Office 2019 update fail to install

[Ain Abdullah]

Hi all,

Been trying to install Office 2019 updates and it has not been successful. Only 4 out of all clients managed to get the update installed.

Checked STPatchAssessment log on 1 of the failed clients and found this.

2023-05-25T07:19:12.9772370Z 05e0 I ProductsScanner.cpp:100 *** Detection of Microsoft Office Click to Run - Volume Licensing (22450) Gold (8008) - Start scanning for patches.
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:756 Applicable patch count = 46.
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:428 Scanning Patch ID 259085 / MS23-05-VL2019 / Q1039820008 / Office2019-16.0.10398.20008-VL.
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:287 Script returned 'APPLIES', message ''.
2023-05-25T07:19:12.9772370Z 05e0 W PatchScanner.cpp:319 Initiating a non-cached (remote) registry key-read of key='SOFTWARE\Microsoft\Office\ClickToRun\Configuration'
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:404 Registry key 'SOFTWARE\Microsoft\Office\ClickToRun\Configuration', value 'VersionToReport', contents '16.0.10377.20023' should contain '16.0.10398.20008'
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:601 Registry tests Failed.
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:428 Scanning Patch ID 258335 / MS23-04-VL2019 / Q1039720021 / Office2019-16.0.10397.20021-VL.
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:287 Script returned 'APPLIES', message ''.
2023-05-25T07:19:12.9772370Z 05e0 W PatchScanner.cpp:319 Initiating a non-cached (remote) registry key-read of key='SOFTWARE\Microsoft\Office\ClickToRun\Configuration'
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:404 Registry key 'SOFTWARE\Microsoft\Office\ClickToRun\Configuration', value 'VersionToReport', contents '16.0.10377.20023' should contain '16.0.10397.20021'
2023-05-25T07:19:12.9772370Z 05e0 V PatchScanner.cpp:601 Registry tests Failed.

And I compared the Click To Run registry (SOFTWARE\Microsoft\Office\ClickToRun\Configuration) on both clients and found this.
Successful

Failed

I only managed to find this KB related to Office 2019 update failure, but it seems to be not related to the issue. Office was not open during the update, and it still failed. 
https://knowledge.broadcom.com/external/article/169958/office-365-2019-updates-fail-to-install.html

Question:
- Is there any KB that I can refer to for the error noted above?
- What should I do to resolve this?

Thanks.

Regards,
Ain

[Dmitri Gornev]

Hi Ain, you need to check Office 365 update logs for the possible reason (they're located in %windir%\temp and %temp% and could be identified by <MachineName>*.log filenames).
We have implemented parsing of these logs for the next update of Office 365 patching tool so Office 365 updates troubleshooting would be more convenient - stay tuned for the release announcement.

[Chris Farrell]

Hi Ain - also, that log file will not cover update installations, it is only logging the assessment scan. The messages above are normal, and the Registry tests Failed does not indicate a failure as in an error condition. It refers to if it found the registry key and/or values it was assessing to determine if an update is installed, effectively installed, or installed.