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Dear Azure community,
The MS Windows Support colleagues passed on my ticket to the Azure team to resolve the following issue:
I was using my Outlook with a university MS account / my university email adress during my studies at that university. Now I graduated and my university email account is deactivated, I tired to switch Outlook to my Office Family license that I had purchased and that is active - without success. All other Office Apps (Word, Excel, etc.) work just fine, but Outlook does not, at all, it does not recognize the email adress linked to my Office Family license.
The MS Windows support team already de- and reinstalled Office, and deleted the university registration account from my system, but could not resolve the issue (chat time with the Windows Support team on this issue was 2,5h).
They asked me to contact the Azure community / experts at https://techcommunity.microsoft.com/t5/azure/ct-p/Azure and also passed my ticket on to the MS Azure team.
Help is greatly appreciated! Thanks.
Hi @Eva HM
I am mainly responsible for general issues with the Office desktop clients on Q&A forum.
Could you please go to Outlook > Office Account, check the information under Product Information?
It's recommended to take a screenshot and share with us. Please note, to protect your privacy information, you need to cover part of the email account.
Then I suggest you search CMD, right-click the Command Prompt and run as administrator. Then copy and paste the command below in it, click Enter at last:
cscript.exe "%ProgramFiles%\Microsoft Office\Office16\ospp.vbs" /dstatus
(If you are running 32-bit Office on a 64-bit operating system)
cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office16\ospp.vbs" /dstatus
And then, please also take a screenshot like the image below, and past here for better analysis.
> deleted the university registration account from my system
Did they help you unlinke your university account from Windows Settings > Accounts > Email & accounts and Accessing Work or School?
Currently, I would like to suggest you close all Office apps, go to Credential Manager > Windows Credentials, remove the credentials related to Office includes Outlook.
Then restart Outlook and sign into your new licensed account to have a check.
Any updates, welcome to post back.
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Hi @Eva HM
I am checking this thread, is there any update?
If yes, welcome to post back.
Hello @Emily Hua-MSFT , thanks for checking back. I followed all your indications, unfortunately, without results:
I think the Azure level needs to take a look at this. What would be the next steps?
Thank you and best regards,
Eva
Hi @Eva HM
Thanks for your response.
Please note ~ Q&A forum and the Azure community that you mentioned above are are two different forums.
If you need the help from Azure level on Q&A forum, it's recommended to post a new thread with the related Azure tags. The "office-deployment" focuses more on general issues of Office deployment and installation.
Thanks for your understandings.
Thank you, @Emily Hua-MSFT .
I am not sure I need to go to Azure community or the Azure level on the Q&A forum.
Are there any other ideas that come to mind from the Q&A forum / "office deployment" focus, without Azure?
If not, I would escalate my issue to Azure level.
Please let me know.
Best,
Eva
Hi @Eva HM
Looking at this issue from an Office perspective, I need your help for more details.
It is recommended to provide us with any error messages when Outlook does not recognize your Microsoft account.
Besides, could you please share us with some screenshots according to the troubleshooting steps in my previous reply? I will check them for better analysis.
Such as the Product Information interface in Word, Outlook (If your email account is shown on them, please remember to cover it.), and the results of "dstatus" command.
> The MS Windows support team already de- and reinstalled Office,
In the script, there were no keys detected,
- You have the **[Microsoft 365 Family subscription][1]**, am I right?
- Did the MS Windows support team reinstall Office from **[Services & subscriptions webpage][2]**?
I suggest you go to `Control Panel > Uninstall a program`, check **the name of your Office** from the list.
We need to make sure this name matches the version of Office that you have the license for.
Then I suggest you locate to Registry Editor > `Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities`.
Please select its subfolders one by one and go to the right panel, find `EmailAddress` to check whether the previous university account still exists.
[1]: https://www.microsoft.com/en-us/microsoft-365/p/microsoft-365-family/cfq7ttc0k5dm?activetab=pivot:overviewtab
[2]: https://account.microsoft.com/services?refd=login.microsoftonline.com
Hello @Emily Hua-MSFT ,
Thanks for your persistence and thorough troubleshooting.
It took me a while to get all the screenshots and steps you asked me for. Here I go (please see the screenshot titles so you understand which each one is):
Best,
Eva
Hi @Eva HM
Thanks for your sharing.
Via the translation of the error messages, I find that first of all there is an issue of not being able to open Outlook.
Then there is a problem with the activation information for Office. Usually Microsoft 365 Apps will display the specific version in the Apps list, and the "dstatus" commands will display the activation information of Office.
For Outlook issue, it's best to post a new thread on Q&A with the tag "office-outlook-itpro", as there is a specific Outlook team for this type of issue. Thanks for your understandings.
By the way, I find some articles, such as the method 1 in "How to fix the Outlook 2016 credentials prompt error" (Please Note: Since the web site is not hosted by Microsoft, the link may changed without notice. Microsoft does not guarantee the accuracy of this information.).
The "Create a new Profile" section in "Overview of Outlook e-mail profiles".
(Please note, serious problems might occur if you modify the registry incorrectly. Before you modify it, please remember to back up the registry for restoration in case problems occur.)
Hi @Eva HM
And the similar thread "Cannot start microsoft outlook. Cannot open the outlook window. The set of folders cannot be opened. The information store could not be opened" you can have a look.
Hi @Eva HM
For activation information issue, after the Outlook problem has progressed, it is best to try logging out of your Microsoft account and logging back in Office apps, or uninstalling and reinstalling Office to have a check.
Or you can uninstall Office before trying Outlook efforts, and create a new local Windows Administrator account directly to install Office.