Chapter numbers using header styles not working

Question

I set up a document fro a book (<200 page) on a Windows PC with chapter and page numbers. When opened on a Mac all the chapters revert to chapter 1. I made a new document on the Mac book air but I can not get chapter numbering to work in Office 365 Word 2016 on a Mac. Support for word on a Mac at Microsoft took 4 hours and all that happened was they kept hanging up on me and not calling back. Has anyone else run into this issue? How can I fix it if you know?

Answer 1

Hi Sherry,

Thanks for the detailed update.

You can share with her the steps to get Mac OS version and Office 2016 for Mac version as below:

Mac OS

From the Apple menu (on top left corner) > choose About This Mac. The version number appears beneath “macOS” or “OS X.” 

Office 2016 for Mac

Open any Office application, such as Word, and create a new document.

Go to the Word menu and choose About Word.

In the dialog box that opens, the version number appears in the middle

Beside, can you also share with us your Office desktop version on Windows? You can check it via any Office application > File > Account > see “version xxx” under Office Updates

Reference:

https://support.apple.com/en-sg/HT201260

https://support.office.com/en-us/article/What-version-of-Office-am-I-using-932788b8-a3ce-44bf-bb09-e334518b8b19

Regards,

Ryan

Answer 2

I use Office 365 on Windows 10. My friend has Office 365 on her Mac air book with the latest Mac OS just updated by Apple a few weeks ago. Office is a new install and purchase on her PC. The OS had to be update first.

I can provide a screen capture of the document on my Windows PC. When I go work for her next in a few weeks time I can show you that the same pages (chapter in lower right corner). On her computer will show ChI--6 when it should show ChII--6

I have a copy of the word doc. I don't have access to any other Mac computers.

I already tried making a new blank document on her computer - chapters do not work.

What instructions do I need to give her for her to find out her Mac OS version number. She is not very computer savvy.

 

Answer 3

Hi Sherry,

We have received your ticket number in private message. Thanks for taking the time to share your experience so we can take steps to improve.

To move forward on troubleshooting the issue, please confirm the following information:

1. Does the same issue happen in another user profile or a different Mac?
2. Provide the related screenshot of the situation.
3. Provide the version of the Word application on the Mac.

Regards,

Jiaxing

Answer 4

The steps used to create chapter and page numbers. I used this tutorial https://support.microsoft.com/en-us/help/290953/how-to-number-chapters,-appendixes,-and-pages-in-documents-that-contain-both-chapter-and-appendix-headings-in-word

The book has the proper chapter numbers and page numbers in word on a Windows PC. Next chapter applied using heading style. When the document is opened on the Mac all the chapter numbers change to chapter 1 (Roman numerals). I do not own a Mac. The Mac user is so disgusted with Microsoft and their shoddy treatment (not calling back, being on hold for over a half an hour, and then disconnecting) she will never call again. so I do not have the reference number. I will be working with her again soon and would like to fix it. Tech spent 2 hours on her Mac computer and could not fix it. I also tried to make a new document on her Mac and add chapter and page numbers. Page numbers work but all chapters are chapter one.

Answer 5

Hi Sherry,

I apologize for the frustrations you experienced and will share them with management so we can take steps to improve. Thanks for taking the time to let us know what happened.

To further look into the issue, please share the assisted support ticket number via private message if a ticket has been raised. You can access private message via the link below:

https://answers.microsoft.com/en-us/privatemessages/list

Meanwhile, we’d like to help you further in the forum. Before moving forward, please share more details about the exact situation, like the related screenshots and your steps to create the chapter numbers.

Regards,

Jiaxing