Microsoft Auto Update gives "One or more updates package could not be downloaded" message

Anonymous
2019-07-02T07:24:01+00:00

This is for MacOS 10.14.5

Microsoft AutoUpdate is v 4.12

Office Updates are 16.26

Worked with first level support to completely clean my Mac of all microsoft products and reinstall latest package.

Ran in SAFE MODE no change.

Ran Cocktail and Disk Utility no change.

Repaired permissions no change.

I post this issue (which I believe is only showing up on my Mac - others in our house don't do this - every time an update occurs. First MAU comes up with an update to itself which doesn't download, then I take a new copy of MAU off the MS website and install it manually, then it works and shows the new updates which then won't download - same issue, so I then download the whole MS office and install it, then everything works again until the next autoupdate which then has the same issues.

Watching the progress bars it appears that the files just don't want to download and save in whatever spot it's trying to put them.

Just to clarify - I have MAU 4.12 now, and I have Office 12.26 installed. Everything is the latest. But MAU runs and says a new MAU needs to be installed and that is 4.12.0 and when it tries to download is when this happens.

Microsoft 365 and Office | Install, redeem, activate | For home | Windows

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  1. Anonymous
    2019-07-22T15:04:16+00:00

    Hi Michael,

    I cannot access the "https://officecdn-microsoft-com.akamaized.net" directly on my side as well, but since we could download the update package from it, I don't think that's related with this issue.

    Thanks for your confirmation on the MAU behavior in another network environment.

    At this stage I think we can also rule out the network from the possible root cause of this issue.

    In the MAU log you've provided, I saw the same error like you received during the update procedure:

    <Info> WebServices.ServiceResponse: Web request to /Actions failed with error 404

    Which means both the "updates failed" and "not receiving update list" could have the same root cause.

    I will forward this issue to our related resources, if there is any updates from them, I will reply it here ASAP.

    Also, please keep us informed if you have any progress on this issue.

    Really appreciate your time and patience.

    Regards,

    Alex Chen

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  2. Anonymous
    2019-07-21T16:40:25+00:00

    I have a new problem - my AUM no longer shows updates required. I looked at my applications and they are still 16.26 but I have reinstalled the AUM 4.13 and it still doesn't show a list of applications that need updating. So something else has happened.

    Here's the log - you can see the last entries say "no updates found"

    2019-07-21 09:29:51 [Microsoft AutoUpdate] <Info> DownloadManifest.DownloadSuccess: Successfully Downloaded. URL: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409ONDR18.xml

    2019-07-21 09:29:51 [Microsoft AutoUpdate] <Info> UpdateFinder.Check.Status: No updates found

    2019-07-21 09:29:51 [Microsoft AutoUpdate] <Info> Controller.CheckWindow.UptoDate: No updates found - up to date

    2019-07-21 09:29:53 [Microsoft AutoUpdate] <Info> Controller.CheckWindow.NoUpdateFoundOK: No updates found - user clicked OK

    2019-07-21 09:29:59 [Microsoft AutoUpdate] <Info> AppDelegate.Terminate: Microsoft AutoUpdate exited.

    2019-07-21 09:30:29 [Microsoft Update Assistant] <Info> FBA.Terminate: Microsoft AU Daemon terminated normally

    2019-07-21 09:33:43 [Apple Installer - preinstall] <Info> Starting installation process for Microsoft AutoUpdate

    2019-07-21 09:33:43 [Apple Installer - preinstall] <Info> Closing Microsoft AutoUpdate

    2019-07-21 09:33:43 [Apple Installer - preinstall] <Info> Closing Microsoft AU Daemon

    2019-07-21 09:33:43 [Apple Installer - preinstall] <Info> Closing Microsoft AU Bootstrapper

    2019-07-21 09:33:43 [Apple Installer - preinstall] <Info> Closing com.microsoft.autoupdate.helper

    2019-07-21 09:33:43 [Apple Installer - preinstall] <Info> Closing com.microsoft.autoupdate.helpertool

    2019-07-21 09:33:43 [Apple Installer - postinstall] <Info> Cleaning up old installations

    2019-07-21 09:33:43 [Apple Installer - postinstall] <Info> Moving things into place

    2019-07-21 09:33:44 [Apple Installer - postinstall] <Info> Finishing up

    2019-07-21 09:33:44 [Apple Installer - postinstall] <Info> Adding defaults entry

    2019-07-21 09:33:44 [Apple Installer - postinstall] <Info> Adding OneDrive to Applications dictionary

    2019-07-21 09:33:49 [Apple Installer - postinstall] <Info> apple installer

    2019-07-21 09:33:49 [Apple Installer - postinstall] <Info> Launching Microsoft AutoUpdate

    2019-07-21 09:33:50 [Apple Installer - postinstall] <Info> Removing ReopenAfterGUIInstall preference setting

    2019-07-21 09:33:50 [Apple Installer - postinstall] <Info> Resetting IOC consecutive restore failure count

    2019-07-21 09:33:50 [Apple Installer - postinstall] <Info> Launching Microsoft Update Assistant

