Welcome to USMA IT Service Desk

Troubleshooting Office 365
Common Issues:

I forgot my password

If you’ve forgotten the password for the work or school account you use with Office 365, you can reset it at: https://passwordreset.microsoftonline.com/

Password complexity requirements are currently set to 15 characters and 3 of 4 character types (uppercase, lowercase, numbers, and special characters).

Note: It may take up to an hour for password changes to propagate across all devices

Can't sign in to your account?

Microsoft has more than one kind of Office 365 service and each service has its own sign-in page. Where you sign in depends on which service you’re using. Sign in with your work or school account at https://www.office.com/signin. This is the account that was created for you.

Your Mailbox has been temporarily moved Error in Outlook

[SOLVED] See how to fix this error

Re-Direct @usma.edu Email

Re-Direct @usma.edu Help Guide

In order to forward email from @usma.edu to @westpoint.edu, use the following steps:

  • Create a new contact in your personal address book that is your westpoint.edu email.
    Click New Items -> Contact
    Enter your name in the full name field and your @westpoint.edu in the email field.
    Click Save & Close.
  • In Outlook, Click File -> Manage Rules &Alerts.
  • Ensure that your @usma.edu email is showing in the top dropdown box.
  • Click New Rule
    Click Apply rule on messages I receive then Next
    Do not check any boxes, just click Next
    Outlook will confirm that you want this rule applied to every message, click Yes
  • Check the box next to redirect.
    If you want something else done with messages (auto reply, delete, etc.), check that box as well.
    Click on the underlined text in the Edit box that says “people or public group”
    Select the contact that you created in step 1 above as the destination of your redirect and click Next.
    Click in the top right dropdown box and select Contacts.
    Find the contact created above and double click.
    You should now see your contact listed in the To: box at the bottom of the window.
    Click Next.
    Click next since we don’t want to exclude any messages from this rule.
  • Name the rule whatever you would like, decide if you want it to run on current Inbox items, and ensure the Turn on this rule box is checked, then click Finish. The Rule should look something like this:

Non-compliant Error

Experiencing an issue with your android phone showing not compliant in the company portal when it is actually for the ‘threat scan on apps’ setting Go to the Google Play Protect settings (Settings ->Google->Security->Google Play Protect -> Setting Gear in upper right-hand corner-> Turn off “Scan Device for Security threats”. Go to company portal and have it evaluate your compliance -> It should fail because you just turned off the app scanning. Return to the Play Protect settings and Re-enable “Scan Device for Security Threats”. Go back to Company Portal and re-evaluate your compliance and it may now correctly recognize your device is compliant.

How many licenses does each user have for Office 365?

Each user has 15 licenses they can use to install the O365 products on government and personally owned devices.
Users may install on a total of 5 computers (e.g., laptops, desktops), 5 phones, and 5 tablet devices.
Shared personal devices (e.g., home computers) are, IAW MS Licensing, supposed to have a license per sharing user. This includes home usage while assigned to USMA.
Family Sharing:
USMA has not purchased licenses that enable family sharing. Microsoft sells “Office 365 Home” that allows users to share their applications’ with up to 5 family members (see also: share your O365).
If you install Office Pro Plus at home, and your family members don’t have an Office 365 account to log in, they will only be able to read/view Office suite files. They will not be able to edit or save Office suite files.

What is Multi-Factor Authentication?

Multi-factor authentication (MFA) is a method of authentication that requires
the use of more than one verification method and adds a second layer of security to user sign-ins and transactions.

What devices can I install Office 365 on?

PC: Office 2016 versions of Word, Excel, PowerPoint, OneNote, Outlook, Publisher, and Access. Windows 7 or later required. Mac: Office 2016 versions of Word, Excel, PowerPoint, OneNote and Outlook. Office 2016 for Mac requires Mac OS X 10.10 or later.

Windows tablet: Office 2016 versions of Word, Excel, PowerPoint, OneNote, Outlook, Publisher, and Access. Windows 8 or later required.
Office Mobile applications (Word, Excel, PowerPoint, and OneNote) require Windows 10.
Windows phone: Office Mobile applications (Word, Excel, PowerPoint, OneNote, Outlook Mail, and Outlook Calendar) require Windows 10.
Set up Windows phone and tablets with eMail and office

iOS: Office for iPad® and iPhone® requires iOS 10.0 or later. Office for iPad Pro™ requires iOS 10.0 or later. Office is supported on the two most recent versions of iOS.
When a new version of iOS is released, Office’s Operating System requirement becomes the then-current two most recent versions: the new version of iOS and the previous version.
Set up Office apps and email on iOS devices
Set up email in Outlook for iOS mobile app

Android: Office for Android™ can be installed on tablets and phones that meet the following criteria: running any of the last 4 major versions of Android and have an ARM-based or Intel x86 processor.
Set up email in the Outlook for Android app
Set up Office apps on Android

Other Devices:
Blackberry phones
Nokia (Symbian OS)
Windows 6.5 Mobile
Other tablets & phones

How do I remove a device from Microsoft Intune - Company Portal?


Evolve 365 Live Support:

You have access to an online, self-help, training portal with thousands of easily searchable videos to help you get started using the new tools available to you in Office 365.

Evolve 365 Training Portal

Evolve 365 Resource Library

Printable Training Guides to get you Started

Microsoft Teams Quick Setup Guide

Additional Teams Training Videos

Microsoft Planner Quick Start


Focused training is available for all of the following topics:

File Sharing

SharePoint Sites

Microsoft Teams

Instant Messaging

Online Meetings

Interested in enrolling in a training course to help you learn about the Office 365 applications?
Check out this Welcome to Office 365 skill track in Evolve 365. Remember to click Enroll at the top of the page.

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