Internet connection ignored by Microsoft

Question

When I try to use a Microsoft product, e.g. set up Office, use Skype, etc., it tells me to get on-line -- when I am on-line already!

I am  using a Windows 8 laptop given me by a friend who had used it herself.

Moved from: Office / Install, upgrade and activate / Windows 8 / Office 2013

Answer 1

Are you able to browse websites?

Check steps here: https://support.microsoft.com/en-us/help/17220

Answer 2

It's possible that you're getting this issue due to an expired or corrupted Office subscription. We'd like to gather additional information for us to better assist you. Please answer the following:

• When was the Office purchased?
• Is it a perpetual licensed product (uses a product key) or a subscription?
• What is the IP address of your Windows 8? To do this, open Command Prompt > type ipconfig > Enter.

Your IP Address is under IPv4 Address in the middle of the screen.

• Are you only getting these error messages when attempting to use any Office application?

In the meantime, we suggest that you perform an Office repair to solve software conflicts that may affect the connection on the Internet. Click here to proceed.

Get back to us with the response for further assistance.

Answer 3

Hi Joan ... thank you for this, but I still have the same problem.I am on-line (by WiFi), as you can see by the fact that I am sending this!  I don't understand why I am still asked for another connection. What is the difference between VPN and LAN connections?  Is WiFi = LAN?  I have no proxys. One thing I have tried, following the route you showed me, is to turn on the "automatically detect settings" box, in both LAN and VPN settings -- but it made no difference.  When I try to use the connection I get a message "Error 651 Modem has reported an error". All very frustrating!

Answer 4

Hi,

We'd like to know the status of the issue. If you're still experiencing the connection problem on Windows 8, we suggest that you turn off the proxy on your device and check if the issue will persist. Go to Control Panel > Internet Options > Connections > Select your active connection > Settings.

We'll keep an eye out for your response.

Answer 5

Sorry, but this did not address my problem. I was given this Windows 8 computer by a lady who, I believe, had never used Word on it.  When I tried to open a .docx file, the "Welcome to Office" window came up, with a little Microsoft Office 2013 window saying "Please connect to the Internet so we can set up Office".  BUT, I am already connected to the internet! I have tried the Help button, and then tried both options -- "Use an existing connection" or "Use a new connection" (when I repeat the connection I already have). In any case, the next message is "The Internet connectivity test was unsuccessful". If I then try "Use the connection anyway" I get a message "The Internet connection is ready to use". Closing that message box, I am back where I came in, with the "Please connect to the Internet" message. Clicking on "Try again" has no effect.

Similar problems occur when trying to set up Skype, or my Microsoft account.