Troubleshooting MS Office Install issues (MSI & Click-to-Run)

Here’s a shortlist of some useful troubleshooting techniques, divided into two sections according to the two main types of MS Office Installations:

MSI: “Traditional” Windows installer
Click-to-Run: Office 365 installed MS Office

MS Office MSI Install Troubleshooting

“Verbose logging” is a setting that exposes more information during the installation process. It will capture “warning” as well as “error” messages that provide us with clues to your problem. To do onetime verbose logging:

Diagnosing When Setup Stops Responding At times, Office Setup stops responding (hangs), and you do not receive any error message. The best thing to do in this situation is to restart your computer, and run Office Setup again with complete verbose logging turned on (with one additional option). To do this, start Office Setup. To do so, follow these steps:

  1. Click Start, and then click Run.
  2. In the Open box, type the following command line, and then click OK:

pathSetup.exe /L*v! C:Verboselog.txt

Note that Path is the full path of your Office source location.

To enable Windows Installer logging yourself, open the registry with Regedit.exe and create the following path and keys:

HKEY_LOCAL_MACHINE\SoftwarePolicies\Microsoft\WindowsInstaller

Reg_SZ: Logging Value: voicewarmupx

The letters in the value field can be in any order. Each letter turns on a different logging mode. Each letter’s actual function is as follows for MSI version 1.1:

v – Verbose output
o – Out-of-disk-space messages
i – Status messages
c – Initial UI parameters
e – All error messages
w – Non-fatal warnings
a – Start up of actions
r – Action-specific records
m – Out-of-memory or fatal exit information
u – User requests
p – Terminal properties
+ – Append to existing file
! – Flush each line to the log
x – Extra debugging information. The “x” flag is available only on Windows Server 2003 and later operating systems, and on the MSI redistributable version 3.0, and on later versions of the MSI redistributable.
“*” – Wildcard, log all information except for the v and the x option. To include the v and the x option, specify “/l*vx”.

Note This should be used only for troubleshooting purposes and should not be left on because it will have adverse effects on system performance and disk space. Each time you use the Add/Remove Programs tool in Control Panel, a new Msi*.log file is created.

When looking through the MSI logs we will typically want to look for a value 3 entry in the logs. Windows installer returns codes during the install which will indicate if a particular function was successful or not.

Value 1 = Success
Value 2 = Cancel
Value 3 = Error

Note: make sure to turn off verbose logging after you are done.

Enable verbose logging before collecting the log files.

  1. Click on Start -> All Programs
  2. Accessories -> RUN
  3. Type reg add HKLMSOFTWARE\Microsoft\ClickToRun\OverRide /v LogLevel /t REG_DWORD /d 3
  4. Click on OK.

Now try to install Microsoft Office 2016 to get the error message so that the log files get created.

Follow the steps below to access the ‘Temp’ folder.

  1. Click on Start -> All Programs
  2. Accessories -> RUN
  3. Type %temp%  -> Click on OK

The following are the log files that may be present in the %windir%temp folder (c2r is for Click to Run):

Bootstrapper*.log
c2r_*.log
C2RIntegrator*.log
Firefly*.log
Integratedoffice.exe_c2r*.log
Interceptor*.log
*.exe.log
*_c2rdll*

For MSI, “Normal”, installations the log files will look like MSI****.LOG

Further References:
http://support.microsoft.com/kb/2545723 – “Fix Its” to turn logging on and off
http://blogs.technet.com/b/odsupport/archive/2010/12/30/trouble shooting-office-installation-failures.aspx Office 2003-2010, analyse log
http://support.microsoft.com/kb/223300 – “Fix It” enable XP, Server 2003-8
http://support.microsoft.com/kb/826511 – help interpretting logs
http://technet.microsoft.com/en-us/library/cc978342.aspx

MS Office Click-To-Run Install Troubleshooting

The following steps show you how to enable verbose logging to help you troubleshooting Office 365 install/update failures.

