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Office 365 activation error and SARA not able to fix

Hi,

we are facing issue with Office 365 activation, always asking for account for activation purposes. Accordingly with another post, we aalready deleted the folder named '2.0' at '%userprofile%\AppData\Local\Apps' but the issue persists.

That issue is on Windows 10 with build '2004' with all other updates.

Since the SARA was unable to fix, we uninstalled Office365 from control panel and then starts download of x64 version from 'https://portal.office.com/account', right now the version installed is 16.0.13001.20338 (click-to-run).

Errors saved from SARA to .XML today:

#############################

<?xml version="1.0" encoding="utf-8"?>

<Results>

  <Analyzer>

    <Title>Estamos executando o diagnóstico de ativação do Office</Title>

    <Result />

    <Duration>00:00:01</Duration>

    <ResultTitle>Ocorreu um erro ao tentar baixar os arquivos necessários, verifique sua conexão de rede e tente novamente mais tarde.</ResultTitle>

    <ResultUserMessage />

    <ResultAdminMessage />

    <ResultSupportMessage />

    <AdvancedHttpResponseInfo />

    <Exception>Microsoft.Online.CSE.HRC.Analysis.Analyzers.AnalyzerException: Unexpected error in analyzer [Microsoft.Online.CSE.HRC.Analysis.Analyzers.OfficeSetup.OfficeActivationAnalyzer, Microsoft.Online.CSE.HRC.Analysis.Analyzers.OfficeSetup, Version=17.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35]. The rule has an exception. Result may not be reliable: [Result: 

Status: Error

Result Title: Não é possível corrigir os seus problemas de ativação do Office.

User message: 

Admin message: 

Support message: 

Problem Id: 00000000-0000-0000-0000-000000000000

]. ---&gt; System.IO.FileNotFoundException: Não foi possível carregar arquivo ou assembly 'Microsoft.Online.CSE.HRC.Analysis.Analyzers.OfficeRecovery, Version=17.0.1030.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35' ou uma de suas dependências. O sistema não pode encontrar o arquivo especificado. ---&gt; System.IO.FileNotFoundException: Assembly load error from clickonce deployment

   em Microsoft.Sara.Framework.Common.Util.AssemblyLoader.ResolveAssemblyFromClickOnceCloud(String assemblyFullName, String downloadGroupName)

   em Microsoft.Sara.Framework.Common.Util.AssemblyLoader.RuntimeResolveAssemblyHandler(Object sender, ResolveEventArgs args)

   em System.AppDomain.OnAssemblyResolveEvent(RuntimeAssembly assembly, String assemblyFullName)

   --- Fim do rastreamento de pilha de exceções internas ---

   em Microsoft.Online.CSE.HRC.Analysis.Analyzers.OfficeSetup.OfficeActivationAnalyzer.RunOfficeActivationRecoveryActions(String recoveryAction)

   em Microsoft.Online.CSE.HRC.Analysis.Analyzers.OfficeSetup.OfficeActivationAnalyzer.CoreChecks(Boolean fromReStart)

   em Microsoft.Online.CSE.HRC.Analysis.Analyzers.OfficeSetup.OfficeActivationAnalyzer.RunChecks()

   em Microsoft.Online.CSE.HRC.Analysis.Analyzers.Common.AnalyzerBase.RunChecksBase()

   em Microsoft.Online.CSE.HRC.Analysis.Engine.AnalysisMemberBuilder.&lt;&gt;c__DisplayClass15_0.&lt;Rule&gt;b__1(Result x)

   --- Fim do rastreamento de pilha de exceções internas ---</Exception>

  </Analyzer>

</Results>

errors saved from SARA to .XML file yesterday:

##################################

<?xml version="1.0" encoding="utf-8"?>

<Results>

  <Analyzer>

    <Title>Instalação do Office</Title>

    <Result>False</Result>

    <Duration>00:01:21</Duration>

    <ResultTitle>Falha ao instalar o Office 2016 em seu computador.</ResultTitle>

    <ResultUserMessage />

    <ResultAdminMessage />

    <ResultSupportMessage />

    <AdvancedHttpResponseInfo />

    <Exception />

    <Analyzer>

      <Title>Executado remotamente: TenantUserInfo</Title>

      <Result>True</Result>

      <Duration>00:01:19</Duration>

      <ResultTitle>Não foi possível contatar os nossos servidores para diagnosticar o seu problema. O resultado do trabalho remoto TenantUserInfo não pôde ser recuperado.</ResultTitle>

      <ResultUserMessage>O servidor remoto retornou um erro: (500) Erro Interno do Servidor.</ResultUserMessage>

      <ResultAdminMessage />

      <ResultSupportMessage>Microsoft.Sara.Models.SaraException: O servidor remoto retornou um erro: (500) Erro Interno do Servidor. ---&gt; System.Net.WebException: O servidor remoto retornou um erro: (500) Erro Interno do Servidor.

