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Western Kentucky University

IT Division - Accounts

TopperMail Account FAQs

01. What is TopperMail?
TopperMail is part of a suite of services powered by Microsoft's Live@EDU technology which includes email, calendar, skydrive storage, collaborative workspaces, mobile connectivity, instant messaging, photo gallery and more. The Microsoft Live@EDU platform is specifically designed to meet the needs of Universities and is a co-branded partnership between WKU and Microsoft. You can learn more about Live@EDU by visiting: Outlook Live Help
02. What are the benefits of TopperMail?
  1. Robust Outlook Web email and integrated calendar client
  2. Much higher mailbox storage (10GB) and attachment quotas (20MB)
  3. Availability of other tools such as online storage (25GB), messaging, mobile connectivity, MS Office Suite apps
  4. Enables reallocation of WKU infrastructure resources (software, hardware, staff) necessary to maintain and process approximately 40,000+ student and alumni email accounts with more alumni email for life accounts being added every year
03. How long can I keep my TopperMail email account?
Students automatically retain their TopperMail email account after they graduate and the account will remain active indefinitely. Students who leave school for periods of time without graduating will retain their TopperMail accounts for at least 1 year while not enrolled. This policy regarding non-graduates is subject to change.
04. Who will receive TopperMail accounts?
All Students and Alumni with "Active" WKU email accounts will receive a TopperMail account. This account will replace their current WKU email account. For students, this will be the official University email account used for academic and administrative communications.

Current Employee (Faculty/Staff) email accounts will remain on our local Exchange email system. If you are an active employee and also a student taking classes, you will receive a TopperMail Account because you are a student. This will NOT replace your Employee Exchange email account. Your TopperMail account is a student email account to be used for student related academic and administrative purposes. However, your Employee email account will take precedence in most official communications. We recommend forwarding your TopperMail account to your Exchange employee account.

Student Worker Employees are a special case. All student workers will have a TopperMail account because they are primarily students. If the department in which they are employed requests an Employee Exchange Email Account for them, they will be given an Exchange account for the duration of their Student Worker Employment. This will be separate from their TopperMail account and will be active only for the duration of their employment.
05. Do Employees get TopperMail accounts?
Current Employee (Faculty/Staff) email accounts will remain on our local Exchange email system. If you are an active employee and also a student taking classes, you will receive a TopperMail Account because you are a student. This will NOT replace your Employee Exchange email account. Your TopperMail account is a student email account to be used for student related academic and administrative purposes. However, your Employee email account will take precedence in most official communications. We recommend forwarding your TopperMail account to your Exchange employee account.

Student Worker Employees are a special case. All student workers will have a TopperMail account because they are primarily students. If the department in which they are employed requests an Employee Exchange Email Account for them, they will be given an Exchange account for the duration of their Student Worker Employment. This will be separate from their TopperMail account and will be active only for the duration of their employment.
06. What is my TopperMail email address (Windows Live ID)?
To lookup your TopperMail email address go to: TopperMail ID Lookup.

For those of you reading this who have WKU email accounts prior to the conversion to TopperMail, your TopperMail email address will be different than your current email address. The format of your new TopperMail address will be: YourAccountName@topper.wku.edu. The part before the @ sign in your current address stays the same. What's called the "Domain" name changes from "wku.edu" to "topper.wku.edu" which is why we also call these Topper Accounts.

Example 1: if your current address is Sally.Smith445@wku.edu, your new TopperMail address will be Sally.Smith445@topper.wku.edu.

Example 2 : if your current wku email address is Bob.Wilson@wku.edu without the 3 numbers as is the case with older alumni addresses, your new TopperMail address will be Bob.Wilson@topper.wku.edu.
07. When will the University be converting email accounts to TopperMail, and what is the implementation plan?
Conversion will take place in late December 2010 with the goal of having all TopperMail accounts converted by the first day of class in the January Winter Term. The final schedule is still being developed, and you will receive email notification with exact instructions on accessing your TopperMail account as the time draws closer.

The general implementation plan is to convert all active Student and Alumni WKU email accounts to the TopperMail platform in late December so users can access their new account in early January. We anticipate Winter Term students will be some of the first to access their TopperMail accounts in early January 2011. As the 2011 Spring term start draws closer (Jan 24, 2011), more and more students will access their TopperMail accounts. We are going to provide a scaled up IT Help Desk capability (more people answering IT Help Desk calls) during this ramp up period in January.