    2019-07-21 09:33:50 [Apple Installer - postinstall] <Info> Finished installation process for Microsoft AutoUpdate

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> UpdateCore.AppRegistration: Attempted to register: MSau04, Preferences Available: YES, Re-Registration: YES, Success:NO

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> Configuration.Metadata: Initializing configuration

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> AppRegistry.Info: Registered App nameID: Microsoft AutoUpdate_MSau04 | Copies: 1

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> AppRegistry.Info: Registered App nameID: OneDrive_ONDR18 | Copies: 1

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> InstallStatus.Daemon: Daemon Status: daemonExists YES, daemonCodesigned: YES

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> InstallStatus.Helper: HelperTool Status: helperToolExists YES, helperToolCodesigned: YES

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> AppDelegate.Launch: Daemon Launch Status: Success

    2019-07-21 09:33:56 [Microsoft Update Assistant] <Info> UpdateCore.AppRegistration: Attempted to register: MSau04, Preferences Available: YES, Re-Registration: YES, Success:NO

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> WebServices.Handler: Skip webservice. Only 0 since last call.

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> WebServices.ServiceAction: Invalid action type (null)

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> WebServices.Handler: MWSOnBoot handled action name Null

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> WebServices.WebContent: Request actions, CallerId MWSUXRefreshGate

    2019-07-21 09:33:56 [Microsoft AutoUpdate] <Info> WebServices.ServiceResponse: Making request to https://officeci-mauservice.azurewebsites.net/MAUService/api//Actions for CallerId [MWSUXRefreshGate]

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> AppDelegate.Launch: Microsoft AutoUpdate launched.

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.ServiceResponse: Response time: 182.054043, callerID: MWSUXRefreshGate, api: /Actions

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.ServiceResponse: Web request to /Actions failed with error 404

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.WebContent: Action received for MWSUXRefreshGate

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.ServiceAction: Invalid action type (null)

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.WebContent: Request actions, CallerId MWSUXRefreshGate

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.ServiceResponse: Making request to https://officeci-mauservice.azurewebsites.net/MAUService/api//Actions for CallerId [MWSUXRefreshGate]

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.ServiceResponse: Response time: 29.666066, callerID: MWSUXRefreshGate, api: /Actions

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.ServiceResponse: Web request to /Actions failed with error 404

    2019-07-21 09:33:57 [Microsoft AutoUpdate] <Info> WebServices.WebContent: Action received for MWSUXRefreshGate

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> Controller.CheckWindow.UpdateCheck: Checking for updates

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> UpdateManager.Network: Server is Reachable

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> UpdateFinder.Check.Status: Checking for updates.

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> DownloadManifest.Status: Downloading Chks - Will Attempt to download chks for 2 registered apps

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> DownloadActor.Status: Fetching file Success. File: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409MSau04-chk.xml

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> DownloadActor.Status: Fetching file Success. File: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409ONDR18-chk.xml

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> DownloadManifest.Status: Downloading Chks - Result: 1. Missing Manifests: 0. Downloaded chks: 2.

    2019-07-21 09:33:59 [Microsoft AutoUpdate] <Info> UpdateFinder.Check.Status: Downloading chk files got 2 files. Will check if any indicates an update is available.

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> UpdateFinder.Check.Status: Updates should be offered due to update version being newer than registered app version - ONDR18

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> UpdateFinder.Check.Status: Downloading chk files - Found 1 apps and 0 suites that should be checked for updates

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> DownloadManifest.Status: Downloading Catalog and Manifest - 1 sets of Catalog and Manifest from URL: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> DownloadManifest.Status: Downloading Catalog and Manifest - Processing Catalog and Manifests. File Prefix: 0409ONDR18

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> DownloadActor.Status: Fetching file Success. File: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409ONDR18.cat

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> DownloadManifest.Status: Download and Validate Catalog - Success. URL: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409ONDR18.cat

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> DownloadManifest.Downloading: Downloading. URL: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409ONDR18.xml

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> DownloadActor.Status: Fetching file Success. File: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409ONDR18.xml

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> DownloadManifest.DownloadSuccess: Successfully Downloaded. URL: https://officecdn-microsoft-com.akamaized.net/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/0409ONDR18.xml

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> UpdateFinder.Check.Status: No updates found

    2019-07-21 09:34:00 [Microsoft AutoUpdate] <Info> Controller.CheckWindow.UptoDate: No updates found - up to date

    2019-07-21 09:34:01 [Microsoft AutoUpdate] <Info> Controller.CheckWindow.NoUpdateFoundOK: No updates found - user clicked OK

    2019-07-21 09:34:03 [Microsoft AutoUpdate] <Info> Controller.MainWindow.SetAutomaticChecking: Set Automatic Checking, previous: 0

    2019-07-21 09:34:12 [Microsoft AutoUpdate] <Info> AppDelegate.Terminate: Microsoft AutoUpdate exited.

