Troubleshoot Outlook with the Microsoft Support and Recovery Assistant

Prerequisites

• Applies to: User and Admin
• Difficulty: Easy
• Time needed: 20-30 minutes
• Tools required: Licensed Microsoft 365® user, Windows® device with Outlook®, Microsoft Support and Recovery Assistant, active network connection

For more information about prerequisite terminology, see Cloud Office support terminology.

For additional information about Microsoft 365 licensing, see our product comparison chart.

This article describes how to install the Microsoft Support and Recovery Assistant and troubleshoot Outlook issues with the Support and Recovery Assistant.

Install the Microsoft Support and Recovery Assistant

Use the following steps to install the Microsoft Support and Recovery Assistant:

1. In a web browser, navigate to the Microsoft Support and Recovery Assistant download page.

2. Select Download.

3. After the download completes, open the compressed folder.

4. Double-click the ClickOnce folder to expand the contents, then run the SaraSetup.exe application.

5. Select Install.

6. Select I agree when prompted with the Service Agreement to complete the installation.

Troubleshoot Exchange issues with the Microsoft Support and Recovery Assistant

Use the following steps to troubleshoot various Exchange online issues with the Microsoft Support and Recovery Assistant:

1. Open the Microsoft Support and Recovery Assistant application.

2. Select Outlook when prompted with Which app are you have problems with? and choose one of the following options:

   • Outlook

   • Outlook on the web

   • Outlook for a Mac

3. Click Next.

4. Select the option that best fits the issue you are experiencing and click Next.

5. Select Yes when asked Is this the affected machine?

6. Sign-in to the affected Microsoft 365 Exchange Online user when prompted.

7. After you sign in, the Support and Recovery Assistant begins to troubleshoot the selected issue automatically. After it
   performs the initial checks, select one of the following options to continue:

   • If an issue has been detected, click Yes to attempt to resolve it automatically via the Support and Recovery Assistant.

   • If prompted to Perform an action, select Perform to continue the automatic troubleshooting process.

   • If the Support and Recovery Assistant is unable to resolve your issue, click Next to receive additional information.

8. You can review the summary of the resolved issue and click Next to complete the process.

Note: If your issue has not been resolved, you can repeat the preceding steps after changing the criteria in Step 4.

Helpful tips for the Support and Recovery Assistant

• In addition to Outlook, the Support and Recovery Assistant can also attempt to resolve issues present in OneDrive and other Office applications.

• The Support and Recovery Assistant is compatible with only Windows devices.

Note: For additional information regarding the Microsoft Support and Recovery Assistant, refer to this Microsoft Support Article.