Office 365 Help Desk Troubleshooting Guide

The original Source is- https://blogs.technet.microsoft.com/ptsblog/2013/10/25/office-365-help-desk-troubleshooting-guide/#Email_and_Calendar.This resource is for first-level help desk agents who support Office 365. It provides easy access to help topics and KB articles that will help you quickly resolve the most common issues that we’ve found Office 365 users encounter. You’ll also find tools and resources for additional troubleshooting.

How to Use this Guide

When you receive a call from a user who has an issue, first identify the issue user is having or the task he or she is trying to accomplish. Then find the appropriate section in this document and use the tables to pinpoint the specific issue or task. Click the links for recommended articles that will help troubleshoot and resolve the user’s problem.

Click a category below to see the common issues and tasks for that area:

1. Sign-in
2. Office 365 Email and calendar
3. SharePoint and SkyDrive Pro
4. Office 365 ProPlus desktop programs
5. Lync and Web conferencing
6. Advanced Office 365 Troubleshooting Tools

If you are an Office 365 administrator, for more information about support options see Get support for Office 365.

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Sign-In

Common issues and tasks related to Office 365 sign-in are listed in the following table. If a user needs help with one of frequently mentioned scenarios listed below, click the link to display an article that provides troubleshooting or how-to steps.

Common Issues

I’m having trouble signing in to Office 365

I’m having trouble signing in to Lync

I’m having Outlook connection problems after an Office 365 upgrade

I forgot my password

I can't sign out of Office 365 web services

I see an error message "Your organization could not sign you in to this service"

Office 365 Email and Calendar

Common issues and tasks related to Office 365 email and calendars are listed in the following table. If a user needs help with one of frequently mentioned scenarios listed below, click the link to display an article that provides troubleshooting or how-to steps.

Common Issues

I can’t receive email

I haven’t received the message that someone claims to have sent me

My message is taking a long time to arrive at its destination

I’m having email issues after a custom domain was added

When I try to access someone's mailbox folder, I see the error "Unable to open default folders-you do not have permissions to logon"

SharePoint and SkyDrive Pro

Common issues and tasks related to Office 365 file sharing with SkyDrive Pro are listed in the following table. If a user needs help with one of frequently mentioned scenarios listed below, click the link to display an article that provides troubleshooting or how-to steps.

Common Issues

I’m having trouble with the “Open with Explorer” command

I need to recover a deleted file

I’m running into storage limits

Office 365 ProPlus Desktop Programs

Common issues and tasks related to Office 365 ProPlus desktop programs are listed in the following table. If a user needs help with one of frequently mentioned scenarios listed below, click the link to display an article that provides troubleshooting or how-to steps.