Microsoft Student 365 error message

Question

Hello,

I previously had the student free version of Microsoft 365 using my former institution email address. I have since changed institutions and now all my Microsoft applications are "read-only." When I try to sign up/re-activate my account using my new school email address, I get the following error message:

Request Id: 2********0

Correlation Id: 9********b

Timestamp: 2019-02-05T06:16:24Z

Message: AADSTS500082: SAML assertion is not present in the token.

My new school uses the "Duo" verification and I am able to verify myself but then it goes directly to this error message. Am I unable to download the student version with my new student email address because I've already had it before?

Thank you!

[PII is masked by Nathan Li MSFT Support]

Answer 1

Hi Glo,

You may also try the following steps to delete the old Office credential files in your Mac:

1. Click Go on the start screen of your Mac and choose Go to Folders in the drop-down options;
2. Type ~/Library/ in the open window and click Go;
3. Find the 3 UBF folders and move it to the desktop:

    UBF8T346G9.ms​

    UBF8T346G9.Office​

    UBF8T346G9.OfficeOsfWebHost

Note: This will remove the licenses and you need to reactivate Office. You may need to backup your emails in case of any data lose​

If the above steps couldn't help, you may also download the license removal tool from this link.

Please tell us your update and let us further assist you.

Best Regards,

Nathan

Answer 2

Hi I am actually having the same problem, I tried to uninstall and install, used that link you gave and still not working.

Answer 3

Hi Glo,

Have you browsed the posts above? May I know if you need further help on this issue?  We will try our best to provide support for you.

Regards,

Clark

Answer 4

Hi Gio,

Its best you completely uninstall Office 365 provided through your previous school and install directly from the new schools portal.

Open the Finder, right click and move each Office application to the Trash.

Restart your Mac.

Sign into your schools Office 365 portal:

Select the install option, which may appear as a red Install now button or a smaller blue link, and follow further instructions for downloading.

install now

Once Office 365 has downloaded, a beginner tutorial will appear, offering helpful tips on how it functions. You will also be able to access all the applications included with Office without further downloads. All of the programs will download together, and you can later delete the short-cuts to the programs you don't need.