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Office 365 - Patch installation failure

Problems

 

Patch update delayed since application is used by another process

Cause

Office applications (Word, Excel, PowerPoint, etc.,) might have been running on the machine during the patch deployment stage.

Resolution

This can be resolved using multiple workarounds as listed below:

If you're using Patch Manager Plus build version 10.1.2137.1 and later builds,

  • Navigate to Admin > Patch Settings > Office Click-to-Run settings.
    • office-click-to-run-settings
  • Choosing the Close applications in use forcefully and then update option will automatically close any running Office applications to proceed with the patch deployment.

    • This might lead to data loss if the documents are left unsaved.

  • If you select Do not install updates when an Office application is in use and there are any active Office applications running, the patch deployment will be skipped and attempted again in the next refresh cycle.
  • If you select Allow the end-user to skip/close the application in use and proceed with the update, the deployment will proceed silently if no Office applications are running on the machine. However, if any Office applications are running, a prompt will appear asking the user to either skip or close the application in use and proceed with the update.

If you're using Patch Manager Plus build version below 10.1.2137.1,

  • Deploy the Office 365 patch after closing all the Office application that are currently running on the machine.
  • Change the registry key value for alwaysKillApps to 1 (dword). You can find it in the following registry path, HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\AdventNet\DesktopCentral\DCAgent\Patch. If the registry path mentioned is not available in the machine, then create a new registry path or use the patches, available under the Supported patches tab to enable/disable alwayskillapps option.
  • Patch 100012 - To enable alwayskillapps option
  • Patch 100013 - To disable alwayskillapps option

    • If alwaysKillApps is set to 1, all the Office applications that are currently running on the machine will be closed during the patch deployment stage, without any popup notification. This might cause data loss if work isn't saved.

  • Set notification message for Office 365 patch deployment: Create a separate configuration for Office 365 patch deployment, with the user notification option enabled. You can fill out an appropriate notification message for deployment like the example given below: Example: Your Administrator has configured an Office 365 update, to be installed on this computer. This will close any Office 365 executables running on your machine without saving any data. So kindly ensure that your data is saved before proceeding with the deployment. The end user can further be given an option to skip deployment as well, refer the link to know more about this.
  • (Available only for on-premises versions 10.1.2137.1 and later builds)
    Since patches can't be deployed to applications when they are in use, users can now either close the application and proceed for deployment or skip the deployment until the next refresh cycle based on the settings enabled by the admin.

Unknown error code - 2146994714 (or) Patch Store Location Not Available

Cause

Downloaded file not available at the patch store location.

Resolution

Contact Patch Management Support with the following details:

  • Server logs and the agent logs of the machines affected.
  • Navigate to the Patches folder available in the agent machine at %program files%/DesktopCentral_Agent\Patches\
  • In the Patches folder, you will find a zip file named {dependency_PatchID}-O365.zip. Right-click the zip file and go to properties. Take a screenshot of the properties window as the size of the zip folder is required for analysis.
  • Open the zip folder and take a screenshot of the files inside.
  • Also navigate to Office > Data folder, in the same zip file and take a screenshot of the window as the number of files in the Data folder is required for analysis.

Unknown error code : 17006

Cause

If any of the following executables are running in the task manager during patch deployment time, then deployment fails with the error code 17006: WINWORD.EXE, EXCEL.EXE, MSACCESS.EXE, OfficeClickToRun.exe, GROOVE.EXE, OUTLOOK.EXE, ONENOTE.exe, POWERPNT.EXE, MSPUB.EXE, LYNC.EXE, WINPROJ.EXE, VISIO.EXE, ACCICONS.EXE, lynchtmlconv.exe, PPTICO.EXE

Resolution

  • Go to task manager and check if any of the mentioned executables are running while patch deployment. If yes, kill it and then retry deployment.
  • Avoid using Office 365 applications at the time of deployment.
  • (Available only for on-premises versions 10.1.2137.1 and later builds)
    Since patches can't be deployed to applications when they are in use, users can now either close the application and proceed for deployment or skip the deployment until the next refresh cycle based on the settings enabled by the admin.