NOTE: After the conversion, we will forward email sent to your old "wku.edu" address to your new "topper.wku.edu" address until October 1st, 2011. Your new email address will be automatically updated in all WKU systems like Banner, Blackboard, TopNet, WKU Portal, etc but you will need to update any non-WKU systems or services where you used your "wku.edu" email address with your new "topper.wku.edu" address.
08. First Time TopperMail Login Instructions
Here's what you should do the first time you access TopperMail: (on or after Jan 3rd, NOT BEFORE)
  1. Go to webmail.wku.edu (this will be a new and different login page)
  2. Lookup your TopperMail email address (aka, Windows Live ID) from link provided on the login page.
  3. Click on the “TopperMail Login” button.
  4. In the Window Live ID field, enter your entire TopperMail address (example: joe.student123@topper.wku.edu) .
  5. Enter your initial password which is 8 characters: Last 4 digits of your SSN + your 4 digit birth year (YYYY). (Note: if we do not have an SSN on file we will use last 4 digits of 800#)
  6. You will be forced to change your password the first time you login.
  7. Read the “Welcome to TopperMail” message in your inbox for further instructions.
HOW TO VIDEOS: Things to remember:
  • Starting Jan 3rd, all NEW email sent to your old @wku.edu account will be forwarded to your TopperMail account until October 1, 2011.
  • You can still login to your old wku email account until October 1, 2011 so you can forward or view old email ... BUT there will be NO NEW mail in this account after Jan 3rd ... all new mail sent to this address will be forwarded to your TopperMail account and a copy will NOT be kept in the old wku account.
  • You can easily move all your old mail to your new TopperMail account if you so desire by following the instructions under "TopperMail FAQs" at www.wku.edu/it/accounts.
  • You can also call the IT Help Desk at 270-745-7000 if you need help.
09. What is the Login ID and Password to my TopperMail account?
Your Login ID to your TopperMail Account is the same as your TopperMail email address (a.k.a Windows Live ID). To lookup your TopperMail account ID, go to: TopperMail ID Lookup

Your initial Password will be set to 8 numbers as follows: "Last four digits of your SSN" + your 4 digit birth Year in YYYY format". So if your SSN ends in 4567 and your were born in 1990, then your initial password will be "45671990". If you do not have a SSN on file, we will use the last 4 digits of your WKU ID (800#).

You will be required to change your password the FIRST time you login to your TopperMail account.
10. How do I login to my TopperMail account?
Go to: webmail.wku.edu and follow the instructions.

Watch this training video for more help: "TopperMail Login to my account training Video"
11. How do I reset or change my TopperMail password?
Method 1: Go to TopperMail Password Reset, and provide the required personal information, and you can reset you PASSWORD.

Method 2: Go to account.live.com, login to TopperMail account. This brings you directly to the "Account Overview" page where you can change your password as well as other items.
12. What if I forget my TopperMail ID (Windows Live ID) or Password?
Forgot TopperMail ID (email address)? Go to TopperMail ID Lookup

Forgot TopperMail password?... you have two options.

Option 1: Go to TopperMail Password Reset, provide the required personal information, and you can reset you PASSWORD.

Option 2: Call the IT Help Desk at 270-745-7000.
13. How do I get HELP with my TopperMail account?
Most help in terms of getting familiar with your TopperMail account and learning "HOW TO" do x, y or z will come from Microsoft Help Sources which are extensive. Good links to know are: help.outlook.com or outlookliveanswers.com or support.live.com. Ask Microsoft a question in Forums: outlookliveanswers.com/forums/

Check the status of the TopperMail service at: outlookliveanswers.com/ServiceStatus.aspx ( If there are problems with the service or it is down, you can check this link for information).

