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[Office 2008 SP1] install causes setup assistant to loop

After applying the Office 2008 for Mac SP1 Updater, some uses are experiencing a problem where the Setup Assistant starts up every time they try to launch any Office application.

This situation is a result of when the Office Setup Assistant detects that an invalid Product Key was used to install Office 2008. David Pelton, Microsoft MacBU core lead test has outlined below how to fix the problem and requests users to work with him to help chase down the issue to keep it from happening in the future.


HOW TO GET THROUGH THIS ISSUE

Some users who have installed Office 2008 for Mac Service Pack 1 are reporting an issue that occurs after installation. The issue causes the Office Setup Assistant to open when they try to open an Office application. This situation occurs when the Office Setup Assistant detects that an invalid Product Key was used to install Office 2008.

To resolve this issue, please move the following files to the Trash:

  • /Users/username/Library/Preferences/Microsoft/Office 2008/Microsoft Office 2008 settings.plist
    loop_plist.gif
  • /Applications/Microsoft Office 2008/Office/OfficePID.plist
    pid_path.gif

After you complete these steps, open any Office application, and then use the product key that is included with your original installation disk to complete the installation. The product key is located on the back of the Office 2008 for Mac DVD sleeve or on the back of the Install Guide.

For additional assistance, visit the Help and How-To section of the Microsoft Web site.


David would like users to submit the following to so he can chase down the issue to keep it from happening in the future.. Please send the following to me for submission. Send me an email

a) did you ever install the Office 2008 beta?

b) what version of Office 2008 did you have installed (12.0 or 12.0.1)?

c) please send me the following files:

/Users/username/Library/Preferences/Microsoft/Office 2008/Microsoft Office 2008 settings.plist

/Applications/Microsoft Office 2008/Office/OfficePID.plist

d) please send me your product key from your CD.

Thanks for your help in finding a working solution.

Comments (29)

Janie:

Thank you very much for this. It really helped.

Catarina Teixeira:

The invalid pass key is just an excuse for a bad product. I just bought the genuine version and the same thing happened to me.

Diane Ross Author Profile Page:

The "invalid" does not mean you have not bought the real product, it's just a corrupt thus invalid file.

Dissappointed rex:

the specified file....doesn't exist....wtf

Diane Ross Author Profile Page:

Can you be more specific about what file doesn't exist?

lovejini:

I'm stuck too. I was about to find and delete the second file, but the first (/Users/username/Library/Preferences/Microsoft/Office 2008/Microsoft Office 2008 settings.plist) cannot be found. I triple-checked...Also, is there a way to find out your office's PID, through the programs? I don't have it physically, and need it before the prompt will ask me for it...Thanks.

Diane Ross Author Profile Page:

I'll report the file missing. I don't have any info on this at this time, but will post back when I do.

If you look in the Application menu for the About item and display that, it will display the Product ID to you.

There is some confusion over the Product Key and Product ID.

The Product Key also called CD Key is on a yellow or bright orange sticker on the CD package. It is used to install your software.

The Product ID is given during the Setup Assistant process. The Product ID will look like this: 11111-130-0001111-12345). It is used to register. "Registration" has nothing to do with the operation of the software - unlike the Activation required for MS Windows software. It's little more than a marketing tool. It will put you on a Microsoft email list. It is also used when calling MSFT for support.

Jason:


I'm stuck. I have moved the files to the trash, now when i open an office app the setup assistant once again pops up. I agree to the license agreement and type in my product key and click continue, but nothing happens.

Diane Ross Author Profile Page:

Have you modified Office in any way? See Dos and Don'ts for a good install

Try this: Drag the Microsoft Office 2008 folder to the Trash, and then reinstall Office 2008 from your original installation disk. Restart. Update. Restart. Repair Permissions. (restarting is important)

Let me know if this works.

Wilson:

I do everything as instructed and now everything works normal again. Thank's

William:

"I'm stuck. I have moved the files to the trash, now when i open an office app the setup assistant once again pops up. I agree to the license agreement and type in my product key and click continue, but nothing happens."

I'm having the same issues as Jason. Apple + Microsoft = Frustrating!!!

Has anyone found a solution?

Diane Ross Author Profile Page:

Did you modify Office in any way? What about removing any extra languages? See this page for help troubleshooting.

