Office Apps Error

Question

As soon as I open Excel I get this message. I try and sign in then next it tells me no network

Then I get this error and I am connected to the internet. Then I say try again.

Then it askes me to activate office but I have a paid Microsoft office 365 account. I try and sign in but then gives me the following error.

I uninstalled office twice and every time I get the same fault. I even went as far as delete the registry but I guess that did not work. I have updated office and no difference. How do I fix this. I am connected to the internet. It was working just fine until Microsoft rolled out the new update and from there just didn't want to work no matter what I did. I've been struggling for about 2 weeks now. Still cannot fix it.

Is there anyone out there that can help me fix this problem.

Answer 1

Hello @Johann Hornigold

Thank you for reaching out, and I'm truly sorry to hear that you're experiencing activation issues with Microsoft Office. I understand how frustrating this can be, and I'm here to help guide you through a solution. 

Based on the error messages you've encountered (such as "No network connection", "9BXF9 – Unexpected error", or prompts asking for a product key), the issue is likely related to residual sign-in data, corrupted activation files, or network misconfiguration. 

Please follow the steps below to help resolve the issue: 

Step 1: Sign Out and Clear Cached Data 

Residual sign-in data or cached information can cause activation issues. Let's start by clearing this data: 

1. Close all Office applications (e.g., Word, Excel, Outlook). 
2. Open Task Manager (press Ctrl + Shift + Esc) and end any processes related to: 

• OneAuth 
• OfficeClickToRun 
• Microsoft Teams (if running) 

1. Open File Explorer and do the following: 
   • Enable Hidden Items: Click the View tab and check the box for Hidden items in the Show/hide group. 
   • Manually Type the Folder Paths:
   • Press Windows + R to open the Run dialog box. 
   • Type or paste the following path and press Enter: %localappdata%\Microsoft\IdentityCache 

If the folder opens, delete all files inside. Repeat the same for the path: %localappdata%\Microsoft\OneAuth  

1. Remove Credentials: 
   • Open Credential Manager (search in Start menu). 
   • Go to Windows Credentials and remove any credentials related to: 

Step 2: Reset Network Settings 

If you're encountering network-related errors (e.g., "No network connection" or error code 9BXF9 – code 1813), resetting network settings may help: 

1. Open Command Prompt as Administrator (right-click and select Run as Administrator). 
2. Run the following commands, pressing Enter after each: 

ipconfig /flushdns 

netsh int ip reset 

netsh winsock reset 

1. Restart your computer to apply the changes. 

Step 3: Reset Internet Explorer Settings 

If the issue persists, resetting Internet Explorer settings may also help: 

1. Press Windows + R to open the Run dialog box. 
2. Type the following command and press Enter: 

RUNDLL32.exe InetCpl.cpl, ResetIEtoDefaults  

1. This will open a Reset Internet Explorer Settings window. Click Reset and follow the on-screen instructions. 

Step 4: Sign In and Activate Office 

1. After completing the previous steps, open any Office application (e.g., Word or Excel). 
2. Sign in with your Microsoft 365 account. You should no longer be prompted for a product key. 
3. If prompted for a product key despite using a Microsoft 365 subscription, click I don’t have a product key and follow the on-screen instructions to sign in. 

Step 5: Check Date/Time and Update Windows (Optional) 

1. Ensure your system’s date and time are set correctly. Incorrect settings can interfere with activation. 
2. Go to Settings > Windows Update, and check for any pending updates. Install all available updates to ensure your system is fully up to date.

After completing these steps, open any Office app (e.g., Word or Excel), sign in with your Microsoft 365 account, and check if the license is applied successfully. 

If the issue continues after completing the steps above, please let me know, and I’ll be happy to assist you further. 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

Answer 2

hi @Johann Hornigold

Thanks for your update. I understand you're still running into trouble with your Office apps even after trying many troubleshooting steps. I really appreciate your patience, and I'm here to help you move forward. 

Since the usual fixes haven’t resolved the problem, let’s try two key steps. The first is to help identify whether the issue is related to your current Windows user profile. The second involves reaching out to Microsoft for direct expert support if needed. 

1. Test with a New Windows User Profile 

Sometimes, Office issues are tied to the current Windows user account. Creating a new profile is a useful diagnostic step to help determine this. 

To create a new local user account: 

• Go to Settings > Accounts > Family & other users 
• Under Other users, click Add someone else to this PC 
• Click I don’t have this person’s sign-in information 
• On the next screen, choose Add a user without a Microsoft account 
• Enter a username (e.g., "TestUser") and click Next. You can skip setting a password for this test. 

To log in and test: 

• Log out of your current Windows user account 
• Log into the new TestUser account 
• Open any Office app (like Word or Excel) and check whether the sign-in issue still appears 

If the problem does not occur in the new profile, it’s likely that the original Windows profile is causing the issue. 

2. Contact Microsoft Support (Raise a Ticket / Remote Assistance) 

If Office still isn't working even on a new user profile, it means the issue is more complex and requires direct help. Microsoft's support team can access your PC remotely (with your permission) and use advanced tools to find and fix the problem. 

1. Visit the Microsoft Support Page: Go to https://support.microsoft.com/contactus 
2. Describe your issue: Clearly explain that your Office apps aren't working, you're prompted to sign in with errors, and that you've already tried many troubleshooting steps, including creating a new Windows user profile. 
3. Request Live Support: You'll likely start with a virtual agent but keep following the prompts to connect with a live support agent who can offer remote assistance. 

Please start with the New Windows User Profile test and let me know how it goes. This will help us understand the next best step for you. 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

Answer 3

Hi Johann Hornigold, 

Thank you for your kind message and for keeping me updated. I truly appreciate you taking the time to follow up.

I completely understand your schedule, and there’s absolutely no rush to try the steps. Please feel free to proceed whenever it's most convenient for you, including Friday night as you mentioned.

I'm glad to hear that Office is currently working well on your laptop, and I'm hopeful that the provided steps will help resolve the issue on your desktop as well. It's interesting to note the difference in behavior between your devices; this can sometimes offer valuable insights should further investigation be needed.

Please let me know how it goes once you've had a chance to try the suggestions. If the issue persists, or if you require any further assistance, I'll be more than happy to continue supporting you.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 4

Up to today 25 May 2025 there is absolutely no difference to the first error that I got int the first place. I spent hours trying to fix and did absolutely everything you suggested, even creating a new profile and nothing works. The only thing left is to uninstall office completely and cancel my Office 365 subscription as it no point in paying for something that does not work anymore.

Answer 5

I have been quiet for a while. Nothing worked. I tried all options. I uninstalled office completely and even went as far as to delete all office registry and left it like that for a few weeks. in the meantime, I used the online spreadsheet to do all my work. Also a few updates have been installed so last night I decided to re install office again. Keeps telling me to sign in and when I try it says no network connection but I am connected and online. No matter what is I just cannot get it working again.