Office 365 subscription automatic license renewal fails when heartbeatcache is in wrong location

Symptoms

When O365 paid subscription tries to renew, the license fails and eventually displays a red bar stating that the subscription is unlicensed.

Message 1: Couldn't Verify Subscription

We couldn't verify your Office 365 subscription, so most features of <application> have been disabled. Please make sure you're connected to the internet and restart your application.




Message 2: Application (Unlicensed Product)




Cause

The HeartbeatCache.xml file is located in the wrong folder.


Resolution

To resolve this issue, delete the heartbeatcache.xml file using the following steps.

1. Exit all Office applications. 

2. Browse to "C:\Program Files\Microsoft Office 15\root\vfs\Common AppData\microsoft\office\Heartbeat\"

3. Delete the HeartbeatCache.xml file

4. Launch one of the Office Applications and the file will be automatically placed the expected native folder location.


Properties

Article ID: 3147027 - Last Review: Mar 9, 2016 - Revision: 1

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