installation failed

Question

Hi

I am trying to install microsoft office 365 on my mac. it allows me to download and in the end i get installation failed message and asks me to contact the software manufacturer for assistance. I've tried everything to resolve this but not getting anywhere. I have attached the error message im getting.

Answer 1

Dear Alawiya Abdulrahman,

Thanks for writing back and updating with us.

Firstly, we are glad to hear that you are able to install the Office apps on your macOS but I am sorry to hear that you are having issues when activating the Office apps on your Mac.

As per the error message stated, I would like to confirm whether you have enabled proxy, antivirus, VPN on your Mac device. If yes, please temporarily turn off them and request you to check whether you are able to sign into the Office apps.

If the same problem persists, I would like to confirm the following information which will help us to move further on you activation issue:

1. Does the same problem happens when you switch to the different network?
2. Have you installed the Office apps from the App Store on the Mac or directly from the Office 365 portal (https://portal.office.com)?
3. Do other users in your university are able to activate the Office apps on their device?
4. Are you trying to activate the Office apps on the device provided by University or on your personal device?

Appreciate your patience with us and have a wonderful day!!

Best Regards,

Sophia

Answer 2

Hi

Somehow I've managed to install the app. The other issue I'm having is signing in. So when I open any of the Microsoft app and I click on signin, it asks to purchase or sign in. I click on sign in ( i have uni email) and it loads for few mins then says 'error 2602 network timed out. The network requested timed out please try again'

I tried clearing my cookies and cache, restarted my laptop several times and wifi connection. I have good WiFi connection. I don't know how to fix this problem.

I have macOs version 12.6

Answer 3

Dear Abdulrahman Alawiya,

Good day!!

Apologies for the inconvenience caused and please don’t worry, let’s work together on your concern and move towards a resolution path.

As per the description shared, I understand you are having issue with installing Office apps on the Mac but I am sorry to convey that the screenshot you have tried to attach was not added successfully.

In this situation, I would like to confirm the following information which will help us to better understand and guide you further:

1. Screenshot of the error message when you try to install the Office apps on the Mac.
2. Mac OS version: Click on the Apple icon in the Menu bar> About Mac.
3. Detailed name of the Office 365 Subscription using at your end.

Our sincere apologies for not resolving the problem in the first reply but answers to above queries will help us to better understand your situation and guide you in the right direction.

Appreciate your patience and understanding. Have a great day!!

Best Regards,

Sophia