Microsoft Office - Troubleshooting

You will find the following support topics in the panels below.

Panel	Content
General	Account & Device Lock Unsupported Versions
Mac	Reactivate Office after Password Change Remove KU account from workstation License Removal Tool (Fixes Common License Issues) Uninstall Basic & Advanced Instruction
Windows	Credential Manager Fixit Tool (Fixes Licensing, Installation Issues) Reactivate Office after Password Change Remove KU account from workstation Repair Office Uninstall

General

Account lock & Device Disabled

If you are receiving a message at the Microsoft login that says your KU account is locked or your device is disabled you need to contact IT for support (see contact info below).

Office 2016/ 2019

These software products are no longer supported by KU IT.

Mac

Reactivate after password change

After changing your KU password, you will need to update that information in your Microsoft products. Follow the steps below to complete that process.

Open any Microsoft product, e.g. Word, PowerPoint, Excel. You may notice that you are no longer signed in now that the password is changed.
Click Sign In at the top left to sign in to your KU account.
Login with your KU Online ID and password to Single Sign-On. The app should now function normally.

Remove KU account from device

If you are receiving notifications regarding your KU Microsoft/Office account to your device but no longer have an active KU Microsoft license, you can remove the account from your device to stop the notifications.

Click on the Apple in the top left corner of your desktop.
Click on System Settings...
Click on Internet Accounts
Click on your KU Exchange account
Click Delete...
Click OK

License Removal Tool

Click here to download the license removal tool.
Open the .pkg file from your Mac's Downloads folder.
Select Continue and follow the prompts in the setup wizard.
Click Continue.
Click Agree.
When you're ready to complete the license removal, select Install.
Click Continue.
After the tool successfully removes the license, select Close.
Uninstall the License Removal Tool by clicking Move to Trash.

Uninstall

Basic uninstall

Open Finder.
Open Applications.
Use command+click to select all of the Microsoft products.
Ctrl+click an application you selected and click Move to Trash.

Remove Files from your user Library Folder

In Finder, click Go>Go to Folder...
In the window that opens, enter ~/Library and then hit Return on your keyboard.
Open the Containers folder.
Ctrl+click each of these folders and Move to Trash. Note that some of these folders may not be present.
- Microsoft Error Reporting
- Microsoft Excel
- com.microsoft.netlib.shipassertprocess
- com.microsoft.Office365ServiceV2
- Microsoft Outlook
- Microsoft PowerPoint
- com.microsoft.RMS-XPCService
- Microsoft Word
- Microsoft OneNote
Click the back arrow to go back to the Library folder and open Group Containers.
Ctrl+click each of these folders, if present, and Move to Trash

Warning: Outlook data will be removed when you move the three folders listed in this step to Trash. You should back up these folders before you delete them.

UBF8T346G9.ms
UBF8T346G9.Office
UBF8T346G9.OfficeOsfWebHost

Remove from Dock and Restart

If you put any of the Office applications in your Dock, go to each one and ctrl+click > Options > Remove from Dock.
Restart your Mac to complete the uninstall.

Advanced uninstall

You will need administrative rights to complete some of the steps defined below.

Step 1: Remove Microsoft 365 for Mac Applications

Open Finder.
Open Applications.
Use command(\xe2\x8c\x98)+click to select all of the Microsoft products.
Ctrl+click an application you selected and click Move to Trash.

Step 2: Remove supporting files from the Library folder

Open Finder, click Go > Computer.
Click View > as Columns.
Go to Macintosh HD and then open the Library folder.
Open LaunchDaemons.
In LaunchDaemons, ctrl+click or right-click these files if present and Move to Trash.
- com.microsoft.office.licensingV2.helper.plist
- com.microsoft.autoupdate.helper.plist
- com.microsoft.onedriveupdaterdaemon.plist
Go back and open LaunchAgents
In LaunchAgents, if present, ctrl+click or right-click this file and Move to Trash.
- com.microsoft.update.agent.plist
Go back and open PrivilegedHelperTools.
In PrivilegedHelperTools, ctrl+click or right-click these files if present and Move to Trash.
- com.microsoft.office.licensingV2.helper
- com.microsoft.autoupdate.helper
Go back and open Preferences
Ctrl+click or right-click these files if present and Move to Trash.
- com.microsoft.office.licensingV2.plist

Step 3: Remove supporting files from your user Library folder

In Finder, click Go>Home
On the Finder menu, click View > as List, and then click View > Show View Options.
In the View Options dialog box, select Show Library Folder.
Then switch back to Column view (\xe2\x8c\x98+3) and click <YourUserName>, then click Library
.
In your user library folder, click Containers.
In Containers, ctrl+click or right-click each of these files if present, and then click Move to Trash.
- com.microsoft.errorreporting
- com.microsoft.Excel
- com.microsoft.netlib.shipassertprocess
- com.microsoft.Office365ServiceV2
- com.microsoft.onedrive.findersync
- com.microsoft.Outlook
- com.microsoft.Powerpoint
- com.microsoft.RMS-XPCService
- com.microsoft.Word
- com.microsoft.onenote.mac
In your user library folder, click Cookies.
In Cookies, ctrl+click or right-click each of these files if present, and then click Move to Trash.

