Article ID: 2745026 - View products that this article applies to.
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INTRODUCTION

This article discusses how to troubleshoot the following issues in Microsoft Office from Office 365:

  • Activation fails and you receive one the following error messages:
    We are unable to connect right now. Please check your network and try again later.
    Sorry, we can’t connect to your account. Please try again later.
  • The installation fails and you receive the following error message:
    Something went wrong Error Code: 30174-4

PROCEDURE

If you have problems installing or activating Office from Office 365, follow these steps to help troubleshoot the issue. After you follow each step, check whether the issue is fixed. If the issue isn't fixed, go to the next step.

Step 1: Check whether you're behind a proxy server

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Are you behind a proxy server? If you're not sure, ask your administrator. If you're behind a proxy server, you may have to change the proxy settings for Windows HTTP clients. To do this, follow these steps:
  1. Open a Command Prompt window as an administrator. To do this, click Start, type cmd.exe in the search box, right-click cmd.exe in the list, and then click Run as administrator.
  2. Type the following command, and then press Enter:
    netsh winhttp set proxy <Address of proxy server>
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Step 2: Check whether you're behind a firewall

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Are you behind a firewall? If you're not sure, ask your administrator. If you're behind a firewall, the firewall may have to be configured to enable access to the following:
  • http://officecdn.microsoft.com
  • https://ols.officeapps.live.com/olsc
  • https://activation.sls.microsoft.com
  • https://odc.officeapps.live.com
  • http://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureServer.crl
  • http://crl.microsoft.com/pki/crl/products/MicrosoftRootAuthority.crl
  • http://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • http://www.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • go.microsoft.com
  • office15client.microsoft.com
  • sls.microsoft.com
For more information about Office 365 ProPlus URLs and IP addresses, go to the following Microsoft website:
Office 365 URLs and IP address ranges
:
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Step 3: Check whether you have the appropriate license

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  1. Sign in to the Office 365 portal. 
  2. Click Settings (
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    Screen shot of the Settings icon
    ), and then click Office 365 settings.
  3. Locate the Assigned licenses area.
  4. If you see The latest desktop version of Office, then you have an Office subscription assigned correctly.
  5. If you don't see The latest desktop version of Office, contact your admin or go to the following Office websites:
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Step 4: If you previously activated an Office 2013 program on the computer, try to remove the existing product key

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Note To have us resolve the problem for you, go to the "Method 3" section of the following Microsoft Knowledge Base article:
2899838 "Unlicensed Product" or error 0x80070005 in Office 2013 or Office 365
To manually remove existing product keys for an Office 2013 program, follow these steps:

  1. Open a Command Prompt window, type one of the following commands, and then press ENTER:
    • If you’re running 64-bit Windows with 32-bit Office:
      cscript.exe ”ProgramFiles(x86)%\Microsoft Office\Office15\ospp.vbs” /dstatus
    • If you’re running 32-bit Windows, or running 64-bit Office with 64-bit Windows:
      Cscript.exe ”%ProgramFiles%\Microsoft Office\Office15\ospp.vbs” /dstatus
  2. Examine the output. Look for and locate the last five characters of the installed product key.
  3. Remove all product keys. To remove a product key, type the following command, and then press Enter:
    cscript ospp.vbs /unpkey: <Last five characters of product key>
Here's an example of the output of steps 4a through 4c:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Windows\system32>cd "C:\Program Files (x86)\Microsoft Office\Office15"
C:\Program Files (x86)\Microsoft Office\Office15>cscript ospp.vbs /dstatus
Microsoft (R) Windows Script Host Version 5.8
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 channel
EXPIRATION: 10/11/2013 4:59:59 PM
LICENSE STATUS: ---NOTIFICATIONS---
ERROR CODE: 0xC004F005
ERROR DESCRIPTION: The Software Licensing Service reported that the product key
does not match the product key for the license.
Last 5 characters of installed product key: RMYP4---------------------------------------
---Exiting-----------------------------
C:\Program Files (x86)\Microsoft Office\Office15>cscript ospp.vbs /unpkey:RMYP4
Microsoft (R) Windows Script Host Version 5.8
Copyright (C) Microsoft Corporation. All rights reserved.
---Processing--------------------------
---------------------------------------
Uninstalling product key for: Office 15, OfficeProPlusSubR_Subscription edition
<Product key uninstall successful>
---------------------------------------
---Exiting-----------------------------
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Step 5: Uninstall and then reinstall the program

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  1. Uninstall Office from Office 365 by using the following Microsoft Knowledge Base article:  
    2739501 Uninstall Microsoft Office 2013 or Office 365
    Note You may have to use the manual steps in this article if you continue to have problems.
  2. Reinstall the program from the Office 365 portal.
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Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2745026 - Last Review: July 9, 2014 - Revision: 12.0
Applies to
  • Microsoft Office 365 ProPlus
  • Microsoft Visio Pro for Office 365
  • Microsoft Project Pro for Office 365
Keywords: 
o365e o365p o365a o365m o365022013 o365 KB2745026

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