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Office Pro 2010 activation says the product key is invalid

    Question

  • In July, we purchased a few Dell laptops for our office. Each laptop came with Office 2007 Pro which we purchased because Microsoft has promised free upgrade to Office 2010 Pro under Technology Guarantee program which ended on 10/31. Dell has provided us with a link to Microsoft website where we could sign up and request product keys for Office 2010 Pro.  The program was administered thru Digital River. Last week, I was doing the install of Office 2010 Pro for some of the laptops. The install was able to find the previous version of Office and then completely removed it. It then asked me to type a 25-character product key for Office 2010 Pro. It took the product key in, did the install for about 5 minutes and then gave me a message that the installation completed successfully. However, anytime I start any of the modules (Word, Excel, Outlook, etc), I get a message stating that the product key was invalid and it asked me to activate the product either over the internet or by phone. I tried both and both tell me the product key is invalid. This error happens for every product key I have in our posession.

    I even tried installing the product fresh on a computer that had no prior Office installations and still get the same error stating product key was invalid. But the install does take the product key, you can see that because grayed out "Continue" button get enabled after I type the 25-character code.

    I spoke with MS Office Activation team and they verified the product keys were all valid. Actually, someone for the team logged into one of the laptops remotely and did the install on his own with the same results. They referred me back to Digital River to issue new product keys and I am getting a runaround from Digital River as I am dealing with people who barely speak proper English.

    Has anyone experienced this problem or perhaps has a solution for me? Is it possible that these keys had some kind of timed logic whereby the product had to be activated within certain period of time or it expires? Thank you.

    Monday, December 20, 2010 6:51 AM

Answers

  • Hello TimInM,

    Tech guarantee licensed for Office 2010 had to be activated no later than October 31, 2010.  It was in the tech guarantee FAQ.

    Monday, December 20, 2010 3:02 PM

All replies

  • "TimInM" wrote in message news:26a5bd08-c72a-4897-a848-fbabcf161ed9...

    In July, we purchased a few Dell laptops for our office. Each laptop came with Office 2007 Pro which we purchased because Microsoft has promised free upgrade to Office 2010 Pro under Technology Guarantee program which ended on 10/31. Dell has provided us with a link to Microsoft website where we could sign up and request product keys for Office 2010 Pro.  The program was administered thru Digital River. Last week, I was doing the install of Office 2010 Pro for some of the laptops. The install was able to find the previous version of Office and then completely removed it. It then asked me to type a 25-character product key for Office 2010 Pro. It took the product key in, did the install for about 5 minutes and then gave me a message that the installation completed successfully. However, anytime I start any of the modules (Word, Excel, Outlook, etc), I get a message stating that the product key was invalid and it asked me to activate the product either over the internet or by phone. I tried both and both tell me the product key is invalid. This error happens for every product key I have in our posession.

    I even tried installing the product fresh on a computer that had no prior Office installations and still get the same error stating product key was invalid. But the install does take the product key, you can see that because grayed out "Continue" button get enabled after I type the 25-character code.

    I spoke with MS Office Activation team and they verified the product keys were all valid. Actually, someone for the team logged into one of the laptops remotely and did the install on his own with the same results. They referred me back to Digital River to issue new product keys and I am getting a runaround from Digital River as I am dealing with people who barely speak proper English.

    Has anyone experienced this problem or perhaps has a solution for me? Is it possible that these keys had some kind of timed logic whereby the product had to be activated within certain period of time or it expires? Thank you.

    To properly analyse and solve problems with Activation and Validation, we need to see a full copy of the report produced by the MGADiag tool (download and save to desktop - http://go.microsoft.com/fwlink/?linkid=52012 )
    Once saved, run the tool.
    Click on the Continue button, which will produce the report.
    To copy the report to your response, click on the Copy button in the tool (ignore any error messages at this point), and then paste (using either r-click/Paste, or Ctrl+V ) into your response.
     

     

    --


    Noel Paton | Nil Carborundum Illegitemi | CrashFixPC | The Three-toed Sloth
    Monday, December 20, 2010 7:32 AM
  • Hello TimInM,

    Tech guarantee licensed for Office 2010 had to be activated no later than October 31, 2010.  It was in the tech guarantee FAQ.

    Monday, December 20, 2010 3:02 PM
  • Dan, you are mistaken. It's the previous version (2007) that had to be activated by 10/31. Once you receive the product key for 2010 version, there is no time limit when it can be installed and activated. I spent another hour with MS tech support earlier today and they provided me with a product key I can use. However, I was told by their tech person that I can use this key for every laptop we have in the office. I think he is wrong as I do not want to have MS attorneys knocking on my door. So, tomorrow I will talk to them. Perhaps, they can replace all invalid keys I have.
    Tuesday, December 28, 2010 5:30 AM
  • Hello TimInM,

    Actually we are both mistaken.

    You wrote, "It's the previous version (2007) that had to be activated by 10/31."  According to the FAQ here  http://office.microsoft.com/en-us/tech-guarantee/microsoft-office-2010-technology-guarantee-faq-HA101845577.aspx, the previous license for Office 2007 had to have been activated by Septermber 30, 2010.

