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0xCAA70007 "You'll need the internet for this" activating Office

Immediately after the 1803 Windows Update, Edge and all the Office fat clients became unable to authenticate.

Edge reported TLS issues, and resetting it resolved the problem.

Office fat clients report "We need a little more help" and when I choose "Work or school account" throws 0xCAA70007 and informs me that "You'll need the internet for this"

There is nothing wrong with

  • the internet connection
  • the account
  • the office365 subscription

The exception occurs while logged into the web version of the same or any other Office365 application.

It may help to note that the account is an Azure AD identity. 

The problem may be with the user's profile on this computer. When I logged in with my own credentials and a new profile was created, I was able to authenticate with Office fat clients.

I noticed that with the problematic profile, when the fat client is loaded the splash screen specifically says "Office 365" whereas for my own freshly minted profile it just said "Word 2016" with no mention of Office 365.

Answer
Answer

Hi Peter,

 

From the description, it seems that the issue is related to the user profile in your computer. As you can activate the Office 2016 applications after you log into the computer with another user profile, I’d like you to upload a full screenshot of the Account page in the Word 2016 application for our clarification. You can access the page via File>Account. Meanwhile, please check if you have installed other Office applications on your computer. I suggest you navigate to Control Panel>Programs to check it and upload a screenshot of the page for our troubleshooting.

Note: Remove any private information before uploading the screenshots.

 

If you have only installed the Office 2016 applications of the Office 365 version on your computer and the activated applications are the same ones as the ones you tried to activate when you use the original user profile to log into the computer, the issue isn’t related to the Office 2016 applications themselves and I suggest you turn to troubleshooting the computer itself.

 

Thanks,

Cliff

Beware of Scammers posting fake Support Numbers here.

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Question Info

Last updated January 1, 2024 Views 2,513 Applies to: