About the Microsoft Support and Recovery Assistant

Applies to: Office 2019, Office 2016, Office for business, Office 365 for home, Office 365 Small Business Admin, Office 2010, Office 2013.

The Microsoft Support and Recovery Assistant works by running tests to figure out what’s wrong and offers the best solution for the identified problem. It can currently fix Office, Office 365, or Outlook problems. If the Microsoft Support and Recovery Assistant can’t fix a problem for you, it will suggest next steps and help you get in touch with Microsoft support.

Click here to view steps on how to download and install the Microsoft Support and Recovery Assistant

  1. Click the button below to download the Microsoft Support and Recovery Assistant. Note: By downloading this app, you agree to the terms of the Microsoft Services Agreement and Privacy Statement
  2. Follow the steps below to download the Microsoft Support and Recovery Assistant according to your browser.Tip: The tool may take a few minutes to download and install.Edge or Internet Explorer At the bottom of the browser window, select Run to launch the SetupProd.exe.Chrome In the lower-lower left corner right-click SetupProd.exe > Open.Firefox In the pop-up window, select Save File. Next, from the upper-right of the FireFox browser window, select the downloads arrow and then select SetupProd.exe.
  3. Read the Microsoft Services Agreement, and then click I agree.
  4. Choose the app you are having problems with and click Next.
  5. Choose the problem you’re having from the list and click Next.
  6. Follow the directions the Microsoft Support and Recovery Assistant provides.

Frequently Asked Questions

Microsoft Support and Recovery Assistant System Requirements

The following operating systems are supported:

  • Windows 10
  • Windows 8 and Windows 8.1
  • Windows 7

Outlook in any of the following Office versions can be scanned:

  • Microsoft Office 365 (2019, 2016, or 2013, 32-bit or 64-bit)
  • Microsoft Office 2019 (32-bit or 64-bit; Click-to-Run or MSI installations)
  • Microsoft Office 2016 (32-bit or 64-bit; Click-to-Run or MSI installations)
  • Microsoft Office 2013 (32-bit or 64-bit; Click-to-Run or MSI installations)
  • Microsoft Office 2010 (32-bit or 64-bit)

If you are running any edition of Windows 7, you must also have .NET Framework 4.5 installed. Windows 8 and later versions of Windows include at least .NET Framework 4.5.

Which problems can the Microsoft Support and Recovery Assistant fix?

The Microsoft Support and Recovery Assistant offers the best solution for these identified problems:

Office

I get an error when I install Office

I can’t activate Office

I need to uninstall Office

Outlook

Outlook won’t start

I can’t setup my Office 365 email in Outlook

Outlook keeps asking for my password

Outlook keeps saying “Trying to connect…” or “Disconnected”

Shared mailboxes or shared calendars don’t work

I’m having problems with my calendar

Outlook stops responding

Outlook keeps crashing

I can’t send, receive, or find email

OneDrive for Business

I can’t sync my files with OneDrive

I can’t install OneDrive

Other Office apps

I can’t sign into Skype for Business

I can’t get email on my phone

I’m having trouble opening or signing in to Outlook on the web

I can’t install, connect, or enable Dynamics 365 for Outlook

There are additional scenarios for Outlook on the web, Outlook for Mac, and Mobile devices, plus advanced diagnostics for Exchange Online and Outlook.

Do I need an account to use the Microsoft Support and Recovery Assistant?

No. The following troubleshooting scenarios in the app can be run without a Microsoft account, or the work or school account you use with Office:

  • Office Uninstall
  • Office Setup
  • Office Activation
  • Outlook Advanced Diagnostics

Can I install the Microsoft Support and Recovery Assistant on my Mac?

We’re sorry, but we don’t have a version of the Microsoft Support and Recovery Assistant that can be installed on a Mac. However, the Outlook for Mac scenario in the app can troubleshoot some issues that occur on your Mac even though the app is installed on a Windows PC.

Do I need an internet connection to use the Microsoft Support and Recovery Assistant?

Yes. You’ll need an internet connection to download, install, and use the Microsoft Support and Recovery Assistant.

How do I uninstall the Microsoft Support and Recovery Assistant?

To uninstall the app from your computer, follow these steps:

  1. Open the Control Panel.
  2. Click Uninstall a Program.
  3. Locate and select Microsoft Support and Recovery Assistant.
  4. Click Uninstall/Change.
  5. Select Remove the application from this computer, and then click OK.

How can I provide feedback for problems with or suggestions for the app?

When you reach the end of a scenario in the app you’re shown a screen where you’re asked if we fixed your problem. Select any of the top three options to have the remaining questions in the screen displayed. You can enter your feedback into the box at the bottom of the screen.

This information was compiled using information courtesy of © Microsoft 2020. All rights reserved.

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