The Microsoft Support and Recovery Assistant (SaRA) includes an advanced diagnostic scenario for Outlook that produces a report that lists known problems detected and details on your Outlook configuration. For any problems that are listed in the report, you're provided a link to a public-facing article (usually a Microsoft Knowledge Base article) on each problem so that you can read about possible fixes. If you're a Helpdesk professional, you can review reports generated by the person that you are helping because the report is created as an HTML file.
The following operating systems are supported:
- Windows 10
- Windows 8 and Windows 8.1
- Windows 7
Outlook included with any of the following versions of Office can be scanned:
- Microsoft Office 365 (2016 or 2013, 32-bit or 64-bit)
- 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)
You must also have the .NET Framework 4.5 installed. This may only be an issue on Windows 7 as later versions of Windows include at least .NET Framework 4.5.
How to install SaRA
To install the Microsoft Support and Recovery Assistant, follow these steps.
- Go to the Outlook Support Center.
- Click Download Now.
- Click Run when you are prompted by your browser.
- Click Install.
- Wait for the download to finish.
- Read the Microsoft Services Agreement, and then click I agree.
After you click I agree, you are ready for your first scan.
How to scan an Outlook configuration for known issues
The Microsoft Support and Recovery Assistant can resolve issues in many programs. To scan Outlook for known issues and to create a detailed report of your Outlook configuration, follow these steps.
- Select Advanced diagnostics, and then click Next.
- Select Outlook, and then click Next.
- When you are prompted to confirm that you are using the affected machine, select Yes, and then click Next.
- In the "Let’s get started fixing your problem" window, enter your account credentials, and then click Next.
As soon as your account is validated in Office 365, the scan will automatically begin.
If your account is determined not to be part of Office 365, you see a message that indicates that you can’t sign in. Click Next to continue and to start the scan.
When the scan is running, you see the following window. The scan may take several minutes. Therefore, please be patient.
The scan is complete when you see We’re done collecting your Outlook configuration details.
Review your Outlook scan
Your scan report includes three separate tabs.
- Issues found
- Detailed View
- Configuration Summary
On the Issues found tab, you are provided a list of configuration issues detected during the scan.
Select any issue and it will expand to give you a more detailed description of the issue. There is also a link to an article that contains steps for resolving the issue.
The information on the Detailed View tab is intended for advanced users, help desk personnel, and IT admins. There is much configuration information on this tab that gives you insights into about everything that you have to diagnose an Outlook issue from the client-side.
- The user whose computer was scanned
- Computer hardware
- Office installation
- Outlook profile
- Event logs
The information is provided in a tree view. Click any node to expand or collapse it.
The information on the Configuration Summary tab is a snapshot of the configuration settings most frequently collected and analyzed by help desk personnel.
Viewing scan results in a browser
To have a larger viewing surface of the scan results, click View results in my browser. The whole scan report, including all three tabs, will open in your default browser.
Note The Detailed View in your browser contains a search feature not found when you view this information in the SaRA window.
Sharing your scan results
After you have reviewed your scan results, click Next. The next screen provides an opportunity to see the log file(s) saved on your computer (See all logs) or to view the log again (View log).
User who has an Office 365 account
If you signed in to SaRA with an account in Office 365, you will also see an option to send your files to Microsoft. This option is helpful if, for example, you are working with a Microsoft support engineer on an issue. Just click Send to have your log file(s) securely uploaded.
Click Don’t send if you don’t want to upload your log file(s). If, for example, you have to share your log file(s) with someone, click See all logs to open the folder that contains the log(s) created by SaRA.
Note The .html file in this folder exists only if you clicked View results in my browser earlier in the SaRA workflow. Also, if you click Send, only the .json file is uploaded to Microsoft.
Users who do not have an Office 365 account
If you signed in to SaRA with an account that is not in Office 365, there is no option to send your files to Microsoft.
If, for example, you have to share your log file(s) with your help desk, click See all logs to open the folder that contains the log(s) created by SaRA.
You can copy the file out of this folder to share with the person who is helping you with your Outlook issue.
How to uninstall SaRA
To uninstall SaRA from your computer, follow these steps:
- Open Control Panel.
- Click Uninstall a program.
- Locate and select Microsoft Support and Recovery Assistant for Office 365.
- Click Uninstall/Change.
- Select Remove the application from this computer and then click OK.
Submit feedback on SaRA
We hope that SaRA was able to detect and possibly provide a fix your Outlook issue. Regardless of the outcome, we’d appreciate it if you could tell us know how we did when you see the survey at the end of the scenario.
If, for some reason, you canceled the scenario before it’s finished, you are also given an opportunity to tell us know the reason for canceling. In this dialog box, you can also enter your feedback.
Your feedback and comments give us insights to needed improvements by addressing issues that are important to SaRA users.