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General troubleshooting in Office Professional Plus for Office 365 (Office 2010)

 

Applies to: Office Professional Plus 2010, Office 365

Topic Last Modified: 2011-11-09

If you encounter an activation or subscription error in Office Professional Plus for Office 365, you can check several areas to troubleshoot an issue. To troubleshoot a specific error message that is displayed to a user, see Troubleshoot specific errors in Office Professional Plus for Office 365 (Office 2010). If users do not receive one of the errors that are covered in that article or if its steps do not resolve the issue, use this article to help troubleshoot the issue.

importantImportant
  • Office Professional Plus for Office 365 cannot be used on the same computer as a volume licensed version of Microsoft Office 2010. See Installing a volume-licensed edition of Office 2010 causes a subscription to Office 2010 to enter Reduced Functionality Mode (RFM) (http://go.microsoft.com/fwlink/p/?LinkId=213806).

  • If the user installs Office Professional Plus for Office 365 on a computer that already has a copy of Office Professional Plus that was obtained from channels outside Office 365, Add Remove Programs will display two entries for “Microsoft Office Professional Plus 2010.” If the user wants to remove Office Professional Plus for Office 365, that user should remove both programs. Note that this action results in both versions of Office being uninstalled.

In this article:

To evaluate the user's status look at the license that is assigned to the user's account, check the Office version that is installed, and verify the activation and license status of Office Professional Plus for Office 365.

In Office 365, the software licenses are assigned to user accounts. So if a user encounters an activation or subscription error in Office Professional Plus for Office 365, you should verify that the user has an Office 365 account and is assigned to a license for Office Professional Plus. To do this, go to the Microsoft Office 365 Administrator Portal and see Create, edit, or delete users (http://go.microsoft.com/fwlink/p/?LinkId=212872).

Office Professional Plus for Office 365 cannot be used on the same computer as a volume licensed version of Office 2010. To verify that the user has Office Professional Plus for Office 365, open an Office application, click File and then click Help. Under the version information, you should see the text ““Part of Microsoft Office Professional Plus 2010 Subscription” displayed. If the version information does not contain the word Subscription, you must install Office Professional Plus for Office 365.

To check the activation status of Office Professional Plus for Office 365, open an Office application, click File to reach the Backstage view and then click Help. If Office Professional Plus for Office 365 has not been able to validate the user, retrieve a product key, install the key, and activate Office with that key. You receive the following message “Product activation required.” If "Product Activated" appears on the page, the Office Subscription license is successfully activated.

Note that if Office Professional Plus for Office 365 is already running when activation occurs, the Backstage view may not reflect the licensed status. Close and restart the Office application to see the updated license status in the Backstage view.

During installation, Office installs a script named ospp.vbs. This script displays the licenses that are available to Office products on that computer. To run this script, follow these steps:

  1. Determine whether the computer has the 64-bit or 32-bit version of Office installed. To do this, open an Office 2010 application, click File, and then click Help. The bitness will be displayed under About, next to the application version.

  2. Depending on the version of Office, open a command prompt and then type one of the following commands:

    • On 64-bit Windows with 32-bit Office:

      cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office14\"ospp.vbs /dstatus

    • On 32-bit Windows, or 64-bit Office with 64-bit Windows:

      cscript.exe "%ProgramFiles%\Microsoft Office\Office14\"ospp.vbs /dstatus

  3. Review the LICENSE STATUS. The LICENSE STATUS indicates the life-cycle status of the Office Subscription.

 

License status Description

OOB_GRACE

Office Professional Plus for Office 365 was installed within the last 30 days but not yet activated. Office is fully functional. However, Office will prompt the user to enter user ID credentials to provision Office.

If users are still in this license status after they have entered credentials and waited enough time for activation to occur in the background, verify Internet connectivity and that Office 365 services are running on the client computer. See Check server connectivity and Office 365 components.

LICENSED

Office is in full-functionality mode and is activated.