If you have Login or Password problems when trying to access your TopperMail Account, you can call the IT Help Desk at 270-745-7000.
14. What will happen to my old WKU email account and my old mail?
a. After your account is converted, we will forward all new mail (post conversion) from your old account to your new TopperMail account until October 1st, 2011. You will be able to access your old email account until March 1, 2011 to view and forward old mail only.

b. You will be able to move some or all of your old mail to your new TopperMail account. See FAQ "How do I move mail....".
15. How do I move mail from my old email account to my new TopperMail account?
Method 1: Login into you old @wku.edu account from webmail.wku.edu (webmailold.wku.edu) and selectively "forward" any important messages prior to Jan 3, 2011 to your @topper.wku.edu account.

Method 2: Login to your old @wku.edu account and get rid of all mail you don't need including your Trash folder. THEN, Login to your new @topper.wku.edu account from webmail.wku.edu (or outlook.com). After you have logged in and are on the main WKU TopperMail interface page, click on "Options", then under "Connected Accounts", click on "New" and enter your old @wku.edu email address and your password to that account. This will download all your mail from your old account to your TopperMail Account.

HOW TO VIDEOS:

16. How to setup my Apple iPhone to work with my TopperMail account.
Apple iPhone:

Do first: update your iTunes to the latest version and install the latest updates on your iPhone using iTunes
  1. If this is the first e-mail account on your iPhone, tap Mail. Otherwise, tap Settings > Mail, Contacts, Calendars > Add Account.
  2. Tap Microsoft Exchange.
  3. Tap in the E-mail box and enter your full e-mail address (for example: Sally.Smith445@topper.wku.edu).
  4. Tap in the Username box and enter your full e-mail address again.
  5. Tap in the Password box and enter your password.
  6. Optionally, tap in the Description box and enter a short description for the account.
  7. Tap Next on the upper right corner of the screen.
  8. Tap in the Server box and enter m.outlook.com. If you are running software version 3.X, you may have to enter a specific server which for Topper.wku.edu accounts should be: pod51008.outlook.com
  9. Tap Next.
  10. Choose the type of information you want to synchronize. By default, Mail, Calendar, and Contacts are all turned on. To turn off synchronization for a type of information, tap and slide the switch to OFF.
  11. Tap Save.
  12. If you're prompted to create a new passcode, tap Continue and enter a numeric passcode. You'll need to enter the passcode twice.
17. How to setup my Blackberry to work with my TopperMail account.
Blackberry:

  1. Click "Setup" folder
  2. Click on the "email settings" icon
  3. Click "Add" to create a blackberry account
  4. On the list of email providers – Select "Other"
  5. Enter your "email address" and enter an "X" for the password and click next NOTE: We want you to enter an "X" for the password here for it not to work and get the next prompt
  6. At this point a window will pop up stating "Invalid email address or password", click "OK"
  7. Select "I will provide the settings" (Verizon) Select "Provide more information" (AT&T)
  8. Select "POP/IMAP"
  9. Enter the following:
    • Email address: Example: Sally.Smith445@topper.wku.edu
    • Password: your TopperMail password
    • Email server: outlook.com
    • Username: Sally.Smith445@topper.wku.ed (your full email address)
  10. Click Next Then you should get "You have successfully added Sally.Smith445@topper.wku.edu..."
18. How to setup my Droid Device to work with my TopperMail account.
Droid:
  1. From the home screen, Select "My Account"
  2. Select "Add Account"
  3. Select "Corporate Sync"
  4. Domain\username: "Enter your full TopperMail email address here"
  5. Password: "Enter your TopperMail password here"
  6. Email Address: "Enter your full TopperMail email address here"
  7. Server: "Enter m.outlook.com"
  8. Select Next
  9. Phone should sync your email account and you’re finished.
19. How to setup my Windows Mobile Phone to work with my TopperMail account.
Windows Mobile Phone:
  1. Go to email setup on your windows mobile phone
  2. Choose "Setup E-mail"
  3. Select "Microsoft Exchange"
  4. Enter your email address and password and click next
  5. Your account should automatically configure from this point. Please note that Windows Mobile devices should automatically detect the mail server and will likely require no changes whatsoever during this event. However if your Windows Mobile device is using an older version of Exchange ActiveSync you may have to make the changes manually.
20. How do I to set up an IMAP email program such as Thunderbird, Apple Mail, etc. to work with TopperMail?
  1. Get the current settings for TopperMail: Login to your TopperMail account using a web browser. Click on the "down arrow" beside the "?" in the upper right hand area of the main screen (where you see your inbox). Select "About" and scroll down until you see information that looks like the following: External IMAP setting: (also called the Incoming Server)
    Server name: pod51008.outlook.com
    Port: 993
    Encryption method: SSL

