Microsoft Office 2013/16 - Cannot find your license [SOLVED]

[Barb@Invincea]

Hello Rmar,

The Sandbox folder (typically located under C:\Sandbox) will still be on your system even after you uninstall Sandboxie. Please create a new Sandbox to see if that helps alleviate the issue with Office.
If you are still receiving the error in a new sandbox, could you please re-post the output of your Resource Access Monitor? The more information we can gather, the better chances we'll get at figuring out what's causing the issue for you.

Regards,
Barb.-

[Bliepo]

It is probably related to corrupted Sandbox files, if using a new Sandbox (or deleting the contents) fixes the problem.

Unfortunately, that doesn't seem to be the case. Using a new sandbox or deleting the contents does *not* fix the issue.

As for the second issue, the blank theme options work if you cycle thru them and select something (without being able to see what you are choosing).

Yes, I had in fact noticed that the themes do actually work when you cycle trhough them, even when not being able to see the options. That was however not why I posted that particular screenshot. As far as I'm concerned, the themes being 'invisible' is just a minor and unimportant cosmetic issue.

The real issue is the account info. When Word runs outside the sandbox (left picture) it shows the user information ("Gebruikersgegevens" in Dutch) and product information ("Productgegevens" in Dutch). When Word runs inside the sandbox (remember, this was a newly created sandbox which had all settings on the defaults) however, it does not show the user information and product information. I suspect that this is related to the issue.

We will update this post as soon as new information becomes available.

Thanks!

[Rmar]

The Sandbox folder (typically located under C:\Sandbox) will still be on your system even after you uninstall Sandboxie. Please create a new Sandbox to see if that helps alleviate the issue with Office.

I was careful to delete Sandboxie in its entirety (including the Sandbox folders). Everything was fresh when I re-installed, including new Sandbox folders.

My situation is pretty much the same as that reported by Bliepo. When I run Outlook (or any of the other Office 2013 applications) outside Sandboxie the Office Account Page displays the product information and a note that the product is activated. When I run it under Sandboxie the Office account page does not display any of this information. This suggests, I guess, that there is a licence file somewhere that Office needs to verify but cannot access when Sandboxed.

I've attached the output of Resource Access Manager with Outlook running in the sandbox.

Code: Select all

Clsid       -------------------------------
File/Key    -------------------------------
Image       -------------------------------
Ipc         -------------------------------
Ipc         \BaseNamedObjects\[CoreUI]-PID(3456)-TID(4000) 81f0ecce-6a2d-49b1-ba7a-4205f634a2a3
Ipc         \Sessions\1\BaseNamedObjects\MSSPHTB_Alive15
Ipc         \Sessions\1\BaseNamedObjects\MSSPHTB_MAPIPH_Alive
Ipc         \Sessions\1\BaseNamedObjects\MSSPHTB_MAPIPH_Alive15
Pipe        -------------------------------
WinCls      -------------------------------

[Barb@Invincea]

Rmar, Bilepo,

Just to be clear, the initially reported issue is no longer happening (after creating a new Sandbox?) :

When I run Outlook 2013 under Sandboxie the application closes after a few moments with the message "Microsoft office cannot find your license for this application"

The current problem is the empty sections in the Accounts section, correct?

Regards,
Barb.-

[Rmar]

Hello Barb

The problem for me is exactly as I reported in my first post. When I run Outlook 2013 under Sandboxie the application closes after a few moments with the message "Microsoft office cannot find your license for this application". Deleting and reloadind Sandboxie (including the Sandbox folders) has changed nothing.

My information about the empty sections in the Office accounts page is not in itself the problem. It is a symptom of the problem and I mention it only because it might help to identify the cause.

[Bliepo]

No, the current problem (for me at least) is still the same, Outlook still says it's unlicensed in the window title and closes after a few moments. It looks like this (I Googled this screenshot, it's not mine):



It looks exactly the same in my case, except for the language (since mine is Dutch) and the fact that the screenshot shows an Outlook version for non-commercial use, my Outlook version doesn't show that. Error is the same, clicking Repair now doesn't help. I'd say it takes about 5 minutes for the error to appear. And just for the sake of completeness how it looks in my Outlook (I dragged the error window obviously):

Naamloos.png (6.9 KiB) Viewed 2869 times

[Barb@Invincea]

Rmar,

Thanks for clarifying. I talked to the devs and they would like for you to provide a Procmon log, so that they can review it.

Here's how to get the log:
Download Procmon via: https://technet.microsoft.com/en-us/sys ... nitor.aspx
Launch procmon, reproduce the issue in SBIE, stop procmon (hit the magnifying glass) .
Go to File-->Save and upload the log (you may need to use a free file hosting site as the logs tend to be big).

Regards,
Barb.-

[Bliepo]

I could also provide a procmon log. Just say the word.

EDIT: I noticed something of interest just now. I deleted the "mailbox" sandbox in an effort to troubleshoot the issue further and recreated it. When I tried to open Outlook it gave an error that it couldn't open Outlook. The only way to get it working is to launch it again while the old process still lingers in the box. If you terminate the lingering process before relaunching it, it won't work. Don't know whether this could be related.

[Barb@Invincea]

Hey there Bliepo,

Please do!

Regards,
Barb.-

[Bliepo]

Worked as fast as I could. Here you go: https://rhees.nl/owncloud/index.php/s/v6SAJUBZBkaoaCi

One more note. The first time Outlook is launched in a newly created sandbox, it will not display unlicensed product in the window title, but will show the error. After that it will show unlicensed product in the window title. Maybe the error causes the licensing issue, not the other way around?

[Rmar]

Hello Barb

Here is my ProcessMonitor logfile -

http://www.datafilehost.com/d/a0ad0a3d

[Barb@Invincea]

Bilepo, Rmar,

Thank you. The devs are going to review them and we will reply in this thread as soon as new information becomes available.

As an update, I received another Office 2016 update and I am now able to reproduce parts of the issue reported.
I get "We're sorry, but Word has run into an error that is preventing it from working correctly" and the options to Close/Repair after exactly 5 minutes of running an Office app.
So far, no license issues, but we are still looking into it.

Regards,
Barb.-

[Bliepo]

Any news?

[Rmar]

I made a clean install of Windows 10 Pro 1703 a few days ago after fitting a new hard drive. Out of interest, I installed Office 1013 and Sandboxie (paid) immediately after the Windows install. With absolutely nothing else on the drive (no data, no other programs and no changes to the default Windows settings) the license problem appeared as soon as any of the Office apps were run under Sandboxie.

[Barb@Invincea]

All,

Unfortunately, we do not have any news regarding this issue.
Devs are still working on it (thank you for your PML logs).

Regards,
Barb.-