Warning: Outlook data will be removed if you move these folders to Trash. You should back up these folders before you delete them.

com.microsoft.onedrive.binarycookies
com.microsoft.onedriveupdater.binarycookies

In your user library folder, click Group Containers.
In Group Containers, ctrl+click or right-click each of these folders if present, and then click Move to Trash.

Warning: Outlook data will be removed if you move these folders to Trash. You should back up these folders before you delete them.

UBF8T346G9.ms
UBF8T346G9.Office
UBF8T346G9.OfficeOneDriveSyncIntegration
UBF8T346G9.OfficeOsfWebHost
UBF8T346G9.OneDriveStandaloneSuite

Step 4: Download and run the license removal tool

Follow instructions in License Removal Tool section.

Step 5: Remove from dock and restart

If you put any of the Office applications in your Dock, go to each one and ctrl+click > Options > Remove from Dock.

Step 6: Restart your computer

When you've removed all the files listed above, empty the Trash and restart your computer.

Windows

Cache

Outlook Cache may need to be cleared to fix technical issues with a users mailbox. These are the steps to clear outlook cache.

Close Outlook
Windows Key (⊞) + R
Enter %localappdata%\Microsoft\Outlook into the run box click OK
Highlight All Files & Folders and press Delete key
Open Outlook and see if the behavior persist.

Credential Manager

If you are having issues activating Office after a password change or you've previously activated Office from a former employer or education entity, this will allow you to purge those previous activations of Microsoft Office.

In the search box on the task bar, type control panel, then select Control Panel.
Select User Accounts from the control panel.
Select Manage your credentials.
Select the credential you would like to remove, either from the "Web Credentials" or "Windows Credentials" tabs.
Click Remove.
Repeat steps 3 and 4 for any other credentials you would like to remove.
Close the credential manager and restart your computer to ensure all cached information is removed.

Microsoft FixIt Tool

Select Start >Settings.
Select Apps > Installed apps.
Select the More icon next to the app you want to fix, select the Advanced options link under the name of the app (some apps don't have this option).
On the page that opens, select Repair if it's available. If it isn't available or doesn't fix the problem, select Reset.

Reactivation after password change

After changing your KU password, you will need to update that information in your Microsoft products. Follow the steps below to complete that process.

Open any Microsoft product, e.g. Word, PowerPoint, Excel
Click your name at the top of the application, it will likely have a yellow warning symbol indicating sign-in issues.
Login with your KU Online ID and password to Single Sign-On if prompted.

Remove KU account from device

Some users may experience issues with Microsoft Office and their KU account on a personal device. This can include:

Licensing errors
Office indicating that the device has been disabled, and that Office cannot be used with your KU account.
Sign-in issues with Microsoft Teams.
Syncing issues with KU OneDrive.

Typically, these errors all stem from credentials and account details saved to the operating system. Follow the steps below to disconnect your KU account from your personal computer.

Open the Settings app on your computer.
Select the Accounts option in Settings window.
Select the Access work or school option from the sidebar on the Accounts page
Click the arrow to the right of your KU account, listed by online ID, e.g., j123h456@ku.edu.
Select Disconnect. You'll have to confirm you want to remove the account.
After the account is removed, restart the computer and try to access Microsoft products again. You should be prompted to sign in using your KU credentials. To avoid saving those credentials to the device in the future, choose No, sign into this app only when prompted to stay signed in to all of your apps.

Repair Office

In some situations, errors encountered by Microsoft Office on Windows can only be resolved by either a repair or reinstall. In most instances, the "Online Repair" option will resolve issues with malfunctioning Microsoft Office products; per Microsoft Documentation: "The faster Quick Repair option is also available, but it only detects and then replaces corrupted files." To complete the Online Repair process, you'll need to have administrative access to the computer and an active Internet connection.

To repair your Microsoft Office installation:

Open Settings on your computer.
Select Apps.
Select Installed apps for list of installed applications.
Scroll down in the app list until you see the installed version of Microsoft 365 apps for enterprise.
Click on the three dots to the right then click Modify.
Select Online Repair.
Click Repair.
Click Repair to confirm you'd like to start the process.

The online repair may take some time to complete and is very similar to the installation process. Once complete, restart the computer to see if your issues with Microsoft Office have been resolved. If you're still having issues after running the online repair, the next step would be to entirely uninstall Microsoft Office and reinstall it.

Uninstall

In the search box on the task bar, type control panel, then select Control Panel.
Select Programs and Features.
Click your Microsoft Office product then click Uninstall.
If you see multiple versions of Microsoft Office Installed. It best practice to remove all versions before proceeding.
Follow the prompts to complete the uninstall.
Restart your computer.
To reinstall, please see the related article Office Suite Installation and Activation.

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Microsoft Office - Troubleshooting

General

Account lock & Device Disabled

Office 2016/ 2019

Mac

Reactivate after password change

Remove KU account from device

License Removal Tool

Uninstall

Basic uninstall

Remove Files from your user Library Folder

Remove from Dock and Restart

Advanced uninstall

Step 1: Remove Microsoft 365 for Mac Applications

Step 2: Remove supporting files from the Library folder

Step 3: Remove supporting files from your user Library folder

Step 4: Download and run the license removal tool

Step 5: Remove from dock and restart

Step 6: Restart your computer

Windows

Cache

Credential Manager

Microsoft FixIt Tool

Reactivation after password change

Remove KU account from device

Repair Office

Uninstall

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