Troubleshoot installing Office and Office 365

When your attempt to install Office fails, an error message typically tries to explain the cause. This article explains some of these issues and how you can fix them.

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Choose a troubleshooting category

Fixes for common installation issues

Issue

Solution

I get an error with Office apps after upgrading to Windows 10

If you encounter issues with your Office applications after recently upgrading to Windows 10, or you have a new computer with Windows 10 installed, see Known issues with Office and Windows 10.

I don't know which account to use or I forgot my Microsoft account

See Where to sign in to Office 365.

If you've forgotten your Microsoft account, see "This is the right place to install and re-install Office" message when I try to sign in to my account.

Install simply failed without reporting a specific error.

You might need to uninstall and reinstall Office. If you're on Windows, you can try the easy fix tool in Uninstall Office 2016, Office 2013, or Office 365 from a PC. If the easy fix tool doesn't remove Office, you might need to remove Office manually.

After you've removed Office, follow the steps to reinstall Office.

I don't see a link to the product I just purchased.

Make sure you are licensed to use the product.

If you're using Office 365 for business:    

If you're an admin, you need to assign yourself a license or assign one to the person who will use the product. Then sign out and sign back in to install software.

See Assign or remove a license.

How do I know that I have the right operating system?

Make sure you meet the minimum system requirements.

Office will not install on Windows XP or Windows Vista.

If you're not sure of your operating system, see Check to see which Windows operating system you're running or try What's my OS? for Mac.

The Install button won't install Office.

This could happen for several reasons.

Why is Office taking so long to install?

See Why is Office taking so long to install?

A message says that "another installation is in progress".

See "...Another installation is in progress..." error when installing Office.

I get a "...we can't sign you in right now" error

This issue does not apply to Office 365 for business   

See "...we can't sign you in right now" error when installing Office.

I installed Office, but I can't find the programs.

See Can't find Office applications in Windows 10, Windows 8, or Windows 7?

Note: There's an issue in Windows 10 where if you have more than 512 apps you can't find the Office shortcuts on the Start menu or under All apps. For a workaround, see Office apps are missing from All apps on Windows 10.

I get a "Stop, you should wait to install Office 2016. We’ll have to remove the following if you continue." error when I try to install Office 2016.

When you install Office 2016 as part of your Office 365 subscription, you’ll see this warning if the computer has specific versions of Visio 2013, InfoPath 2013, SharePoint Designer 2013, or Project 2013 installed.

The installation process has to uninstall the programs listed in the warning, and you won’t be able to install the programs again on the same computer. You can install these programs on a different computer.

For details, see Error: Stop, you should wait to install Office 2016. We’ll have to remove the following if you continue.

If you have a mail account connecting to Exchange Server 2007 or earlier, see Error: Stop, you should wait to install Office 2016. You won’t be able to receive mail from a current mailbox.

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I get an error message when trying to install Office

Issue

Solution

I get an error message when I install.

You might get an error that has a number and maybe some descriptive text. Although the messages are hard to understand, there are often solutions. Try these links if you get these errors.

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Activation or product key issues or errors

Issue

Solution

I get a message that my subscription has expired, but I just purchased or renewed my subscription.

To keep your subscription active, you have to sign in at least once every 30 days. If your subscription has not expired, Office will reactivate the subscription the next time you log in.

A subscription notice appears when I open an Office 365 application.

This issue doesn't apply if you're using Office 365 for business   

If you see a notice to buy or renew your Office 365 subscription when you open Word, Excel, or another Office program:

  • Your subscription may have expired

  • Office may have been deactivated for your computer

  • Office may not have been activated when you installed

For details, see A subscription notice appears when I open an Office 365 application.

I get the following message in Office after switching Office 365 plans: “Account Notice. Your Office 365 subscription has a pending change. To keep using your applications without interruption, please sign in now.”

To fix this, uninstall the version of Office that came with your previous plan, and then install the version of Office that comes with your new Office 365 plan. Learn how in “Account Notice” appears in Office after switching Office 365 plans.

A message says the my product key is not valid when I try to activate Office for Mac 2011.

Several circumstances can cause this error. For a list of solutions to try. see "Invalid product key" error when activating Office for Mac 2011.

I get error 0xC004C060.

This error typically means that you're not using a valid product key. For help, see Error code 0xC004C060.

I get error 0x8004FC12

See Office error code 0x8004FC12 when activating Office.

I installed Office as part of an Office 365 subscription, and then I cancelled the subscription. I bought a non-subscription version of Office, but I get an "invalid product key" message when I try to install it.

This issue doesn't apply if you're using Office 365 for business   

Use the easy fix tool and Uninstall Office 2016, Office 2013, or Office 365 from a PC. If the easy fix tool doesn't remove Office, you might need to remove Office manually.

