"Distressing, we tin can't connect to your account. Delight try again later" error when you activate Part from Office 365

  • Article
  • 3 minutes to read
  • Applies to:
    Microsoft 365 Apps for enterprise, Microsoft Visio Pro for Office 365, Project Online Desktop Client

Summary

This commodity discusses how to troubleshoot the activation issues in Microsoft Office from Office 365. Activation fails and you receive one the post-obit error messages:

We are unable to connect right now. Delight check your network and endeavour once more later on.

Sorry, we can't connect to your account. Please try once more afterward.

More data

This issue might be caused by i of several circumstances. Follow these steps to help troubleshoot the outcome. After each footstep, check to meet whether the issue is stock-still. If not, proceed to the next footstep.

Pace ane. Identify and fix activation problems by using the Back up and Recovery Assistant for Office 365

The Support and Recovery Assistant app runs on Windows PCs and tin assist you identify and prepare activation problems with Office 365.
Function 365: Employ the Support and Recovery Assistant for Office 365

Step 2. Check whether you're behind a proxy server

Are you backside a proxy server? If yous're not sure, ask your ambassador. If so, you (or your administrator) might have to change the proxy settings for Windows HTTP clients. To exercise this, follow these steps:

  1. Open up a Command Prompt window as an ambassador. To do this, click Commencement, blazon cmd.exe in the search box, right-click cmd.exe in the list, and and so click Run every bit ambassador.
  2. Blazon the following command, and and so press Enter: 
                      netsh winhttp set proxy < Address of proxy server >

Step 3. Bank check whether you're backside a firewall

Are yous behind a firewall? If you're not sure, ask your administrator. If you lot're behind a firewall, it might accept to be configured to enable access to the following:

  • https://officecdn.microsoft.com
  • https://ols.officeapps.live.com/olsc
  • https://activation.sls.microsoft.com
  • https://odc.officeapps.live.com
  • https://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureServer.crl
  • https://crl.microsoft.com/pki/crl/products/MicrosoftRootAuthority.crl
  • https://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • https://www.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • become.microsoft.com
  • office15client.microsoft.com

Each firewall will have a different method for enable access to these URIs. Cheque your software's documentation for instructions or ask your administrator to do this for you.

For more information nigh Microsoft 365 Apps for enterprise URLs and IP addresses, meet the post-obit Microsoft article: Office 365 URLs and IP address ranges

Step 4. Check whether you take the appropriate license

  1. Sign in to the Function 365 portal.
  2. Click Settings and and then click Office 365 settings.
  3. Locate the Assigned licenses expanse.
  4. If y'all meet The latest desktop version of Part, then you have an Office subscription assigned correctly.
  5. If you don't see The latest desktop version of Office, contact your ambassador or encounter the Part article What Office 365 business concern product or license do I accept?

Step five. If yous previously activated an Office 2013 programme on the computer, try to remove the existing product key

To manually remove existing product keys for an Office 2013 program, follow these steps:

  1. Open a Command Prompt window, blazon one of the following commands, and then printing Enter:

    • If you're running 64-fleck Windows with 32-bit Office:

                            cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office15\ospp.vbs" /dstatus

    • If you're running 32-scrap Windows, or running 64-chip Office with 64-chip Windows:

                            cscript.exe "%ProgramFiles%\Microsoft Role\Office15\ospp.vbs" /dstatus

  2. Examine the output. Look for and locate the terminal v characters of the installed product key.

  3. Remove all product keys. To remove a product key, blazon the following control and and then press Enter:

                      cscript ospp.vbs /unpkey: <Last five characters of production fundamental>

Here's an instance of the output of steps 5a through 5c:

              Microsoft Windows [Version 6.i.7601]  Copyright (c) 2009 Microsoft Corporation. All rights reserved.  C:\Windows\system32>cd "C:\Program Files (x86)\Microsoft Part\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 Proper noun: Role 15, OfficeProPlusSubR_Subscription edition  LICENSE Description: Role xv, TIMEBASED_SUB channel  EXPIRATION: 10/11/2013 4:59:59 PM  LICENSE STATUS: ---NOTIFICATIONS---  Fault Code: 0xC004F005  ERROR DESCRIPTION: The Software Licensing Service reported that the production key  does non match the product key for the license.  Terminal v characters of installed product key: RMYP4 ---------------------------------------  ---Exiting-----------------------------  C:\Program Files (x86)\Microsoft Part\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: Function 15, OfficeProPlusSubR_Subscription edition  <Production key uninstall successful>  ---------------------------------------  ---Exiting-----------------------------

For more data, run across the following Microsoft Knowledge Base articles:

  • Troubleshoot installing Office
  • Unlicensed product and activation errors in Office

Still need aid? Become to Microsoft Community.