Office 365, Office Software Installation / Activation / Troubleshooting

Troubleshooting steps to install and activate Office 365 Software.

Installation and Activation instructions for Office Software from Office 365:

Office 365 Software Installation Instructions

Troubleshooting Office 365 Install:

Use the Microsoft Support and Recovery Assistant for Office 365

For Help on Mac Machines:

Here is our suggestion:

  1. Delete the installation file you download from the Office 365 portal (if there are multiple files, delete those as well).
  2. Empty the trash.
  3. Restart your Mac
  4. Log back into and try the download and installation again.
  5. Once the file is downloaded, go to Finder and Right-click to OPEN it (see below).

Office 365 Open Fiel

Note: Make sure you have a good internet connection. Even after the initial file is downloaded, Office is downloading more files in the background.

We are working with Microsoft to figure out why we're seeing this error with so many installs. Our theory is that the Office 365 2016 for Mac installation servers are being bombarded with download requests. Everything slows down and installs time out, causing the error.

Troubleshooting Office 365 Install and Activation:

Blank screen on Office 365 portal or only have Edit permission on your documents:
You may not be licensed for Office 365 - active faculty, staff, and students are eligible. If you are part of one of these groups, and there is no Install option on the Office 365 page, please contact the Technology Services Help Desk at 217-244-7000 or

Uninstall all previously install Office Software

Check computer that date, time, and timezone are set correctly:
For Macs:
For PCs:

Check for Computer Name:
For Macs:
For PCs:

Repeated prompts to Activate or Login when using
The most common issue is that a address has been used for a personal, or consumer, Microsoft Office 365 account.
To check for this issue, login on the site using your address. If you are redirected to the campus Office 365 password page, but are still getting repeated login prompts, contact the Technology Services Help Desk at 217-244-7000 or If you get a message that indicates your email address has been used for more than one account, or asks you to select your work/school account or personal account, you will need to log into your personal Microsoft Office 365 account and change the associated email address to one that is not

The Installation failed (Mac users)
This typically means that there are some remnants of Office that exist on the machine. Remove these by searching for Microsoft Office and dragging them to the Trash.

Keywords:office 365, office software, office activation, office install, installation failed, mac   Doc ID:62766
Owner:Office 3.Group:University of Illinois Technology Services
Created:2016-04-18 11:08 CDTUpdated:2017-10-09 09:32 CDT
Sites:University of Illinois Technology Services
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