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Microsoft Office 365, Office Software Installation / Activation / Troubleshooting / Cannot Edit on Mac

Office 365 installation instructions, troubleshooting for windows, troubleshooting for macs, and other common problems.

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.

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." 

Install Office

  • Select "Tools & add-ins" from the left navigation bar. 

Tools & add-ins

  • Then click the link for "Microsoft Support and Recovery Assistant for Office 365". Then run the Assistant.

Microsoft Support and Recovery 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:

Troubleshooting Office 365 Install on Mac Machines:

Uninstall issues on Mac Machines:

Use the Uninstall Office downloads found on these Microsoft articles: 

Other troubleshooting steps:

Check computer that date, time, and timezone are set automatically:

Performing a Clean Uninstall and Reinstall: Instructions here.

Check that your machine has a computer name: Details here.

Delete previous installations from your machine:

**This is particularly important if you get an error message during the installation.

  1. Delete the installation file you download from the Office 365 portal (if there are multiple files, delete those as well).
  2. Empty the trash.
  3. Restart your Mac
  4. Log back into  and try the download and installation again.
  5. Once the file is downloaded, go to Finder and Right-click to OPEN it (see below).

Office 365 Open Fiel

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

  • 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 address has been used for a personal, or consumer, Microsoft Office 365 account.

To check for this issue, login on the site using your 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

Cannot connect to the Exchange server / not receiving new emails / mailbox corruption

Microsoft Outlook on Windows client cannot connect to the Exchange server, folders are missing or client is not seeing new emails in Outlook client.
Please take the following steps:
  1. Close and reopen Outlook. If this does not help, go to step 2.
  2. Delete the OST file (cached file) (see this article for more detailed info)
  3. Close and reopen Outlook (this rebuilds the cache). If this does not help, go to step 4.
  4. Delete and recreate the Outlook Profile
  5. Close and reopen Outlook
  6. If this does not work, please contact the Technology Services Help Desk for additional assistance, and consider using the Outlook Web App ( website in the short term
Note: This assumes you have a working Internet Connection.

Keywordsoffice 365, office software, office activation, office install, installation failed, mac, office 2016, corruption, OST, PST, missing email   Doc ID62766
OwnerOffice 3.GroupUniversity of Illinois Technology Services
Created2016-04-18 11:08:44Updated2024-01-17 11:38:09
SitesUniversity of Illinois Technology Services
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