To enable verbose logging, launch cmd as administrator and run the following command:

reg add HKLM\SOFTWARE\Microsoft\ClickToRun\OverRide /v LogLevel /t REG_DWORD /d 3

ULS log file is created both in the %temp% folder and the %windir%\temp folder.  The file name is of the following format:

<machinename>-<date>-<time>.log

For example Keith-201420141610-1434.log.  Once these logs have been retrieved and analyzed, verbose logging should be disabled by running the following command from an administrative command-prompt:

reg delete HKLM\SOFTWARE\Microsoft\ClickToRun\OverRide /v LogLevel /f

The log output is in ULS format.  Opening the log file in Excel will help you with filtering the data.  First, you want to look for is the term “unexpected”.  You can look for “Fail” and /or “Error”

When Attempting to Install Office 365 Directly from the Office Portal

Most end user issues with installing/activating Microsoft Office 365 from the Office Portal are proxy/firewall related.  Follow the steps above to review log files.

Process Monitor and Fiddler are also great tools to use for troubleshooting Office 365 ProPlus installation and activation errors. If possible, try to test using a less restricted proxy/firewall.  If the activation is successful on another network, you may need make adjustments to your proxy/firewall settings.

The following article can help you with determining the IP address and URL exceptions you might need to add:

Start by white listing or adding exceptions for the IP addresses and URLs under “Office 365 ProPlus”.  If you continue to have problems, add the URLs under the “Office 365 portal and identity” section.

If still have problems, try the following:

MS Office MSI Install Troubleshooting

“Verbose logging” is a setting that exposes more information during the installation process. It will capture “warning” as well as “error” messages that provide us with clues to your problem.

To do onetime verbose logging:

Diagnosing When Setup Stops Responding At times, Office Setup stops responding (hangs), and you do not receive any error message. The best thing to do in this situation is to restart your computer, and run Office Setup again with complete verbose logging turned on (with one additional option). To do this, start Office Setup. To do so, follow these steps:

  1. Click Start, and then click Run.
  2. In the Open box, type the following command line, and then click OK:

pathSetup.exe /L*v! C:Verboselog.txt

Note that Path is the full path of your Office source location.

To enable Windows Installer logging yourself, open the registry with Regedit.exe and create the following path and keys:

HKEY_LOCAL_MACHINE\SoftwarePolicies\Microsoft\WindowsInstaller

Reg_SZ: Logging Value: voicewarmupx

The letters in the value field can be in any order. Each letter turns on a different logging mode. Each letter’s actual function is as follows for MSI version 1.1:

v – Verbose output
o – Out-of-disk-space messages
i – Status messages
c – Initial UI parameters
e – All error messages
w – Non-fatal warnings
a – Start up of actions
r – Action-specific records
m – Out-of-memory or fatal exit information
u – User requests
p – Terminal properties
+ – Append to existing file
! – Flush each line to the log
x – Extra debugging information. The “x” flag is available only on Windows Server 2003 and later operating systems, and on the MSI redistributable version 3.0, and on later versions of the MSI redistributable.
“*” – Wildcard, log all information except for the v and the x option. To include the v and the x option, specify “/l*vx”.

Note This should be used only for troubleshooting purposes and should not be left on because it will have adverse effects on system performance and disk space. Each time you use the Add/Remove Programs tool in Control Panel, a new Msi*.log file is created.

When looking through the MSI logs we will typically want to look for a value 3 entry in the logs. Windows installer returns codes during the install which will indicate if a particular function was successful or not. Value 1 = Success Value 2 = Cancel Value 3 = Error

Note: make sure to turn off verbose logging after you are done.

Enable verbose logging before collecting the log files.

  1. Click on Start -> All Programs
  2. Accessories -> RUN
  3. Type reg add HKLMSOFTWARE\Microsoft\ClickToRun\OverRide /v LogLevel /t REG_DWORD /d 3
  4. Click on OK.

Now try to install Microsoft Office 2016 to get the error message so that the log files get created.

Follow the steps below to access the ‘Temp’ folder.

  1. Click on Start -> All Programs
  2. Accessories -> RUN
  3. Type %temp%  -> Click on OK

The following are the log files that may be present in the %windir%temp folder (c2r is for Click to Run):

Bootstrapper*.log
c2r_*.log
C2RIntegrator*.log
Firefly*.log
Integratedoffice.exe_c2r*.log
Interceptor*.log
*.exe.log
*_c2rdll*

For MSI, “Normal”, installations the log files will look like MSI****.LOG

Open the command prompt (run as administrator), and use the following command to import the manual proxy settings from IE:

netsh winhttp import proxy source=ie

Now rerun the install/update

To reset winhttp back, run the following command:

netsh winhttp reset proxy

Most failed installs directly from the Office portal that are proxy related, usually fail pretty quick and usually with an error like this:

“Sorry, we ran into a problem Go online for additional help. Error Code: 30174-4.”

