Some users are receiving the error "can't find the server download.microsoft.com" when trying to download the updater files for Office.
This frustrating problem does not affect everyone. It is not an Office for Mac problem, nor is it browser specific. Feedback indicates it could be older PPC computers or older versions of the OS that do not deal with changing DNS updates that are being rolled out. Try these solutions and let us know if they worked for you.
Test in alternate browser
Quickly, eliminate your browser by testing in another browser.
Problems with DNS servers
Users have reported changing the DNS servers in System Preferences have fixed their problems, but this has not worked for everyone. I worked with Thomas Schellenberg and he has provided some valuable feed back. In his home environment, he was able to download with his wife's new MacBook with 10.5.2 installed, but the download failed with his PowerBook G4 running 10.4.11. We tried changing his DNS setting using these settings:
- 68.87.64.196
- 209.188.112.3
- 63.81.160.11
This worked once, but not in later attempts. Our next step was to use a free DNS service. Success!!!
Go to OpenDNS and set up a free account. They provide excellent instructions on changing your DNS settings. They include instructions for Windows, Mac and Unix/Linux.
If you want to try the settings above, open System Preferences and enter the new setting under TCP/IP.
Directions for Leopard users
Directions for Tiger users
Check Firmware on your router
Make sure the firmware on your router is up to date. Check your router's site for specific instructions on updating the firmware.
For my Linksys router if I type in my browser, http://192.168.1.1/, it will bring up the Linksys interface. Click on the Status tab and it will show the Firmware version installed. I can then verify with the Linksys site that I have the latest version installed.
Check for Trojan Horse
Another Entourage user reports: It turns out that my DNS servers used by my ISP were just fine for reaching the Microsoft update site. Apparently my MacBook had picked up a Trojan horse which replaced my normal DNS servers with two Ukranian servers (or so my ISP informed me). I had to clean those from my system. I used a very handy procedure recommended here:
MacWorld: First Look: Trojan Horse warning: What you need to know
In researching this problem, I found the following tidbits:
- The Internet is in a state of transition right now. This is a very major patch and some 30 software companies (Cisco, Sun, Apple, Firefox, Safari, Microsoft...) are all trying to roll it out this month to prevent "DNS Cache Poisoning". This appears to be a state secret. :-)
- Microsoft does not offer an alternative download site at this time.
Added July 25, 2008---- See these links for additional info:
Apple Fails to Patch Critical Exploited DNS Flaw
Multiple DNS implementations vulnerable to cache poisoning
Apple KB: TS1843 Mac OS: Troubleshooting "A connection failure has occurred", "The specified server could not be found" or Similar Messages. Includes additional links for troubleshooting internet connections.
Comments (1)
While the problem may be with the DNS servers be sure that your own DNS cache is clean. Your computer keeps a list of servers and IP addresses in cache so that it doesn't always have to refer back to your DNS servers.
To clean your DNS caches open the Terminal application found in /Applications/Utilities and enter one of the following lines followed by a return:
On Leopard type:
dscacheutil -flushcache
On Tiger type:
lookupd -flushcache