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Microsoft Office Product Key not found on refurbished Gateway Laptop RRS feed

  • Question

  • My parents purchased a refurbished Gateway laptop last year. Whenever I tried running a Microsoft Office product, it would ask for the Product Key. The laptop came with the full program installed and not a trial, to my knowledge. For the first couple of months, it would allow me to still use the programs without entering a Product Key, but now it will no longer let me use them. It stays open after i can't put in a key, but it won't let me use any program at all. There was also no installation disc for Microsoft Office, only the standard CD manual for the laptop (the laptop has an internal backup to re-install Vista in the hard drive in case of anything bad happening to it)

    Is there anything i can do to solve this problem or am I forced to purchase a new copy of Microsoft Office.

    Thanks for any help on this matter.
    Tuesday, March 10, 2009 3:24 PM

Answers

  • Hello Felipe,


    The Certificate of Authenticity with the Product Key (found on the sticker on the side or bottom of your computer) is for Windows only and will not activate Office programs.

    Office programs  normally do not come standard on computers but are offered for an additional cost. Computer Manufacturers will often include a Trial version of Office, which allows you to use it for a limited number of uses after which, it will ask for a valid Office Product Key. If you wish to continue using it, you would need to buy a Full Version of Microsoft Office.

    If the copy of Office, that came with your computer is supposed to be a Full Version, then your vendor should have included in the documentation that came with your computer. If you are unable to find the Office Product Key and you still believe that the computer should have come with a Full Version of Office, please contact the Vendor and/or person that you bought the computer from for further assistance.

    The following Knowledge Base (KB) articles will show you how to determine whether you have a trial edition of an Office 2007 suite or program installed and conversion processes.

    KB927920 - How to determine whether you have a trial edition of a 2007 Office suite or program installed

    http://support.microsoft.com/kb/927920/en-us

    KB927756 - How to convert a trial version of a 2007 Office suite or program to a full retail perpetual license version

    http://support.microsoft.com/kb/927756/en-us

    How to buy the 2007 Microsoft Office suites

    http://office.microsoft.com/en-us/suites/FX101678741033.aspx?ofcresset=1

    Also note that trial software has a 30 day timer which begins when you launch the program for the first time.

    If it is out of date, you will have two options. The first is to uninstall it from your system. The second is to purchase the full version. It is recommended that you uninstall it if you do not wish to purchase to avoid further validation issues.

    Thank you for visiting the WGA program forum.


     
    Stephen


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    • Marked as answer by Stephen Holm Thursday, March 12, 2009 6:00 PM
    Thursday, March 12, 2009 5:59 PM

All replies

  • Good Morning Felipe,


    Thank you for posting here in the OGA Forums. We will try and help you resolve the problem which your experiencing. First please visit the following link http://social.microsoft.com/Forums/en-US/genuineoffice/thread/8d640c5d-bb4b-4fcf-88d5-42355ed957ae   and follow the steps for providing us with your MGA Diagnostic results. This will allow us to analyze your problem so we may work towards a resolution :-). 


    Take care,


    Stephen
    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    Tuesday, March 10, 2009 4:53 PM
  • Ok, this is what the diagnostics tool gave me. I was not sure which parts to display, so I'm sorry if i gave some un-needed information.



    Diagnostic Report (1.9.0006.1):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Validation Code: 0
    Online Validation Code: 0x80072ee7
    Cached Validation Code: N/A, hr = 0xc004f012
    Windows Product Key: *****-*****-3RBY2-BGQ2R-DR9M6
    Windows Product Key Hash: EYIpz/47G03lWRAOmk3kg+lR7Rc=
    Windows Product ID: 89578-OEM-7332157-00141
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 6.0.6001.2.00010300.1.0.003
    ID: {AB2265CE-93F1-4956-913C-35360591C10A}(1)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: N/A, hr = 0x80070002
    Signed By: N/A, hr = 0x80070002
    Product Name: Windows Vista (TM) Home Premium
    Architecture: 0x00000000
    Build lab: 6001.vistasp1_gdr.080917-1612
    TTS Error:
    Validation Diagnostic:
    Resolution Status: N/A

    WgaER Data-->
    ThreatID(s): N/A, hr = 0x80070002
    Version: 6.0.6002.16398

    WGA Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    File Exists: No
    Version: N/A, hr = 0x80070002
    WgaTray.exe Signed By: N/A, hr = 0x80070002
    WgaLogon.dll Signed By: N/A, hr = 0x80070002

    OGA Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    Version: N/A, hr = 0x80070002
    WGATray.exe Signed By: N/A, hr = 0x80070002
    OGAAddin.dll Signed By: N/A, hr = 0x80070002

    OGA Data-->
    Office Status: 102
    Microsoft Office Home and Student 2007 - 100 Genuine
    OGA Version: N/A, 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: 77F760FE-153-80070002_7E90FEE8-175-80070002_025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3_B4D0AA8B-920-80070057

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Win32)
    Default Browser: C:\Program Files\Mozilla Firefox\firefox.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Prompt
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Prompt
    Allow scripting of Internet Explorer Webbrowser control: Allowed
    Active scripting: Allowed
    Script ActiveX controls marked as safe for scripting: Allowed

