Cannot log into Word/Excel. Error Something went wrong. [49dvs] . BOTH MAC AND PC.

Question

When trying to activate Word or Excel I get the error Something went wrong. [49dvs] and the following:

Correlation Id: 9f************a13a

Timestamp: 2024-1*******4:54.000Z

DPTI: b84156**********************eea471e96

Error Tag: 49dvs

Error Code: 0

This happens on a Mac and a PC, two different computers using the same login. I've logged in to the admin portal and the subscription is up to date and active.

Answer 1

Hi Bob Jones33333

Thank you for using Microsoft products and posting them to the community.

I understand that you are having a problem of activate.

The first thing you need to know is that you can only use the same account on different devices if you have a Microsoft 365 subscription. office 2021 and office 2024 can only be used on one device.

You can open the https://account.microsoft.com/. Login to your personal account

Click "Services & Subscriptions".

Scroll down to see if you have Mircosoft 365 or Office subscription.

If you have previously used Microsoft software on your device, you can try to clear the previous credentials before login and activation.

Mac Cleanup Licence :

1. Download the Licence Removal Tool.
2. Open the .pkg file from your Mac's Downloads folder.

Note: If you encounter a ‘Unrecognised Developer’ error, try holding down Ctrl + click File > Open to open this file.

3. Select Continue and follow the instructions of the Setup Wizard.

Warning: We recommend double-checking that the account information you have is correct by logging in to Office.com/signin and checking the licence you want to use for activation.

4. When you are ready to remove the licence, select Install. You may need to enter your Mac's local administrator account password.

Once the tool has successfully removed the licence, select Close.

5. Now open any Office application and sign in to activate the email account associated with your Office for Mac licence. To troubleshoot the issue, it is recommended that you reinstall Office before signing in.

When you have successfully activated and restarted your computer, you are ready to go!

Note: If an account is associated with both a Microsoft 365 for Mac licence and a one-time purchase licence, you will be prompted to choose which licence to activate. If possible, we recommend that you always select Microsoft 365 for Mac.

6. Uninstall the Licence Removal Tool by dragging the Microsoft_Office_License_Removal file from Downloads under Finder to the Trash.

Windows Cleanup Credentials:

Quit all Office applications: Make sure all Office applications are closed.

Open Credentials Manager: Type ‘Credentials Manager’ in the system search bar and select ‘Windows Credentials’.

Delete Office-related credentials: Find all Office-related credentials and delete them.

In addition, you can also remove Office related components, registry, activation and licence information completely by deleting registry entries. Here are the detailed steps:

Open Registry Editor: Press Win + R, type regedit and press Enter.

Find and delete the relevant registry entries:

Navigate to

HKEY_CURRENT_USER\Software\Microsoft\Office

and HKEY_LOCAL_MACHINE\Software\Microsoft\Office

Right click to delete these two folders

Disclaimer: Generally, modifying registry subkeys or work group is intended for advanced users, administrators, and IT Professionals. It can help fix some problems, however, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For further protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs.

2.

Delete the Office folder: In File Manager, navigate to

C:\Users<username>\AppData\Roaming\Microsoft.

Delete the Office folder

If the appeals methods do not solve your problem, you need to go to Microsoft chat support to contact phone support.

Activation questions often involve sensitive personal information that should not be shared publicly in a forum.

For these reasons, we recommend that you contact Microsoft Live Chat Support to resolve your issue and avoid disclosing your personal information in this public forum.

Visit this website: Contact Contact - Microsoft Support

Sign in with your personal Microsoft account.

Enter your problem in the search bar. For example, subscriptions/invoices/refunds.

Click Get Help at the bottom of the page, and then click Contact Support.

Select Contact Support, You will be prompted to describe the issue again under "Product and services" and "Categories".Click Confirm.

Choose "Chat with a support agent in a web browser".

Note: Chat support is only available during business hours. Therefore, if the last window shows as unavailable, try reopening it the next day.

I hope this helps.

Best regards.

Petter.Y - MSFT | Microsoft Community Support Specialist

Answer 2

Thanks for your suggestions.

I tried the credential removal tool and it didn't work. Your suggestion implies that 2 different computers on different operating systems both simultaneously corrupted their credentials. I tried anyway.

Someone needs to address this account on the MS side. This has happened before. Ai cannot deal with a problem like this. Obviously lots of changes have been made recently by Microsoft and it's a big mess.

No, there is no chat available. Just community help. Microsoft does not offer support anymore. Ai is like having a child do Google searches for you. No escalation options. The MS phone number gives you the URL for the support site that gave you the phone number. All I want to do is use Microsoft Word. Very simple. Microsoft has made it impossible.

This is what happens on Mac and PC before and after running the credential removal tool. I get these errors when attempting to activate Word. Is there someone at Microsoft that knows how to fix this? Is there a way to contact them?

Answer 3

Hi Bob Jones33333

Can you log in to the Account Centre to view your account information and product information? Is it an Enterprise Edition land account and software . The method I have provided applies to both Personal and Home editions.

Open the https://account.microsoft.com/. Login to your personal account

Checking to see if your account is a working account.

Whether your subscription is an enterprise version

Best regards.

Petter.Y - MSFT | Microsoft Community Support Specialist

Answer 4

Hi Bob Jones33333.

What's the latest on your problem?

If yours has a good solution or problem process .

You can always post here.

Best regards.

Petter.Y - MSFT | Microsoft Community Support Specialist

Answer 5

I am also having this problem. I have a 365 Business account and I'm going on over a week with no access to my desktop apps. Word is crucial to what I do. Any help would be appreciated.

Rebecca