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 11

  • 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

When you run a scenario in Microsoft Support and Recovery Assistant (SaRA), some log files may be created and you will be given an opportunity to send these files to Microsoft. The only time you would want to send log files from SaRA to Microsoft is when you are working with Microsoft Support and the log files need to be reviewed.

The following image is an example screen where log files are collected during a scenario and there are options to view the log files and to send the logs to Microsoft. Note, if you are not signed into SaRA when you click Send, you will be prompted to sign in. If you are unable to sign in, your log files will not be sent to Microsoft.

To know more about what log files are created by SaRA, search for your scenario in the table below under the “Scenario” column and view the relevant information in the same row. The table below provides information such as scenario type, data collection source, data collection path and data collection files. The destination log directory path where this data is stored and accessed from is %localappdata%\SaRALogs\UploadLogs.

Diagnostics

Data Collect Source

Data Collection Path

DataCollection Files

Additional Data Information

CRM Online Configuration

EventLogs

Application

MsiInstallerEvents.log  (MSIInstaller)

EventLogs

Application

MSCRMAddinEvents.log  (MSCRMAddin)

EventLogs

Application

OutlookEvents.log  (Outlook)

Registry

CurrentUser\SOFTWARE\Microsoft\MSCRMClient

MSCRMClient_HKCU.reg.log

Registry

LocalMachine\SOFTWARE\Microsoft\MSCRMClient

MSCRMClient_HKLM.reg.log

FilePath

crm{MajorversionMinorversion}clientconfig.log

FilePath

crm{MajorversionMinorversion}clientmsi.log

FilePath

crmsetup.log

FilePath

ConfigUsingSaRA.log

Office Activation

EventLogs

Application

(MsiInstaller), {randomGUID}.log

EventLogs

Application

EventCode=2011 (Microsoft Office), {randomGUID}.log

EventLogs

LogFile='OAlerts'

(Microsoft Office Alerts), {randomGUID}.log

Registry

LocalMachine\SOFTWARE\Microsoft\Office\15.0\ClickToRun\Configuration

{randomGUID}.log

Registry

LocalMachine\SOFTWARE\Microsoft\OfficeSoftwareProtectionPlatform

Registry

LocalMachine\SOFTWARE\Microsoft\Office\15.0\ClickToRun\Configuration

Registry

LocalMachine\SOFTWARE\Microsoft\Office\15.0\ClickToRun\propertyBag

Registry

LocalMachine\SOFTWARE\Microsoft\Office\15.0\Common\Licensing

Registry

CurrentUser\Software\Microsoft\Office\15.0\Common\Licensing

Registry

CurrentUser\Software\Microsoft\Office\15.0\Common\Licensing\OlsToken

Registry

CurrentUser\Software\Microsoft\Office\15.0\Common\General\

Registry

CurrentUser\Software\Microsoft\Office\15.0\Registration\

Registry

CurrentUser\Software\Microsoft\Office\15.0\Registration\{Environment.MachineName}

Registry

{GetCurrentUserSid()}\Software\Microsoft\Office\15.0\Registration\{Environment.MachineName}

FilePath

%CommonApplicationData%\Microsoft\Office\Heartbeat\

HeartbeatCache.xml

AllProductKeyStatus

{randomGUID}.log

InstalledProductKeyStatus

{randomGUID}.log

FilePath

%windows%\%temp% where fileName.EndsWith(".log") and (fileName.Contains(Environment.MachineName) or fileName.Contains("c2rintegrator") or fileName.Contains("firefly")

{randomGUID}.log

Office Setup

FilePath

%LocalAppData%\Temp

{Environment.MachineName}-*-*.log or  files beginning with "officec2rclient.exe" as case insensitive

FilePath

%Windir%\Temp

{Environment.MachineName}-*-*.log or  files beginning with "officec2rclient.exe" as case insensitive

Office Activation

_dlicenseinfo.txt

_InstallDump.txt

_licenseDiag.err

_systemInfo.txt

_taskListPost.txt

_taskListPre.txt

aria-debug-18704.log

FilePath

%localappdata%\temp\{randomGUID}

OfficeActivationLogs.zip and * from Temp folder

Key: where * = all files

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration

C2R_Config

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration\15.0

C2R_Config_15

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration\16.0

C2R_Config_16

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\ProductReleaseIDs

C2R_ProductReleaseID

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\OfficeSoftwareProtectionPlatform

OfficeSoftwareProtectionPlatform

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\15.0\ClickToRun\Configuration

C2R_15_Config

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\15.0\ClickToRun\propertyBag

C2R_15_ProductBag

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\15.0\Common\Licensing

C2R_15_Licensing

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\OfficeSoftwareProtectionPlatform

