Microsoft 365 Self-Service Troubleshooting Guides

3 min read

Email Connectivity and Sync Issues #

Problem: Emails not syncing or Outlook won’t connect to Microsoft 365

Quick Fixes:

Check Internet Connection: Ensure your device is online.
Restart Outlook: Fully close and reopen the application.
Update Outlook:
Go to: File › Office Account › Update Options › Update Now
Clear Cached Credentials:
Open Control Panel › Credential Manager › Remove old Microsoft 365 entries.
Repair Account:
File › Account Settings › Account Settings › Select account › Repair

Contact Cloudifi if:
Issues persist after these steps, or you receive specific error codes. Contact Support

OneDrive File Access and Sharing Problems #

Problem: Can’t access files, sync errors, or sharing links not working

Quick Fixes:

Check OneDrive Status:
Look for red X or warning icons in the system tray.
Pause and Resume Sync:
Right-click OneDrive icon › Pause syncing › Resume after 2 minutes.
Reset OneDrive:
Press Windows + R, type:
%localappdata%\Microsoft\OneDrive\onedrive.exe /reset
Check Storage Space:
Make sure you haven’t exceeded your storage limit.
Update Sharing Permissions:
Right-click file › Share › Manage access.

Contact Cloudifi if:
Issues persist after these steps, or you receive specific error codes. Contact Support

Teams Meeting and Collaboration Issues #

Problem: Can’t join meetings, audio/video problems, or screen sharing failures

Quick Fixes:

Use Web Browser:
Try joining via web browser instead of the desktop app.
Check Camera/Microphone Permissions:
Settings › Privacy › Camera/Microphone.
Clear Teams Cache:
Close Teams, delete %appdata%\Microsoft\Teams folder contents.
Test Audio/Video:
Teams › Settings › Devices › Test call.
Restart as Administrator:
Right-click Teams › Run as administrator.

Contact Cloudifi if:
Issues persist after these steps, or you receive specific error codes. Contact Support

Office Application Performance and Crashes #

Problem: Word, Excel, or PowerPoint running slowly or crashing

Quick Fixes:

Run in Safe Mode:
Hold Ctrl while starting the application.
Disable Add-ins:
File › Options › Add-ins › Manage COM Add-ins › Uncheck all.
Repair Office Installation:
Control Panel › Programs › Microsoft 365 › Change › Quick Repair.
Clear Recent Files:
File › Options › Advanced › Display › Show this number of Recent Documents (set to 0).
Check Available Storage:
Ensure at least 15% free disk space.

Contact Cloudifi if:
Issues persist after these steps, or you receive specific error codes. Contact Support

Account Access and Authentication Problems #

Problem: Can’t sign in, password issues, or multi-factor authentication problems

Quick Fixes:

Clear Browser Cache:
Delete cookies and cached data for Microsoft sites.
Try Incognito/Private Mode:
Use a private browsing window.
Check Caps Lock:
Ensure correct password capitalization.
Use Microsoft Account Recovery:
Visit account.microsoft.com › Sign-in help.
Verify MFA Device:
Make sure your phone or authenticator app is working and synced.

Contact Cloudifi if:
Issues persist after these steps, or you receive specific error codes. Contact Support

MS 365 Password Expiration #

Sign in to the Microsoft 365 admin center, go to Settings > Org settings > Security & privacy, find the Password expiration policy, enable the setting, and enter 180 days (6 months) as the expiration duration, then save. Remember, you need admin rights, and the policy applies to your whole organization’s cloud users, with a range of 14-730 days allowed.