After you've removed Office, follow the steps to reinstall Office.

When I try to sign in to My Account, I see "This is the right place to install and re-install Office".

This issue doesn't apply if you're using Office 365 for business   

This happens if you're not signed in with the email address and password that you used when you installed Office so you'll need to sign out and then sign in again. See "This is the right place to install and re-install Office" message when I try to sign in to my account.

Even though I uninstalled Office, it's still listed on the My Account page.

This issue doesn't apply if you're using Office 365 for business   

After you uninstall, you'll also need to deactivate the install.

I get an error when I try to install Office for two different countries.

This issue doesn't apply if you're using Office 365 for business   

See Error when installing Office for two different countries.

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Troubleshoot Mac issues

Issue

Solution

I get error 0x8a010101 when I try to activate Office for Mac 2011.

The complete message is:

  • "Sorry, there is a problem while trying to connect to your account. (Error code:0x8a010101)"

The error indicates that you need to check for and install Office updates.

  • Open an Office program like Word, choose Help > Check for Updates and choose the Check for Updates button.

A message says the my product key is not valid when I try to activate Office for Mac 2011.

Several circumstances can cause this error. For a list of solutions, see "Invalid product key" error when activating Office for Mac 2011.

I get a "No credentials" error

The complete message is:

  • "No Credentials. The system requires that you sign on to a valid account."

The solution to this is resetting your keychain or creating a new Mac OS user profile. See, "No Credentials" error when activating Office on a Mac.

How do I install Office on a Mac?

Download and install Office 2016 for Mac using Office 365 Home, Personal, or University

Download and install Office 2016 for Mac using Office 365 for business

How do I uninstall Office on a Mac?

For Office for Mac 2011, see How do I uninstall Office for Mac 2011?.

For Office 2016 for Mac, see How do I uninstall Office 2016 for Mac?

Where can I find help for other install and activation issues for Office 2016 for Mac?

Try these articles for more help with issues related to installation and activation for Office 2016 for Mac.

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Issues only for Office 365 for business administrators

Issue

Solution

I'm an admin and don't have an option to install Office.

How do I install the latest version of Office on more than five computers?

You can activate Office on up to five computers. If you want to install 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.

  • Go to Software > Office.

  • Choose Deactivate next to the computer you want to deactivate.

How do I get the rest of my organization set up with Office 365 for business?

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

How do I manage licenses for people in my organization?

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.

How do I deploy Office to multiple computers in my organization?

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.

Of course, users can sign into the Office 365 portal with their work or school account and follow the steps in Download and install Office using Office 365 for business on your PC or Mac to install Office themselves.

I changed our Office 365 plan after installing Office. Now we get errors.

If users 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.

Office is taking a long time to install.

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What version of Office do I have and how do I update it?

Issue

Solution

What version of Office do I have?

See What version of Office am I using?

How do I upgrade to the latest version of Office?

If you're on an Office 365 subscription, you will see an upgrade notification in the menu bar of your Office applications or you can update your version manually by signing in to Office 365.

I have compatibility issues since upgrading to Office 2016

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. 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.

I get a "Stop, you should wait to install Office 2016. We’ll have to remove the following if you continue." error when I try to upgrade to Office 2016.

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

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Other questions or issues

Issue

Solution

How do I get the newest features of Office?

See How do I get the newest features in Office 2016 for Office 365?

How do I get Office apps for phones or tablets?

See Office 365 mobile setup - Help.

When I start Word, a message says that it has stopped working.

See Why do I get a "stopped working" message when I start my Office application?

Can I use Office 365 when I'm offline?

Yes, but you must connect to the Internet at least every 30 days. This is so that the status of your subscriptions can be checked. If you don’t connect within 30 days, Office goes into reduced functionality mode. After you connect to the Internet and your subscription status is verified, all the features of Office are available again.

Also you can sync documents stored in Office 365 across PCs and mobile devices for online and offline access at any time. See Sync OneDrive for Business or SharePoint site libraries to your computer.

How do I uninstall Office?

I want to do a custom install. Why can't I install just the programs I need like Word or Excel?

The Office programs are packaged together for faster download and installation. Once you’ve installed Office, you can delete the short-cuts to the programs that you don’t need.

How do I reinstall or install Office on a second computer?

See How to install Office.

After I install, Office looks blurry, black and white, or the screen flickers

After you have Office installed, if a document you create in an Office program looks blurry, displays as all black or all white, the screen flickers, or looks different on different computers, see Office 365 doesn’t look right.

How do I renew my Office 365 subscription?

If your Office 365 for home subscription is about to expire or you want to set up an automatic renewal for your subscription, see Renew Office 365 for home.

If your Office 365 for business subscription is about to expire and you want to set up an automatic renewal for your subscription, see Renew Office 365 for business.

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