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Cannot Activate Office 365

Posted on 2013-11-18
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Last Modified: 2013-12-04
I have a client who has a license for Office 365 Home Premium, which allows for five installs. By logging onto office.microsoft.com/myaccount they have been able to install it onto three PCs without any issues.

They are now trying to install it on a laptop that has previously had an Office 365 install on it that has been uninstalled and deactivated. When running Word after installation it goes into the Activate Office routine, where the username and password for the license is entered. It then says that 'Your trial has expired', and disables most of the features. Checking back onto the web portal, the PC name is listed as one of the installs.

I have used the Fixit on http://support.microsoft.com/kb/2739501 to attempt to completely remove any traces of Office, before deactivating it in the portal. After re-installing it the same issue occurs.

I need to get this activated, but I'm not sure what to do next. Any ideas?
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Question by:Ortiga
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10 Comments
 
LVL 95

Expert Comment

by:John Hurst
ID: 39657407
On the problem machine, uninstall Office 365 and Restart.

Now go to https://login.live.com and find the Office Account login page. Log in as the original user (email and password) which should show 3 installs.  

Now add an install to this computer which should then download Office and install it.

... Thinkpads_User
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Author Comment

by:Ortiga
ID: 39657433
Thanks, but I have already done this.

When I uninstall from the PC it doesn't remove the install from the Office account login page, you have to click on deactivate to remove it. Re-installing created the same problem.

I can't see any Office account login page from https://login.live.com. I am logging onto https://office.microsoft.com/MyAccount which lists the four currently installed and active computers (one of which obviously isn't).
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Expert Comment

by:John Hurst
ID: 39657456
I see my login page as:

https://office.microsoft.com/MyAccount.aspx?ver=15&app=winword%2Eexe&MachineKey=blah blah blah

It started out as login.live.com

If you have an inactive computer, try deactivating the license. Make sure you are using the original ID.

.... Thinkpads_User
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Author Comment

by:Ortiga
ID: 39657511
Yep, that's similar to mine. I don't have an inactive computer, so nothing to deactivate I'm afraid.
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LVL 95

Expert Comment

by:John Hurst
ID: 39657522
I think you should now call Microsoft Support. Office 2013 is in support and they will help you with licensing and activation issues.

.... Thinkpads_User
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Author Comment

by:Ortiga
ID: 39657532
Interestingly, I have just deactivated the problem PC in the portal, and then opened Word, entered the login details, and it has failed as expected. However, when I go back into the portal it is listed as an install again!

No idea what is going on!
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LVL 95

Expert Comment

by:John Hurst
ID: 39657550
So having done this, when you go back to the portal and it is listed as an install, will it install?

... Thinkpads_User
0
 

Author Comment

by:Ortiga
ID: 39662518
No, still doesn't install.

I've put a copy of Office 2010 on for now, until I get more time to investigate.
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Accepted Solution

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John Hurst earned 300 total points
ID: 39662542
It is possible that the problem machine is corrupted and needs Windows to be reinstalled.

First, contact Microsoft Support, and if they cannot solve it, consider rebuilding the computer.

.... Thinkpads_User
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LVL 95

Expert Comment

by:John Hurst
ID: 39696495
@ortiga - Thanks, and I was happy to help.
.... Thinkpads_User
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