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Richard
Richard, Software Specialist
Category: Microsoft Office
Satisfied Customers: 16842
Experience:  Over 15 year experience resolving Microsoft Office Issues
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Hi, I recently purchased Microsoft Office 2013 Home and

Resolved Question:

Hi,

I recently purchased Microsoft Office 2013 Home and Student for my Windows 8 PC. But after downloading the setup program and running it, the program doesn't seem to work. I can't find any way to open the program. It shows up in Programs and Features, but not in the Desktop or start screen. Thanks for your time!
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  Richard replied 1 year ago.
Thank you for your question, my name is Richard.

press the Windows Key + R and type in winword.exe and press enter

Does Word open?

Customer: replied 1 year ago.

No, it doesn't. Sorry, I should have mentioned that I tried this earlier.

Expert:  Richard replied 1 year ago.
Thanks

Go to Programs and Features.

Click on it, click Change, then Repair Online.

Once completed try to open it and Let me know the results please

Customer: replied 1 year ago.

I tried that and it was busy for hours and hours, and finally I just closed it.

Expert:  Richard replied 1 year ago.
Do you have or had a previous version of Office installed?

Customer: replied 1 year ago.

No, except for the Office 2010 installer/whatever that came with the PC.

Expert:  Richard replied 1 year ago.
ok, download for free Revo Uninstaller from

www.revouninstaller.com just get the 30 day trial.

Run it and use it to remove any reference to Office 2010 and 2013.

Then restart the computer

than do the following please

Download CC Cleaner (free) from here

CC Cleaner

(Click Download Latest Version on the top right)

Run it and let it scan and repair your registry.

Once done, restart the computer

Than

Press the Windows Key + X and click Command Prompt (admin)

A black window will open.

Type in it

sfc /scannow

press enter and when it has completed, type in

chkdsk /f

Press enter.

It will complain the Volume is in use and to run on restart. Say YES and restart the computer

Than install Office 2013 and tell me please if you still have the problem.
Customer: replied 1 year ago.

Working on it...

Expert:  Richard replied 1 year ago.
Thank you
Customer: replied 1 year ago.

Ok, so I followed your directions, and then restarted. Office still doesn't show up, and DANGEROUS URL REMOVED doesn't work.

Expert:  Richard replied 1 year ago.
Press Windows Key + E

This is the file manager

Look under C Drive, Programs and Files.

Do you see Office there?
Customer: replied 1 year ago.

Yes, the Office 15 folder is there, and has been all along.

Expert:  Richard replied 1 year ago.
ok, and go into it, any Excel or Word program?
Customer: replied 1 year ago.

Ok, I have these folders:


 


ClientX64


Data


packagemanifests


packagesunrisepolicies


root


 


and a few xml files.


 


 

Expert:  Richard replied 1 year ago.
Where exactly are you downloading office from?

Customer: replied 1 year ago.

Well, I bought the program and downloaded the installer directly from Microsoft's Office store.

Expert:  Richard replied 1 year ago.
Have you re-downloaded the install file Jadon?

Customer: replied 1 year ago.

I had done it a few times earlier but let me do it again.

Expert:  Richard replied 1 year ago.
And this time, right click the file and select Run as Administrator to install please
Customer: replied 1 year ago.

Ok, I just reinstalled it with the same results as before; didn't get your reply until it was already finished installing. Shall I reinstall with Run as Admin anyway?

Expert:  Richard replied 1 year ago.
yes please

Customer: replied 1 year ago.

I completed the install as admin, but with no change. When the install window reached 100%, it said "we were not open to start your program" and it told me to repair the program from Control Panel.

Expert:  Richard replied 1 year ago.
ok, this is different. Now repair in Control Panel, both Online and the other Repair option please.

Customer: replied 1 year ago.

Alright, I finished that, both quick repair and online repair. Now what?

Expert:  Richard replied 1 year ago.
Restart and see if you can see any Office Icons, or Office Program Files in File Manager please Jadon.
Customer: replied 1 year ago.

Ok, my Microsoft Office 15 folder now has an icon labeled SetupProPlusRetail.x86.en-us plus a few other folders.

Expert:  Richard replied 1 year ago.
Right click it and run as administrator Jadon,

tell me if it installs or repairs again please.

Customer: replied 1 year ago.

It says it can't install and asks "do you have enough free space in your hard drive? is you internet connection working?" Affirmative for both.

Expert:  Richard replied 1 year ago.
how much free space do you have?

Customer: replied 1 year ago.

