Repost: Office 2003 loses activation. MS no help!

[dagroe]

Anyone else have any ideas or experience like this?

I have a client that purchased an HP Notebook PC that included the
trial version of MS Office 2003. The PC was purchased in January of
2006 and I assisted them with the on-line conversion / activation to
the full Office 2003 product in February of 2006. As of December 30th,
2006, they were no longer able to use the office suite on this PC
because it is now prompting for activation again.

I actually saw the user of the Notebook working in Word the previous
day, December 29th.
They will be going back through credit card statements tomorrow,
looking for proof of the on-line payment to Microsoft. In the mean
time, I am trying to get this fixed, since the primary user of this
Notebook is heading out on the road today.

The software had not been un-installed / re-installed. No System
Restores, or anything else like that. The only changes that I am aware
of, were an update to Spybot (no spyware found), and the installation
of the dialer for NetZero (I performed that installation). I have
searched far and wide on the 'net, but have not found any information
that directly relates to this situation.

Both E-mails and Phone calls to Microsoft have been completely
worthless. Apparently this problem falls outside of the flow chart, so
the only reply I that I can get is "contact the original equipment
manufacturer". It does not matter how many times I insist that this IS
Microsoft's problem, since they got paid for the conversion /
activation. Of course, one phone rep did indicate that we should
consider re-activation. When I asked if my client would be charged the
conversion price again, the rep indicated that they would have to pay
it again. Now there is a classic MS solution!!

Of course, HP basically says, "it is no longer a trial version, so it
is no longer our responsibility".

Vendors pointing fingers at each other. Neither one willing to assist.
My client is caught in the middle.

Any help appreciated.

Dean

-------------------------------------------------------------------------------

What error message do you get upon trying to activate the installation?

I have not "re-activated". Based on what the CSR told me, my client
would be charged the full fee to activate again.

Did chatting with the CSR help?

Not really. As mentioned previously, the only answers were
"re-activate" and pay, or "contact the original equipment
manufacturer".

Dean

 

[Bob Buckland ?:-\)]

Hi Dagroe,

See if the troubleshooting process in this MS article helps solve this one for you.
http://support.microsoft.com/kb/903275/en-us?FR=1
It sounds like it could be a corrupted activation file.
=============
Anyone else have any ideas or experience like this? >>

--

Bob Buckland ?
MS Office System Products MVP

*Courtesy is not expensive and can pay big dividends*

 

[Bob Buckland ?:-\)]

Hi Dagroe,

See if the troubleshooting process in this MS article helps solve this one for you.
http://support.microsoft.com/kb/903275/en-us?FR=1
It sounds like it could be a corrupted activation file.
=============
Anyone else have any ideas or experience like this? >>

--

Bob Buckland ?
MS Office System Products MVP

*Courtesy is not expensive and can pay big dividends*

 

[Bob Buckland ?:-\)]

Hi Dagroe,

See if the troubleshooting process in this MS article helps solve this one for you.
http://support.microsoft.com/kb/903275/en-us?FR=1
It sounds like it could be a corrupted activation file.
=============
Anyone else have any ideas or experience like this? >>

--

Bob Buckland ?
MS Office System Products MVP

*Courtesy is not expensive and can pay big dividends*

 

[DL]

Also;
If converted/purchased the key on line this was direct from MS, who I
believe would also have sent a new cd, and key copy email.
Assuming the purchase card payment copy is to hand this is definitely an MS
problem that they must support.
I guess the support person is latching on to the 'trial edition' statement
and ignoring anything else.

Just a thought I suppose there is no possibility that someone has
'recovered' the PC to origonal config? In which case Office will require
reactivating.

 

[DL]

Also;
If converted/purchased the key on line this was direct from MS, who I
believe would also have sent a new cd, and key copy email.
Assuming the purchase card payment copy is to hand this is definitely an MS
problem that they must support.
I guess the support person is latching on to the 'trial edition' statement
and ignoring anything else.

Just a thought I suppose there is no possibility that someone has
'recovered' the PC to origonal config? In which case Office will require
reactivating.

 

[DL]

Also;
If converted/purchased the key on line this was direct from MS, who I
believe would also have sent a new cd, and key copy email.
Assuming the purchase card payment copy is to hand this is definitely an MS
problem that they must support.
I guess the support person is latching on to the 'trial edition' statement
and ignoring anything else.

Just a thought I suppose there is no possibility that someone has
'recovered' the PC to origonal config? In which case Office will require
reactivating.

