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Troubleshooting tips for Office 365 ProPlus

 

Applies to: Office 365 ProPlus

Topic Last Modified: 2014-03-22

Summary:Provides information about how to troubleshoot common problems with Office 365 ProPlus.

Office 365 ProPlus is designed to be easy to install, activate, and use, but problems can still occasionally crop up. For example, you can run into issues with licensing, activation, or connectivity. This article shows you some general steps you can take to diagnose problems when they happen, or you can troubleshoot specific errors you are seeing.

ImportantImportant:
This article is part of the Getting started guide for deploying Office 365 ProPlus for IT professionals.
Are you looking for help with installing Office with Office 365? You may be looking for Get started with Office 365 and Install Office with Office 365, which will help you learn how to set up and use Office 365 on your computer, phone, and tablet.

Before continuing, you might want to verify that Office 365 ProPlus is installed, as opposed to a non-subscription version of Office. To do this, open an Office application, such as Word, then choose File > Account. Under Product Information, you should see “Subscription Product.” If not, you’ll need to uninstall your current version of Office and install Office 365 ProPlus from the Office 365 portal (or from your local install location, if one exists).

In Office 365, you assign software licenses to user accounts. So, if a user is getting an activation or subscription error in Office 365 ProPlus, the first step is to verify that the user has an Office 365 account and is assigned a license for Office 365 ProPlus. For information on how to do this, see Create or edit users.

After you've verified the user is assigned a license, you should check that Office 365 ProPlus is activated. Activation usually occurs during initial installation. The computer has to connect to the Internet at least once every 30 days for Office 365 ProPlus to remain activated.

If Office 365 ProPlus isn't activated, Office goes into reduced functionality mode. In this mode, most commands are unavailable and users see “product deactivated” messages when they try to use Office 365 ProPlus applications:

  • When the user starts an Office 365 ProPlus application, a message says the product is deactivated:

    A dialog box saying "Product Deactivated" with buttons to enter a product key or to sign in to an active account.

    The user should choose Sign In to activate Office 365 ProPlus.

  • A message bar under the ribbon says the product is deactivated:

    A message bar under the ribbon saying "Product deactivated: to keep using Word without interruption, please reactivate now." The message bar includes a "Reactivate" button.

    The user should choose Reactivate to activate Office 365 ProPlus.

  • Under File > Account, a message under Product Information says the product is deactivated:

    The Account page in Backstage view showing the "Product Deactivated" message and a "Manage Account" button.

    The user should choose Manage Account to go to the My Account page in the Office 365 portal, to manage Office 365 ProPlus installations.

    NoteNote:
    If an Office 365 ProPlus application is already running when activation occurs, the Account tab may not reflect the licensed status. To see the updated license status on the Account tab, close and restart the Office 365 ProPlus application.

During installation, Office 365 ProPlus installs a script named ospp.vbs. This script displays the licenses that are available to Office products on that computer, and can help you spot license activation problems.

To run the ospp.vbs script:

  1. Determine whether the 32-bit or 64-bit version of Office 365 ProPlus is installed. To do this, open an Office 365 ProPlus application, such as Word, and choose File > Account > About {name of app}. 64-bit or 32-bit is displayed next to the application version.

    The "About Microsoft Word" box showing a 32-bit edition of Office.

  2. Determine whether the computer has the 32-bit or 64-bit version of Windows installed. To do this, press the Windows logo key+E, then choose System properties or Computer > System properties. Under System, the System type property will indicate either a 32-bit or 64-bit operating system.

    The System dialog box showing the System type property "64-bit Operating System."

  3. Open a command prompt and type one of the following commands, depending on your versions of Windows and Office:

    • If the 32-bit version of Office 365 ProPlus is installed on the 32-bit version of Windows:

      cscript.exe "%ProgramFiles%\Microsoft Office\Office15\"ospp.vbs /dstatus

    • If the 32-bit version of Office 365 ProPlus is installed on the 64-bit version of Windows:

      cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office15\"ospp.vbs /dstatus

    • If the 64-bit version of Office 365 ProPlus is installed on the 64-bit version of Windows:

      cscript.exe "%ProgramFiles%\Microsoft Office\Office15\"ospp.vbs /dstatus

  4. Review the LICENSE STATUS. The following table describes what each status means.

    License status Description

    OOB_GRACE

    Office 365 ProPlus was recently installed and is fully functional, but hasn’t been activated yet. The user is prompted to enter user ID credentials to activate Office 365 ProPlus.

    LICENSED

    Office 365 ProPlus is fully functional and activated.

    EXTENDED_GRACE

    Office 365 ProPlus is fully functional but at risk of going into reduced functionality mode. This status lasts for 30 days and indicates that the product key wasn't successfully re-activated. In most cases, this means the computer hasn't connected to the Internet for some time and Office 365 hasn’t had an opportunity to validate the license.

    NOTIFICATIONS

    Office 365 ProPlus is in reduced functionality mode, and displays messages that the user needs to reactivate.

You can also try using the ospp.vbs script to fix the activation problem.

Office 365 ProPlus doesn’t require a constant connection to the Internet to work correctly, but it does need to connect at least once every 30 days to verify the license status. One way to verify connectivity is to access the following URL:

https://ols.officeapps.live.com/olsc/OlsClient.svc

If successful, you should see a page that resembles this one:

A portion of a web page showing the text "Service: This is a Windows Communication Foundation service."

If you don’t see this page, check for other configurations that might be preventing Office 365 ProPlus from connecting to the Internet, such as firewall or proxy server settings. In particular, verify that no firewalls are blocking ports 443 and 80, and that HTTPS traffic is allowed over TCP on port 443.

To check proxy settings:

  1. Open an Internet Explorer browser window.

  2. Select Tools > Internet Options > Connections > LAN settings.

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

  4. If your organization requires Internet connectivity through a specific proxy server and Automatically detect settings is unchecked, make sure that Office 365 services can connect to the Internet through that server. To do this, you can use the BITSAdmin command-line tool and run the following command:

    bitsadmin /util /setieproxy networkservice MANUAL_PROXY proxyserver:port

    (In this command, replace proxyserver:port with the name of your proxy server and port number.)

    Get more information about using the BITSAdmin Tool.

In most installations, updates for Office 365 ProPlus are downloaded and installed automatically. To make sure Office 365 ProPlus is set to receive the updates correctly, open an Office 365 ProPlus application, such as Word, and choose File > Account. Under Office Updates, you should see the words “Updates are automatically downloaded and installed.”

The Product Information section on the Account page, showing the text "Office Updates: Updates are automatically downloaded and installed."

If not, choose Update Options > Enable Updates.

If none of the other steps in this article seem to fix your problem, try repairing your installation of Office 365 ProPlus.

  1. Press the Windows logo key and type Control Panel, then select it.

  2. Select Programs > Programs and Features.

  3. Select Microsoft Office 365 ProPlus, then select Change.

    A dialog box asking "How would you like to repair your Office Programs?" with two options, "Quick Repair" and "Online Repair."

  4. Select the option you want. We recommend that you try Online Repair. This can take over 10 minutes, depending on the speed of your Internet connection. The Online Repair option updates you with the latest build of Office 365 ProPlus.

    If that doesn’t work, uninstall Office 365 ProPlus from the user’s computer. Then, deploy Office 365 ProPlus to the user’s computer again or have the user install Office 365 ProPlus from the Office 365 portal.

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