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
    2019-07-25T22:13:20+00:00

    Hi Michael,

    I am running Mojave 10.14.6.

    The issue is obviously slightly different as a new admin user worked for me but is not a solution.

    I can manually download the updates from the web page (not using MAU) and install the package

    cheers

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  2. Anonymous
    2019-07-25T21:55:00+00:00

    Alex - note here's someone else who may have the same issue.

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  3. Anonymous
    2019-07-25T21:54:29+00:00

    STEVE

    are you running Mojave 14.10.5 or 6?

    if yes, then it appears you have the same symptoms as I currently have.

    Yes - downloading from their server link works fine.

    As I have stated previously in this thread, I have unsuccessfully tried:

    • new user
    • reinstall MACOS
    • clear all MS files and reinstall
    • SAFE MODE
    • repair permissions from terminal

    I have other macs in my home same config and OS but they update fine. So this is a single machine issue.

    MS Support has been working with me and this server officecdn-microsoft-com.akamaized.net is the download server using by MAU but it seems to download fine when you just address it and download to your desktop.

    In my experience, MAU goes to work to download new packages and that portion works but when it begins to "unpack" the files and place them into the Applications folder is when things go wrong as the error message indicates.

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  4. Anonymous
    2019-07-25T21:20:10+00:00

    Hi,

    I have the same issue but if I use another admin account (a new one I created) on my Mac they download and install fine.  I don't want to have to delete my profile and create a new one with all the grief that will entail with file permissions etc.

    The MAU log has this

    The error given is "'Error Domain=com.microsoft.autoupdate Code=500 "Failed to verify file signature" UserInfo={NSLocalizedDescription=Failed to verify file signature, NSLocalizedFailureReason=Either it is a mismatch of key or hash is incorrect}'

    2019-07-18 13:02:30 [Microsoft AutoUpdate] <Error> DownloadTask.DownloadFailure: ID: 34DCE731-D142-4210-9CEC-D1B23B9AB81D, Details: { DownloadURL = "officecdn-microsoft-com.akamaized.net/pr/CXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX/MacAutoupdate/Excel_16.26.19060901_to_16.27.19071500_Delta.pkg";

    ErrorDomain = "com.microsoft.autoupdate";

    I just tried copying and pasting the "https://officecdn-microsoft-com.akamaized.net/pr/CXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX/MacAutoupdate/Excel_16.26.19060901_to_16.27.19071500_Delta.pkg". and it successfully dowloaded the package.

    I replaced the key above with X's as unsure whether this code identified anything about me.

    Hope this additional info helps.

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  5. Anonymous
    2019-07-23T13:29:57+00:00

    Hi Michael,

    I have make a summary on this issue, and I've send it to you via the Private Message.

    To ensure I didn't miss any steps in it, please help me check it when you have time.

    Much appreciate.

    Regards,

    Alex Chen

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