Microsoft Office Activation Issues After Migration to Azure

Question

Hello,

We have recently migrated our business to Azure Active Directory using the Active Directory Sync tool. (I thought this would be important to mention since I feel that it is related to the issue) Before migration, we had separate office 365 pro plus licenses and accounts that we used to install office. (Our microsoft accounts were unaware of our local domain)

After migration, those accounts went away and now we use our active directory logins to access everything related to office 365 (as expected) Over the past 2 weeks or so, accounts have slowly been getting the popup when launching an office application that states, "Account Notice - We've run into a problem with your office 365 subscription, and we need your help to fix it." With the options of "Go to my account" or "Remind me later"

-If you select, the first option, you are just taken to the office portal to install office. Installing again does nothing and does not remedy the issue.

-There is also a yellow bar at the top of the application with a "Reactivate" Button but this leads to the same results as the above step

-In the application if you go to File > Account and then either switch account or sign out/in, it accepts the login, but the popup still remains when opening the application again.

-If you go to your account in the office portal and look at your office installs, the machine does not exist even though it has been installed on this machine for a few years, and I just logged in again to perhaps refresh it. There is some sort of disconnect that wont accept the refreshed login here.

One last thing to note, is that this seems to be occurring on a user level. One day 2 people will have the issue, then the next 2 more, etc. In other words this error is not happening to everyone at the same time.

In a final remark, I have found one solution to this, uninstall office all together and then reinstall seems to solve the problem. However this is a very inefficient way of doing things because I have to wait until my users complain, then schedule a time with them to perform the procedure which interrupts their workflow. There has to be another answer here. If anyone can suggest other methods that I have not tried that would be great.

Thanks,

-Eric

Answer 1

Hi Eric,

Thanks for the detailed description. Based on your situation, please check if the affected users' Office applications are still activated with the old accounts. You can open any Office application then click File>Account, under Product Information, check if the “Belongs to” account is the old ones.

 

If so, the users can follow the steps to the re-activation steps below:

1. Sign out the accounts and quit all the Office applications.
2. Right click Start Menu>Run>insert “cmd” then enter.
3. Insert command:

CD C:\Program Files (x86)\Microsoft Office\Office16

Then press Enter

      4. Insert command:

cscript.exe ospp.vbs /dstatus

Then press Enter

      5. Write down each product key.

      6. Insert command:

cscript.exe ospp.vbs /unpkey:<key number>

Then press Enter

      7. Use the step 6 to clear all the key number.

      8. Open an Office application to sign in again with the new accounts.

Thanks,

Rena

Answer 2

On the affected Machines, the "Belongs To" field was not visible.

However, I followed the rest of the steps and that got everything working. Once I removed the product keys and signed in again, it accepted it, I no longer am experiencing the reactivation messages, and in the office portal the machine now shows up under the list of devices office is installed on.

Thank again for the assistance,

-Eric