Support for Office 365 technical problems and troubleshooting

Help and support for Office 365. Links to customer service and technical solutions, downloads, updates, and answers to top issues.

Key resources

Learning resources

Office 365 FAQ
Get answers to your questions about Microsoft Office 365.

Office 365 product home page
Learn how Microsoft Office 365 brings together cloud versions of our most trusted communications and collaboration products with the latest version of our desktop suite for businesses of all sizes.

Learn more: Office 365 Dedicated and ITAR plans

Microsoft Office 365 Service Descriptions and Service Level Agreements for Dedicated Subscription Plans
Learn about plans that deliver these services from a network of Microsoft data centers on servers systems dedicated to individual customers.

Learn more: Office 365 for small business

Office 365 for small businesses
Designed specifically for smaller businesses and professional users who are looking for cloud-based productivity tools without the IT hassles.

Release notes and top issues for Office 365 for the professionals and small businesses edition.
Release notes and top issues for Office 365 for the professionals and small businesses edition.

Learn more: Office 365 for Midsized Businesses and Enterprises

Release Notes for Office 365 for midsized businesses and enterprises
Look at the benefits, pricing and plans, and FAQ sheet here.

Office 365 for midsize businesses and enterprises
Designed specifically for Midsize and Enterprise businesses who want to enhance productivity while reducing the cost and complexity of managing IT.

Learn more: Office 365 for education

Office 365 for Education
Microsoft Office 365 for education will provide cloud-based services for educational institutions and give students access to familiar, next-generation productivity tools?while helping educational institutions free up resources.

Live@edu transitions to Office 365
Get the FAQs on Live@edu service transitioning to the Microsoft Office 365 platform.

Plan and implement

Introduction for Office 365 administrators
Review the Microsoft Office 365 Administrator's Guide.

Quick start guide for Office 365 administrators
Review the Microsoft Office 365 Quick Start Guide.

Get Office 365 today
Select the version that is right for your organization and sign up today.

Try Office 365 for free for 30 days
Explore features, set up user accounts, and test drive Office 365. After 30 days you can convert your trial into a paid subscription.

Plan and Implement Office 365 for Professionals and small businesses

Getting started with Office 365
Get what you need to know connect and configure.

Software requirements
To get the full Office 365 experience, we recommend these minimum requirements.

Set up your desktop for Office 365
Understand how to set up your computer to work with Microsoft Office 365 for small businesses.

User accounts and permissions
Learn what you can administer with user accounts and permissions.

Plan and Implement for Midsized businesses and enterprises

Directory synchronization and single sign-on
Get resources to plan and implement directory sync and single sign-on.

Active Directory synchronization: Roadmap
Learn how to use the Microsoft Online Services Directory Synchronization tool so your company?s administrators can keep your local Active Directory continuously synchronized with Office 365.

Resolving issues

General Troubleshooting Resources

The Microsoft Online Services Diagnostics and Logging (MOSDAL) support toolkit
This article discusses the MOSDAL support toolkit and how to perform network diagnostics and collects system configuration, network configuration, and logging information for service-based products.

Troubleshooting guide for the Microsoft Online Portal (MOP)
This article discusses how to troubleshoot issues that are related to Microsoft Online Portal (MOP).

Working with domains in Office 365
Get information on how to keep your existing domain and website along with Office 365.

Troubleshooting Directory Synchronization (English only)
This video shows you how to troubleshoot issues with Office 365 Directory Synchronization caused by unrecognized or unacceptable values in your on-premise Active Directory.

Top Office 365 Solutions
Get the RSS feed for Top Office 365 Solutions from Microsoft Support.

Resolving issues with Office 365 Desktop

Microsoft Office 365 Desktop

Troubleshoot update and configuration issues
This article helps you troubleshoot issues you encounter when running the Microsoft Office 365 desktop setup tool that configures your computer to work with Microsoft Office 365.

