The Microsoft Support and Recovery Assistant works by running tests to figure out what's wrong and offers the best solution for the identified problem. It can currently fix Office, Microsoft 365, or Outlook problems. If the Microsoft Support and Recovery Assistant can't fix a problem for you, it will suggest next steps and help you get in touch with Microsoft support.

Note:  Microsoft Support and Recovery Assistant scenarios can now be run using a command-line version. If you are an enterprise customer, please go to Command-line version of the Microsoft Support and Recovery Assistant for more information.

 

To download the Microsoft Support and Recovery Assistant follow these steps:

  1. Click the button below to download the Microsoft Support and Recovery Assistant.

    Easy fix download button indicating an automated fix is available

    Note: By downloading this app, you agree to the terms of the Microsoft Services Agreement and Privacy Statement

  2. Follow the steps below to download the Microsoft Support and Recovery Assistant according to your browser.

    Tip: The tool may take a few minutes to download and install.

    Edge or Internet Explorer

    • At the bottom of the browser window, select Run to launch the SetupProd.exe.

    Chrome

    • In the lower-lower left corner right-click SetupProd.exe > Open.

    Firefox

    • In the pop-up window, select Save File.

      Next, from the upper-right of the FireFox browser window, select the downloads arrow and then select SetupProd.exe.

  3. Read the Microsoft Services Agreement, and then click I agree.

  4. Choose the app you are having problems with and click Next.

  5. Choose the problem you're having from the list and click Next.

  6. Follow the directions the Microsoft Support and Recovery Assistant provides.

Frequently Asked Questions

The following operating systems are supported:

  • Windows 10

  • Windows 8 and Windows 8.1

  • Windows 7

Outlook in any of the following Office versions can be scanned:

  • Microsoft Microsoft 365 (2019, 2016, or 2013, 32-bit or 64-bit)

  • Microsoft Office 2019 (32-bit or 64-bit; Click-to-Run or MSI installations)

  • Microsoft Office 2016 (32-bit or 64-bit; Click-to-Run or MSI installations)

  • Microsoft Office 2013 (32-bit or 64-bit; Click-to-Run or MSI installations)

  • Microsoft Office 2010 (32-bit or 64-bit)

If you are running any edition of Windows 7, you must also have .NET Framework 4.5 installed. Windows 8 and later versions of Windows include at least .NET Framework 4.5.

The Microsoft Support and Recovery Assistant offers the best solution for these identified problems:

Office

I get an error when I install Office

I can't activate Office

I need to uninstall Office

Outlook

Outlook won't start

I can't setup my Microsoft 365 email in Outlook

Outlook keeps asking for my password

Outlook keeps saying "Trying to connect..." or "Disconnected"

Shared mailboxes or shared calendars don't work

I'm having problems with my calendar

Outlook stops responding

Outlook keeps crashing

I can't send, receive, or find email

OneDrive for Business

I can't sync my files with OneDrive

I can't install OneDrive

Other Office apps

I can't sign into Skype for Business

I can't get email on my phone

I'm having trouble opening or signing in to Outlook on the web

I can't install, connect, or enable Dynamics 365 for Outlook

The Teams Meeting option isn’t shown or the Teams Meeting add-in doesn’t load in Outlook

There are additional scenarios for Outlook on the web, Outlook for Mac, and Mobile devices, plus advanced diagnostics for Exchange Online and Outlook.

The Microsoft Support and Recovery Assistant offers automated fixes for many of the issues it detects. If you elect to perform an automated fix, the recovery actions that are performed by the fix are entered into the log file created by the Microsoft Support and Recovery Assistant. To view this log file and the recovery actions performed during a scenario, please follow these steps.

  1. On the last screen of the scenario, check Open the log file folder after clicking Submit, complete the survey, and then select Submit.

    Microsoft Support and Recovery Assistant window asking - <User>, did this solve your problem?

  2. In the pop-up window, open the most recently created log file.

    Windows Explorer window with README.txt file selected.

  3. Search the log file for "Recovery,".
    Image of Microsoft Support and Recover Assistant log file. The word "Recovery" is highlighted.

  4. Repeat the search for "Recovery," until you reach the end of the log file.

    An image of the Microsoft Support and Recovery Assistant read me file open in notepad.

    Note: The README.txt file includes a link to this article.

No. The following troubleshooting scenarios in the app can be run without a Microsoft account, or the work or school account you use with Office:

  • Office Uninstall

  • Office Setup

  • Office Activation

  • Outlook Advanced Diagnostics

Yes. If you're an administrator and want to install and start the Microsoft Support and Recovery Assistant from a shared location on a network instead of the default internet location don't use the download link in this article. Instead, follow the steps in this article on docs.microsoft.com: How to install and maintain Microsoft Support and Recovery Assistant (SaRA) from a network share.

Yes. We now have the capability to run Microsoft Support and Recovery Assistant scenarios using a command-line. For more information, read this article on docs.microsoft.com: Command-line version of the Microsoft Support and Recovery Assistant.

We're sorry, but we don't have a version of the Microsoft Support and Recovery Assistant that can be installed on a Mac. However, the Outlook for Mac scenario in the app can troubleshoot some issues that occur on your Mac even though the app is installed on a Windows PC.

Yes. You'll need an internet connection to download, install, and use the Microsoft Support and Recovery Assistant.

To uninstall the app from your computer, follow these steps:

  1. Open the Control Panel.

  2. Click Uninstall a Program.

  3. Locate and select Microsoft Support and Recovery Assistant.

  4. Click Uninstall/Change.

  5. Select Remove the application from this computer, and then click OK.

When you reach the end of a scenario in the app you're shown a screen where you're asked if we fixed your problem. Select any of the top three options to have the remaining questions in the screen displayed. You can enter your feedback into the box at the bottom of the screen.

When you run the Microsoft Support and Recovery Assistant (SaRA) to identify or diagnose a particular issue, SaRA records anonymous information (Telemetry) about the actions and analysis that are performed by SaRA when a scenario is run. Microsoft uses the telemetry data to improve customer experiences and to monitor the health of the application. The amount of telemetry data collected differs with different scenarios.

A copy of the telemetry information is saved in a local log file by SaRA. To view the log file, follow these steps:

  1. Telemetry data is collected and uploaded to the uploadlogs folder in the Local Disk (C:). To access this folder, use one of the following methods:

    • Open the Run Command window (Windows logo key  + R,) and run the %localappdata%\saralogs\uploadlogs command as follows:

      Screenshot

    • In File Explorer, type C:\Users\<UserName>\AppData\Local\saralogs\uploadlogs and press Enter as follows:

      Log location

      Note:  <UserName> is your Windows profile name in the system.

  2. To view the information about a log file, double-click and open the file. For each scenario, a separate log file will be created and uploaded as the SaraTelemetry_<DataTime>.log format.

    Log files

The log files include comprehensive information such as SessionID, TimeStamp, and Office applications on the affected system. The collected information is completely anonymous, and it does not trace back to you in any form. The following is the definition of some fields that are collected as part of the telemetry data:

  • User GUID: A random GUID that is stored in SaRA settings. It may be used to identify usage trends of the Office application while keeping the data anonymous.

  • Client launch ID: A random GUID that is generated when the application is running.

  • Tenant ID: Represent the Office 365 Tenant information about the organization that is associated with this ID.

Log example

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