Troubleshoot installing Office 2016 and Office 2013

If you're having trouble installing Office 2016 or Office 2013 (this includes the version of Office that comes with Office 365), see one of the sections below for help with your issue.

If you're looking for the steps to install Office, see Install Office on your PC or Mac.

Leave us a comment at the bottom of this page to let us know if any of these solutions helped you.

Select from the issues below:

Most common fixes to installation issues

Expand one of the sections below for possible solutions to common installation issues.

  1. Click this easy fix button to uninstall and completely clean up your Office installation.

    Easy fix download button indicating an automated fix is available
  2. Select your browser from the drop-down list to see the remaining steps.

    At the bottom of the browser window, select Open to open the O15CTRRemove.diagcab file.

    Select Open to open the O15CTRRemove.diagcab easy fix tool

    If the file doesn’t open automatically, choose Save > Open Folder, and then double-click the file (it should start with "O15CTRRemove") to run the easy fix tool.

    1. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    2. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    3. After restarting your computer, you can try installing Office again.

      To reinstall Office, see Install Office on your PC or Mac and follow the steps for your Office plan.

    In the lower-lower left corner select the o15CTRRemove file and from the drop down, select Show in folder.

    From the dropdown, select Show in folder

    Double-click the download, o15CTRRemove to run the easy fix tool.

    1. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    2. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    3. After restarting your computer, you can try installing Office again.

      To reinstall Office, see Install Office on your PC or Mac and follow the steps for your Office plan.

    Select Save File, and then OK.

    Save O15CTRRemove.diagcab file in Firefox

    In the upper-right browser window, select Show all downloads. In the Library, select Downloads > O15CTRRemove.digicab, and then select the folder icon. Double-click the O15CTRRemove.digicab.

    1. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    2. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    3. After restarting your computer, you can try installing Office again.

      To reinstall Office, see Install Office on your PC or Mac and follow the steps for your Office plan.

Check that your computer meets the minimum system requirements to install Office. See System requirements for Office.

If you're not sure which operating system you have, see Which Windows operating system am I running? or Find the OS X version and build number on your Mac.

If you previously installed the 32-bit version, but decide you now want the 64-bit version, you'll have to uninstall 32-bit and then reinstall the 64-bit version of Office. See Choose the 64-bit or 32-bit version of Office 2016.

If your organization subscribes to the Home Use Program find information about how to buy and install Office at, Install or reinstall Office through the Home Use Program (HUP).

For Office 365 for business customers only. Try this solution only if your version of Office is under the Office for business plans.

Check you have a license to install Office
  1. If you're not already signed in, go to http://portal.office.com and sign in with your work or school account.

    Note: If you're unable to sign in with your work or school account, you may be signing in to the wrong Office 365 service, see Where to sign in to Office 365.

  2. From the browser header, go to Settings Settings: update your profile, install software and connect it to the cloud > My app settings > Office 365.

    Office 365 Settings pane
  3. On the My account page, select Subscriptions.

    Office 365 Subscriptions page

    You’ll see the services that you're licensed to use, such as the latest desktop version of Office, SharePoint Online or OneDrive for Business, and Exchange Online. If you don't see The latest desktop version of Office in the list (or Project or Visio if your organization has a plan that includes those applications) your admin probably hasn't assigned an Office license to you. If you're an admin, see Assign or unassign licenses for Office 365 for business. For more information, see What Office 365 business product or license do I have?

Not all Office 365 plans come with Office. If your organization has an Office 365 plan that doesn't include the latest desktop version of Office, the Office 365 admin can switch to a different Office 365 plan or subscription.

If you're an admin and you aren't sure what plan you have, follow the steps in What Office 365 for business subscription do I have? For a comparison of plans, see compare small business plans or compare enterprise plans.

Error messages or problems while installing Office

If Office is taking a long time to install you may be on a slow connection. See Office is taking long to install or Office hangs at 90% for possible solutions.

If the Install button is grayed out, your Office 365 subscription might have expired. Select your subscription from the list below to see the steps for how to renew it.

For other solutions, see Install button doesn't install Office.

Account or sign in issues

Microsoft has more than one kind of Office 365 service and each service has its own sign-in page. Where you sign in depends on which service you're using. See Where to sign in to Office 365.

If you have an Office product listed under Office for home you need a Microsoft account to sign in to install Office or manage your Office 365 subscription. If you don't remember what Microsoft account you associated Office with, see, I can't remember the Microsoft account I use with Office.

If you have an Office product listed under Office for business you need a work or school account to sign in to install Office or use some of the other services in Office 365 for business. For more information about these accounts, see What is my user ID and why do I need it for Office 365 for business?

Activation, unlicensed product, or product key issues

If you have an Office 365 plan, to keep it active, you have to sign in at least once every 30 days. If your subscription hasn't expired, Office will reactivate the subscription the next time you log in.

You can activate Office on up to five computers. If you've used up your five installs and want to install Office on another computer, you have to deactivate an installation. Deactivation doesn't remove Office from the computer, but you can't use Office on that computer until you activate it. See:

Upgrade or update issues

If your version of Office is under the Office for home plans, select from below.

