Office 365 Activation Troubleshooting

Tags office

Note: If you have reset your SJFC network password within the past 30 minutes, please wait at least 30 after reset to allow your SJFC password to sync with Microsoft.

Sign out and reactivate within Office App

  1. Sign out of account in office app.
    1. Open Word
    2. File -> Account
    3. Under User Information, Click Sign Out.
    4. Click Yes when asked to confirm
    5. Close all Office applications (Excel, PowerPoint, etc.).
    6. To sign out of Office on any platform besides PC/Windows, see https://support.microsoft.com/en-us/office/sign-out-of-office-5a20dc11-47e9-4b6f-945d-478cb6d92071
  2. Try reactivating Office.
    1. Open Word
    2. File -> Account
    3. Under User Information, click Sign In.
    4. Enter your email address (i.e. username@sjfc.edu).  Entering your email address with @academia.sjfc.edu will no longer work.
    5. If asked if it is a personal or school/work account, select school/work account.
      Note: You will only receive this question if you also have a personal @sjfc.edu account, it will not appear if you only have a school/work account.
    6. If working correctly, the Microsoft logo in the log in dialog should be replaced with the text "St. John Fisher College".
    7. Enter your SJFC Network Password.

Check Office on the Web

  1. Check existing devices on web and verify you are using an SJFC license.
    1. Open https://portal.office.com/account
    2. If it opens a Microsoft dashboard, click your name in the upper right and select Sign Out, close the browser window, and return to the above step.
    3. If a dialog appears that says “Pick an account”, click the three dots next to each account and select Forget until any/all accounts are not listed and it simply asks to type email address.
    4. Type in your @sjfc.edu email address.
    5. If you are asked whether it is a Personal/Microsoft account or Work/School account, select work/school account.
      Note: You will only receive this question if you also have a personal @sjfc.edu account, it will not appear if you only have a school/work account. If it works correctly, the Microsoft logo will be replaced with the text "St. John Fisher College", and a background picture of the Upper Quad at sunset.
    6. Enter your SJFC Network Password
    7. On the left hand side, click Subscriptions.  You should see a license that says something like Office 365 A1 Plus or A3 for Faculty or Students.  If it is blank, stop here and contact the OIT Service Desk for further assistance
    8. On the left hand, click Apps and Devices.
    9. If the computer/device you are trying to activate is listed, click the sign out button next to that device and then attempt to reactivate.
    10. There is a limit of 5 devices of a particular device class (Computer, Tablet, Phone) that can be activated at a time.  If there are 5 devices listed in the given device class, no more devices can be activated until one is removed.

Details

Article ID: 137851
Created
Thu 9/16/21 1:33 PM
Modified
Thu 9/16/21 1:47 PM