15.6 Troubleshooting Office 365 Issues

15.6.1 Obtaining Installation and Provisioning Logs

By default, CloudAccess does not generate an installation log when you install the connector for Office 365. If you want a log of the installation, you must launch the installer from the command line using the appropriate command. For more information, see Section 12.3, Installing the Connector for Office 365.

The connector for Office 365 integrates with the Windows Event Log. The Windows Event Log displays the connector for Office 365 events as O365ConnectorEventLog. For more information about the Windows Event Log, see Windows Event Log.

15.6.2 Office 365 Logout Error on Mobile Devices

If you configure Office 365 applications to launch with Safari on mobile devices, users are likely to encounter an issue when they try to log out of Office 365. When they tap the Sign out link at Office 365, they get the following Microsoft error: “Sorry, but we're having trouble signing you out.” If they go back to the MobileAccess app and tap the Office 365 appmark again, they get another Microsoft error: “Sorry, but we're having trouble signing you in.

After this issue has occurred, the workaround for users to be able to use the Office 365 appmark again is to manually clear the cache and cookies in the Safari browser. However, if you want users to launch Office 365 in Safari, you can avoid this issue by having them set Safari’s cookie handling to “Never” block cookies. On iOS mobile devices this option is in the following location: Settings > Safari > Privacy and Security > Block Cookies.

15.6.3 Display Name Does Not Change in Office 365 after Changing It in Identity Source

Issue: If you change the display name of a user in Active Directory or eDirectory, the display name in Office 365 does not change accordingly. CloudAccess constructs the display name from the first and last name and does not synchronize the display name and full name from the identity source.

Workaround: Instead of changing the display name in the identity source, change the user's first and last name instead.

15.6.4 Office Web Apps Cannot Be Assigned or Unassigned Without SharePoint Online

When you assign or unassign Office 365 subscriptions to users, if you select Office Web Apps, you must also select SharePoint Online. This is a Microsoft Office 365 dependency, and the Office 365 admin portal page displays an error if you attempt to assign or unassign subscriptions without also selecting SharePoint Online. The Policy Mapping page in CloudAccess does not actually prevent you from assigning Office Web Apps by itself, but nothing happens and the logs show Unable to assign this license. In addition, if you assign several subscriptions to a user, and you include Office Web Apps but do not include SharePoint Online, none of the other licenses in that operation are applied until you add SharePoint Online. This behavior occurs on the Office 365 admin portal page as well as in CloudAccess.

15.6.5 Connectors for Office 365 that are Configured for Domain and Subdomains Do Not Work Correctly

Issue: If you configure a connector for Office 365 for a parent domain and then configure connectors for one or more child domains, users in the child domains do not see their assigned appmarks. Office 365 sends the same metadata for each domain, so the landing page shows only one of them. Users with policy mappings to the first connector installed can still see their appmarks.

Workaround: Microsoft does not support subdomains having different federated settings than their parent. To use a subdomain for Office 365, ensure that either you do not use Office 365 with the parent domain, or that both the parent domain and its subdomain have the identical federation settings.

15.6.6 Installation Fails with Error: System.Runtime.InteropServices.COMException

Issue: If you are installing the connector for Office 365 on a domain-joined server, but you are logged in as a local machine administrator, the installation fails with the error: System.Runtime.InteropServices.COMException

Solution: You must be logged in to the domain-joined server as a domain administrator or install the connector on a stand-alone Windows Server that is not part of the domain.