Office 365: Troubleshooting Connectivity Issues

Summary

This article describes troubleshooting steps to try if Microsoft Office fails to connect.

Environment

Microsoft Office Application

Issue

If Microsoft Office fails to connect, try these steps before escalating the issue to the ET&S Help Desk.

Resolution

I. Signing in with another device

• Try signing in  using another device, such as a laptop, tablet, or phone with your campus credentials.
• Refer to - Signing into Office 365

Result 

Your Microsoft Office should be connected. If not, try other fixes given below.

II. Remove and Reconnect Microsoft accounts from access work and school

Important: Log out of ALL Microsoft Accounts on student/personal devices before you proceed with the following steps.

Step 1 - Go to Settings

Step 2 - Select Accounts

Step 3 - Select Access work or school

Step 4 - Select the account you wish to remove and press disconnect

Step 5 - To re-connect the account, select Connect then sign in using your Work/School email and password credentials.

Result 

Your Microsoft Office should be connected. If not, try other fixes given below.

III. Try the Microsoft SARA Diagnostic Tool

Step 1 - Select Download

Step 2 - In the pop-up window, select Save

Step 3 - Open the folder, and select Extract all

Step 4 - In the pop-up, select Extract

Step 5 - In the folder, double-click SaraSetup.exe

Step 6 - In the pop-up, select Install

Step 7 - When it's finished installing, a pop-up window will appear. Select I agree, then select Office.

Result 

Your Microsoft Office should be connected. If not, try other fixes given below.

IV. Reinstall Microsoft Office

Step 1 - Go to Settings

Step 2 - Select Apps

Step 3 - Search Microsoft 365

Step 4 - Select the app, and choose Uninstall.

Step 5 - Reboot your device. 

Step 6 - Sign in and select the Install Office drop-down, then choose Office 365 apps

• Office 365 for Windows
• Office 365 for MacOS

Result 

Your Microsoft Office should be connected. If not, check out the Workarounds given.

Workaround

• Try signing in using another device, such as a laptop, tablet, or phone with your campus credentials.

Further Readings

Office 365: Frequently Asked Questions (FAQ)

Microsoft Office Sign-in 

Microsoft SARA Diagnostic Tool 

Need additional help?

For additional Training please visit the Teaching & Learning Technologies Training site. 

To submit a support request, please fill out the Microsoft 365 Support webform with as much detail as possible, or contact the ET&S Help Desk team on your local campus. For password issues you must call or visit the Help Desk in person.