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.

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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

2019-03-19T20:51:38+00:00

if you want more data (a log ?) to understand and fix the problem for the community why dont you ask to view some Mac of affected users at distance ,as apple care frequently do, and guide the extract of the data you need .

I'm volunteer if it can help , provided a decent hour at europe continental time . (OK till Midnight to day and starting 7 AM to morrow paris time).

what do you think of this proposal in order to go ahead ?

regards

yves
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Anonymous

2019-03-19T19:40:06+00:00

Hi All,

We redirect all the related threads to this primary thread so that you can monitor the latest updates conveniently here. All the latest updates will be updated in the summary post.

As the issue only happens to specific users, and we can't reproduce the issue, we just got issue log provided by one of the affected users, we have been reporting this issue with the log for further investigation since Mar 16, 2019. We really appreciate your understanding to allow us more time for the related team for a fix. And we will post any updates here as soon as possible.

For affected users to get rid of the issue, please check the workaround we mentioned in the summary post: Several community members mentioned that Installing 15.41can get rid of this issue. Affected users can choose to install this previous version or use Office Online temporarily before the final fix released.

Sorry for the inconvenience again.

Thanks,

Rena
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Anonymous

2019-03-19T12:25:48+00:00
here is the answer of Clark , a microsoft agent , 2 hours ago on my now closed thread :

Clark Wang MSFT
- Microsoft Agent
|
- Moderator
History

3/19/2019 11:30:21 AM Created Clark<br> Wang MSFT

Hi Yves,

Thank for posting the query in our forum.

And also thanks for you support of the Microsoft. Sorry for the inconvenience the issue causes. We are aware of the issue now. As a workaround several community members mentioned that Installing 15.41 can get rid of this issue. Affected users can choose to install this previous version or use Office Online temporarily before the final fix released. We will keep working on the issue.

Here we'd like to share a summary for the issue here which will benefit other community members.

The possible scenarios:

1.    You may get error message that “no network connection. Please check your network settings and try again”.



2.    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:

Several community members mentioned that Installing 15.41 can get rid of this issue. Affected users can choose to install this previous version or use Office Online temporarily before the final fix released.

Assessment:

This thread will be closed. As we have been receiving multiple threads having similar issues caused by sign in issue on Office 2016 for Mac, we have set a primary thread for all affected users to keep monitoring the updates on the issue. We will post the latest updates there as soon as possible if there are some updates. You can keep close eyes there for the latest updates.

Appreciate your understanding.

Thanks,

Clark
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