Office 365 Desktop Setup error message: "You do not have the Windows Update Agent installed on XP"
What to do then you run the Office 365 Desktop Setup on a computer that is running Windows XP Service Pack 3 (SP3).

Office 365 Desktop Setup error message: "Your computer requires an update to the Windows Installer Service"
Learn how to get install the latest version of the Windows Installer service.

Office 365 Desktop Setup cannot download updates from Windows Update or from Microsoft Update or you receive an "Your computer is not allowed to connect to the Microsoft Update service" error message
See how to resolve the issue when the Microsoft Office 365 Desktop Setup cannot download and install software updates from Windows Update or from Microsoft Update in a Microsoft Office 365 environment.

Troubleshooting Office 365 Desktop Setup (English only)
This video shows you how to troubleshoot some of the common issues associated with Office 365 Desktop Setup.

Users Appear with Office 365 Domain After Directory Synchronization
This video shows you how to troubleshoot issues with the user principal names, e-mail addresses, or proxy addresses of some or all of your users appearing with the wrong domain after directory synchronization.

Office 365 Exchange Connected Outlook Services Sign In Client problems
Automatically diagnose and fix Exchange Connected Outlook problems when the Microsoft Online Services Sign In Client is not signed in or not running.

Resolving issues with logon, credentials and single sign-in

Logon and Credentials

How do I get started with logon?
How to use your Microsoft Online Services ID when you sign in to Office 365.

How do I get single sign on for my users?
Plan for and deploy Active Directory Federation Services 2.0 for use with single sign-on.

How do I sign in and change my password?
Learn more about signing in and password related tasks.

A user in my company has forgotten their password, how can I reset it?
As an administrator, you can reset passwords for users in their organization.

Lync Online keeps asking me to sign on, why?
Resolve the issue when Microsoft Lync 2010 continuously asks for credentials after signing in.

Users receive Send/Receive error messages after they configure multiple accounts in Office 365 or Business Productivity Online Standard Suite by using Outlook
Learn how to get email working when a user configures multiple accounts in Microsoft Office 365 or Microsoft Business Productivity Online Standard Suite by using Microsoft Outlook.

Exchange Online

Learning about Office 365 Exchange Online

Exchange Online Features for Small Business
Check out email and calendaring with Exchange Online on Office 365 for Small Business.

Exchange Online Features for Enterprise
Check out the features and screen shots from Exchange Online with Office 365 for Enterprise.

Forefront Online Protection for Exchange (FOPE) User Guide
This guide provides information for configuring, and administering FOPE using the Administration Center.

Migrating email to Exchange Online

Exchange Server Deployment Assistant
Get customized instructions to upgrade to Exchange 2010 on premises or in the cloud.

Prepare for email migration or coexistence
Review your options for moving your existing mailboxes to Microsoft Office 365 for enterprises.

Migrate Mailboxes to Office 365 for enterprises
Visit the Exchange Server labs to learn more about migrating mailxoes and give a try yourself.

Using Office 365 Exchange Online with mobile devices

Mobile Phone Setup Wizard
Use this wizard to get personalized instructions for setting up your mobile phone to access your account.

Connect a mobile device to email in Office 365
Learn how to connect Windows Phone, Apple iPhone, and BlackBerry® devices to email in Office 365.

Configuration recommendations for Exchange ActiveSync
Read the recommended configuration for Exchange ActiveSync depending on the size of your organization.

Get solutions

How to configure Exchange Online mailbox sizes and limits in the Office 365 environment
The article describes how to use Exchange Online PowerShell to configure Exchange Online mailbox sizes and limits in the Microsoft Office 365 environment.

"We weren't able to connect to the server" error when you try to migrate your on-premises Exchange environment to Exchange Online in Office 365
This article provides steps on resolving this issue.

Troubleshooting Autodiscover in Exchange Online (English only)
This video shows you how to troubleshoot Autodiscover issues in Exchange Online for Office 365.

