How to troubleshoot the installation of Office 2000 SP2 by using the log file (279299)

MORE INFORMATION

All Microsoft Office 2000 updates that were released after the Office 2000 Service Release 1 (SR-1) update create log files in the \Temp\OfficeHotfix folder. This includes Office 2000 SP-2. The log files have names similar to the following:

OFFICE 2000 SR-1 HOTFIX(####).LOG
OFFICE 2000 SR-1 HOTFIX(####)_MSIEXEC.LOG

NOTE: These numbers start at 0001 and are incremented each time you run any Office 2000 update that was released after the SR-1 update.

The first log file is created by the file Ohotfix9.exe, and the second log file is created by the Windows Installer. The matching pair of Setup and Windows Installer log files have the same number (####) in the log files name; therefore you can quickly match them.

Locate the SP-2 Update Log Files

Because the SP-2 update log file names are just like the names of any post SR-1 update log file, it will not be readily apparent which log files belong to your SP-2 update installation. The most logical way to identify the SP-2 update log files is by the number (####) in the log file names. The highest numbered pair belongs to the latest post SR-1 update installation.

Therefore, if you only installed the SP-2 update, these would be the correct log files. However, the definitive way to identify the SP-2 log files is to open the Ohotfix9.exe log file, OFFICE 2000 SR-1 HOTFIX(####).log, and look at the second line in the log file. By default, the Ohotfix9.exe log file contains the following string on the second line:

Command line: /c /t "Microsoft Office SP-2"

NOTE: If you pass a command-line switch to Ohotfix9.exe, you will not see /t "Microsoft Office SP-2" in the log file. Therefore, if you pass any switches to Ohotfix9.exe, it is recommended that you also pass the /t "Microsoft Office SP-2" switch.

Setup Switches

The switches for Sp2upd.exe are the standard IExpress package switches. However, Ohotfix9.exe, which is contained in Sp2upd.exe, also has its own switches, which can be passed to Ohotfix9.exe through the IExpress package command line. Therefore, to obtain a verbose Windows Installer log file (with the default Hotfix file name in the default OfficeHotfix folder), use the following command line, including the quotation marks:

SP2UPD.EXE /C:"OHOTFIX9.EXE /v"

NOTE: The OFFICE 2000 SR-1 HOTFIX(####).log file will continue to be created.

The following table contains other switches.

Switch   Function
------   ---------
/v       Creates a verbose log file called "OFFICE 2000 SR-1
         HOTFIX(####).LOG" in the temp folder. For example:

             <PATH>\SP2UPD.EXE /C:"OHOTFIX9.EXE /v" 

/t       Sets the title in the dialog box displayed when the SP-2 update 
         is finished or when it is canceled. If you pass a title with
         spaces on the command line with Sp2upd.exe, use double 
         quotes around the string, for example:

             <PATH>\SP2UPD.EXE /C:"OHOTFIX9.EXE /T ""MY NEW TITLE"""

/q       Quiet UI mode. Silent, with no user interface. However, if you 
         use the following command line, you receive two dialog boxes: 

            <PATH>\SP2UPD.EXE /C:"OHOTFIX9.EXE /Q"

         If you want a completely silent install, you also need to
         include /q for Sp2upd.exe.

            <PATH>\SP2UPD.EXE /Q /C:"OHOTFIX9.EXE /Q"

/r       Reduced UI mode. You see the final "success" dialog box and any
         errors.

/c       Extracts and copies the files in the IExpress package to the
         OFFICEHOTFIX folder. This can be used for situations where the 
         files are needed after a restart to complete patching. This must 
         be passed through the IExpress command line. For example:

            <PATH>\SP2UPD.EXE /C:"OHOTFIX9.EXE /C /V"

How to Troubleshoot with Log Files

As with the installation of Office 2000, a verbose log file is always the best log file to use for troubleshooting. Nevertheless, you can resolve many issues with a non-verbose log file.

