Additional Office 365 Thick Client Diagnostic Collection

This FAQ was last modified on: Friday, June 9, 2017 02:13pm

This FAQ is intended for customers that are having problems with the Microsoft Office installable applications on a Windows or Mac computer.  You may be asked to respond to the questions below by the OIT Technology Support Center.  For our engineers to better assist you, we need additional diagnostic information about your computer and software.  This information may be required before your issue is escalated to a higher support tier or to open a support case with Microsoft.  In many Microsoft support cases opened by our Tier 3 engineers, this information is requested by Microsoft support as soon as the case is opened.  By providing this information now, it speeds up the support process and helps us reach a solution faster. 

Thank you!

  • What operating system (OS) are you using? 
  • What version of the OS are you using?  Please include the full build or version number. 
  • Is your computer in Georgia Tech’s Active Directory (GTAD)? 
  • Do you log into your computer with your GT Account and password or a local account? 
  • Are you an admin or standard/unprivileged user on your computer? 
  • Has your computer been updated with the latest patches for your OS version?  (If the answer is no, you may be asked to fully update your computer and reproduce the issue with the latest updates installed.) 
  • What version of Microsoft Office are you running?   
  • Have you installed the latest updates for your version of Microsoft Office?  Many of the problems reported to OIT have been fixed by Microsoft, but customers are still experiencing the issue because their computer has not been updated.  (If the answer is no, you will need to install the latest updates to Microsoft Office and reproduce your issue.) 
  • [Windows] Are you running Office 2010 or earlier?  Office 2010 and earlier are not supported for use with Office 365.  You will need to upgrade to a newer version of Office and reproduce your issue. 
  • [Mac] Are you running Office 2016?  Office 2016 for Mac includes many updates (including a complete rewrite of Outlook) that make it work better with Office 365. 
  • How did you install Office?  Was it the version from OIT Software Distribution (MSI-based installer from an ISO) or Office 365 (Click-to-Run)? 
  • What applications are having issues? 
  • What is the build or version number of the application(s) having issues?  Please include the full build or version number for the application(s) that is experiencing problems. 
  • Can you reproduce this issue in the web application or does it only occur in the thick client? 
  • Please provide step-by-step instructions to produce the issue in the thick-client.      
  • Please provide screenshots of any errors or problems.  Screenshots must be original, unedited screenshots.  Screenshots may not be resized, cropped, or have blurred or blacked out areas.  It is acceptable to blur or black out Category 3 or 4 data, but please keep edited areas of screenshots to a minimum. 
  • [Optional, but Encouraged] Can you reproduce this issue on another computer or virtual machine (preferably a clean software load, fully patched, and not managed)?  Many issues are caused by software corruption or software configuration issues.  Using a ‘clean’ system to reproduce the issue allows us to eliminate your computer as the cause of the problem. 
  • [Windows – Optional, but Encouraged] Run the Microsoft Support and Recovery Assistant (SaRA) for Office 365.  SaRA is a diagnostic tool from Microsoft that can resolve many common problems with Office.  Multiple support cases that we have escalated to Microsoft have been resolved by this tool. 
  • [Windows - Optional] Run the Problem Steps Recorder (psr.exe) and reproduce the problem you’re having to collect diagnostic data for our engineers.  Here are the instructions on how to use the Problem Steps Recorder.