Troubleshooting PowerShell for Exchange Online (English only)
This video shows you how to troubleshoot errors when trying to connect to Exchange Online via Windows PowerShell.

Managing Active Directory Security Groups and Mail-Enabling Objects (English only)
This video shows you how to manage Active Directory security groups and how to mail-enable Active Directory group objects.

Additional Exchange Online Knowledge Base articles
Click this search link to get more Knowledge Base articles for Exchange Online.

Office Professional Plus 2010

Learning Resources

Office Professional Plus 2010
Learn more about the latest version of the Office applications, seamlessly connected and delivered with cloud services, including the new Office Online, online companions to Word, Excel, PowerPoint, and OneNote.

Microsoft Office Online
See how to view, share and edit your Microsoft Office documents on the web with Microsoft Office Online.

Get started with Office Online in Office 365
Microsoft Office Online and Office 365 let you keep your Office documents in the cloud, so you can work on them on the Internet no matter where you are, and you can share them with your business partners and co-workers.

Using Office Online in SharePoint
Office Online give you browser-based viewing and editing of Office documents from anywhere you have a connection to your organization?s SharePoint site.

Getting Started

How to replace a lost or damaged Microsoft Office product key
Start the Online Solution Wizard to determine if you can obtain a replacement Office 2010 product key from Microsoft Customer Service.

Professionals and small businesses: Set up your desktop for Office 365
Get the steps to set up your computer to work with Microsoft Office 365 for Professionals and small businesses.

Redelegate your domain to Office 365
Learn how to create email addresses, Microsoft Lync Online accounts, and distribution lists that use your own domain namem as well as, use your domain to host a website on Microsoft SharePoint Online.

Midsized businesses and enterprisess: Set up your desktop for Office 365
Review this topic that will walk through installing updates for desktop applications from the Office 365 downloads page and then configuring your computer.

Connect a mobile device to email in Office 365
See how to connect your Windows Phone, Apple iPhone, and BlackBerry® devices to Office 365.

Use Office Online on your cell phone
Learn how the Mobile Viewers for Office allow you access the Office Online with your cell phone?s browser.

Microsoft Office Online deployment
This page provides tools and resources for IT professionals planning to deploy Office Online in a SharePoint environment.

Deploy Office Professional Plus for Office 365
Get the steps to deply Office Professional Plus for Office 365.

Get Solutions

Help for Office 365 for Professionals and small businesses
Get help for common tasks.

Help for Office 365 for Midsized businesses and enterprises
Get help for common tasks.

FAQs for Outlook Web App
Review these answers to frequently asked questions about setting up and managing your account.

Office Web App help topics
These help topics apply to Office 365 for small businesses, Office 365 for enterprises, Microsoft Exchange and Live@edu.

How to troubleshoot the Outlook Offline Address Book in an Office 365 environment
This article describes how to use the Microsoft Outlook Web App client to troubleshoot Offline Address Book issues in Microsoft Outlook.

Installing a volume-licensed edition of Office 2010 causes a subscription to Office 2010 to enter Reduced Functionality Mode (RFM)
Get the automatic fix for resolving Reduced Functionality mode in this scenario.

Office Professional Plus enters reduced functionality mode
This article presents three additional causes for RFM and methods to each.

You cannot open Outlook 2007 after you downgrade from Outlook 2010
Follow these steps to create a new email profile to resolve this issue.

Office Professional Plus messages appear before you start an Office application
Get the steps to activate Office Professional Plus to resolve this issue.

"To use your subscription for Microsoft Office on this computer, you must first disable the subscription on another computer" message when you install Office Professional Plus
Learn steps to identify the cause and resolution for the maximum number of computers has already licensed to the Microsoft Online Services ID that was entered.

You cannot view a list in Datasheet view after you install the 64-bit version of Office 2010
Resolve the issue so you can view a list in Datasheet view on a SharePoint website after you install the 64-bit version of Microsoft Office 2010.

