Troubleshoot issues you might see when you run Office 365 desktop setup

This topic provides solutions for common errors you might see when you run Office 365 desktop setup. You use Office 365 desktop setup to install updates that enable your current desktop applications, such as Outlook 2007 or Outlook 2010, to work with Office 365.

To avoid problems before running Office 365 desktop setup, we recommend that you check the readiness of your PC by using the Office 365 Best Practices Analyzer for your PC.

I want to get help with these errors or issues

You have a connection to the Internet, but the updates are not downloading

You do not have a compatible desktop program or operating system

You stopped the installation before it could finish

During the installation, you lost connection to the Internet

An update could not be installed because another required update failed

You do not have enough space on your hard disk

One of the service updates is not compatible with your version of Windows

Your computer requires an update to the Windows Installer service

You do not have the Windows Update Agent installed on Windows XP

You receive error messages that say you cannot log on to the Microsoft Update service

Configuration of Microsoft Outlook fails when Outlook is running

Your account does not have the necessary permissions to complete desktop setup

You tried to create a log, but were unable to do so

Issues that may prevent client programs from being configured correctly by Office 365 Desktop Setup

Error message when you run Office 365 Desktop Setup: Application configuration incomplete

You have a connection to the Internet, but the updates are not downloading

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 updates if the Automatically Detect Settings option is not selected in your Internet Explorer settings. To enable automatic setting detection, use the following steps:

  1. In your browser, click the Tools icon, 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 enter a valid proxy server address (you can get this from your administrator).

 Note    If you are not using Internet Explorer as your browser, refer to your browser’s help documentation to download MSI files.

You do not have a compatible desktop program or operating system

If you receive an error message that says you are not running the correct version of a specific desktop application or Windows operating system, you need to upgrade to the required version. To find out which Office desktop applications and operating systems work with Office 365, see Software requirements for Office 365 for business.

You stopped the installation before it could finish

If you stop the installation process before it completes, only some of the required updates may be installed. In this case, we recommend that you run Office 365 desktop setup again to finish installing any remaining updates that are required to connect to and use Office 365. For the desktop setup procedure, see Use my current Office desktop apps with Office 365.

During the installation, you lost connection to the Internet

If your computer loses the connection to the Internet during the installation process, you can run Office 365 desktop setup again after you regain a connection. To restart the process, see Use my current Office desktop apps with Office 365.

An update could not be installed because another required update failed

Some of the updates are prerequisites for other updates. If a prerequisite update fails to install, any dependent updates will also fail during the installation process. To fix this issue, we recommend that you run Office 365 desktop setup again. See Use my current Office desktop apps with Office 365.

You do not have enough space on your hard disk

Before Office 365 desktop setup installs the updates that you need, it checks to see if your hard disk has enough space to complete the installation process. If your hard disk does not have enough space, you must free some space before you can continue with the installation process.

If you are using Windows, you can run the Disk Cleanup tool. Disk Cleanup removes temporary files, empties the Recycle Bin, and removes a variety of system files and other items that you no longer need. You can choose to delete some or all of the files. To run the Disk Cleanup tool, click Start, and then in the Search programs and files box, type cleanmgr, and press Enter. After disk cleanup is completed, start Office 365 desktop setup again.

One of the service updates is not compatible with your version of Windows

If you receive an error message that says an update is not compatible with your version of Windows, you should upgrade to one of the versions that is compatible with Office 365. For a list of supported operating systems, see Software requirements for Office 365 for business.

Your computer requires an update to the Windows Installer Service

The Windows Installer Service is a required component of Office 365 desktop setup. You must be running the latest version of the service to complete these installations. If you do not have the latest version of the Windows Installer Service, you can download the latest version from the Microsoft Download Center.

If you continue to receive an error message, contact your system administrator for assistance.

You do not have the Windows Update Agent installed on Windows XP

If you are running Windows XP and do not have the Windows Update Agent installed on your computer, some updates will not be installed. To install these updates, install the Windows Update Agent by going to Microsoft Update. When prompted, follow the instructions in the Information bar in Internet Explorer to install the Windows Update ActiveX control (ActiveX control: A custom control. Form designers can add or remove ActiveX controls in the Controls task pane.).

You receive error messages that say you cannot log on to the Microsoft Update service

To download and install some updates, Office 365 desktop setup needs to connect to the Microsoft Update service. However, in some networks, access to sites and services that are outside of your company’s firewall are blocked by the system administrator. If you cannot access the Microsoft Update service, you need to contact your system administrator for assistance.

If you do have permissions to install updates from the Microsoft Update service but still receive this error message, check your Internet connection, and then run Office 365 desktop setup again.

Configuration of Microsoft Outlook fails when Outlook is running

If Outlook is running while Office 365 desktop setup is attempting to configure Outlook, the configuration will fail. To correct this issue, close Outlook and run Office 365 desktop setup again.

Your account does not have the necessary permissions to complete desktop setup

If you receive a message that says that an administrator is required to install updates for your computer, your user account does not have the necessary permissions to complete the desktop setup. Because the updates must be installed before Office 365 desktop setup can configure your desktop applications, you must contact your system administrator for assistance. After the updates have been installed, you can sign in to your account and run Office 365 desktop setup to configure your desktop applications.

You tried to create a log but were unable to do so

If you tried to create a log but were unable to do so because an error occurred, contact your system administrator for assistance.

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Applies to:
Office 365 Enterprise, Office 365 Enterprise admin, Office 365 Midsize Business, Office 365 Midsize Business admin, Office 365 Small Business, Office 365 Small Business admin