Email Rules and Filters Troubleshooting


Below are common troubleshooting topics for email rules and filtering.

Shared account troubleshooting:

A shared mailbox account (resource account) full access user (owner) cannot create a rule on the shared account using the Outlook Client. They must use the Outlook Web App (OWA).

  1. Have the Full Access User log into their account at
  2. Use the Open another mailbox... option by clicking their name in the upper right corner of the screen
  3. In the new window that pops open, click the Gear icon, Options then organize email link. This will take the user to the 'inbox rules' area for the shared mailbox account.

Email filter troubleshooting:

Each rule takes up space in a hidden section of your mailbox. This section is limited to 256 KB. The actual amount of space a rule uses depends on several factors, such as how long the name is and how many conditions you've applied. When you reach the 256 KB limit, you'll be warned that you can't create any more rules. If that happens, you'll have to delete or simplify some of your existing rules before you can create more. Below are tips to reduce space used by rules:

  • Delete rules you no longer need.
  • Shorten the names of your rules.
  • Combine one or more rules that do the same thing.
  • Remove criteria from rules.

Forwarding information:

WVU’s Electronic Mail Policy explicitly requires that only University-issued email accounts be used to conduct University business. To prevent unauthorized or inadvertent disclosure of University data, ITS deactivated the ability to automatically forward emails from WVU email accounts to non-University email accounts on Nov. 12, 2018.

Users will still be able to configure forwarding options in Outlook (client and web app), but this function will only work if the email is being forwarded to a WVU email domain (including HSC or MIX). Users must turn off any rules or global forwarding settings that automatically forward emails to any non-University email account by that date, otherwise forwarding to the external account will not occur.

How to stop auto-forwarding:

  1. Log into Office 365. At the top of the page, choose Settings, then Mail.
  2. Choose Forwarding. Uncheck the Start Forwarding button and click Stop Forwarding.

Note: University information technology policies are on the ITS website. Please direct questions to

For more information visit Microsoft.


Article ID: 14578
Fri 7/8/16 12:22 PM
Tue 3/10/20 3:36 PM