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Mac Forum / Applications / MS Office / July 2007Setup assistant bounces in the Dock and closes
I was having some trouble with my Office applications not launching. First I removed all the preference files and the preference folder for the software Second I uninstalled the Office suite using the Remove Office tool Third I deleted the Microsoft Office folder Now when I start the setup assistant from the cd or from the applications folder after dragging the folder to the Hard Drive, the setup assistant bounces in the dock and then closes and no errors are reported. Same thing happens in a new account on the system and in Safe Boot mode. Anyone have any ideas Mac OS X 10.4.8 eMac g4 Thanks in advanced, Brad Hi Brad - since you make no mention of it there are 3 things I'd suggest you try first: 1- Having reinstalled, make sure you apply the 11.3.3 then 11.3.4 updates to Office, 2- Reapply the OS X 10.4.8 Combo updater for Intels, & 3- Run Disk Utility - Repair Disk Permissions or comparable utility. If these steps don't resolve it post back including what it was that caused you to reinstall in the first place... it sounds like you've wound up right back where you started :(  SignatureHTH |:>) Bob Jones [MVP] Office:Mac >I was having some trouble with my Office applications not launching. > [quoted text clipped - 15 lines] > Thanks in advanced, > Brad On 3/6/07 6:10 AM, in article C212EE98.CBE%dutchyb@hotmail.com, "Brad Copan" <dutchyb@hotmail.com> wrote: > I was having some trouble with my Office applications not launching. Have you perhaps deleted or disabled any system fonts? Do NOT turn off Apple's Helvetica, or any other font found in /System/Library/Fonts. I agree with Bob that running the Combo updater might help. It's also possible that you will need to do an Archive & Install of the OS. SignatureDiane Ross, Microsoft Mac MVP Entourage Help Page <http://www.entourage.mvps.org/> One of the top five MS Entourage resources listed on the Entourage Blog. <http://blogs.msdn.com/entourage/> I am experiencing the same problem outlined by Brad. All Office 2004 Apps except Messenger. When activating, the Icon Bounces for a few seconds then just stops. I followed Brad's same steps: 1. Removed Office using Remove Office application. 2. Attempted to reinstall from the CD (The Office setup assistant exhibited the same behavior, bouncing then quitting.) 3. Attempted to reinstall by dragging the Office 2004 folder from the CD to the applications folder. Office applications still exhibit the same behavior. 4. Applied the Office 11.3.3 update. Problem persists. 5. Applied the Office 11.3.4 update. Problem persists. 6. Used Disk utility to verify system disk. Also verified Permissions. Differences from Brad's situation: 1. I recently upgraded to OSX 10.4.9. 2. I'm running a MAC-Tel MacBook not a Power PC. I have three other MACs (all Power PC's, recently upgraded to OSX 10.4.9). Office works fine on all of them. I have not disabled any fonts. I also tried: 1. Installing and running in safe boot mode. 2. Installing and running using root account. 3. Removing Preference files. 4. Checked for recent crashes of Office products or any OSX Services using Console App., none found. I am at my wit's end. Sincerely Jeff You gave very good descriptions of your trials. You have one of the stumpers, so obviously it doesn't have a simple answer so let's see what's left. Seems I remember a problem when Messenger was recently updated that was causing some problem with Office. Try uninstall Messenger and see if that helps. Next, try to install in a new User with nothing installed. This could be a hardware problem. On rare occasions problems like this is tracked down to a bad drive or bad RAM. Just today someone on the OS X list reported constant freezing to a bad fan. Try running the hardware tests that are included with the OS install CDs. <quote> > Anyway, just FYI, the answer to the extreme freezing/SPOD problems > appears to have been due to a dead fan on the video card. </quote> See Twenty steps to help diagnose and fix system issues for