{"id":11196,"date":"2017-08-15T13:00:43","date_gmt":"2017-08-15T17:00:43","guid":{"rendered":"http:\/\/www.sherweb.com\/blog\/?p=11196"},"modified":"2020-04-14T14:12:59","modified_gmt":"2020-04-14T18:12:59","slug":"microsoft-support-and-recovery-assistant","status":"publish","type":"post","link":"https:\/\/www.sherweb.com\/blog\/microsoft-ecosystem\/office-365\/microsoft-support-and-recovery-assistant\/","title":{"rendered":"How to Use Microsoft Support and Recovery Assistant in 8 Steps"},"content":{"rendered":"<p>Microsoft Support and Recovery Assistant for Office or Microsoft 365 is an application introduced by Microsoft that helps users fix problems within Office 365 applications like Outlook, Power BI, and Office (Word, Excel, PowerPoint, etc.) through a few simple steps.<\/p>\n<p>&nbsp;<\/p>\n<h3><a href=\"https:\/\/info.sherweb.com\/office-365-admin-guide.html\" target=\"_blank\" rel=\"noopener noreferrer\">Are you managing multiple Office 365 tenants? If yes, read our guide, <em>15 Tricks to Succeed in Managing Multiple Office 365 Tenants<\/em> to help you save time. Click here to learn how.<\/a><\/h3>\n<p>&nbsp;<\/p>\n<h2>How Does It Work?<\/h2>\n<p>The tool uses a predefined repair and recovery algorithm to solve problems in Office 365. Support and Recovery Assistant helps reduce engineer tickets for Office or Microsoft 365. With the Support and Recovery Assistant, most problems are automatically resolved, but if the assistant is unable to find a solution, it lists a series of additional steps you can take. As problems arise, the tool is frequently updated with new patches.<\/p>\n<p>&nbsp;<\/p>\n<h2>8 Steps to use Microsoft Support and Recovery Assistant for Office apps<\/h2>\n<h3>1) Download the Support and Recovery Assistant<\/h3>\n<p>Download the tool <a href=\"https:\/\/outlookdiagnostics.azureedge.net\/sarasetup\/SetupProd.exe\">here<\/a>. Note that you must install the Recovery Assistant on the affected machine in order for it to properly diagnose and troubleshoot the issues you&#8217;re experiencing.<\/p>\n<p>&nbsp;<\/p>\n<h3>2) Launch the Assistant<\/h3>\n<p>Once the assistant is installed on your machine, launch it.<\/p>\n<p>&nbsp;<\/p>\n<h3>3) Select the Application that Needs Troubleshooting<\/h3>\n<p>Select the application that you are having issues with from the list, and click <strong>Next<\/strong>. We\u2019ll select Outlook as an example.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11198 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Application.png\" alt=\"Select the Application\" width=\"796\" height=\"598\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Application.png 796w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Application-300x225.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Application-768x577.png 768w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Application-600x451.png 600w\" sizes=\"auto, (max-width: 796px) 100vw, 796px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3>4) Select the Problem You\u2019re Having<\/h3>\n<p>Select all problem descriptions that match the issue you are experiencing, and click <strong>Next<\/strong>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11199 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Problem.png\" alt=\"Select the Problem\" width=\"691\" height=\"597\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Problem.png 691w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Problem-300x259.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Select-the-Problem-600x518.png 600w\" sizes=\"auto, (max-width: 691px) 100vw, 691px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3>5) Work on the Affected Machine<\/h3>\n<p>Select &#8220;Yes&#8221; when asked if this is the affected machine. Click <strong>Next<\/strong> to proceed.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11201 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Work-on-the-Affected-Machine.png\" alt=\"Work on the Affected Machine\" width=\"800\" height=\"602\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Work-on-the-Affected-Machine.png 800w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Work-on-the-Affected-Machine-300x226.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Work-on-the-Affected-Machine-768x578.png 768w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Work-on-the-Affected-Machine-600x452.png 600w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3>6) Log In to Your Office 365 Account<\/h3>\n<p>You should now see a login page for Office or Microsoft 365. Sign in with your email and password. Click Next to begin the diagnosis.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11216 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Log-In-to-Your-Office-365-Account.png\" alt=\"Log In to Your Office 365 Account\" width=\"801\" height=\"600\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Log-In-to-Your-Office-365-Account.png 801w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Log-In-to-Your-Office-365-Account-300x225.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Log-In-to-Your-Office-365-Account-768x575.png 768w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Log-In-to-Your-Office-365-Account-600x449.png 600w\" sizes=\"auto, (max-width: 801px) 100vw, 801px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3>7) Let the Assistant Fix the Issue<\/h3>\n<p>Once Microsoft has checked all possible solutions to your problem, it will display a diagnosis report and a summary of actions the tool performed on your device.