Office 2007 SP1 update error, I've tried eveything...

[greentiger]

I have Windows Vista Business and Office 2007 Basic. I'm trying to install
Office 2007 SP1 and it is failing with the 78F error. The problem is I spent
8 hours yesterday trying to install it using all of the hacks provided by
people in the MS forums and other tech forums and NONE of them have helped.
Here is a list of what I have tried:

1. plain old upgrade - failed
2. putting a disk in the CD/DVD drive - failed
3. Putting the Office 2007 disk in the DVD drive - failed
4. Running a repair of Office 2007- failed
5. Running a repair of Office 2007 from the CD - failed
6. Installing the patch referenced in KB946691 - failed
7. Uninstalling Office 2007 from the control panel and reinstalling Office
2007 - failed
8. Uninstalling Office 2007 from CP, re-installing Office 2007 AND added the
patch in KB946691 for good measure - failed
9. Uninstalling Office 2007 from the Office 2007 disk (I read someone got it
to work doing this) and reinstalling - Failed
10. Uninstalling Office 2007 from the Office 2007 disk (I read someone got
it to work doing this), reinstalling, patched with KB946691 - Failed
11. I even tried applying SP1 with no USB devices plugged in - failed

What else can I do? I have read in some forums to disable my
anti-virus/firewall but I simply refuse to do this. This compromises the
security of my computer and it should not EVER be necessary to apply a patch
or SP.

-greentiger

 

[Tobias Nunberger]

Hi

The Office 2007 Service Pack 1 is delivered as MSI package. Create a
verbose log to obtain further details.

The Service Pack 1 download is an EXE file which wrapps around a number
of MSP files to patch the language neutral core files, the UI files, the
proofing tools and some other stuff. The EXE also automatically detects
the components to patch and creates the required patch sequence. So you
better rely on the EXE functionallity than extracting all MSPs to run
them manually.

Further please activate the Windows Installer Logging Policy to obtain a
verbose log for each of the MSPs. To activate the logging policy, add
the following key into you registry:

[HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\Installer]
"logging"="voicewarmup"

Details for this setting are available in the following kb article:

Q314852: How to Enable Windows Installer Logging in Windows XP
http://support.microsoft.com/kb/314852/en-us


Below are the required steps to create the verbose log file for the setup:

1. download (if you haven't already) the Service Pack 1 in the required
language. Assuming you're running Office 2007 with English UI the
file name is "office2007sp1-kb936982-fullfile-en-us.exe".

2. change to [START | Run] and drag'n'drop the exe into the command
line there. Then go to the end of the line behind the closing
quotation mark and add the following: /log:C:\Off2007SP1.log

3. click the [OK] button

The Service Pack 1 installer now runs and creates a verbose log in
C:\Off2007SP1.log. Further, there will be a number of verbose log files
each per MSP file in your temp folder which is located in your user
profile. You can easily navigate to that folder when you type [START |
Run | %temp%].

Copy the log files (following the naming scheme 'MSIxxxxxx.log') and the
Off2007SP1.log from your C drive root in a ZIP file and upload it to
somewhere where we can download it. If you give me a notification in
this thread I will check the files and let you know accordingly here in
the thread.

Good luck!

Kind Regards,
Toby

 

[Sch1ll3r]

Are there any news yet? I think i have the very same problem.
I've tried everything over the last three days.

 

[Peter Foldes]

Using Norton or MacAfee by any chance. Disable your AV while installing when Offline. Download the SP1 manually from the Office site and install when offline without your AV

 

[greentiger]

I downloaded office2007sp1-kb936982-fullfile-en-us.exe and tried installing
with Norton turned off:

1. Normally - failed
2. With office CD 2007 in DVD drive - failed
3. Completely uninstalling and re-installing Office 2007 - failed

I turned Norton back on, turned on the verbose logging and tried re-running
the install. Is there somewhere I can send the file to MS or paste the
relevant log info into this discussion?

