Bellow is some troubleshooting steps. After each step try using Office
Update, if at any point you try using Office Update and it begins working
again there's no need to continue troubleshooting.
a.. Make sure:
a.. That you're using Internet Explorer.
b.. That the account you're running is an administrator account.
c.. That you have the latest Service Pack available for your version of
Windows
(
http://www.google.com/search?q=Microsoft+Windows+%version%+Service+Pack).
d.. That you have the latest Internet Explorer version
(
http://www.microsoft.com/windows/ie/).
e.. That you have the latest Microsoft Update's
(
http://update.microsoft.com/microsoftupdate).
f.. That no issues are reported after running Windows Live Safety Center
(
http://safety.live.com) and PCPitStop (
http://www.pcpitstop.com).
b.. Delete the contents of the Microsoft Internet Explorer cache folder,
cookies, history, and the operating system temporary folder:
If your temporary Internet Explorer cache folder starts to run out of the
allocated disc space, you may not be able to download the Office Update
control. Free disk space by deleting the Temporary Internet Files cache.
To do this, follow these steps:
1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the General tab, and then click Delete Files under Temporary
Internet files.
4. Click to clear the "Delete all offline content" check box, and then
click OK.
5. Click Delete Cookies, and then click OK when you are prompted for
confirmation.
6. Under Temporary Internet files, click Settings.
7. In the Settings dialog box, click View Objects.
8. Right-click the "Office Update Class" file (may be called "Office
Update Installation Engine" or something similar), click Remove, and then
click Yes to confirm.
Note: If you cannot find the Update Class file, continue to the next
procedure to remove the Office Update controls.
9. Close the Windows Explorer window, and then click OK in the Settings
dialog box.
10. Under History, click Clear History, and then click Yes when you are
prompted for confirmation.
11. In the Internet Options dialog box, click OK.
12. Enable cookies. To do this, follow these steps:
o In Control Panel, double-click the Internet Options icon.
o Click the Privacy tab, and then click Default.
o Click OK.
13. Click Start, click Run, type "%tmp%", and then click OK.
14. In the Windows Explorer window that appears, delete the contents of this
Temp folder.
Note: Any file that cannot be deleted is probably being used. Make sure that
you have closed all applications that were running. Then, try to delete the
contents of this folder again. If you cannot delete a specific file, delete
all the files that you can delete.
a.. Install Microsoft Windows Script 5.6 for Windows 2000 and XP:
Install Windows Script 5.6. To obtain Windows Script 5.6, visit the
following Microsoft Web site:
o
http://www.microsoft.com/downloads/details.aspx?FamilyID=c717d943-7e4b-4622-86eb-95a22b832caa
a.. Delete the Office Update detection folder:
Delete the Office Update detection folder if it exists on your hard disk.
This folder contains the detection catalog and the downloaded update files
that are used by the Office Update site.
To delete the Office Update detection folder, follow these steps.
Note: Because there are several versions of Microsoft Windows, the
following steps may be different on your computer. If they are, see your
product documentation to complete these steps.
1. Click Start, click All Programs, click Accessories, and then click
Windows Explorer.
2. In Windows Explorer, locate the OfficeUpdate11 folder. By default,
the folder is in the following location:
C:\Program Files\OfficeUpdate11
3. Right-click the OfficeUpdate11 folder, and then click Delete.
When you are prompted to confirm the deletion, click Yes.
4. Close Windows Explorer.
a.. Delete the Office Update ActiveX control:
The Office Update ActiveX control may become corrupted. Therefore, you may
have to remove and then reinstall the Office Update ActiveX control.
To remove and to reinstall the Office Update ActiveX control, follow these
steps.
Note: Because there are several versions of Microsoft Windows, the
following steps may be different on your computer. If they are, see your
product documentation to complete these steps.
1. Quit Internet Explorer.
2. Click Start, and then click Search.
3. In the Search Results pane, click "All files and folders" under
Search Companion.
4. In the All or part of the file name box, type "opuc.dll", and then
click Search.
5. In the list of files, right-click opuc.dll, and then click Delete.
When you are prompted to confirm the deletion, click Yes.
Note: If there are multiple copies of the opuc.dll file, delete all of them.
a.. Temporarily turn off personal firewalls, download managers, pop-up
blockers, and Web acceleration products:
If you are using one of the following products, temporarily turn off the
product and then try to use the Office Update site:
o Personal firewalls such as Norton Personal Firewall, McAfee Personal
Firewalls, or Zone Labs
o Download managers such as Get Right
o Web accelerators such as Download Accelerator
o Pop-up blockers
Warning: This workaround may make your computer or your network more
vulnerable to attack by malicious users or by malicious software such as
viruses. We do not recommend this workaround but are providing this
information so that you can implement this workaround at your own
discretion. Use this workaround at your own risk.
To temporarily turn off one of these products, follow these steps:
1. Turn off your personal firewall, download manager, pop-up blocker, or
Web acceleration program. For more information about how to do this, view
the product documentation for your personal firewall, download manager,
pop-up blocker, or Web acceleration program.
2. Try to use the Office Update site. To do this, visit the following
Microsoft Web site, and then click Check for Updates:
http://office.microsoft.com/officeupdate/default.aspx
3. As soon as the Office Update Web site update process is completed,
turn on the personal firewall, download manager, pop-up blocker, or Web
acceleration program that you turned off in step 1.
a.. Configure Internet Explorer security settings and add
http://office.microsoft.com to the Trusted sites list:
Configure Internet Explorer security settings to enable Internet Explorer
to register signed ActiveX controls.
