We continue to update these FAQs. If your question isn't answered here, please contact the IT Service Desk at help.ucsf.edu, or ask your colleagues on the Office 365 Team.

Office 365 general functionality

How do the features of Office on the Web compare with Office desktop applications?

Office on the Web applications are not as full-featured as Office desktop applications. Please see our Office 365 Training Resources for tip sheets summarizing some of the key differences, or visit a full-feature comparison on Zubair Alexander's blog. 

Are email.ucsf.edu and office.ucsf.edu the same?

Use the same UCSF login credentials for both URLs. Office.ucsf.edu brings you directly to your Office 365 homepage, where you will be able to access your email by clicking on the Outlook icon. If you log in at email.ucsf.edu, you will go directly to your email. You can access the other Office 365 apps by clicking on the App Launcher, which is the square of nine dots in the upper left corner of your browser tab.

How do I save my file?

Your file will save automatically as you are working. You can see the current status of your file by checking for Saved next to the file name at the top of the window.

How do I name or change the name for my file while I'm using an application?

When you are working in an application, click on the file name at the center of the application window. You will be able to enter or edit a name, and it will save automatically. 

How do I exit from an application or file when I am working online?

Simply close the browser tab for the application or file. Your work autosaves as you go.

Why would I want to "pin" a file? 

Your file will save automatically as you are working. You can see the current status of your file by checking for Saved next to the file name at the top of the window.

How do I perform advanced functions in Office 365 apps?

Some advanced functionality is not available. See the comparison documents Differences in Functionality - Word and Differences in Functionality - Excel for more information.

Can I download the desktop/thick client Microsoft Office applications?

Desktop versions of the Microsoft Office applications may be downloaded.

How do I update my password?

You cannot update your password in Office 365. Update your password using the UCSF Password Management Tool, which also provides instructions for updating your password.

Can I change the way my name or initials are displayed in Office 365?

Names, and initials based on them, are displayed "Last name, First name" in Office 365 and cannot be changed in your profile settings. To change your display name, please work with HR or your department identity manager to update to your preferred name.

Office 365 Word/Excel/PowerPoint

What is the file size supported for Word or Excel for the web?

• There is a 50MB file size limit to Edit a document in Word or Excel on the web.
• There is no limit to view files in Word or Excel for the web, but it is subject to a 60-second time out for file download. This time out can affect the perceived file size limit

What is the file size supported for PowerPoint for the web?

• There is no limit to View files in PowerPoint for the web. But it is subject to a 60-second time out for file download. This time out can affect the perceived file size limit. 
• The file size limit to Edit a document in PowerPoint is 300MB. This is subject to the overall 60-second time out for file downloads, so it is possible that smaller files will hit that timeout. In addition, for embedded media, the size limit is 100MB for most embedded media types. For WAV files, the limit is 100KB.

Office 365 OneNote

Can I use OneNote on my Mac?

Macs imaged by UCSF do not include OneNote. This application may be available in the future.  

Why can't I access OneNote files on my desktop through OneDrive?

UCSF does not currently allow desktop OneNote connections. This functionality is expected to be available in the coming months.

Office 365 OneDrive

Are there file size limitations in OneDrive? Will there be sufficient storage for Zoom recordings?

The largest file you can upload to OneDrive is 250GB, but uploading large files is not recommended, because they are very difficult to work with on the cloud.

Are there file name limitations in OneDrive?

Yes. Please see Restrictions and limitations in OneDrive and SharePoint for more information.

Am I able to open files stored in OneDrive using my desktop application?

If you are connected to the VPN, you are able to select Open in Desktop App to open and view or edit files in your desktop application rather than using the online applications. For security reasons, at this time you are not able to use the Open in Desktop App function if you are not on the VPN. This functionality will be made available in the future, but for now, please use the Office on the Web applications to edit files stored in OneDrive.

How do I change the name for my file while in OneDrive?

