Symptoms
When you restart an Office app after you reset your device to factory settings, Office prompts you for your product key. When you enter your product key, you see the following error:
We're sorry, but something went wrong when installing Office. Please try again later or contact support.
Resolution
Follow the steps below to obtain a product key that can be used to activate Office after a factory reset.
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Using your web browser, sign in to account.microsoft.com/services. If you have trouble signing in, see When you can't sign in to your Microsoft account.
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Under your Office product named Office Home and Business Premium, select View product key.
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Select the button to copy your product key to the clipboard, or write it down.
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Restart the Office app where you received the product key error.
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In the Office app, select Get started on the Before we begin page.
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On the Enter your Product Key page, type or paste the product key and select Next.
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Follow the prompts to complete the process.
