Need help installing Microsoft 365 ProPlus? This article details several solutions to common obstacles that can occur during the installation process or after.
Please review the primary article How to Install Microsoft 365 ProPlus first. While some of the information in this article may apply, if you have a Mac or Chromebook, it is recommended to check out the specific articles for those devices.
Microsoft 365 ProPlus for Mac
Using Microsoft 365 on a Chromebook
Missing Install Options
If you are having trouble finding the install options within your email account, try checking the following:
1. You must be logged into your EFSC email account provided by the college. Login to your myEFSC account first, then click on the appropriate Email icon. An alternate route is to login to your email address at outlook.com but it is preferable to access the email account via myEFSC.
2. If the install option is not displaying in the Apps & devices section of your email account (portal.office.com/account > Apps & devices), this could be for several reasons. If you are a new or readmit student who has not been enrolled in previous semesters, the install option may not be available until sometime during the first week of classes. If it is still not appearing at that time, try clearing the cache/cookies in the browser you are using or switch to another browser. It is possible that the browsing data needs to be cleared to show the up-to-date options.
Delete Browser Cookies and Cache
3. Signing out and then logging back into the email account can also help display the current options or take care of any authentication errors that can occur.
Installation Assistance
After following the steps on the How to Install Microsoft 365 ProPlus article, try the following that may help resolve issues:
1. Open a program such as Word, create a blank document, and try using the sign in option in the top right. Sign in with your email address and password here (same as myEFSC). After signing in, you may be redirected to login to myEFSC/Titan Sign In to sign in again with your email address.
- You may also find the sign options by clicking File in the top left, then an Account or Office Account option near the bottom of the left menu. This area can contain a Fix Me button that can be used to resolve errors, or detail if there are any new updates.
- After clicking the Sign In option in the top right, you might see a Use another account or Sign in with a different account button. Logging in using this option can fix potential issues.
- It is possible that you may already see your name in the top right. Signing out and logging back in with the email address is another action that can help authenticate the account.
Overall, these steps may help resolve “subscription expired”, “product key required”, or “does not allow editing on a Mac” error messages.
2. After the installation is complete and you open one of the Microsoft 365 apps on your device (ex. Word), the program occasionally will prompt you to sign in again with your EFSC account and bring up the window seen in the image below.
Here it’s recommended to uncheck the Allow my organization to manage my device checkbox (1), and then click OK (2).
- Do not select the No, sign in to this app only option as it may cause an issue with syncing the account across the Microsoft 365 apps or generate errors such as “device management could not be enabled”.
- If this does not work, you can then try checking the box and selecting the option to sign into this app only.
3. Try restarting the applications and/or device. This may be necessary if the install is not working or when uninstalling existing Microsoft 365 programs is taking longer than usual. A restart can sometimes be required after finishing the previous two steps.
4. Check your installed programs for any duplicates of Microsoft 365. These can normally conflict with the newly installed package. If you are finding older versions or trials of Microsoft 365, these likely need to be uninstalled (via Apps & features in Windows 10 or Applications in Mac for instance).
- Keep in mind, uninstalling means removing the current version you previously had from the device. The Support Desk has found that uninstalling and reinstalling the package can resolve several issues.
- For any questions or concerns about the previous versions before uninstalling, please contact Microsoft support.
5. It is recommended to contact Microsoft support for more advanced issues with the installation process, especially those that may be directly related to the device itself.
Online Version of Microsoft 365
The Microsoft 365 applications can also be found within the email account via the Apps menu (9 dots in top left). There are a couple pieces of information to keep in mind when utilizing the programs through this route.
1. There may be missing features in the online version or the layout may appear different. In cases where this can affect student assignments, it is recommended to install the products from the email account to the device. The installed applications will provide the most recent version provided.
2. Opening files that have been posted online, such as in a Canvas course, is possible in the online version of Microsoft 365. The file(s) will usually need to be downloaded to the local machine first, then uploaded within the Microsoft 365 account online. If further issues arise, try installing the desktop package from the email account and then attempt to open the file(s).
3. For courses that focus on the use of Microsoft 365, please reach out to the instructor regarding the use of the online version and whether it will be compatible for the assignments.
For further assistance, please either create a ticket or call the IT Support Desk at 321-433-7600, open 7am to midnight, 7 days a week. After accessing myEFSC, the Open an IT Ticket button can be found in the IT Support section, typically found near the bottom of the page.
When creating a ticket, select the Email, Teams & Calendaring category, followed by the Office 365 Assistance service to submit a ticket. Include details, error messages, and provide screenshots if possible of the steps you have taken so we may further assist you.