I have 56GB free...it's an SSD, which is why it's not more.

Expert:  Richard replied 1 year ago.
This should be enough.

Do this please

Press Windows Key + X

Click Command Prompt (admin)

Type in

sfc /scannow

press enter

When it completes, type in

chkdsk /f

press enter. It may ask to run on restart, say YES and restart.

Then try to install Jadon

Let me know the results please

Customer: replied 1 year ago.

Ok, scannow and chkdsk both say everything's fine. The installer still gives the same error.

Expert:  Richard replied 1 year ago.
Can you create a new user profile? and log into windows with this.

Then try to install?
Customer: replied 1 year ago.

Same story.

Expert:  Richard replied 1 year ago.
ok, then I we need to do a windows reinstall

Do you need to back up anything on the computer? Please do this and then tell me the model of the computer.



Customer: replied 1 year ago.

Are you sure this is going to help? I really don't have time now; have to do it tomorrow. The computer is an HP dv7-7300 Quad Edition.

Expert:  Richard replied 1 year ago.
Yes, the file will install, it is an issue with Windows and we have done all possibilities to repair it.

To do the resintall, turn off the computer.

Turn it on and keep tapping F11 until you get to the recovery manager.

Choose to do a Factory Resintall.

Once complete, windows is reloaded. Then install office, it will install fine then.

If you have any difficulties at all, please do not hesitate to let me know so I can assist you further

Thank you
Customer: replied 1 year ago.

Okay, do it tomorrow and will let you know how it goes. Thanks!

Expert:  Richard replied 1 year ago.
Thanks Jadon

Till then!

Customer: replied 1 year ago.

Hi again,


 


I'm having trouble resetting my PC. Let me give you the whole story:


When I bought the PC, I bought an SSD to put into it, intending to use the stock drive for an external. I cloned the "C" partition to the SSD, but not the recovery partition. I figured I could just use the recovery partition on the stock hard drive to recover. But I'm having some trouble with it. The recovery partition shows up in Computer, labeled "Recovery (G:)" but somehow when I use the F11-during-boot process, it can't reset the PC. Going to PC settings and choosing the reset option doesn't work any better. So I haven't been able to reset the computer yet. The computer came with Windows 8, so I have no install media. What shall I do?

Expert:  Richard replied 1 year ago.
What error does it give when it cannot reset the PC Jadon?
Customer: replied 1 year ago.

Hmm, it doesn't really give a certain error...it just tells me it can't reset.

Expert:  Richard replied 1 year ago.
Can you give me the entire message including any numbers Jadon?

Customer: replied 1 year ago.

Alright, if I go to PC Settings/General/Remove Everything and Reinstall Windows, it restarts, and then a black screen comes up and it says "Preparing" Then I have to choose my keyboard layout, and then I have a few different options. If I go to reset, it says "A required drive partition is missing.) After rebooting, a window pops up which says "There was a problem resetting your PC. No changes were made." Also there is a link to check for solutions to the problem; no solution shows up in the Action Center, though. That's about it.

Expert:  Richard replied 1 year ago.
ok, the partition is damaged...

Is the computer still under warranty?
Customer: replied 1 year ago.

Sure, I just bought it a few weeks ago.

Expert:  Richard replied 1 year ago.
ok, my advise is to leave the original hard disk in.

Go back to where you purchased it and tell them you need to do a restore but the recovery does not work.

Have them reload this for you. Else you are going to need to purchase a copy of Windows 8 Jadon....

Customer: replied 1 year ago.

Ok, but I'm in Kenya, and I bought the PC directly from the HP online store. Besides, I think the OS is fine...don't know why I would need a new copy of Win8.

Expert:  Richard replied 1 year ago.
We need to reload it to resolve your problem Jadon.

If we cannot use the version on the Harddisk, we need to install from a Disk.

Customer: replied 1 year ago.

Well, I can just make a .iso from my existing OS, can't I? Or if not that, than I can at least download it.

Expert:  Richard replied 1 year ago.
No, you cannot make an iso from your existing OS Jadon, there is no way to pack a running version of Windows into an installation.

Downloading though means paying for it again.

Can you not contact HP to see if they may send a recovery disk to you?

Richard, Software Specialist
Category: Microsoft Office
Satisfied Customers: 16842
Experience: Over 15 year experience resolving Microsoft Office Issues
Richard and 8 other Microsoft Office Specialists are ready to help you
Customer: replied 1 year ago.

Hi,


 


I actually contacted Microsoft support, and they managed to fix it for me. So I guess this issue is closed.

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