-greentiger

 

[Peter Foldes]

greentiger

Norton is very intrusive. Shutting it off or disabling it will not always do. You need uninstall Norton as per their uninstall tool available from the Symantec site as per the URL below. Once uninstalled then install the Office Update and then re-install Norton.

Norton Removal Tool

http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039

 

[greentiger]

*sigh* I completely uninstalled Norton and the result was the same (I tried
several variations of the upgrade again). If it helps, the stand alone
install looks like it fails right at the very end of the "Installing Updates"
message box.

 

[greentiger]

Wonderful. Now I can't re-install Norton so my AV software is out of
commision too. :-(

 

[greentiger]

The Norton Tech support said the following:

"I found that there is Microsoft file 'Microsoft Redistributables' is
corrupted in your computer, which supports Norton product to install in the
computer."

Is this the same problem I have been having with Office SP1? What do I need
to do to get this fixed?

 

[Sch1ll3r]

greentiger, have you received any reactions to your logfile already?

ps: if you are interested in a highly respected and free AV, i can
recommend Avira AntiVir. Symantec has not the best reputation in the
scene.

 

[greentiger]

lol! Yes, I have decided to dump Norton. Basically after the uninstall, I
noticed my laptop suddenly had an increase in performance. Everything seemed
to run a LOT snappier. As I was re-installing, I asked myself "Why? There
has to be something better." I checked out Avira but went with AVG instead.
Thanks for the input though!

I have not heard back on the log file yet but I decided to check out things
in the event viewer. When I installed from the fullfile, it looks like
Office 2007 is throwing two errors when it attempts to install. First it
logs an 11935 event, here is the error message:

Product: Microsoft Office Basic 2007 -- Error 1935.An error occurred during
the installation of assembly component
{97F81AF1-0E47-DC99-A01F-C8B3B9A1E18E}. HRESULT: 0x80073712. assembly
interface: IAssemblyCacheItem, function: Commit, assembly name:
Microsoft.VC80.ATL,version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",type="win32",processorArchitecture="x86"

and then a 1023 event:

Product: Microsoft Office Basic 2007 - Update '2007 Microsoft Office Suite
Service Pack 1 (SP1)' could not be installed. Error code 1603. Additional
information is available in the log file
C:\Users\Nick\AppData\Local\Temp\MSId2292.LOG.

So I checked out what was in there when Norton was attempting to re-install
and I found that it too was logging event 11935 with this error message:

Product: Microsoft Visual C++ 2005 Redistributable -- Error 1935.An error
occurred during the installation of assembly
'Microsoft.VC80.ATL,type="win32",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86"'.
Please refer to Help and Support for more information. HRESULT: 0x80073712.
assembly interface: IAssemblyCacheItem, function: Commit, component:
{97F81AF1-0E47-DC99-A01F-C8B3B9A1E18E}

Hopefully this will help get to a resolution.

 

[Tobias Nunberger]

Hi there!

[...]

I have not heard back on the log file yet but I decided to check out things
in the event viewer. When I installed from the fullfile, it looks like
Office 2007 is throwing two errors when it attempts to install. First it
logs an 11935 event, here is the error message:

Product: Microsoft Office Basic 2007 -- Error 1935.An error occurred during
the installation of assembly component
{97F81AF1-0E47-DC99-A01F-C8B3B9A1E18E}. HRESULT: 0x80073712. assembly
interface: IAssemblyCacheItem, function: Commit, assembly name:
Microsoft.VC80.ATL,version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",type="win32",processorArchitecture="x86"

and then a 1023 event:

Product: Microsoft Office Basic 2007 - Update '2007 Microsoft Office Suite
Service Pack 1 (SP1)' could not be installed. Error code 1603. Additional
information is available in the log file
C:\Users\Nick\AppData\Local\Temp\MSId2292.LOG.

That seems to be a hit! Could you please ZIP the logfile and submit it
to my email alias? I'll check the error code for the HRESULT in the
meanwhile and report back then.

You know btw that you can open a case in the Microsoft Product Support
for free with problems concerning the installation of patches, do you?

