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.

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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-

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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)]

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239 additional answers

Anonymous

2019-10-25T17:39:18+00:00

Hi Mike,

I have the same problem. I cannot create any document from office 365 web and the error message is "we ran into a problem".

When I use the imac word version and try to open my existing document and the error message is "no network connection'.

Sometime I can add my account information and password and it keeps "looking for Licenses". Then the error message come "An unknown error has occurred. The error code is: 0xD0000019". Then I tried your method to turn off the two-steps verification but my web version didn't have that function under security.

Any suggestions or advice?

thanks in advance

Dennis
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Anonymous

2019-10-19T13:04:13+00:00
I had to use all the methods discussed to get version 16.16 to work on my Mac OS X El Capitan 10.11.6. The initial problem was that the screen stuck on spinner after entering my email address.
1. Turned off 2-step verification.
2. Reversed to 15.xx. I only downloaded Excel, was able to activate using version 15.xx
3. Once it was activated, I went back to version 16.16. This time the screen got stuck on spinner even before I could enter the email address: Entered the email address anyway > ENTER > waited for 5s > entered the password anyway > ENTER
Then version 16.16 it finally worked after 4 hours, turned 2-step verification back on.

Thanks to this thread.
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Anonymous

2019-10-18T01:37:32+00:00

Hi Oldwell,

If you meet the same problem about meeting a spinning sign in window, please check the marked answer.

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 “can’t saving anything”, can you describe more about that? We would like to know whether you can’t save/create files, if so, that may be caused by “reduced function mode”. That mode is caused by Office activation problem. Is that’s the reason why you need to sign in? Sign in to activate your Office? Then you meet the sign in spinning window issue?

Regards,

Rena
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