"Sorry, we can't connect to your account. Please effort again later" error when y'all activate Part from Function 365

  • Commodity
  • iii 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 Part from Function 365. Activation fails and you receive ane the following error messages:

We are unable to connect right now. Please check your network and effort once more subsequently.

Sorry, we can't connect to your account. Delight endeavor once more later.

More information

This consequence might exist caused by ane of several circumstances. Follow these steps to help troubleshoot the upshot. After each footstep, check to see whether the issue is fixed. If not, proceed to the next step.

Step 1. Place and ready activation issues by using the Support and Recovery Banana for Function 365

The Back up and Recovery Assistant app runs on Windows PCs and tin assistance you lot identify and fix activation issues with Office 365.
Office 365: Utilize the Support and Recovery Assistant for Office 365

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

Are you behind a proxy server? If you're non certain, enquire your administrator. If so, you (or your administrator) might accept to change the proxy settings for Windows HTTP clients. To exercise this, follow these steps:

  1. Open up a Command Prompt window equally an ambassador. To do this, click Start, type cmd.exe in the search box, correct-click cmd.exe in the listing, and and then click Run as administrator.
  2. Blazon the following control, and then printing Enter: 
                      netsh winhttp set up proxy < Accost of proxy server >

Stride 3. Check whether you're backside a firewall

Are you behind a firewall? If you're non sure, ask your administrator. If you're backside a firewall, it might have to be configured to enable access to the following:

  • https://officecdn.microsoft.com
  • https://ols.officeapps.alive.com/olsc
  • https://activation.sls.microsoft.com
  • https://odc.officeapps.alive.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://world wide web.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • go.microsoft.com
  • office15client.microsoft.com

Each firewall will have a dissimilar method for enable access to these URIs. Bank check your software's documentation for instructions or ask your administrator to exercise this for you lot.

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

Step 4. Check whether y'all have the appropriate license

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

Step 5. If you previously activated an Office 2013 program on the computer, try to remove the existing product key

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

  1. Open a Command Prompt window, type one of the post-obit commands, then press Enter:

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

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

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

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

  2. Examine the output. Look for and locate the terminal five characters of the installed product central.

  3. Remove all production keys. To remove a production key, type the following command so printing Enter:

                      cscript ospp.vbs /unpkey: <Final five characters of product key>

Here'south an case of the output of steps 5a through 5c:

              Microsoft Windows [Version half dozen.i.7601]  Copyright (c) 2009 Microsoft Corporation. All rights reserved.  C:\Windows\system32>cd "C:\Program Files (x86)\Microsoft Office\Office15"  C:\Plan 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 Name: Office xv, OfficeProPlusSubR_Subscription edition  LICENSE DESCRIPTION: Role 15, TIMEBASED_SUB channel  EXPIRATION: 10/xi/2013 four:59:59 PM  LICENSE Status: ---NOTIFICATIONS---  ERROR Code: 0xC004F005  Error DESCRIPTION: The Software Licensing Service reported that the production fundamental  does not match the production central for the license.  Last five characters of installed production key: RMYP4 ---------------------------------------  ---Exiting-----------------------------  C:\Program Files (x86)\Microsoft Part\Office15>cscript ospp.vbs /unpkey:RMYP4  Microsoft (R) Windows Script Host Version v.viii  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  Uninstalling product key for: Office xv, OfficeProPlusSubR_Subscription edition  <Product central uninstall successful>  ---------------------------------------  ---Exiting-----------------------------

For more information, see the following Microsoft Knowledge Base articles:

  • Troubleshoot installing Office
  • Unlicensed production and activation errors in Role

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