Microsoft Office 365 (O365) installation troubleshooting steps


Here are some steps we have used to resolve issues with the installation.  Call the MFCF Help Centre (x36323) if you need assistance or if these steps don't work.

Symptom: You see a pop up error windows "We weren't able to register your device and add your account to Windows. Your access to org resources might be limited." Error code: CAAA50024

Action: This is because device registration is not enabled for the University of Waterloo.  The applications will work. Acknowledge the error and continue working.

Symptom: You don't see the O365 applications in the Start Menu.

Action: Repair or reinstall O365.

  • Go to Software Center (use search to open it)
  • In the Applications list, find Licensed - Microsoft Office 365 ProPlus and click on it
  • You should see buttons to uninstall and repair.  Choose repair.
  • If the above steps don't work, reboot
  • Open Software Centre again and find Licensed - Microsoft Office 365 ProPlus and click on it
  • Click on the Install button if it appears or the Repair button

Symptom: Office 365 version is older than 16.0.12430.20264.  The version is shown in the File > Account menu under About

Action: Call MFCF Help for assistance.  The following command has to be run from an elevated shell.

  • “%programfiles%\Common Files\Microsoft Shared\ClickToRun\officec2rclient.exe” /update user updatetoversion=16.0.12430.20264

Symptom: The O365 ProPlus installation fails with an error that the content can't be downloaded. 

Action: Call MFCF Help for assistance.  The steps below have to be done by someone with administrator access (e.g. a ! account or MFCFHelp)

  • The MFCF consultant sees the message "RequestContentFromCAS RequestContent failed 0x87d01201" in C:\Windows\CCM\Logs\execmgr.log
  • Run Control Panel > Configuration Manager
  • Go to the cache tab
  • Configure cache
  • Delete files