Computer was reset with home office preinstalled

Question

Have an ASUS Vibobook 17. Had a problem contacted ASUS who said I needed to reset computer. I took it to repair shops to backup, reset, then reinstall all the programs. They said they couldn't reinstall Home Office because they didn't have a liscense or keynote. None of this came with the computer and now I can't use Office. How can I get it back?

Thanks

Steve

Answer 1

Hi, Steve Anderson

This usually happens when the reset brought Windows back but not the original ASUS add-ons, so Office no longer shows even though the laptop may still be entitled to it. After a Windows recovery, the correct reinstall steps can be left in a ReadMe file on the desktop.

Besides the solutions provided by the Q&A Assist, here are some suggestions you can try:

First, check the desktop for a file named ReadMe. A Windows Recovery can copy a ReadMe file there with the exact Office reinstall steps for that device/version.

If Office originally activated without a product key or Microsoft account, it is recommended that you reinstall it through the Microsoft Store instead: open Microsoft Store > Library > Apps/All, turn off Show installed products only, find Office, and select the cloud icon.

It is also suggested that you ask the repair shop whether they used a generic Windows reinstall instead of the ASUS recovery image. Peer-to-peer threads describe factory Office not returning after a reformat/clean install, while maker recovery tools can matter. Microsoft and ASUS both say reset/recovery can restore the PC’s original configuration, including preinstalled apps/customizations.

Thank you for your patience in reading, I hope this information has been helpful to you. 

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Answer 2

Since Office was preinstalled on the ASUS PC, it is tied to the Microsoft account that was used to set it up, not to a product key in the box. To get it back after the reset:

1. Sign in with the correct Microsoft account
   • Go to the Microsoft account dashboard: https://account.microsoft.com
   • Sign in with the same Microsoft account that was used when Office was first set up on this PC. If that account is forgotten, use the guidance in “I forgot the account I use with Office.”
2. Reinstall Office from the account
   • After signing in, go to the Subscriptions section.
   • If it is a preinstalled perpetual Office product, confirm the same product name appears under Products you've purchased and select Install.
   • If it is a Microsoft 365 Personal subscription, look for Install Microsoft 365 in the upper right and select it.
   • This will download the Office installer; run it to reinstall Office.
3. Activate Office
   • When installation finishes, open an app such as Word or Excel while connected to the Internet.
   • Accept the license terms and, if prompted, sign in with the same Microsoft account. Office should activate automatically.

If the PC originally came with Office and a push-button reset was performed, reinstalling Office in this way will restore missing apps (such as Outlook, Access, or Publisher) and activate them.

If the correct Microsoft account cannot be found or Office does not appear under that account, contact the PC seller or check any original purchase documentation to confirm which account was used when Office was first activated.

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References:

• Reinstall Office or Microsoft 365 in your Office Pre-installed PC (for personal)
• Troubleshoot installing Office
• Outlook, Access, and Publisher are missing after a push-button reset