Fixes or workarounds for recent office installation or activation issues

Last updated: December, 2020

The issues listed below reflect the issues caused by the most recent product updates. For more troubleshooting help, see Troubleshoot installing Office below.

Office for Windows

• [FIXED] EULA dialog error: Microsoft Office Home and Student 2019 apps are included with your subscription

• [FIXED] Error when opening Office apps: "We're sorry, but Office app has run into an error that is preventing it from working correctly."

• Error Code: StackingTrialOnNonTrialNotSupported when you try to redeem your Office product key

Activation error: "Telephone activation is no longer supported for your product" [PARTIAL FIX]

Last updated: April 25, 2017

ISSUE

When you select the option to activate Office by telephone, you may see the following error:

Telephone activation is no longer supported for your product.

Note: This issue impacts Office non-subscribers only—those who purchased the product as a one-time purchase. For more information, see What's the difference between Microsoft 365 and Office 2016?

STATUS: PARTIAL FIX

We have released a fix for this issue on March 9, 2017 for Office 2016 customers in build 16.0.7870.2020 or higher. For older versions of Office, we are continue to work on fixing this issue. In the meantime, you can call the numbers for your specific country/region listed in this article.

Clicking Next button doesn't work during install of Office Premium (Japan Only)

ISSUE

After you enter your product key and click Next, nothing happens and you cannot continue with your install of Microsoft Office Premium PIPC.

Note: This issue is specific to a product only available in Japan.

STATUS: WORKAROUND

To avoid this problem, go to https://setup.office.com/ to redeem your product key and install Office. For more information on this issue, go to Next button doesn't work during Office Premium install.

Office for Mac

• [WORKAROUND] Latest version of Office for Mac Home & Student 2016 not available from account.microsoft.com

Microsoft AutoUpdate offers incorrect version updates [FIXED]

ISSUE

Microsoft AutoUpdate may offer Office 2016 for Mac updates even though you have Office for Mac 2008 installed. Upon accepting the update, Office for Mac 2008 gets automatically upgraded to Office 2016.

This can occur if you are using version 3.14.0 of Microsoft AutoUpdate.

STATUS: FIXED

This issue has been fixed in Microsoft AutoUpdate version 3.14.1. For more information on this issue, go to Microsoft AutoUpdate for Office for Mac offers incorrect version updates.

Microsoft AutoUpdate 3.9.0 for Office for Mac is broken [FIXED]

Last updated: August 2, 2017

ISSUE

After the release of Microsoft AutoUpdate version 3.9.0 (released on April 11, 2017), you are no longer receiving automatic updates for Office for Mac. When installing the latest Office for Mac updates, the update process hangs.

STATUS: FIXED

This issue is now fixed in Microsoft AutoUpdate 3.9.1. Please download MAU 3.9.1 and manually install the update package.

Office for Android

Good news! There are no installation or activation issues affecting Office for Android currently. All cylinders are firing.

Office in the Microsoft Store

• [WORKAROUND] Language switches to English after activating pre-installed Office product

Office icons are blank after installing from the Microsoft Store [WORKAROUND]

last Updated: March 16, 2017

ISSUE

After installing Office from the Microsoft Store, the icons of Office files are displayed as white icons.

You may also see this error when right-clicking the Windows desktop, clicking New and choosing one of the Office apps:

Error 0x8007007A: The data area passed to a system call is too small.

STATUS: WORKAROUND

This issue is being investigated. The issue affects Office 2016 Version 1802 (Build 9029.2167 Microsoft Store) in China and Japan.

You may be able to solve the problem by resetting the Office apps

1. Open the Start menu -> Settings -> Apps

2. Navigate to Microsoft Office Desktop Apps in the app list, click on it and click on Advanced options

3. Click on Fix, wait for about one minute, and then restart the device

4. If problem still exists, repeat step 1 & 2, and click on Reset

If this does not solve the problem, you can uninstall Office in the Microsoft Store, and install Office click-to-run from your Office MyAccount page

This information is also available in this article: Office icons are blank after installing Office from the Microsoft Store.

Error: "This app can't run on your PC" when installing Office from My Account page

Last Updated: November 22, 2017

ISSUE

If you try to install Office from your My Account page on a Windows 10 S PC you may get the following error:

This app can't run on your PC

STATUS: WORKAROUND

You can do one of the following to avoid this error:

• Use the Microsoft Edge browser to go to your My Account page to install Office. When you click Install, you will be redirected to the Microsoft Store page for Office and you can install Office from there.

• In Windows, click Start > Settings > Update & Security > Windows Update. Click the Check for updates button and install any available updates. Once the updates are installed, restart your PC and go back to your My Account page on your browser to install Office. When you click Install, you will be redirected to the Microsoft Store page for Office and you can install Office from there.

Garbled or incorrect characters show up in the Japanese version of Office in the Microsoft Store [FIXED]

Last updated: September 28, 2017

ISSUE

Office installed from the Windows store has garbled or incorrect characters in the ribbon and other places in the application. This issue is specific to the Japanese user interface.

STATUS: FIXED

This issue is now fixed in Version 1708 (8431.2094). To get the update immediately, open any Office 2016 app and choose File > Account > Update Options > Update Now.

Mix of English and Serbian displayed in Office apps [WORKAROUND]

ISSUE

If you have Serbian (Latin, Serbia) as your default app language in Windows you will see a mix of Serbian and English in the user interface of Office in the Microsoft Store apps.

STATUS: WORKAROUND

Add a different Serbian (Latin) variant to the Windows language list. To do this:

1. Click Start > Settings > Time and Language > Region and Language, and then click Add a language.

2. Choose a Serbian (Latin) option other than Serbian (Latin, Serbia), such as Serbian (Latin, Montenegro).

3. The language needs to be at the top of your Languages list, so click on the language you just added and choose Set as default.

This will add the language to the bottom of the Windows language list. If the language was newly added, an update from the Store may be required to download the new language. This should happen automatically, but you can manually start the download by opening the Store app, clicking on your profile picture near the top of the screen, choosing Downloads and updates, and then choosing Check for updates.

Note: This does not change the Windows UI language.

Troubleshoot installing Office

Troubleshoot installing Office 2016 and Office 2013

Office is taking long to install

Error messages or problems while installing Office

Unlicensed Product and activation errors in Office

What to try if you can't install or activate Office 2016 for Mac

Need more help?

	Talk to support. If you have a Microsoft 365 for home subscription, or you purchased a one-time download of Office 2016, click the Contact Us link at the bottom of this page.
	Ask the community Get help from experts in our forums: Office on Windows forum for personal, home, or university users Microsoft 365 community forum for business users
	Provide feedback in Office app You can send feedback directly to our Office teams:. In Office 2016 on Windows 10, open an Office app, and click File > Feedback.

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