Microsoft Office 365, Office Software Installation / Activation / Troubleshooting / Cannot Edit on Mac
Installation and Activation instructions for Office Software from Office 365:
Office 365 Software Installation Instructions - Use these instructions to ensure all trial or previously installed Office software is removed first as removal of old Office versions may not be necessary to install the latest version of Office from the My Software page on Office 365 - especially if the previous version was an install from Office 365 - however it is generally best practice to remove all previous versions of Office before a new install.
Additionally, you may need to deactivate the previous version on the Install Status page of the Office 365 site before beginning a new install. You can find the list of previous installations by
- logging into the Office 365 portal,
- clicking Install and more in the upper right corner
- click Install Microsoft 365 apps
- clicking on Devices under Office to view your Registered Devices
- Sign Out of the device you are currently on if it is registered to an older version of office.
Troubleshooting Office 365 Install on Windows Machines
- To help with issues you might encounter when installing Office download the: Microsoft Support and Recovery Assistant for Office 365:
Log into the Office 365 Portal
- Click on "Install Office", but then click on "Other install Options."
- Select "Tools & add-ins" from the left navigation bar.
- Then click the link for "Microsoft Support and Recovery Assistant for Office 365". Then run the Assistant.
Uninstall issues on Windows Machines:
- Consultants use this first: If the reinstall gets stuck on "We're getting ready", use the Office Uninstall Support Tool. Also known as the Office Easy Fix.
Other troubleshooting steps:
- Unlicensed product and activation errors: https://support.office.com/en-us/article/unlicensed-product-and-activation-errors-in-office-0d23d3c0-c19c-4b2f-9845-5344fedc4380
- Check that your machine date, time, and timezone are set automatically: https://www.cnet.com/how-to/windows-10-settings-menu-the-time-language-tab/
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Check that your machine has a unique computer name: https://support.office.com/en-ie/article/do-you-need-help-locating-your-computer-name-00384381-8aa9-4398-b81b-475f09fed618
Troubleshooting Office 365 Install on Mac Machines:
Uninstall issues on Mac Machines:
Use the Uninstall Office downloads found on these Microsoft articles:
- Uninstall Office 2016 from a Mac: https://support.office.com/en-us/article/uninstall-office-2016-for-mac-eefa1199-5b58-43af-8a3d-b73dc1a8cae3
- Uninstall Office 2011 from a Mac: https://support.office.com/en-us/article/uninstall-office-2011-for-mac-4bfcd230-0ea1-4656-bf30-dbfa44d358fa
- Outlook for Mac Help
- Fixes or workarounds for recent issues in Outlook for Mac
- If you receive an error that you cannot Edit on your Mac you need to Clean Uninstall Office from your Mac Device: https://support.microsoft.com/en-us/office/uninstall-office-for-mac-eefa1199-5b58-43af-8a3d-b73dc1a8cae3
Other troubleshooting steps:
Check computer that date, time, and timezone are set automatically: http://www.macinstruct.com/node/501
Performing a Clean Uninstall and Reinstall: Instructions here.
Check that your machine has a computer name: Details here.
Clear our your current Office Profile:
Delete previous installations from your machine:
**This is particularly important if you get an error message during the installation.
- Delete the installation file you download from the Office 365 portal (if there are multiple files, delete those as well).
- Empty the trash.
- Restart your Mac
- Log back into https://portal.office.com and try the download and installation again.
- Once the file is downloaded, go to Finder and Right-click to OPEN it (see below).
Note: Make sure you have a good internet connection. Even after the initial file is downloaded, Office is downloading more files in the background.
Other common problems:
Blank screen on Office 365 portal or only have Edit permission on your documents
- You may not be licensed for Office 365 - active faculty, staff, and students are eligible. If you are part of one of these groups, and there is no Install option on the Office 365 page, please contact the Technology Services Help Desk.
Repeated prompts to Activate or Login when using netid@illinois.edu:
- The most common fix is to check that Time/Date are set automatically and ensure that the person is logged into the software.
- The second most common issue is that a netid@illinois.edu address has been used for a personal, or consumer, Microsoft Office 365 account.
To check for this issue, login on the OneDrive.com site using your netid@illinois.edu address. If you are redirected to the campus Office 365 password page, but are still getting repeated login prompts, contact the Technology Services Help Desk. If you get a message that indicates your email address has been used for more than one account, or asks you to select your work/school account or personal account, you will need to log into your personal Microsoft Office 365 account and change the associated email address to one that is not netid@illinois.edu.
Cannot connect to the Exchange server / not receiving new emails / mailbox corruption
- Close and reopen Outlook. If this does not help, go to step 2.
- Delete the OST file (cached file) (see this article for more detailed info)
- Close and reopen Outlook (this rebuilds the cache). If this does not help, go to step 4.
- Delete and recreate the Outlook Profile
- Close and reopen Outlook
- If this does not work, please contact the Technology Services Help Desk for additional assistance, and consider using the Outlook Web App (https://outlook.office365.com) website in the short term
Trouble with Outlook or Office 365 for Windows, Sara Tool
Outlook synchronization permission error
Synchronizer Version 15.0.4711A common cause for this is a corrupted offline Outlook Data File (.ost). The solution is to re-create this file: https://support.office.com/en-ca/article/Repair-Outlook-Data-Files-pst-and-ost-64842a0a-658a-4324-acc6-ef0a6e3567cd.
Synchronizing Mailbox 'LastName, FirstName'
Synchronizing server changes in folder 'FolderName'
Downloading from server 'casarray.mx.uillinois.edu'
Error synchronizing folder
[80070005-508-80070005-560]
You do not have sufficient permission to perform this operation on this object. See the folder contact or your system administrator.
Microsoft Exchange Information Store
For more information on this failure, click the URL below:
http://www.microsoft.com/support/prodredirect/outlook2000_us.asp?err=80070005-508-80070005-560
Done
The first half of the page walks through repairing a .pst file. Skip down to the section that starts with "Re-create an offline Outlook Data File (.ost)."
Another common issue with permission of folder and synchronization is often caused by a folder or calendar that has been shared with you. The permissions are set to "Reviewer" or Limited Details and you have Outlook setup in Cached-Mode. This causes the error because it's trying to download the object without the proper permissions.
General Synchronization Log Messages
Sync errors are not generally alarming - most are just Outlook catching up to changes in the mailbox. "In most cases, these errors are logged in the Sync Issues folder when the items no longer exist in the Exchange mailbox. In these cases, the error can be safely ignored." If the error is repeatedly the same event, it may be a corrupted item and it's best to delete it.
Updates to shared calendars or missing appointments in Outlook Calendar
Person A will open Person B's calendar and put a meeting on Person B's calendar. When Person A views Person B's calendar the meeting is there, but it never actually appears on Person B's calendar. This can cause missed meetings or double-booking.
Turning off the caching of shared folders in Outlook on Windows computers for Person A corrects this issue.
- In Outlook for Windows, go to the Tools or File menu and select Account Settings.
- Select your Exchange Account and press the Change button.
- Press the More settings button.
- Select the Advanced tab.
- Uncheck the Download shared folders option.
- Press OK until all options are saved.