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 ChrisC Your Own Question

ChrisC
ChrisC, Computer Enthusiast
Category: Microsoft Office
Satisfied Customers: 1380
Experience:  15 years as a professional computer technician.
56108293
Type Your Microsoft Office Question Here...
ChrisC is online now
A new question is answered every 9 seconds

Dell Inspiron One 23" Touchscreen on WIN 8 (64-bit)XXX@XXXXXX.XXX I

Customer Question

Dell Inspiron One 23" Touchscreen on WIN 8 (64-bit)XXX@XXXXXX.XXX
I bought the computer running WIN 7. Upgraded to WIN 8. Bought full version of Microsoft Office & was successfully using Excel & Word with shortcuts on my Desktop.
I have no idea what happened but Excel & Word shortcut icons on my Desktop disappeared and I could no longer use (or find) Excel & Word. Assuming Excel & Word programs are still on my hard drive, how can I find & retrieve them? Tnx - ees
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  ChrisC replied 1 year ago.

ChrisC :

Hi, my name is XXXXX XXXXX I'll be happy to help you today.

ChrisC :

Ok so the first thing we want to do is make sure Word and excel are still there

ChrisC :

Do this by going to start menu and choosing all programs\ accessories\ run

ChrisC :

In the run box type "Excel" without the quotes

ChrisC :

If Excel comes up then it is still there

ChrisC :

Ill tell you how to replace the icons

ChrisC :

Oh wait let me start over

ChrisC :

You're using Windows 8 and the instructions will be different

ChrisC :

sorry about that

ChrisC :

Do ytou have a keyboard and mouse hooked up?

JACUSTOMER-y4e958f1- :

Yes, wireless but working O.K.

ChrisC :

ok great

ChrisC :

Do this for me

ChrisC :

on the keyboard you should see a WIndows key right next to alt

ChrisC :

Hit that and the letter R at the same time

ChrisC :

It should bring up a run box

ChrisC :

In that run box type Excel and hit enter

ChrisC :

let me know what happens

ChrisC :

Still with me?

ChrisC :

Did you see my instruction above?

JACUSTOMER-y4e958f1- :

yes - did so & got dialog boxes saying could find neither Excel or Word.

ChrisC :

ah ok

ChrisC :

What this means is that somehow Office has been removed

ChrisC :

Let me ask

ChrisC :

Do you still have the product key for it from when you purchased?

JACUSTOMER-y4e958f1- :

yes - wait while I retrieve.

ChrisC :

ok and also the version of Office if you can

ChrisC :

It will likely say on the same thing as they key

JACUSTOMER-y4e958f1- :

Confirmation E-mail from Microsoft dtd 12/13/12

ChrisC :

OK perfect

ChrisC :

Does it say specifically what version of Office?

JACUSTOMER-y4e958f1- :

Order No. MS9026912247 $128.35 Product Key BPMDR-M7BJ7-VB6YW-MVHT9-863VD Ver. ????

ChrisC :

ok great. Hold on to that key

ChrisC :

Now then what I mean by version

ChrisC :

It would say something like Microsoft Office 2010

ChrisC :

and then (the important part)

ChrisC :

something like Professional, Home and Business, Syudent and Teacher, Basic

ChrisC :

Something along those lines

JACUSTOMER-y4e958f1- :

Office Home & Student 2010 SKU 79G03366

ChrisC :

Perfect

ChrisC :

ok so here is how you fix this

ChrisC :

What you do is download a trial version of the product (youll see a try for 60 days) button on the link I give you

ChrisC :

Fill out all the info and you will be emailed a download link and a product key

ChrisC :

Disregard the key it emails you and put in your key

ChrisC :

This will install the full version

ChrisC :

You can get the trial from here

ChrisC :

Just follow those steps and youll be back up and running in no time!

ChrisC :

It will reinstall it all and youll have the icons again!

ChrisC :

Just let me know if you need anything else or any additional help

ChrisC :

And please do remember to rate my answer using the smiley faces!

JACUSTOMER-y4e958f1- :

wilco - QQ WHERE R THE SMILEY FACES?

