Troubleshoot volume activation for Office 2010

http://technet.microsoft.com/en-us/library/ee624355(printer).aspx

2010 Microsoft Corporation. All rights reserved.

Published: May 12, 2010 This article contains troubleshooting information for issues that you might encounter when you activate Microsoft Office 2010. Before you read this article, we recommend that you first read Volume activation overview for Office 2010 [ http://technet.microsoft.com/en-us/library/ee624349.aspx ] , Plan volume activation of Office 2010 [ http://technet.microsoft.com/en-us/library/ee624358.aspx ] , Deploy volume activation of Office 2010 [ http://technet.microsoft.com/en-us/library/ee624357.aspx ] , and Tools to configure client computers in Office 2010 [ http://technet.microsoft.com/en-us/library/ee624350.aspx ] . In this article: Activation error codes General activation Users see notifications to activate Licensing information is not updated in the Backstage view KMS client keys

MAK activation issues MAK activation fails with Windows XP The Office 2010 client does not activate when it is connected to the network through an authenticated proxy

KMS activation issues The Office 2010 KMS client does not activate The KMS host is not activated The client activation request count on the KMS host is not high enough for client computers to activate The KMS host cannot be reached

Activation error codes

Error codes help troubleshoot activation issues. If a user sees a dialog box that contains an activation notification, an error code might be displayed at the lower-left portion of the dialog box. Another way to obtain an error code is to run ospp.vbs /act on the client computer to attempt activation. If activation fails, an error code is reported. Use ospp.vbs /ddescr with the appropriate error code to receive the error message. For more information about the ospp.vbs script, see Tools to configure client computers in Office 2010 [ http://technet.microsoft.com/en-us/library/ee624350.aspx ] .

General activation
The following are general activation issues and their solutions. Users see notifications to activate An activation notification dialog box usually appears when a copy of Office 2010 is not yet activated. An error code is displayed on the lower-left portion of the dialog box to help you troubleshoot activation issues. No dialog box is shown until 25 days after installation, at which time the user sees a notification dialog box. If

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Office 2010 has not been activated 30 days after installation, the notification dialog box contains a red title bar. When you install Office 2010, you must activate it by using either Multiple Activation Key (MAK) or Key Management System (KMS) connecting to a KMS host on the intranet. If you install a MAK key, you must activate Office 2010 online. The Office 2010 client software includes an embedded KMS client key. Once the Office 2010 KMS client automatically discovers the Office 2010 KMS host on the intranet, and at least five Office 2010 KMS clients have already requested activation from the KMS host, the KMS client is automatically activated. Licensing information is not updated in the Backstage view To display licensing information, on the File menu, click Help. You must restart the Office 2010 applications for the licensing information to be updated. For example, if you open Microsoft Word 2010 and then click Help on the File menu, you might see that product activation is required. If you activate by using ospp.vbs /act or Volume Activation Management Tool (VAMT) 2.0 [ http://go.microsoft.com/fwlink/?LinkId=183042 ] (http://go.microsoft.com/fwlink/?LinkId=183042), you must restart Word 2010 to see that the product has been activated, even though Office 2010 is in the licensed state. For more information about the ospp.vbs script, see Tools to configure client computers in Office 2010 [ http://technet.microsoft.com/en-us/library /ee624350.aspx ] . KMS client keys All Office 2010 volume products have the KMS client keys preinstalled. If you entered a MAK key for a product and you want to change the activation method back to KMS, use the appropriate the KMS client key shown in the table later in this article. The recommended way to enter the key is by using VAMT 2.0 [ http://go.microsoft.com/fwlink/?LinkId=183042 ] (http://go.microsoft.com/fwlink/?LinkId=183042). You can also use ospp.vbs /inpkey to enter the key. For more information about the ospp.vbs script, see Tools to configure client computers in Office 2010 [ http://technet.microsoft.com/en-us/library/ee624350.aspx ] . For Office 2010 suites, only one key is required for all the products in the suite. For example, if you use Microsoft Office Professional Plus 2010, you must enter only the Office Professional Plus 2010 key for the entire suite. If you are deploying Microsoft Visio 2010, the key that you enter determines which features are available. For more information, see Deploy Visio 2010 [ http://technet.microsoft.com/en-us/library/ee624357.aspx ] in Deploy volume activation of Office 2010 [ http://technet.microsoft.com/en-us/library/ee624357.aspx ] . The following table shows the KMS client keys for the Office 2010 suites and stand-alone products.

