Re-install MS-Visio

Question

Hi,

Some time ago I purchased MS-Visio from a shop online, and I installed it to my laptop. My laptop has two drives, the "system" drive and another drive for storage of photos, docs, etc... Last year, the "system" drive failed and it had to be replaced for a new one. Since then, I cannot re-install MS-Visio, because somehow it considers it as installed in the other (damaged) drive.

Could somebody tell me how to proceed? Is there some website where I can unlink the license with the damaged drive, and proceed with installing it to the current drive in use? Or some e-mail address from MS where to contact to?

Thank you!

Answer 1

Dear Mia,

Thank you!

You are right, if I could uninstall it from the previous drive (now damaged), it would be very easy.

I will try to do it following the links you suggest.

Answer 2

Dear respected,

Good day! Welcome to Microsoft Community.

We went through your post carefully and do understand the situation that the previous drive with Visio installed is now broken and no longer for you to access. In this situation, we would like to convey that Microsoft needs user to transfer the Visio license to a new PC/drive because the Office activation process can only detect if the device(system) ID matches the one linked in your account, so now Microsoft Activation Process considers your Visio is trying to activate on a new PC while it is actually the same PC just with a fresh drive. Hence, you can consider this as a Visio license transfer situation.

For reference: This product is already installed on another device - Microsoft Support

Generally, to transfer one-time purchase product like Office/Visio 2021/2019, it needs to uninstall on the original PC completely to make sure there has no other copies, and then install on the new PC. However, as it seems like the previous drive is no longer available to access, we suggest you follow the guide in the official article to use the virtual agent. Click: contact support to transfer your license to this device.

However, if you are having the Visio 2016 or earlier, please refer to this article: Activate Office using the Activation wizard - Microsoft Support

We hope the above information can help for your scenario. Appreciate your understanding that sometimes the initial reply may not resolve the situation very soon. However, we can work together to narrow down and resolve the situation. Please kindly post back and provide the more information, then we can focus on your specific scenario and provide specific suggestions.

Feel free to come back with us and we will offer the further support as much as we can. Appreciate your patience and understanding and thanks for your time and cooperation. Hope you a nice day!

Sincerely,

Mia | Microsoft Community Moderator