Error message when you try to read or to delete email or when you click "Send/Receive" in Outlook: "An unknown error has occurred" or "Messaging interface has caused an unknown error"
This article provides steps to resolve this problem when you error messages when you try to read email in the Microsoft Outlook Inbox or when you click Send/Receive.

Additional Office Professional Plus 2010 Knowledge Base articles
Click this search link to get more Knowledge Base articles for Office Professional Plus 2010.

Sharepoint Online

Learn about Office 365 and SharePoint Online

Getting started with SharePoint Online for Office 365 for professionals and small businesses
Explore these resources to begin learning how to use SharePoint Online for professionals and small businesses.

Getting started with SharePoint Online for Office 365 for midsized businesses and enterprises
Explore these resources to begin learning how to use SharePoint Online for midsized businesses and enterprises.

Plan your implementation

SharePoint Online planning guide for Office 365 for professionals and small businesses
This series of articles guides site collection administrators and site owners through the steps involved in setting up and using SharePoint Online sites for Office 365 Beta for small businesses.

SharePoint Online planning guide for Office 365 for enterprises
These articles guide site collection administrators and site owners through the steps involved in setting up and using SharePoint Online sites for Office 365 for enterprises.

Basic tasks in SharePoint Online for Office 365 for professionals and small businesses
Here are some basic tasks and information to help you learn how to use SharePoint Online for Office 365 for professionals and small businesses.

Basic tasks in SharePoint Online for Office 365 for enterprises
Here are some basic tasks and information to help you learn how to use SharePoint Online for Office 365 for enterprises.

SharePoint workflow guidance
Get help on creating workflows, viewing tasks and getting the status.

Enterprise: Collaborate with SharePoint Online
See how to access and share documents and insights, contacts, calendars, and tasks in a single location and from a shared computer or smartphone.

Small Business: Collaborate with SharePoint Online
Get a step-by-step guide to getting your users up and running on SharePoint Online.

Get solutions

Troubleshoot SharePoint Online with a Microsoft partner
See how to use Microsoft Pinpoint to shoot trouble yourself or tap a Microsoft partner near you.

Additional help for SharePoint Online
Use these links to connect to online training, documentation, and other information to help you make the most of Microsoft SharePoint Online.

Users do not receive SharePoint alert notifications in Office 365
Review this article for related symptoms and resolutions.

SharePoint Online Knowledge Base articles
Click this search link to get more Knowledge Base articles for SharePoint Online.

Lync Online

Learn about Office 365 and Lync Online

Sharing and collaboration
Learn how to use Lync Online to share a Powerpoint presentation, your desktop, collaborate on a whiteboard or conduct a poll.

Quick Start: Use instant messaging and presence
Get the basics for communicating by using Microsoft Lync Online communications software to use Lync Online to easily interact and collaborate with the people at your workplace.

Work Smart: Use Lync Online with other Office programs
Get information on performing most of the same actions in Office programs with Lync Online, without having to switch programs.

Quick Start: Set up, start, and join an online meeting
See how to use Microsoft Lync Online communications software to schedule an online meeting, start an unscheduled sharing, and more.

Download Lync 2010 training
Get free, downloadable versions of Lync 2010 training courses.

Lync Instructor-Led Training
Attend one of our FREE instructor-led sessions to learn firsthand how easy it is to get started successfully with Microsoft Lync.

Enterprise Lync Online
Learn more about communications capabilities with presence, instant messaging, audio/video calling, and a rich online meeting experience with PC-audio, video, and web conferencing.

Plan Your Implementation

For Administrators: Set up Microsoft Lync Online for Professionals and small businesses
As an administrator, learn how toset up Microsoft Lync online and configure dial-in conferencing.

For Administrators: Set up Microsoft Lync Online for Midsized businesses and enterprises
As an administrator, learn how to enable domain federation, enable instant messaging and audio/video calls, as well as, integrate Live Messenger.

Get Solutions

Office 365 Lync Online Community Page
Check in for Lync Online topics and updates.

