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Queen's University
 

Help and Support

FAQs


ITServices has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Support Form or call us at 613-533-6666.


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  • Q. Who is eligible to use Office 365 ProPlus?

    Currently enrolled students can use Office 365 ProPlus. This includes undergraduate students, graduate students, continuing education and non-credit students. Once a student leaves Queen's, their licence is removed immediately.

    The exception is when a student graduates. They will have access to Office 365 ProPlus for one year after graduation. If they do not return to Queen's within the year, their licence will be removed. This allows them time to back up or move their data somewhere else. 

    Faculty and staff are also licenced for Office 365 ProPlus for their personally owned computers and devices.

    Alumni are not eligible.  Retirees are not eligible.

    Microsoft Office is available for university owned computers at no charge. The software can be downloaded from the Software Centre in MyQueensU. (See the Microsoft Licensing Agreement for more details.)

  • Q. Can I access the download by logging directly into my email in Office 365?

    Yes.  Students, faculty and staff with email accounts in Office 365 can download the software by logging directly into their Office 365 email. 

  • Q. When I first run Office 2011 on my Mac, what licensing option do I choose?

    Office 365 ProPlus is a subscription license. Please select "Sign in to an existing Office 365 subscription." Enter your netid@queensu.ca email address and password to activate Office.

  • Q. What does "subscription licence" mean?

    It means that the  machine where Office 365 ProPlus was installed needs to "call home" (connect to Office Licensing Service) every 30 days to check to see if the activation is valid for that machine.  It simply requires an internet connection and the "call home" will happen in the background.
     

    If the "call home" is unsuccessful, Office ProPlus applications will go into reduced functionality mode.  Users will still be able to open up the applications, but will be limited in the functions they can carry out - essentially it gets locked into read-only mode.  The user will be prompted to enter a product key or sign-in.

  • Q. How do I deactivate an installation on either a PC or a Mac?

    Log into Office 365. Go to the Settings menu and select Office 365 Settings. Select the Software tab. At the top of the screen, you will see the installations of Office 365 ProPlus that you currently have. Beside each entry is a deactivate button. Click the button to deactivate. Note: To complete the process, you will need to delete the software from your computer/device.

    If you have already installed the latest version of Office with Office 365 on five computers that you use, and you want to install office on a sixth computer, you must first deactivate an installation on one of your current computers. Go to Software > Office. Click Deactivate next to the computer you want to deactivate the installation from.

  • Q. I don't need all the packages that come with Office 365 ProPlus. Can I download only the ones I want?

    Office 365 ProPlus is offered as a subscription. The applications are packaged together for a faster download and installation. Once you have installed Office 365 ProPlus, you can remove the shortcuts to the applications that you don't need.

  • Q. I am not ready to install the latest version of Office. Can I install a previous version?

    Yes. There is an option to install the previous version of Office for both the PC and Mac. Look for the link on the Software page, just below the Install button.

  • Q. OneNote is asking me to login with my account and it fails. What account should I use?

    On a mobile device, OneNote requires access to an account with OneDrive for Business and may not run until access is granted. Log in with your Queen's account.  If you also have a Personal OneDrive account you can choose which one to log into.  


Kingston, Ontario, Canada K7L 3N6 613.533.2000