When you try to redeem an installation of Microsoft 365 or Office 2016 that was pre-installed on your new PC, the computer might become unresponsive (hangs or freezes) when you're doing the initial setup process.

If you have a Microsoft 365 subscription

If your new PC came with a Microsoft 365 Family or Personal subscription, install it through your Microsoft 365 Account page. Follow these steps to do this.

  1. Exit all Office applications.

  2. Go to https://www.office.com/myaccount and sign in with the Microsoft account associated with Office.

  3. Select Install.

For complete installation steps, see Install Office on your PC or Mac.

If you have a one-time purchase of Office 2016

The computer freezes only on the first attempt to complete the initial setup process. To work around this issue, follow these steps to rerun the initial setup process.

  1. Close all browsers.

  2. Exit all Office applications.

  3. Restart one of your Office applications, such as Word 2016.

    The initial setup process should succeed this time.

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