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Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 32074
Experience:  Over 15 year experience resolving Microsoft Office Issues
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I recently subscribed to Microsoft office but have been unable

Resolved Question:

I recently subscribed to Microsoft office but have been unable to use it. When I try to work in Word (on my MacBook Pro) I get the spinning ball continuously. Impossible to do anything.
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  Richard replied 1 year ago.
Hi there and welcome
Has it done this from the very start? So as soon as it was installed?
Please let me know.
Customer: replied 1 year ago.
Yes
Expert:  Richard replied 1 year ago.
Thanks
Power off the mac
Then start the Mac and hold down the Command and R keys at startup.
Hold these keys until the Apple logo appears. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window
choose Disk Utility from the Utilities window, or from the Installer menu if you're started from an installation disc.
Click the First Aid tab.
Click the disclosure triangle to the left of the hard drive icon to display the names of your hard disk volumes and partitions.
Select your Startup Disk (usually named "Macintosh HD").
Click Repair. Disk Utility checks and repairs the disk.
Let this complete and when it has, tell me if you still have the problem please.
Customer: replied 1 year ago.
Just the same. Apparently there was nothing to be repaired. Cursor keeps flashing, ball spinning, as before.
Expert:  Richard replied 1 year ago.
Can you tell me the version of Office you have installed please.
Customer: replied 1 year ago.
office 365, subscription
Customer: replied 1 year ago.
Home
Expert:  Richard replied 1 year ago.
Thanks
Via which web browser are you using it? Safari?
Customer: replied 1 year ago.
Firefox
Expert:  Richard replied 1 year ago.
Thanks
Click the menu button and then click help .
From the Help menu choose Troubleshooting Information. ...
Click the Reset Firefox… button in the upper-right corner of the Troubleshooting Information page.
To continue, click Reset Firefox in the confirmation window that opens.
Let it complete then restart the Mac and tell me if it now opens please.
Customer: replied 1 year ago.
Hi Richard, Firefox reset but no change. Also, the background of my word document comes up with diagrams and writing in foreign language.
Expert:  Richard replied 1 year ago.
Can you go to it in Safari please.
Do you get the same problem?
Customer: replied 1 year ago.
How do I go into in in Safari?
Expert:  Richard replied 1 year ago.
Click it please from your dock to open it then sign in, like you do on firefox.
I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.
Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.
I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.
Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.
If you want remote click get extra help. If not simply reply to me.
Thanks,
Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 32074
Experience: Over 15 year experience resolving Microsoft Office Issues
Richard and other Microsoft Office Specialists are ready to help you
Expert:  Richard replied 1 year ago.
Thank you
Can you go to www.teamviewer.com
Click on Download for Free
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect
Thank you
Customer: replied 1 year ago.
id 229 009 827
pw 6tg92i
Expert:  Richard replied 1 year ago.
connecting
Customer: replied 1 year ago.
Hey, Richard. I closed everything down, opened word from the dock. It was ok for 30 secs then went back to flashing and spinning ball.
Expert:  Richard replied 1 year ago.
ok, run teamviewer and provide me the password ***** I can see the issue as it happens please
Customer: replied 1 year ago.
46npj8
Expert:  Richard replied 1 year ago.
thanks.
Customer: replied 1 year ago.
Ok, restarted, got Word from dock although it took a while. Started ok with inputting text but as soon as I ask it to, say, highlight, it goes bonkers.
Expert:  Richard replied 1 year ago.
Can you play around with Excel, how does that run?
Customer: replied 1 year ago.
I'll have a go but don't normally use it
Customer: replied 1 year ago.
Excel seems to be ok
Expert:  Richard replied 1 year ago.
ok, can I connect again
Run Teamviewer again please and give me the password
Customer: replied 1 year ago.
Thanks, Richard. 8jzz22
Expert:  Richard replied 1 year ago.
thanks
Customer: replied 1 year ago.
Started well and, again, ok until I highlighted then same old same old
Expert:  Richard replied 1 year ago.
ok, I want you to make a new user account please
To do this
Choose Apple menu > System Preferences, then click Users & Groups.
Click the lock icon to unlock it, then enter an administrator name and password.
Click Add (the +) and add a new account.
Then restart the Mac and sign in on this new user account.
Tell me how word operates in this account please.
Customer: replied 1 year ago.
ok. Get back to you
Customer: replied 1 year ago.
Exactly the same, Richard. What do you think?
Expert:  Richard replied 1 year ago.
Its pointing to corruption on the mac hard disk thats not repaired.
Your next option is a full reinstall.
First, can you copy off data from the Mac as this will remove all data and return it to new so you need to backup your data first.
Let me know when you have please.
Customer: replied 1 year ago.
It was only a few weeks ago I had a new OS installed and reloaded my data. It was after that I installed MO. As you've no doubt noticed I'm not completely au fait with computers. Last time I backed everything up it took a very long time. Should I carry on? I have to go out soon.
Expert:  Richard replied 1 year ago.
yes, you will need to back up, as this will remove the data
Possible they did not reload the OS correctly.
Let me know when you have done the backup.
If you wish to wait till tomorrow thats ok
Customer: replied 1 year ago.
ok.
Customer: replied 1 year ago.
Good morning, Richard. I have backed everything up now.
Expert:  Richard replied 1 year ago.
Thanks, ***** ***** this
In the menu bar, choose Apple menu > Restart. Once your Mac restarts (and the gray screen appears), hold down the Command and R keys.
Select Disk Utility, then click Continue.
Select your startup disk on the left, then click the Erase tab.
Choose Mac OS Extended (Journaled) from the Format menu, enter a name, then click Erase.
Important: Erasing the disk removes all the information from the disk. Be sure to back up the information you want to keep to an external device.
After the disk is erased, choose Disk Utility > Quit Disk Utility.
Then Select Reinstall OS X, then click Continue.
This will do the reinstall. Let it complete then setup the Mac and install Office again and it should now function.
Let me know the results please
Customer: replied 1 year ago.
I'm very nervous about doing this - can you do it remotely?
Expert:  Richard replied 1 year ago.
No sorry else I would but as your reinstalling the operating system its not possible to do this remotely sorry.
Customer: replied 1 year ago.
I'm really not sure about doing this - how do I get all my data back onto computer?
Expert:  Richard replied 1 year ago.
you would copy it back from your backup
How did you back it up?
Customer: replied 1 year ago.
Onto an external drive
Expert:  Richard replied 1 year ago.
ok, you would copy the data back from the external drive after reinstalling.
Customer: replied 1 year ago.
I don't know how to do that
Expert:  Richard replied 1 year ago.
its the opposite to how you backed up.
You copied your files from your computer to your external hard drive.
So you would then do the reverse and copy the files from your external hard drive to your computer.
Customer: replied 1 year ago.
Yes, but Time Machine did that for me automatically. I don't know how to do the opposite
Expert:  Richard replied 1 year ago.
this article shows you how exactly to restore from the Time Machine, it also has screen shots.https://support.apple.com/en-us/HT201250
Customer: replied 1 year ago.
I really don't trust myself with this. I think I should go to the Apple Genius Bar and ask them to help me with it.
Expert:  Richard replied 1 year ago.
ok, but I am here after the reset to help with any issues you have.
Customer: replied 1 year ago.
Thanks. I'll let you know how it goes.

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