Hello Mel,
I understand the inconvenience you are currently experiencing and would like to provide you with some self-help options we have made available for our customers to address the issue you are currently experiencing. Please follow the steps outlined below as it could either resolve your issue or, if need be, provide us with additional information to determine the cause of this issue.
1) Ensure you log onto the computer experiencing the issue with “Administrator” rights.
2) Next we would like to confirm that you are running the most current version of the Genuine Advantage control on your computer. In order to do this please follow the below link and choose the “Validate Office” option.
http://www.microsoft.com/genuine
If the above steps did not resolve your issue lets continue with the steps below.
I would like to provide some of the self-help options we have made available for our customers to address these issues. If you could please follow the steps outlined below; the diagnostics Web Site will attempt to resolve the validation errors you are experiencing with Office.
http://www.microsoft.com/Genuine/diag/RunDiags.aspx?displayLang=en
Next follow the on-screen prompts to resolve the issue if any of the checks at the above site fail. You can do this by choosing the “Resolve Now” button if it appears. If, after attempting to resolve the issue as per the instructions on the above site fails, please refer to the link below and run the MGA Diagnostics tool:
http://go.microsoft.com/fwlink/?linkid=52012
You will be prompted to either “Run” or “Save” the tool. Choose to “Run” the tool and follow the on-screen prompts. You will receive an “Internet Explorer-Security Warning” dialog box for the “Windows Genuine Advantage Diagnostic Tool”; you must choose to “Run” this tool when prompted.
Once you are presented with the Diagnostics tool choose “Continue” to run the diagnostic report. If the “RESOLVE” button is available after running the diagnostics, please click “RESOLVE” to allow the diagnostic tool to attempt a repair.
1. After running the MGA Diagnostic tool, click on the “Windows” tab and then click on “Copy”.
2. Please return to this post and “Paste” the results here for additional review.
Thank you,
Matt Prall, MS
OGA Forum Manager
