Problems installing Office Visio 2019 Pro

Dear Chad Massey,

Good day! Thank you for posting to Microsoft Community. We are happy to help you.

As per your description, it seems that you are having issue installing Office Visio 2019 Pro after changing the SSD on the computer.

To help you better, we'd like to confirm if the Visio Pro 2021/2019 product key has been associated with your account with the steps shared in Install Visio or access Visio for the web - Microsoft Support. If yes, please re-download the app or manage your license from account.microsoft.com to check the outcome.

If still having issue with product key, more resources need to be involved in to help you further.

Given this, if using personal account like Gmail.com, Outlook.com, Hotmail.com etc., please contact Online Support team via Contact - Microsoft Support.

If using a work/school account organized by your organization, please contact your Microsoft 365 admin to contact Online Support team with the steps shared in Get support - Microsoft 365 admin | Microsoft Learn.

About how to find the admin in your organization, you can see How do I find my Microsoft 365 admin? - Microsoft Support

If the understanding above is not consistent with yours, please feel free to post back and point that.

Your understanding and patience will be highly appreciated. We hope that you are keeping safe and well!

Thanks for your cooperation.

Sincerely，

Rhoda | Microsoft Community Moderator

Hello, and thank you.I have Visio Professional non subscription so I skipped Step 1. I do not understand where in my Microsfot account I can enter my product key?

I was going to reinstall the old SSD to see if Visio works like it should. If I do that, and it does, are there any steps I can take to resolve this issue? Can I uninstall it from that old SSD while connected to the internet and that allow me to reinstall it on the new SSD? Again, same exact desktop, just upgraded the SSD to a bigger one.

I do have a gmail.com account that my Office and Window is attached to

I also noted this. When I open Office, lets say Excel, and I click on my name in the top right and click on My Microsoft account (which is the same account Visio is attached to), I can't find any mention of me having Office 2021 Pro in this account, but it reinstalled with its key with no problems.

I put the old SSD back in, and Visio works as expected. So I signed out of the Office account on it (verified its the same email addres) and uninstalled Visio. I put the new SSD back in, and went to reinstall Visio. It failed. The only change is the SSD. Same brand SSD just going from a 1TB to a 2TB.

I then put the old drive back in, reinstalled Visio from Office.com/setup. Gave it the same email address, it downloaded the software, installed it, and activated it with no issues, so why does it not show up in my Office.com account? It sounds like if it would show up in my Office.com I would be able to reinstall it with no re activation on the same desktop?

I am stumped. If it matters it is [PII marked by MSFT].

[PII marked by MSFT].

Dear Chad Massey,

Thanks for posting back and confirming the scenario with us.

Considering that the pk and the product is not showing up under your account and you are having issue reinstalling the Visio on new SSD, and as forum support, we may have limited resources to investigate on the account, more resources need to be involved in to help you further.

Given this, please contact Online Support team via Contact - Microsoft Support with your Gmail account. The support team has higher permission to directly and remotely assist you. This would be the most efficient way in handling this case for you.

Best Regards,

Rhoda