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Article ID: 2811180 - Last Review: April 16, 2014 - Revision: 3.4

Summary

If you receive the error: Something went wrong and we can't sign you in right now when installing Office. There could be an issue with the Microsoft Account Services that is preventing you from signing into your account.

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Resolution

Sign out of all of your Microsoft Accounts and start fresh

  1. Close all Internet Explorer windows and open a fresh instance of Internet Explorer.
  2. Go to http://account.live.com (http://account.live.com) .

    If you see a sign-in page, you are already signed out of your Microsoft Account. Install Office again.
  3. If you see your account summary, you are signed in.
  4. Click Sign out.
  5. Try installing Office again.

If this fails to correct the problem, continue on to the next step.

Completely clear cookies and Internet History

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 Cookies are small text files that websites put on your computer to store information about you and your preferences. Cookies can enrich your browsing experience by allowing websites to learn your preferences or allowing you to avoid signing in every time you visit certain sites. However, some cookies might put your privacy at risk by tracking sites that you visit.

  1. Select Tools > Internet Options.
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    See image: Tools > Internet Options
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    [Please write the default collapsed section here.]
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  2. In the General tab under Browsing History choose Delete.
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    See image: Browsing History > Delete
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  3. In the Delete menu, un-check Preserve Favorites Data and check Cookies and Website Data, then click Delete.
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    See image: Delete Cookies and Website Data
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  4. Restart your browser and try installing again.

Note: If you're running Office 2013 on Windows 7, you can use the automated solution in: How to Delete the Contents of the Temporary Internet Files Folder (http://support.microsoft.com/kb/260897)

If clearing your Cookies did not resolve the issue, continue on to the next step.
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Start an InPrivate browser session

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InPrivate Browsing helps prevent your browsing history, temporary Internet files, form data, cookies, and user names and passwords from being retained by the browser. Internet Explorer will launch a new browser session that won’t keep any information about webpages you visit or searches you perform. Closing the browser window will end your InPrivate Browsing session. To start an InPrivate Browsing session:
  1. Go to the Tools menu and select Safety > InPrivate Browsing.
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    See image: InPrivate Browsing
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  2. Use the InPrivate Browsing window to install Office.

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Applies to
  • Microsoft Office Home and Business 2013
  • Microsoft Office Home and Student 2013
  • Microsoft Office 365 Home
  • Microsoft Office Professional 2013
Keywords: 
mscommunity kbadtechnical kbmsccsearch kbmsccsales kbamarketplace mptechnical kbsmbportal KB2811180
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