"Sorry, we can't connect to your account. Please try again later" fault when yous actuate Function from Part 365

  • Article
  • 3 minutes to read
  • Applies to:
    Microsoft 365 Apps for enterprise, Microsoft Visio Pro for Office 365, Project Online Desktop Customer

Summary

This article discusses how to troubleshoot the activation issues in Microsoft Role from Office 365. Activation fails and you receive i the following mistake messages:

We are unable to connect right at present. Please check your network and try again later.

Sorry, nosotros can't connect to your account. Please try once again later.

More information

This issue might be caused past one of several circumstances. Follow these steps to help troubleshoot the effect. Afterward each step, bank check to meet whether the issue is fixed. If not, keep to the next pace.

Stride one. Identify and prepare activation issues by using the Support and Recovery Assistant for Role 365

The Support and Recovery Assistant app runs on Windows PCs and tin can help yous identify and gear up activation problems with Office 365.
Office 365: Use the Support and Recovery Assistant for Office 365

Step ii. Check whether y'all're behind a proxy server

Are you behind a proxy server? If you lot're not sure, inquire your administrator. If and so, you lot (or your administrator) might have to modify the proxy settings for Windows HTTP clients. To practice this, follow these steps:

  1. Open a Command Prompt window as an administrator. To do this, click Outset, type cmd.exe in the search box, right-click cmd.exe in the list, and and so click Run as administrator.
  2. Type the post-obit command, and so printing Enter: 
                      netsh winhttp set up proxy < Address of proxy server >

Step 3. Cheque whether yous're behind a firewall

Are you behind a firewall? If y'all're not sure, ask your ambassador. If you're behind a firewall, information technology might have to be configured to enable access to the following:

  • https://officecdn.microsoft.com
  • https://ols.officeapps.live.com/olsc
  • https://activation.sls.microsoft.com
  • https://odc.officeapps.live.com
  • https://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureServer.crl
  • https://crl.microsoft.com/pki/crl/products/MicrosoftRootAuthority.crl
  • https://crl.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • https://www.microsoft.com/pki/crl/products/MicrosoftProductSecureCommunicationsPCA.crl
  • go.microsoft.com
  • office15client.microsoft.com

Each firewall will take a different method for enable access to these URIs. Check your software'due south documentation for instructions or ask your ambassador to do this for yous.

For more than information about Microsoft 365 Apps for enterprise URLs and IP addresses, come across the post-obit Microsoft article: Function 365 URLs and IP accost ranges

Step four. Bank check whether yous have the appropriate license

  1. Sign in to the Office 365 portal.
  2. Click Settings and then click Office 365 settings.
  3. Locate the Assigned licenses area.
  4. If you lot come across The latest desktop version of Part, then you have an Office subscription assigned correctly.
  5. If yous don't see The latest desktop version of Role, contact your administrator or run across the Office commodity What Role 365 business concern production or license do I take?

Step v. If yous previously activated an Office 2013 program on the reckoner, endeavour to remove the existing product key

To manually remove existing product keys for an Part 2013 program, follow these steps:

  1. Open a Command Prompt window, type one of the post-obit commands, and then press Enter:

    • If y'all're running 64-bit Windows with 32-bit Office:

                            cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office15\ospp.vbs" /dstatus

    • If y'all're running 32-flake Windows, or running 64-chip Part with 64-scrap Windows:

                            cscript.exe "%ProgramFiles%\Microsoft Part\Office15\ospp.vbs" /dstatus

  2. Examine the output. Look for and locate the terminal v characters of the installed product key.

  3. Remove all production keys. To remove a product cardinal, type the following command and then press Enter:

                      cscript ospp.vbs /unpkey: <Terminal five characters of production cardinal>

Hither's an example of the output of steps 5a through 5c:

              Microsoft Windows [Version 6.one.7601]  Copyright (c) 2009 Microsoft Corporation. All rights reserved.  C:\Windows\system32>cd "C:\Program Files (x86)\Microsoft Office\Office15"  C:\Program Files (x86)\Microsoft Office\Office15>cscript ospp.vbs /dstatus  Microsoft (R) Windows Script Host Version 5.8  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  SKU ID: 82cef0d9-d31d-456e-a3fa-ae2637ea2984  LICENSE NAME: Function 15, OfficeProPlusSubR_Subscription edition  LICENSE DESCRIPTION: Office 15, TIMEBASED_SUB channel  EXPIRATION: 10/11/2013 4:59:59 PM  LICENSE Status: ---NOTIFICATIONS---  Mistake CODE: 0xC004F005  ERROR Clarification: The Software Licensing Service reported that the product primal  does not match the product key for the license.  Terminal 5 characters of installed product key: RMYP4 ---------------------------------------  ---Exiting-----------------------------  C:\Program Files (x86)\Microsoft Office\Office15>cscript ospp.vbs /unpkey:RMYP4  Microsoft (R) Windows Script Host Version 5.8  Copyright (C) Microsoft Corporation. All rights reserved.  ---Processing--------------------------  ---------------------------------------  Uninstalling product key for: Office 15, OfficeProPlusSubR_Subscription edition  <Product key uninstall successful>  ---------------------------------------  ---Exiting-----------------------------

For more information, see the following Microsoft Noesis Base articles:

  • Troubleshoot installing Office
  • Unlicensed product and activation errors in Part

Still need help? Go to Microsoft Community.