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Office 365 is provided by Microsoft to UAlbany students as a free option to install the latest version of Microsoft Office on your personally owned computer.  The suggestions on this page may help resolve issues, especially crashes, during installation or use of Microsoft Office 365 on personal computers.

Personally Owned Computers

In some cases, Office 365 may have a conflict with the configuration or other applications installed on your computer. We will coach you through the steps in this article to attempt to resolve the conflict on your computer. If you are unable to resolve the conflict and it appears that Office 365 is incompatible with your computer as it is currently configured, we will assist you with uninstalling Office 365.

Try again

  1. Uninstall Office 365 if the previous installation completed but the program fails to launch. (You can uninstall from Control Panel/Settings on Windows or by deleting the Office apps from the Applications folder on macOS.)
  2. Restart the computer.
  3. Download a new copy of the installation files (instructions at Install Office 365) .
  4. Attempt to install Office 365 again.

Remove and reinstall or check for corruption

Follow these steps to resolve issues with Office applications, like failing to load or crashing with an error message, or issues with Office licensing, like failing to log in or preventing you from editing documents because your account does not appear to be allowed to edit.

Windows

  1. Quit any open Office apps
  2. Repair any previous versions of Office (Control Panel > Programs and Features or Uninstall a Program, find Microsoft Office and choose Change then Repair)
    1. Try Office apps again (stop if OK, continue if not)
  3. Make sure that all latest operating system updates are installed via Settings > Update & Recovery > Windows Update on your computer 
    1. Try Office apps again (stop if OK, continue if not)
  4. Completely remove and reinstall Office if simply repairing the Office apps did not help (Instructions and tool from Microsoft) 
    1. Restart the computer
    2. Download a new copy of the installation files (instructions at Install Office 365) and install Office 365 Pro Plus again
    3. Try Office apps again

Mac

  1. Quit any open Office apps
  2. Make sure that all latest operating system updates (App Store or System Preferences > Update) are installed
    1. Try Office apps again (stop if OK, continue if not)
  3. Remove Office license files (instructions and tool from Microsoft)
    1. Restart the computer.
    2. Try Office apps again (stop if OK, continue if not)
  4. Completely remove and reinstall Office (instructions from Microsoft)
    1. Restart the computer.
    2. Download a new copy of the installation files (instructions at Install Office 365) and install Office 365 Pro Plus again
    3. Try Office apps again

Use Microsoft's troubleshooting advice

Microsoft's Office 365 troubleshooting and support (many common questions and issues).

Check for compatibility issues

General system requirements for Office 365 are available from Microsoft for Windows and Mac.

  1. Uninstall Office 365 if the previous installation completed but the program fails to launch.
  2. Uninstall any previous versions of Office (Control Panel > Programs and Features or Uninstall a Program, find Microsoft Office and choose Uninstall).

    Before removing another version of Office, please make sure that you have the original installation files and license code in case you need to reinstall it later.

  3. Uninstall any incompatible software, such as those noted below (Control Panel > Programs and Features or Uninstall a Program, find the program and choose Uninstall).

    Before removing any software, please make sure that you have the original installation files and license code in case you need to reinstall it later.

    • "Abbyy FineReader" may cause Office to crash on launch. It often comes bundled with printer or scanner software.

    • “Fun Tools” add-in - a number of people have reported that removing it overcomes problems with Office 2013.

    • "Toshiba Book Reader" - it has been reported that uninstalling that brings Office back to working status.

  4. Make sure that all latest operating system and Office updates are installed via the Windows Update program or Apple menu > Software Update on your computer.
  5. Restart the computer.
  6. Download a new copy of the installation files (instructions at Install Office 365).
  7. Attempt to install Office 365 again.

Seek additional advice

Other resources, such as a search engine with some key words from the symptoms you see to looks for solutions from other people who have had similar issues, may provide details relevant to your situation or issue beyond what we have here. Please be careful when following any advice from a third party.



Still need help? Submit a Service Desk Request.

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