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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06624835

Version: 1

HP Consumer Computers - 'Activation Required' or 'Let's Try It Again' Is Displayed on the Microsoft Office Account Screen

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 27-Apr-2020

Last updated : 27-Apr-2020

DESCRIPTION
The following messages may be displayed on the Microsoft Office account screen:
  • Activation Required
  • Lets try it again
The issue occurs when attempting to activate Microsoft Office before installing the Office Updates.
note:
All HP consumer computers shipped with Microsoft Office 2019 version 1904 or 1910 preinstalled may be affected by this issue.

SCOPE
The information in this document applies to the following:
All HP consumer computers that have been shipped with Microsoft Office 2019 version 1904 or 1910 preinstalled starting from April 2019 to October 2019.
Software applications:
  • Microsoft Office 2019 Version 1904 (Build 16.0.11425.20202)
  • Microsoft Office 2019 Version 1910 (Build 16.0.11929.20394)
Operating Systems:
  • Microsoft Windows 10 19H1 (Version 1903)
  • Microsoft Windows 10 19H2 (Version 1909)
RESOLUTION
To resolve this issue, perform the following steps to update Microsoft Office:
  1. Open any Microsoft Office application.
  2. Select File > Account > About.
  3. Identify the Microsoft Office build version shown below and compare to the SCOPE.


    A. Note if the build versions matched, then proceed to Step 4.



  4. Select File > Account > Office Update.




  5. Follow the on screen instructions.
  6. Restart the computer.
  7. Open any Microsoft Office application.
  8. Select File > Account > About.
  9. Verify that Microsoft Office is now activated as a licensed copy.




    If the Microsoft Office activation was not updated, then proceed to Step 10.


  10. Download and install the following SoftPaq to reset Microsoft Office Settings:

    SoftPaq Description
    Release Notes
    Download SoftPaq
    Microsoft Office Settings Reset
    Version: 1.00
    Revision: A
  11. After resetting Microsoft Office settings, repeat steps 1 through 6.

Hardware platforms affected : HP 14-dk0000 Laptop PC, HP 14-dk1000 Laptop PC series, HP 14-dq0000 Laptop PC series, HP 14-dq1000 Laptop PC series, HP 14s-dk0000 Laptop PC, HP 14s-dk1000 Laptop PC series, HP 14s-dm0000 Laptop PC, HP 14s-dm1000 Laptop PC series, HP 14s-dp0000 Laptop PC, HP 14s-dp1000 Laptop PC series, HP 14s-dq0000 Laptop PC series, HP 14s-dq1000 Laptop PC series, HP 14s-dr0000 Laptop PC series, HP 14s-dr1000 Laptop PC series, HP 14s-dy0000 Laptop PC series, HP 14s-dy1000 Laptop PC series, HP 15-dw0000 Laptop PC, HP 15-dw1000 Laptop PC series, HP 15-dw2000 Laptop PC series, HP 15-dy0000 Laptop PC, HP 15-dy1000 Laptop PC series, HP 15-ef0000 Laptop PC series, HP 15-ef1000 Laptop PC series, HP 15s-dr0000 Laptop PC, HP 15s-dr1000 Laptop PC series, HP 15s-dr2000 Laptop PC series, HP 15s-du0000 Laptop PC, HP 15s-du1000 Laptop PC series, HP 15s-du2000 Laptop PC series, HP 15s-dy0000 Laptop PC, HP 15s-dy1000 Laptop PC series, HP 15s-dy2000 Laptop PC series, HP 15s-eq0000 Laptop PC series, HP 15s-eq1000 Laptop PC series, HP 15s-er0000 Laptop PC series, HP 15s-er1000 Laptop PC series, HP 15s-ey0000 Laptop PC series, HP 15s-ey1000 Laptop PC series, HP 15s-fq0000 Laptop PC series, HP 15s-fq1000 Laptop PC series, HP 15s-fr0000 Laptop PC series, HP 15s-fr1000 Laptop PC series, HP 15s-fy0000 Laptop PC series, HP 15s-fy1000 Laptop PC series, HP 17-by0000 Laptop PC, HP 17-by1000 Laptop PC, HP 17-by2000 Laptop PC series, HP 17-by3000 Laptop PC series, HP 17g-cr0000 Laptop PC, HP 17g-cr1000 Laptop PC, HP 17g-cr2000 Laptop PC series, HP 17g-cr3000 Laptop PC series, HP 17q-cs0000 Laptop PC, HP 17q-cs1000 Laptop PC, HP 17q-cs2000 Laptop PC series, HP 17q-cs3000 Laptop PC series, HP 340 G5 Notebook PC, HP 340 G7 Notebook PC, HP 340S G7 Notebook PC, HP 348 G5 Notebook PC, HP 348 G7 Notebook PC, HP 350S G7 Notebook PC, HP 470 G7 Notebook PC, HP ENVY 13-aq0000 Laptop PC series, HP ENVY 13-aq1000 Laptop PC series, HP ENVY 13-ar0000 x360 Convertible PC, HP ENVY 13m-ar0000 x360 Convertible PC, HP ENVY 15-dr0000 x360 Convertible PC, HP ENVY 15-dr1000 x360 Convertible PC series, HP ENVY 15-ds0000 x360 Convertible PC, HP ENVY 15-ds1000 x360 Convertible Laptop PC series, HP ENVY 15m-dr0000 x360 Convertible PC, HP ENVY 15m-dr1000 x360 Convertible PC series, HP ENVY 15m-ds0000 x360 Convertible PC, HP ENVY 17-ce0000 Laptop PC series, HP ENVY 17-ce1000 Laptop PC series, HP ENVY 17m-ce0000 Laptop PC series, HP ENVY 17m-ce1000 Laptop PC series, HP Pavilion 11-ap0000 x360 Convertible PC, HP Pavilion 11m-ap0000 x360 Convertible PC, HP Pavilion 14-dh0000 x360 Convertible PC, HP Pavilion 14-dh1000 Convertible x360 PC series, HP Pavilion 14-dh2000 x360 Convertible Laptop PC series, HP Pavilion 14m-dh0000 x360 Convertible PC, HP Pavilion 14m-dh1000 x360 Convertible PC series, HP Pavilion 14q-dh0000 x360 Convertible PC, HP Pavilion 14q-dh1000 x360 Convertible PC series, HP Pavilion 15-bc500 Laptop, HP Pavilion 15-cs2000 Laptop PC, HP Pavilion 15-dq0000 x360 Convertible PC, HP Pavilion 15-dq1000 x360 Convertible PC series, HP Pavilion Gaming 15-dk0000 Laptop PC, HP Pavilion Gaming 15-dk1000 Laptop PC series, HP Pavilion Gaming 15-ec0000 Laptop PC series, HP Pavilion Gaming 15-ec1000 Laptop PC series, HP Pavilion Gaming 17-cd0000 Laptop PC, HP Pavilion Gaming 17-cd1000 Laptop PC series, HP Stream 11-ak0000 Laptop PC, HP Stream 11-ak1000 Laptop PC, HP Stream 14-ds0000 Laptop PC, OMEN 15-dh1000 Laptop PC series, OMEN 17-cb1000 Laptop PC series, OMEN X by HP 2S 15-dg0000 Laptop PC series, OMEN by HP 15-dh0000 Laptop PC series, OMEN by HP 17-cb0000 Laptop PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06624835

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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