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1.1.03 How To Troubleshoot Common Download Issues
1.1.03 How To Troubleshoot Common Download Issues
Follow this general process when troubleshooting download issues for a Windows user.
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.
Verify they’re signed in with the correct account (i.e. their organizational account, personal
account, or student account). Make sure that:
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.
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.
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.