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Troubleshoot specific errors in Office 365 ProPlus

 

Applies to: Office 365 ProPlus

Topic Last Modified: 2014-09-08

Summary: Provides steps that Office 365 admins can take to troubleshoot specific errors for Office 365 ProPlus.

Audience: IT Professionals

Are your users seeing one of the following error messages when they use Office 365 ProPlus? If so, we have steps for you to take to help you fix the problem.

Cause:   This problem occurs when Office 365 ProPlus is no longer licensed.

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

Cause:   This problem occurs when Office 365 ProPlus is no longer licensed.

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

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

  • The user is no longer assigned an Office 365 ProPlus license.

  • There are one or more versions of Office installed on the computer and one of those versions has expired.

Resolution:   Sign in to the Office 365 portal as an admin and check that the user is assigned an Office 365 ProPlus license. After you assign the license, have the user sign in to Office 365 ProPlus to activate it.

If these steps do not resolve the problem, uninstall Office 365 ProPlus by using the Microsoft FixIt in Microsoft Knowledge Base (KB) article 2739501. Then, reinstall Office 365 ProPlus from the original installation location, such as from the Office 365 portal.

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

  • The user ID and password entered isn’t assigned to a known Office 365 ProPlus account.

  • An incorrect version of Office is installed for the specified user.

Resolution:   Sign in to the Office 365 portal as an admin. Check that the user’s account exists and that the user is assigned an Office 365 ProPlus license.

If the user’s account doesn’t exist, create an account for the user. Then, assign a license for Office 365 ProPlus to the user’s account.

If these steps do not resolve the problem, uninstall Office 365 ProPlus by using the Microsoft FixIt in Microsoft Knowledge Base (KB) article 2739501. Then, reinstall Office 365 ProPlus from the original installation location, such as from the Office 365 portal.

Cause:   This error indicates that Office 365 ProPlus can’t be activated.

Resolution:   Follow the steps in Microsoft Knowledge Base (KB) article 2745026.

Cause:   One of the services that’s used by Office 365 ProPlus isn’t running.

Resolution:   Repair the installation of Office 365 ProPlus, by doing the following:

  1. Go to Control Panel > Programs > Programs and Features.

  2. Select Microsoft Office 365 ProPlus, and then choose Change.

  3. Choose Online Repair, and then choose Repair.

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