"Sorry, we can't connect to your account. Please endeavour again later" mistake when y'all activate Office from Office 365

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

Note

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

Summary

This article discusses how to troubleshoot the activation bug in Microsoft Office from Office 365. Activation fails and you lot receive one the following mistake messages:

Nosotros are unable to connect correct now. Please check your network and try once more later.

Sorry, we can't connect to your business relationship. Please try once again after.

More information

This issue might be caused by one of several circumstances. Follow these steps to help troubleshoot the issue. After each step, check to see whether the consequence is fixed. If not, proceed to the side by side step.

Step 1. Identify and fix activation issues by using the Support and Recovery Assistant for Office 365

The Back up and Recovery Assistant app runs on Windows PCs and tin can help you identify and fix activation issues with Role 365.
Function 365: Use the Support and Recovery Assistant for Office 365

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

Are y'all behind a proxy server? If you're non sure, ask your administrator. If so, you (or your administrator) might have to alter the proxy settings for Windows HTTP clients. To do this, follow these steps:

  1. Open up a Command Prompt window as an administrator. To do this, click Start, type cmd.exe in the search box, right-click cmd.exe in the list, and then click Run as administrator.
  2. Type the following command, and then press Enter: 
                      netsh winhttp set proxy < Address of proxy server >

Stride 3. Check whether you're behind a firewall

Are you behind a firewall? If yous're not sure, ask your administrator. If you're behind a firewall, information technology might take to exist 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
  • get.microsoft.com
  • office15client.microsoft.com

Each firewall will accept a dissimilar method for enable access to these URIs. Check your software'due south documentation for instructions or ask your administrator to do this for you.

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

Step four. Bank check whether you accept the appropriate license

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

Step 5. If yous previously activated an Role 2013 plan on the computer, endeavour to remove the existing product fundamental

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 so press Enter:

    • If yous're running 64-bit 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-flake Windows:

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

  2. Examine the output. Look for and locate the last five characters of the installed product key.

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

                      cscript ospp.vbs /unpkey: <Final five characters of production primal>

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

              Microsoft Windows [Version half-dozen.ane.7601]  Copyright (c) 2009 Microsoft Corporation. All rights reserved.  C:\Windows\system32>cd "C:\Program Files (x86)\Microsoft Role\Office15"  C:\Programme 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: Role xv, OfficeProPlusSubR_Subscription edition  LICENSE DESCRIPTION: Office fifteen, TIMEBASED_SUB channel  EXPIRATION: 10/11/2013 iv:59:59 PM  LICENSE STATUS: ---NOTIFICATIONS---  ERROR CODE: 0xC004F005  ERROR Description: The Software Licensing Service reported that the product fundamental  does not lucifer the production central for the license.  Last 5 characters of installed production key: RMYP4 ---------------------------------------  ---Exiting-----------------------------  C:\Program Files (x86)\Microsoft Function\Office15>cscript ospp.vbs /unpkey:RMYP4  Microsoft (R) Windows Script Host Version 5.8  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  Uninstalling product central for: Office fifteen, OfficeProPlusSubR_Subscription edition  <Product central uninstall successful>  ---------------------------------------  ---Exiting-----------------------------

For more information, see the post-obit Microsoft Knowledge Base articles:

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

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