EXTENDED_GRACE

Office is in full-functionality mode but is at risk of going into reduced functionality mode. This status lasts for 30 days and indicates that the product key was not successfully re-activated. This may be because the client computer was removed from the license to make space on the license for another computer or the user was de-provisioned. This can also be caused if the computer was not connected to the Internet for some time. This would prevent the Office 365 services from validating the user’s license.

NOTIFICATIONS

This status indicates that the user is in reduced functionality mode.

If you receive an error message that states that an Internet connection is required, verify the following:

  • Office Professional Plus for Office 365 has Internet connectivity

  • Office 365 components are working

Office Professional Plus for Office 365 requires Internet connectivity to the Office Subscription Service (OSS) to keep Office activated and fully functional. To verify the user’s ability to connect, ask the user open a web browser and try to access the following URL.

https://osub.microsoft.com/APIService/Microsoft.Office.SubscriptionServer.API.APIService.svc

If they receive an error, check for firewall blocking, proxy access issues, conflicting policies or local configurations that would prevent the Office 365 services from connecting to the Internet. Verify that there are no firewalls that are blocking ports 443 and 80 and that the network administrator allows HTTPS traffic over TCP on port 443. Note that, in some configurations, a firewall could allow access to this page through the web browser and still block the Office 365 services from connecting to the Internet. If the Office 365 services cannot connect to the Internet, you see an “Internet Connection Required” dialog box.

If you are able to open the link in this section, but you still see an “Internet connection required” error message when you start Office Professional Plus for Office 365, check the proxy settings. To do this, follow these steps:

  1. Open an Internet Explorer browser window.

  2. From the menu bar, select Tools, and then click Internet Options. The Internet Options window opens.

  3. Click the Connections tab and the LAN settings button.

  4. Verify that the Automatically detect settings check box is selected.

  5. If your organization requires Internet connectivity through a specific proxy server and Automatically detect settings should be unchecked, you must enable Office 365 services to connect to the Internet through that server. To do this, use the Bitsadmin command-line tool and run the following command.

    bitsadmin /util /setieproxy networkservice MANUAL_PROXY proxyserver:port
    
    

    For more information, see BITSAdmin Tool (http://go.microsoft.com/fwlink/p/?LinkId=214212).

To verify that the all the Office Professional Plus for Office 365 components are working, follow these steps:

  1. Check that the Local Services Office Software Protection Platform and Microsoft Office 2010 Subscription Agent are started and set to start automatically. If they do not start, the Office installation may have to be repaired. See Reset user’s installation.

  2. Check the registry to ensure that the registry value OfficeSubscriptionAgent is in HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run. It should point to either:

    • On 64-bit Windows with 32-bit Office: %CommonProgramFiles(x86)%\Microsoft Shared\Office14\osaui.exe

    • On 32-bit Windows, or 64-bit Windows with 64-bit Office: %CommonProgramFiles%\Microsoft Shared\Office14\osaui.exe

  3. Check the registry to ensure that the UserOperations value under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\OfficeSoftwareProtectionPlatform is set to “1”.

  4. Verify that the user’s computer has the correct date, time and time zone set in the Windows control panel.

    For Windows Vista and Windows 7 users, see Set the clock (http://go.microsoft.com/fwlink/p/?LinkId=213094).

If there are any misconfigurations, correct them and then restart the computer. If the problem persists, see Reset user’s installation.

If you receive a subscription error message, you may have to reset a user's licensing status after verifying the user's status. If that does not resolve the issue, you may have to repair the Office Professional Plus for Office 365 installation and services.

There are three useful commands to reset the license status and re-activate a user’s installation of Office Professional Plus for Office 365. These are as follows:

  • OSAUI.exe /K   resets and reactivates a user’s Office account by contacting the Office 365 services that are using the previously entered credentials. The user will not be prompted to enter a user ID and password.

  • OSAUI.exe /F   resets and re-provisions a user’s Office account by installing the generic key (out-of-box licensing status) and prompting the user for a user ID and password. The Office 365 services retrieves a new product key.

  • OSAUI.exe /R   this prompts the user for credentials and displays the list of computers that are associated with the entered user ID and lets the user remove any of them from the account. This is the recommended method for viewing the list of computers licensed by a specific user ID. (Note that a single user, that is the user ID, may be used to license multiple computers up to the subscription’s pre-defined limits).

