Hello,

We have couple of machines that did not update to the most recent version of Office 2013 (Click to Run variant from O365 -> version 15.0.4517.1005).

We are unable to force these machines to download and install the latest version in any way.

What we tried:

1) Disabling updates in backstage view in Office and re-enabling them

2) Online reinstall of Office - the reinstallation fails on step 2 (no specific error message) or hangs forever on step 3

Also I would like to note that this issue (=Office 2013 automatic updates not downloaded and installed) has been happening for a long time.

E.g. a user reported that his Office 2013 got updated from version 15.0.4505.1006 (May) to 15.0.4505.1510 (June) only last week. This means that the affected user had his machines unpatched for more than 3 weeks, even though automatic updates/installs should be happening a lot sooner (preferebly on the day of update release)

Office 365 desktop setup uses the Windows Installer service to download installation packages (also known as MSI files) for installing updates. Office 365 desktop setup may fail to download future patches and updates if the Automatically Detect Settings option is not selected in your Internet Explorer settings.

To enable automatic setting detection

1.  

   In your browser, click Tools, and then click Internet options.

2. In the Internet Options dialog box, click the Connections tab, and then click LAN settings.

3. In the Local Area Network (LAN) Settings dialog box, select the Automatically detect settings check box, and then click OK.

   If you continue to experience problems with updates not downloading, you may need to update your proxy server address. To do this, in the Local Area Network (LAN) Settings dialog box, under Proxy server, select Use a proxy server for your LAN, and then write in a valid proxy server address (you can get this from your administrator).

Hi, thanks for the reply but Automatically detect settings in turned on on all the affected machines. We don't use any proxy server, the machines have no trouble reaching any service on the internet.

Also, I don't think the Click-to-Run variant (which we are using as mentioned) uses Windows Installer service to download the updates. I think it updates the App-V pakage using Click-to-Run Setup Service.

Thanks for the reply I need few envoirnment details before carrying with the further steps.

 

To help narrow down the root causes, would you mind my confirming some points first?   1. Did the error occur when you clicked the install button? Which error message did you receive? 2. Based on your information, it seems these users have used Office 2013 on their machines already. Would you please have a check to see if all required updates have been installed? 3. Have you ever successfully installed Office 2013 from your Office 365 portal? How many machines have you installed the Office 2013 on using the same Office 365 account? 4.I want to know the previous version installed on to your machine  Any screenshot related are also highly appreciated.  

1) No, Office 2013 is already installed.

2) I don't understand the question. The issue is that Office 2013 is not being updated to the latest version (currently 15.0.4517.1005). So obviously no, Office 2013 is not up to date.

3) Original installation of Office 2013 from O365 portal went without any issues.

4) That are no screenshots to attach. Office 2013 doesn't download and install monthly updates on some machines. No error message is given.

As u initially said that

-->Online reinstall of Office - the reinstallation fails on step 2 (no specific error message) or hangs forever on step 3

So I want to know that is whether microsoft office 2013 is  currently installed on to your system?

How do you come to know that whether office 2013 is update with the latest version?

If not updated with the latest version which version is it showing now?

Which operating system is installed on to your system?

Operating System / Service Pack: ?

Product / Version / Service Pack: ?

And also if you are following the online reinstallation step I will suggest you to manually uninstall and install office

1) Office is installed on the machines. The re-install was an attempt to force the update.

2) Any Office program (Outlook, Word, etc.) -> Backstage view -> Account

3) 15.0.4505.1510 (5 weeks old - released in June)

4) The affected machines have Windows 8 installed (fully patched and updated)

5) Complete removal of Office 2013 and clean install does solve the problem. However, this is not the point. We cannot go around all machines and check every month if the latest monthly security update has installed automatically or not, and uninstall Office afterwards. We need to know why this is happening and how to force the machines to download and install the monthly update of Office 2013 consistently and automatically.

At this point of time looking at criticality of the issue faced by you I would suggest you to open phone support case with Microsoft as there are lots of troubleshooting and reading various logs required which is not possible via this Forum. 

You can always contact Microsoft Customer Central on 1-800-936-4900 and create a phone support case. Alternatively you can always visit http://support.microsoft.com/oas to create phone support case. 

Hope this helps