Office 2016 uninstalls my Visio 2013

Anonymous
2015-09-23T05:20:30+00:00

So, even though I had followed the instructions to install Office 2016 from Office 365 home, it was not successful even after 5 tries, restarting, uninstalling, restarting...my biggest issue is Visio 2013. I purchased it as I need it! But why can't I find any way to just upgrade Visio from 2013 to 2016? There is no instruction! I do not want to buy the new Visio 2016 when I only purchased Visio 2013 a few months ago. Please help!!!

Microsoft 365 and Office | Access | For home | Windows

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Anonymous
2015-09-24T23:09:57+00:00

Hi All,

We are reaching out to individuals on the thread through Private Messages with guidance on their issue.

For others facing the same problem please get back to us.

Thank you.

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  1. Anonymous
    2015-10-03T03:44:30+00:00

    Here's my follow-up.

    I contacted the answer desk via chat, told them the situation, and provided a link to the support article.  I also provided all my relevant license keys (Office 365, Visio Pro 2013, Project Pro 2013).  The support rep did have to check into it and was gone for a few minutes (so it seems like this offer isn't yet universally known amongst MS support staff).  but, when he came back, he emailed me two links which (when clicked) added Visio Pro 2016 and Project Pro 2016 to my Office 365 account.

    I had already upgraded Office and uninstalled 2013 Visio/Project, so the 2016 Visio/Project installs went fine.

    All in all, fairly painless.  My advice, have the link to the support article and your license keys for the support rep.

    -wlgreg

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  2. Anonymous
    2015-10-03T11:17:12+00:00

    I'm in that situation. Only in August I paid for and installed Visio 2013. Now, after installing Office 2016 (I have an Office Home subscription), it's uninstalled, and won't install again (can't co-exist with Office 2016). I urgently need to use Visio. I'd even happy to pay for an upgrade to Visio 2016, but I'm certainly not willing to buy it afresh from scratch after having recently paid for Visio 2013. Any chance of a fix, or upgrading somehow? John

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  3. Anonymous
    2015-10-03T13:32:10+00:00

    MS published 'the answer' to your question yesterday:

    Special offer for customers with Office 2016 and Office 2013 standalone applications

    https://support.office.com/en-us/article/Special-offer-for-customers-with-Office-2016-and-Office-2013-standalone-applications-c32e3cad-e935-4163-a44f-50d896e10bbc

    <snip> ....

    Office 2016 and standalone Office 2013 applications (purchased separately via a retailer and not part of a suite of applications) cannot be installed on the same device. To resolve this issue, you'll need to upgrade your standalone applications to the Office 2016 version of the products. Please contact the Microsoft Answer Desk to obtain a free upgrade for your qualifying standalone applications.

    This offer is subject to the following terms and conditions:

    • Offer expires June 30, 2016.
    • Qualifying standalone Office 2013 products are as follows:
      • Project Standard 2013
      • Project Professional 2013
      • Visio Standard 2013
      • Visio Professional 2013
      • Word 2013
      • Excel 2013
      • PowerPoint 2013
      • Outlook 2013
      • Publisher 2013
      • Access 2013
    • You must have a Microsoft account associated with at least one of the qualifying standalone Office 2013 products above, plus one of the qualifying Office 2016 products below:

    Standalone Office 2013 products purchased via Microsoft volume licensing agreements are excluded from this offer.

    ...

    </snip>

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  4. Anonymous
    2015-10-03T14:02:12+00:00

    I wish I could say that this is the answer.  It's not a solution for me. I try to contact MS and tell them about this and they either deny it, or say it can't be done. When I try to resolve this via the Answer Desk, I'm invariably speaking to the 'wrong team'. I may end up with a telephone number, but again I end up being past from pillar to post. So which route should I take through the Answer Desk? I have even pasted the link on a chat session; had no effect.

    I have my Visio software linked to my 365 account (as a 2013 product). Why can't MS just sort it out there by posting a message?

    Anyway, thanks for your help, but you can appreciate how even more frustrating it is now knowing there is a solution but not getting access to anybody who can put it in place.

    ***

    Update: Just been through another round or two with MS help desks, and finally got to speak to someone in Visio team. They confirmed this upgrade could be done, but said it had to the the Office team. They've given me a number for UK:

    08448002400 ; 9-5;  Monday to Friday

    I'll update with my success (or lack of) on Monday.

    Glad to report success. The above number just kept ringing out, so I gave up. However, tried the Answer Desk again and this time the technician was straight onto it. She advised me that I'd need an engineer to give me a call back, which he did today (48hr wait period). Now all sorted.

    As they say in Galaxy Quest, "Never give up; never surrender".

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