Email Frequently Asked Questions (FAQ)

As an email user I keep hearing about SPAM, Phishing, Malware, and Viruses. What does this mean to me, and should I be doing anything differently to be safe?


  • You should receive all legitimate email that is sent to you.
  • Spam will get caught and not be sent to you (see below for possible exceptions).
  • If you do get SPAM or a Phishing attempt in your inbox you can Report Spam.
  • If you’re not sure if an email is real call your local helpdesk and ask them to take a look before clicking any links, or providing any personal or security information such as typing your name, user ID, password, or social security number into an unknown web page, attachment, or online form.
  • Ultimately you should see little or no impact in your regular email routine.

I'm concerned an email that was sent to me never arrived

You will first want to check to see if the message was sent to Spam Quarantine. If the email does not appear there then you can also call the ADS Service Desk at 828-6620 or toll free 1-855-828-6620, Option 1 for assistance.

Please note that if you are the IT support person filing the LANDesk ticket on behalf of a user, please make sure you enter as many details as possible:

Log into LANDesk

Is the Microsoft Home Use Program still offered?

No. Microsoft no longer offers the Home Use Program.

I need to add a shared mailbox to my email account, how do I do that?

There are two ways to add a shared mailbox to your email account by using either the Outlook Web Application or the desktop version of Outlook.

You can also use the shared mailbox as a shared team calendar or manage another person’s email and calendar items.

Visit these instructions and many other helpful how to’s on the ADS  How To website titled Open and use a shared mailbox in Outlook Web App.

I think I may have accidentally deleted an email, do I need to submit a LANDesk ticket to get it restored to my inbox?

Great question! No, you can recover deleted email, calendar appointments, contacts and tasks by using our instructions Recover deleted items in Outlook for Windows.

I have an email with sensitive information, how do I send it encrypted?

There are several ways to send encrypted email. The primary Method to encrypt messages:

  • Email encryption is used by specifying subject line tags. [secure] {secure} (secure) %secure% #secure# [encrypt] {encrypt} (encrypt) %encrypt%
  • Email encryption also has automatic scanning built into the encryption gateway to catch sensitive emails such as (Credit Card Numbers, Social Security Numbers)

**NOTE Regarding sending encrypted messages internally**
Sending messages internally within the State (from a "" to another "" account) Will automatically encrypt  Email for the State of Vermont is encrypted "in transit" (being sent & received) by Microsoft, as well as while sitting in your mailbox; "at rest".  This functionality has been configured as standard practice and there is no additional step required.

For more information, please see our instructions titled Email Encryption.


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Montpelier, VT 05633
(802) 828-4141

For Customer Support, please call 802-828-6620 or toll free 855-828-6620

  • ADS Service Desk/Telecommunications:   Option 1
  • Vision/HR Helpdesk: 802-828-6700: Option 2

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