Can't sign in to Office 365 Personal: Mac, new installation

Anonymous

Problem: When I try to sign in, I get a spinner forever saying "Loading..."

Details: I installed Office 365 Personal on a Mac. When I start Word, it asks for my email, which I entered successfully. But then the window shows just the spinner and "Loading..." and never asks for the password. I tried rebooting. I tried Word and Excel. I can log in successfully with this id on office.com on the same computer, so the network and account work. I tried Ethernet (which is very slow) and WiFi. No error messages show up, just the spinner for minutes. The only unusual factor I can think of is the Mac previously had Office 2004 installed.

Any suggestions? I'm kind of stuck. I searched the web for solutions but didn't come across anything that helped.

Thanks.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

Answer accepted by question author

Anonymous

Hi All,

I did some further testing with this and was able refine the process. I was able to sign out and back in half a dozen times. Each time when I signed out and then signed backed, the “loading” window would still appear, so this doesn't fix that error.

[Note1] Turn off Two-step verification if it is enabled. In a browser go to your Microsoft account, and then to the security menu to disable it.

Steps are as follows:

Open Word, Excel, or PowerPoint.
Select the Sign in or Activate button.
Enter info in "Sign In" field [Email, phone, or Skype] if not already populated.
Press 'Return' Key or 'Next' Button. The loading window will then appear with the spinner.

~~5. Click the mouse in the windo~~~~w.~~ I found this step was unnecessary.

Just type your password, followed by pressing the 'Return' Key. After a few seconds, your office should be activated or signed-in.

[Note2] Turn off Two-step verification back on if desired. In a browser go to your Microsoft account, and then to the security menu to enable it.

I hope these instructions are clear enough to follow.

-Mike-

0 comments

Answer accepted by question author

Anonymous

Hi All,

Sorry for the inconvenience the issue causes. And we really appreciate all your effort and time for reporting this issue. We are aware of the issue now. Here we'd like to share a summary for the issue here which will benefit other community members.

We have been receiving multiple threads having similar issues caused by sign in issue on Office for Mac.

Users may not be able to sign in to Office applications, or meet error message when you want to save changes for files stored in OneDrive for SharePoint Online locations within from Office apps.

The possible scenarios:

You may see a spinner forever saying “loading” when you try to sign in.

Issue Environment:

The issue happens to any latest OS version 10.12.6/10.13.6/10.14.3

The issue happens to both the latest 16.16.8 and 16.23.

Workaround:

Thanks for Mike's reply and other community members confirming that the issue should be caused by the stuck sign in window not showing page content well. If you type password when you see the loading window then press enter, and wait for a little, then you should be able to sign in well. For detailed information, please check Mike's reply as another mark answer post.

Assessment:

Thanks for all your effort and time on this issue. Several customers have confirmed that updating to the latest 16.24 version can fix this issue. In the meantime, I am informed from the related team that the latest 16.25 insider version should fix the issue.

Please aware that the insider version is best for Insiders who want to use the very earliest builds to identify issues and provide feedback about new features still in development. Insider is ideal for those who don't mind the bit of risk involved in using unsupported builds.

If you don’t mind, you can go to Help > Check for updates > tick the join the insider version option and update to 16.25 to see the result.

Any updates will be appreciated. Sorry for the inconvenience the issue causes again.

Thanks,

Rena

[Updated by Rena Yu MSFT, 21:33 May 2, 2019(UTC)]

0 comments

239 additional answers

Anonymous

2020-04-13T11:36:48+00:00

Hi Buck,

Some issue may be caused by network environment settings block the connection, etc. Changing another network environment, for example, you can use your phone hotspot instead to see the result.

Microsoft provides no assurances and/or warranties, implied or otherwise, and is not responsible for the download you receive from the third-party linked sites or any support related to the download or the downloaded technology. If you need support relating to the third party technology, please contact the author directly.

Regards,

Rena
Was this answer helpful?

0 comments No comments
Anonymous

2020-04-13T10:53:51+00:00

What does it mean to change to another network environment?
Was this answer helpful?

0 comments No comments
Anonymous

2020-04-13T06:21:38+00:00

Hi Buck,

This is an old thread that has been fixed. The original issue in this thread is about the spinning forever loading sign in window. Based on your descriptions, it seems you have a different issue about the error message "no network connection" when you try to sign in, and the "AutoUpdate cannot connect to update server" when you try to update the Office.

I would first suggest you change another network environment, as the error is all talking about your client apps can't connect the server side. If the issue persists, please kindly post a new thread, we will help you case by case there for you.

Regards,

Rena
Was this answer helpful?

0 comments No comments