Article ID: 2837988 - View products that this article applies to.
Expand all | Collapse all

Resolution


If you are receiving this error when you attempt to install Office 2013 or Office 365:

"Background installation ran into a problem: Please make sure you're still connected to the internet, or try connected to a different network"

You can fix it by following these steps:
  1. Restart your computer.
  2. Download and run this Fix it to remove Office 2013 or Office 365:

    Collapse this imageExpand this image
    assets fixit1
    Fix this problem
      Microsoft Fix It
    Collapse this imageExpand this image
    assets fixit2


    Note
    This Fix it applies to Office 365 Preview, Office 365 and Office 2013.

    IMPORTANT When you download the troubleshooter, click Save in the File Download dialog box
    Collapse this imageExpand this image
    assets head folding start
    (See image).
    Collapse this imageExpand this image
    assets head folding end
    Collapse this imageExpand this image
    assets folding start collapsed
    Collapse this imageExpand this image
    2840039
    Collapse this imageExpand this image
    assets folding end collapsed
      When it's done, click Open folder, find the file (the name should start with O15CTRRemove) and double-click it to run the troubleshooter. If you click Open, you may have problems running the troubleshooter.
  3. Attempt to install Office from your My Account page.
If these steps didn't fix your issue, you can take a look at this article for more help: General troubleshooting for installing Office 2013 and Office 365.

More information

Need more help?

Get help from the Microsoft Community, search for more information on Microsoft Support or Office Online, or contact support for Office 2013 or Office 365 Home.






Properties

Article ID: 2837988 - Last Review: April 16, 2014 - Revision: 1.3
Applies to
  • Microsoft Office Home and Business 2013
  • Microsoft Office Home and Student 2013
  • Microsoft Office Professional 2013
  • Microsoft Office Professional Plus 2013
Keywords: 
kbsurveynew KB2837988

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com