Troubleshooting problems for Microsoft 365 / Office 2019 (Advanced) Part 3

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Avatar for rapsantos
3 years ago

This is going to be the final part of my troubleshooting series for Microsoft Office. You can visit my previous articles down below and let's get on to it.

I cannot open any of my Microsoft Office programs.

Does it show a specific error code after? Yes, it shows 0x0000412. Another common issue, but this should be an easy fix (only applicable to Windows users). What you can do is:

1. Hover your mouse on your taskbar below, then point it at the open space of your taskbar. Press right-click on your mouse, then select Task Manager.

2. On the Processes tab, look under Background Processes then select Microsoft-365. Once selected, click on End Task.

3. After that you can open any of your programs on Microsoft Office.

I uninstalled my Microsoft Office (either Microsoft 365 Personal, Family, for Business, for Enterprise, or Office 2013, 2016, or 2019) and reinstalled my software. After that, it is saying that I don't have a license or subscription associated with my account. I signed in with my correct email on Microsoft. Why? I need your help with this.

For Windows users:

1. Open your Programs & Features by clicking the magnifying glass beside your Windows start menu on the bottom left. Then, search for appwiz.cpl to open the program.

2. Search for any previous Microsoft Office currently installed on your computer. If there's one, remove the program. If none, here's what you can do on the next step.

3. The ospp.vbs (ospp stands for Office Software Protection Platform) is a program where you'll need to configure licensed versions on Microsoft Office. This program is located in your local drive C:\Program Files\Microsoft Office\Office16 folder. If it is a 32-bit version of Office on a 64-bit operating system, go to the Program Files (x86)\Microsoft Office\Office16 folder. For more information about the ospp.vbs, click/tap here to read more.

Your Microsoft Office is either installed in these different folders.

4. After searching for the said program, press the following buttons: the Windows Logo on your keyboard and letter R. A pop-up box will show on the bottom left of your screen. Type in cmd, before clicking OK. Press the following buttons again on your keyboard: Ctrl, Shift and Enter. Click on Yes & the command terminal will open as an administrator.

5. Copy the path on your file explorer (C:\Program Files\Microsoft Office\Office16 or C:\Program Files (x86)\Microsoft Office\Office16), go back to your command terminal and type the following code: cd C:\Program Files (x86)\Microsoft Office\Office16. Hit enter and to make sure you're on the right directory type in dir. (cd means change directory, dir means directory)

This is where you'll need to paste the file path on your file explorer followed by the syntax given below.

6. Now you're in the right directory, type the following syntax: cscript ospp.vbs /dstatus. This will display all licenses currently installed on your computer.

7. If it is showing there's a different license, it needs to be removed. To remove a previous Microsoft Office license, type in the following command: cscript ospp.vbs /unpkey: followed by the last 5 characters of the product key. (example: cscript ospp.vbs /unpkey: E4XA7).

8. Give it a few seconds to have it removed, then re-open any of your Microsoft Office programs to re-activate your license.

For macOS users, click/tap here for the guide on how you can install the License Removal Tool. This removes your previous licenses on Microsoft Office. Unlike in Windows, it needs to be opened using the command terminal and type the specific code to remove the previous licenses.

I cannot send or receive any messages from my Outlook.

If you're using the webmail service ( that depends on your internet connection. There would be a problem with Microsoft's back end or any outage issues on their end. If you're using a different mail program like the Mail (built-in installed on your Windows 10), or Thunderbird, these programs are not under our scope.

On the other hand, if you're using Microsoft Outlook on your computer, then we need to configure the email settings linked to your email on MS Outlook. Here's what you can do.

1. Open your Control Panel, then search on the top right for Mail. Then open Microsoft Outlook (32-Bit).

2. Select the email address you have a problem with.

3. Check all of your settings (from the incoming to outgoing servers, and port numbers). If all of them were correctly set-up, You can do a test run by clicking "Send test message". If it works, you're good to go. If not, then there's a problem with your password. For more information on your email settings, click/tap here to check. You can also visit, enter your email address and the site will give you all the required settings of your MS Outlook

4. It is best recommended to use an IMAP setting. Most passwords depending on your email domain service you'll need to enter is the same password just like logging in at and Unlike & AT&T it requires you to turn on your 2-Step Verification for added security and proving that you're the ones who log in.

⦁ If you're using Gmail, click/tap on the links for the guide to turn on your 2-Step Verification and create your App Password.

⦁ For AT&T users, it's called a Secure Mail Key. Click/tap here for the guide to create your mail key.

⦁ If you're using your work or school email address, I recommend that you can log in with your email domain and check for your IMAP settings provided on your webmail service, and no need for you to create an app password or mail keys.

5. Once you're done creating one. Copy what is showing on your screen for your app password or mail key, and paste it somewhere like to your sticky notes, or on your notepad. Let's go back to your settings, then copy & paste your app password/mail key to the textbox under the password. Do a test run by clicking the test message. If it works, you can click next and finish.

6. Re-open your Microsoft Outlook, and wait for the synchronization process up to 100%. All of your not received messages, even your previous messages that were not sent will load up to your computer.

And that wraps my troubleshooting series for your Microsoft Office. If you need any help, you can visit or dial the support number based on your locations if you need the assistance of a tech advocate.

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Avatar for rapsantos
3 years ago


This is good. There should be more articles like this.

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3 years ago

Thanks! Will continue to write more. You can check my previous articles for troubleshooting MS Office above on this post. I previously worked for them, until I decided to leave then go full-time here.

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