Forum Discussion
Word and Excel stuck in Read and Print mode only
I have M365 Family Plan and one of my devices can't use Word or Excel. App tells me they are in Read and Print mode only. I have attempted multiple times to get support to resolve this via chat sessions, but they are unable to help. They have escalated this to Tier 3 Support and still no help. They recommended I go here for support. Here are some of the details.
Case Number: 7108165505 (current one)
Microsoft 365 Family subscription
Word and Excel opening in Read Only / Print mode on one Windows 11 desktop
Error when accessing the subscription management page
Previous escalation to Tier 2 and Tier 3
Case marked as Resolved despite the issue remaining unresolved
Note that extensive troubleshooting has already been completed and that you believe the issue may be related to subscription validation or account provisioning rather than the local Office installation.
2 Replies
Read-and-print mode in both applications points toward activation, but the separate error on your Microsoft account page means another Office reinstall is not automatically the right next step. Your screenshot includes a trace identifier for that website failure; preserve it with the time it occurred. Compare File, Account in Word on the affected desktop with a working device, including the signed-in account, product name, and activation message. If it has not already been run, use Microsoft's Microsoft 365 activation troubleshooter in Get Help on the affected PC and retain its result. Then ask the existing support case to be reopened with both the activation evidence and account-page failure, explicitly noting the previous escalations and unsuccessful steps. The community cannot inspect or repair subscription provisioning. Keep local documents backed up, and use a working device temporarily. Do not purchase a replacement subscription or delete credentials indiscriminately to test this.
All the MS365 apps work on my laptop, but none work on my wife's desktop. I have the same issue when I try opening Word/Excel on her machine using my Microsoft account. I'm reluctant to try using her Microsoft account on my laptop for fear of losing my access to 365 apps.
I have screenshots of the website errors when I try accessing accounts.microsoft.com on both our machines with the trace Id. I also have a Robust Office Inventory scan from the GetHelp app.
It's going to take a few hours again with the chat help to get them to reopen the ticket. They always want to go through their entire debug scripts.