    File Scan Data-->

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{AB2265CE-93F1-4956-913C-35360591C10A}</UGUID><Version>1.9.0006.1</Version><OS>6.0.6001.2.00010300.1.0.003</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-DR9M6</PKey><PID>89578-OEM-7332157-00141</PID><PIDType>2</PIDType><SID>S-1-5-21-2517443908-2904705007-2783282458</SID><SYSTEM><Manufacturer>Gateway                         </Manufacturer><Model>M-6755                          </Model></SYSTEM><BIOS><Manufacturer>Phoenix Technologies LTD</Manufacturer><Version>95.09   </Version><SMBIOSVersion major="2" minor="4"/><Date>20080219000000.000000+000</Date></BIOS><HWID>4C323507018400FA</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>GATEWA</OEMID><OEMTableID>SYSTEM  </OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>102</Result><Products><Product GUID="{91120000-002F-0000-0000-0000000FF1CE}"><LegitResult>100</LegitResult><Name>Microsoft Office Home and Student 2007</Name><Ver>12</Ver><PidType>19</PidType></Product></Products><Applications><App Id="16" Version="12" Result="100"/><App Id="18" Version="12" Result="100"/><App Id="1B" Version="12" Result="100"/><App Id="A1" Version="12" Result="100"/></Applications></Office></Software></GenuineResults>  

    Spsys.log Content: 0x80070002

    Licensing Data-->
    Software licensing service version: 6.0.6001.18000
    Name: Windows(TM) Vista, HomePremium edition
    Description: Windows Operating System - Vista, OEM_SLP channel
    Activation ID: bffdc375-bbd5-499d-8ef1-4f37b61c895f
    Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f
    Extended PID: 89578-00146-321-500141-02-1033-6000.0000-2042008
    Installation ID: 072542143016595204020004731354171575474756118340901795
    Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=43473
    Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=43474
    Use License URL: http://go.microsoft.com/fwlink/?LinkID=43476
    Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=43475
    Partial Product Key: DR9M6
    License Status: Licensed

    HWID Data-->
    HWID Hash Current: OgAAAAIAAwABAAIAAgABAAAAAwABAAEAeqjKdEwtZ2FaSCQIRoPclWCBCPON7/L0ooj8DYDFrFYqhQ==

    OEM Activation 1.0 Data-->
    N/A

    OEM Activation 2.0 Data-->
    BIOS valid for OA 2.0: yes
    Windows marker version: 0x20000
    OEMID and OEMTableID Consistent: yes
    BIOS Information:
      ACPI Table Name    OEMID Value    OEMTableID Value
      APIC            GATEWA        SYSTEM  
      FACP            GATEWA        SYSTEM  
      HPET            GATEWA        SYSTEM  
      BOOT            GATEWA        SYSTEM  
      MCFG            GATEWA        SYSTEM  
      TCPA            GATEWA        SYSTEM  
      TMOR            GATEWA        SYSTEM  
      SLIC            GATEWA        SYSTEM  
      APIC            GATEWA        SYSTEM  
      SSDT            PmRef        Cpu0Tst
      SSDT            PmRef        Cpu0Tst
      SSDT            PmRef        Cpu0Tst


    Tuesday, March 10, 2009 5:10 PM
  • Hello Felipe,


    The Certificate of Authenticity with the Product Key (found on the sticker on the side or bottom of your computer) is for Windows only and will not activate Office programs.

    Office programs  normally do not come standard on computers but are offered for an additional cost. Computer Manufacturers will often include a Trial version of Office, which allows you to use it for a limited number of uses after which, it will ask for a valid Office Product Key. If you wish to continue using it, you would need to buy a Full Version of Microsoft Office.

    If the copy of Office, that came with your computer is supposed to be a Full Version, then your vendor should have included in the documentation that came with your computer. If you are unable to find the Office Product Key and you still believe that the computer should have come with a Full Version of Office, please contact the Vendor and/or person that you bought the computer from for further assistance.

    The following Knowledge Base (KB) articles will show you how to determine whether you have a trial edition of an Office 2007 suite or program installed and conversion processes.

    KB927920 - How to determine whether you have a trial edition of a 2007 Office suite or program installed

    http://support.microsoft.com/kb/927920/en-us

    KB927756 - How to convert a trial version of a 2007 Office suite or program to a full retail perpetual license version

    http://support.microsoft.com/kb/927756/en-us

    How to buy the 2007 Microsoft Office suites

    http://office.microsoft.com/en-us/suites/FX101678741033.aspx?ofcresset=1

    Also note that trial software has a 30 day timer which begins when you launch the program for the first time.

    If it is out of date, you will have two options. The first is to uninstall it from your system. The second is to purchase the full version. It is recommended that you uninstall it if you do not wish to purchase to avoid further validation issues.

    Thank you for visiting the WGA program forum.


     
    Stephen


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    • Marked as answer by Stephen Holm Thursday, March 12, 2009 6:00 PM
    Thursday, March 12, 2009 5:59 PM
  • Alright, I understand now. Many thanks for the help.
    Thursday, March 12, 2009 6:16 PM
  • No problem :-) we are glad to help.


    Take care and have a great weekend


    Stephen
    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    Thursday, March 12, 2009 6:27 PM