Office 365 - Troubleshooting Options

This document will provide an overview of tools and options that are available for troubleshooting problems that you will be using in conjunction with opening a case with our Office 365 Team.

  •  Remote Connectivity Analyzer
    • The Remote Connectivity Analyzer tool provided by Microsoft will provide a diagnosis and hopefully help pinpoint the cause of any errors you may experience when using an Outlook client. This often includes your client disconnecting after a period of time or not connecting at all. Follow the steps below to use this tool

      1. Navigate to
      2. Click the tab labeled "Office 365."
      3. Click the bubble next to "Outlook Connectivity" or "Outlook Autodiscover" depending on which test you would like to perform.
      4. Fill in the fields as follows:
        • Email address:
        • Microsoft Account:
        • Password/Confirm Password: Your NetID password
      5. Make sure "Use Autodiscover to detect server settings" is clicked.
      6. Click the box next to "I understand that I must use the credentials of a working account from my Exchange domain to be able to test connectivity to it remotely. I also acknowledge that I am responsible for the management and security of this account."
      7. Enter the verification code and click "Verify."
      8. Click the button "Perform Test" located at the bottom of the page.
      9. From the tests results, there will be an icon located in the top right. When hovered over, it will read "Save as HTML." It would be useful to save this, incase you need to open a case in which you would then be able to provide us with this information.

        test results

  •  Office Configuration Analyzer Tool (OffCAT)
    • The Microsoft Office Configuration Analyzer Tool (OffCAT) provides a detailed report of your installed Office programs. This report includes many parameters about your Office program configuration. It also highlights known problems that are found when OffCAT scans your computer. For any problems that are listed in the report, you're provided a link to a public-facing article (usually a Microsoft Knowledge Base article) about each problem so that you can read about possible fixes. If you're a Helpdesk professional, you can also save the report to a file so that it can be viewed in OffCAT on another client on which the tool is installed.

      For Windows Clients

      For complete details on how to use this tool, review Microsoft's online documentation.

      For Mac OS Clients

      There is not Office Configuration Analyzer Tool (OffCAT) at this time.

  •  Inbox Repair Tool
    • This process will describe the process to repair your Offline Storage Table (OST) or Personal Storage Table (PST) file. This often helps clear up problems users may experience when working with email in an Outlook desktop client.

      For Windows Clients

      1. Make sure your Outlook client is closed.
      2. Navigate to "My Computer."
      3. Open your local disk drive (C:) by double-clicking it.
      4. Double click the folder labeled "Program Files."
      5. In the search field, type "scapst.exe." If you were unable to find the file, go back and click the folder labeled "Program Files (x86)"" and try the search there.
      6. Double-click Scanpst.exe. You will need to enter the .pst/.ost file you would like to repair. You can click "Browse" and navigate to C: > Users > your account > AppData > local > Microsoft > Outlook to search for the file you would like to repair.
      7. Click the "Start" button and wait for the scan to finish.
      8. run scan pst

      9. If any errors are found, you will be given the option to repair the file. Simply click the "Repair" button.

      For Apple Clients

      There is not inbox repair tool for Apple Clients at this time.

  •  Network Performance Troubleshooting video
    • The Network Performance Troubleshooting video is provided by Microsoft which will cover the most common issues causing performance problems when connecting to Office 365, how to test for them, and how to resolve them: view video.

  •  Recreate OST File
    • This process will help to recreate your Offline Storage Table (OST) file. This often helps eliminate problems users experience when working with their email in Outlook desktop clients.

      For Windows Clients

      1. Make sure your Outlook client is closed.
      2. Navigate to the Control Panel.
      3. In the search box, type in "Mail" and then click Mail
      4. Click Email Accounts and ensure you are in the "'E-mail" tab and select the exchange account. Click Change.
      5. Clear the Use Cached Exchange Mode box.
      6. Click More Settings...

        cached exchange mode

      7. Under "Cached Exchange Mode Settings" select the Use Cached Exchange Mode box.

        use cached exchange mode

      8. Click OK, click Next and then click Finish.
      9. In the Account Settings page click Close.

  •  Enable Logging

    • Enable Logging

      For Windows Clients

      Microsoft Outlook has an option that allows the user to turn on logging for certain Outlook features. The log data that is created by this process would be collected and used to further troubleshoot a problem you are experiencing. Either our support staff or Microsoft's will be asking for this data, so follwo these isntructions to enable this feature in Outlook 2016, Outlook 2013, and Outlook 2010.

