Microsoft 365 Apps for enterprise (formerly called Office 365 ProPlus) is provided by Microsoft to UAlbany students as a free option to install the latest version of Microsoft Office on your personally owned computer.  The suggestions on this page may help resolve issues, especially crashes, during installation or use of Microsoft Office on personal computers.

Table of Contents

First things to try

1. Uninstall Microsoft 365 apps if the previous installation completed but the program fails to launch. (You can uninstall from Control Panel/Settings on Windows or by deleting the Office apps from the Applications folder on macOS.)
   
2. Restart the computer.
3. Download a new copy of the installation files (instructions at Install Microsoft Office 365 Apps on a Personally-Owned Device) .
4. Attempt to install Office Microsoft 365 apps again.

Remove and reinstall or check for corruption

...

1. Uninstall Microsoft 365 if the previous installation completed but the program fails to launch.

2. Uninstall any previous versions of Office (Settings > Apps or Control Panel > Programs and Features or Uninstall a Program, find Microsoft Office and choose Uninstall).
   

   Warning
   Before removing another version of Office, please make sure that you have the original installation files and license code in case you need to reinstall it later.

3. Uninstall any incompatible software, such as those noted below (Control Panel > Programs and Features or Uninstall a Program, find the program and choose Uninstall).
   

   Warning
   Before removing any software, please make sure that you have the original installation files and license code in case you need to reinstall it later.

   • "Abbyy FineReader" may cause Office to crash on launch. It often comes bundled with printer or scanner software.

   • “Fun Tools” add-in - a number of people have reported that removing it overcomes problems with Office 2013.

   • "Toshiba Book Reader" - it has been reported that uninstalling that brings Office back to working status.

4. Make sure that all latest operating system and Office updates are installed via the Windows Update program or Apple menu > Software Update on your computer.
5. Restart the computer.
6. Download a new copy of the installation files (instructions at Install Microsoft Office 365 Apps on a Personally-Owned Device).
   
7. Attempt to install Microsoft 365 again.

"Something went wrong" error code CAA50024

If you cannot activate M365 per Activate Microsoft 365 Apps on Windows, try this:

1. Type Settings in Windows search > Accounts> Access work or school, select your account> Disconnect.
2. Sign in your account again in an Office app such as Word, and check whether this window pops up, and if so, uncheck the option to Allow my organization to manage my device, and click This app only:
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   1. This should allow you to activate M365.
3. If that did not help, try:
   1. Within an Office app such as Excel or Word, click File > Account.  There, click Sign out:
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   2. Once that is done, try to sign in again.  

   3. If prompted to choose between "Work or School" vs. "Personal", be sure to choose Work or School. 

      Note

      It is possible you had been signed in using your actual albany.edu email address, but for a personal Microsoft account instead of your University account.  See https://wiki.albany.edu/x/1oGqAg for more information on this situation.  If this is the case, ITS recommends changing the email address associated with your personal Microsoft account to avoid confusion. You may also close the personal Microsoft account if you do not need it.