Or When attempting to update a client that is looking to the Office portal for updates will get something like this:

“Something went Wrong: We’re sorry, we ran into a problem while downloading updates for Office. Please check your network connection and try again later. Error Code: 30088-28 or 30088-27”

Developing Microsoft SharePoint Server 2013 Core Solutions video online now

11-8-2013 6-39-49 PM Are you a developer for the Microsoft platform, interested in helping your organization collaborate and manage workflow using SharePoint solutions? Take this course to learn the core skills common to most SharePoint development activities. Find out how to work with backend data and front end user interfaces and security. You’ll get some guidelines and best practices that will help you optimize your SharePoint applications. You’ll see some cool demos that will show you how to create an app, deploy it to a catalog, and install it. And you’ll see workflows inside the dramatically enhanced SharePoint Designer. This Jump Start will help you prepare for Exam 70-488.

Instructors | Chris Johnson – General Manager, Provoke Solutions Inc.; Consultant; Christopher Harrison – Microsoft Certified Trainer

Related Exam(s) | 70-488: Developing Microsoft SharePoint® Server 2013 Core Solutions Associated Course(s) | 20488: Developing Microsoft SharePoint® Server 2013 Core Solutions

Go to the page linked below and sign up for a free MVA (Microsoft Virtual Academy) account and get started:

11-8-2013 6-36-27 PM

Local Union works anywhere with Office 365

cupe_401_logoOffice 365

CUPE (Canadian Union of Public Employees) is the largest labour union in B.C. and in Canada, representing workers in municipalities, education, libraries, universities, colleges, social services, health care, public utilities, transportation, emergency services and airlines and around 680,000 members across Canada.

The Union local in itgroove’s area of Canada (Vancouver Island) is CUPE Local 401. Until recently, they had a single Microsoft SBS (Small Business Server) located in their office. SBS 2011 delivered Exchange, SharePoint (2007), File Sharing, MS SQL, Active Directory and is an all-in-one, more cost-effective package – on average  45% cheaper than licensing those components individually would cost.

The problem was SBS has been effectively morphed into Windows Server Essentials, which removes key components such as Exchange and is also limited to 25 users instead of the 75 permitted by SBS 2011.

CUPE Local 401’s SBS server had many happy years, allowing Exchange-powered email, basic file collaboration, and simple team sites in the Windows SharePoint Services portal. The local came to rely on it as their centralized portal and the bulk of the organizations digital assets orbited the system.

Times change however, and in addition to just general software lifecycle pains, new requirements come up. There became an obvious need for new functionality:

– Workflows to run procedural business processes
– Mobile access so staff members can work on the go
– Simplified enterprise backup of all their data, moving away from on-site managed backup
– Easier collaboration in team sites with more/new functionality
– Instant Messaging so staff members can streamline communications

Additionally, CUPE Local 401 maintained a public website using the Joomla CMS.  However it was generally regarded as not very usable for their staff to edit and update content – in fact, they had all but abandoned trying to update their website content themselves. The learning curve was simply too high for them to absorb how to use yet another software system (Joomla).

So when it came time to look at bringing CUPE Local 401’s systems up to date, there was one clear, cost-effective solution: Office 365.  Working with Bob Palmer, the Secretary Treasurer at CUPE 401, itgroove formulated a migration plan for CUPE Local 401 to move into the Office 365 Cloud, and since then there has been no looking back.

In the first phase, we quickly signed up the required user accounts on their new Office 365 presence. Since Office 365 is licensed on a per-user basis, it was determined they required a mixture of Enterprise E3 and Enterprise K1 (Kiosk) user accounts. The executive and staff members that required full Office 365 functionality including being able to download the Office 2013 desktop software would get the E3 accounts, and those members who only needed email access and lighter functionality went on the K1 plan.

