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Access to this page requires authorization. You can try changing directories.
When to use this page
Use this page when you need help troubleshooting, diagnosing, or resolving issues related to your Cloud Storage Partner Program (CSPP) integration. This guidance is intended for CSPP partners, developers, administrators, and support personnel who are working with CSPP-related services.
This page helps you identify common problems, understand potential causes, collect the information needed for investigation, and find recommended next steps.
For non-technical issues
If you're not trying to address a technical problem, these resources can help you complete administrative tasks, find program information, and resolve questions that are not related to implementation issues.
| Topic | Resource |
|---|---|
| Add or remove WOPI domains | Microsoft Configured Settings |
| Onboarding | Set up your Cloud Storage Partner Program environment |
| CSPP Eligibility | Integrate with Microsoft 365 for the web |
| CSPP Plus information | Cloud Storage Partner Program Plus (CSPP Plus) Overview |
| General program information | Email CSPP Team |
Before you start to troubleshoot
We strongly recommend using the diagnostic tools available to investigate the issue and collect the information before you start to troubleshoot. Experience has shown that many integration issues can be identified and resolved by partners using the tools below, often without the need for peer or formal Microsoft support engagement. If you choose to reach out to the Microsoft CSPP Tech Community, information provided by the diagnostic tools will be extremely helpful for your peers and will be required for opening a customer support case with Microsoft.
WOPI Validator
The WOPI Validator is a tool provided by Microsoft that you should use when diagnosing integration problems. The Validator performs a series of automated tests against your implementation and can identify configuration issues, protocol problems, and implementation errors.
Network Traces
When investigating issues, we recommend capturing and reviewing a network trace. Because partners have the deepest understanding of their own infrastructure and application behavior, many issues can be identified by reviewing the network traffic associated with a failing scenario.
Self help
Almost all CSPP integration issues can be diagnosed and resolved without assistance from others. Before contacting the Microsoft Tech Community or opening a support request, you should review the detailed CSPP Frequently Asked Questions and the WOPI REST API Reference documentation on this site.
Note
Microsoft 365 is highly stable and issues are rarely caused by the Microsoft side of the connection. In most cases, integration problems originate from application configuration, network connectivity, domain settings, WOPI implementation, or other components within the partner environment. Because you have direct access to your solution, you can often identify and correct issues much faster than it will take reaching out to the Microsoft CSPP Tech Community or contacting CSPP support.
When troubleshooting, start by reviewing application logs, HTTP request and response details, browser developer tools, network traces, Validator results, and any error messages generated by your solution. Carefully compare your implementation against CSPP requirements and verify that all recent configuration changes have been deployed correctly.
Getting help from your peers
The Microsoft 365 Cloud Storage Partner Program Community has experienced CSPP partners with deep knowledge of WOPI integrations. The community is a valuable resource to get answers about APIs, integration design, implementation approaches, best practices, and other technical topics. The community is often the fastest way to get guidance from others who may have encountered similar issues or have experience with the topic you're investigating. By posting your issue to the CSPP community, you can quickly determine whether other partners are experiencing similar behavior, helping to distinguish isolated issues from broader service trends that may affect the ecosystem.
Note
The Microsoft 365 Cloud Storage Partner Program Community is a private community. After submitting your request to join, it may take several business days for your membership request to be reviewed and approved.
If you are new to Microsoft Tech Communities, review Getting Started on the Tech Community for information about creating an account, participating in discussions, and accessing community resources. You should also review the Microsoft Tech Community Guidelines for best practices and community expectations.
Getting help from Microsoft
If you are unable to resolve an issue using the self-help resources, diagnostic tools, and community guidance described above, you can contact the CSPP support team for assistance. CSPP support is provided at no additional cost to CSPP partners.
CSPP Support operates on a best-effort basis. It's important to know that there are no Service Level Agreements (SLA) for CSPP support. Response times can vary based on support volume, issue complexity, and the quality of diagnostic information provided. In almost all cases, you will find a more timely answer through self-help and the CSPP community.
Important
CSPP is a partner program rather than a Microsoft product or service. It is not covered by standard Microsoft support offerings such as Microsoft Unified or Premier support.
Important
Use CSPP Support only to report technical issues or suspected bugs. Administrative requests such as allow-list domain changes, onboarding questions, program information, or general CSPP guidance should be directed through the appropriate CSPP program channels.
Before contacting CSPP support
To help ensure a successful investigation, gather the following information before submitting a support request:
Required
- Detailed issue description
- Detailed reproduction steps
- Affected apps (Word, Excel, and/or PowerPoint)
- Exact error messages
- A network trace that captures the problem
- A session ID in which the error was reproduced
- The affected environment (test or production)
- Number of affected users
- Environment information (browser type/versions, operating system, etc.)
- Does this issue occur in a non-WOPI (SharePoint or OneDrive) environment
- Date and time the issue started to occur
- Has this scenario ever worked
- Is this file specific
- If file specific, is this a new or existing document
- If file specific, how was/is the document created
- If this is an Add-in issue, the name of the Add-in
Things that may be requested by support
- WOPI Validator results, including screenshots
- Access to your solution for our support team to reproduce the issue at Microsoft
- Screen recording and/or screenshots
- Sample document
- User feedback submissions
How to access CSPP Support
Important
You must use the CSPP support portal. Do not use any other Microsoft support entry point for CSPP issues. Any other portal will not route requests to the CSPP support team.
Go to the dedicated CSPP support portal and select the following options:
- Product: Cloud Storage Partner Program
- Problem Type: Report a bug
If you are prompted to sign in:
- Select "Sign in options".
- Choose "Sign into an organization".
- Enter your company's domain when prompted.
- Provide your organization's business email address.
- Complete authentication through your company's sign-in page.