Although Office 365 ProPlus is designed to be easy to install, activate, and use, problems may still occasionally arise.  For example, you could run into issues with activation, licensing, or connectivity. 

This support article provides information for troubleshooting specific errors presented to you, as well as general steps for diagnosing Office ProPlus problems if that appear.

Installation Issues:
If you run into problems accessing Office ProPlus, you should verify that you have properly installed Office ProPlus (rather than a non-subscription of Office). To verify, open any Office application (e.g., Word, Excel, etc), then select File > Account.  Under Product information, you will see "Subscription Product" if you have installed a subscription version of Office ProPlus. If not, you will want to uninstall your current version of Office, and install Office ProPlus from your Office 365 portal.

Licensing Issues:
Because software licenses are assigned to UI user accounts, you may need to check with the ITS Help Desk to verify that you have an Office 365 account, and are assigned a license for Office ProPlus.

Activation Issues:
If you have verified that you have an Office 365 account and have been assigned a license for Office ProPlus, but are still having problems with Office ProPlus, you should verify that Office ProPlus is activated on your computer. Activation usually occurs during the installation process, and the computer or device has to connect to the internet at least once every 30 days in order for Office ProPlus to remain activated.  If Office ProPlus *isn't* activated, it will go into reduced functionality mode. Once in reduced functionality mode, most of the commands are unavailable, and users will see one or more of the "Product Deactivated" message when they try to use Office ProPlus applications:


If you receive this message, you should select Sign In to reactivate your Office ProPlus

Reactivate OfficeProPlus
If you receive this message, click Reactivate to reactivate Office ProPlus

red box around product deactivated
If you receive this message under File > Account, select Manage Account to go to your My Account page in the Office 365 portal and manage the Office ProPlus installation 

Connectivity Issues:
While Office 365 doesn't require a constant connection to the Internet for full functionality, you do 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 you are successfully connected, you should see a page that resembles the following:
Metadata publishing for this service is currently disabled message
If you don't receive this page, you may need to troubleshoot other configurations that may be preventing Office 365 from connecting to the Internet, such as as your Internet connection, and/or firewall or proxy server settings.

General Troubleshooting Tips & Tricks:

Article number: 
103426
Last updated: 
May 2, 2017
Service: 
Category: