Troubleshooting Office 365

I would to share some advance Office 365 troubleshooting techniques I used to investigate problems with sign-in, activation, authentication, installation and update.

Troubleshooting Authentication/Sign-in/Activation Errors

To investigate about random user problem, usually sign-in prompt, you should enable Office 365 logging and compare a “working attempt” vs a “non working attempt” to compare the results.

Launch cmd as administrator and run the following command:

reg add HKCU\SOFTWARE\Microsoft\Office\15.0\Common\Debug /v TCOTrace /t REG_DWORD /d 1 /f

Once the error occurs collect the following logs:

Collect logs from %temp%
Office.log
<appname>.exe.log (where <appname> is the name of the application used for the Sign-In attempt, for example, Excel.exe.log or Winword.exe.log)

Remove the regkey added. To do this, launch cmd as administrator and run the following command:

reg delete HKCU\SOFTWARE\Microsoft\Office\15.0\Common\Debug /v TCOTrace /f

Note: if you are, as in my case, in a RDS environment, you should create a GPO to deploy/remove this registry key and cooperate with the users to collect logs when error popup

Enable O365 Logs GPO

Troubleshooting Office 365 Install/Update

Most issues with installing/updating/activating Microsoft Office 365 from the Office Portal are proxy/firewall related.
If possible, try to test using a less restricted proxy/firewall. If the process is successful on another network, you may need make adjustments to your proxy/firewall settings.
The following article can help you with determining the IP address and URL exceptions you might need to add:

Office 365 URLs and IP address ranges http://technet.microsoft.com/library/hh373144.aspx

Start to add exceptions for the IP addresses and URLs under “Office 365 ProPlus”. If you continue to have problems, add the URLs under the “Office 365 portal and identity” section.
If still have problems, try the following:
Open the command prompt (run as administrator), and use the following command to import the manual proxy settings from IE:

netsh winhttp import proxy source=ie

Now rerun the install/update
To reset winhttp back, run the following command:

netsh winhttp reset proxy

Most failed installs directly from the Office portal that are proxy related, usually fail pretty quick and usually with an error like this:

“Sorry, we ran into a problem Go online for additional help. Error Code: 30174-4.”

Or When attempting to update a client that is looking to the Office portal for updates will get something like this:

“Something went Wrong: We’re sorry, we ran into a problem while downloading updates for Office. Please check your network connection and try again later. Error Code: 30088-28 or 30088-27”

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