 

[dagroe]

Hi Dagroe,

See if the troubleshooting process in this MS article helps solve this one for you.
http://support.microsoft.com/kb/903275/en-us?FR=1
It sounds like it could be a corrupted activation file.
=============

Bob, thanks for the tip. The Notebook is out on the road right now. I
will have to check when I have access to it.


Dean

 

[dagroe]

Hi Dagroe,

See if the troubleshooting process in this MS article helps solve this one for you.
http://support.microsoft.com/kb/903275/en-us?FR=1
It sounds like it could be a corrupted activation file.
=============

Bob, thanks for the tip. The Notebook is out on the road right now. I
will have to check when I have access to it.


Dean

 

[dagroe]

Hi Dagroe,

See if the troubleshooting process in this MS article helps solve this one for you.
http://support.microsoft.com/kb/903275/en-us?FR=1
It sounds like it could be a corrupted activation file.
=============

Bob, thanks for the tip. The Notebook is out on the road right now. I
will have to check when I have access to it.


Dean

 

[dagroe]

Also;
If converted/purchased the key on line this was direct from MS, who I
believe would also have sent a new cd, and key copy email.

Yes it was done on-line. I asked my client about whether she had the
CD that was sent to them. The individual could not remember it, but
more than likely it is locked up in a cabnet back in the home office...
on the other side of the country. She probably will not be back there
for 8 weeks or so. I vaguely remember printing the E-mail when they
received the key. The print out is probably locked away with the CD.
I checked the client's E-mail, Everything older than six months has

Assuming the purchase card payment copy is to hand this is definitely an MS
problem that they must support.

Everything older than six months has been archived. The credit card
company also does this. It could be another week before that
information is available.

I guess the support person is latching on to the 'trial edition' statement
and ignoring anything else.

Or persons, in this case. Heavy accents, poor english, and a general
lack of comprehension and understanding.

Just a thought I suppose there is no possibility that someone has
'recovered' the PC to origonal config? In which case Office will require
reactivating.

No, thankfully nothing like that was done. I would have a lot more
headaches besides Office if that had happened. As stated in my first
message, just a day or so before this happened, she was using Word on
the notebook. I was passing by and she asked me a question about a
document that she was working on.

Thanks

Dean

 

[dagroe]

Also;
If converted/purchased the key on line this was direct from MS, who I
believe would also have sent a new cd, and key copy email.

Yes it was done on-line. I asked my client about whether she had the
CD that was sent to them. The individual could not remember it, but
more than likely it is locked up in a cabnet back in the home office...
on the other side of the country. She probably will not be back there
for 8 weeks or so. I vaguely remember printing the E-mail when they
received the key. The print out is probably locked away with the CD.
I checked the client's E-mail, Everything older than six months has

Assuming the purchase card payment copy is to hand this is definitely an MS
problem that they must support.

Everything older than six months has been archived. The credit card
company also does this. It could be another week before that
information is available.

I guess the support person is latching on to the 'trial edition' statement
and ignoring anything else.

Or persons, in this case. Heavy accents, poor english, and a general
lack of comprehension and understanding.

Just a thought I suppose there is no possibility that someone has
'recovered' the PC to origonal config? In which case Office will require
reactivating.

No, thankfully nothing like that was done. I would have a lot more
headaches besides Office if that had happened. As stated in my first
message, just a day or so before this happened, she was using Word on
the notebook. I was passing by and she asked me a question about a
document that she was working on.

Thanks

Dean

 

[dagroe]

Also;
If converted/purchased the key on line this was direct from MS, who I
believe would also have sent a new cd, and key copy email.

Yes it was done on-line. I asked my client about whether she had the
CD that was sent to them. The individual could not remember it, but
more than likely it is locked up in a cabnet back in the home office...
on the other side of the country. She probably will not be back there
for 8 weeks or so. I vaguely remember printing the E-mail when they
received the key. The print out is probably locked away with the CD.
I checked the client's E-mail, Everything older than six months has

Assuming the purchase card payment copy is to hand this is definitely an MS
problem that they must support.

Everything older than six months has been archived. The credit card
company also does this. It could be another week before that
information is available.

I guess the support person is latching on to the 'trial edition' statement
and ignoring anything else.

Or persons, in this case. Heavy accents, poor english, and a general
lack of comprehension and understanding.

Just a thought I suppose there is no possibility that someone has
'recovered' the PC to origonal config? In which case Office will require
reactivating.

No, thankfully nothing like that was done. I would have a lot more
headaches besides Office if that had happened. As stated in my first
message, just a day or so before this happened, she was using Word on
the notebook. I was passing by and she asked me a question about a
document that she was working on.

Thanks

Dean