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Unable to Download Office Apps from Microsoft 365

Brooklynn Allen 40 Reputation points
2025-11-17T10:22:14.3866667+00:00

Hi, I’d like to ask if there are currently any known issues affecting Office apps. My tenant has Business Enterprise and E5 (no Teams) licenses, which include the Office apps. However, today more than 17 newly onboarded employees reported that they are unable to download the Office apps from the Microsoft 365 portal, even though their accounts have been correctly assigned licenses, all of them use Macbook MDM

The issue is that when they click Download, the loading icon keeps spinning and the download never starts, even my network status is very good (maintain 829mb/s for downloading)

Could someone help me troubleshoot this? Thank you

Microsoft 365 and Office | Install, redeem, activate | For business | MacOS
Answer accepted by question author
  1. TiNo-T 9,275 Reputation points Microsoft External Staff Moderator
    2025-11-17T11:39:29.9033333+00:00

    Dear @Brooklynn Allen,

    Thank you for contacting Microsoft Q&A Forum!

    Based on your description, to help narrow down the issue, could you confirm two things for me:

    1.On your MacOS devices (without using Windows Virtual), are you able to download and install Office apps normally from the Microsoft 365 portal? See these articles for more insights:

    2.If you test on a native Windows device, does the download process work as expected?

    This will help me determine whether the problem may be specific to the virtualization setup or something broader.
    While you retry again, please make sure that there is no browser-related issues:

    • Clear cache and cookies or try a different browser (Safari > Chrome or Edge). Also, using private/incognito mode (Ctrl+ Shift + N on Windows or Cmd + Shift + N on Mac).
    • Disable any extensions that might block downloads.
    • If using Safari, ensure pop-ups and downloads are allowed.

    In the meantime, I found these articles that may be related to your case, you can take a look in them:

    Please kindly take time to check them and I'm looking forward to your update. Hope this helps!

    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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  1. Q&A Assist
    2025-11-17T10:22:29.2533333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    It seems that you are experiencing issues with downloading Office apps from the Microsoft 365 portal, despite having the correct licenses assigned. Here are some troubleshooting steps you can consider:

    1. Check License Assignment: Ensure that the licenses for the Office apps are properly assigned to the new users. You can verify this in the Microsoft 365 Admin Center under Users > Active users. Select a user and check the Licenses and apps section to confirm that the necessary licenses are enabled.
    2. Browser Issues: Sometimes, browser settings or extensions can interfere with downloads. Try using a different browser or clearing the cache and cookies of the current browser.
    3. Network Configuration: Even though your network speed is good, ensure that there are no firewall or security settings that might be blocking the download. Check if there are any restrictions on downloading files from the Microsoft 365 portal.
    4. MDM Configuration: Since the users are on Macbook MDM, verify if there are any policies that might restrict downloading applications. Consult with your IT department to ensure that the MDM settings allow for the download of Office apps.
    5. Try Different Devices: If possible, test the download on a different device to see if the issue persists. This can help determine if the problem is specific to the Macbooks.
    6. Contact Microsoft Support: If the issue continues after trying these steps, consider reaching out to Microsoft support for further assistance, as they may have insights into any ongoing issues affecting downloads for Office apps.

    These steps should help you troubleshoot the download issues your new employees are facing.

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