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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.
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.
Alex
OK I think I can explain why the log shows me trying to install 16.26. I downloaded a package from the Office 365 website to my desktop and I start to install it - but stopped before I got very far because I realized if I installed 16.27 manually my problem would go away again and I'd be back where I could not duplicate the problem so I aborted the install because it got to downloading packages - however, it appears that it logged the installation as 16.26.
If I pull another copy of the log (below)... now things have changed - whether I run MAU 4.12 or MAU 4.13 it tells me there are no update available. So it appears that by downloading 4.13 I have impacted my SW somehow where it no longer see the 16.27 update.
Edited by Alex Chen MSFT
Alex
PS - based on the look at the log above, I went back looking for MAU 4.13 and I found it - https://docs.microsoft.com/en-us/officeupdates/release-history-microsoft-autoupdate - it says it was released today. I downloaded and installed that and it ran and showed no software updates available. it did not show version 12.27 but the MAU 4.12 did show those.
I can't quite come up with an explanation for these things - I would need a little more guidance from MS to try to explain that.
ALEX
OK I had previously switched my DNS to Google 8.8.8.8 and 8.8.4.4 - (I've been searching for possible answers as well) I'm still on those because they seem to be more responsive but yes, the other Macs are on the Cox Cable DNS and that seems to work with update fine which basically means that Cox DNS is giving me the correct resolution to whatever IP the MAU software is searching - I don't really think I would get a download to start if the IP didn't resolve properly.
On the question of proxies, I'll start by showing you my proxy settings...
But that does give me an idea. I have a VPN that I only use occasionally. You may know how that works? So I can engage that and test this issue to see if having a completely different IP located say in San Francisco would change the symptoms. I'll report on that later.
On the question of Microsoft logs, yes, there is something in that folder and it doesn't appear I can upload a file so here is the text - sorry for the length.
I see things in here that don't make sense - it appears by today's date that it's trying to install 16.26 and the screen shows the installs are 16.27. Given I already have 16.26 I would say those would probably cancel. My auto-update is 4.12 I checked.
Edited by Alex Chen MSFT
Hi Michael,
Sorry about all the inconvenience caused by this issue, we totally understand your frustration on this issue.
I've go through this thread and would like to provide my help here.
I've noticed during the troubleshooting with Qing, you focus on the permission level of the MAU's download folder. But as you completely re-installed MACOS Mojave 10.14.5 with no avail, I think it's the time for us to look at this issue from a different angel. I've searched for the similar issue like yours, some of them indicate issue was resolved after adding the DNS on their Mac. If it's convenient for you, please check if the following method could help in your scenario:
How to Use OpenDNS or Google DNS on Your Mac
Disclaimer: Microsoft provides no assurances and/or warranties, implied or otherwise, and is not responsible for the information you receive from the third-party linked sites or any support related to technology.
Personally, I don't think this issue is related with the WiFi/Wired network, as all your other Mac's MAU is working as expected, this indicates there is nothing in this network will prevent the MAU to download the updates. So, I think we need to focus on the difference between this issued Mac and your other Macs (non-hardware). For instance, have you ever used proxy settings on this Mac?
Also, could you go to ~/Library/Logs/Microsoft, see if there is a log file named as autoupdate.log. If so, please provide us with this log, it might be helpful for the further troubleshooting on this issue.
Please let us know the update, we greatly appreciate your time and effort here.
Regards,
Alex Chen