Error 36, Setup crashes, or the DVD is ejected during Office for Mac installation

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Article ID: 2394138 - View products that this article applies to.
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SYMPTOMS

When you try to install Microsoft Office for Mac 2011, you experience a problem such as these: 

  • The Setup program crashes. 
  • The DVD is ejected automatically during setup.
  • You receive "Error 36."

RESOLUTION

Note You may it helpful to print this article before you try the resolution methods.

Method 1: Clean the disc

Use a disc-cleaning kit to clean the setup disc. Or, gently wipe the silver side of the disc by using a soft, lint-free cotton cloth. Do not use paper cloth, which can scratch the plastic or leave streaks. When you clean the disc, wipe from the center of the disc outward. Do not use a circular motion. If the problem continues to occur, clean the disc by using a damp cloth or a commercial DVD cleaning solution. Dry the disc thoroughly before you insert the disc into the disc drive. 

Visually inspect the DVD for dust or fingerprint smudges. If the DVD is scratched, the information on it may not be retrievable, and you might have to obtain a replacement DVD to install the Office suite. 

To obtain a replacement disc from Microsoft in the United States, telephone the Microsoft Order Desk at (800) 360-7561. If you are outside the United States, please visit the following Microsoft website to learn how to obtain a replacement disc:

For more information, click the following article number to view the article in the Microsoft Knowledge Base:
326246 How to replace Microsoft software or hardware, order service packs and product upgrades, or replace product manuals

Method 2: Test the DVD drive

Try to install the application by using a different DVD drive on the same computer, or use the same disc and install the product on a different computer. If the installation is successful and if you can start the application, the problem may be that the original DVD drive cannot read the product disc. 

If the problem continues to occur, the disc might be damaged. For information about how to replace the disc, see Method 1. If the problem did not recur, go to Method 3. 



Method 3: Copy the installer file to your desktop

  1. Insert the Office disc into the disc drive.
  2. Double-click the DVD icon.
  3. Hold down the Control key on your keyboard, and then click the Office Installer. 
  4. Select Copy.
  5. On the Edit menu, click Paste Item.

If the file can be copied without error, try the installation from the installer on the Desktop. If an error occurs, go to Method 4. 

Method 4: Try the disk in safe boot mode

If the problem continues to occur, background programs/services that are running on your computer may be preventing setup from completing. You can use safe mode to troubleshoot the problem. For more information about safe mode, click the following article number to view the article in the Microsoft Knowledge Base:  
2398596 Perform a clean startup (Safe boot) to determine whether background programs are interfering with Office for Mac
If the issue continues to occur, go to the next method. 

Method 5: Create a new user profile

Sometimes, a specific user's information may become corrupted. To determine whether this is the case, you can log on as a different user or create a new user account, and then retry.

For more information about how to create a new user account, click the following article number to view the article in the Microsoft Knowledge Base:
2439218 Testing your user account to troubleshoot Office for Mac applications

If the issue continues to occur, go to the next method.

Method 6: Check for antivirus software

An antivirus program may be conflicting with the installation. Be aware that during the installation of Office, Setup prompts you to quit all applications and turn off antivirus software before you continue. If you do not quit the antivirus program, Office might be unable to perform the installation. 

Properties

Article ID: 2394138 - Last Review: August 29, 2011 - Revision: 22.1
APPLIES TO
  • Microsoft Office for Mac Home and Business 2011
  • Microsoft Office for Mac Home and Student 2011
  • Microsoft Office 2008 for Mac Business Edition
  • Microsoft Office 2008 for Mac Home and Student Edition
Keywords: 
dftsdahomeportal kbinstallation KB2394138

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