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Troubleshoot specific errors in Office Professional Plus for Office 365 (Office 2010)

Office 365
 

Applies to: Office Professional Plus 2010, Office 365

Topic Last Modified: 2014-01-10

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

If users do not receive one of the errors that are covered in this article or if the steps do not resolve the issue, see General troubleshooting in Office Professional Plus for Office 365 (Office 2010) for additional troubleshooting help.

In this article:

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

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

Resolution:   Repair Office installation and reset licensing status
  1. From the Start menu, select Control Panel, and then open Add or Remove Programs or, in Windows 7, Programs and Features.

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

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

  4. After the repair process is finished, reset the user’s license status on the computer. To do this, follow these steps:

    1. From the Start menu, type cmd in the Search field, and then press ENTER.

    2. At the command prompt, 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. Click the Windows Start button. In the Search field, type cmd, and then press ENTER.

    4. Type OSAUI.exe /F. For example:

      C:\Program Files\Common Files\Microsoft Shared\OFFICE14\OSAUI.exe /F
      
    5. Press ENTER.

    6. Ask the user to enter the user ID and password.

If these steps do not resolve the problem, uninstall Office Professional Plus for Office 365 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 Professional Plus for Office 365.

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

Resolution:   Check the user’s license provisioning and reset the licensing status
  1. Log into the Office 365 Portal and verify that the user’s account exists and that the user ID is assigned to the license for Office Professional Plus for Office 365.

  2. If the user’s account does not exist, add the account. See Create, edit, or delete users (http://go.microsoft.com/fwlink/p/?LinkId=212872).

  3. Assign the license to the user ID. See Manage licenses (http://go.microsoft.com/fwlink/p/?LinkId=212968).

  4. To reset the license status on the computer, click Start. In the Search field, type cmd, and then press ENTER.

  5. At the command prompt, 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

  6. Type in OSAUI.exe /K. For example:

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

  8. After a minute, open an Office application.

  9. If this does not resolve the issue, close all Office applications. Go back to step 4 and run OSAUI.exe /F instead of OSAUI.exe /K.

  10. Ask the user enter the user ID and password.

If these steps do not resolve the problem, uninstall Office Professional Plus for Office 365 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 Professional Plus for Office 365 account.

  • Office Professional Plus for Office 365 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 Professional Plus for Office 365 license.

  2. If the user’s account does not exist, add the account. See Create, edit, or delete users (http://go.microsoft.com/fwlink/p/?LinkId=212872).

  3. Assign the license to the user ID. See Manage licenses (http://go.microsoft.com/fwlink/p/?LinkId=212968).

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

If these steps do not resolve the problem, uninstall Office Professional Plus for Office 365 and reinstall it from the original installation source. If the problem persists, contact Office 365 Support. If you are an IT administrator, see Get support for Office 365 (http://go.microsoft.com/fwlink/p/?LinkId=212880). Otherwise, contact the IT administrator for help.

Summary:   The user sees the error message Unlicensed Product or Product Activation Required.

Cause:   This error indicates that Office 2010 is no longer licensed.

Resolution:   See KB article "Unlicensed Product" error when you open an Office Professional Plus 2010 application (http://go.microsoft.com/fwlink/p/?LinkId=389976).   

Summary:   The user sees the error message Activation Error.

Cause:   This error indicates that the Office Professional Plus for Office 365 services cannot activate Office.

Resolution:   Repair the Office installation and check Internet connectivity
  1. From the Start menu, open Control Panel and then open Add or Remove Programs or, in Windows 7, Programs and Features.

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

  3. After Setup starts, select Repair and then click 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://osub.microsoft.com/APIService/Microsoft.Office.SubscriptionServer.API.APIService.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 Professional Plus for 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 Professional Plus for Office 365 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 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 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).

Summary:   The user sees the error message Activation Failed.

Cause:   This is a known issue that occurs when users install a volume-licensed Office product after they have installed Office Professional Plus for Office 365.

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. If the version information does not contain the word "Subscription", see KB article 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).

Resolution: See KB article 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).   

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

Office Professional Plus for Office 365 requires Internet connectivity to Office 365 Online Services to keep Office activated and fully functional.

Cause:   The Office Professional Plus for Office 365 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://osub.microsoft.com/APIService/Microsoft.Office.SubscriptionServer.API.APIService.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 Professional Plus for 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 Professional Plus for Office 365 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 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 dialog box opens.

    3. Click 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 (http://go.microsoft.com/fwlink/p/?LinkId=214212).

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 Professional Plus for Office 365 is not running.

Resolution:   Restart the computer. If the problem persists, verify that the Office Professional Plus for Office 365 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 Unable to Start Subscription Service for Office.

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

Resolution:   Check the Office 365 components
  1. Check that the Local Services Office Software Protection Platform and Microsoft Office 2010 Subscription Agent are started and set to start automatically. To do this, right-click the taskbar, and then click Start Task Manager. The Windows Task Manager dialog box appears.

  2. Click the Services tab of the Windows Task Manager dialog box.

  3. Click the Services button.

  4. Locate the Local Services Office Software Protection Platform and Microsoft Office 2010 Subscription Agent.

  5. To verify the services are started and set to start automatically, select each service, one at a time, right-click them, and select Properties.

  6. If the services do not start, you may have to repair the Office installation. To do this, see the resolution for Issue: Microsoft Office Subscription Error.

  7. Check the registry to verify 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

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

  9. Verify that the user’s computer has the correct date, time, and time zone set in Control Panel.

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

  10. If there are any misconfigurations, correct them and then restart the computer.

Summary:   The user sees the error message System Clock Error.

Cause:   Activation of Office Professional Plus for Office 365 failed because of a problem with the computer system clock.

Resolution:   Set date, year, time and time zone correctly and reset license status
  1. Verify that the user’s computer has the correct date, time, and time zone set in Control Panel. For Windows Vista and Windows 7 users, see Set the clock (http://go.microsoft.com/fwlink/p/?LinkId=213094).

  2. If there are any misconfigurations, correct them and then restart the computer.

  3. After restarting the computer, reset and re-provision the user’s Office Subscription. To do this, follow these steps:

    1. Click Start and then, in the Search field, type cmd.

    2. Press ENTER.

    3. At the command prompt, 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

    4. Type in OSAUI.exe /F. For example:

      C:\Program Files\Common Files\Microsoft Shared\OFFICE14\OSAUI.exe /F
      
    5. Press ENTER.

    6. Ask the user to enter the user ID and password.

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

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

Resolution:   Repair Office installation
  1. From the Start menu, open Control Panel and then open Add or Remove Programs or, in Windows 7, Programs and Features.

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

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

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