How to troubleshoot failures updating your Office installation from the Office Update Web site (304498)

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To troubleshoot failures in the Office update process from the Office Update Web site, use the following methods in the order that they are presented. After you complete each method, try to update Microsoft Office by using the Office Update Web site.

Note When you access the Office Update Web site by using certain third-party browsers or certain browsers that are provided by an Internet service provider (ISP), the Office Update Web site may not function correctly. Or, the browser may require special configuration to correctly access the Office Update Web site. If Internet Explorer is available on the computer, connect to the Internet by using your ISP connection. Then, access the Office Update Web site by using Internet Explorer.

Method 1: Delete the contents of the Microsoft Internet Explorer cache folder, cookies, history, and the operating system temporary folder

If your temporary Internet Explorer cache folder starts to run out of the allocated disc space, you may be unable to download the Office Update control. Free disk space by deleting the Temporary Internet Files cache.

To do this, follow these steps:

1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the General tab, and then click Delete Files under Temporary Internet files.
4. Click to clear the Delete all offline content check box, and then click OK.
5. Click Delete Cookies, and then click OK when you are prompted for confirmation.
6. Under Temporary Internet files, click Settings.
7. In the Settings dialog box, click View Objects.
8. In the Microsoft Windows Explorer window that appears, click Details on the View menu.
9. If the status of any listed object is Damaged, delete the object.
10. Close the Windows Explorer window, and then click OK in the Settings dialog box.
11. Under History, click Clear History, and then click Yes when you are prompted for confirmation.
12. In the Internet Options dialog box, click OK.
13. Enable cookies. To do this, follow these steps:
    1. In Control Panel, double-click the Internet Options icon.
    2. Click the Privacy tab, and then click Default.
    3. Click OK.
14. Click Start, click Run , type %temp%, and then click OK.
15. In the Windows Explorer window that appears, delete the contents of this Temp folder. Note Any file that cannot be deleted is probably being used. Make sure that you have closed all applications that were running. Then, try to delete the contents of this folder again. If you cannot delete a specific file, delete all the files that you can delete.

Method 2: Install Microsoft Windows Script 5.6 for Windows 2000 and XP

Install Windows Script 5.6. To obtain Windows Script 5.6, visit the following Microsoft Web site:
After you have installed this scripting tool, try again to install updates from the Office Update Web site.

Method 3: Delete the Office Update detection folder

Delete the Office Update detection folder if it exists on your hard disk. This folder contains the detection catalog and the downloaded update files that are used by the Office Update site.

To delete the Office Update detection folder, follow these steps.

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.

1. Click Start, click All Programs, click Accessories, and then click Windows Explorer.
2. In Windows Explorer, locate the OfficeUpdate11 folder. By default, the folder is in the following location:

   C:\Program Files\OfficeUpdate11

3. Right-click the OfficeUpdate11 folder, and then click Delete.
   
   When you are prompted to confirm the deletion, click Yes.
4. Close Windows Explorer.

Method 4: Delete the Office Update ActiveX control

The Office Update ActiveX control may become corrupted. Therefore, you may have to remove and then reinstall the Office Update ActiveX control.

To remove and to reinstall the Office Update ActiveX control, follow these steps.

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.

1. Exit Internet Explorer.
2. Click Start, and then click Search.
3. In the Search Results pane, click All files and folders under Search Companion.
4. In the All or part of the file name box, type opuc.dll, and then click Search.
5. In the list of files, right-click opuc.dll, and then click Delete.
   
   When you are prompted to confirm the deletion, click Yes.

Note If there are multiple copies of the opuc.dll file, delete them all.

Method 5: Temporarily turn off personal firewalls, download managers, pop-up blockers, and Web acceleration products

If you are using one of the following products, temporarily turn off the product and then try to use the Office Update site:

• Personal firewalls such as Norton Personal Firewall, McAfee Personal Firewalls, or Zone Labs
• Download managers such as Get Right
• Web accelerators such as Download Accelerator
• Pop-up blockers

Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

To temporarily turn off one of these products, follow these steps:

1. Turn off your personal firewall, download manager, pop-up blocker, or Web acceleration program. For more information about how to do this, view the product documentation for your personal firewall, download manager, pop-up blocker, or Web acceleration program.
2. Try to use the Office Update site. To do this, visit the following Microsoft Web site, and then click Check for Updates:

   http://office.microsoft.com/officeupdate/default.aspx

3. As soon as the Office Update Web site update process is completed, turn on the personal firewall, download manager, pop-up blocker, or Web acceleration program that you turned off in step 1.

Method 6: Configure Internet Explorer security settings and add http://office.microsoft.com to the Trusted sites list

Configure Internet Explorer security settings to enable Internet Explorer to register signed ActiveX controls.

Important These steps may increase your security risk. These steps may also make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to, or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you choose to implement this process, take any appropriate additional steps to help protect your system. We recommend that you use this process only if you really require this process.

To enable Internet Explorer to register signed ActiveX controls, follow these steps:

1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the Security tab, and then click Internet.
4. Click Default Level, and then click OK.

Add http://office.microsoft.com to your Trusted sites list in Internet Explorer so that the Office Update ActiveX control can load successfully.