• Select the file you wish to rename by clicking in the round button to the left of the name and then clicking on Rename in the ribbon across the top of the OneDrive application.
• Alternatively, hover above the row that has the file and click the three vertical dots following the file name. Next, select Rename from the menu that appears, then edit the file name.

How can I let someone add files to and edit files in a folder?

• To move an existing file in OneDrive to the folder, please use the toolbar functionality Move To, which displays after you have checkmarked the files that you want to move.
• When sharing a folder in OneDrive with someone, the originator must provide Editing rights to make the other person able to drag a file to the folder. Also, the other person can only drag files from the originator's desktop to the folder.

Why did I receive the message "Heads up! We noticed that you recently deleted a large number of files from your OneDrive"?

OneDrive will display this message if you delete a large number of files at once. If you deleted these files in error, open your Recycle Bin from the left-side menu in OneDrive, select the files you wish to recover and use the Restore button at the top of your file list to recover them.

Can I recover a file that I accidentally deleted in Office 365? 

To recover a file that has been deleted, go to OneDrive and then open the Recycle Bin from the menu on the left. Once you have selected the file(s) you need, a Restore option will appear on the bar above the file list. Click Restore to be able to view and open this file in your OneDrive files. 

How long are files that I accidentally deleted available in the Office 365 OneDrive Recycle Bin?

Deleted files are kept in the Recycle Bin and can be restored for 93 days. If you emptied the Recycle Bin, you can retrieve files until the original 93 days have passed by clicking the Second stage recycle bin link below your deleted file list.

Can I store my personal photos on OneDrive?

University policy discourages storing personal data on University storage. Camera upload in OneDrive is turned off by default. Please do not turn on this profile option in OneDrive.

Office 365 Teams

Why am I not getting notifications of messages in Teams?

Notifications for Teams are turned on in the app by default. If you are not getting notifications, check your browser settings. To change settings in Chrome, the recommended browser for Office 365 including Teams, follow the Chrome support instructions to Fix Issues with Notifications.

Why am I not receiving phone or video calls made in Teams?

Phone and video calls require that pop-ups be allowed, but Chrome disables pop-ups by default. You can manage pop-ups, and permit them for Teams, by following the Chrome support instructions to Allow Pop-ups from a Specific Site.

How do I record a Teams meeting?

To comply with HIPAA, UCSF does not currently permit recordings of meetings in Microsoft Teams.

I'm concerned about the privacy of my teams and channels. Can anyone access or see into my Teams?

Office 365 global admins and teams administrators can add themselves to Teams and SharePoint sites. This is the case for email access as well. There is no direct access to resources, and admins have to explicitly assign permissions to themselves, and all these actions and activities will be logged in Azure/CipherCloud audit logs. Teams owners can review membership at will.

I am setting up a Microsoft Teams meeting but there is no call in number. Is there an option to set up an audio line within Teams?

Zoom is our enterprise call and video conferencing solution. Teams is our preferred online collaboration tool.

Add the zoom add-in into your Teams app.

Office 365 Mobile

Why can't I save or share a file from one of the Office 365 mobile apps in another app or location?

To ensure security, you are not able to download files from your UCSF OneDrive, Outlook or other Office 365 applications onto your phone or share them using other applications. You can view, edit and share files on your mobile device, but changes must be saved to the secure OneDrive storage and shared through secured Office 365 applications.

What does Microsoft Authenticator do, and why do I need it?

In order for Office 365 mobile apps to authenticate themselves with UCSF security infrastructure, you need to install the Microsoft Authenticator app on your iOS mobile device (Apple iPhone or iPad). UCSF has configured its Office 365 mobile apps on iOS to use the Microsoft Authenticator app in the background. 

What does Microsoft Intune do, and why do I need it?

• In order for Office 365 mobile apps to authenticate themselves with UCSF security infrastructure, you need to install the Intune Company Portal app on your Android phone. UCSF has configured its Office 365 mobile apps on Android to use the Intune Company Portal app in the background.
• You only need to install the Intune Company Portal app, and you DO NOT NEED to complete any additional tasks (e.g., device setup) to "get your device managed."

