This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
Split from this thread from months ago
Well it's now October, and 16.30 just arrived. The MAU still didn't work. I noticed that it's now combined with the update so didn't try to download the updated first this time. But symptoms are all the same - the updater recognized that I needed all applications and told me to install 16.30 and when I saw the progress bar, each package showed download progress but the overall download progress kept resetting each time to zero and the package didn't finish saving on my Mac. At the end I got the telltale message "One or more packages..."
This is the problem that Microsoft doesn't want to fix because they don't have enough people reporting it or saying they have the problem.
So I'm a 365 subscriber who pays money to have what Microsoft described as the package I was purchasing and they're not going to provide it.
I guess this is what happens when integrity is an option left up to the workers and not the leaders.
Processes in Microsoft 365 for setting up Office apps, redeeming product keys, and activating licenses.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
The link and update still did not work. I am getting an error now in the updates to each of the individual applications.
Looks like it's saying "error 500"
I am noticing that this problem is more widespread than we thought...or at least than I thought. If you look under different titles the way these are being reported ranges quite widely like "
MAU error on Mac is back
MAU fails to update Office 2019 on iMac
and many other titles that you might not look for right away.
Also I see in the log these comments:
"NSLocalizedFailureReason=Either it is a mismatch of key or hash is incorrect}"
and
"ErrorCode = 500" which decodes to "User profile cannot be loaded"
Not anything I can get a clue from.
Later....
I did go back and create a new admin user on my Mac running 10.15.1 and tried running MAU on that. I didn't do the full migration - procedure is elsewhere on this message stream - I guess that is next. But just creating a new admin user didn't help with this issue.
I also went back and restarted in SAFE MODE and that didn't help - these are just redoing things I have tried that have failed in the past year of working on this issue.
My guess right now is that we are dealing with something that exists on some Macs but not on other because the other Macs I have at home - a IMac and another powerbook pro that are running 10.14 and 10.15, are working fine with MAU. Mine is the one that has had OSX re-installed and Cocktail and CleanMyMac run all the time so permissions get repaired regularly, all 32 bit applications are deleted, all caches are cleaned or recycled, etc. So my Mac is the most pristine of the three telling me that the MAU code is encountering something legal but unexpected for a Mac. It's getting an error after downloading the first package that cannot be resolved. If I manually download the entire package it installs fine so this is something that is happening only when running MAU for a major upgrade. Also if I download the new MAU, in this case 4.17 but it was the same for all past MAUs since 4.10, and then try to run the update with the new MAU on my Mac, it has the same issues with the other packages - WORD, EXCEL, etc. and if I'm reading the log correctly, it reaches the MS update server, it downloads the package, but then it gets an error when trying to register each package. It gets an error that either doesn't let it verify the download or doesn't let it register that download. (not sure which)
For the record I am a longstanding and peaceful 365 subscriber. I have had MS support do a remote session on my Mac and exhaust every known "fix" which I have also tried - I didn't see them try anything I had not picked up from somewhere else. And also I understand that people have fixed this problem by doing one or more of the things we've listed on this message stream. My only thing left is a complete migration to a brand new user under OSX. I have no other symptoms on any other applications. I would call this Mac "rock solid" with no non-mainstream applications I only use 365 and an Adobe Creative Cloud subscription which I use on all my Macs in the house. I also use an application called Daylite which is a mainstream contact management program.
Alex
Hopefully the one drive link I sent worked?
I don't use one drive so had to download and start it up.
I noticed that I sent you way to much log - it was many attempts over several days - sorry about that. Really the last two pages where everything.
I started up MAU 4.16 - it showed me a new User Interface "UX" and I tried to download the new MAU 4.17 and it failed. That was it. Tried several times and it failed.
2019-11-07 07:49:01 [Microsoft AutoUpdate] <Info> DownloadTask.DownloadBegin: ID: 2F43F64F-07FA-49F4-8FB9-8083FFF0299C, AppID: MSau04, Version: 4.16.19101301, UpdateVersion: 4.17.19110502, Pkg: Microsoft_AutoUpdate_4.17.19110502_Updater.pkg
2019-11-07 07:49:01 [Microsoft AutoUpdate] <Info> DownloadManifest.Downloading: Downloading. URL: https://officecdn-microsoft-com.akamaized.net/pr/4B2D7701-0A4F-49C8-B4CB-0C2D4043F51F/MacAutoupdate/Microsoft\_AutoUpdate\_4.17.19110502\_Updater.pkg
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Info> DownloadActor.Status: Fetching file Success. File: https://officecdn-microsoft-com.akamaized.net/pr/4B2D7701-0A4F-49C8-B4CB-0C2D4043F51F/MacAutoupdate/Microsoft\_AutoUpdate\_4.17.19110502\_Updater.pkg
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Error> DownloadManifest.SignatureError: Signature cannot be verified. File: Microsoft_AutoUpdate_4.17.19110502_Updater.pkg
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Info> DownloadManifest.DownloadFail: Failed to download https://officecdn-microsoft-com.akamaized.net/pr/4B2D7701-0A4F-49C8-B4CB-0C2D4043F51F/MacAutoupdate/Microsoft\_AutoUpdate\_4.17.19110502\_Updater.pkg because 'Error Domain=com.microsoft.autoupdate Code=500 "Failed to verify file signature" UserInfo={NSLocalizedDescription=Failed to verify file signature, NSLocalizedFailureReason=Either it is a mismatch of key or hash is incorrect}'
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Error> DownloadTask.DownloadFailure: ID: 2F43F64F-07FA-49F4-8FB9-8083FFF0299C, Details: {
DownloadURL = "officecdn-microsoft-com.akamaized.net/pr/4B2D7701-0A4F-49C8-B4CB-0C2D4043F51F/MacAutoupdate/Microsoft_AutoUpdate_4.17.19110502_Updater.pkg";
ErrorCode = 500;
ErrorDomain = "com.microsoft.autoupdate";
}
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Error> UXRefresh: UpdateManager: ID: (null), Update: AutoUpdate 4.17.0 (19110502), Nil InstallerData Encountered.
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Info> UXRefresh: DashboardViewController: SetState: State = (null).
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Info> UXRefresh: DashboardRowView: updateState: Error
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Info> UXRefresh: DashboardRowView: tintAppUpdateStatusIcon: Install Date Available.
2019-11-07 07:49:02 [Microsoft AutoUpdate] <Info> UXRefresh: DashboardRowUpdateView: updateState: Error.
2019-11-07 07:49:31 [Microsoft AutoUpdate] <Info> AppDelegate.Terminate: Microsoft AutoUpdate exited.
Hi Michael,
I wasn't able to download the log you sent with iCloud, every time when I click on the Download it, it returns with the web page error 400. if it's convenient for you, please re-upload the log file to the OneDrive and share us a link here.
I will compare the log files collected from different users so far, and try if we can find a common point here.
Regards,
Alex Chen
OK I don't use One Drive but I started it up and tried to get a link - let's see if this works.
Hi Michael,
I wasn't able to download the log you sent with iCloud, every time when I click on the Download it, it returns with the web page error 400. if it's convenient for you, please re-upload the log file to the OneDrive and share us a link here.
I will compare the log files collected from different users so far, and try if we can find a common point here.
Regards,
Alex Chen