      1. Start Outlook.
      2. Click the File and from here click Options.
      3. Click the Advanced tab located on the left.
      4. Locate the section labeled Other and check the box labeled Enable troubleshooting logging (requires restarting Outlook).
      5. Exit and restart Outlook.

      After you have turned on logging, the files will be stored in a folder in the folder. By default, the Temp folder is located in the \AppData\Local folder.

      • c:\Users\username\AppData\Local\Temp

      After navigating to the files, you will want to highlight them all and then right click them and click Send to and click Compressed (zipped) folder so you can easily supply these to either our's or Microsoft's support staff.

      For Mac Clients

      These options are also available in Outlook for Mac 2011 and Outlook 2016 for Mac.

      • Outlook 2016 for Mac:
        1. From the Window menu, click Sync Errors.
        2. The Sync Errors window will appear, click the gear icon.
        3. Select the option labeled Turn on logging for troubleshooting and click OK.
        4. Close the Sync Errors window and restart your client.
      • Outlook for Mac 2011:
        1. From the Windows menu, click Error Log.
        2. The Error window will appear, click the gear icon.
        3. Select the option labeled Turn on logging for troubleshooting and click OK.
        4. Close the Error window and restart your client.

      Once you have enabled logging, it is a good idea to try and reproduce the problem you are experiencing and then disable logging by following the steps above again to deselect the logging option. You can find the logs located in the following locations:

      • Outlook for Mac 2011 : ~/Desktop/OfficeLogging
      • Outlook 2016 for Mac: ~/Library/Containers/

  •  MFCMAPI Tool
    • For Windows Client

      Microsoft provides messaging application programming interface (MAPI) tool to help diagnose problems that are being experienced with Outlook. Please note that this tool is very powerful and is mainly used to delete corrupt data and once deleted it is permanently deleted. This tool should only be used when working alongside a Microsoft technician. You can download the tool from here

  •  Diagnostic and Recovery Tool
    • Microsoft provides the Diagnostic and Recovery tool to help diagnos issues that users may experience when using Outlook and Office 365. Unfortunately, this tool is not available for Mac users at this time. To use this tool, please navigate to the following site Once there, you will need to download and install the application. Once you have installed the application:

      1. Run the application. Be sure to do this on the machine that is experiencing the issue.
      2. Select the application you are experiencing problems with.
      3. Select the problem you are experiencing and click "Next".
      4. You will be prompted for an Email address and password:
        • Email address: Enter the primary address of the account you are configuring - which will take one of the following forms:,, or
        • Password/app password: enter the password of the account you are troubleshooting (from above).
      5. The tool with run some tests to try and troubleshoot the issue.
      6. After the tests have finished, click the button in the top right corner that says "Copy result" and save these results somewhere you can easily access later in case you need to open a case with us.
      7. Next the tool may try performing other troubleshooting steps depending on what it finds, click "Perform" or "Next" to allow the tool to run these troubleshooting steps.

  •  Fiddler

      1. Important: First, log out from Outlook on the web and close all browsers.

      2. Navigate to the Fiddler website.
      3. Download the Fiddler tool for your appropriate operating system.
      4. After installation, launch Fiddler.
      5. Once the tool is open, go to Tools > Fiddler Options.
      6. Make sure "Capture HTTPS CONNECTs", "Decrypt HTTPS traffic", and "Ignore server certificate errors" are selected, and then click OK.
      7. Next, choose File and make sure "Capture Traffic" is checked.
      8. Important: Next, open a browser, navigate to Outlook on the web, and check the Inbox.

      9. Once there, without closing your browser, go back to the Fiddler tool and choose File > Save > All Sessions... and save the file.

Keywords:Office 365 o365 tools troubleshooting microsoft office365 windows connectivity autodiscover enable logging OST repair support inbox remote mfcmapi remote analyzer tool recreate file diagnostic recovery fiddler   Doc ID:60885
Owner:Ara M.Group:Office 365
Created:2016-02-16 16:49 CDTUpdated:2016-10-24 15:58 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Office 365
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