How to Read the Log for Ohotfix9.exe

The Ohotfix9 log file, OFFICE 2000 SR-1 HOTFIX(0001).LOG, is a great place to begin your troubleshooting. It can tell you the following:

The build and version of Office that is being updated. The build is listed on the line similar to the following:
```
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
						
```
In this example, the build of Office that is being updated is 3821, which is the SR-1 version. If you see a build number that is lower than 3821, you will not be able to patch the product, because SR-1 is required to install the SP-2 update.

The patches contained in SP-2 that need to be applied. The following text from a Setup log file reveals that all 12 patches need to be installed:

Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\excel.msp 
{D598F6B6-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\frontpg.msp 
{D598F6BA-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\locale.msp 
{D598F6B2-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\off9misc.msp 
{D598F6B3-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\msaccess.msp 
{D598F6B8-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\mso9.msp 
{4FF7B230-9ECC-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\outlook.msp 
{9C647B90-9EDE-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\powerpnt.msp 
{D598F6B7-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\vbe6.msp 
{D598F6B4-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\winword.msp 
<BR/><BR/>{4DC29390-9BB4-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\word6cnv.msp 
{D598F6B9-9BA8-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.
Checking to see if the patch (C:\WINDOWS\TEMP\IXP000.TMP\msgr2en.msp 
{DC0B66C0-A08C-11D4-BE3A-00C04F020697}) is needed.
Matching Product: Microsoft Office 2000 SR-1 Premium, 
{00000409-78E1-11D2-B60F-006097C998E7}, Version 9.0.3821.0
        At least one product needs this patch.

NOTE: The preceding log file text is a truncated version of the actual log file. Some lines were removed to fit this article.

The SP-2 update actually applies the following patches:

Excel.msp
Frontpg.msp
Locale.msp
Msaccess.msp
Msgr2en.msp
Mso9.msp
Off9misc.msp
Outlook.msp
Powerpnt.msp
Vbe6.msp
Winword.msp
Word6cnv.msp

When you apply the SP-2 update, Ohotfix9.exe inspects your installation products and decides which of the patches need to be installed.

Successful Logging

One of the most important parts of reading Setup log files is the line that begins with the text "Patch applied". If the entire update process is successful, this line in the OHotfix9 log file will be:

Patch applied (0).

This line is followed by:

Searching installed products.
All the patches were installed successfully.
Microsoft Office 2000 SR-1 setup has completed successfully.

Your Setup log file can also contain the following:

Patch applied (1604).

This line is followed by about 20 more log lines. Eventually, you should see the following:

All the patches were installed successfully.
Microsoft Office 2000 SR-1 setup has completed successfully.

In this case, the 1604 error also indicates a successful update and can be ignored, because it means that the process was suspended, usually for a restart. To confirm that this error message was generated by a restart request, search the Windows Installer log file for "forcereboot". You should come across lines like the following:

Action 17:02:24: ForceReboot
Action ended 17:02:24: ForceReboot. Return value 4.

The return value of 4 indicates that the Windows Installer has queued itself up to continue after your computer is restarted.

Logging Failures in the Setup Log File

It is important to know what a failed installation looks like, in terms of the log file. If the update fails at any stage, you see a different error number on the "Patch applied" line. For example:

Patch applied (1603).

In this example, the 1603 error number equates to the following:

ERROR_INSTALL_FAILURE 1603 Fatal error during installation.

The error number listed on this line typically is 1603 anytime that the update process fails. Because the 1603 error is a generic failure error, you must open the corresponding Windows Installer log file to get the exact error and then troubleshoot based on that error number. See the next section, "Windows Installer Logging," for more information about how to read Windows Installer log files.

The "Patch applied" line in the Setup log file can show error numbers other than 1603. You should also check the Windows Installer log file for any relevant information.

Windows Installer Logging

If you receive an error message during the SR-1 update process, you should look at the Windows Installer log file, for example, Office 2000 SR-1 Setup(0001)_MsiExec.txt. Even if it is not a verbose log file, you can still diagnose and solve many problems. If practical, a verbose log file is always the best source of information for troubleshooting Windows Installer issues.

