I Cannot Sign into Office 365

This error is caused by your device holding on to old Microsoft licensing data associated with pre-email migration licensing. There are presently two main causes that can create a disconnect with the your license:

1. You recently updated their eID password and had never logged out of their Office account.
2. You have been logged in and using a previously licensed account within Microsoft Office 365 that was not from JMU.

Correcting the error is the same regardless of the cause, depending on the device. Be aware that the steps below require you to remove data that, if done incorrectly, could cause programs to not work correctly.

If you feel uncomfortable in completing any of the steps below, please contact the IT Help Desk directly or come to the Front Desk, located on the 4th floor of the Student Success Center.

On a Windows Device:

1. Open any Office 365 Application (such as Word), and click on the User Icon in the top-left.
2. If there are any email accounts signed in, select Sign out on each account.
   1. If a Microsoft OneDrive account is Signed in, that will be automatically logged out as well, once email account is removed
3. Close out of all Office 365 programs.
4. Tap the Search Icon on the bottom-left of your Windows Task Bar, and go to Settings
5. Select Accounts on the left-hand side
6. Click on Access Work or School, and remove any existing Dukes email accounts or other University account.
7. Select Apps on the left-hand side, and click on Installed Apps
8. In the list, locate and remove any pre-existing Microsoft Office products, as pre-installed versions of Office - or versions of Office from other Universities - can cause the JMU License to fail to activate. These can include:
   1. Microsoft OneNote for Windows 10
   2. Microsoft 365
   3. Microsoft Outlook (New)
   4. Microsoft Teams (Personal)
9. Once you have completed uninstalling all Microsoft products, restart the device.
10. After the device is back on, in a web browser, go to your MIcrosoft Account page, signing in with your Dukes email and eID password, and download the Office 365 installer
11. Follow the prompts and complete the installtion of Office 365, using an Adminstrator account if required.
12. Once completed, open any Office 365 program and log-in using the Dukes email account and eID password.
13. Verify the account identity with Okta Auhentication.

If this does not work or you are receiving errors when attempting to activate Office, please contact the Help Desk directly.

On an Apple Device

1. Navigate to the Microsoft Office License Reset Tool webpage.
2. Click Download the license removal tool link to download the utility.
3. Click on the downloaded file within Finder.
4. Follow the directions in the Setup Wizard to run the utility.
   • If prompted, input your computer login credentials
5. Once the tool is complete, select Close and Move to Trash.

If you have previously uninstalled Office:

1. Go to the Microsoft Office sign in page and log in, using your eID@dukes.jmu.edu email and eID password.
2. Click Install and more in the upper right of the screen, then click Install Microsoft 365 apps.
3. On the left panel, select Apps & devices.
4. Select Install Office, and Double-Click the downloaded file in Finder.
5. Follow the directions in the installer to reinstall Microsoft Office.

Once complete, open Microsoft Word and sign into your account using your full email and eID Password. If the Microsoft Office License Reset Tool does not resolve the issue, please call the Help Desk (540-568-3555) for further assistance.

• When I open Word, I get the error that I'm in View Only
• When I opened Office, I got an Account Error message:
  • Error: Sorry, we can't get into your account right now. To fix this, please sign in again.
  • Error: View Only: Your account... Doesn't allow editing. To learn more...