How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Erik B. Your Own Question

Erik B.
Erik B., Consultant
Category: Microsoft Office
Satisfied Customers: 4614
Experience:  Well versed in several editions of Microsoft Office.
Type Your Microsoft Office Question Here...
Erik B. is online now
A new question is answered every 9 seconds

Suddenly this morning when I attempt to access Word, Excel

This answer was rated:

Suddenly this morning when I attempt to access Word, Excel or PowerPoint in my Office 2010, I get a message saying there is no record that this is a legitimate copy of the program. I registered it when I bought it over a year ago! Help!
Hello and thanks for choosing Just Answer. My name is XXXXX XXXXX I'll be happy to try and assist you with this issue today.

Is your computer running Windows XP, Vista, or Windows 7? Our best bet here is to run a System Restore to yesterday to see if that fixes the problem.
Customer: replied 4 years ago.

Windows 7

OK great, let's try a quick system restore and see if that corrects our problem. Here is what I want you to do:

  1. Click Start -> All Programs -> Accessories -> System Tools -> System Restore.
  2. Click Next on the first window.
  3. Click the box for Show More Restore Points so that all points are displayed.
  4. Highlight a restore point from yesterday.
  5. Click Next.
  6. Click Finish and wait for the restore to complete (the system will reboot).

When the system comes back up, test Word and Excel. Then come back to and click on My Questions to let me know how it went. I will be here. Thanks!
Customer: replied 4 years ago.

Are you there? It didn't work. The message is saying there is no record of the license yet I have the Product Key in front of me and it's been working just fine.

I am here! OK can you give me the exact error message please?
Customer: replied 4 years ago.

Here it is: "Microsft Office Home & Student 2010 cannot verify the license for this product. You should repair the Office program by using Control Panel."


But how to do that?

Gotcha, please do the following for me:

  1. Hold down the Windows key and press the R key to open the Run window.
  2. Type appwiz.cpl and click OK. This will open the Programs and Features window.
  3. Scroll down to your Microsoft Office entry, highlight it and click the Change button.
  4. In the window that appears, choose to Repair the installation and then complete the wizard.



After the repair runs, are you able to open Word, etc.?

Customer: replied 4 years ago.

I got a message at the end that the uninstall for Office didn't complete properly and I still cannot access any of it.


OK do you still have your installation disks, or do you just have the product key card?
Customer: replied 4 years ago.

I have the disc.

OK what we want to do then is remove it completely and then reinstall it. Here's how:

  1. Highlight the Microsoft Office entry again and this time click on Uninstall.
  2. In the window that appears confirm the uninstall and let the uninstallation process complete.
  3. After the uninstall, CLICK HERE to download the MS Office cleanup tool.
  4. Choose to run the tool and then complete the short wizard.
  5. After the wizard completes, insert your Office disk and reinstall it.




Let me know how it goes; I will be here!

Customer: replied 4 years ago.

OK. See you in a few.


Sure thing! Take your time I will be here. thanks!
Customer: replied 4 years ago.

I got the message that the uninstall worked, then ran the Fix It. Got a message that the Fixit "failed to process".


That is OK; that tool just ensures that everything is gone. If it is then the fixit will fail. Go ahead and run the disk now and reinstall. Keep me posted!
Customer: replied 4 years ago.

What is going to happen to all my data I had in Word and Excel?


Oh don't worry about that; it will all still be there. We have only remove the program files and now we are just replacing them. All of the actual data (documents, spreadsheets, etc.) will still be there, I promise!
Customer: replied 4 years ago.

Thank goodness! :)

Yes I should have stated something to that effect before, sorry about that! let me know what happens after the install. Thanks!
Customer: replied 4 years ago.

I clicked on Word and got a message that it's a free trial and I can buy by Oct. 2!

Did you enter your product key from the case?
Customer: replied 4 years ago.

Yes. The second time it looked like Word opened OK. However, I don't have an icon for PowerPoint.

What version of Office does your disk/case say you have?
Customer: replied 4 years ago.


OK if you hold down the WIndows key on your keyboard and press the R key the Run window should open. If you type powerpnt and click OK does Powerpoint open?
Customer: replied 4 years ago.

"iexplore" came up.

Hm that is weird. If you click on the Start button, then click on All Programs you should see the Microsoft Office folder. Click on that, is PowerPoint there?
Customer: replied 4 years ago.

Yes, if I do that PowerPoint opens. There must be a way to get an icon! :) Had one before.


Absolutely there is! Just right click that PowerPoint entry and choose Send to -> Desktop. The icon should then appear on the desktop.

Let me know if you have any problems with that by clicking on Reply to Expert. I will be here. Thanks so much!
Customer: replied 4 years ago.

Yep, got it. Thank you so much for your patience and help!

Awesome, thank you! Enjoy the rest of the weekend!
Erik B., Consultant
Category: Microsoft Office
Satisfied Customers: 4614
Experience: Well versed in several editions of Microsoft Office.
Erik B. and 5 other Microsoft Office Specialists are ready to help you

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther Woodstock, NY
  • Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know. Robin Elkton, Maryland

Meet The Experts:

  • jstinehelfer


    Information Systems Manager

    Satisfied Customers:

    A+ Comptia Certified computer repair
< Last | Next >
  • jstinehelfer's Avatar


    Information Systems Manager

    Satisfied Customers:

    A+ Comptia Certified computer repair
  • JasonJames122's Avatar


    Computer Enthusiast

    Satisfied Customers:

    I manage all information systems (network of Windows PC's and servers with Microsoft Office products) for a small business
  • Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    Computer Software Specialist for more than 10 years
  • The-PC-Guy's Avatar


    Computer Manager

    Satisfied Customers:

    20 years experience providing remote computer support
  • James K.'s Avatar

    James K.


    Satisfied Customers:

    Technical Director of IT Company
  • IT Miro's Avatar

    IT Miro

    Computer Scientist

    Satisfied Customers:

    Bachelor's Degree in Information Technology, Microsoft Certified Professional
  • Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    Certified Expert with over 10 years experience.