Troubleshoot Install

Most likely you will need to use "Remove Office" and re-install. Read before installing:

Installing Office 2008

William:

I modified a template because spacing in Word was all screwed up--could this have prevented me from having a smooth update?

Diane Ross Author Profile Page:

Did you modify the file or just make a change in the template?

William:

I just made a change to the template.

Should Microsoft be addressing this issue already? This is unacceptable. I haven't been able to use any Office application for a few days now.

S Theys:

When I got to the register screen it kept asking for me to enter the Product ID which is located in the Help/About menu.
In order to get to that screen you need to be able to start the product.
In order to start the product, you need to first enter the Product ID in the register screen.
In order to get to the Product Id you need to be able to start the program...
You see my problem ?

I followed the instructions for trashing the Office files as described above, now when I enter my serial number the screen just sits there like it needs some further instructions. It doesn't recognize my serial number now.
Apple needs to reinvent the Appleworks programit had years ago, this Office on Mac is a pain in the... neck.

Diane Ross Author Profile Page:

Let's be sure we are talking about the same screen. You enter the CD key (orange on the box) when installing. Registration is not required and is not the same as activation on Office for Windows.

The product ID is given during the Setup process. I suggest taking a screenshot. See this page for pictures.

Install Office 2008

I would use "Remove Office" and re-install. For help see: Update Office 2008

B Glanville:

This really ticks me off! I have lost days work as a result of what ever this bug is. I've tried everything as posted and I too could not find -/Users/username/Library/Preferences/Microsoft/Office 2008/Microsoft Office 2008 settings.plist. I deleted, re-installed, used product key. Word will open; Powerpoint states - logon ID invalid and Entourage will not even open. Also an another error message I was getting was that my Safari Keychain could not find my password so I had to re-set to 'defalut-. Everything was working OK until this most reent update (May 2008).

Please HELP!

Diane Ross Author Profile Page:

I suspect there is some underlying OS file problems. Download the latest Apple combo updater and run it.

Next, Drag the Microsoft Office 2008 folder to the Trash, and then reinstall Office 2008 from your original installation disk. Restart. Update. Restart. Repair Permissions. (restarting is important)

mitchfielder:

when i enter my product code (after deleting the 2 plists) i click continue but nothing happens

the continue button just flashes, and it doesnt continue =/

Balthasar:

omg, I just installed office 2008 and I see a lot of advice saying: reinstall. I can't believe this. Just let me skip the newsletter signup, I want to use word. It's not that hard.

dd:

mitchfielder:

when i enter my product code (after deleting the 2 plists) i click continue but nothing happens

the continue button just flashes, and it doesnt continue =/

This is probably invalid key. Try another, valid key, and it will work.

joe:

I am having the same trouble as DD, Mitch and others. I've trashed the files but when I attempt to enter the box code the app just sits like a bump on a frog on a log.

Just another reason to switch from this bloated, slow, broken, garbage half-baked Microsoft product to OpenOffice.

Chaile :

Same as lovejini i can not found
/Users/username/library/Preferences/Microsoft/office 2008/Micro Office 2008 settings.plist
I try to put office 2008 to trash & reinstall office 2008 again. If i don't update the SP1 it's fine. Once i update SP1. It will go to office setup assistant when i open any office prog.
Pls help.


Diane Ross Author Profile Page:

I sent you a reply off list. Look for subject: [The Entourage Help Blog] New Comment Added to 'Microsoft Office 2008 for Mac 12.1.1 Update'

chaile :

I have remove office & to follow your 10 steps to reinstall & update. But
it still have the same problem as before.
a. I only can found /Applications/Microsoft Office
2008/Office/OfficePID.plist But cann't found
/Users/username/Library/Perferences/Microsoft/Office 2008/Microsoft Office
2008 settings.plist
b. Now when i open any office file the office setup assistant will come
again & i'm not able to use any office prog.
What i can do now?

Diane Ross Author Profile Page:

Please look for a detailed message sent personally.

Just to cover the bases for anyone following this discussion see these screenshots of the two files:

/Applications/Microsoft Office 2008/Office/OfficePID.plist
/Users/username/Library/Perferences/Microsoft/Office 2008/Microsoft Office 2008 settings.plist

Chaile :

Your 2 pictures is more helpful. I have found the missing file. After delete the missing file. Now everything is OK.
Thanks you so much.

Diane Ross Author Profile Page:

Whew! glad that fixed the problem. I was wondering if this was some odd bug.

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