    I wrote, "Tech guarantee licensed for Office 2010 had to be activated no later than October 31, 2010."  That is not correct.  In fact according to the FAQ, "A qualifying Office 2007 product must be purchased, installed and activated between March 5, 2010, and September 30, 2010. You must request your Tech Guarantee no later than October 31, 2010."

    Sorry for the incorrect info :-(

    Rereading your original post, I cannot tell for sure if you had requested your techg copies of Office by the deadline.

    Tuesday, December 28, 2010 2:20 PM
  • You are splitting hairs at this point. I had registered and activated Office 2007 back in July and requested Office 2010 product keys w/ media same month. They are all OEM product keys intended for Dell computers. I never installed the 2010 version until early December. At that point, I installed the software without any issues. The problem occurs at the last sequence when the software attempts to activate the product stating "Invalid product key". I tried to install the office 2010 on a machine that had no prior office installation with similar results.

    I will be conferenced in with Microsoft and Digital River tomorrow to see whether they could replace all product keys. By the way, Microsoft Product Activation Team has confirmed my product keys are all valid and never been activated. So, I am really puzzled. The installation process accepts the key but the activation portion fails somewhere.

    Wednesday, December 29, 2010 9:07 AM
  • Hello TimInM,

    When they finally get this ironed out, if you get a chance please come back and post with final details....could be useful to another future poster if they encounter the same problem :-)

    Wednesday, December 29, 2010 2:40 PM
  • Hey TimInM,

    I have the same problem..... have purchased office 2007 during the time frame Microsoft specified, went through the processes to recieve the KEY and download link for Office 2010. Now I go to install on my freshly formatted pc and I cant get Office activated. I get an error and no where to go with it. I tried both online activation and phone, both said invalid key, but the key is what was sent to me by the Tech Guarantee besides,  it let me install office with it as well.....GRRRR.   HELP.

    Let us know what happened with M$.

    Thanks

    Friday, December 31, 2010 6:20 AM
  • I spent 2.5 hours on the phone today conferenced in with Microsoft and Digital River. One of Microsoft managers had me listening in while he was trying to talk to a rep at Digital River. The rep spoke English but had a really hard time comprehending what the manager was saying. The manager finally got frustrated and asked for the supervisor who also had a hard time understanding what we were saying. He finally stated that he would put us in contact with a person who would be able to generate new product keys. The Microsoft manager assured me that there was no need for him to stay on the line and I would be taken care of. As soon as he hung up the line, the supervisor at Digital River switched me over back to Microsoft Customer Service, essentially bringing me to square one. My problem is that I have been switched over so many times and all these people have similar accents, I could no longer figure out which party I talked to.

    I called Microsoft Tech Support again and someone will be contacting me tomorrow. Potentially, they may have to issue a volume license key to cover the original number of licenses we purchased.

    MTND3W88, sounds like you only have a problem with just one key, so it would be easier for Microsoft to issue a single product key.

    I am really surprised more people are not bringing this up. There clearly is a problem with product key generator, I am convinced. I wonder if these product keys had been erroneously generated with some kind of internal activation clock which gets expired after so many days.

    When did you receive your Office 2010 product key? The email with the product key should contain a date stamp.

    I am also going to talk to someone I know who also took advantage of this program. I wonder if they are experiencing a similar issue activating the product.

    Friday, December 31, 2010 7:35 AM
  • Hello TimInM,

    You wrote this in a previous post, " I had registered and activated Office 2007 back in July and requested Office 2010 product keys w/ media same month. They are all OEM product keys intended for Dell computers."

    Could you explain what you mean by "They are all OEM product keys intended for Dell computers"?

    What are you using to do the Office 2010 installations that you are trying to activate?  A hologrammed installation disc or a download?

    Friday, December 31, 2010 2:02 PM
  • Microsoft has issued product keys that are OEM, not retail. However, it does not change the fact I am unable to install the product. The upgrade was installed using a hologrammed installation DVD that we ordered from Microsoft. I also tried the download with similar results. I also tried the upgrade from a computer that came with MS Office 2010 Starter Edition. Also, similar outcome.

    Friday, December 31, 2010 4:46 PM
  • Hey TimInM,

    I currently have 3 keys all with the same issue. One of them is an OEM that goes to my HP laptop. The dates for the upgrade keys were completed on 9/23/2010, 9/24/2010, and 10/31/2010. I have the ORDER NO, Product key, even the download links that they sent me to get Office 2010. The strange thing is that I can install my Office suite (from the downloaded version) with the Key that was provided, everything install fine and works, it just doesn't activate???   I too have tried to call M$, Tech Support, Tech Guarantee, heck I even think I got BiLL GATES himself on one of the calls...LOL , but still no answer on how to resolve this.

    Please keep us posted on this.... I will do the same if I get any answers !! ??