    External SMTP setting: (also called Outgoing Server)
    Server name: pod51008.outlook.com
    Port: 587
    Encryption method: STARTTLS (or SSL)
  2. Configure your IMAP email program of choice using these settings. Note that you must configure the client to "authenticate" to both the "Incoming Server" and the "SMTP" (Outgoing) server. So look for a place to designate this and to enter your UserID and password. Your User ID/Username will always be your Fulll TopperMail (Live ID). Example. Joe.Smith335@topper.wku.edu.
21. How do I setup the Outlook 2007/2010 client to access my TopperMail (Outlook Live) email and calendar?
Please follow these instructions for connecting Microsoft Outlook 2007/2010 to the Outlook Live@EDU system.
  1. Ensure Outlook is not running (not open on desktop).
  2. Click on the Start Menu and then Control Panel.
  3. Click on the MAIL icon.
    1. (XP users - you may have to click "Switch to Classic View" to see the Mail icon)
    2. (Windows 7 users - you may have to click "View By "Small Icons" to see the Mail icon)
  4. Click "Show Profiles".
  5. Click "Add..."
  6. Type in a profile name – Example: "My TopperMail Account", then hit "Enter" or click "OK".
  7. Type in your name and your FULL Toppermail email address and password (if prompted) and click NEXT (If your information is automatically entered for you, just click NEXT).
  8. If you are prompted to "Allow this website to configure your email account automatically", Click "Don't ask me about this website again" and click "ALLOW".
  9. Outlook will configure your account automatically. If you are prompted with a login box, type your FULL TopperMail email address in the username box and your TopperMail password and click OK.
  10. Once you see your account is successfully configured, click FINISH.
  11. VERY IMPORTANT: Make sure to pick "Always use this profile" from the radio buttons.listed. In the box under "Always use this profile", pick the new profile you created in step 6 and click APPLY.
  12. Press OK and close the Control Panel.
Launch Outlook. If prompted for a username/password, type in your full email address as your username and your TopperMail password.
22. How do I lookup email addresses in the Global Address List and address emails efficiently?
TopperMail has a Global Address List (GAL) which contains all Student, Alumni and Faculty/Staff email addresses. You can look up names in the GAL several different ways but we recommend the following method. Type your recipient names on the “To:” line as follows….

To: lastname1, firstname1; lastname2, firstname2; lastname3, firstname3; …then hit CTRL-K

(Notice that lastname, firstname combinations MUST be separated with a semi-colon “;”. Spaces and comas will NOT work. Placing a coma after lastname, seems to improve the search. You can type in “partial” Lastname, Firstname but the more you type the better the name resolution.)

CTRL-K does a “Check Names” function and will either resolve the name or give you a list of names to pick from. If the name cannot be resolved, it will be underlined in which case you need to try typing it again or clicking on the “To:” which takes you to a more extensive GAL search interface.

Once the name is resolved, holding your cursor on the name will give you a bubble with the full email address. Alternatively, you can right click?properties on any resolved name on the “To:” line to see the full email address.
23. How do I control “Conversation Aggregation or Threading” (related emails are lumped together)?
By default, the Outlook Web client in TopperMail will aggregate related emails together. Some users prefer this as it keeps emails with the same subject and responses together. Others don’t like it because it places email out of “date” order even if you have that selected.

