Network problems Were having trouble verifying your Office 365 subscription status

CTX227286

Article | Configuration 3rd party / compatibility | {{likeCount}} found this helpful | Created: {{articleFormattedCreatedDate}} | Modified: {{articleFormattedModifiedDate}}

Symptoms or Error

After publishing Microsoft 365 Apps (Office 365), users are randomly being requested to reactivate. Issue occurs randomly.

Solution

Solution 1 - General 

1. Check that your Office 365 plan supports shared computer activation 
2. Verify that shared computer activation is enabled for Office 365 ProPlus 
3. Verify that activation for Office 365 ProPlus succeeded
4. If using Citrix Profile Management and on Microsoft 365 App (O365) 1704 release and above follow these instructions: 
   • Microsoft recommends using SSO (ADFS). If ADFS is not configured, Synchronize the following location via Citrix Profile Management: !ctx_localappdata!\Microsoft\Office\16.0\Licensing
   • For additional information visit the following Microsoft site and scroll down to "Licensing token roaming": https://docs.microsoft.com/en-us/deployoffice/overview-shared-computer-activation
     • Includes steps on how to change folder location via GPO, Deployment Tool, or via Registry. 
5. If using Citrix Profile Management and on Microsoft 365 App (O365) below 1704 release follow these instructions: 
   • Check if the following folder contains any text files, check the profile store as well: %localappdata%\Microsoft\Office\16.0\Licensing
     • If text files are found in the profile store location, proceed to delete the "Licensing" folder and have the user log back in. 
   • Confirm that the exclusion policy is applied successfully and that the following directories are being excluded.
     • !ctx_localappdata!\Microsoft\Office\16.0\Licensing
     • !ctx_localappdata!\Microsoft\Office\15.0\Licensing
6. If the above steps did not resolve the issue, please contact Microsoft support for additional assistance on Microsoft 365 App (O365) activation process.
   • Review the following Microsoft site for additional information.

Solution 2 - ADFS (SSO) is enabled

1. If ADFS (SSO) is enabled follow these instructions: 
   • If ADFS (SSO) is enabled, no additional steps are required. Apps will activate using user credentials. 
     • Confirm the following GPO is not disabled: "Automatically activate Office with federated organization credentials”
     • Add ADFS [ex. acme.com] to the Local Intranet trusted Zone (via Group Policy):
     • Add automatic logon in Security Configuration (via Group Policy
   • If the above steps did not resolve the issue, please contact Microsoft support for additional assistance

Problem Cause

Microsoft 365 Apps (O365) Shared Computer Activation is not able to properly activate. 

Additional Resources

Disclaimer

Citrix is not responsible for and does not endorse or accept any responsibility for the contents or your use of these third party Web sites. Citrix is providing these links to you only as a convenience, and the inclusion of any link does not imply endorsement by Citrix of the linked Web site. It is your responsibility to take precautions to ensure that whatever Web site you use is free of viruses or other harmful items.