Hi Tom,
We fully
understand your anxiety when encountering this kind of issue. Sincerely sorry
for all the inconvenience. In the current situation, would you mind our
collecting some information first, so we could clearly understand the issue,
while try narrowing down the root causes?
1. Does
the software downloading page show a message Setting up Office as the screenshot below?
2. When did
you sign up for this Office 365 account before paying for it?
3. Does
the issue occur to other users in your organization? If so, how many users are
affected by this issue?
4. Would
you please offer us your Office 365 tenant?
To protect
your data security, I have sent you a Private Message querying for the above
information. You can follow the steps below to reply to it:
• Go to
the Your details section
on the right side of the community site
•
Click Private messages
• Click
the subject title Collect Information to
read the message
• You can
reply by using the form in this display
•
Click Submit Reply
All this
information helps us a lot during our further investigation. All your time and
patience are highly appreciated.
Best
Regards,
Ella Huang