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Cody
Cody, Senior Systems Administrator
Category: Microsoft Office
Satisfied Customers: 1528
Experience:  Systems Administrator
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I have a new Lenovo computer. Installed Office 365. I can

Customer Question

I have a new Lenovo computer. Installed Office 365. I can open Word, Excel, etc. Anytime I click on a command, Page Format Landscape for example, or try to paste text from an email the program freezes. The blue circle continuously circles until I close the program.
Have had this issue for a couple of weeks now, ever since loading Office.
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  Cody replied 1 year ago.

Hello. My name is ***** ***** I will be assisting you today.

When you installed Office 365, did you login to a website and installed it from there?

We can uninstall it using Revo Uninstaller and then try a fresh install.

Customer: replied 1 year ago.
I installed it after completing a download.
Yes. Lets try a fresh install.
Customer: replied 1 year ago.
run the install after downloading?
Expert:  Cody replied 1 year ago.

Yes

Expert:  Cody replied 1 year ago.

Are you using Outlook? If you're using a pop 3 email account we should back up your email before uninstalling Microsoft Office.

Customer: replied 1 year ago.
not using outlook. good question though... Ready to run
Customer: replied 1 year ago.
should I uninstall MSOffice?
Expert:  Cody replied 1 year ago.

Yes, but uninstall it using Revo Uninstaller.

Customer: replied 1 year ago.
ok. started.
Expert:  Cody replied 1 year ago.

After it goes through uninstall, there should be an option to search for left over files. Choose advanced. Then delete anything in the registry it finds and any of the folder/files it finds.

Customer: replied 1 year ago.
ok
Expert:  Cody replied 1 year ago.

After that is all done, restart. Then install Microsoft Office again.

Expert:  Cody replied 1 year ago.

Are you installing 32 or 64 bit version of Office?

Customer: replied 1 year ago.
ok. The scan button hasn't activated yet. It is still performing the initial analysis and uninstall.
Not sure if 32 or 64.
Where do I start the install from?
Expert:  Cody replied 1 year ago.

You can install it from the original site you got it from. Is it something like portalmicrosoftonline.com?

Customer: replied 1 year ago.
ok. Here's the rub...
When I bought the computer, I purchased MSOffice 365 at Office Depot. I dont have the card anymore with the code. I still have the file I downloaded but don't have the key.
Expert:  Cody replied 1 year ago.

Did it ask for the key before you downloaded the file or like during the install?

Customer: replied 1 year ago.
yep. When I purchased office, there was a card with a code on the back.
Expert:  Cody replied 1 year ago.

When did you have to enter the code tho?

Customer: replied 1 year ago.
honestly, I don't remember when in the process of downloading/installing when I was asked to enter the code.
Customer: replied 1 year ago.
still uninstalling....
Expert:  Cody replied 1 year ago.

Did you enter an email login when you downloaded it?

That code should be tied to an account.

Expert:  Cody replied 1 year ago.

Don't proceed with the deleting registry files/folders yet before we determine when we had to enter the code.

As we may need to run another program to grab the product key.

Customer: replied 1 year ago.
I did create an account with MS. Hopefully that code will be tied to my account.
Expert:  Cody replied 1 year ago.

Yes it should be, can yo login and check? It should have your computer listed as having it installed and say you have like 4 more devices you can install it on.

Customer: replied 1 year ago.
ok. it is still performing the initial analysis and uninstall.
Expert:  Cody replied 1 year ago.

Ok, I will be back about 15-20 minutes.

Customer: replied 1 year ago.
I will be here
Expert:  Cody replied 1 year ago.

back

Customer: replied 1 year ago.
cool. still uninstalling.....
Customer: replied 1 year ago.
should the uninstall be taking this long?
Expert:  Cody replied 1 year ago.

No, is there a window hiding in the background wanting some response?

Customer: replied 1 year ago.
don't see anything. Should I cancel and restart the uninstall?
Expert:  Cody replied 1 year ago.

Does it show a progress? If you cancel it, you could just do the advanced scan with Revo and that will take care of everything.

Customer: replied 1 year ago.
no progress spinner or bar. If I run the advanced scan, what about the code?
Expert:  Cody replied 1 year ago.

You can login to the website you got the download to confirm.

Customer: replied 1 year ago.
the download was from MS.
Expert:  Cody replied 1 year ago.

Try opening word --> File -- Account --> see attached picture

Does it say manage account?

Customer: replied 1 year ago.
I don't see "see attached picture" but there is a button to manage my account.
Customer: replied 1 year ago.
I get it...you attached a picture....
Expert:  Cody replied 1 year ago.

Ok if you click manage account that will take you to the site to login and download.

We don't have to worry about a product key then. You can cancel the uninstall and let Revo do it's thing.

Customer: replied 1 year ago.
where should I start with Revo now to complete the scan?
Expert:  Cody replied 1 year ago.

It should have popped up? Maybe it'll be easier if I connect to your PC.

Customer: replied 1 year ago.
ok. please ignore the HP uninstall window. After I cancelled the office uninstall, I tried to uninstall another program to see how Revo works. HP wants me to re-start, which I'll do after you and I are done. Please connect to my computer.
Expert:  Cody replied 1 year ago.

Checking in to see if you still need help with this issue, if so please reply at your convenience.