Office 365 Frequently Asked Questions

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.

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.

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

Desktop versions of the Microsoft Office applications may be downloaded and installed from the following links:

software.ucsf.edu

• MyAccess login is required. 
• Choose the Productivity Suite for your platform and follow the linked instructions. 

office.com

• Click on the App Launcher (the 9 dots left of the office 365 logo) and install the full office suite, or install the required apps. 

NOTE: The use of "New Outlook" on a Mac OS is strongly discouraged at this time.

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 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 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 13.1 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.

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.

Office 365 Add-ins

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.

Known Issues

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.

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.

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.

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.

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.

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.

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).