When you view a Windows Installer log file, you must use the same techniques described in the following Microsoft Knowledge Base article:

237957 How to use an Office 2000 Setup log file to troubleshoot Setup problems

This includes searching for the following:

The error number
Return value 3 or Return value 2

The Error Number

If you receive a Windows Installer error message during the update process, the error message probably will include an error number. For example, if you receive an error 2371, you may see the following text in a non-verbose log file:

Action 14:18:32: PatchFiles.
Internal Error 2371: Please contact product support for assistance.
Action ended 14:33:15: InstallExecute. Return value 3.

In this example, little information is provided before or after the 2371 error. The following text is taken from a verbose log file that was created on the same computer that generated the preceding non-verbose logging information:

MSI (c) (FB:DB): Executing op: PatchApply(PatchName=excel.exe,TargetName=C:\Program Files\Microsoft
Office\Office\EXCEL.EXE,PatchSize=1092915,TargetSize=7155757,PerTick=0,
IsCompressed=1,FileAttributes=5121,PatchAttributes=0)
1: C:\Program Files\Microsoft Office\Office\EXCEL.EXE 2: C:\Program Files\Microsoft Office\Office\ 
MSI (c) (FB:DB): Note: 1: 2318 2: C:\Config.Msi\PF9212.TMP 
MSI (c) (FB:DB): Note: 1: 2302 2: 0 
MSI (c) (FB:DB): Note: 1: 2371 2: C:\Program Files\Microsoft Office\Office\EXCEL.EXE 3: -1072807676 
Internal Error 2371: Please contact product support for assistance.
Action ended 15:39:53: InstallExecute. Return value 3.

Clearly, the verbose log file generates much more useful information for troubleshooting this issue. The log file reveals that the update is having a problem updating the Excel.exe file. Some reasons why the Windows Installer is having this problem may include the following:

The file is damaged (corrupted).
The file was updated with a QFE prior to the SR-1 update.
There are incorrect permissions on the file.

Return Value 3 or Return Value 2

You can also use the "return value" to help narrow down the source of the problem. If you ever locate "return value 3" in a log file, you are very close to the text that indicates when the problem occurred. In all cases, a line that contains "return value 3" indicates a failed action. See the two log file examples listed earlier to see how this appears in a log file.

You can also search for "return value 2". This indicates that you canceled out of the update prematurely. The following text was taken from a verbose log file where the Windows Installer displayed a prompt for the SR-1 CD:

Please insert the disk: Microsoft Office 2000 SR-1 Premium
Please insert the disk: Microsoft Office 2000 SR-1 Premium
Are you sure you want to cancel?
Please insert the disk: Microsoft Office 2000 SR-1 Premium
Are you sure you want to cancel?
Action ended 18:03:38: InstallExecute. Return value 2.

In this situation, you clicked Cancel to stop the update prematurely.

How to Create a Log File When You Update an Admin Installation of Office 2000 to SP-2

You can create a log file while you update an administrative installation of Office 2000 to SP-2. To do this, append the following command line to the existing command line to patch an administrative installation to SP-2:

/L*V C:\verboselog.txt

This creates a verbose log file Verboselog.txt in C:\. The path and file name can be changed as needed.

For additional information about updating an administrative installation to Office 2000 SP-2, click the following article number to view the article in the Microsoft Knowledge Base:

278272 OFF2000: How to Obtain and Apply the SP-2 Update to Administrative Installations

Additional Troubleshooting Information

If you cannot decipher the problem from the Setup or the Windows Installer log files, and you are still having problems running the SP-2 update, follow these steps:

Reinstall Office

On the Start menu, point to Settings, and then click Control Panel.
Double-click Add/Remove Programs.
Double-click the icon for the Office 2000 program that you want to update.
In the Microsoft Office 2000 Maintenance Mode dialog box, click Repair Office.
In the Reinstall/Repair Microsoft Office 2000 dialog box, click Reinstall Office, and then click Finish.
When the repair process is finished, run the SP-2 update again.