ChrisC :

There should be an option to rate somewhere on your screen

JACUSTOMER-y4e958f1- :

ChrisC - order no. 12512587-240 customer no. Y4E958F1 XXXXX@XXXXXX.XXX where did I go wrong? - clicked 64-bit & "OPEN". Did not get any indication that a download was taking place or completed other than the hard drive light was blinking (occasionally). Did not see any block to enter original Product Key. Opened my E-mail & saw several messages from you including an auto-reply confirmation for ordering a trial version. Several NEW Product Keys were shown but NOT the original. HELP

ChrisC, Computer Enthusiast
Category: Microsoft Office
Satisfied Customers: 1380
Experience: 15 years as a professional computer technician.
ChrisC and 5 other Microsoft Office Specialists are ready to help you
Expert:  ChrisC replied 1 year ago.
Our chat has ended, but you can still continue to ask me questions here until you are satisfied with your answer. Come back to this page to view our conversation and any other new information.

What happens now?

If you haven’t already done so, please rate your answer above. Or, you can reply to me using the box below.
Expert:  ChrisC replied 1 year ago.
Please do remember to rate my service!
Expert:  ChrisC replied 1 year ago.
What you want to do in this situation is disregard any new product keys. you want to use the one you had before that you typed to me in the chat above. The only thing you need from this trial version process is the link t actually download the program itself so that you can install it. Once you start the install you will be asked for a product key. THATS where you type your old existing key.
Expert:  ChrisC replied 1 year ago.
Any luck?
Expert:  ChrisC replied 1 year ago.
Were you able to get Office installed successfully?
If so, please dont forget to rate my answer!
Customer: replied 1 year ago.

SORRY CHRISC - I HAVE A PROBLEM ENTERING MY ORIGINAL PRODUCT KEY. THE LINK PAGE DOES NOT LET ME ALTER THE TRIAL VERSION PRODUCT KEY AND I CAN'T GET TO THE "TRIAL ACTIVATION WIZARD" PAGE THAT IT ASKS ME TO GO TO. XXXXX@XXXXXX.XXX Order no. 12512587-240 Cust. no. y4e958f1

Expert:  ChrisC replied 1 year ago.
Tell me, have you gotten link to actually download the program? And have you done so?
Customer: replied 1 year ago.

YES, I GOT TO THE PAGE THAT SAYS "DOWNLOAD NOW" BUT WHEN I CLICK ON THAT BUTTON IT SEEMS TO DOWNLOAD BUT WILL NOT LET ME ALTER THE (temporary) PRODUCT KEY.

Expert:  ChrisC replied 1 year ago.

Ok well lets do this then

Go ahead and use the trial key. It does not limit the functionality of Office at all.

After you install you will at one point during the trial be offered the chance to buy Office. You should also see a chance to "Enter Key"

If you enter your key then, it should activate it and you'll be good.

Does that make sense?

Customer: replied 1 year ago.

O.K. WILL TRY THAT.

Expert:  ChrisC replied 1 year ago.
Just let me know if you need anything else. This question will still be open and you can always come back and reply!
Customer: replied 1 year ago.

CHRISC: WENT TO AN "ORDER CONFIRMATION" PAGE THAT CONFIRMED MY PURCHASE OF A $0.00 STUDENT OFFICE PRODUCT & TO DOWNLOAD IT, GO TO A "MY ACCOUNT" PAGE BUT WHEN I DO, I GET A DIALOG BOX SAYING "SORRY THIS SITE IS TEMPORARILY UNAVAILABLE" I WILL WAIT FIFTEEN MINUTES AND TRY AGAIN.

Expert:  ChrisC replied 1 year ago.
Ok great. Yeah that sounds like either an issue with MS site or the download link has maybe expired.
Customer: replied 1 year ago.

ChrisC: Sorry to be such a bother. I WAITED THAT 15 MINUTES (till 1:25pm & TRIED AGAIN - SAME MSG, SO I RE-ACTIVATED & TRIED AGAIN - SAME MSG. WILL WAIT ANOTHER 15 MIN. & TRY AGAIN.

Expert:  ChrisC replied 1 year ago.
Hmm interesting.
Let me ask, you downloaded the product from the link right?
And entered the trial product key?
That should get office working.

Can you elaborate on what step you are trying t accomplish specifically right now?
Customer: replied 1 year ago.

ChrisC: I RCVD E-MAIL CONFIRMATION OF A $0.00 PURCHASE OF A 2020 TRIAL VERSION OF STUDENT OFFICE BUT HAVE NO IDEA IF ANYTHING WAS ACTUALLY DOWNLOADED. I HAVE NOT ENTERED ANY PRODUCT KEY INFO. I AM STILL TRYING TO ENTER PRODUCT KEY (for Office Home & Student SKU:79G-03366


BPMDR-M7BJ7-VB6YW-MVHT9-863VD (full version) FOR THE PURCHASE ON 12/13/12 (Order No. MS9026912247)(1 PC-no DVD).


