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. 

[Ain Abdullah]

Hi all,

Thanks for replying. I managed to review the logs from the affected client. And I still need assistance on how to resolve the issue.

05/31/2023 13:01:12.695    OFFICECL (0x1374)    0x2a58        Click-To-Run Non Task Error    a3gji    Medium    TransportRetry::ExecuteDownloadFile {"MachineId": "machineID", "SessionID": "sessionID", "GeoID": GeoID, "Ver": "16.0.10377.20023", "C2RClientVer": "16.0.10377.20023", "ErrorCode": 30094, "ErrorType": "InvalidSignature", "AppVErrorSource": "", "ErrorMessage": "InvalidSignature (C:\\windows\\TEMP\\OfficeC2RDCE77115-BF52-49C2-A334-F5F4519928CC\\v64_16.0.10398.20008.cab is not trusted (TrustStatus:4))", "ErrorDetails": "", "ContextData": "{\"message\":\"Download failed for current transport\",\"SourcePath\":\"http://localhost:59001/altiris/as/pkg/{e8d9fd35-9f8e-e7b1-b7e2-27183fb76d74}/Office/Data/v64_16.0.10398.20008.cab\",\"Attempt\":\"1\",\"Size\":\"10833\",\"MD5Hash\":\"3f53d4e6d4078f3e116bcfb8965f936f\"}"}    351A52FA-8D5E-4333-BA02-C695A7DD7761

Any reference that I can use to resolve this error?

Thanks again.

Regards,

Ain

[BVandenWyngaert]

Hi Ain - Can you check if it actually downloads/caches files? You should be able to locate them in the local cache (default "C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery" and then the package guid\cache).

Those that fail, all same language or do you have additional languages/proofing tools installed?

I noticed in 1 of your screenshot's media type was CDN, upon installation (in the XML), did you specify a value for "AllowCdnFallback"?

In SMA logs, there should be an entry like example below, did you try and saw error message?
Please execute Click2Run tool manually using command line ["C:\Program Files\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe" /update user promptuser=false forceappshutdown=false displaylevel=true updatetoversion=%VERSION%] for troubleshooting

Can you confirm Settings > Software > Patch Management > Windows Settings > Windows Patch Remediation Settings - tab Packages - Package Defaults - Delete packages after ==> value should not be "0 Days (delete immediately)"

Just for your information, the update URL is specific voor C2R updates. It will be used to stream the update, as the package will be x64 and x86 combined and possible multiple languages (both full and proofing). This way, only content installed will be streamed. Here you get the "AllowCdnFallback" value in play, whether or not it can contact CDN for missing content (ex. additional languages/proofing tools you did not download in Patch Management). When using CDN (fallback), make sure clients can use it (firewall/proxy).

If you need additional languages, you can alter a stored procedure specifically for C2R updates. If you would edit PMImport for languages, it will apply to all language specific updates (not limited to C2R).

When apps are open, it should fail 1638 (Failed rescheduled). After reboot, it should change to "Installed by user". Reason: files in use.

BR