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Troubleshoot specific errors in Office 365 ProPlus

 

Applies to: Office 365 ProPlus

Topic Last Modified: 2014-06-26

Summary: Explains how to troubleshoot specific errors for Office 365 ProPlus.

Audience: IT Professionals

If users encounter activation errors, subscription errors, or other errors, when they run Office 365 ProPlus, follow the steps in this article to resolve the issues.

If users do not see one of the errors that are covered in this article, or if the steps do not resolve the issue, see Troubleshooting tips for Office 365 ProPlus for additional troubleshooting help.

NoteNote:
You can complete tasks in all Office 2013 suites by using a mouse, keyboard shortcuts, or touch. For information about how to use keyboard shortcuts and touch with Office products and services, see Keyboard shortcuts and Office Touch Guide.

In this article:

Summary:   The user sees the error message Unlicensed Product or error code 0x80070005.

Cause:   This problem occurs when Office is no longer licensed.

Resolution:   Follow the steps in Microsoft Knowledge Base (KB) article 2899838.

Summary:   The user sees the error message Microsoft Office Subscription Error.

Cause:   This error indicates that there is an issue with the Office 365 ProPlus services.

Resolution:   Uninstall Office 365 ProPlus and reinstall it from the original installation source.

Summary:   The user sees the error message Office Subscription Removed.

Cause:   This symptom can be caused by one or more of the following:

  • The user ID account was de-provisioned for Office 365 ProPlus.

  • The computer was removed from the user’s account when the user tried to activate an additional computer.

Resolution:   Uninstall Office 365 ProPlus and reinstall it from the original installation source.

Summary:   The user sees the error message No Subscription Found.

Cause:   This symptom can be caused by one or more of the following:

  • The user ID and password entered is not assigned to a known Office 365 ProPlus account.

  • Office 365 ProPlus services tried to remove a computer from the user’s account and was unable to authenticate the user by using the stored credentials.

Resolution:   Check the user’s license provisioning
  1. Log on to the Office 365 Portal and verify that the user’s account exists and that the user ID is assigned to the Office 365 ProPlus license.

  2. If the user’s account does not exist, add the account. See Create or edit users.

  3. Assign the license to the user’s user ID. See Assign or remove licenses.

  4. In the No Subscription Found dialog box, choose Retry.

If these steps do not resolve the problem, uninstall Office 365 ProPlus and reinstall it from the original installation source. If the problem persists, contact Office 365 Support. If you are an IT administrator, see Support for Microsoft Office 365. Otherwise, contact the IT administrator for help.

Summary:   The user sees the error message Activation Error.

Cause:   This error indicates that the Office 365 ProPlus services cannot activate Office.

Resolution:   Repair the Office installation and check Internet connectivity
  1. On the Start menu, open Control Panel and then open Programs and Features.

  2. Select Microsoft Office 2013 Professional Plus, and then choose Change.

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

  4. After the repair process is finished, verify that the services can connect to the Internet. To do this, follow these steps:

    1. Ask the user to open a web browser and try to access the following URL:

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

    2. If the user receives an error, check for firewall blocking, proxy access issues, conflicting policies, or local configurations that would prevent the Office 365 ProPlus 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 ProPlus services from connecting.

    3. 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 365 ProPlus, 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 choose Internet Options. The Internet Options window opens.

      3. Choose 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 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.

Summary:   The user sees the error message Internet Connection Required.

Office 365 ProPlus requires Internet connectivity to Office 365 Online Services to keep Office activated and fully functional.

Cause:   The Office 365 ProPlus services cannot connect to the Internet.

Resolution:   Verify server connectivity
  1. To verify that the Office 365 services can connect to the internet, ask the user to open a web browser and try to access the following URL.

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

  2. If the user receives an error, check for firewall blocking, proxy access issues, conflicting policies or local configurations that would prevent the Office 365 ProPlus 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 ProPlus services from connecting.

    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 365 ProPlus, 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 choose Internet Options. The Internet Options dialog box opens.

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

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

    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 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.

Summary:   The user sees the error message A program needed by the Office Subscription service is not running.

Cause:   One of the services used by Office 365 ProPlus is not running.

Resolution:   Restart the computer. If the problem persists, verify that the Office 365 ProPlus services are running. To do this, see the resolution for Issue: Unable to Start Subscription Service for Office.

Summary:   The user sees the error message Microsoft Office Repair Required.

Cause:   One of the services that are used by Office 365 ProPlus is not running.

Resolution:   Repair Office installation
  1. On the Start menu, open Control Panel and then open Programs and Features.

  2. Select Microsoft Office Professional Plus 2013, and then choose Change.

  3. After Setup starts, choose Repair and then choose Continue.

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