I cant get windows 365 to load on my hp laptop

Dave Schwarz 20 Reputation points
2026-03-13T23:06:28.5133333+00:00

I have a subscription to Microsoft. I have bought office 365. I download and click on setup .exe and the file appears to unpack and gives me the message All Set Microsoft365 is installed. But when I go to open a word document there is no action at all. The icons are there but Program Files show no file size for this file. I have been through this for days and have contacted support. No one has been able to help me. I have uninstalled and re installed at least 10 times.

Microsoft 365 and Office | Other
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John Jefferson Doyon 90,150 Reputation points Independent Advisor
2026-03-13T23:44:21.9566667+00:00

Hi, I'm John! I will help you with this.

Are you able to see your Microsoft 365 subscription under the Services & subscriptions page here: https://account.microsoft.com/services (make sure you’re signed in with the same Microsoft account you used to activate Office)?

If you can see it there, please follow these steps below.

Before installing, it’s a good idea to uninstall all existing versions of Office to avoid conflicts.

Here’s how:

  • Open the Control Panel > Programs > Programs and Features.
  • Look for any version of Microsoft Office or Office apps, right-click, then choose Uninstall. Please uninstall all Office apps.
  • Once that’s done, restart your computer just to be safe.

Then, to reinstall Microsoft Office:

  • Go to https://account.microsoft.com/services again.
  • Sign in using the same Microsoft account linked to your license.
  • Find your Microsoft 365 subscription and click the "Install".
  • That will download the installer for the Office apps, just run it and follow the steps.

If anything’s unclear or the "Install" option still doesn’t show, feel free to let me know. I’ll be happy to walk you through it.

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

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  1. Dave Schwarz 20 Reputation points
    2026-03-14T23:06:52.33+00:00

    I will try doing this but, I've done these steps a few times now and I keep getting the same result. The exe file does its thing and then says everything is good and it's all installed. I reboot the laptop. But when I try to open word from the start menu icon it does nothing. I look in program files and 0365 is not there. Office 15 seems to be back. 365 shows in installed apps but there is no file size.

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