Error Codes: Internal Client Error and Token Already Redeemed

Question

Yesterday First, I'm not a Mac user and I was installing this for a client on their MacBook Air (i7 CPU with lots of disk and memory). I'm not on the client site and am sending this from one of my Windows 11 systems. I purchased the license from Amazon and followed the instructions given by them for installation. The Microsoft server downloaded the .exe file. When I attempted installation the system gave an error, 10661 as I recall. I didn't know that the user already had Office on the system, but had never activated it. So, first I found the Office and Word programs from the Finder and sent them to Trash. Then I tried to execute the downloaded software when I was informed that it is a Windows version (I do not remember being offered a choice when I downloaded it) and that, of course, it could not be installed on a Mac!

I've now read multiple messages, from both Microsoft and the Microsoft Community, about this and watched several videos, but I am still not sure what I should do when I return to the client site. Note that none of the text docs and only one of the videos warned to check to see if any Office software was present on the system, so this should be something put in the installation instructions as a warning. A couple of the items researched said there was some software that is required for the installation to be performed on a Mac, but none of these instructions were clear to me. Lastly, note that while I'm no longer a systems engineer, as I was early in my career, I have been in the computer business all of my life!

Any help someone can provide will be deeply appreciated, since right now, I appear to my client as a stupid buffoon! :) :(

Today: I deleted the Windows .exe downloads from the Downloads Folder and attempted to install per the instructions.

1. The first time the system I got a message "come back later to redeem product key" followed by Error Code: "InternalClient Error" with a Correlation Code and Time Stamp
2. The second time I got a message "you already redeemed this product key, sign into Microsoft Account Dashboard with the account used to redeem it and install or reinstall Office" with Error Code: "Token already redeemed by same MSA" with a Correlation Code and Time Stamp
3. The third time I hit next and the message from 2. above was repeated.

I've been in IT all my life and have never run into such a horrible installation experience.

PLEASE HELP. My customer isn't paying me and I'm losing $hundreds just trying to help them because I don't think it's right to charge them for my time with this debacle.

I was on the phone with the reseller, Amazon yesterday for almost 2 hours and they could not help.

Also, I'm the Office 365 administrator for my other company and am close to referring this to them, even though they shouldn't have any responsibility for this.

CAN I PLEASE GET SOMEONE TO SPEAK WITH!!!!!!!!!!!!!!!!!!

Answer 1

Hello, Tom Wetmore

Welcome to Microsoft Community!

The fact that the token has been redeemed by the same MSA means that the account you are currently trying to redeem has Office 2021, and to verify this, you can simply log the user into its Microsoft account management page: account.microsoft.com.

account.microsoft.com

Then click on the “Services & Subscriptions” page to see if Office 2021 has been added to his account.

In the meantime, if he doesn't find it, then it's a bad thing that the product key may have been activated to another Microsoft account by mistake, so we recommend you to remember which Microsoft account you logged in to recently when you used the redemption code, and it's very likely that Office 2021 has already been activated to that account....

And if you still have questions, we recommend that you contact Microsoft Contact directly for online support as follows.

• Go to the following website: Contact - Microsoft Support
• Enter contact there:

• Select Get Help.
• Select Contact Support:

• Under Products and services, select Microsoft 365 and Office:
• Under Category, select Manage My Subscription.
• Go to Confirm.

• If you don't see the above page, you are currently logged in to a work or school account and need to contact the corresponding administrator to ask him to help you open the chat.
• Select Chat with a support agent then confirm.

Best Regards,

Airy-MSFT | Microsoft Community Support Specialist

Answer 2

Hello, Tom Wetmore.

Good evening.

I am glad I was able to help, Please feel free to mark Yes or No above that contained the solution to make it easier for other customers to find the solution more quickly.  

If you have any new questions about Microsoft products in the future, feel free to continue to ask them in the community and we'll be happy to help.

Best Regards,

Airy-MSFT | Microsoft Community Support Specialist

Answer 3

Hello, Tom Wetmore.

Thanks for the reply.

I am glad I was able to help, Please feel free to mark Yes or No above that contained the solution to make it easier for other customers to find the solution more quickly.  

Best Regards.

Airy-MSFT | Microsoft Community Support Specialist

Answer 4

Airy, PERFECT!!!

Thanks so much for your help.

The solution was actually very simple when I knew what to do. Your instructions, at the very beginning were all I needed to complete the installation!!!

By following your instructions:

"...you can simply log the user into its Microsoft account management page: account.microsoft.com.

Then click on the “Services & Subscriptions” page to see if Office 2021 has been added to his account."

I found that the Office 2021 had already been added to the user's account from my earlier efforts, so it was a cinch to install from there. After the download completed, I simply selected the installer program and the software was up and running for the customer in less than 30 minutes.

God Bless,

Tom :)