O365 - Account Troubleshooting
Modified on: Wed, 2 Oct 2024 1:05 PMIntroduction
This article outlines some steps you can take to troubleshoot connecting to your @ualberta.ca Office 365 account.
Applicability
This article is intended for use by users of @ualberta.ca Office365.
Procedure
Please try the below procedures in order. If any steps below resolve your issue, you don't need to continue following the rest.
Sign-out of Office apps:
- Attempt signing out of all Office apps on your computer and then try signing back into Office using your CCID (ccid@ualberta.ca)
- For information on how to sign out of Office apps, please see this Microsoft article.
- If you still can't sign-in try the following (on the following steps, please replace 'ccid' with your actual CCID):
- Enter ccid@ualberta.onmicrosoft.com as the username and click next
- It will ask you to enter the username again (it should be pre-populated with ccid@ualberta.onmicrosoft.com). This time enter ccid@ualberta.ca and click next.
- It should now accept ccid@ualberta.ca and you will be prompted for your password.
Remove Work/School account from your computer:
- Remove the @ualberta.ca 'Work/School' account from your computer.
- Restart your computer.
- Try signing into Office using your CCID (ccid@ualberta.ca)
- For information on how to remove the 'Work/School' account from your computer, please see this Microsoft Article. Choose your Windows version and then look under the section titled 'Add work or school accounts to your PC'.
PC Only - Reset your Office licenses:
- Download and run the 'Microsoft Support and Recovery Assistant'
- When asked to sign in, please sign-in with your ccid@ualberta.ca account.
- Follow the on-screen instructions.
Mac Only - Reset your Office licenses:
- Download and run 'Office Reset'
- Follow through the instructions in the installer. When you get to the 'Installation Type' section select 'Reset License and Sign-In'
- Continue following the instructions in the installer. When it is complete restart your Mac and attempt to sign-in to Office apps using your CCID (ccid@ualberta.ca)
Uninstall/Reinstall Office (PC):
-
Follow the instructions in this Microsoft Article to uninstall Office365 from your PC.
- Restart your PC.
- Follow the instructions in this Microsoft Article to install Office365 on your PC. Be sure to sign in with your ccid@ualberta.ca.
Uninstall/Reinstall Office (Mac):
- Follow the instructions in this Microsoft Article to uninstall Office365 from your Mac.
- Restart your Mac.
- Follow the instructions in this Microsoft Article to install Office365 on your Mac. Be sure to sign in with your ccid@ualberta.ca.
iOS Account Reset:
- Close all Office apps.
- Go to Settings
- Tap to select one of your Office for iOS apps such as Word or Excel
- Under RESET: tap Reset <app name>
- Slide to enable 'Delete Login Credentials'
- Start one of your Office for iOS apps
- Sign in using your CCID (ccid@ualberta.ca)
- Now exit and try opening one of the Office apps.