Unknown error code : 17002

Cause

  • Office 365 applications might be running in the task manager during deployment.
  • Your computer's Antivirus software or Firewall might be blocking Office installation.
  • Pre-existing version of an Office suite might be blocking the installation.
  • Your system might have an Incomplete\partial\failed repair\installation\change\removal of a previous Office Installation.
  • Office suite might be preventing the installation of a newer version.
  • The language packs and proofing tools of the Office application installed in the machine are not selected in Office Click-to-Run settings. (Applicable for DC agent build versions greater than 10.1.2137.1)

Resolution

  • Avoid using Office 365 applications at the time of deployment.
  • Repair Office 365 application and then retry deployment.
  • If the issue persists, uninstall and then re-install the Office 365 application.
  • If the issue still persists, contact vendor for the resolution to this error code.
  • Select all the language packs and proofing tools installed in the machine, in Office Click-to-Run settings.

Unknown error code : 17003

Cause

  • Office 365 applications might be running in the task manager during deployment.
  • Another installation is in progress.

Resolution

  • Check if setup.exe or clicktorun.exe is running in the task manager. If yes, kill it and retry the deployment again.
  • Avoid using Office 365 applications at the time of deployment.

Unknown error code: 30035

Cause

  • Microsoft Office system file might be corrupted.
  • Previous installations might not have been removed properly.
  • Windows Firewall might not be allowing network access.
  • You might have downloaded a partial setup.

Resolution

  • Repair your Office 365 application and then retry deployment.
  • If the issue persists, uninstall and then re-install the Office 365 application.
  • If the issue still persists, contact the vendor for the resolution to this error code.

Catastrophic failure

Cause

Due to environmental issue.

Resolution

Kindly contact vendor for this error.

KB updates are not shown missing for office 365 installed machines

Cause

KB updates are not applicable for office 365 edition

Resolution

Since Office 365 updates are based on versions and builds, KB updates are not applicable to them. For further details on this, refer this link.

Office 365 auto-update/repair option has been disabled after installing update through patch management

Cause

This is the default behavior of office 365.

Resolution

If you are using ManageEngine's patch management for updating office 365, then it automatically disables the update option in office 365 console. This is how the update option is disabled, the update URL is changed to patch store location and UpdatesEnabled is set to false in the registry key given below:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration - UpdateUrl : {PatchStoreLocation}
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration - UpdatesEnabled : False

If you wish to enable this option, change the registry key as shown below:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration - UpdateUrl : {PatchStoreLocation}. Delete this UpdateURL value
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration - UpdatesEnabled : True

Configure Language Packs

Cause

The Office Click-to-Run settings has not been configured with the required Language Packs and Proofing Tools for the Office application installed on the machine.

Resolution

  • Navigate to Admin > Patch Settings > Office Click-to-Run settings.

    • office-click-to-run

  • Select all the Language Packs to be downloaded with the updates and Additional Proofing Tools of the Office application installed in the machine.

    • Enabling the Automatically add Office Click-to-Run application languages, newly discovered in the network to the selected Language Packs list checkbox will automatically include the newly installed languages on endpoints to the language packs list.

  • Click on Save.
  • Then re-download the patch and deploy to the target machines.

Office updates postponed by users / Office updates postponed due to no response to notification

Cause

The updates cannot be deployed if the Office applications are is use. A prompt offers the choice to skip deployment or kill the application in use to proceed with deployment. If there's no response to the prompt in 5 minutes, the deployment will automatically be postponed. Hence, the error occurs if the prompt is ignored or the deployment is skipped.

Resolution

  • The deployment will be initiated only after the user opts to proceed with deployment by closing the application in use.
  • Admins can restrict the user permission to skip the deployment by navigating to Admin> Patch Settings> Office Click-to-Run Settings.

    • office-click-to-run

  • From the above options, you can choose Close applications in use forcefully and then update.
  • Selecting this option will immediately force close the running applications and proceed with deployment, ensuring that users cannot skip the process.

    • This might lead to data loss if the users fail to save their work.

 

In case if this problem continues, kindly contact support.