Product: Microsoft Visual C++ 2005 Redistributable -- Error 1935.An error
occurred during the installation of assembly
'Microsoft.VC80.ATL,type="win32",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86"'.
Please refer to Help and Support for more information. HRESULT: 0x80073712.
assembly interface: IAssemblyCacheItem, function: Commit, component:
{97F81AF1-0E47-DC99-A01F-C8B3B9A1E18E}

Have you .Net Framework installed on your machine? The Office Setup
should only run through this sequence AFAIK when selecting the .NET
Programmability Support wihtout having .NET Framework at this time. When
installing the .NET Framework later on, this sequence should install the
Assemblies. This however is only true for Windows XP, on Windows Vista
it (the .NET Framework) comes out of the box.

 

[Tobias Nunberger]

Hi again

Search for HRESULT 0x80073712 returns following information:

| ERROR_SXS_COMPONENT_STORE_CORRUPT
| The component store has been corrupted.

So it seems you're having rather an issue with your symbol store than with
Office ...

Greetings,
Toby

 

[greentiger]

Ok, so what is the recommended course of action here? Looking this error up:
ERROR_SXS_COMPONENT_STORE_CORRUPT there are many tech articles referencing a
MS KB article that no longer exists and other possible solutions like
re-installing Windows Update, etc. Do I need to call MS support or is there
a MS KB article on how I can fix this problem? While we are at it, how did
it get corrupted? Is this something MS is going to fix or attempt to prevent
because looking around the internet, it appears to be a fairly common problem.

 

[Tobias Nunberger]

Hi

Ok, so what is the recommended course of action here? Looking this error up:
ERROR_SXS_COMPONENT_STORE_CORRUPT there are many tech articles referencing a
MS KB article that no longer exists and other possible solutions like
re-installing Windows Update, etc.

Yes, I've found the same information. it seems this can happen when the
Vista component store has been corrupted. I found a recommendation to
check for event ID 4375 in the event logs and to locate a file named
"pending.xml" in %WinDir%\WinSXS and to remove it. However this
information seems to be inaccurate! o:

There's an article available which guides through troubleshooting
Windows Update related issues using a support tool written for this
purpose. It seems to also handle the ERROR_SXS_COMPONENT_STORE_CORRUPT
issue. You probably may want to try this ...

Q947821: Description of the CheckSUR update for Windows Vista
http://support.microsoft.com/kb/947821/en-us

Good look!
Toby

 

[greentiger]

Well, this is what CheckSUR reported:

=================================
Checking System Update Readiness.
Version 6.0.6000.2
2008-04-01 18:30:59 PM

Checking Deployment Packages

Checking Package Manifests and catalogs.

Checking package watchlist.

Checking component watchlist.

Checking packages.
Checking component registry

Checking component store

Scanned 6882 components, 10483 component payload files
Summary:
Milliseconds: 652139
No errors detected
Customer Experience report successfuly uploaded. Thank you for
participating. For more information, see the Microsoft Customer Experience
Improvement Program on the Microsoft web site.

Nothing appears to be wrong according to the log. Despite this, I tried
restarting my laptop and re-installing Office 2007 SP1 anyway. No luck.
Tobias, you said something about sending you the log files? There is the one
from verbose logging. There is also one that the event viewer references:
C:\MAINWWsp1.log. Do you want this one as well?

 

[greentiger]

Did Microsoft release a patch to fix this problem yesterday? I turned on my
laptop yesterday morning and it installed about 20 updates including MS
Office 2007 SP1 to my surprise.

If not, the only thing I changed on my system recently was I turned off the
Windows Error Reporting manager service on Saturday. I had noticed the
wermgr.exe process was consuming between 25-50% of my CPU resources at a near
constant basis. This was causing my laptop to overheat when I used other
moderately CPU intensive programs. After I turned it off, my laptop CPU was
running as expected and Vista was running a LOT smoother.

It could be coincidence but I wanted to know if MS fixed the problem or
wermgr.exe was the source of all my headaches.

-gt