flags you set should persist. Please avoid tagging or marking emails in any other client as the tags/flags/marks are unlikely to persist once you close down your email client and restart it. In shows support for custom flags is optional in the IMAP standard (RFC) and Exchange chooses not to implement them.
Something happened during migration:
Some of my emails have been "quarantined". What does this mean?
On migration of your email to Oxford Nexus, all email will be checked for known viruses and malware. When it finds one, it will be sent to a quarantine folder.
I have some corrupted emails since moving to Oxford Nexus.
Herald Webmail was excellent at storing anything sent to it regardless as to whether it was corrupt or not. Oxford Nexus is not tolerant of corrupt emails and during migration if any are detected they will be packaged up and emailed to you. Depending on their state you may or may not be able to open them. Tests indicate that most corrupt emails are actually spam.
I have lost all of the 'flags' ('marks' or 'tags') on my emails.
All users were warned previously that these flags/marks/tags could not be migrated.

If this meta-data was of great importance to you, please see your IT support for options regarding the restore of your mail store or for gaining access to a read-only copy of your old Herald mail store. There is likely to be a charge for this service.

Several of my folders with similar names have been merged together.
All users were warned previously that this could happen and encouraged to change the names of such folders. The Oxford Nexus system cannot accept folders differing by case only. On migration all emails from such folders are automatically placed into one combined folder instead.
The list of folders in my email client has changed
During migration, a set of new folders are created in your account and displayed in your client (such as Calendar, Contacts, Deleted Items, Journal, Junk E-Mail, Notes, Outbox, Sent Items, Tasks). These are part of your Nexus account on the Nexus server. If your folder names include a special character (such as &), this may have changed during migration. You can change the folder name back to what it was, if you prefer that.
Email sent from a shared mailbox is not saved in the Sent Items folder of the shared mailbox in Outlook 2007

Outlook 2007:

The default behaviour in these versions of Outlook is for all items you send to appear in the primary account's 'sent items' folder. Similar behaviour is exhibited for deleted items. If you wish to have sent items/deleted items appear in the project account's folders it requires a registry change.

WARNING: We recommend you contact your IT support staff for this task and do *not* make registry changes yourself. It can cause serious problems with your computer. Never edit the registry without a backup of your system.

With those points borne in mind, see the instructions on the Microsoft Support pages at You may also require the Outlook 2007 Service Pack 2 and the Outlook 2007 hotfix package. They can be downloaded from the following pages: for Service Pack 2 for the Outlook 2007 hotfix.

Outlook 2010:

Add the project account into Outlook's 'email accounts' dialogue box as a completely separate email account (do not use the open other mailbox' preference setting to add your project account).

To do this, open the 'account settings' button and select 'email accounts'. Click 'new' and complete the wizard with the project account's information. The two mailboxes will then both appear one below the other in Outlook. New emails will be sent from whichever mailbox has focus at that time. Emails sent will appear in that same account's 'sent items' folder.

Can I change where my 'sent items' are saved?
By default all emails that you send are saved in the 'sent items' folder. Some email clients permit this to be configured differently. For example, in Outlook's preferences ('Tools', 'Options', 'Preferences', 'Email Options') the 'Message Handling' setting allows you to switch off the feature so that outgoing messages aren't saved at all. Or, under 'advanced options', you can tick a box to have sent messages stored with the original message. This will apply in subfolders (although not in the inbox itself).
Items that are deleted from a shared mailbox go to the wrong folder in Outlook
To solve the problem you will need to edit the computer registry. See the instructions on the Microsoft Support pages at
I've accidentally deleted some email messages
You may be able to restore the deleted messages. See the Missing email - recovery page for details.
Birthdays are late on iPhone and iPod
Birthdays may appear off by one day when synced to an iPhone or iPod from Outlook 2003 or Outlook 2007 Contacts. Apple describes how to fix this on an Apple support page.
I am trying to share a calendar, I click the share calendar link but when I try to send, I get the error "Calendar sharing is not available with the following entries because of permission settings on your network"
Try selecting the user from the Global Address List instead of typing in their address directly. Click on the To: button in the sharing dialogue, then search for and select your recipient from the list that pops up.
I am having a problem with OWA. I am trying to set rules in my project account through OWA on IE. The problem is that when I click on "Options" I do not get "rules" in the left pane, but it looks like OWA Light.
The reason this is happening is due to an accessibility setting within the "options" area in OWA. When this feature is enabled, it defaults to the OWA Light interface. Removing that setting then allows you to login to OWA premium as per normal.
I am having problems in Outlook with the University address book (GAL)
See Turn on or off 'Cached Exchange Mode' in Outlook 2007 or Turn on or off 'Cached Exchange Mode' in Outlook 2010
I am using a Mac and when I send a large message that is still within the size limit it is not being delivered
Nexus supports Mac email clients that use Exchange Web Services (EWS) in addition to IMAP and POP. EWS is the format used by default within Outlook 2011 and Apple Mail (Snow Leopard onwards), amongst others. The Nexus service will carry messages up to 100MB in size but there are some circumstances in which large messages may fail to be delivered even when apparently under this size limit.

The EWS service has its own limits applied to ensure that denial-of-service attacks, or simply a few demanding client computers, do not have a negative impact on other service users. For this reason EWS clients should be aware of the following:

  • The server will wait for up to four minutes for your content to be uploaded. If you are attempting to send a very large message and you are on a slow network, there may not be enough time for your computer to transmit the content within that time. If this happens the server may terminate your connection before the data has finished being transferred. Should this happen, your message will not be sent. You may find that your email client has saved the message in your ‘drafts’ folder and you can attempt to re-send it when you are on a faster network.

    If you are regularly on a slow connection you may wish to consider using an alternative, such as placing your attachment on SharePoint, or using the Oxfile service, and emailing your recipient a link to that content instead.

  • In many EWS email clients, the size of an attachment increases when the data is encoded during the attachment process. When sending a message with a large attachment please check that the encoded message size is under the 100MB limit
General Outlook problems
If your Outlook client is not behaving as expected please check with your local IT Officer who can consult our Outlook checklist. See Outlook checklist and further information.
You are unable to send a draft message
If you create a message in an IMAP client (e.g. Thunderbird) and then do not send that message but save it into drafts and then subsequently log into OWA and load the message, then try and send it, you receive the following error: "You don't have the permissions required to send messages from this mailbox." This is a known issue and you will need to re-create the message.
I need more help!
If you are still having trouble please:

3. I have forgotten my logon details

Please use one of the buttons below:





I have forgotten my password/username
See Registration pages.
I need more help!
If you are having trouble with the new system please:


Service area: 

Written by IT Services. Latest revision 15 March 2019