Suites Office Professional Plus 2010 Office Standard 2010 Office Home and Business 2010 Stand-alone products Access 2010 Excel 2010 SharePoint Workspace 2010 InfoPath 2010 OneNote 2010 Outlook 2010 PowerPoint 2010 V7Y44-9T38C-R2VJK-666HK-T7DDX H62QG-HXVKF-PP4HP-66KMR-CW9BM QYYW6-QP4CB-MBV6G-HYMCJ-4T3J4 K96W8-67RPQ-62T9Y-J8FQJ-BT37T Q4Y4M-RHWJM-PY37F-MTKWH-D3XHX 7YDC2-CWM8M-RRTJC-8MDVC-X3DWQ RC8FX-88JRY-3PF7C-X8P67-P4VTT VYBBJ-TRJPB-QFQRF-QFT4D-H3GVB V7QKV-4XVVR-XYV4D-F7DFM-8R6BM D6QFG-VBYP2-XQHM7-J97RH-VVRCK

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Project Professional 2010 Project Standard 2010 Publisher 2010 Word 2010 Visio Visio Premium 2010 Visio Professional 2010 Visio Standard 2010

YGX6F-PGV49-PGW3J-9BTGG-VHKC6 4HP3K-88W3F-W2K3D-6677X-F9PGB BFK7F-9MYHM-V68C7-DRQ66-83YTP HVHB3-C6FV7-KQX9W-YQG79-CRY7T

D9DWC-HPYVV-JGF4P-BTWQB-WX8BJ 7MCW8-VRQVK-G677T-PDJCM-Q8TCP 767HD-QGMWX-8QTDB-9G3R2-KHFGJ

MAK activation issues

This section contains MAK activation issues and how to resolve them. MAK activation fails with Windows XP Relevant error code: 0x8007001 If you have daemon tools installed, such as CD emulation software, a registry key is preventing the hardware ID from being acquired. The workaround is as follows: 1. On the Start menu, click Run, and then type regedit. 2. In Registry Editor, search for the following registry key: HKLM\SYSTEM\CURRENTCONTROLSET \CONTROL\CLASS\{4D36E967-E325-11CE-BFC1-08002BE10318} 3. Look for UpperFilters, which is of type REG_MULTI_SZ. 4. Double-click UpperFilters, and then under Value data, add PartMgr to the top of the list. Click OK. 5. Restart the computer. 6. Start any Office 2010 application and follow the prompts to activate. Important: If you want to activate by using VAMT or the Office Software Protection Platform script (ospp.vbs), you must first start an Office 2010 application so that the OSPP service is started.

For information about how to resolve this issue, see Microsoft Knowledge Base article 916180: You tried to set up your Xbox 360 console as a Media Center Extender, but the Setup program did not start [ http://go.microsoft.com/fwlink/?LinkId=184076 ] (http://go.microsoft.com/fwlink/?LinkId=184076). Note: Although Knowledge Base article 916180 [ http://go.microsoft.com/fwlink/?LinkId=184076 ] describes a fix that is not specific to Office and activation, the fix is relevant to Windows XP and applies to this issue.

The Office 2010 client does not activate when it is connected to the network through an authenticated proxy Independent MAK activation requires an Internet connection. If the Office 2010 client is connected to the Internet through an authenticated proxy, you must activate the client over the telephone. For more information about how to resolve this issue, see Knowledge Base article 921471: Activation fails when you try to activate Windows Vista or Windows Server 2008 over the Internet [ http://go.microsoft.com/fwlink /?LinkId=183044 ] (http://go.microsoft.com/fwlink/?LinkId=183044).

KMS activation issues

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This section contains KMS activation issues and how to resolve them. The Office 2010 KMS client does not activate There might be several reasons why the Office 2010 Key Management Service (KMS) client is not activated. This section describes issues and how to resolve them. The KMS host is not activated Relevant error code: 0xC004F041 The KMS host must be activated first, and then the KMS clients can be activated. For more information, see Prepare and configure the KMS host [ http://technet.microsoft.com/en-us/library/ee624357.aspx ] in Deploy volume activation of Office 2010 [ http://technet.microsoft.com/en-us/library/ee624357.aspx ] . You must run KeyManagementServiceHost.exe, which you can download at Microsoft Office 2010 KMS Host License Pack [ http://go.microsoft.com/fwlink/?LinkID=169244 ] (http://go.microsoft.com/fwlink/?LinkID=169244). Then, you enter the Office 2010 KMS host key and activate the KMS host. If you use slmgr.vbs, you must activate the KMS host within the command and include the following Office 2010 activation ID: cscript slmgr.vbs /ato bfe7a195-4f8f-4f0b-a622-cf13c7d16864 The client activation request count on the KMS host is not high enough for client computers to activate Relevant error code: 0xC004F038 The Office 2010 KMS host must receive activation requests from at least five Office 2010 KMS clients before KMS clients on that network can be activated. If the KMS host does not receive more than five requests, KMS clients will not be activated. If you deploy Office 2010 to more than five computers, their initial activation requests will be used to build up the count. If activation fails, the computers will attempt activation two hours later. At that time, if the KMS host has a sufficient count, activation will be successful. To trigger activation manually on the KMS client, run ospp.vbs /act. For more information about the ospp.vbs script, see Tools to configure client computers in Office 2010 [ http://technet.microsoft.com/en-us/library/ee624350.aspx ] . To determine the current count on the KMS host, at the command prompt (with administrator permissions), run the following command: cscript slmgr.vbs /dlv bfe7a195-4f8f-4f0b-a622-cf13c7d16864 The current count displayed must be 5 or greater for KMS clients to be activated. The output should resemble the following:

