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We've purchased 2 copies of Office 2019, and after wasting 2.5 days on the phone with Microsoft support--it still won't load on a brand new laptop. Various error messages as the techs changed the configuration file--mostly that the "update channel" was not valid. Anyone have any suggestions?
Your post may be moved as the issue is not a problem with the TechSoup program, but rather your hardware or software.If you have been working with Microsoft for 2.5 days and have various error messages I doubt that any one person on these forums will have a specific answer for your problem. Clearly it's a complicated problem and anyone trying to help you will need to ask a lot of questions just to get started.
I would ask Microsoft to escalate this issue to a higher level of tech support. I would have recommended that after the first day. :-)
Because you say it is a brand new laptop then I would suspect the issue is related to something on that laptop which Microsoft has not encountered before. Because of this I would also consider getting the tech support of the laptop involved. If Office 2019 cannot be correctly installed on their machine, they should consider that a serious problem can can affect their sales once word gets out. It may not be their fault or even their responsibility, but something about their machine is a problem and it's very reasonable to ask for their help.
The only thing to be careful of is that you don't get Microsoft blaming the manufacture and vice versa. They need to work together to get you, the customer, taken care of. In the worst case situation, you may need to get a different laptop that Microsoft can confirm won't cause any problems.
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