Important: These steps may increase your security risk. These steps may
also make your computer or your network more vulnerable to attack by
malicious users or by malicious software such as viruses. We recommend the
process that this article describes to enable programs to operate as they
are designed to, or to implement specific program capabilities. Before you
make these changes, we recommend that you evaluate the risks that are
associated with implementing this process in your particular environment. If
you choose to implement this process, take any appropriate additional steps
to help protect your system. We recommend that you use this process only if
you really require this process.
To enable Internet Explorer to register signed ActiveX controls, follow
these steps:
1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the Security tab, and then click Internet.
4. Click Default Level, and then click OK.
Add
http://office.microsoft.com to your Trusted sites list in Internet
Explorer so that the Office Update ActiveX control can load successfully.
To do this, follow these steps:
1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the Security tab, click Trusted sites, and then click Sites.
4. Clear the "Require Server verification (https
" for all sites in
this zone check box.
5. In the "Add this Web site to the zone:" text box, type
"
http://*.microsoft.com", and then click Add.
6. Click OK two times.
a.. Identify and correct corrupted Office installations:
Detection can fail if there are corrupted installations of Microsoft
Office products on your computer. Office products are Microsoft Windows
Installer-based programs. If the Windows Installer database on your computer
is not functioning correctly or if cached MSP files are missing, detection
can fail. You can identify and correct corrupted Office installations. To do
this, follow these steps:
1. Remove any Office programs that you no longer want installed on your
computer by using Add or Remove Programs in Control Panel.
Note: When you view Add or Remove Programs, look for Office programs that
you thought you had removed that may still be present on your computer. If
you find any programs that fit this criterion, remove them.
2. Open an Office product, click Help, and then click Detect and Repair.
Repeat this process for all your Office programs. If the Detect and Repair
process fails, your Office installation may be corrupted. If this is the
case, you may try to remove and reinstall your Office program. If the Detect
and Repair process fails and the Uninstall process fails, you must use the
Windows Installer Cleanup Utility to remove the Windows Installer
information that is specific to that Office installation.
For more information about how to download this tool and how to use this
tool, click the following article number to view the article in the
Microsoft Knowledge Base:
290301 (
http://support.microsoft.com/kb/290301/) Description of the Windows
Installer CleanUp Utility
Besides corrupted Office installations, you may find that, with Office 2003
installations, your Local Install Source files have been deleted. Typically,
you are prompted for your installation media when this behavior occurs and
when source files are necessary. However, this may not occur in every case.
You may receive an error message that states that the Setup program cannot
find one of the installation files.
For more information about errors that are related to Local Install Source
when you attempt to update from the Office Update Web site, click the
following article number to view the article in the Microsoft Knowledge
Base:
875556 (
http://support.microsoft.com/kb/875556/) "Installation Error: File
not Found" error message when you try to update Office 2003 programs from
the Office Update Web site
· Disable script or proxy settings:
1. In Control Panel, double-click the Internet Options icon.
2. Click the Connections tab, and then click LAN Settings.
3. Click to clear the "Use automatic configuration script" check box,
and then click to clear the "Use a proxy server check box".
4. Make sure that the "Automatically detect settings" check box is
selected.
5. Click OK twice to close the Internet Properties dialog box.
a.. Perform a clean boot on your computer, based on your operating system:
Try to update from the Office Update site after you start your computer by
using the appropriate clean boot method that is mentioned in the following
Microsoft Knowledge Base articles:
For more information about how to perform a clean boot Windows XP and in
Windows 2003, click the following article number to view the article in the
Microsoft Knowledge Base:
310353 (
http://support.microsoft.com/kb/310353/) How to perform a clean
boot in Windows XP
For more information about how to perform a clean boot in Windows 2000,
click the following article number to view the article in the Microsoft
Knowledge Base:
281770 (
http://support.microsoft.com/kb/281770/) How to perform clean-boot
troubleshooting for Windows 2000
For more information about how to perform a clean boot in Windows
Millennium Edition, click the following article number to view the article
in the Microsoft Knowledge Base:
267288 (
http://support.microsoft.com/kb/267288/) How to perform a clean
boot in Windows Millennium Edition
For more information about how to perform a clean boot in Windows 98,
click the following article number to view the article in the Microsoft
Knowledge Base:
192926 (
http://support.microsoft.com/kb/192926/) How to perform Clean-Boot
troubleshooting for Windows 98
b.. Troubleshoot network connection issues:
Detection failure may be caused by network connection issues.
If you have a second computer that is connected to the Internet, try using
the other computer to access the Office Update Web site.
If you cannot use the Office Update installation process because your
computer is behind a proxy server and the proxy server is preventing the
Office Update installation process from working correctly, you may have to
contact your network administrator or your Internet service provided (ISP)
to obtain assistance in bypassing or in configuring the proxy server.
· Try running Office Update again; if Office Update continues not to
work please attach your log files. To gather your log files:
1. Select Start, and then click Run.
2. Type "%tmp%/OfficeUpdate" and press enter. The .log files will be
located in this folder. Please attach these log files along with as much
information about your issue (error messages and numbers) to your next
reply.
