Microsoft Office 365 Troubleshooting

Overview

This article reviews how to troubleshoot common login issues for Microsoft Office 365 apps. 

Issue

The issue arises as the user is unable to log into Microsoft Office 365 apps such as Word or Excel. If the below instructions do not work, Contact CTS for any further troubleshooting.

1. The App shows the user is logged in with a triangle error next to their name
2. The app shows another user as logged in and the user is unable to sign in themselves
3. The user tries to sign in but gets stuck in a log-in loop.
4. Receiving error code 0x80180018?

General Troubleshooting

1. Confirm you're using your correct Oswego email and password.
   Your email should follow the format: your.name@oswego.edu.

2. Sign out of any existing account.

   • In the top-right corner of the Office app, click your profile photo or initials.

   • Select Sign out, and confirm when prompted.

3. Close the Office application completely.
   Reopen the same application (e.g., Word). It should prompt you to sign in or set up an account.

4. Click “Skip for now” when asked to sign in.

5. Choose “Use as view only” on the next screen.

6. Dismiss any prompt to buy a license.
   If you see a screen asking you to purchase or subscribe, you can safely exit it. No payment is needed.

7. You may see a message saying you're using an "unlicensed product."

   • Click Sign In.

   • Enter your Oswego email and password to activate Office with your school license.

8. Click “Done” when you see the confirmation screen.

9. Close and reopen the Office application one final time to ensure your sign-in was successful.

Common Errors and Problems: “Your Account Doesn’t Allow Editing”

If you see a banner message in Microsoft Word (especially on Mac) that says

“Your account doesn’t allow editing on a Mac. To learn more, contact your admin about your Office plan.”

This usually means your Microsoft Office apps haven’t been properly activated under your SUNY Oswego license.

How to Fix It:

1. Look for a button that says something like

   • Use another account or,  

   • Sign in to activate

2. Sign out of the current account if it’s not your Oswego email.

3. Sign back in using your full Oswego email and your password.

4. Restart the application to ensure the license activates correctly.

Optional: Changing Your Default File Save Location

By default, Office may try to save your files to OneDrive. If you’d rather save files locally to your computer:

1. Open any Office app (e.g., Word).

2. Go to File > Options (bottom left).

3. In the Save section:

   • Uncheck: AutoSave OneDrive and SharePoint Online files by default

   • Check: Save to Computer by default

4. Click OK.

5. Restart the Office app for the changes to take effect.

6. Save your files to a local folder on your device.

Microsoft Office 365 Crashed, and Files Were Lost

If Microsoft Office crashes and you lose your work, check if AutoRecover is enabled.

Check this link for more information: Help protect your files in case of a crash—Microsoft Support

Receiving error code 0x80180018?

1. In your System Settings Apps locate the Microsoft 365 Office app, select Advanced Options, and choose to Reset the app. Make sure to save your data and close out any 365 apps before resetting.
2. Open a 365 app.
3. At the login page, choose More Sign-In Options.
4. Choose to Sign In with an Organization.
5. Log in using your Oswego email and password.
6. If you get the error message again, you can click okay.

Additional Information

Need additional information or assistance? Contact CTS.