Your new computer freezes while trying to redeem Office 365 or Office 2016

When you try to redeem an installation of Office 365 or Office 2016 that was pre-installed on your new PC, the computer might become unresponsive (hangs or freezes) when you're doing the initial setup process.

If you have a subscription purchase of Office 365

Install Office through your My Office Account page. Follow these steps to do this.

  1. Exit all Office applications.

  2. Go to http://www.office.com/myaccount page.

  3. Select Install.

For complete installation steps, see Install Office on your PC or Mac.

If you have a one-time purchase of Office 2016

The computer freezes only on the first attempt to complete the initial setup process. To work around this issue, follow these steps to rerun the initial setup process.

  1. Close all browsers.

  2. Exit all Office applications.

  3. Restart one of your Office applications, such as Word 2016.

    The initial setup process should succeed this time.

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