Microsoft Pauses KB5002907 Update Following Widespread Office License Issues
Microsoft has temporarily halted the distribution of the KB5002907 update after numerous users reported that the optional update caused perpetual installations of Office 2016 and Office 2019 to become unlicensed or, in some cases, completely removed from their systems. The update, released around September 23, 2026, was designed to assist users with Microsoft 365 Apps installations that had not been updated in over 90 days.
According to the official release notes, KB5002907 is intended only for Windows PCs running Microsoft 365 Apps on the Current Channel or Monthly Enterprise Channel that are more than 90 days out of date. Microsoft emphasized that the update is optional and does not install automatically through Windows Update.
MSP Reports Sudden License Failures Across Multiple Customers
Christian Van Hautte, who manages an MSP in Belgium, was among the first to alert BleepingComputer to the issue. He reported that five unrelated customers contacted his company within approximately ten minutes on September 24, 2026, describing sudden activation failures across dozens of PCs.
All affected systems were running perpetual (one-time purchase) versions of Office 2016 or Office 2019 Home & Business. Users observed that their installations displayed an "Unlicensed Product" status, despite having valid, long-held product keys. Van Hautte confirmed that re-entering the original product key restored activation on the affected machines.
However, Van Hautte also noted a contradiction: although KB5002907 is listed as an optional update, it appeared to install automatically on his customers’ devices. Further investigation suggested that the update may trigger a removal and reinstallation—or migration—of the existing Office installation as part of its process.
Update Process Risks Failure on Mixed-Bitness Systems
Van Hautte warned that the update’s reinstall mechanism can fail on systems with mixed Office component architectures. Specifically, when a 32-bit version of Office 2016 or 2019 is installed alongside a 64-bit component such as Microsoft Access Runtime, the update process may remove the existing Office suite but fail to reinstall it successfully.
This occurs because Microsoft Office setup does not permit the coexistence of 32-bit and 64-bit Office products. In such cases, the device may be left without any functional Office installation. Microsoft has not officially confirmed that mixed-bitness installations contribute to this behavior.
Broader User Reports Confirm Widespread Impact
Following Van Hautte’s report, similar incidents began appearing on Reddit, Microsoft forums, and other administrator channels. One Reddit user described multiple Office 2019 installations becoming deactivated overnight, noting that re-entering product keys restored activation on some devices, while others required signing into a Microsoft account and manually selecting the license.
Another administrator reported that several customers experienced complete removal of Office 2016 and Office 2019, with one user stating: "My Office 2019 and dad's Office 2016 installs both got nuked overnight... both are 100% legit keys purchased long ago."
Microsoft Acknowledges Issues and Confirms Pause
After being contacted by BleepingComputer, Microsoft confirmed it had paused the rollout of KB5002907 while investigating the reports. A spokesperson stated: "We are aware of these reports and have paused the update while we investigate. Additional customer guidance will be communicated via appropriate channels."
The company subsequently updated the KB5002907 support bulletin to reflect the situation, noting: "Microsoft is investigating reports of unexpected results on some devices running Office 2016 or Office 2019 after this update is installed. To prevent additional devices from being affected, we have paused the rollout of this update."
Microsoft Provides Guidance for Affected Users
Microsoft confirmed that the update can cause two distinct outcomes. In most cases, Office appears unlicensed, and users are advised to reactivate their installation by entering their original product key. In what the company describes as "rare cases," Office may be removed entirely from the system.
For users experiencing complete removal, Microsoft recommends downloading and reinstalling their purchased copy of Office 2016 or Office 2019 from their account or original media. The company reiterated that KB5002907 remains optional and is no longer being offered via Windows Update pending further investigation.
Source: BleepingComputer