To do this, follow these steps:

1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the Security tab, click Trusted sites, and then click Sites.
4. Clear the Require Server verification (https:) for all sites in this zone check box.
5. In the Add this Web site to this zone box, type http://office.microsoft.com, and then click Add.
6. Click OK two times.

Method 7: Identify and correct corrupted Office installations

Detection can fail if there are corrupted installations of Microsoft Office products on your computer. Office products are Microsoft Windows Installer-based programs. If the Windows Installer database on your computer is not functioning correctly or if cached MSP files are missing, detection can fail. You can identify and correct corrupted Office installations. To do this, follow these steps:

1. Remove any Office programs that you no longer want installed on your computer by using Add or Remove Programs in Control Panel.
   
   Note When you view Add or Remove Programs, look for Office programs that you thought you had removed that may still be present on your computer. If you find any programs that fit this criterion, remove them.
2. Open an Office product, click Help, and then click Detect and Repair.

Repeat this process for all your Office programs. If the Detect and Repair process fails, your Office installation may be corrupted. If this is the case, you may try to remove and reinstall your Office program. If the Detect and Repair process fails and the Uninstall process fails, you must use the Windows Installer Cleanup Utility to remove the Windows Installer information that is specific to that Office installation. For more information about how to download this tool and how to use this tool, click the following article number to view the article in the Microsoft Knowledge Base: In addition to corrupted Office installations, you may find that with Office 2003 installations, your Local Install Source files have been deleted. Typically, you are prompted for your installation media when this behavior occurs and when source files are necessary. However, this may not always occur. You may receive an error message that states that the Setup program cannot find one of the installation files. For more information about errors that are related to Local Install Source when you try to update from the Office Update Web site, click the following article number to view the article in the Microsoft Knowledge Base:

Method 8: Disable script or proxy settings

To do this, follow these steps:

1. In Control Panel, double-click the Internet Options icon.
2. Click the Connections tab, and then click LAN Settings.
3. Click to clear the Use automatic configuration script check box, and then click to clear the Use a proxy server check box.
4. Make sure that the Automatically detect settings check box is selected.
5. Click OK two times to close the Internet Properties dialog box.

Method 9: Perform a clean boot on your computer, based on your operating system

Try to update from the Office Update Web site after you start your computer by using the appropriate clean boot method that is mentioned in the following Microsoft Knowledge Base articles: For more information about how to perform a clean boot Windows XP and in Windows Server 2003, click the following article number to view the article in the Microsoft Knowledge Base: For more information about how to perform a clean boot in Windows 2000, click the following article number to view the article in the Microsoft Knowledge Base: For more information about how to perform a clean boot in Windows Millennium Edition, click the following article number to view the article in the Microsoft Knowledge Base: For more information about how to perform a clean boot in Windows 98, click the following article number to view the article in the Microsoft Knowledge Base:

Method 10: Troubleshoot network connection issues

Detection failure may be caused by network connection issues.

If you have a second computer that is connected to the Internet, try using the other computer to access the Office Update Web site.

If you cannot use the Office Update installation process because your computer is behind a proxy server and the proxy server is preventing the Office Update installation process from working correctly, you may have to contact your network administrator or your Internet service provider (ISP) to obtain assistance in bypassing or in configuring the proxy server.

Method 11: Manually download and install the update

You can manually install each update. To do this, follow these steps:

1. Locate the following Microsoft Web site:

   http://office.microsoft.com/officeupdate/default.aspx

2. Under Browse Downloads, click the version of Office that you want to download updates for, and then select the Office product that you want to download an update for.
3. Select the type of download you want to install, and then select the specific download. The next page that you see is the download page for the specific update.
4. Click Download.
5. In the File Download dialog box, click Save.
6. Locate the folder where you want to save the file, and then click Save.
7. When the download is finished, double-click the downloaded file to install it. Repeat these steps for each update that you want to install.

Method 12: Change the Startup Type for Windows Installer to Manual

To change the Startup Type for Windows Installer, follow these steps:

1. Click Start, click Run, type services.msc, and then click OK.
2. Right-click Windows Installer, and then click Properties.
3. On the General tab, click Manual in the Startup type list, and then click OK.

Method 13: Disable and then re-enable the Local Installation Source by using the Local Installation Source tool

1. Exit all Office programs.
2. Locate the following Microsoft Web site:

   http://www.microsoft.com/downloads/details.aspx?FamilyID=10FA7AA3-695B-42C3-9045-B812BA0FED3E&displaylang=en

3. Click Download.
4. In the File Download dialog box, click Save.
5. Locate the folder where you want to save the LISTool.exe file, and then click Save.
6. Open the folder where you saved the Local Installation Source tool, and then double-click LISTool.exe.
7. Click Delete and disable LIS, and then click Next.
8. Accept the Microsoft Software License Terms, and then click Next.
9. Click to select the check box for the program for which you want to disable Local Installation Source, click Next, and then click Delete.
10. Click OK when you receive the following message:Microsoft Office Local Installation Source has been successfully deleted and disabled.
11. Run Detect and Repair for the product that was disabled by using LISTools.
12. After the update is complete, run LisTool.exe again, and select the Enable LIS option.
13. Accept the Microsoft Software License Terms, and then click Next.
14. Click to select the check box for the program for which you want to enable Local Installation Source, and then click Next.
15. Click Enable.
16. Click OK when you receive the following message:Microsoft Office Local Installation Source has been successfully enabled.