Can't stop Upgrade Verification

[cyberswat]

Version: 2008
Operating System: Mac OS X 10.5 (Leopard)
Processor: Intel

I bought the home/student version of office and used it until I had to connect to a corporate email server and discovered I needed entourage.

I downloaded a trial and got a new key which enabled entourage and allowed me to connect to the corporate email server.

I purchased an upgrade license from this site not realizing you can't upgrade from 2008 Home to the normal version. I discovered this by entering the new license number you gave me and clicking the upgrade button on the trial reminder screen. The trial reminder screen disappeared and prompted me to verify my upgrade.

I purchased the full version and got a new license key. I completely uninstalled the software using the removal tool then removed every instance of a file that contained *microsoft* or *office* from the machine. I reinstalled the software and was prompted for new personal information and registration key. I entered the new key for the full version I got from this site. Starting any office program only goes into an Upgrade Verification check.

I called Microsoft Support and was given a case number. They had me repeat the uninstall and install 3 times. They then had me create a new account and reboot the machine holding the shift key. Logging into the new account and installing office with the registration key I got from this site produced the exact same results. Any time any office program is opened it goes into the Upgrade Verification and will not allow office to function.

Microsoft Support told me to contact this site and request a new download. Nobody has contacted me back.

How do I resolve this?

 

[Diane Ross]

Microsoft Support told me to contact this site and request a new download.
Nobody has contacted me back.

First we are all volunteers here and we have very little knowledge about the
download versions. We are trying to learn so we can help. All I can do is
use the basic knowledge we have about Office and try to apply it to the
download versions.

Any time any office program is opened it goes into the Upgrade Verification
and will not allow office to function.

A screenshot of the upgrade window that happens will help a lot. Can you
send that to me off list, or use something like ImageShac to upload the
image. <http://imageshack.us/>

How To Post Screen Shots To Newsgroups

1. On your keyboard, press Command-Shift-4.
2. On your keyboard, press the space bar.
3. Click the window you want. A picture file will appear on the desktop.
4. Go to http://imageshack.us/.
5. Click Browse, then navigate to and select the picture file.
6. Click "host it!".
7. Paste the "Show image to friends" URL in a newsgroup message.

How do I resolve this?

Just to be clear, let's go over the basics first.

I think the confusion started with the term 'upgrade'. You can upgrade from
an older version Office X or Office 2004, but you cannot upgrade from a
Office 2008 Home & Student to the standard version that includes Exchange
support.

When you purchased the try & buy version you should have purchased the full
version not an upgrade unless you still had the older version installed or
unless you have the installer CD for the older version. Hopefully, this
covers what should be purchased.

Next, to get you installed. If you have the correct version downloaded, you
should completely remove all traces of Office 2008 H&S first. "Remove
Office" does NOT remove everything. You will need to manually remove other
files. "receipts" could be the most troubling to getting you installed. See
this page for the files that need to be removed.

<http://www.entourage.mvps.org/install/remove_office.html>

Your Microsoft User Data folder is not touched by the "Remove Office"
application. Your Entourage data is in the ~/Documents/Microsoft User Data
folder/Office 2008 Identities folder/Main Identity.

I suggest for good measure that you download and run the Apple combo. This
refreshes files and after all the problems you've had, it certainly won't
hurt.

Combo updaters will install on the same version as they¹re applying‹no need
to roll back or do a clean install.

Leopard:

Mac OS X 10.5.8 Combo Update (For both PowerPC- and Intel-based Macs )
<http://support.apple.com/downloads/Mac_OS_X_10_5_8_Combo_Update>

Let me know if doing the manual removal helps with the install.

 

[cyberswat]

I'm using the correct license for the full version and not the upgrade version. Not only did I remove everything identified in your post but I also removed everything else by using grep and going through the machine to locate anything containing "microsoft", "Microsoft", "office" and "Office".

I installed the combo update you pointed to on the off chance it would help.

I cleared all Cache areas on the machine from the command line.

I started the machine holding shift to boot in safe mode and remove any extraneous processes.

I ran sudo updatedb and combinations of locate * where star is one of the combinations I quoted above.

I installed the software from a freshly download copy of the $412.94 file this site links to in my account.

I still get the exact same results ... whenever I try to start an office program I get the sequence of windows I uploaded to <http://picasaweb.google.com/cyberswat/Microsoft> ... the net result is as I describe previously. It asks me to verify an upgrade and won't let me use the software.

 

[Diane Ross]

I'm using the correct license for the full version and not the upgrade
version.

Are you using the correct installer? It appears from your screen shots you
are using an upgrade installer.

The installer for an upgrade would be different from a full installer as
well as having different keys.

I started the machine holding shift to boot in safe mode and remove any
extraneous processes.

Is your User's account an Admin account? Safe mode is not necessary, but
holding down Shift key when logging into your User's account will help with
processes that load at login.

BTW, I'm cc this to my sources that are in charge of the downloads.

Sorry you are having so much trouble.

 

[cyberswat]

Here's an image of the order details showing the order number where I am downloading the installer from <http://picasaweb.google.com/cyberswat/Microsoft#5369976488168533522> ... I think that if it were an upgrade version the product name would be "Office 2008 for Mac Upgrade".

Microsoft hinted that I might need a new download and that digital river would need to resolve the problem. I did spend 2 hours on the phone with them trying a variety of solutions.

Yes, this is an administrators account. We even created a new test user, gave it administrative privileges, downloaded the software and got the same results on install.

Thanks for your help ... it's appreciated.

 

[Diane Ross]

I haven't heard one word back from my contacts. Sorry, but until I do, I
have no other solutions but to tell them you want a refund and order a
physical copy. It's cheaper anyway.

Microsoft Office 2008 for Mac $199.99 & this item ships for FREE with Super
Saver Shipping.
<http://tinyurl.com/4xwy6u>

Microsoft Office 2008 for Mac Special Media Edition $191.82 & this item
ships for FREE with Super Saver Shipping (yes, it is cheaper than the
standard version)

<http://tinyurl.com/n7fdwj>

 

[Diane Ross]

Finally heard back. Can you send me your contact info (email, and phone if
possible) off list?

Send an email to the address listed for this reply or send an email to
dianeross at mvps dot org <--- fix before sending