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11219 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Let-the-Assistant-Fix-the-Issue.png\" alt=\"Let the Assistant Fix the Issue\" width=\"555\" height=\"415\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Let-the-Assistant-Fix-the-Issue.png 555w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Let-the-Assistant-Fix-the-Issue-300x224.png 300w\" sizes=\"auto, (max-width: 555px) 100vw, 555px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3>8) Advanced Diagnostics<\/h3>\n<p>If your problem was not fixed automatically, you can choose to obtain advanced diagnostics from Support and Recovery Assistant to generate a detailed report. Note that this option is currently only available for Outlook and Exchange.<\/p>\n<p><strong>Step 1:<\/strong> Launch the assistant and select the &#8220;Advanced diagnostics&#8221; option. If you&#8217;re working with a Microsoft support agent, you can also check the option at the bottom that reads &#8220;I am working with Microsoft support personnel on this issue&#8221;.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11221 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Advanced-diagnostics.png\" alt=\"Advanced diagnostics\" width=\"800\" height=\"599\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Advanced-diagnostics.png 800w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Advanced-diagnostics-300x225.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Advanced-diagnostics-768x575.png 768w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-Advanced-diagnostics-600x449.png 600w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Step 2:<\/strong>\u00a0Select your Outlook type from the options. We&#8217;ve selected Exchange Online to illustrate.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11231 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-selected-Exchange-Online.png\" alt=\"selected Exchange Online\" width=\"801\" height=\"599\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-selected-Exchange-Online.png 801w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-selected-Exchange-Online-300x224.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-selected-Exchange-Online-768x574.png 768w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-selected-Exchange-Online-600x449.png 600w\" sizes=\"auto, (max-width: 801px) 100vw, 801px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Step 3:<\/strong> Select the first option to check your Exchange Online connection. If the tool doesn&#8217;t find anything, you&#8217;ll need to check the second option to perform an authentication check on your email ID.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11242 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-check-your-Exchange-Online-connection.png\" alt=\"check your Exchange Online connection\" width=\"800\" height=\"601\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-check-your-Exchange-Online-connection.png 800w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-check-your-Exchange-Online-connection-300x225.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-check-your-Exchange-Online-connection-768x577.png 768w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-check-your-Exchange-Online-connection-600x451.png 600w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Step 4:<\/strong> once the Support and Recovery Assistant finishes its validation, it will show a detailed diagnosis report like the one below, which you can share with a Microsoft support technician for a better understanding of the problem.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11264 aligncenter\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-detailed-diagnosis-report.png\" alt=\"detailed diagnosis report\" width=\"799\" height=\"598\" srcset=\"\/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-detailed-diagnosis-report.png 799w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-detailed-diagnosis-report-300x225.png 300w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-detailed-diagnosis-report-768x575.png 768w, \/blog\/wp-content\/uploads\/How-to-Use-Microsoft-Support-and-Recovery-Assistant-detailed-diagnosis-report-600x449.png 600w\" sizes=\"auto, (max-width: 799px) 100vw, 799px\" \/><\/p>\n<h3><\/h3>\n<h2>Still Having Problems?<\/h2>\n<p>If Support and Recovery Assistant was unable to identify or fix the issue with your system, please get in touch with <a href=\"https:\/\/www.sherweb.com\/en-ca\/office-365\/our-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">a support service<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/info.sherweb.com\/office-365-admin-guide.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-11596 size-full\" src=\"https:\/\/www.sherweb.com\/blog\/wp-content\/uploads\/office-365-admin-guide-blog-cta.jpg\" alt=\"Office 365 Admin Guide Blog CTA\" width=\"687\" height=\"262\" srcset=\"\/blog\/wp-content\/uploads\/office-365-admin-guide-blog-cta.jpg 687w, \/blog\/wp-content\/uploads\/office-365-admin-guide-blog-cta-300x114.jpg 300w, \/blog\/wp-content\/uploads\/office-365-admin-guide-blog-cta-600x229.jpg 600w\" sizes=\"auto, (max-width: 687px) 100vw, 687px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Microsoft Support and Recovery Assistant for Office 365 is an application introduced by Microsoft","protected":false},"author":177,"featured_media":11197,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[751],"tags":[463],"class_list":["post-11196","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-office-365","tag-office-365"],"yoast_head":"<!-- This site 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