If your version of Office is under the Office for business plans, select from below.

If you installed Office 2016 and you're experiencing specific compatibility issues with your Office 2016 upgrade, you can reinstall Office 2013. See:

Issues after installing Office

Office 2016 cannot coexist on the same computer as standalone Office 2013 applications. See "Stop, you should wait to install Office 2016" error.

If you have Office 2013 standalone apps that are incompatible with Office 2016, you may want to stay on Office 2016 and take advantage of the Special offer for customers with Office 2016 and Office 2013 standalone applications.

If you connect to an Exchange 2007 mailbox, you might want to stay on Office 2013 or even uninstall Office 2016 and reinstall Office 2013.

For Office 365 for business customers only. Try this solution only if your version of Office is under the Office for business plans.

Check that you have a license to install Office
  1. If you're not already signed in, go to http://portal.office.com and sign in with your work or school account.

    Note: If you're unable to sign in with your work or school account, you may be signing in to the wrong Office 365 service, see Where to sign in to Office 365.

  2. From the browser header, go to Settings Settings: update your profile, install software and connect it to the cloud > My app settings > Office 365.

    Office 365 Settings pane
  3. On the My account page, select Subscriptions.

    Office 365 Subscriptions page

    You’ll see the services that you're licensed to use, such as the latest desktop version of Office, SharePoint Online or OneDrive for Business, and Exchange Online. If you don't see The latest desktop version of Office in the list, your admin probably hasn't assigned an Office license to you. If you're an admin, see Assign or unassign licenses for Office 365 for business. For more information, see What Office 365 business product or license do I have?

Mac installation issues

If you're looking for where to install Office on a Mac, see Install Office on your PC or Mac, or select from below.

If you see an error that says the Microsoft_Office_2016_Installer.pkg can't be opened because it is from an unidentified developer, wait 10 seconds and then try double-clicking the installer package again. If you're stuck at the Verifying…. progress bar, close or cancel the progress bar and try again.

Select the version of Office you want to uninstall.

Mac activation issues

Troubleshoot issues for Office 365 admins

The following issues apply only if you're an Office 365 for business administrator. Select from below.

When you first sign up for Office 365 for business and you try to install Office (or Project or Visio if you've also signed up for a plan that includes those applications) you might see a message that says you can't install Office because you don't have a license. This could happen because of a delay between your initial sign in and Office 365 for business setting up your environment. Try signing out of Office 365 and then signing back in.

It could also happen because you haven't assigned a license to yourself or your users. Do the following to check your licenses.

Check that you have a license
  1. If you're not already signed in, go to http://portal.office.com and sign in with your work or school account.

    Note: If you're unable to sign in with your work or school account, you may be signing in to the wrong Office 365 service, see Where to sign in to Office 365.

  2. From the browser header, go to Settings Settings: update your profile, install software and connect it to the cloud > My app settings > Office 365.

    Office 365 Settings pane
  3. On the My account page, select Subscriptions.

    Office 365 Subscriptions page

    You’ll see the services that you're licensed to use, such as the latest desktop version of Office, Project, Visio, SharePoint Online or OneDrive for Business, and Exchange Online. If you don't see The latest desktop version of Office in the list (or Project or Visio if you bought plans with those applications), see Assign or unassign licenses for Office 365 for business.

Not all Office 365 plans come with Office. If your organization has an Office 365 plan that doesn't include the latest desktop version of Office, as the admin, you can switch to a different Office 365 plan or subscription.

If you're not sure what plan you have, follow the steps in What Office 365 for business subscription do I have? For a comparison of plans, see the small business plans comparison or enterprise plans comparison.

You can activate Office on up to five computers. If you want to install on a sixth computer, you have to deactivate an installation. Deactivation doesn't remove Office from the computer, but you can't use Office on that computer until you activate it. See Deactivate an Office 365 for business install.

To help you set up your organization, see Set up Office 365 for business – Admin Help.

Users need licenses to use Outlook, SharePoint Online, Lync Online, and other services. As the Office 365 for business admin, you can assign licenses to new users when creating new accounts, or add licenses to existing users. See Assign or unassign licenses for Office 365 for business for details on figuring out what how many licenses are valid and available, assigning or removing licenses, and viewing unlicensed users.

If you’re an IT Pro and you want to deploy Office in your organization, use the Office Deployment Tool to download the Office software to your local network. You then deploy Office by using the software deployment method you typically use.

You can also choose to have users sign into the Office 365 portal with their work or school account and follow the steps in Install Office on your PC or Mac to install Office themselves.

If you or the users in your organization see "Account Notice" or "Unlicensed product" errors in Office, they need to install the version of Office that comes with the new Office 365 plan, and then uninstall the version that came with the previous plan. Learn how in “Account Notice” appears in Office after switching Office 365 plans.

Leave us a comment

We value your feedback. Please let us know if you found any of these solutions helpful by leaving us a comment below. If it didn't, tell us more about your issue, including any error messages your received and where you were in the install process when you received it. We'll use that information to help investigate your issue further.

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