more help. <http://www.macosxhints.com/article.php?story=2004011205473937> Let us know what happens. SignatureDiane Ross, Microsoft Mac MVP Entourage Help Page <http://www.entourage.mvps.org/> One of the top five MS Entourage resources listed on the Entourage Blog. <http://blogs.msdn.com/entourage/> > From: <jcam90502@earthlink.net> > Organization: http://groups.google.com [quoted text clipped - 35 lines] > Sincerely > Jeff Hi Jeff: OK: this is a worry. I need you to repeat a few things: 1) Run Remove Office TWICE. It sometimes is unable to get the whole application out on the first try (yeah, we know, they've got that on the list to be fixed...) 2) Having done that, Please re-name your Microsoft Office User Data folder (don't delete it, you will need it back...) 3) Delete ALL the Microsoft Office preferences. 4) Now delete your Microsoft Office 2004 folder and empty the trash. 5) Now run Disk Utility and this time, REPAIR permissions, not VERIFY them. 6) Perform a drag-and-drop install of Microsoft Office 7) Start, then quit EVERY Microsoft application. This re-creates valid preferences (and that's probably where the problem is). Entourage will want to create a new identity: let it. 8) Make sure everything is quit, and go into Startup Items and remove the Microsoft Office Daemon. 9) Restart the computer (to kill the running Daemon) 10) Now carefully copy your old MUD files over the top of the new ones in your MUD folder. This *should* overcome the problems. You may get some warnings about your Entourage database: all of the applications read it for various information. If you do, perform a rebuild of the database. If this doesn't solve the problems, come back and we'll see if we can narrow it down a bit more for you. Cheers On 15/3/07 8:18 PM, in article 1174015085.045661.298950@p15g2000hsd.googlegroups.com, > I am experiencing the same problem outlined by Brad. All Office 2004 > Apps except Messenger. When activating, the Icon Bounces for a few [quoted text clipped - 29 lines] > Sincerely > Jeff SignaturePlease reply to the newsgroup to maintain the thread. Please do not email me unless I ask you to. John McGhie <john@mcghie.name> Microsoft MVP, Word and Word for Macintosh. Business Analyst, Consultant Technical Writer. Sydney, Australia +61 (0) 4 1209 1410 John & Diane, Thanks for your prompt response. I will try your steps later this weekend, and post back with the results. In the mean time here is some more information for you. 1. TechTool Pro reports no Hardware errors, but I will run the Apple ones on my problem MacBook, and let you know. 2. Even though MS Messenger works, I don't use it. The application merely starts up and exits cleanly. It's version 4.0.0 that came with the Office Distribution CD. 3. I cannot run the remove office App once, much less twice. It reports: The operation could not be completed. An unexpected error occurred (error code - 660). This is the app in the office folder -> Additional Tools -> remove office folder as it was just dragged from the install CD. Anyway I will let you know how the other steps fare. Thanks again for your help. Jeff On 3/16/07 6:06 PM, in article 1174093613.898501.34340@p15g2000hsd.googlegroups.com, > 3. I cannot run the remove office App once, much less twice. It > reports: The operation could not be completed. An unexpected error > occurred (error code - 660). This is the app in the office folder -> > Additional Tools -> remove office folder as it was just dragged from > the install CD. Try to manually remove: <http://support.microsoft.com/kb/323675/en-us> The directions are for Office X, but also applies to Office 2004. It has you deleting the Identities folder, but don't do that. You'll loose all your mail. Remember your Templates and Normal file are in the Office folder so back these up. SignatureDiane Ross, Microsoft Mac MVP Entourage Help Page <http://www.entourage.mvps.org/> One of the top five MS Entourage resources listed on the Entourage Blog. <http://blogs.msdn.com/entourage/> John and Diane, Here are my steps an results. I followed the instructions to manually remove the oofice components. Most of them already were gone. 2. Rther than renaming my Microsoft User Directory, I copied it to a backup location on another server on my network, and deleted the original on my MacBook. 