Note that if a user has problems with Office Subscription licensing, use OSAUI.exe /K. If a different user has activated Office Professional Plus for Office 365 on the computer previously, use OSAUI.exe /F.

OSAUI.exe is located in:

  • 64-bit Windows with 32-bit Office: %CommonProgramFiles(x86)%\microsoft shared\OFFICE14

  • 32-bit Windows, or 64-bit Office with 64-bit Windows: %CommonProgramFiles%\microsoft shared\OFFICE14

You can run these commands at a command prompt or from the Run dialog box.

For example, to reset and reactivate a user’s Office Subscription by using the previously entered credentials, follow these steps:

  1. Click Start. In the Search field, type cmd , and then press ENTER.

  2. Type the following command, and then press ENTER:

    C:\Program Files\Common Files\Microsoft Shared\OFFICE14\OSAUI.exe /K
    

To repair an installation of Office Professional Plus for Office 365, follow these steps:

  1. Open Control Panel and then select Add or Remove Programs or, in Windows 7, Programs and Features.

  2. Select Microsoft Office 2010 Professional Plus, and then click Change.

  3. After Setup starts, select Repair and then click Continue.

After that is completed, reset and re-provision the user’s Office Subscription. To do this, follow these steps:

  1. Click the Windows Start button, in the search field, type cmd, and then press ENTER.

  2. Locate the OSAUI.exe file. The OSAUI.exe is located in:

    • 64-bit Windows with 32-bit Office: %CommonProgramFiles(x86)%\microsoft shared\OFFICE14

    • 32-bit Windows, or 64-bit Office with 64-bit Windows: %CommonProgramFiles%\microsoft shared\OFFICE14

  3. Type in OSAUI.exe /F as in the following example:

    C:\Program Files\Common Files\Microsoft Shared\OFFICE14\OSAUI.exe /F
    
  4. Then, press ENTER.

If these steps do not resolve the problem, uninstall Office Professional Plus for Office 365 and reinstall it from the original installation source.

All client-side logging is viewable in Event Viewer. To view all events that are related to Office Professional Plus for Office 365, follow these steps:

  1. Open the Event Viewer on the client computer.

  2. Expand Windows Logs, and then expand Application.

  3. In the Actions pane, click Filter Current Log.

  4. In the Event sources box, click to select the Office Software Protection Platform Service and OSA check boxes.

  5. Click OK.

  6. Look at the Information and Error events. Possible events are described in the following table.

 

Issue type Error codes

Session status

The following three error codes indicate that there was a problem with the Microsoft Office 2010 Subscription Agent (OSA) service:

StartSession:GetPid4

StartSession:GetState

StartSession

See Check server connectivity and Office 365 components.

Subscription status

If the Office Professional Plus for Office 365 services respond with incorrect or malformed data, the following error codes are logged:

CheckOsubStatus

MarkPid4Deprovisioned

Malformed Arguments. UpdateMessageForOSSStatus

If the Office Professional Plus for Office 365 services cannot write to the appropriate hive in the system registry, the following codes are logged:

GetKey

AddPid4Index

This could be a registry permissions issue.

OSPP Failures

If there is an error when the system calls the Office Software Protection Platform service, the following error codes are logged.

StartSession:GetSubscriptionSKUList

ActivateProduct

SLActivateProduct failed with error: 0x<code>

See Check server connectivity and Office 365 components.

OSPP events

The following action codes indicate that the Office Software Protection Platform (OSPP) service returned an error to the OSA service during an action:

Calling SLActivateProduct...

InstallProofOfPurchase

ResolveGetKey:GetPid4

ActivateProduct

OSAUI

The following codes indicate that OSA encountered an error when trying to perform the indicated action:

Publisher:GetTicket

Publisher:GetMachineToRemove

Listener:CreateNamedPipe //Multiple entries could indicate systematic problem on start

RemoveMachine

ListMachines

IT administrators and users of Office Professional Plus for Office 365 have several options for obtaining help.

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