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
    2019-07-02T20:45:24+00:00

    OH AND IN REPLY TO YOUR QUESTION. THIS PROBLEM HAS BEEN OCCURRING SINCE I INSTALLED MS OFFICE WITH MY SUBSCRIPTION TO 365. BEFORE THAT I HAD OFFICE 2011 AND IT WAS UPDATING FINE. SINCE THE INSTALLATION UNDER 365, IT HAS NOT UPDATED PROPERLY.

    I HAVE UPDATED FROM SIERRA TO MOJAVE DURING THAT TIME AND HAVE HAD MULTIPLE UPDATES TO MOJAVE 10.14.5.

    ALSO I WORKED WITH MS SUPPORT AND THEY HAVE ME COMPLETELY DELETE AND CLEAN MS OFFICE OFF MY MAC AND REINSTALL FROM SCRATCH - WITHOUT ANY CHANGE IN SYMPTOMS.

    I HAVE OTHER MACS IN MY HOME THAT UPDATE AUTOMATICALLY RUNNING MOJAVE SO IT IS ONLY THIS ONE MAC THAT HAS AN ISSUE.

    I HAVE TRIED THIS IN SAFE MODE, I HAVE RUN DISK UTILITY OFFLINE ON NETWORK MODE, I HAVE RUN COCKTAIL, BUT NOTHING SEEMS TO EFFECT THE PROBLEM.

    IN THE PAST I HAVE FINALLY JUST DOWNLOADED THE ENTIRE MS OFFICE PACKAGE AND MANUALLY INSTALLED UPDATES BUT CLEARLY THAT WOULD NOT BE MY CHOICE.

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  2. Anonymous
    2019-07-02T20:39:42+00:00

    Hi Michael,

    Thanks for posting on our forum.

    I could understand your feeling, it caused some inconvenience for you.

    According to your description, I suggest you create a new user profile to check if you can update normally:

    macOS Sierra: Set up users, guests, and groups on your Mac

    If you still meet the issue, I want to confirm when did the issue occurred, such as updating OS version?

    You are welcome to post back, I will try my best to help you.

    Regards,

    Qing

    10.14.5 IS MOJAVE.

    I BELIEVE I CAN CREATE A NEW USER ACCOUNT. BUT I'M NOT CLEAR ON HOW I TEST THIS. THE INSTALLATION OF MS OFFICE WAS SUPPOSED TO BE AVAILABLE TO ALL USERS SO DO I JUST TRY RUNNING IT FROM THE NEW USER ACCOUNT OR DO I HAVE TO INSTALL IT AGAIN JUST FOR THIS USER?

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  3. Anonymous
    2019-07-02T15:26:20+00:00

    Hi Michael,

    Thanks for posting on our forum.

    I could understand your feeling, it caused some inconvenience for you.

    According to your description, I suggest you create a new user profile to check if you can update normally:

    macOS Sierra: Set up users, guests, and groups 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.

    If you still meet the issue, I want to confirm when did the issue occurred, such as updating OS version?

    You are welcome to post back, I will try my best to help you.

    Regards,

    Qing

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  4. Anonymous
    2019-07-02T07:28:41+00:00
    • Case #: 1***844

    PII masked by community moderator for privacy protection

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