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Office 365 ProPlus - 64 bit install hangs at 5%, 32 bit install proceeds normally RRS feed

  • Question

  • I've been toying with this laptop where we want the 64 bit installation of Office365 to be deployed on. To do so, we created a number of XML files. 

    When we however start the 64 bit installation using the 64 bit XML file shown here:

    <Configuration ID="167c5e7b-73fc-4c02-88d5-ec45cfbf77c4">
      <Info Description="" />
      <Add OfficeClientEdition="64" Channel="Broad" ForceUpgrade="TRUE">
        <Product ID="O365ProPlusRetail">
          <Language ID="nl-nl" />
          <ExcludeApp ID="Access" />
          <ExcludeApp ID="Groove" />
          <ExcludeApp ID="Lync" />
          <ExcludeApp ID="OneDrive" />
          <ExcludeApp ID="Publisher" />
    	  <ExcludeApp ID="Teams" />
        </Product>
      </Add>
      <Property Name="SharedComputerLicensing" Value="0" />
      <Property Name="PinIconsToTaskbar" Value="FALSE" />
      <Property Name="SCLCacheOverride" Value="0" />
      <Updates Enabled="TRUE" />
      <RemoveMSI>
        <IgnoreProduct ID="InfoPath" />
        <IgnoreProduct ID="InfoPathR" />
        <IgnoreProduct ID="PrjPro" />
        <IgnoreProduct ID="PrjStd" />
        <IgnoreProduct ID="SPD" />
        <IgnoreProduct ID="VisPro" />
        <IgnoreProduct ID="VisStd" />
      </RemoveMSI>
      <AppSettings>
        <Setup Name="Company" Value="Our Business" />
      </AppSettings>
      <Display Level="Full" AcceptEULA="TRUE" />
      <Logging Level="Off" />
    </Configuration>

    The installation starts as expected. The orange getting ready screen is replaced with the actual deployment screen:

    Installing Office - We'll be done in just a moment

    However, in our case the orange bar at the bottom ticks over to the second setting (which I assume is somewhere between 2 and 5%) and then just stops. No error, no reports, and depite us leaving the device for over an hour, the bar never fills up further. 

    Now If I kill off the installation, kill the click-to-run processes from task manager, reboot the device, again kill the click-to-run processes from task manager, and then destroy the HKCU\SOFTWARE\Microsoft\Office and HKLM\SOFTWARE\Microsoft\Office keys, and potentially delete the entire 'Microsoft Office' folder created under the Program Files folder, I can start the process anew. 

    In my testing I also opted to run the 32 bit installer, which only differs to the 64 bit one that I can see based on the Client Edition being the 32 bit one:

    <Configuration ID="167c5e7b-73fc-4c02-88d5-ec45cfbf77c4">
      <Info Description="" />
      <Add OfficeClientEdition="32" Channel="Broad" ForceUpgrade="TRUE">
        <Product ID="O365ProPlusRetail">
          <Language ID="nl-nl" />
          <ExcludeApp ID="Access" />
          <ExcludeApp ID="Groove" />
          <ExcludeApp ID="Lync" />
          <ExcludeApp ID="OneDrive" />
          <ExcludeApp ID="Publisher" />
    	  <ExcludeApp ID="Teams" />
        </Product>
      </Add>
      <Property Name="SharedComputerLicensing" Value="0" />
      <Property Name="PinIconsToTaskbar" Value="FALSE" />
      <Property Name="SCLCacheOverride" Value="0" />
      <Updates Enabled="TRUE" />
      <RemoveMSI>
        <IgnoreProduct ID="InfoPath" />
        <IgnoreProduct ID="InfoPathR" />
        <IgnoreProduct ID="PrjPro" />
        <IgnoreProduct ID="PrjStd" />
        <IgnoreProduct ID="SPD" />
        <IgnoreProduct ID="VisPro" />
        <IgnoreProduct ID="VisStd" />
      </RemoveMSI>
      <AppSettings>
        <Setup Name="Company" Value="Our Business" />
      </AppSettings>
      <Display Level="Full" AcceptEULA="TRUE" />
      <Logging Level="Off" />
    </Configuration>

    So if I run that one, the installation completes within 2 minutes and I'm then able to use the programs. Just that it's the 32 bit version. 