MASTERCARD BILLED ME ON 12/14/12.

Expert:  ChrisC replied 1 year ago.
Ok you should have received an email with a link for download or been given a link at one point in all of this.

You may have to try regostering for the trial again.
Customer: replied 1 year ago.

ChrisC: Thur. 1/3/13 8:45am - O.K. I'm BACK. WILL TRY RE-REGERISTING ONCE MORE.

Customer: replied 1 year ago.

ChrisC: 09:17 am EST - Couldn't do anything. Your server is down. Will try again shortly.

Expert:  ChrisC replied 1 year ago.
Ok great! Let me know. Seems unusual for Microsoft to have an issue with their site for this long, but we shall see.
Customer: replied 1 year ago.

ChrisC: THURSDAY 1/3 5:10pm


SORRY FOR THE DELAY. SEEMS LIKE I CAN'T GET THIS COMPUTER TO DO THE SAME THING TWICE IN A ROW. NOW MY BROWSER HAS SWITCHED FROM BING TO CHROME. WIN8 IS NOT NEARLY AS USER FRIENDLY AS WIN7 OR ITS PREDECESSORS, BUT A LOT OF "OPERATOR ERROR" IS MIXED IN.


ANYWAY:


I NAVIGATED TO A "MY ACCOUNT" PAGE & CLICKED "DOWNLOAD NOW" AND GOT A PAGE SAYING:-


"THE DOWNLOAD MANAGER IS CURRENTLY RESTRICTED BY YOUR BROWSER SECURITY SETTINGS. SAVE THE DOWNLOAD MANAGER TO YOUR LOCAL DRIVE & EXECUTE IT FROM THERE FOR PROPER OPERATION."


GOT ANOTHER MS OFFICE CONFIRMATION E-MAIL (110928188) FOR A $0.00 PURCHASE OF STUDENT OFFICE WITH NEW PRODUCT KEY.


NAVIGATED AGAIN TO A PREVIOUS JUST-ANSWER MSG FROM YOU & CLICKED ON "TRIAL" & "TRY FREE FOR 60 DAYS" & GOT A "CREATE A NEW ACCOUNT" PAGE THAT SAID CLICK THE DOWNLOAD NOW BUTTON & DID SO HOPING TO RELOAD A TRIAL VERSION. FOUND NO PLACE TO RE-REGISTER. ENTERED THAT NEW PRODUCT KEY & CLICKED "DOWNLOAD" BUT DON'T KNOW IF ANYTHING DOWNLOADED.


DID A WIN + R THING & DETERMINED THAT NO OFFICE STUDENT PROGRAM HAD LOADED (neither Trial nor Full).


GOT A "EXTRACTING FILES" PAGE, THEN A PAGE SAYING CHOOSE-


o add & remove features


o repair


o remove


o enter a product key . . . . . . . . . . . CONTINUE


ENTERED MY ORIGINAL PRODUCT KEY. . . & CONTINUE


 


GOT PAGE SAYING "PLEASE CHOOSE YOUR PREFERRED TYPE OF MS OFFICE INSTALLATION"


I CHOOSE "CONTINUE" RATHER THAN "CUSTOMIZE"


AND GOT A PAGE LISTING 7 DIRECTORIES IN THE DESKTOP DIRECTORY starting with Library and ending with MS Office. Each one went on to say "INVALID LOCATION".


FINALLY GOT A PAGE SAYING "MS OFFICE HOME & STUDENT 2010 CONFIGURATION HAS BEEN CANCELLED. HELP

Expert:  ChrisC replied 1 year ago.
Ok do this.
Hit the windows key on your keybaord and E at the same time to bring up explorer.
Click downloads on the left.
Do you see an Office Setup file in here?
Customer: replied 1 year ago.

ChrisC: SORRY FOR THE DELAY - WAS BUSY ALL DAY YDA.


ANYWAY:-


BROUGHT UP THE WINDOWS FILE MGR-


SAW :DOWNLOADS" IN LEFT-HAND PANE - CLICKED ON IT.


SAW MENU LIST OF 2 FOLDERS & 7 FILES - NONE OF WHICH WERE


"OFFICE SETUP". (or any Office name for that matter.

Expert:  ChrisC replied 1 year ago.
Ok to be honest it has bothered me that you are having so much trouble!
So in anticipation of this I actually spent an hour last night and SCOURED the internet for a better way for you to download this ha!

I found a download link AND put together some screen shots for you to review. Were gonna get this thing done!

