Office 365 for Students, Faculty, and Staff: Troubleshoot Installation and activation

Summary

Microsoft Office 365 Pro Plus is available free of charge to current University of Minnesota students, faculty, and staff. Office 365 is intended for use on personally-owned devices, not University-owned computers. This article contains suggestions for troubleshooting problems with Office 365 installation or activation.

 

Troubleshooting Suggestions

General

Login to Office Portal

  • Can you log in at portal.office.com?
  • See login directions in it.umn.edu/microsoft-office-365-pro-plus-faculty  Note that you first see a Microsoft login screen where you enter your UofM email (example: [email protected]), and then you are sent to a UofM login screen.
  • If you have trouble logging in, clear cache and cookies and try again. For directions on how to do this, see z.umn.edu/cookies.
  • Try a different browser. Chrome and Firefox generally work well.
  • If you can't login, are you eligible for Office 365? See below.

Eligibility

  • If you are a student, are you currently registered for at least one credit?
  • If you are a student, when did you register for classes? Eligibility for Office is updated daily. It may take day or two after you register until you are able to install Office.
  • If you are staff or faculty, do you have an on-going position at the U? If your appointment changes term-by-term, you may lose access during times when you are not on staff.
  • Students, faculty and staff who leave the U will lose Office eligibility within a few days after they leave.
  • Retirees and graduates do not retain eligibility for Office 365 when they leave the U.

 

Supported devices

  • Is the device supported? Office 365 is available for Mac, Windows, iPhone, iPad, and Android phones and tablets. Check requirements of supported devices here: https://products.office.com/en-us/office-system-requirements
  • Do you see an error message "You can only install Office on a PC or Mac"? In the portal check  whether "Office" or "Phone & tablet" is selected at the left of the page. 

 

New installations: can't install

  • Does the computer or device have other problems such as wifi issues or malware? Resolve the other problems, and try again with Office.
  • Is another version of Office already installed on this computer? If so, uninstall other versions and try again.
  • How many installations have you used? See portal.office.com to check how many activations are left, or to deactivate installations no longer needed.

Installed but cannot activate: quick fixes

 

 

Office 365 was installed but stopped working

  • Has your eligibility for Office 365 changed? If you leave the U, you are no longer eligible for Office 365. Review eligibility above.
  • Connect the computer or device to the internet. Office 365 needs to connect to the internet at least once every 30 days to stay active.
  • Deactivate (at portal.office.com), uninstall, and reinstall.

Other sign-in issues

  • Our Office 365 subscription does not include OneDrive or other online features of Office.
  • If Office asks for a sign in, it may be asking for a login to use online features of Office. To use online feature of Office, you can create a free, personal OneDrive account.
  • Saving or syncing files in OneDrive requires a personal OneDrive account.
  • Use of OneNote requires a personal OneDrive account.
  • To create a free personal OneDrive account, or to recover a password for a previously-created personal OneDrive account, see https://onedrive.live.com/about/en-us/
  • When creating a OneDrive account, use a personal email account, and not your UofM email address.

 

Sign-in variations

In some cases activation or OneDrive sign-ins do not seem to work using the standard sign-ins. If this happens, try some of the following alternate forms.

 

 

Additional Resources

Microsoft Office at the U, General Information - z.umn.edu/msoffice

Microsoft Office for University-owned computers - see download.software.umn.edu

Microsoft Office 365 Installation Instructions - z.umn.edu/office365

Office 365 Portal - portal.office.com

Office 365: Activation problems - remove license files https://tdx.umn.edu/TDClient/KB/ArticleDet?ID=4557 

If Office is installed but will not activate, removal of previous Office license files may help.

 

Uninstall Office

Complete uninstall (Mac), if standard uninstall and reinstall didn't help
https://support.office.com/en-us/article/uninstall-office-for-mac-eefa1199-5b58-43af-8a3d-b73dc1a8cae3

Complete uninstall (Win), if standard uninstall and reinstall didn't help
https://support.office.com/en-us/article/manually-uninstall-office-4e2904ea-25c8-4544-99ee-17696bb3027b

 

Troubleshoot installing Office and Office 365 https://support.office.com/en-us/article/Troubleshoot-installing-Office-and-Office-365-35ff2def-e0b2-4dac-9784-4cf212c1f6c2   Extensive list, for users and technical support staff, some more applicable to personal purchase of Office. Includes links for complete uninstall directions.

Troubleshooting tips for Office 365 ProPlus https://technet.microsoft.com/en-us/library/gg702620(v=office.15).aspx  Intended for technical support staff, but some ideas may be useful to others.