Why can't I copy and paste from an Office 365 app, such as Word, into a different app, such as a text message, on my mobile device?

To ensure data security, copy and paste functions are not permitted for moving data from an Office 365 app to a different app on your phone or tablet.

Why can't I save an Office 365 file, such as a Word document, onto my phone or tablet or private cloud storage, such as iCloud?

To ensure data security, files located in UCSF OneDrive or created in an Office 365 app cannot be saved or opened in a different app or storage location on your mobile device.

Why can't I take a screenshot of my work in an Office 365 app, such as Word, while I'm working on my Android phone or tablet?

To ensure data security, security policy on Android devices prevents taking screenshots of content in an Office 365 app. This security option is not currently available for iOS devices.

What version of iOS do I need on my iPhone or iPad to use the Microsoft Office 365 apps?

Your iOS device needs to be at version 12 or higher in order to use all the apps supported by UCSF.

What operating system do I need on my Android mobile device to use the Microsoft Office 365 apps?

Your Android device needs to be at version 8 or higher in order to use all the apps supported by UCSF.

How do I change the PIN that I use to access Office 365 apps on my mobile device? 

You will need to enter your PIN (or use a fingerprint or FaceID) each time you open a file-based app, such as Word, Excel or PowerPoint, or every five minutes when using other apps such as Teams and OneDrive.

Can I set up my UCSF Office 365 account on the same device where I have my Office 365 personal account? 

Yes. You are able to use both a personal account and a UCSF Office 365 account on the same device. You cannot share files between these accounts or access files from one account while in the other account. Click on your profile initials or image in the top left corner to verify which account you are currently viewing.

Which apps that integrate with Office 365 Mobile are currently supported?

UCSF currently supports and has enabled integrations with Smartsheet, Zoom and Box mobile apps.

Using Office 365 in Box

Will OneDrive in Office 365 replace Box?

You are not losing any tools or functionality as part of this rollout. You will continue to be able to use and access Box as you do today. Office 365 will be an additional tool to enable remote workers and to enhance collaboration and security at UCSF. Find additional resources on Box.

Will Box folders and documents be migrated to OneDrive or be accessible through OneDrive?

Migration of Box folders and documents is not in scope for the current deployment, but it may be in the future. You will be able to open Office files on Box using Office on the Web apps. 

Will I be able to use Office 365 applications (e.g., Word Online, Excel Online) when I am in Box?

Yes. When you open a Microsoft Office file in Box, you will see an option to open the file either on your desktop or online. There will be a drop-down arrow between the application icon and download button. If you select the online option, you will be working in Office 365 and saving directly back to Box, but some of the collaborative tools available in Office 365 are currently more limited.

Is there a way to stop Box from opening the Word application when you create a new document?  I want to do it only online.

Yes! While in Box, click on your profile in the upper right and select Account Settings, then click on the Integrations tab. Scroll down to the Open Integrations section, where you can customize which application to open by default.  There are separate settings for Word, Excel and PowerPoint.

Collaboration & Sharing

Will files in shared network drives be able to be edited in Office 365?

• If you are connected to Pulse Secure VPN, you can access your shared network drives and upload files to Office 365. The files are new copies, and changes are not saved back to your shared network drives.
• To edit files on shared drives using Office 365, you must upload and open the file into Office 365, complete your edits and then download a copy (while connected to VPN) to ensure your changes are saved on the shared-drive version. Office 365 will be an additional tool to enable remote workers and to enhance collaboration and security at UCSF.
• Sharing and Managing Permissions in OneDrive

Will students be able to use Office 365?

Office 365 will be available to all users with UCSF logins.

Will shared drives be retired as part of this project?

You will continue to be able to use and access shared drives as you do today. Office 365 will be an additional tool to enable remote workers and to enhance collaboration and security at UCSF.

Can I use Microsoft Office on my local device and sync my files to OneDrive?

