"Deplorable, we can't connect to your account. Please try again afterward" error when you actuate Office from Office 365

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

Annotation

Office 365 ProPlus is being renamed to Microsoft 365 Apps for enterprise. For more information about this change, read this blog post.

Summary

This commodity discusses how to troubleshoot the activation issues in Microsoft Role from Function 365. Activation fails and you receive one the following mistake letters:

We are unable to connect right now. Please check your network and endeavor over again later on.

Sorry, nosotros can't connect to your business relationship. Please try again later.

More information

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

Footstep 1. Identify and gear up activation issues by using the Support and Recovery Assistant for Office 365

The Back up and Recovery Assistant app runs on Windows PCs and can help you place and fix activation problems with Role 365.
Role 365: Employ the Support and Recovery Banana for Office 365

Step ii. Check whether y'all're behind a proxy server

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

  1. Open a Command Prompt window every bit an administrator. To do this, click Start, blazon cmd.exe in the search box, right-click cmd.exe in the listing, and then click Run as administrator.
  2. Blazon the following control, and so press Enter: 
                      netsh winhttp prepare proxy < Accost of proxy server >

Step iii. Check whether you're behind a firewall

Are you behind a firewall? If you're not sure, ask your administrator. If you're behind a firewall, it might have to be configured to enable access to the post-obit:

  • 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
  • go.microsoft.com
  • office15client.microsoft.com

Each firewall will have a different method for enable admission to these URIs. Check your software'southward documentation for instructions or ask your ambassador to do this for you lot.

For more information about Microsoft 365 Apps for enterprise URLs and IP addresses, see the following Microsoft article: Office 365 URLs and IP address ranges

Step 4. Check whether you take the appropriate license

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

Step v. If y'all previously activated an Office 2013 program on the computer, endeavour to remove the existing product cardinal

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

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

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

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

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

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

  2. Examine the output. Look for and locate the final 5 characters of the installed product key.

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

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

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

              Microsoft Windows [Version 6.1.7601]  Copyright (c) 2009 Microsoft Corporation. All rights reserved.  C:\Windows\system32>cd "C:\Plan Files (x86)\Microsoft Function\Office15"  C:\Program Files (x86)\Microsoft Part\Office15>cscript ospp.vbs /dstatus  Microsoft (R) Windows Script Host Version v.8  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  SKU ID: 82cef0d9-d31d-456e-a3fa-ae2637ea2984  LICENSE NAME: Office fifteen, OfficeProPlusSubR_Subscription edition  LICENSE Description: Role xv, TIMEBASED_SUB channel  EXPIRATION: 10/11/2013 4:59:59 PM  LICENSE Condition: ---NOTIFICATIONS---  Error CODE: 0xC004F005  ERROR Description: The Software Licensing Service reported that the product key  does non match the product key for the license.  Final five characters of installed production cardinal: RMYP4 ---------------------------------------  ---Exiting-----------------------------  C:\Programme Files (x86)\Microsoft Office\Office15>cscript ospp.vbs /unpkey:RMYP4  Microsoft (R) Windows Script Host Version 5.8  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  Uninstalling product fundamental for: Function 15, OfficeProPlusSubR_Subscription edition  <Product key uninstall successful>  ---------------------------------------  ---Exiting-----------------------------

For more information, run into the following Microsoft Knowledge Base articles:

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

However demand aid? Go to Microsoft Community.