Office 365: Troubleshooting Connectivity Issues


This article describes troubleshooting steps to try if Microsoft Office fails to connect; Try these steps before escalating the issue to the IT Help Desk.

Troubleshooting Steps

  • Remove Microsoft Accounts from Access Work and School
    1. Go to Settings
    2. Select Accounts
    3. Select Access work or school
    4. Select the account you wish to remove, and press disconnect
    5. To re-connect the account, select Connect then sign in using your Work/School email and password credentials.
  • Try the Microsoft SARA Diagnostic Tool
    1. Select Download
    2. In the pop-up window, select Save
    3. Open the folder, and select Extract all
    4. In the pop-up, select Extract
    5. In the folder, double click SaraSetup.exe
    6. In the pop-up, select Install
    7. When it's finished installing, a pop-up window will appear. Select I agree, then select Office.
  • Try signing in using another device, such as a laptop, tablet, or phone with your campus credentials.
  • Uninstall Microsoft Office
    1. Go to Settings
    2. Select Apps
    3. Search Microsoft 365
    4. Select the app, and choose Uninstall
    5. Sign in and select the Install Office drop down, then choose Office 365 apps

Need additional help?

Please fill out the EAB: Navigate web form  with as much information as possible, or contact the ET&S Help Desk team on your local campus. 

For additional Training please visit the Teaching & Learning Technologies Training site 

Please fill out the Microsoft 365 Support webform with as much detail as possible, or contact the ET&S Help Desk team on your local campus.


Article ID: 3959
Thu 4/15/21 4:20 PM
Fri 4/22/22 8:20 AM
Applicable Institution(s):
Granite State College (GSC)
Keene State College (KSC)
Plymouth State University (PSU)
University of New Hampshire (UNH)
USNH System Office