[SOLVED] Office 365 Install Problem - It Won't Install!

[AndyM]

Hi Guys,

Got a refurb Win 7 Pro machine that I've put into a clients today, and for the life of me, I can't get Office 365 to install. No errors, just stops. Nothing in the log files.

System is a HP XW8600, Intel Xeon, Win 7 Pro, 10GB RAM.

After a few minutes, the install will come up and say that a beta copy of Office 365 is installed (which it isn't), and directs me to a FixIt solution. Run the FixIt, reboot the system, same issue. Created new profile - same issue. Deleted all temp files, ran Ccleaner. SFC reports no errors. Clean boot - only non Microsoft service running is TeamViewer so I can get remote access. No AV installed on the machine at the current time.

Pretty much running out of ideas, and I really need it up by Monday morning.

Any help greatly appreciated.

Andy

 

[Markverhyden]

Have you created a Microsoft account or does the customer have one? I've only done a few but having the account seemed to be a big thing. And I also remember that once the first one was setup subsequent installation efforts were not trivial.

 

[AndyM]

Hi Mark, Yes. Microsoft account was setup for the customer at the start of the installation.

I just wish there was an MSI that I could install, and then sign in and verify the install through their account. This was a possibility with Office 2010 last year, but I don't believe it's possible with Office 2013. I may be wrong (and hope I am).

Andy

 

[Markverhyden]

Andy, how exactly are you going about it? Do you have retail package that you are using the disk/instructions from?

If I remember correctly the last time I did this, maybe a year ago, I actually had to log into the EU's account from IE to get the setup properly started. I tried using the retail media/instructions but it did not work as advertised. That's what prompted me to log into the account.

Also the system appears to be installed but in reality it is not. It is downloading in the back ground so may look like nothing is happening. In the lower right in the task bar there should be an icon that you can access the progress state for the install.

 

[AndyM]

Hi Mark. Office 365 Home Premium, so it comes as a retail packaged key card. No media.

Create Microsoft Account. Verify account etc.
Sign into account, and then run the Click To Install software from the account. Office is then streamed to the PC.

There are no Office 365 icons in the bottom corner. I've done a fair few installs of Office 365, and this one just isn't playing ball.

Andy

 

[Markverhyden]

I re-read your OP and I missed the beta part. That's really bizarre. I would try going to the trial version to see if the whole thing can get downloaded that way.

http://office.microsoft.com/en-us/try/

Then log in with their existing account to see what happens.

So this is a new to them refurb you are installing? Came from HP? Just wondering if any of their bloatware included trial versions of Office in Programs and Features? Or was it a plain Jane OS install?

 

[AndyM]

It's a HP workstation, but came from one of my suppliers, not HP. No bloatware on it. Just a plain Win 7 install that I performed myself.

There's been a LOT of issues with Microsoft's ClickToRun software. It's ok when it works, but when it doesn't, it's a royal PITA.

Andy

 

[AndyM]

One thing is for sure... when this is sorted out, I'm taking a StorageCraft image of the system!

Andy

 

[wardoursecure]

I had an issue with Office 2013 Home & Business a couple of weeks ago. It was more my doing than the actual download, BUT I used the Microsoft chat help and it was resolved.

Certainly worth a go, I got it from the www.office.com support link if I remember rightly.

 

[Gary Rockliff]

You need to remove the Click to Run software with this fix http://support.microsoft.com/kb/2739501

You will be then able to install Office 365 from the online install link in the user's account but do directly connected to the router via Ethernet cable not over Wifi.

 

[AndyM]

Alas that did not work. I had tried it in the OP, but I am thankful for suggestions

Andy

 

[AndyM]

OK.. It's resolved

Did a lot of searching around, and ended up using the "Office Deployment Toolkit for Click To Run"

Note: Even this was not straight forward. As part of the resolution process mentioned by the Microsoft Troubleshooting that I went through in the OP, a number of things were mentioned, including stopping the Print Spooler, and also upgrading the router firmware. Stopping the Print Spooler had no effect. The router is so old, that firmware has not been produced for it in a gazillion years.

I followed the process through as mentioned in this Technet article.

(It works, but I had to download using my home PC, as I was getting an OHttp Error on the clients PC when I was remoted in. I then transferred the data through TeamViewer).

Anyway, after getting the data over to the clients PC, I ran the install as mentioned in the Technet article above, and everything went as easy as it should have done in the first place.

Next on the agenda is to get the client to upgrade their router, as they are reliant on the internet to perform their work.

I mentioned in one of my posts that I wished I could just have an MSI file with me. This allows me to do that, which is extremely useful when the client has a really slow broadband connection.

Articles that were used:
Office Deployment Tool for Click-to-Run

Error: "Something went wrong!" when you install Office 2013 C2R

Technet Reference for Click-To-Run configuration.xml file

Product IDs that are supported by the Office Deployment Tool for Click-to-Run

Andy