Ok the first thing you wanna do is go to this page
Scroll down to where it say "Microsoft Office 2010 (Retail Channel) Single Image"
Click on the file that say X16-32324.exe and download and save it. After you will likely be able to find it in that download folder I mentioned

Once downloaded, Double click to begin the install.

The first thing you will see is it extracting:

graphic

After this you will get to a page to enter your product key. Enter your OLD existing product key here:
graphic

After this just click continue. I am unable to give screen shots of what you are going to see after that because it is already installed on my system, but it should be pretty straight forward.

Let me know how this goes!

Customer: replied 1 year ago.

ChrisC: Sun: 1/6/13 2:25pm - REPLY TO YOUR SAT.1/5 10:04am MSG.


YOU KEEP LONG HOURS. DON'T THEY EVER LET U OUT TO SLEEP?


THANK YOU FOR YOUR DILIGENCE (and patience).


THAT "JUST ANSWER" PROGRAM YOU GUYS HAVE IS PRETTY SLICK.


ANYWAY:-


DID AS YOU SAID. YOUR INSTRUCTIONS ARE VERY CLEAR & CONCISE. HAD NO TROUBLE FOLLOWING THEM. BUT TO NO AVAIL.


GOT THE DIALOG BOX SAYING "EXTRACTING FILES" WHICH GAVE ME CHOICE OF:- ****


*Add or Remove Features


*Repair


*Remove


*Enter a Product Key -(chose this one) & continued.


GOT A PRODUCT KEY BOX & ENTERED ORIGINAL PRODUCT KEY


BPMDR-M7BJ7-VB6YW-MVHT9-863VD


GOT DIALOG ASKING ME TO XXXXX OF MS OFFICE INSTALLATION. I CHOOSE "CONTINUE" RATHER THAN "CUSTOMIZE".


GOT DIALOG BOX SAYING:- "Can't find Office.en-us\msver90.dll"


POPUP BOX SAYING :-


" SETUP CANNOT FIND Office en-us\shellui.mst"


BROWSE TO VALID INSTALLATION SOURCE & THEN CLICK O.K.


WHICH GAVE ME A LISTING:-


DESKTOP


LIBRARIES - (o.k. button grayed out)


HOME GROUP- (o.k. button grayed out)


ERNEST SCHLATTER -(o.k button OK but returned a


"Invalid Location" box.


COMPUTER - (o.k. button grayed out)


NETWORK- (o.k. button grayed out)


DOWNLOADS- (o.k. button OK but returned an


"Invalid Location" box.


MICROSOFT OFFICE- (o.k. button OK but returned an


"Invalid Location" box.


DID A CHARMS-POWER-RESTART IN CASE THE REGISTRY HAD TO BE UPDATED.


DID A W+R AND OPENED "DOWNLOADS"


CLICKED ON "X16-31970.exe"


GOT DIALOX BOX ASKING FOR ADMINISTER APPROVAL.


I SAID OK & SCREEN WENT BACK TO THE PAGE IDENTIFIED BY **** ABOVE.


 

Expert:  ChrisC replied 1 year ago.
Ok lets do this
Run that setup program but this time choose remove.
After the removal completes restart the computer.
Then run the install again and see if it will work this time.

And yeah, ha. I need to get out more!
We ARE going to get this figured out! I am on a mission at this point.
Customer: replied 1 year ago.

ChrisC: 1/7/13 12:50pm SUCCESS! YOU CERTAINLY EARNED YOUR MONEY ON THIS ONE. I SHOULD HAVE TOLD YOU UPFRONT THAT I NEVER UN-INSTALLED THE TRIAL VERSION. THAT SEEMS TO BE THE KEY. THANK YOU VERY MUCH FOR HANGING IN THERE WITH ME.


 


I NOW HAVE MS HOME AND STUDENT 2010 INSTALLED ON MY HARD DRIVE AND IT SHOWS ON MY -CONTROL PANEL - UNINSTALL LISTING. BOTH WORD & EXCEL ICONS SHOW ON MY START PAGE. I RCVD AN Email CONFIRMATION OF A $0.00 PURCHASE OF A 60-DAY TRIAL VERSION OF MS OFFICE.


 


QQ: * HOW CAN I TELL IF I HAVE THE FULL VERSION AND NOT


THE TRIAL VERSION?


*HOW DO I GET THE WORD & EXCEL ICONS TO SHOW ON


MY DESKTOP AS SHORTCUTS?