OfficeSoftwareProtectionPlatform

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\15.0\ClickToRun\Configuration

Wow6432Node_15_Config

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\15.0\ClickToRun\propertyBag

Wow6432Node_15_propertybag

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\15.0\Common\Licensing

Wow6432Node_15_Licensing

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\Licensing

HKCU_15_Licensing

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\Licensing\OlsToken

HKCU_15_OlsToken

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\General\

HKCU_15_General

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Registration\

HKCU_15_Registration

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\15.0\Common\Licensing

HKCU_Wow6432Node_15_Licensing

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\15.0\Common\Licensing\OlsToken

HKCU_Wow6432Node_15_OlsToken

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\15.0\Common\General\

HKCU_Wow6432Node_15_General

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\15.0\Registration\

HKCU_Wow6432Node_15_Registration

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\ClickToRun\Configuration

C2R_16_Config

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\ClickToRun\propertyBag

C2R_16_ProductBag

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\Common\Licensing

C2R_16_Licensing

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\16.0\ClickToRun\Configuration

Wow6432Node_16_Config

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\16.0\ClickToRun\Configuration

Wow6432Node_16_propertybag

Registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\16.0\Common\Licensing

Wow6432Node_16_Licensing

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Licensing

HKCU_16_Licensing

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Licensing\OlsToken

HKCU_16_OlsToken

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\General\

HKCU_16_General

Registry

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Registration

HKCU_16_Registration

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\16.0\Common\Licensing

HKCU_Wow6432Node_16_Licensing

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\16.0\Common\Licensing\OlsToken

HKCU_Wow6432Node_16_OlsToken

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\16.0\Common\General\

HKCU_Wow6432Node_16_General

Registry

HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\16.0\Registration

HKCU_Wow6432Node_16_Registration

OneDrive Troubleshooter

Registry

LocalMachine\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers

IconOverlay_HKLM.reg

Registry

LocalMachine\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers

IconOverlayWOW_HKLM.reg

Registry

CurrentUser\SOFTWARE\Microsoft\OneDrive

OneDrive_HKCU.reg

FilePath

%localappdata%\Microsoft\OneDrive\logs\{*Business* in any subfolders}

* and  NOTE: excluding obfuscationstringmap.txt

Key: where * = all files

FilePath

%localappdata%\Microsoft\OneDrive\Settings\{*Business* in any subfolders}

healingItems.txt

FilePath

%localappdata%\Microsoft\OneDrive\setup\logs\{any subfolders}

* and   NOTE: excluding obfuscationstringmap.txt

Key: where * = all files

Outtlook Scenarios

FilePath

%localappdata%\temp\Outlook Logging

for every .etl file: *.etl and {file name of binary etl file without extension}_timber.xml, {randomGUID}-HR.txt

Registry

Registry Hive == CurrentUser; Major version 12 and 14:
Subkey == Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles;
Major version 15 or greater:
Subkey == Software\Microsoft\Office\{major version}.0\Outlook\Profiles   Running Reg.exe export command

{randomGUID}_OutlookProfile.txt

Registry

LocalMachine\SOFTWARE\\Wow6432Node\\Microsoft\\Office\\Outlook\\Addins  and enumerate all system addins  CurrentUser\Software\\Microsoft\\Office\\Outlook\\Addins and enumerate all current user addin

{randomGUID}_AddIns.txt

FilePath

%localappdata%\temp\Outlook Logging

for every .etl file: *.etl and {file name of binary etl file without extension}_timber.xml, {randomGUID}-HR.txt

Outlook Expert Experience (OffCAT)

FilePath

If user is authenticated

ConfigurationDetails_{CorrelationId}.json and ConfigurationDetails_{CorrelationId}.html from OffCatDataCollectionAction and  API_Results.{date timestamp}.log

FilePath

If user is not authenticated

ConfigurationDetails_{CorrelationId}.html from OffCatDataCollectionAction and  OffCAT API_Results.{date timestamp}.log

Skype for business Sign-in

FilePath

if Skype version installed == 2016  %LocalAppData%\\microsoft\Office\16.0\Lync\Tracing   else  %LocalAppData%\microsoft\Office\15.0\Lync\Tracing

files at that location with name containing "SigninTelemetryLog.xml"

RoiScan Full

FilePath

%localappdata%\temp\{Random GUID}\RoiScan.vbs

if (LocalizationKey == "OfficeSignInScenario")   %localappdata%\temp\OfficeSignIn.log.zip  else  %localappdata%\temp\RoiScan.log.zip, {machinename}_Roiscan.log, {machinename}_roiscan.xml

Office VNextDiag

File Path

%localappdata%\temp

vNextDiag.ps1.zip, vNextDiag_SaRA_Output.txt

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