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Problem - "Sorry, another account from your organization is already signed in on this computer"

Solution: Clear the Keychain (OSX/Mac only)

This message appears when another account is still active on your computer. This is solved by clearing the Keychain:

  1. Click the magnifying glass in the top right corner of the screen.

  2. Search for Keychain Access and click the result.

  3. In the Keychain Access search bar, type Office.

  4. Delete any entries that are found.

  5. Close Keychain Access and sign into Office 365 Education.

Problem - "Product deactivated. To keep using Word without interruption, please reactivate now"

Solution: Sign into your account

This message appears when Office 365 Education is not connected to your student email or is connected improperly.

  1. Click File at the top of the screen
  2. Click Sign In under the Product Deactivated notice
  3. For your email address, enter your bearpass login followed by @
  4. Click Next and enter your email password.

    Your email password may be different from your bearpass login password. You can change it at

  5. Click Sign In. Your account will now sync and the message will disappear.

    If you are able to log in but your account does not sync the first time, try again with the same information.

Problem - My issue is not resolved by the above methods

Solution: Repair Office 365

If your issue is not resolved by the above methods, you can attempt to repair Office 365 Education.

  1. Press the Windows key or click the Windows icon on the lower left-hand side of the screen to go to the Start Menu.
  2. In the Start Menu, type Control Panel and open the result.
  3. In the Control Panel window, select Programs > Programs and Features.

  4. Find Microsoft Office 365 Education ProPlus in the list.
  5. Right click Microsoft Office 365 Education ProPlus and select Change.
  6. If you have a stable internet connection, it is recommended that select Online Repair.

    A Quick Repair will take less time and does not require an internet connection, but it may not resolve all issues.



For questions or comments, contact the Computer Services Help Desk