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.

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  1. Anonymous
    2019-07-04T14:51:02+00:00

    Hi Michael,

    Thanks for your reply.

    As only when we update Office, the update file will be displayed.

    After updating it, the files will be deleted automatically.

    Besides, as the update file is larger, I suggest you picked the folders with the folder size.

    It is the best way to find the folder.

    About the red tags, some folders of the location, I also have the red tags, as you said it is a system tag, it maybe normal behavior.

    Today, I also check the update file, it has been deleted, as the update process has finished.

    Regards,

    Qing.

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  2. Anonymous
    2019-07-03T02:22:39+00:00

    OK

    Spent more time looking around on the MS support website. My basic premiss - the MAU latest version is not the latest version everywhere on the MS website.

    The MAU I have is 4.12 build "...901" but the one I'm looking for is 4.12 build "...700" - don't ask why it's a lower number - the first part is different so doesn't matter.

    I finally found this version ...700 and it is located here.

    https://support.office.com/en-us/article/update-office-for-mac-automatically-bfd1e497-c24d-4754-92ab-910a4074d7c1?ui=en-US&rs=en-US&ad=US

    Now support gave me other links and I found other links but they all had build ...901 and when I installed that it was not any different.

    But this build ...700 must be the 4.12.0 that is being referred to under the MAU update entry.

    Anyway now that it is installed there is no longer any updates showing for installation. 

    Next time a new version comes out - I'm running the latest right now 12.26 - so next version 12.27 we'll see if this still works. 

    Note that my manual download of the MAU didn't really fix the autoupdate problem. The MAU would not autoupdate to the newer version so it was a manual fix. It is most likely that the problem of not auto-updating is still there and I still need a fix.

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  3. 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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  4. 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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  5. Anonymous
    2019-07-02T07:28:41+00:00
    • Case #: 1***844

    PII masked by community moderator for privacy protection

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