MS Office 365 Subscription Message Problem

KB > Computer and Networking Service > MS 365 Services
MESSAGE:
ACCOUNT NOTICE We've run into a problem with your Office 365 subscription and we need your help to fix it. (Reactivate button)
 
SOLUTION:
1-    Have the user close ALL windows that are open.
Log in as an tenant admin, go to the user and log that user off of all Microsoft services.
Try again- If that doesn't work go to step 2

2-    I understand we are facing activation issues on the machine. We were able to isolate the issue by following the below steps :: 

 

--Signed out of the Office applications 

            Launch any application(say Word or Excel)à File à Account à Sign out à Yes 

--Remove the credentials from the Credential Manager 

            Search for Credential Manager in the control panel à Windows credentials à Microsoft Office 15/16 à Remove the credentials 

--Remove the Identities folder from the Registry 

            HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities and deleted the "Identities" folder

Try again now, if it does not work go to the next step -

--Run the scripts mentioned in below by running the command prompt as an administrator 

Office 2016:

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cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office16\ospp.vbs" /dstatus

cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office16\ospp.vbs" /unpkey:XXXX

Office 2015:

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cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office15\ospp.vbs" /dstatus

cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office15\ospp.vbs" /unpkey:XXXX

 

XXXX is the last 4 digits of the Office key that is displayed from the /dstatus switch

 

--Launch Office applications and activate with Office 365 credentials

Article ID: 126, , Modified: 10/12/2023 at 4:35 PM

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