Not at launch, but we will enable this at a later date. We are encouraging the use of Office on the Web rather than syncing in order to reduce the number of devices with institutional data stored on them that could potentially be damaged, stolen or hacked. This also alleviates the VPN traffic, as synchronizing requires you to be connected to VPN and floods the VPN channel, which defeats the purpose of collaborating in the cloud.

Will we be able to share folders to a group of users based on their being in a designated AD group?

Not at launch, but we will enable this at a later date.

Can I share a file through a UCSF distribution list?

Yes. Since a distribution list only includes individuals internal to UCSF. In the Share permission menu, make sure Anyone at UCSF who has the link is selected. You can also use the Outlook option to send a link through a distribution list or listserv, but only individuals  with UCSF identities will be able to access it.

Security and Privacy (PHI)

How do I mark a file as containing PHI or other confidential data?

You can proactively secure files by adding "Secure^" anywhere in the filename (no space between Secure and ^). CipherCloud will encrypt any file with "Secure^" in the filename. In addition, you can add "Secure^" to a folder name, and any files you copy to that folder will be encrypted. External collaborators will not be allowed to access these files. Learn more Restricted Data –Encryption in Office 365.

How do I know that my file with PHI is secure?

You will be able to tell that the file is encrypted because the filename will be appended with .ccsecure, and a PDF marker file with the same name will tell you what has happened to your file and how to work with it now that it is encrypted.

Can I share documents with restricted (PHI) data with my colleagues at UCSF?

Yes. You can share documents with restricted (PHI) data with UCSF colleagues who have authenticated with their UCSF identities. 

Can I share documents containing restricted (PHI) data with colleagues who are NOT part of UCSF?

No. Documents with restricted (PHI) data cannot be shared with collaborators who do not have UCSF identities. Once external collaboration has been enabled, external collaborators cannot be added to a document with restricted (PHI) data. If restricted (PHI) data is added to a document that has external collaborators, access for the external collaborators will be automatically removed.

Can I secure a folder? 

No. Folders cannot be encrypted. 

Why can't I download?

Downloading is only permitted if you are on the VPN. This security feature prevents downloading if your device has not met security requirements. Devices that have logged in through VPN and have an active token are able to download until the token expires, even if they log off the VPN network before the token expires.

Why am I able to download documents after logging off the VPN?

Devices that have logged on through VPN and have an active token are able to download until the token expires.

Will Office 365 work over VPN?

Yes. Office 365 can be used over Pulse Secure VPN. In order to better manage bandwidth and traffic on the VPN, however, we are encouraging users not to use VPN when working in Office 365 unless using VPN is part of their necessary standard work access. You will need to connect to VPN to download files from Office 365 to your computer.

Will retention policies be applied to documents in OneDrive?

Not at launch, but we will enable this at a later date.

Office 365 Add-ins

Can EndNote or other citation managers be used with Word on the Web?

EndNote is only available as an add-in for the desktop version of Word. Other citation managers like Mendeley are compatible with Word for the Web. We will evaluate them after the launch.

Are there any limits to the size of files, amount of storage or bandwidth with Stream?

Please see Quotas and limitations in Microsoft Stream for details.

I am setting up a Microsoft Teams meeting but there is no call in number. Is there an option to set up an audio line within Teams?

Zoom is our enterprise call and video conferencing solution. Teams is our preferred online collaboration tool.

Add the zoom add-in into your Teams app.

Known Issues

O365: I see a 404 Not Found error when I try to open a file from my recent or pinned list.

If you have deleted or changed the name of a file, you may see a 404 Not Found error because the file name or the item is different from these shortcuts. If the file was renamed, go to OneDrive to find the file under its current name.

O365: I don't see any recent files in the "Recent" view in my Office 365 homepage.

As you begin using Office 365, files will become visible in the Recent view. You will not see any file when you first begin using Office 365, and it may take time for this area to be populated. Over time, the content will change based on what you have been accessing most recently.

O365: I don't see any recent files in the "Discover" view in my Office 365 homepage. 

The Discover view requires SharePoint, which has not been implemented yet. The Discover view may be available in the future.

O365: I just exited a new file by closing the browser tab, but I don’t seem my file listed in "Recent."

It may take 30 to 45 seconds for a file to appear in your lists after you have created it. The file is autosaved, so wait for a moment or refresh your tab.

O365: I deleted a file, but I can see it my recent or pinned list.

If you have deleted it, you may  still see it listed under some of your shortcuts. If you try to open it, you may see  a 404 Not Found error, because the file is no longer available.

O365: My large [Word, Excel or PowerPoint] file failed to open when I used the "upload and open" function.

• File sizes are limited during editing, so they must be smaller than the limits to use the "upload and open" option. Additionally, files that are within these limits are subject to time out failure if they do not load within 60 seconds.
• If your file is smaller than the limits (Word 50MB; Excel 5MB; PowerPoint 300MB), try uploading again. You may need to upload from a location with a higher-speed internet connection to complete the upload in less than 60 seconds.

O365: I changed the permission on a document I shared, but a collaborator who was currently editing was able to continue.

If a collaborator has a document open while permissions are changed, the editing session will not close. The next time the collaborator tries to open the file, however, he or she will not be able to edit (or to open, if you have removed all access).

Word: There is not an option to "Restore" to an earlier version of my file when I view Version History under "File in Word."

• Currently the Restore option is not available from within the Word app. However, if you are on the VPN, you are able to restore to a previous version by selecting the file in OneDrive and clicking on Version History on the bar above your file list.
• For future reference, Restore is only available when you are viewing a previous version of the file. If you are looking at the current version it is not available, because there would be no changes to restore.

Word: My formatting changed when I uploaded an older version of a Word doc to OneDrive and opened it in Word on the Web.

Save your file in a current version prior to uploading. Some formatting is not visible while using the web applications, but it will be visible if downloaded or saved as a .pdf.

Excel: I don't see Version History for Excel.

Version History is not available from within the Excel Online application.

Excel: Excel Online is freezing and/or flashing as I try to work.

The file size may be too large for effective work online. If you have a desktop version of Excel, download the file, work locally and upload your file for storage.

OneDrive: Share menu will not disappear from screen in IE.

Share with someone or refresh your screen.

OneDrive: My file won't save with a special character in the file name.

Files with any of the following characters cannot be saved in OneDrive for Business: ~ " # % & * : < > ? / \ { | }. Please rename your file. and it will autosave.

OneDrive: I can't access Version History from OneDrive.

Version History is not currently available in OneDrive if you are not on the VPN.

OneNote: I just exited a new notebook by closing the browser tab, but I don’t see my file listed in OneNote.

It may take 30 to 45 seconds for a file to appear in your lists after you have created it. The file is autosaved, so wait for a moment or refresh your tab.

OneNote: I do not have OneNote on my Mac.

OneNote for Macs is not supported. This is expected to change in Fall 2020.

OneNote: I got an error message when uploading and opening OneNote files created on desktop using OneNote 2016.

OneNote online uses a specific file format, and OneNote 2019 is the desktop version that matches the correct file format. If you are using OneNote 2016, the only option at this time is to copy and paste from the desktop file into an online OneNote document.

Teams: I am prompted to download the Teams desktop app when I am working in Teams on the web.

This is an automatic prompt that cannot be blocked. Please ignore this prompt and dismiss the request. Currently the desktop application for Teams is not supported by UCSF and you will likely get an error if you attempt to use the Teams desktop application.

Teams: I don't see a file I posted in a chat using Teams Mobile in the device where I posted, but I can see it using the Office 365 web app.

This is a known issue. The file will often appear to the original device after it has been viewed by another team member.

Mobile O365: I'm locked out of my Office 365 mobile apps after updating my UCSF password. 

You will need to unlock your account using the UCSF Password Management Tool here, where you can also update your password. Remember to update your password on your mobile device as soon as you change your password.