3. From the Office Install CD, I dragged the folder to my applications folder. 4. When I got to Step 7 in John's instructions, where I was to start and quit each Office application, I ran into the same original problem where the App Icon bounces a few bounces then quits. No apparent preference files appear to have been created. However, In the console system log, I have found these lines recently created: Microsoft Word: CGGStackRestore: gstack underflow. Mar 17 13:24:50 Arakis /Applications/Microsoft Office 2004/Microsoft Excel: CGGStackRestore: gstack underflow. Mar 17 13:24:56 Arakis /Applications/Microsoft Office 2004/Microsoft Entourage: CGGStackRestore: gstack underflow. Mar 17 13:25:00 Arakis /Applications/Microsoft Office 2004/Microsoft PowerPoint: CGGStackRestore: gstack underflow. I hope this sheds more light on the problem. Jeff On 3/17/07 1:40 PM, in article 1174164011.049559.292910@n59g2000hsh.googlegroups.com, > 4. When I got to Step 7 in John's instructions, where I was to start > and quit each Office application, I ran into the same original problem > where the App Icon bounces a few bounces then quits. Have you re-applied the combo updater from Apple since installing Office this time? Mac OS X 10.4.9 Combo Update (PPC) <http://wsidecar.apple.com/cgi-bin/nph-reg3rdpty2.pl/product=13206&cat=60&pl atform=osx&method=sa/MacOSXUpdCombo10.4.9PPC.dmg> Mac OS X 10.4.9 Combo Update (Intel) <http://wsidecar.apple.com/cgi-bin/nph-reg3rdpty2.pl/product=13207&cat=60&pl atform=osx&method=sa/MacOSXUpdCombo10.4.9Intel.dmg> SignatureDiane Ross, Microsoft Mac MVP Entourage Help Page <http://www.entourage.mvps.org/> One of the top five MS Entourage resources listed on the Entourage Blog. <http://blogs.msdn.com/entourage/> Diane, Per your request, I have re-installed the 10.4.9 combo update. Unfortunately, afterwards, I still have the same problem, and my logs indicate the stack underflow problem. I appreciate your help. Jeff On 3/17/07 9:22 PM, in article 1174191720.231992.53220@l77g2000hsb.googlegroups.com, > Per your request, I have re-installed the 10.4.9 combo update. > Unfortunately, afterwards, I still have the same problem, and my logs > indicate the stack underflow problem. > > I appreciate your help. This is out of my area of expertise. Most of the info in logs can only be understood by developers. I did search on Google and found the following > Definition of: stack underflow: An error condition that occurs when an item is > called for from the stack, but the stack is empty. [quoted text clipped - 7 lines] > > <http://www.entourage.mvps.org/faq_topic/performance2.html> Run Hardware test diagnostics that are on the CD (came with the OS install). If it isn't hardware, then a wipe and install of your entire system might be called for to cure the problem. Any way to test on another volume or computer? SignatureDiane Ross, Microsoft Mac MVP Entourage Help Page <http://www.entourage.mvps.org/> One of the top five MS Entourage resources listed on the Entourage Blog. <http://blogs.msdn.com/entourage/> On 3/17/07 9:22 PM, in article 1174191720.231992.53220@l77g2000hsb.googlegroups.com, > Per your request, I have re-installed the 10.4.9 combo update. > Unfortunately, afterwards, I still have the same problem, and my logs > indicate the stack underflow problem. Also see message: Troubleshooting Update article: HOW INSTALLING APPLE'S UPDATES CAN RENDER YOUR MAC UNBOOTABLE AND HOW YOU CAN PREVENT IT Posted today. SignatureDiane Ross, Microsoft Mac MVP Entourage Help Page <http://www.entourage.mvps.org/> One of the top five MS Entourage resources listed on the Entourage Blog. <http://blogs.msdn.com/entourage/> I have read the article and tried the suggestions, but I am still troubled with the problem. All other applications are working perfectly, Just Word, Excel, PowerPoint, and Entourage all terminate with a stack underflow. Is my only recourse doing a refresh of the OS by doing an