Error when attempting to edit, save, or create a document on Mac devices

Self-Help Article (External)

Purpose

This self-help article will help Students, Staff, Faculty, and Alumni to edit, create, and save a document for Word, Excel, and PowerPoint on a Mac device.

Requirements

Step-by-Step Procedures

1. Make sure your device is updated to macOS 14 or newer. 
   1. To update your device, you will go to the Apple menu in the top-left corner of your screen.
   2. Navigate to System Settings > General > Software Update.
   3. Install any available software updates. If your system states it is "up to date" but you are on macOS 13 or lower, your device may be older than 2018 and will have to use the web version of Microsoft Office.
2. Update Microsoft Office
   1. Your Office suite must be updated to Version 16.83 or later to process the new license keys.
   2. Open Microsoft Word and log in using your university credentials (O-key).
   3. Select Help in the top Mac menu bar and select Check for Updates.
   4. When the Microsoft Auto update tool launches, click Update All.
   5. Once completed, close Word entirely.
3. Clear Corrupted License Caches
   1. If you have updated your Mac and Office apps but you still aren't able to edit, save, or create a document your devise is holding onto a old, expired security token.
   2. You will need to Force Quit all the Office apps. To do so ensure Word, Excel, and PowerPoint are completely closed by pressing Cmd + Q inside each app.
   3. Open Finder
   4. Go to the home icon.
   5. Go into the library folder or copy and paste: ~/Library/Group Containers 
   6. Locate these three specific folders below by the search tool and move them to your Trash: 
      • UBF8T346G9.ms
      • UBF8T346G9.Office
      • UBF8T346G9.OfficeOsfWebHost
   7. Right-click the files, select Empty Trash.
   8. This will remove the old license.
   9. If Library is hidden
   10. Go into finder and to the home icon.
   11. Press Command + J to open View Options.
   12. Check the box for Show Library Folder to make it visible permanently. 
   • (Note: This resets your license configuration; it will not alter or remove your documents).
4. Reboot
   1. Restart your device.
5. Log in and Re-authenticate with Your O-Key Account
   1. Log in to the device.
   2. Reopen Microsoft Word.
   3. Click Sign In when prompted.
   4. Log in using your official campus email address connected to your O-Key credentials. Do not use a personal account (such as Gmail, Hotmail, or a personal Outlook profile).