New computer hangs when you try to redeem Office 365 or Office 2016

Symptoms

When you try to redeem an installation of Office 365 or Office 2016 that came preinstalled on your new computer, the computer may become unresponsive (hang). This issue occurs as you perform the initial setup process.

Cause

This problem may occur if you don't complete the initial setup process within four minutes.

Workaround

If you have a one-time purchase of Microsoft Office 2016

The computer hangs 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 again:
  1. Close out of the redemption experience, and then exit all Office applications.
  2. Start one of your Office applications again, such as Microsoft Word 2016.

The initial setup process should succeed this time.

If you have a subscription purchase of Office 365

To work around this issue, install Office by using your My Office Account page. To do this, follow these steps:
  1. Exit your Office applications.
  2. Follow step 2 in the following article to install Office:

Status

Microsoft is aware of this issue and is investigating it. Any updates will be posted in this article.
Properties

Article ID: 3148845 - Last Review: 14 Mar 2016 - Revision: 1

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