Archive and install option? I hope not, but I'll bite the bullet if I have to. Jeff On 3/20/07 6:56 PM, in article 1174442194.460950.29350@o5g2000hsb.googlegroups.com, > Is my only recourse doing a refresh of the OS by doing an Archive and > install option? I hope not, but I'll bite the bullet if I have to. Archive & Install isn't too bad. Be sure to select the "Preserve User and Network Settings" option to preserve your current Users folder and related network configuration. See this page for more help: <http://www.thexlab.com/faqs/archiveinstall.html> SignatureDiane Ross, Microsoft Mac MVP Entourage Help Page <http://www.entourage.mvps.org/> One of the top five MS Entourage resources listed on the Entourage Blog. <http://blogs.msdn.com/entourage/> After spending a bit of time, researching this problem, it seems I have been bit by the dyld_update_prebinding bug while updating to 10.4.9. This is outlined in the article located at: http://www.unsanity.org/archives/mac_os_x/shock_and_awe.php It has also prevented me from performing an Archive & Install refresh. But I am working with Apple to resolve this issue. Thanks for your help. Jeff Cameron Just re-installed the 10.4.10 update for Mac OS X... from the Mac site... fixed the bounce and off problem... Applications Word, PowerPoint, Excel work... but Word says it encountered an error loading "Microsoft Frameworks Library" but it still works... and since I had already re-loaded the app from the three account Office for Teachers - I didn't want to use another number to update the whole shebang. Thank God for Appleworks! I guess we should all just use .pdf files for presentations and avoid this MS app altogether. ? TT If you read back through this group before running off at the typeface, you won't make such a fool of yourself. In doing that, you will learn that the Apple Quicktime update is what screwed your system, and the cure is on the Apple site. Actually nothing to do with Microsoft at all: unless you are going to blame Microsoft for making software that can't run unless the operating system works?? On 30/7/07 11:11 AM, in article 8fcc9cd38f2846fda4c451c106725a64@ureader.com, "pat" <boss@hotmail.com> wrote: > Just re-installed the 10.4.10 update for Mac OS X... from the Mac site... > fixed the bounce and off problem... Applications Word, PowerPoint, Excel [quoted text clipped - 9 lines] > > TT SignatureDon't wait for your answer, click here: http://www.word.mvps.org/ Please reply in the group. Please do NOT email me unless I ask you to. John McGhie, Consultant Technical Writer McGhie Information Engineering Pty Ltd http://jgmcghie.fastmail.com.au/ Sydney, Australia. S33°53'34.20 E151°14'54.50 +61 4 1209 1410, mailto:john@mcghie.name Further to what John posted... <snip> > and since I had already re-loaded the app > from the three account Office for Teachers <snip> And this is what caused your current problem. Reinstalling Office - especially without running Remove Office *first* will rarely fix anything & it overwrites key aspects of your _updated_ install with the original [_not_ updated] version on the source disk. Office is now out of sync with OS X. I have no idea what you mean by "use another number..." as the only numbers involved are for separate installations & have nothing to do with updates. You now have no choice but to a) reapply the updates or b) continue to languish in the purgatory you've created for yourself :) Regards |:>) Bob Jones [MVP] Office:Mac > Further to what John posted... <snip> > You now have no choice but to a) reapply the updates or b) continue to > languish in the purgatory you've created for yourself :) Watch it Bob! You are starting to sound like me and Clive! > Regards |:>) > Bob Jones > [MVP] Office:Mac SignatureTo de-mung my e-mail address:- fsnospam$elliott$$ PGP Fingerprint: 1A96 3CF7 637F 896B C810 E199 7E5C A9E4 8E59 E248 > Watch it Bob! You are starting to sound like me and Clive! Naw, I'd never be able to compete with the literary allusions - but thanks for noticing:) SignatureRegards |:>) Bob Jones [MVP] Office:Mac |
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