When Microsoft released Office 365 ProPlus to students as part of their Student Advantage program, it seemed like Microsoft forgot to provide IT support staff with a troubleshooting guide.
With Office 365 ProPlus becoming available as a free download for faculty and staff, it’s even more critical for IT support staff to understand how to troubleshoot end user authentication and activation issues.
We wanted to share some tips to help you with troubleshooting Office 365 ProPlus and to help you achieve a successful Office 365 ProPlus rollout.
Make sure your end users understand which platforms are supported by Office 365 ProPlus. This will help you cut down on calls from folks trying to install Office ProPlus on unsupported platforms like Windows Vista.
- Windows 7 or higher
- Mac OS 10.6 or higher
- Android phone (tablet support promised in 2015)
- Windows Mobile
Office Online might be an option for unsupported operating systems, but make sure to use an Office 365 supported browser.
- The first troubleshooting step, especially for mobile devices like tablets or laptops, is to check the system clock. If your organization uses ADFS for authentication, and the device’s system time is not syncing with NTP, chances are good you will see an activation error.
- Use Microsoft’s Remote Connectivity Analyzer tool to help narrow down issues that might be related to a specific ISP. Connectivity issues can also be a factor in authentication and activation issues.
- Microsoft has published a good support resource for troubleshooting Office 365 ProPlus error messages. This resource can be provided to end users as a self-help guide.
- Use Microsoft’s “Fix It” tool to completely remove Office 365. This tool is especially important for Macs, where users often try to remove Office by deleting files from the Applications folder.
- Being able to see the error from the end user’s perspective is essential for troubleshooting Office ProPlus issues. We recommend using a remote desktop access software solution, which can help you perform advanced troubleshooting procedures.
- Not everyone can afford it, but Microsoft Premier Support is highly recommended to get the best possible support from Microsoft.
- If you can’t afford Microsoft Premier Support, you can still engage with Microsoft experts on the public Yammer network for Office 365. If you are in higher-ed, the UC Davis Office 365 email list is an excellent resource.
IDM Integration has experience with all aspects of helping organizations roll out Office 365 including SSO integration with ADFS and Shibboleth, developing rollout and migration plans, and troubleshooting Office 365 issues. Contact us if you’d like help with your Office 365 implementation.