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Name: Microsoft Office 2010, KMSHost edition Description: Microsoft Office 2010 KMS, VOLUME_KMS channel Activation ID: bfe7a195-4f8f-4f0b-a622-cf13c7d16864 Application ID: 59a52881-a989-479d-af46-f275c6370663 Extended PID: 55041-00096-199-000004-03-1033-7600.0000-3632009 Installation ID: 008585014214769124199722184000850026888810090785321136 Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88342 Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88343 Use License URL: http://go.microsoft.com/fwlink/?LinkID=88345 Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88344 Partial Product Key: RP3HH License Status: Licensed Remaining Windows rearm count: 1 Trusted time: 12/29/2009 1:45:54 PM Key Management Service is enabled on this computer Current count: 0 Listening on Port: 1688 DNS publishing enabled KMS priority: Normal Key Management Service cumulative requests received from clients Total requests received: 0 Failed requests received: 0 Requests with License Status Unlicensed: 0 Requests with License Status Licensed: 0 Requests with License Status Initial grace period: 0 Requests with License Status License expired or Hardware out of tolerance: 0 Requests with License Status Non-genuine grace period: 0 Requests with License Status Notification: 0

The operating system that the KMS clients run under determines how the KMS clients send activation requests. For Office 2010 KMS clients that run under Windows Vista, Windows 7, Windows Server 2008, or Windows Server 2008 R2 After Office 2010 is installed, the Office Software Protection Platform (OSPP) service automatically sends activation requests to the KMS host every two hours until activation occurs, regardless of whether Office 2010 is running. Once five of these KMS clients connect to the corporate network and successfully request activation against the KMS host, the KMS clients are activated. Clients that later connect to the corporate network are also activated. KMS clients that are not on the corporate network (at home, for example) become activated as soon as they connect to the network. For Office 2010 KMS clients that run under Windows XP or Windows Server 2003 An activation request is sent when the computer is connected to the corporate network and an Office 2010 application is started. Starting an Office 2010 application starts the OSPP service, which continues to run until the computer is restarted. Although the OSPP service is running, an activation request is automatically sent every two hours during the 30-day grace period. If these KMS clients connect to the corporate network, and no Office 2010 application is started, no activation requests are sent to the KMS host. There are two ways to manually send an activation request to the KMS host to increase the current count. On each KMS client, perform either of the following while connected to the corporate network: Launch an Office 2010 application. This sends an activation request and starts the OSPP service. From the command line (with administrator permissions), run cscript ospp.vbs /act. For more information about the ospp.vbs script, see Tools to configure client computers in Office 2010 [ http://technet.microsoft.com/en-us/library /ee624350.aspx ] .

The KMS host cannot be reached Relevant error code: 0xC004F041 If you want the KMS clients to use auto-discovery of the KMS host, review the Windows Volume Activation

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Deployment Guide [ http://go.microsoft.com/fwlink/?LinkId=183043 ] (http://go.microsoft.com/fwlink /?LinkId=183043) to make sure that the DNS configuration is correct. Ensure that the KMS host has network connectivity, and that it is reachable by the KMS clients. As a test on the KMS client, you might want to use ospp.vbs /sethst to specify the KMS host computer name. Then, run ospp.vbs /act to send an activation request directly to the KMS host. If this is successful, KMS host auto-discovery might be the issue. Remember to use ospp.vbs /remhst to remove the KMS host name after the test is completed.

See Also
Concepts Volume activation overview for Office 2010 [ http://technet.microsoft.com/en-us/library/ee624349.aspx ] Plan volume activation of Office 2010 [ http://technet.microsoft.com/en-us/library/ee624358.aspx ] Deploy volume activation of Office 2010 [ http://technet.microsoft.com/en-us/library/ee624357.aspx ] Tools to configure client computers in Office 2010 [ http://technet.microsoft.com/en-us/library /ee624350.aspx ] Other Resources Office 2010 Volume Activation forum [ http://go.microsoft.com/fwlink/?LinkId=180346 ] Office 2010 forums [ http://go.microsoft.com/fwlink/?LinkId=180345 ]

Change History
Date May 12, 2010 Description Initial publication Reason

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