M365 for Students - Frequently Asked Questions

This article provides resources and answers to the frequently asked questions and reported incidents on M365 for Students. The commonly reported incidents and FAQ's are listed below:

1. How to reset password for M365/ Email account?
2. Receiving Error 500 when accessing Student Email on Outlook web or myUFV
3. Unable to access or add M365 account (Outlook, OneDrive, etc.) on Windows/ MAC
4. M365/ Outlook automatically logged into M365/ Outlook account other than Student Email

1. How to reset password for M365/ Email account?

To reset the password for M365 account or UFV Student Email, visit password.ufv.ca.

Follow the on-screen instructions for a self-service password reset for unlocking your account.

Once students reset their password on password.ufv.ca, all SSO (Single Sign-On) applications using that password will use the new password. If you have saved passwords on your browser, you would need to update the password saved.

Please refer to this knowledge base article for step-by-step instructions on password reset.

2. Receiving Error 500 when accessing Student Email on Outlook web or myUFV

If you are receiving error 500 when accessing UFV Student email on Outlook web or in myUFV, follow the steps listed below:

1. Clear your browser's history, cache, and cookies. If you have saved the UFV student email password, please delete that from your browser.

2. Check the date/time settings on your computer. To check the data/time settings on your computer:
   • On Windows, right-click the Clock at the bottom right corner to "Adjust data/time", and adjust the date and time to be correct.
   • On MAC, click on the date/time in the top right corner (on the menu bar), and click Open Date and Time Preferences to adjust it to be correct.
3. Login to office.com using your UFV Student Email Address.
4. Now, you can access UFV student email at office.com or through myUFV portal email link.

If this does not resolve the issue, please contact the IT Service Desk.

3. Unable to access or add M365 account (Outlook, OneDrive, etc.) on Windows/ MAC

If you are having difficulty adding an account or accessing the UFV Student email on the Outlook application, it is important you have logged off any M365 accounts on the US Tenant before you can log in successfully to your UFV M365 account. Listed below are the steps to do it on PC and MAC:

For PC

1. Open any Microsoft application e.g. MS Word.
2. Sign out of the student account you have logged in with.
3. On the top-right corner, The option for Sign-out is listed when you click on your name initials.
4. Now, sign in to Word again with your UFV Student Email address and password by clicking Sign in.  
5. Remove the old US Tenant account from settings.
   1. Open Settings.
   2. Search Access work or school.
   3. Look for an account named GivenName.LastName@studentufvca.onmicrosoft.com.
   4. Click Disconnect/Remove.

For MAC

1. Open Word, on the left menu, click your name initials, and select Sign Out.
2. Now, sign in to Word again with your UFV Student Email address and password by clicking Sign in.

Setting Up Outlook
For instructions on how to setup Outlook applications on your computer, follow the steps provided in this article: Setup UFV Student Email on Outlook.

If you continue to have problems, please contact the IT Service Desk.

4. M365/ Outlook automatically logged into M365/ Outlook account other than Student Email

If you are automatically logged into the Outlook/M365 account other than your UFV student email, you can easily switch accounts by logging out and logging in with your student email account.

Steps to check which account are you logged into:

1. Click on the name initials displayed on the header in the right corner of the Office on the web.

2. Verify if the account you are logged in to is your UFV email address or any other Microsoft account.

If you need to switch between accounts, follow the steps here: How to Switch Accounts to log in with a different Microsoft email address.

Steps to switch accounts:

1. Click Sign out on the account you are already logged into. The screenshot shows the sign-out option on www.office.com.

    The option for Sign-out is listed when you click on the name initials in the Office on the web. 

2. Repeat the steps to log in with the required email address and password.