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michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4661
Experience:  Indept expertise on MS Office package
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I am getting the following message when I try to log into my

Customer Question

I am getting the following message when I try to log into my account when using Word
'We ran into a problem while trying to install the product key. System error 0xe06d7363 If this keeps happening try repairing your office product'I then click the repair key and it throws me out of Word ................I go back in and the cycle starts again.
I have Excel open and it is still working.
What do I need to do
Thansk
Hilary
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  michelleclive replied 1 year ago.
Customer:

Hi, My name is ***** ***** i will be assisting you

Customer:

please let me know that were you installing ms word when this error came or while trying to open a document

JACUSTOMER-93x4jw0z- :

I was trying to open a document and then the alert to log into my microsoft office account came up

Customer:

ok

Customer:

when was the last time microsoft word was running finr

Customer:

fine

JACUSTOMER-93x4jw0z- :

minutes before the alert to log in came up........................but this does coem up regularly

Customer:

ok

Customer:

this error can come up when your antivirus is trying to chnage some proxy settings

Customer:

which antivirus software are you using on your computer

JACUSTOMER-93x4jw0z- :

AVG

Customer:

o`k

Customer:

can you turn off avg for some time and then try to open the document

Customer:

does word still repeat the same problem

JACUSTOMER-93x4jw0z- :

OK I will do and then come back to you

Customer:

yes sure

Customer:

i am online

JACUSTOMER-93x4jw0z- :

Turned off AVG but sitll have the same problem

Customer:

ok

Customer:

we might have to run a reinstall of the word package

Customer:

but there are few intermediate steps that we can try

Customer:

would you like me to remote access and check

JACUSTOMER-93x4jw0z- :

Will it be the word package or my office account that is causing the problem?

Customer:

package files

Customer:

when was the last time word worked fine without any issues

JACUSTOMER-93x4jw0z- :

I have had to re log into my office account on a regualr basis to get through to both word and excel packages ever since I renewed my subscription last November

Customer:

what is the operating system on your computer

JACUSTOMER-93x4jw0z- :

I'm not exactly sure what info you need..........but is Sony computer with a Vaio operating system

Customer:

do you have xp, vista, windows 7 or 8

JACUSTOMER-93x4jw0z- :

windows 8

Customer:

ok

Customer:

lets try repairing the word program

Customer:

Click Start > Control Panel > Programs > Programs and Features.

Click the word program , and then click Change

Customer:

click on online repair

JACUSTOMER-93x4jw0z- :

I've gpt the control panel but I'm not seeing programs

Customer:

do you see programsand features

Customer:

or view installed programs

JACUSTOMER-93x4jw0z- :

Have found the programs but now not either excel or word!!!

JACUSTOMER-93x4jw0z- :

But there is microsoft office 365

Customer:

ok

Customer:

select office 365..cluck on change

Customer:

then click on online repair

JACUSTOMER-93x4jw0z- :

It only give me the option to uninstall

Customer:

is there any option to change on top

JACUSTOMER-93x4jw0z- :

Yes!!!! It gives me the option to to do quick repiar or full repair

JACUSTOMER-93x4jw0z- :

whihc option should I take?

Customer:

full or online repair

JACUSTOMER-93x4jw0z- :

I've started that.....how long might it take do you think?

Customer:

should nottake much time

Customer:

i cannot give you an idea however as it totally depends upon the type of error found with the office files

JACUSTOMER-93x4jw0z- :

It says that there is a problem as there is a 32 bit system installed so ti can't install a 64 bit one. Suggest uninstall and try again! I think I am goign to pause here as I need to go to a Drs appointment. How can I come back to you?

Customer:

ok that could be the possible cause of the problem

Customer:

you will have to uninstall and reinstall the package

Customer:

youcan logon to your office account and check if you have an option available to download it

Customer:

if yes you may uninstall and reinstall

Customer:

you can reopen this chat from just answer email by clickingon view answer

Customer:

a reinstallation of office package should fix this issue

Customer:

i will give you the link that has the steps

Customer:

once you are back from your appointment you can try these steps

Customer:

uninstall and then reinstall as per steps listed above

Customer:

let me know if you face any difficulty

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