To turn “Conversations” OFF and ON, click on the down arrow next to the “Arrange by:” value which is on the main screen near the top of the message listing pane. Uncheck or Check “Conversation” depending on your preference. NOTE: This is a “by folder” setting. You must set this for each folder such as “Inbox”, “Sent Items”, etc.
24. How do I tell if a received email is still being sent to my old @wku.edu address?
When you open any email in TopperMail, look at the email address on the “To:” line. If the sender is still using your @wku.edu address, you will see that address on the “To:” line. That is how you know the sender is still sending to your old @wku.edu address and it is being forwarded to your TopperMail account.
25. How do I access my old Webmail contacts/address book?
There are two ways to access your old Webmail contacts:
  1. Login to the old webmail interface. Obviously, we have removed the “Compose” button because we don’t want folks sending email from this old account. However, if you have any emails at all in your inbox or other folders, you can select one of those emails, click on “Forward” on left pane, then “Address Book” to get access to your contacts.
  2. If you have moved all your emails to TopperMail and do not have any emails in your old webmail, you can call the IT Help Desk (270-745-7000) and request that your contacts be sent to you in an email.
Note: We have not found any easy way to automatically import a contact list into the TopperMail interface. You can set up Outlook 2007/2010 to access your TopperMail account, import your contacts into Outlook 2007/2010, and that will sync your contacts with TopperMail and make them available in the TopperMail web interface.
26. How do I control where and how the message body displays – turning the “reading pane” off and on?
Display of the “reading pane” can be controlled by clicking on the arrow next to “View” located in the upper right corner of the pane that list the messages. The reading pane is where the message body contents are displayed.
27. How do I configure MAC Entourage to work with TopperMail?
We are working on this. Will post as soon as possible.
28. How do I open attachments in the Chrome browser?
The Chrome browser has an acknowledged “bug” in the way it handles attachments in Outlook Live (TopperMail) which is actually Outlook 2010 server. Chrome downloads all attachments in Outlook Live regardless of file type with the same name: “attachment.ashx”. You cannot open them with the proper application (like MS Word, Adobe PDF reader, etc) because the “.ashx” file type is not recognized.

To workaround this until Chrome fixes the problem in future releases, you must “right click” the attachment, select “save link as…”, then manually name the file to the proper file type in the SAVE dialogue box.

Example: You receive an email with an attachment named “importantinfo.pdf”. You must right click on the “importantinfo.pdf” attachment, select “save link as…”, then overwrite the default “attachment.ashx” name with “importantinfo.pdf” and click “Save”. This will save the file with the “.pdf” extension and then you can open it with Adobe Reader.
29. How do I display images/blocked content in emails?
Some emails have the images blocked (not displayed) by default. You have the option of displaying them: Under the “Senders” name you will see the following instructions:

To help protect your privacy, some content in this message has been blocked. If you are sure that this message is from a trusted sender and you want to re-enable the blocked features, click here

Click where it says “click here” and the blocked content will be downloaded.
30. What are some tips and tricks for deleting messages?
If you want to delete a lot of messages at one time, you can select them with the usual multi-select keystrokes. Shift/select or CTR/select. If you select too many messages, you will receive a “…too many rows error”. How many rows is too many seems to be between 50 and 100 depending on how you select them. CTRL/select will let you select more rows to delete.

Another option is to use the “Lite”, “Accessibility” version of the Outlook Live client which has the old-style check boxes beside each message. This lets you select as many messages as you can checkbox. To use the Outlook Lite go to: Options/Settings/General/Accessibility/check box “use the blind and low vision” experience. Then click “Save”. Close browser, open browser and login. Your interface is now a more basic version but one which many people prefer.

Deleting messages without opening the message first, here’s how:

Option 1: Turn off the “Right Reading Pane” view (View/Off). This way you have to double click on each message to open it in a separate window. You can single click select, then delete without opening the message.

Option 2: Use the “Lite”, “Accessibility” version of the Outlook Live client described above.
31. What is the Outlook “Lite” Accessibility Client?
The Outlook “Lite” Accessibility client is an alternate interface to the Outlook Live client used for TopperMail. This interface is simpler and more “old-style”. It is very similar to the old WKU Webmail client. It has checkboxes beside each message so you can select the message and perform operations on the message like deleting or copying. Some people actually prefer it because it is simpler. To use this interface, do the following:

Options/Settings/General/Accessibility/check box “use the blind and low vision” experience. Then click “Save”. Close browser, open browser and login. Your interface is now the more basic, “Lite” version of Outlook Live.

Note: documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view,
download Adobe Acrobat Reader.

Note: documents in Excel format (XLS) require Microsoft Viewer,
download excel.

Note: documents in Word format (DOC) require Microsoft Viewer,
download word.

Note: documents in Powerpoint format (PPT) require Microsoft Viewer,
download powerpoint.

Note: documents in Quicktime Movie format [MOV] require Apple Quicktime,
download quicktime.

 
 Last Modified 9/25/14