How to Troubleshoot Common Download Issues

Follow this general process when troubleshooting download issues for a Windows user.

1. Connected to the Internet?

Verify they’re connected to the Internet in one of the following ways:

 Have the end user launch a browser window and visit a website.
 If they’re using a wired connection, check that the cable is plugged in securely.
 If they’re using a wireless connection, click or hover over the WiFi icon in their system
tray to check the status of their connection.

If they’re not connected to the Internet: connect to the Internet and try downloading Office
again.

If they’re connected to the Internet but are still experiencing download issues: continue to the
next step to check for other common causes of download issues.

2. Signed in your user account?

Verify they’re signed in with the correct account (i.e. their organizational account, personal
account, or student account). Make sure that:

 They’re logged in with the account linked to the Office purchase.

 The Office applications are available to download and install on their account page.
If they’re not logged in with the account associated with the purchase or the Office
applications available: sign in with the appropriate account information (this may need to be
provided or a license provisioned by an account administrator) and try downloading Office
again.
If they’re logged in with the appropriate account information but are still experiencing
download issues: continue to the next step to check for other common causes of download
issues.
3. Downloaded the correct edition or version?
Verify they’ve downloaded the correct edition or version of Office. You may need to check:
 What edition of Office they need to download.
 What version of Office they need to download based on their system requirements.

 If there is a region-specific version of Office they need to download.

If they have not downloaded the correct edition or version of Office: determine which edition
or version they need and try downloading Office again.
If they have downloaded the correct edition or version but are still experiencing download
issues: continue probing for other potential causes of download issues and/or escalate the
problem.
 How to Troubleshoot Common Download Issues

Follow these general procedures when troubleshooting download issues for a Mac user.

1. Connected to the Internet?

Verify they’re connected to the Internet in one of the following ways:

 Have the end user launch a browser window and visit a website.
 If they’re using a wired connection, check that the cable is plugged in securely.
 If they’re using a wireless connection, click or hover over the WiFi icon in their system
tray to check the status of their connection.

If they’re not connected to the Internet: connect to the Internet and try downloading Office
again.

If they’re connected to the Internet but are still experiencing download issues: continue to the
next step to check for other common causes of download issues.

2. Signed in with user account?

Verify they’re signed in with the correct account (e.g., their organizational, personal, or student
account). Make sure:
 They’re logged in with the account linked to the Office purchase.
 The Office applications are available to download and install on their account page.
If they’re not logged in with the account associated with the purchase or the Office
applications available: sign in with the appropriate account information (this may need to be
provided or a license provisioned by an account administrator) and try downloading Office
again.
If they’re logged in with the appropriate account information, but are still experiencing
download issues: continue to the next step to check for other common causes of download
issues.
3. Downloaded the correct edition?

Verify they’ve downloaded the correct edition of Office.

If they’ve not downloaded the correct edition of Office: determine which edition they need,
and try downloading Office again.

If they’ve downloaded the correct edition but are still experiencing download issues: continue
probing for other potential causes of download issues and/or escalate the problem.
4. Able to download Installer?
Verify they were able to download the Mac Installer successfully.
If they weren’t able to download the Installer:
 Pause any other active downloads.
 If they’re using a browser other than Safari to initiate the download, stop the
download, remove the partial download, and restart the download.
 How to Troubleshoot Common Download Issues

 If they’re using Safari to initiate the download, ensure JavaScript is enabled (via
Preferences > Security > Enable JavaScript), then remove the website data (via
Privacy tab > Manage Website Data > Remove all) and restart the download.
 If the problem isn’t resolved, delete the Installer, and download it from
https://go.microsoft.com/fwlink/?linkid=532572.
If they were able to download the Installer but are still experiencing download issues:
continue probing for other potential causes of download issues and/or escalate the problem.