*SOME OF MY EXCEL FILES WONT PRINT. THEY OPEN OK


BUT WHEN I CLICK "PRINT", INSTEAD OF THE PAGE


SHOWING UP, I GET A SMALL BOX SAYING "SHOW PRINT


PREVIEW AND WHEN I CLICK ON THAT, IT SHOWS A


SMALL DOT MATRIX TYPE BOX IN THE UPPER LEFT


CORNER AND THAT IS WHAT PRINTS, NOT THE FILE


ITSELF.

Expert:  ChrisC replied 1 year ago.
Yeah you can say that again! This has been quite an ordeal but I am glad we almost have it now!
I appreciate your rating!

Ok so as far as the questions.

1: In any Office profram, go to the file menu (top left) and choose help. It will tell you on this page what version and if it is activated or a trial.

2: Hit the Windows Key abd "E" at the same time on the keyboard to bring up explorer.
Browse to C:\Program Files\Microsoft Office\Office14 (May be program files (X86))
In here you will find all of the Office Programs ( IE: Outlook, Excel, WinWord)
Just right click the ones you want and choose sendto\ dekstop (create shortcut)
Then rename them to whatever you want on the desktop!

3: I am not sure about this one. You may want to try reinstalling your printer if you still have the disk.
Customer: replied 1 year ago.

ChrisC: re; YOUR MON. 1/7 2:18pm MSG.


DID SO & GOT PAGE SAYING"MS OFFICE TRIAL PRODUCT - WILL EXPIRE IN 29 DAYS"


 


SHORTCUTS TRANSFERRED TO DESKTOP O.K.

Expert:  ChrisC replied 1 year ago.
Ok on that screen go ahead and click "change product key"
Enter your old preexisting product key and hit ok
Then hit install.
Customer: replied 1 year ago.

ChrisC: re your 1/8 5:11pm msg.


DID SO.- WENT TO WORD - FILE - HELP


GOT THE "TRIAL PRODUCT" & "WILL EXPIRE IN 28 DAYS" PAGE.


BUT NO WHERES DID IT SAY "CHANGE PRODUCT KEY"


CLICKED ON "OPTIONS" - NOTHING THERE EITHER.


 


WENT TO EXCEL - FILE - HELP - - - EXACT SAME RESULTS.

Expert:  ChrisC replied 1 year ago.
Ok In that case you will certainly be prompted to enter a key before the trial is up. Once that happens I would just enter your old key and you should be fine!

If not, then this question should still be open then or you can find me directly by bookmarking this page

Thanks!
ChrisC, Computer Enthusiast
Category: Microsoft Office
Satisfied Customers: 1380
Experience: 15 years as a professional computer technician.
ChrisC and 5 other Microsoft Office Specialists are ready to help you
Customer: replied 1 year ago.

ChrisC" OK - WILL HAVE TO SETTLE FOR THAT.


AGAIN, THANK YOU FOR HANGING IN THERE WITH ME.


HAVE A GOOD DAY.

Expert:  ChrisC replied 1 year ago.
You too!

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... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...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
< Last | 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:

    36
    A+ Comptia Certified computer repair
< Last | Next >
  • http://ww2.justanswer.com/uploads/JS/jstinehelfer/2012-6-6_215146_Pictureofme1.64x64.png jstinehelfer's Avatar

    jstinehelfer

    Information Systems Manager

    Satisfied Customers:

    36
    A+ Comptia Certified computer repair
  • http://ww2.justanswer.com/uploads/JA/JasonJames122/2011-12-16_135647_jasonjamesheadshotweb.64x64.jpg JasonJames122's Avatar

    JasonJames122

    Computer Enthusiast

    Satisfied Customers:

    0
    I manage all information systems (network of Windows PC's and servers with Microsoft Office products) for a small business
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    301
    Computer Software Specialist for more than 10 years
  • http://ww2.justanswer.com/uploads/CH/chutz747/2011-11-6_14231_me.64x64.jpg The-PC-Guy's Avatar

    The-PC-Guy

    Computer Manager

    Satisfied Customers:

    274
    20 years experience providing remote computer support
  • http://ww2.justanswer.com/uploads/SP/spherrod/2012-6-6_174244_1000852.64x64.JPG Steve Herrod's Avatar

    Steve Herrod

    Computer Support Specialist

    Satisfied Customers:

    125
    Trained in Microsoft Office from 2000 through to latest version 2010.
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    124
    Certified Expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/KR/krkljatorm/2012-6-24_153417_ITMiro.64x64.jpg IT Miro's Avatar

    IT Miro

    Computer Scientist

    Satisfied Customers:

    97
    Bachelor's Degree in Information Technology, Microsoft Certified Professional