    Friday, December 31, 2010 7:15 PM
  • Hello TimInM,

    I would be very interested in what happens if you try using the download you get when you enter your product key here:  https://www1.downloadoffice2010.microsoft.com/usa/registerkey.aspx?ref=pkc&culture=en-US

    Friday, December 31, 2010 8:11 PM
  • Hello,

    I tried the link you provided and here is what I get:

    We are sorry, but we are unable to complete your request.

    The following problem(s) exist:

    (PRODUCT_KEY) The Office 2010 Product Key you provided is blocked for activation and as a result, is not eligible for a free download.

    I talked to Microsoft Tech Team again and once again they verified the product key as indeed valid. They are telling that Digital River somehow issuing these product keys with blocked activation and the only way to fix the problem is by having Digital River issue new product keys.

    I spoke with Digital River and they are going to issue a form that I need to fill out listing every product key that I think does not work and they supposedly are going to issue new product keys.

    I am not holding my breath for this.

    Saturday, January 01, 2011 12:54 AM
  • Dan at IT Associates,

    Hello, I just went to the link above. I entered my serial and it sent me to a download page for office. Everything there works so far. I didn't get an error like TimInM received. however I am still installing now and haven't activated it yet....well see???  Well finished install and still get the    "This product cannot be activated because the product key is not valid."  If its not valid, how or why did it let me use it to install in the first place. Plus this is the code that was sent by Tech Guarantee.....I just don't get it.

     

    Hey TimInM,

    Can you post a link for the form that Digital River is going to send you, or the phone number you have been using to contact them?

    Thanks

    Saturday, January 01, 2011 4:04 AM
  • This is very frustrating. It's the 2nd time Digital River was supposed to get back to me (call me directly, I have ticket# assigned to my case) and they never did.

    I spoke with Microsoft regarding unblocking the product keys and I was told it was impossible. Digital River must generate new product keys for us. Of course, they never call, so I will be calling them tomorrow.  I just wonder if there is a way for Microsoft to unblock these and they can't tell the reason behind the block.

    Wednesday, January 05, 2011 5:11 AM
  • Finally received an email from Digital River. They are asking to allow them more time to gather information. Will give them more time until Wednesday.

    Saturday, January 08, 2011 9:25 PM
  • Hello TimInM,

    Keep going!!!  And thanks for posting updates :-)

    Sunday, January 09, 2011 1:29 PM
  • Hey TimInM,

    It makes me wonder what or how they are dealing with all the other people with the same issues? I sure that we are not the only ones with this problem. Hopefully all will be resolved at the end..........? Seems there is a disconnect between Digital River and Microsoft.  I too was getting bounced around back and forth between Microsoft and Digital River, saying you have to contact Digital River and Digital River not knowing why this is happening.

    Digital River worked on my issue for 2 hours, they installed a program so he could control my pc. Look around, did all the same things that I did, put me on hold for a long time. Came back and said I had a registry error some where. Basically after all said and done, I noticed that he inputted a different Product Key, ( I used Belarc Advisor to verify what my key are to my products and see system specs) and wallah..... Office is now activated. He stuck to his guns and said it was a registry error. I finally have 1 of my Office 2010 ACTIVATED.  Again, not with the Product Key that was issued to me originally.

    After all that, I get a Survey from them asking how my experience was. I have to say that the Gentleman that assisted me did everything under the sun to try and resolve my issue. He was just as confused as I was...LOL. He did the only thing left and input a different Product Key to resolve the issue.

    Sunday, January 09, 2011 6:46 PM
  • Hi All, I have similar issue while installing Office 2010 Pro. I purchased retail version which came with a DVD and 25 char product key. It allowed me to install the whole office suite successfully without any warning or error or any other issue BUT it did not let me activate the product stating invalid key (via both internet and on phone). Please note, my laptop is new and no other version of office was installed earlier. I even uninstalled starter pack and every other program whcih states office in its description and I am very sure I don't have any other MS office component installed in my system before i tried installing 2010 Pro. I wonder if this key is not valid then why it allowed me to install the software ? Please let me and others know if this issue is now resolved or you are still on a wild goose chase ?
    Friday, January 14, 2011 12:57 PM
  • Saturday, January 15, 2011 6:20 PM
  • Hi all,

    I received another email from Digital River asking to give them additional time for their "developer team" to research the issue. So, I am complying and will give them a couple more days.

    Sidenote: I contacted a customer of ours who I knew had subscribed to the  Microsoft Technology Guarantee program. I asked him whether they had any issues with it. Interestingly, he said they were successful activating the product keys for several computers in the office back in August and October. He went to upgrade additional machines in the office several weeks ago and none of the product keys worked producing identical outcome as the ones I tried to activate. There may be some sort of expiring factor built into these keys. If it is, noone at the Microsoft support team is aware of it.

    I will see what solution Digital River comes up with.

    Monday, January 17, 2011 6:18 AM
  • TimInM Any word back yet from Digital River..... I think we would all like to get this resolved soon?
    Thursday, January 27, 2011 3:43 AM