Reset a user's password
Learn how Administrators can reset passwords for users in their organization who have forgotten them.

Errors and troubleshooting
Get help for issues with network connectivity, sharing programs, and more.

General Errors
Get help for other more general errors encountered when using Microsoft Lync.

Microsoft Lync 2010 continuously asks for credentials after signing in
Resolve the issue when Microsoft Lync 2010 repeatedly prompt you to provide a user name and a password.

You cannot upload or share content during a conference call in Lync Online
Get steps to resolve some content sharing issues with Lync Online.

How to use logging to troubleshoot Lync 2010 installation issues in an Office 365 environment
This article describes some common Microsoft Lync 2010 installation issues and how to enable logging.

Troubleshoot issues that occur when users try to join a Lync Online meeting by using Lync 2010
See how to resolve the issue of receiving an error message in Internet Explorer when you click the Join Online Meeting link in a meeting invitation in Microsoft Lync Online.

Users cannot view or update their display picture in Lync 2010 when they connect to Lync Online in Office 365
Get the common resolutions for this issue.

A URL is not formatted as a hyperlink when you send or receive an instant message that contains a URL in Lync Online
Learn how to resolve this by adjusting the security policy settings that are configured in the Intelligent Instant Message (IM) Filter in Lync Online.

You experience poor audio or video quality in Lync Online
Learn about the common causes for this issue and how to resolve them.

Troubleshooting Presence in Lync Online
This video shows you how to troubleshoot some of the common issues with Lync Online presence that can be easily resolved.

Troubleshooting Audio/Video Connection and Quality in Microsoft Lync Online
This video shows you how to troubleshoot issues with choppy, tinny, or delayed audio; errors when you try to start audio or video in a one-to-one or group conference; and issues with Lync Online caused by your on-premise firewall.

Additional Lync Online Knowledge Base articles
Click this search link to get more Knowledge Base articles for Lync Online.

Communities

Communities and Connections

Office 365 Community
Connect with others and learn more in forums, blogs, wikis, tweets and Facebook.

Office 365 Home Premium Community
As a customer using Microsoft Office 365 Home Premium, ask the relevant Microsoft community.

Office 365 on Facebook
"Like" Office 365 on Facebook.

Office 365 on Twitter
Follow us for the latest info on the next generation of cloud services!

Office 365 Team Blog
Read up on this blog to get the latest from the team.

Microsoft Online Services forum
Connect with others to ask questions and get answers in these TechNet forums, including Sharepoint Online, Exchange Online and others.

Exchange forums
Ask an expert through our numerous Exchange forums.

SharePoint Online forums
Join the discussion of capabilities and configuration of SharePoint Online, both Standard and Deskless.

Office 365 Lync Online Wiki
This page contains links to Lync Online information for Office 365. It will be updated, so check back for the latest information. Lync Online information is currently available in English only.

Support options

Self-Support Options

Office 365 Community
Connect with others and learn more in forums, blogs, wikis, tweets and Facebook.

Office 365 virtual agent
Sign in to Office 365, click on Support Overview to get access to the automated virtual agent.

For Assistance with Billing and Subscriptions

Contact support for a billing or subscription issue
For billing and subscription assistance, call a Support representative. This table provides the phone numbers and business hours for your location.

Small Business: Assisted Support

Get help with Office 365
Get answers to questions about Microsoft Office 365 for small businesses with the support options listed here.

Small Business Office 365 administrators
As an administrator you can get help with Microsoft Office 365 for small businesses in several ways listed here.

Enterprise: Assisted Support

Contact support for a technical issue
As an administrator for Microsoft Office 365 for enterprises, you can obtain telephone assistance from the Office 365 Support team for technical issues.

Get support for Office 365
There are many ways that you as an administrator can get help with Microsoft Office 365 for enterprises, options are available to you depending on how your organization purchased Office 365.

Last Review : 15 March 2013