When contacting the Help Desk:

• Provide as much detail as possible.
• Include screenshots when applicable (this comes in useful especially when errors are appearing).
• Let them know all symptoms or any error messages.
• Provide exact steps to reproduce the issue.
• Include any troubleshooting already completed.
• Include your workflow and the current steps being used to accomplish this.
• Date/Time the issue occurred.

Some common troubleshooting steps the Help Desk agents will look for:

• If the issue is occurring in a browser, were cache and cookies cleared and the browser restarted?
• Was another browser tried (or several browsers)?
• Was an incognito or private tab attempted?
• If the issue has to do with login, can the user log into other services with the credentials, such as MyUW?
• If the issue is with a service account access, it's crucial to know how the service account is being accessed
  • If in the web, via direct login with service account credentials, or via "linked login" or "open another mailbox" via NetID credentials
  • if in Outlook, via auto-mapped account, or via separate configuration?
  Have the account's permissions been validated in the Wisc Account Administration site?
• If the issue is occurring in Outlook
  • Has a new profile been configured/tested?
  • Has Windows Updates (if applicable) been run and all Microsoft updates installed?
  • Has Outlook been updated to the newest version (essentially, for either Windows or Mac)?
  • Can the issue be replicated via Outlook on the web.

We do have a document that has some additional troubleshooting tools that we use, either to try to fix things, to gather more information for us, or to gather more information for Microsoft, should a case need to be opened: Microsoft 365 - Troubleshooting Options.

The case information the Help Desk will request is as follows:

• Customer’s NetID:
• Email address(es)/accounts experiencing the problem:
• Contact email address (if unable to use Office 365):
• Error message (if applicable) with exact wording and/or screenshot:
• Provide step by step instructions on how the problem can be replicated (please provide as much detail as possible):
• Can the issue be replicated by someone besides the affected user:
• Troubleshooting steps performed already:
• Type of access (OWA, desktop client, mobile client):
  • --If OWA:
    • Browser and version (IE 11, Firefox 36, Chrome 41, Safari 6):
    • Operating system and version (Windows 8.1, Mac OS X 10.9, Linux 14):
  • --If desktop client:
    • Client and version (Outlook ProPlus, Outlook for Mac):
    • Operating system and version (Windows 8.1, Mac OS X 10.9, Linux 14):
    • Configuration protocol (Exchange):
  • --If mobile client:
    • Operating system and version (Windows 8 phone, iOS 9):
    • Connection protocol (Exchange, Office 365, Outlook.com):
    • Outlook for iOS/Android version (Outlook for Android v 2.0.57):
• If issue is with desktop client of Outlook
  • Attach screen shots of authenticated/configured account(s) screen: see attachments
  • Can the issue be replicated within Outlook on the web client?