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Unable to install apps from https://portal.office.com/account#

Darren Woods 0 Reputation points
2026-05-13T16:02:54.85+00:00

I click on the buttons and they just disappear.

Tried multiple browsers, chrome edge Firefox, all the same.

204 response in browser console.

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Microsoft 365 and Office | Install, redeem, activate | For business | Other
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  1. Darren Woods 0 Reputation points
    2026-05-14T08:06:59.0066667+00:00

    Suddenly started working this morning, thanks for your responses @Kai-L

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  2. Kai-L 13,705 Reputation points Microsoft External Staff Moderator
    2026-05-13T16:35:18.64+00:00

    Dear @Darren Woods,

    Good day, and I appreciate the clear explanation of your concern. As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to investigate and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users. From your description and my research, it appears the server is successfully receiving the install request, but the frontend (UI) may not be processing the response correctly, resulting in the install button disappearing without initiating the download.

    Please try the following steps to see if they help:

    1.Clear browser cache and cookies

    In Edge / Chrome:

    • Press Ctrl + Shift + Delete
    • Select Cached images and files + Cookies and other site data
    • Set the time range to All time, then click Clear data
    • Then go back to portal.office.com and try installing again.

    2.Try Incognito / Private Mode

    • Press Ctrl + Shift + N to open Incognito
    • Log in and try installing
    • If it works in Incognito, then an extension is likely interfering.

    3.Disable browser extensions

    Temporarily disable all extensions, especially:

    • Ad blockers
    • VPN / Proxy extensions
    • Grammarly, LastPass, etc.

    4.Refresh local authentication data

    • Sign out completely from all Microsoft services.
    • Clear the Microsoft Office identity cache:
    • Close all Office apps
    • Press Windows + R, type the following and press Enter: %localappdata%\Microsoft\Office\16.0\Licensing
    • Delete everything inside this folder.
    • Restart computer and try again.

    5.Alternative installation method

    If the portal installation continues to fail, you may consider using the Office Deployment Tool, which can be more reliable in certain environments: Overview of the Office Deployment Tool - Microsoft 365 Apps | Microsoft Learn

    I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. Thank you for your patience and understanding. If you have any questions or need further assistance, please feel free to share them in the comments so I can continue to support you. I'm looking forward to your reply.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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