Rutgers Connect FAQ

    How do I schedule a walk-in appointment at the OIT Help Desk?


    If you are unable to resolve an issue by phone, or would prefer to troubleshoot the issue in person, you may walk into the OIT Help Desk (Hill Center Room 013 on Busch Campus) to have us look at your computer and provide assistance free of charge. Please note that some issues can be extremely difficult and sometimes may cause damage to remove, so there are limitations to what we can address.  You do not have to schedule an appointment, however it is strongly encouraged to ensure prompt service.  To schedule an appointment for this service, you can call the Help Desk (848-445-4357) or log into the Appointment Calendar on the page below using your ScarletMail account.

    Appointment Calendar

    Please include any ticket number(s) related to your issue if you have called in before in the appointment calendar event.

    NOTE: If you are scheduling an appointment to speak to full-time staff regarding a locked account or NetID, you MUST select an appointment during regular business days (Monday through Friday). If you are unsure if this applies to you, please call ahead to confirm.


    Will retiree accounts be provided and supported?

    Retirees can open ScarletMail accounts to replace accounts on systems which are being decommissioned (e.g., Migration to ScarletMail will not be part of the Rutgers Connect migration. OIT will notify retirees with RCI accounts when they need to migrate to ScarletMail and will provide some level of migration support, yet to be determined. Departments maintaining retiree accounts on their own systems should encourage their retirees to create and move to ScarletMail accounts now. Guest accounts on Rutgers Connect can be requested for retirees actively working with a department (e.g., a professor emeritus). If a retiree is also listed as current Rutgers Faculty or Staff, that person can have a Rutgers Connect account for as long as that Faculty/Staff role is active.

    I’m missing some of the mail sent to me.

    There could be many reasons for this. The Office 365 spam filtering may believe some messages sent to your account look like spam and will have put them into the “Junk Email” folder.  Alternately, the “Clutter” feature of Office 365 attempts to determine which mail you receive is actually important and may have moved mail from some people into the “Clutter” folder. See What is Clutter and how do I use it? for more information about Clutter.

    If none of the above helps, please contact the Help Desk or your local IT support.

    Will there be consulting services to help departments prepare for migrations?

    Yes. Approximately 1 month prior to a department's migration, a kickoff meeting will be held with the department's IT staff, OIT, and the migration consultants, to help in discovery of departmental needs. Our migration consultants will provide additional consultations on how best to migrate specific circumstances, as required.

    Why is the from field in Outlook not my primary email address?

    Rutgers Connect supplies users with two identifiers:

    • Sign In Address. This will always be in the format of If you would like confirmation on what your Rutgers Connect sign in information is, please visit the Manage Email address page at Your sign in address can be found in the Rutgers Connect Account Information section.
    • Primary Address.  A primary address is the email address your Rutgers Connect account will send mail from. You can set your primary address using the directions found at:

    Outlook will show your Sign In Address in the from field:

    This cannot be changed. Messages sent out via Outlook will be sent from your Primary Address, despite the From field displaying your Sign In address. 



    Can I use OneDrive as a backup server for my files?

    All data on Rutgers Connect itself (email, calendars, OneDrive) is automatically backed up by Microsoft. But you should not use OneDrive as backup storage for your desktop files, for a number of reasons.

    • There is a transfer limit for downloading files, of any type, from OneDrive. You may not be able to retrieve files as rapidly as you were able to upload them to OneDrive. Avoid storing very large files on OneDrive until you are more familiar with how rapidly you can retrieve files.
    • All data stored on Rutgers Connect (including email and other files, whether business-related or personal) is subject to eDiscovery or OPRA requests, as are files and other data stored on work equipment (such as a Rutgers-provided laptop/desktop/mobile device). You should keep personal email and files off of all Rutgers equipment and services if you don't want the personal files to be included in such requests.