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SharePoint Online Matrix

 

Topic Last Modified: 2014-01-20


For the table key, see Technical Scenarios Matrix Table Key.

 

Office 365 Service

Suggested Severity

Technical Scenario

Resolution Path

Customer Self-Service Tools

support.microsoft.com KB Article #

SharePoint Online

B/C

The Quota Alerts are not working.

CM

N/A

2725197

SharePoint Online

B

A page does not render even though you can still access the site settings.

L

N/A

N/A

SharePoint Online

C

A user receives the following error message: “Access Denied.”

CM

N/A

2021672

SharePoint Online

C

A user with appropriate permissions receives the following error message: “Access Denied.”

CM

N/A

2001366

SharePoint Online

A/B

A user receives the following error message: “Could not connect to database.”

L

N/A

N/A

SharePoint Online

B/C

The workflow fails.

CM

N/A

2001370

SharePoint Online

C

A user has requested a site quota increase.

L

N/A

N/A

SharePoint Online

C

The RSS feed fails.

L

N/A

N/A

SharePoint Online

C

Excel Services fail.

L

N/A

N/A

SharePoint Online

C

Form Services fail.

L

N/A

N/A

SharePoint Online

B/C

There is a SharePoint Server error when uploading or saving documents.

CM

N/A

2012615

SharePoint Online

C

SharePoint is prompting for credentials when uploading, saving, or downloading files.

L

N/A

N/A

SharePoint Online

A/B

The SharePoint site does not render.

L

N/A

N/A

SharePoint Online

D

The site was deleted and requires a restore.

L

N/A

N/A

SharePoint Online

B/C

People picker is not working.

L

N/A

N/A

SharePoint Online

D

How to request a site migration

L

N/A

N/A

SharePoint Online

D

How to request a site rename

L

N/A

N/A

SharePoint Online

C

The Web part is not displayed on the Settings page.

CM

N/A

2020549

SharePoint Online

C

Web parts are missing on a specific site.

CM

N/A

2022370

SharePoint Online

C

The Explorer View option is not available on the Current View list box.

CM

N/A

2423797

SharePoint Online

C

A user is unable to copy items between libraries in the Explorer View.

L

N/A

N/A

SharePoint Online

C

Users with appropriate permissions in SharePoint receive the following error message: “Access Denied.”

CM

N/A

2021672

SharePoint Online

B

You are unable to add a security group to the site permissions.

L

N/A

N/A

SharePoint Online

B/C

Users who are members of a security group that is added to a site are unable to access the site.

L

N/A

N/A

SharePoint Online

C

You receive an error when you try to edit navigation in site settings.

L

N/A

N/A

SharePoint Online

C

Language errors, such as incorrect language, are displayed or umlaut characters do not display correctly.

L

N/A

N/A

SharePoint Online

C

You cannot directly open an InfoPath form on a SharePoint form library in Office 365 Dedicated.

CM

N/A

2618998

SharePoint Online

B/C

You are unable to create a new subsite.

L

N/A

N/A

SharePoint Online

B/C

The Explorer View option is not available on the Current View list box.

CM

N/A

2423797

SharePoint Online

C/D

You are unable to locate a deleted document.

L

N/A

N/A

SharePoint Online

C/D

Web Parts that a user has removed from a SharePoint page no longer appear as an option to add.

CM

N/A

2538863

SharePoint Online

C

Users do not appear by their preferred name on a site collection.

CM

N/A

2012619

SharePoint Online

C/D

A document was overwritten by another document.

L

N/A

N/A

SharePoint Online

B/C

How to add permissions to a SharePoint Site or List.

CM

N/A

2619453

SharePoint Online

B/C

SharePoint generates an “Access Denied” error.

CM

N/A

2001366

SharePoint Online

B/C

A user with the correct permissions receives the following error message: “Access Denied.”

CM

N/A

2021672

SharePoint Online

B/C

Users with Contribute permissions appear with the Domain or Alias on the SharePoint site.

CM

N/A

2012631

SharePoint Online

B/C

Users are unable to create a new My Site.

L

N/A

N/A

SharePoint Online

B/C

There is incorrect profile information on My site (incorrect picture, hierarchy, location, contact information, and so on).

L

N/A

N/A

SharePoint Online

C

The Site Collection Administrator in SharePoint is unable to open sites in SharePoint Designer.

CM

N/A

2012574

SharePoint Online

C

A workflow designed in SharePoint Designer fails.

CM

N/A

2001370

SharePoint Online

C

The workflow requests in SharePoint are being automatically canceled.

CM

N/A

2496152

SharePoint Online

B/C

The ASPX file for a SharePoint site, view, or page is corrupted.

CM

N/A

2001364

SharePoint Online

B/C

Users trying to view a SharePoint ASPX page receive the following error message: “This page is not using a valid page layout.”

CM

N/A

2459149

SharePoint Online

B/C

A user’s view does not load or loads incorrectly.

L

N/A

N/A

SharePoint Online

B/C

The explorer view is missing in the library.

L

N/A

N/A

SharePoint Online

B/C

When deleting site collections, a user receives the following error message: “Access Denied.”

CM

N/A

2012597

SharePoint Online

C/D

How to fix Business Connectivity Services (BCS) functionality errors/failures

L

N/A

N/A

SharePoint Online

C

The Enterprise Wiki template is unavailable when you create a new SharePoint subsite.

L

N/A

2691485

SharePoint Online

B/C

An approval workflow remains in progress after all approvers complete their tasks on a SharePoint library or list.

L

N/A

2691467

SharePoint Online

C

SharePoint: Embedded HTML5 and AJAX Scripted Content do not render properly on SharePoint ASPX pages.

CM

N/A

2673999

SharePoint Online

C

SharePoint: The number of responses do not match the survey in Summary Web Part.

CM

N/A

2676296

SharePoint Online

B/C

SharePoint: Users with full control are unable to change the Site Theme.

CM

N/A

2675761

SharePoint Online

B/C

SharePoint: OneNote sections do not synchronize.

CM

N/A

2675731

SharePoint Online

C

SharePoint: Internet Explorer 9 crashes when editing items in the Datasheet View.

CM

N/A

2675741

SharePoint Online

C

SharePoint: When you try to open a SharePoint report from the Self Service Portal in the Excel client in Office 365 Dedicated, you receive the following error message: “SQL Server does not exist or access denied.”

CM

N/A

2699128

SharePoint Online

C

SharePoint: A specific user's SIP address, or other information, is not correct on a specific Site Collection.

CM

N/A

2698670

SharePoint Online

C

Unexpected characters appear before the domain or alias values on a SharePoint site.

L

N/A

2698668

The following table describes the keys used in the matrix table.

 

Key

Description

C (Customer)

Resolve issues with the help of your customer support staff or Microsoft Premier Support contracted resources.

CM (Customer/ Microsoft)

Use the KB articles provided by Microsoft to resolve the issue. If the issue requires additional support at the Office 365 Dedicated service level, you can engage Office 365 Dedicated Support.

L (Log and Route)

Log incidents and escalate them to Office 365 Dedicated/ITAR Support.

CR (Configuration Request)

Contact your Service Delivery Manager (SDM) to submit a Configuration Request (CR).

 
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