    2019-07-21 09:34:42 [Microsoft Update Assistant] <Info> FBA.Terminate: Microsoft AU Daemon terminated normally

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  3. Anonymous
    2019-07-21T15:07:16+00:00

    Alex

    OK I clicked on the One Note package and it downloaded to my desktop no problem.

    I went back and reconnected my VPN - this bypasses my ISP - COX CABLE - and puts me on a server in this case in Montreal. My laptop is setup for DNS 8.8.8.8 and 8.8.4.4.

    MAU ran the same with the same symptoms as prior. I don't have cell service where I am so I'm trying to find another way to get a different network. Yesterday I took my laptop to a car wash and used their WIFI same issue but I can't be certain about their DNS service - it might be the same issue.

    I can download from that URL via the VPN as well but it works the same either way - the package downloads.

    I noted in the log that the download server is most likely "https://officecdn-microsoft-com.akamaized.net" - that URL can't be accessed and I can't get an IP to ping it but it seems to respond to the download request anyway.

    whois://******@whois.uwhois.com

    [whois.crsnic.net]

       Domain Name: AKAMAIZED.NET

       Registry Domain ID: 1850954175_DOMAIN_NET-VRSN

       Registrar WHOIS Server: whois.akamai.com

       Registrar URL: http://www.akamai.com

       Updated Date: 2019-03-20T19:31:05Z

       Creation Date: 2014-03-18T14:07:55Z

       Registry Expiry Date: 2021-03-18T14:07:55Z

       Registrar: Akamai Technologies, Inc.

       Registrar IANA ID: 2480

       Registrar Abuse Contact Email: ******@akamai.com

       Registrar Abuse Contact Phone: +1.6174443076

       Domain Status: clientDeleteProhibited https://icann.org/epp#clientDeleteProhibited

       Domain Status: clientTransferProhibited https://icann.org/epp#clientTransferProhibited

       Domain Status: clientUpdateProhibited https://icann.org/epp#clientUpdateProhibited

       Domain Status: serverDeleteProhibited https://icann.org/epp#serverDeleteProhibited

       Domain Status: serverTransferProhibited https://icann.org/epp#serverTransferProhibited

       Domain Status: serverUpdateProhibited https://icann.org/epp#serverUpdateProhibited

       Name Server: A1-64.AKAM.NET

       Name Server: A11-64.AKAM.NET

       Name Server: A12-64.AKAM.NET

       Name Server: A13-64.AKAM.NET

       Name Server: A18-64.AKAM.NET

       Name Server: A2-64.AKAM.NET

       Name Server: A20-64.AKAM.NET

       Name Server: A28-64.AKAM.NET

       Name Server: A3-64.AKAM.NET

       Name Server: A5-64.AKAM.NET

       Name Server: A6-64.AKAM.NET

       Name Server: A7-64.AKAM.NET

       Name Server: A9-64.AKAM.NET

       DNSSEC: unsigned

       URL of the ICANN Whois Inaccuracy Complaint Form: https://www.icann.org/wicf/

    >>> Last update of whois database: 2019-07-21T15:02:23Z <<<

    ----------------[End of response]----------------

    The fact that it responded to my download request and downloaded the One Note package seems to show that my laptop can address that URL without getting a 404 and downloaded the package. But something else in that handshake seems to be causing a problem.

    PS - I ran the One Note installer that downloaded - it ran fine and installed. I checked and it's 16.27 so reran AUM and One Note has dropped out of the list. So everything ran as expected.

    PII has been removed by Alex Chen MSFT Support

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  4. Anonymous
    2019-07-21T13:37:05+00:00

    Hi Michael,

    Thanks for your update, we have received your log files successfully. To short the pages, I have modified your replies to pack up the log files and share them with an OneDrive sharing link. 

    I noticed there are 2 main errors in the log file you provided.

    1.<Info> WebServices.ServiceResponse: Web request to /Actions failed with error 404

    2.<Error> DownloadManifest.SignatureError: Signature cannot be verified. File: OneNote_16.26.19060901_to_16.27.19071500_Delta.pkg

    In my humble opinion, per the 1st error code indicated, your network failed to reach the MAU Service API server, which result to the signature missing in the following download procedure. So I am afraid this issue is still related with the network.

    Since you have confirm this issue is not relevant with the VPN you were using. If it's convenient for you, could you try connecting your Mac to another network environment, like your mobile's hot spot?

    Also, I think we need to focus on the difference between this Mac and the other Macs which haven't encounter such an issue. For instance: Installed software, Office 365 account, connected network. Anything come up in your mind, please let me know.

    Meanwhile, to make sure this issue is not caused by your network connection to Microsoft CDN is blocked, please check if you could download the update package from the following CDN URL directly. This URL is copied from the error log.

    OneNote_16.26.19060901_to_16.27.19071500_Delta.pkg

    Regards,

    Alex Chen

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  5. Anonymous
    2019-07-21T03:52:12+00:00

    UPDATE

    MAU 4.13 is now running and shows me the full list of updates to 12.27. I ran this again and here is the log. The log opens in console and I can copy it out. Please let me know if you get any clues on the log?

    MAU Log 4

    Edited by Alex Chen MSFT

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