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
    2019-07-18T22:33:03+00:00

    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.

    MAU Log 1

    Edited by Alex Chen MSFT

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  2. Anonymous
    2019-07-18T22:38:54+00:00

    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.

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  3. Anonymous
    2019-07-18T22:54:38+00:00

    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.

    MAU Log 2

    Edited by Alex Chen MSFT

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  4. Anonymous
    2019-07-20T23:11:30+00:00

    I TRIED MY VPN BUT NO HELP.

    HERE IS A LOG UPDATE.

    MAU Log 3

    Edited by Alex Chen MSFT

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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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