Thread is a cloud based software solution which means there is no installation on your PC, and you can access it on any browser where you have an internet connection.
To access Thread you need to have an active licenced Microsoft 365 account. Thread works with Office apps on your PC, however it is important to distinguish between issues relating to your PC, other desktop applications, or your Microsoft account, and Thread issues.
Here you will find common issues where you require support from your IT provider.
PC/Desktop/Laptop issues
Sometimes any device you use may experience technical issues which would require an IT specialist support. Difficulties you experience on your device may impair your use of Thread, however Thread does not support any external software or hardware, therefore you will need to contact your IT provider for further assistance where those issues occur. Some examples include:
- any error messages outside of Thread
- any issues with other applications on your device such as Office apps, Adobe, Internet browsers, dictation software etc.
- any settings on your device or in other applications including Office apps
- difficulties or slowness when using your device or internet browser
- internet connection issues
- signing in to your PC
Microsoft/Office issues
Microsoft account that you use to access Thread is managed by your Microsoft Global Administrator (in most cases your IT provider). If you are having any difficulties with your Microsoft account, please contact your IT or Microsoft directly. Examples of issues you may experience:
- difficulties signing in (forgot or incorrect password, etc.)
- domain issues (using your company domain rather than .onmicrosoft.com)
- account licence issues (expired, inactive or insufficient Microsoft licence)
- multiple Microsoft accounts signed in on your device which can cause issues when trying to access Thread documents or add-ins on your Office apps. Please ensure you are using the correct account when signing in to any device or apps, and contact your IT for any support needed.
Issues with Connected Devices
In most cases, users have external devices connected to Thread such as printer and scanner, which may experience some functionality issues at times. The best way to troubleshoot if the issue is related to your external device is to test your device outside of Thread.
1. Try printing or scanning directly from or to your device (not from Thread) to see if this works. If you are having any difficulties printing or scanning when not using Thread, you need to contact your IT support.
2. If instead the issue is happening only in Thread, and is otherwise working fine, please contact our support team with examples and troubleshooting steps you have done. If you have not done step 1, our support team will require you to test your devices first.
3. If you are using a scanning method of syncing a scanned folder on your PC to Thread, you will need support from your IT when syncing issues arise. Once your IT has confirmed that the sync set up is in place correctly, but you are still experiencing issues please contact our support team providing your IT findings. For more details on setting up syncing to scanned folder please go here.