Our in-house Office 365 specialist (and Exchange whiz), Jeremy Dahl, worked to backup each users local Outlook mailbox and then migrate them into their new Office 365 Exchange system. It’s good to have a pro stick-handle this phase as users tend to do all kinds of crazy stuff with their Outlook inboxes over the years, including letting them grow to huge file sizes by using email inappropriately as a file transfer method. 🙂

Next, we used the great ShareGate to migrate their SharePoint 2007 portals from the SBS server into their new cloud-based SharePoint 2013 team site. Once again – for a simple migration you should be able to get the job done with ease. When it comes to moving many years’ worth of organizational data, even when you have access to semi-automated tools like ShareGate, it’s best to have a SharePoint pro involved so that you can ensure maximum fidelity with your SharePoint migration. Sometimes it’s less of a technical issue and more of “do we really need those 2 gigabytes of old files, in our new SharePoint?”.

The next step was to create their new public website. All Office 365 plans include one public SharePoint-powered website.  We quickly sourced a 3rd party theme to apply to the out-of-the-box look and feel of the site and in addition to the content pages, added a couple 3rd party Apps from the new Office SharePoint Apps store. These Apps increased the site’s functionality by providing a blog aggregator on their homepage, and a “Latest Events” calendar rollup web part.

CUPE Local 401 members were pleasantly surprised to find that a full Blog system comes baked into the public website and were in no time posting news from their executive to their members. They are now working with itgroove to flesh out a communications strategy which includes new blog posts getting automatically posted on Facebook & Twitter – eliminating the need for the staff chore of re-posting news releases and content on many different websites.

CUPE-401 Office 365 Public Site Homepage
CUPE-401.com Public Office 365 Website

We’ve experienced that customers that formerly had WordPress or Joomla are updating their content on their own in their new SharePoint portal with much more ease. The secret? It’s the Ribbon. They were already familiar with the Ribbon in Office (and possibly their SharePoint Team Sites) and this was such a simple extension of that knowledge that these formerly “technically intimidated” users are updating their own website content.

CUPE Local 401’s case has been a prime example of this effect: staff members of various technical aptitude levels express that they feel more comfortable using the new Office 2013 UI and can accomplish more before getting “stumped” and having to refer to the help section or seeking professional advice. This is an essential trait of a usable CMS.

CUPE Local 401 now has one centralized dashboard for all their systems, and no longer has to have someone manage backups for them as all their data is secure in Microsoft’s tier-1 datacenters. Health indicators show if there’s any problems with the global networks, with detailed descriptions of what the response is and what to expect, should glitches ever occur. They also now have 24/7 support for free in case there is an after-hours or weekend issue that we at itgroove cannot help them out with, or even if they just have simple questions about how to use Office 365.

CUPE Local 401 Office 365 Aministration Dashboard
CUPE Local 401’s Office 365 Administration Dashboard

We asked some key questions of Bob Palmer from CUPE Local 401, so he could share CUPE Local 401’s experience with their move to Office 365 cloud firsthand:

Q1- How has Office 365 made it easier for you to accomplish CUPE work anywhere?

“All staff & executive members access Outlook Web Access, the SharePoint team sites from both inside the office and out. The mobile experience with SharePoint and the webmail is great and lets us be mobile. We are just getting started with using Lync as our instant messenger service and so far it seems to be a great option for communicating and doing remote meetings.”

Q2- What is your favourite Office 365 feature?

“Integration. The fact that we now have one style of system which manages our intranet, our public site and our email is great. And we now rolling out SharePoint Workflows.”

Q3- Does an Office 365 subscription allow you to get more work done outside the office?

“It’s easier by far to access. We previously were having to make concessions like having people use remote desktop to access certain systems. Now everything is all available and accessible to everyone in the organization. It’s easy to navigate and easy to use.”

Q4- Since you have an Enterprise E3 license that allows up to 5 installs of the desktop Office 2013 per user account (including on home devices) – Does your family use it?

“Yes – in addition to my workstation at the office, I have an additional install of Office 2013 on my personal laptop which orbits work and home.”

In conclusion, the move to Office 365 has been a positive experience for both itgroove (as the IT Service Partner for CUPE Local 401), and the client themselves. While there’s some nostalgia about retiring the traditional on-premise server model, ultimately the Cloud model can maximize the business goals of small business clients by reducing infrastructure, maintenance and support footprints. Having a trusted IT partner to provide guidance will never go out of style but the Office 365 advantage is that we can focus on offering clients like CUPE Local 401 help where it’s really needed such as designing workflows, business intelligence and training.