AHS Outlook 365 Email Slow on Windows Devices

Problem: Physicians who use personal devices to access AHS secure email accounts (@ahs.ca or @albertahealthservices.ca) may find that email is sluggish when using Outlook 365 outside of AHS facilities.

Context: Outlook 365 "checks-in" frequently to ensure that what the user sees represents what is on AHS servers. This process can make Outlook seem slow if internet connections are not brisk.

Solution: Outlook 365 users on Windows devices can configure the software to use "cached mode", with significant performance improvements. This adjustment is not available, and not needed, with the Macintosh version of Office 365. And this mode is not relevant when Outlook Webmail is used.

• Microsoft: Turn on Cached Exchange Mode
• Bytes Blog: More on AHS Email Migration to Office 365

Apple Mail/Spark/AirMail/etc. no longer access AHS email

Problem: Physicians who use personal devices and email software to access AHS secure email accounts (@ahs.ca or @albertahealthservices.ca) may find that email is no longer delivered to their device.

Context: Alberta Health Services (AHS) is upgrading from Microsoft's 2007 Communications Server to infrastructure capable of supporting Office 365 (Outlook 365). This happens for most physicians during the month of August 2020. Changes to the configuration of enterprise email can improve the security of email communications for AHS stakeholders; but require some adjustments from AHS email users.

Solution: After a physician account is transferred to the new AHS email infrastructure, the only email software that can access AHS email will be a recent version of Microsoft Outlook (Office 365 preferred). Outlook for smartphones or tablets (iOS, Android) is required for mobile access. Outlook for devices (Windows, MacOS) is required for desktop or laptop access. 

In order to use Outlook in this way, physicians must additionally install a software application called "Workspace ONE". This secures a portion of the personal device where Outlook can operate with enhanced security. Installation processes for WSO and Outlook are described in AHS communications documents (referenced in a prior posting).

Physicians can also access AHS email via a simple Outlook web interface (ahs-cis.ca/webmail). 

Mobile Microsoft Outlook App no longer working with AHS email

Problem #1: Physicians who use personal mobile devices and the Microsoft Outlook mobile app for access to AHS email and calendars are noticing calendar gaps, lack of appointment reminders or apparent loss of emails.

Context #1: A legacy AHS Communication Server supports email and calendar services. This is being upgraded. However, many physicians remain on the older server until a satisfactory physician configuration for the new server can be confirmed. Microsoft has recently changed its software in a way that blocks the ability of its current generation mobile app (Outlook for iOS and Android) to communicate with the older server (no longer supported).

Solution #1: There is no way to reliably use Outlook mobile with the older communications server. Physicians can, however, use other mobile mail and calendar clients (e.g., Apple Mail, Spark, etc.). Instructions for connecting to AHS email with native iOS and Android clients are available.

Problem #2: Physicians who have used personal mobile devices for access to AHS email and calendars may notice sudden disruption of service.

Context #2: Although we are avoiding physician transitions to the new communications server, some physicians contracted to AHS have already been transitioned. There are new constraints that affect how mobile email and calendar access can work. The Microsoft Outlook app must be used (no other email or calendar apps will work with the new AHS configuration) and must be deployed through the same secure channel used for Connect Care mobile apps (Workspace ONE).

Solution #2: Affected physicians should receive instructions about installing and using Workspace ONE. This will allow Outlook to be used for mail and calendar access. The CMIO portfolio is working with AHS communications to prepare physicians for this change.