   em Microsoft.Sara.Framework.TaskEngine.HRC.Session.SaraServiceProxy.GetRequest(SaraWebClient client, String url)

   em Microsoft.Sara.Framework.TaskEngine.HRC.Session.SaraServiceProxy.RunOutlookDiagnosticServiceChecks(String symptom, Dictionary`2 arguments, TimeSpan timeout, String&amp; rawResponse)

   em Microsoft.Sara.Framework.TaskEngine.HRC.Session.ServiceApiProxy.ExecuteCommand(String moduleName, String command, Parameters args, TimeSpan timeout, String&amp; rawResponse)

   --- Fim do rastreamento de pilha de exceções internas ---

   em Microsoft.Sara.Framework.TaskEngine.HRC.Session.ServiceApiProxy.ExecuteCommand(String moduleName, String command, Parameters args, TimeSpan timeout, String&amp; rawResponse)

   em Microsoft.Sara.Framework.TaskEngine.HRC.Session.SessionManager.ExecuteCommand(Symptom symptom, Guid symptomRunId, String moduleName, String command, Parameters args, TimeSpan timeout, String&amp; rawResponse)

   em Microsoft.Sara.Framework.TaskEngine.HRC.Engine.ASLCommandWorkflow.ChildExecuteInternal()

   em Microsoft.Sara.Framework.TaskEngine.HRC.Engine.HRCWorkflow.ExecuteInternal()

   em Microsoft.Sara.Framework.TaskEngine.Engine.WorkflowBase.Run()

   em Microsoft.Sara.Framework.TaskEngine.Engine.WorkflowBase.&lt;&gt;c__DisplayClass25_0.&lt;TryExecuteAsync&gt;b__0()</ResultSupportMessage>

      <AdvancedHttpResponseInfo />

      <Exception />

    </Analyzer>

  </Analyzer>

</Results>

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Hi jr,

 

Sorry for the inconvenience caused by this issue.

 

Based on the error report you provided, you got an error when you are using SARA tool to fix the activation issue of Office. It gives an error that “An error occurred while trying to download the necessary files, check your network connection and try again later.”

 

Since the error is about the network, may I know whether you have a good internet connection? If yes, I suggest you try the following steps to check the outcome:

1. Temporarily disable the firewall. For Windows Firewall. For your reference: Turn Windows Firewall on or off.

2. Turn off your antivirus software and Proxy to check whether it can work.

3. Change another network and try again. 

Moreover, it seems like you can’t activate Office. Can you please provide the screenshot of the error when you try to activate Office? And which Office product you are using? Can you provide the screenshot of Microsoft Office in Control Panel-> Programs and Features?

 

   

 It would be helpful if you share the thread you referred to. Thanks for your cooperation.

    

Regards,

Ivy


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With the local admin user of this machine, office package seems to be activated and working well.

Also, that computer name is also shown on the user account devices at 'https://portal.office.com/account#' - without exceed the limit of 05 devices per account.

If you create a new local user or even log-on using another network user, office asks for activation.

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Regarding the cited thread about error on SARA and delete a specific folder, it was:

https://answers.microsoft.com/en-us/msoffice/forum/all/office-365-support-and-recovery-wont-download/0ab81046-7e9e-41c0-8141-ac75a2945e8c

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even with MS Windows Defender Firewall disabled, we are unable to use SARA for Activate the office:

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Here is the installed apps on Windows.

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There is no proxy on that environment.

Since this is a PC using cabling instead WIFI, it's impossible change network.

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Hi, 

Please perform the following steps:

1. Remove the activation keys if any. 

2. Clear windows credentials with MicrosoftOffice16 and outlook related entries. 

3. sign out of all accounts logged in to office from word application. 

4. Rename HKCU\Software\Microsft\office\16.0\Common\Identity to Identity_Old.

Now try to active it with the account in question. 

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Hi,

even doing these steps, the issue is the same. Each time that some Office app is opened, the activation window come again...

* very frustrating situtation

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Hi jr,

 

Thanks for providing further information with us. 

 

Based on our test, we can activate Office using the same account or different account after switching to another user account. (The internet is connected.)

 

However, SARA tool gives the error about network connection and you can activate Office in admin account. Given this situation, we would like to know whether you used the same account to activate Office in another user account? If so, may I know the purpose of it? Generally, we use only 1 user account to work daily. If a computer in your organization that is accessed by multiple users, the best practice is shared computer activation for Microsoft 365 Apps. For your reference: Overview of shared computer activation for Microsoft 365 Apps 

 

If not this scenario, we need to collect further information due to the different language, could you please provide the screenshot of the error message after you click Sign in button, and the error message text in English? It will help us to understand better. 

 

Appreciate your cooperation and patience. 

 

Best Regards,

Ivy

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Is there a way to set to EN-US language since computer is running Win10Pro in PT-BR+ Office in PT-BR?

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Question Info

Last updated December 12, 2023 Views 3,617 Applies to: