"Distressing, we can't connect to your account. Please try again later" fault when yous activate Office from Office 365

  • Article
  • 3 minutes to read
  • Applies to:
    Microsoft 365 Apps for enterprise, Microsoft Visio Pro for Office 365, Projection Online Desktop Client

Summary

This article discusses how to troubleshoot the activation issues in Microsoft Office from Office 365. Activation fails and you receive i the post-obit fault messages:

We are unable to connect correct now. Please check your network and try again afterwards.

Pitiful, we can't connect to your account. Please endeavour again subsequently.

More information

This issue might exist caused by ane of several circumstances. Follow these steps to help troubleshoot the issue. Later on each step, check to meet whether the issue is stock-still. If not, proceed to the side by side footstep.

Footstep 1. Identify and fix activation issues past using the Support and Recovery Banana for Function 365

The Back up and Recovery Assistant app runs on Windows PCs and can help y'all identify and fix activation issues with Office 365.
Office 365: Employ the Back up and Recovery Assistant for Role 365

Step 2. Check whether you're behind a proxy server

Are yous backside a proxy server? If y'all're not sure, enquire your administrator. If so, you (or your administrator) might accept to change the proxy settings for Windows HTTP clients. To do this, follow these steps:

  1. Open a Command Prompt window equally an administrator. To do this, click Beginning, type cmd.exe in the search box, correct-click cmd.exe in the list, and then click Run as administrator.
  2. Type the following control, and so printing Enter: 
                      netsh winhttp set proxy < Accost of proxy server >

Step three. Check whether y'all're behind a firewall

Are you backside a firewall? If you're not sure, ask your administrator. If y'all're behind a firewall, it might have to be configured to enable access to the following:

  • https://officecdn.microsoft.com
  • https://ols.officeapps.live.com/olsc
  • https://activation.sls.microsoft.com
  • https://odc.officeapps.live.com
  • https://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureServer.crl
  • https://crl.microsoft.com/pki/crl/products/MicrosoftRootAuthority.crl
  • https://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • https://www.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • get.microsoft.com
  • office15client.microsoft.com

Each firewall will have a different method for enable access to these URIs. Cheque your software's documentation for instructions or ask your administrator to do this for you.

For more information about Microsoft 365 Apps for enterprise URLs and IP addresses, encounter the following Microsoft article: Office 365 URLs and IP address ranges

Pace 4. Check whether you have the appropriate license

  1. Sign in to the Function 365 portal.
  2. Click Settings and so click Office 365 settings.
  3. Locate the Assigned licenses expanse.
  4. If you run across The latest desktop version of Part, and then you have an Role subscription assigned correctly.
  5. If you lot don't run across The latest desktop version of Part, contact your administrator or see the Office article What Office 365 business product or license do I take?

Pace v. If you previously activated an Office 2013 program on the reckoner, try to remove the existing product key

To manually remove existing product keys for an Role 2013 program, follow these steps:

  1. Open a Command Prompt window, blazon one of the following commands, so press Enter:

    • If y'all're running 64-bit Windows with 32-fleck Role:

                            cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office15\ospp.vbs" /dstatus

    • If you're running 32-fleck Windows, or running 64-fleck Function with 64-scrap Windows:

                            cscript.exe "%ProgramFiles%\Microsoft Office\Office15\ospp.vbs" /dstatus

  2. Examine the output. Wait for and locate the terminal five characters of the installed production key.

  3. Remove all product keys. To remove a product key, type the post-obit command and and so press Enter:

                      cscript ospp.vbs /unpkey: <Final five characters of product cardinal>

Here'south an example of the output of steps 5a through 5c:

              Microsoft Windows [Version six.ane.7601]  Copyright (c) 2009 Microsoft Corporation. All rights reserved.  C:\Windows\system32>cd "C:\Program Files (x86)\Microsoft Role\Office15"  C:\Program Files (x86)\Microsoft Function\Office15>cscript ospp.vbs /dstatus  Microsoft (R) Windows Script Host Version 5.viii  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  SKU ID: 82cef0d9-d31d-456e-a3fa-ae2637ea2984  LICENSE Name: Office 15, OfficeProPlusSubR_Subscription edition  LICENSE DESCRIPTION: Office 15, TIMEBASED_SUB aqueduct  EXPIRATION: 10/eleven/2013 iv:59:59 PM  LICENSE STATUS: ---NOTIFICATIONS---  ERROR CODE: 0xC004F005  Error Clarification: The Software Licensing Service reported that the product key  does not match the product central for the license.  Final 5 characters of installed product key: RMYP4 ---------------------------------------  ---Exiting-----------------------------  C:\Plan Files (x86)\Microsoft Role\Office15>cscript ospp.vbs /unpkey:RMYP4  Microsoft (R) Windows Script Host Version v.8  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  Uninstalling product key for: Office 15, OfficeProPlusSubR_Subscription edition  <Production central uninstall successful>  ---------------------------------------  ---Exiting-----------------------------

For more than data, run into the post-obit Microsoft Knowledge Base manufactures:

  • Troubleshoot installing Office
  • Unlicensed product and activation errors in Office

Still need help? Go to Microsoft Community.