Can't login to my school account for the word app that is downloaded

Question

I've been experiencing difficulty accessing Microsoft Word using my school email account. I've attempted to log in with my HKU credentials, but I'm either receiving an error or being denied access. My downloads are all following the guiding steps from the https://its.hku.hk/kb/user-guide-for-office-365-proplus/ link and I still get denied. I reinstalled for a few times and it is still bothering me. I checked the VPN, firewall or location/region/time zone and even switched off the firewall but still i cannot login to my word account. I have also checked on the number of devices with spaces available but I still cannot login. No matter what method i try the below screen would pop up.

Answer 1

Hi @Kuri Lee,  

Thank you for posting your question in the Microsoft Q&A forum. 

Regarding that you can't log in to your school account to use the word app. I’d like to ask a few quick questions to better assist you: 

• Does this issue affect other users in your institution? 
• Have you tried logging in to Word on the web (via office.com)? 
• Is the issue limited to Word, or does it also occur with other Microsoft 365 apps?

In the meantime, here’s a quick troubleshooting step you can try:

Go to Control Panel

 Internet Options >

 Connections > LAN settings

check Automatically detect settings and click OK  

And make sure that you have also check the TLS 1.2 and TLS 1.3 in the advance tab 

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively. 

I really appreciate your patience, and I’m here to help. Looking forward to your response! 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread