Software Issue - Outlook and Microsoft 365

Use this when a Microsoft 365 app is slow, failing to sign in, not syncing, or showing an error.

Quick checks

• Close and reopen the affected app.
• Check whether the web version works.
• Check for Microsoft 365 updates.
• Restart the computer if multiple Office apps are affected.
• Do not clear local data if you have unsynced work unless IT confirms it is safe.

Steps to try

1. Confirm whether the issue happens in the desktop app, web app, or both.
2. If Outlook is affected, test Outlook on the web.
3. If Office on Mac is affected, open a Microsoft 365 app and go to Help > Check for Updates.
4. If a specific mailbox, calendar, file, or SharePoint link is affected, test another item to compare.
5. For Outlook sync issues on Mac, IT may ask you to reset or clear cache after confirming synced data is safe.

Submit a ticket when

• The issue continues after update/restart checks.
• A shared mailbox, calendar, or business-critical file is affected.
• The web version works but the desktop app does not.
• You see a repeatable error message.

Official references

• Update Office for Mac
• Clear Outlook cache for Mac