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Microsoft Office & Windows for Students

Troubleshooting

Note to Faculty/Staff: The instructions below are for installing and troubleshooting Microsoft software downloaded from the UVA Software portal (https://virginia.onthehub.com) to your personally-owned machine. The instructions are not for troubleshooting or installing Office/Windows on your UVA institutionally-owned machine. If you need assistance with your institutionally-owned machine, please visit the UVA Microsoft Agreements Activation Instructions page.

Microsoft Office Version/OS


Microsoft Office 2016 for Mac

I don't have the software

  1. Go to the Microsoft Office site and click on "Sign in" in the top right corner.
  2. Enter the email address that you used to initially download this product.
    1. If you downloaded this software after September 15, 2016, you used a personal account not ending in @virginia.edu to download and activate Microsoft Office. Please use this email address to login. If you don't remember the email address, please contact the UVA Help Desk.
    2. Users who downloaded this software before September 15, 2016 often chose to make this their computingID@virginia.edu. If you used this email address or any email address ending in @virginia.edu, you will see an additional screen that allows you to select either "Work or school account" or "Personal account". Please select "Personal account". If you select "Work or school account", you will be re-directed to NetBadge, which is NOT correct.
  3. Enter the password you set up when you initially downloaded the product and log in.
  4. If you can successfully log in, you will be brought back to an Office landing page.
  5. Select the "person photo" in the top right hand corner of the screen and then select "My Account".
  6. You will then be presented with a screen that has a large "Install" button. This will allow you to re-download the software.
  7. If you cannot access your account, please contact the UVA Help Desk.

I cannot activate the software

  1. Open any Microsoft Office application: Word, PowerPoint or Excel
  2. When you open the application, you should see a "sign in" function on the product.
  3. Click on this function and click "sign-in".
  4. Enter the email address that you used to initially download this product.
    1. If you downloaded this software after September 15, 2016, you used a personal account not ending in @virginia.edu to download and activate Microsoft Office. Please use this email address to login. If you don't remember the email address, please contact the UVA Help Desk.
    2. Users who downloaded this software before September 15, 2016 often chose to make this their computingID@virginia.edu. If you used this email address or any email address ending in @virginia.edu, you will see an additional screen that allows you to select either "Work or school account" or "Personal account". Please select "Personal account". If you select "Work or school account", you will be re-directed to NetBadge, which is NOT correct.
  5. Enter the password you set up when you initially downloaded the product and log in.
  6. If you are re-installing the software on the same physical machine as you have previously activated, you should be able to activate the software again.
  7. If you are installing it on a new physical machine, please call Microsoft at 1-800-MICROSOFT (642-7676). You will need to request an "Additional Activation for Office 2016". Please say this message at the prompt and to the Microsoft support person. Once the Microsoft representative adds an additional activation, you should be able to activate the software on the new machine.
  8. If you cannot access your account, please contact the UVA Help Desk.

Microsoft Office 2016/2013 for Windows

I don't have the software

  1. Go to your account in UVA Software (https://virginia.onthehub.com).
    1. You should be passed through NetBadge and then see a catalog page.
    2. Select "Your Account/Orders" in the upper right-hand corner of the page.
  2. Scroll through the list and find your order for Office.
  3. Depending on how long after you initially ordered the software or if you purchased Extended Access Guarantee with your order, the order may show as being "Expired". If this is the case, please contact the UVA Help Desk.
  4. If your order is not expired, download the software from UVA Software.

I don't have the key to activate the software.

  1. Follow the instructions above for "Microsoft Office 2016/2013 for Windows: I don't have the software".
  2. The key is displayed in red text on the "Order Page".
  3. If the key is not there or the order is "Expired", please contact the UVA Help Desk.

I have the software and the product key, but still cannot activate the software

  1. Microsoft Office 2016/2013 for Windows is activated with a product key. You may be prompted to enter an email address as a method of activating the product. This is not correct path for activation. In the box that prompts you for an email address, you should in small letters, "Use Product Key to Activate Instead". Please click on this and enter your product key.
  2. If you are installing it on a new physical machine, please call Microsoft at 1-800-MICROSOFT (642-7676). You will need to request an "Additional Activation for Office 2016/2013". Please say this message at the prompt and to the Microsoft support person. Once the Microsoft representative adds an additional activation, you should be able to activate the software on the new machine.
  3. If you cannot get the software activated after trying the steps above, please contact the UVA Help Desk.

Microsoft Office 2011 for Mac

Note: This software doesn't require an activation key. Once you download the installer and run it, the software should function correctly.

I don't have the software

  1. Go to your account in UVA Software (https://virginia.onthehub.com).
    1. You should be passed through NetBadge and then see a catalog page.
    2. Select "Your Account/Orders" in the upper right-hand corner of the page.
  2. Scroll through the list and find your order for Office.
  3. Depending on how long after you initially ordered the software or if you purchased Extended Access Guarantee with your order, the order may show as being "Expired". If this is the case, please contact the UVA Help Desk.
  4. If your order is not expired, download the software from UVA Software.

Windows 7 Ultimate

I don't have the software

  1. Go to your account in UVA Software (https://virginia.onthehub.com).
    1. You should be passed through NetBadge and then see a catalog page.
    2. Select "Your Account/Orders" in the upper right-hand corner of the page.
  2. Scroll through the list and find your order for Windows.
  3. Depending on how long after you initially ordered the software or if you purchased Extended Access Guarantee with your order, the order may show as being "Expired". If this is the case, please contact the UVA Help Desk.
  4. If your order is not expired, download the software from UVA Software.

I don't have the key to activate the software.

  1. Follow the instructions above for "Microsoft Office 2016/2013 for Windows: I don't have the software".
  2. The key is displayed in red text on the "Order Page".
  3. If the key is not there or the order is "Expired", please contact the UVA Help Desk.

I have the software and the product key, but still cannot activate the software

  1. If you are installing it on a new physical machine, please call Microsoft at 1-800-MICROSOFT (642-7676). You will need to request an "Additional Activation for Windows". Please say this message at the prompt and to the Microsoft support person. Once the Microsoft representative adds an additional activation, you should be able to activate the software on the new machine.
  2. If you cannot get the software activated after trying the steps above, please contact the UVA Help Desk.

Windows 8.1 Pro, 10 Education

I don't have the software

  1. Navigate to the following site: https://www.microsoft.com/software-download/vlacademicISO
  2. You will be prompted for your product key. If you don't have the product key, follow the instructions below.
  3. You will then be able to download the software ISO for Windows 8.1 Pro or 10 Education.

I don't have the key to activate the software.

  1. Go to your account in UVA Software (https://virginia.onthehub.com).
    1. You should be passed through NetBadge and then see a catalog page.
    2. Select "Your Account/Orders" in the upper right-hand corner of the page.
  2. Scroll through the list and find your order for Windows.
  3. Depending on how long after you initially ordered the software or if you purchased Extended Access Guarantee with your order, the order may show as being "Expired". If this is the case, please contact the UVA Help Desk.
  4. The key is displayed in red text on the "Order Page".
  5. If the key is not there or the order is "Expired", escalate the case.

I have the software and the product key, but still cannot activate the software

  1. If you are installing it on a new physical machine, please call Microsoft at 1-800-MICROSOFT (642-7676). You will need to request an "Additional Activation for Windows". Please say this message at the prompt and to the Microsoft support person. Once the Microsoft representative adds an additional activation, you should be able to activate the software on the new machine.
  2. If you cannot get the software activated after trying the steps above, please contact the UVA Help Desk.

  Page Updated: Thursday 2017-08-17 22:54:44 EDT