    I've rerun both installs grabbing a log file, but I'm not sure if I should include those. If there is a need for it, I'll probably quote them in a post. But based on the above, I'm hoping someone might be able to shed some light on why the 64 bit install might stop, while the 32 bit install finishes the whole thing off without much trouble. 

    Looking forward to hearing from any of you. 

    Thursday, April 11, 2019 2:46 PM

Answers

  • Just had a go at the streamlined version of the XML. No dice, same issue. Ticking over to 2 to 5%, and then just hanging there.

    A suspected corruption of the files was next, so we went with the setup /download commandline for every XML, allowing the whole install to be redownloaded. 

    Looking at the original set we had the following versions were present:

    16.0.10341.20010
    16.0.10342.20010
    16.0.10730.20280
    16.0.11231.20174
    16.0.11328.20222

    After our download we ended up with these two versions:

    16.0.10730.20334 (Broad)
    16.0.11425.20204 (Monthly)

    So we removed the old versions, and replaced them with the downloaded versions. And at this point the install of the 64 bit version did complete normally. 

    So the guess is that some form of corruption in the downloaded files hung the install. 

    In either case, this seems resolved for us. 

    • Marked as answer by Neko- Monday, April 15, 2019 9:53 AM
    Monday, April 15, 2019 9:53 AM

All replies

  • Hi Neko,

    Yes, you can provide the installation log file to help me better analyze the issue. Is there any other version of Office product installed on the computer?

    For the issue, please use a streamlined configuration file to have a check, such as:

    <Configuration>
      <Add OfficeClientEdition="64" Channel="Broad" ForceUpgrade="TRUE">
        <Product ID="O365ProPlusRetail">
          <Language ID="nl-nl" />
          <ExcludeApp ID="Access" />
          <ExcludeApp ID="Groove" />
          <ExcludeApp ID="Lync" />
          <ExcludeApp ID="OneDrive" />
          <ExcludeApp ID="Publisher" />
          <ExcludeApp ID="Teams" />
        </Product>
      </Add>
      <Display Level="Full" AcceptEULA="TRUE" />
    </Configuration>

    In addition, you can read Office is taking long to install for help. It’s recommended that you reinstall Office 365 and check the issue after performing a clean boot in Windows (only enable critical system services). See more: How to perform a clean boot in Windows.

    If you have any updates, feel free to post back to let us know.

    Best Regards,

    Herb


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.

    Friday, April 12, 2019 6:48 AM
    Moderator
  • I'm hoping I'll find some time today to return to the issue in regards to getting my hands on a laptop, and retrying the issue (the laptop I tested this on (which was one of a few with the same issue) needs to be handed to someone, so I left the 32-bit install on that one).

    I have someone coming by for another issue (server-related) today tho, which may take a lot of time today. So if I don't get back to you before Monday with a physical test (I have the log files set aside so I can also get at them from home), please excuse me for that :) 

    In any case... the log file provided by the 64-bit installation. If the 32-bit install log is also required, I could also post that one up:

    (edit: seems I can't post the log-file as-is... Supposedly the post gets too long then. Lets see if I can get OneDrive to work for me here): OneDrive link

    • Edited by Neko- Friday, April 12, 2019 7:04 AM
    Friday, April 12, 2019 6:58 AM
  • Just had a go at the streamlined version of the XML. No dice, same issue. Ticking over to 2 to 5%, and then just hanging there.

    A suspected corruption of the files was next, so we went with the setup /download commandline for every XML, allowing the whole install to be redownloaded. 

    Looking at the original set we had the following versions were present:

    16.0.10341.20010
    16.0.10342.20010
    16.0.10730.20280
    16.0.11231.20174
    16.0.11328.20222

    After our download we ended up with these two versions:

    16.0.10730.20334 (Broad)
    16.0.11425.20204 (Monthly)

    So we removed the old versions, and replaced them with the downloaded versions. And at this point the install of the 64 bit version did complete normally. 

    So the guess is that some form of corruption in the downloaded files hung the install. 

    In either case, this seems resolved for us. 

    • Marked as answer by Neko- Monday, April 15, 2019 9:53 AM
    Monday, April 15, 2019 9:53 AM