Downloading updates for Office for Mac, the connection drops, error 404, "Cannot establish connection to server " or "Timed out" errors

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Article ID: 976931 - View products that this article applies to.
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SYMPTOMS

When you try to download an update or a tool from a Microsoft Web site in an Office for Mac program, you cannot download the files, or your connection drops. Additionally, you receive one of the following error messages:
Error message 1
Page cannot be displayed 404
Error message 2
Cannot establish connection to server
Error message 3
Connection to the service timed out

CAUSE

This problem occurs because of one or more of the following conditions are true:
  • The browser is not connecting correctly to the Web site.
  • Your computer is not connecting correctly to the Domain Name System (DNS) server for your Internet service provider (ISP).
  • Your computer cannot maintain a sufficiently strong connection.
  • Malware on your computer is redirecting the connection, and preventing you from accessing the files.

RESOLUTION

This problem is system-specific, and it can usually be resolved by trying one of the following methods:
  • If you can do this, try to download the files again by using a different browser.
  • If you are trying to download Microsoft updates through the Automatic Updates feature, try to download the files manually. To do this, visit the following Web site:
    http://www.microsoft.com/mac/downloads.mspx
    Then, try to download the updates by using the download links on the site.
  • If you are connecting wirelessly, try to connect directly to the modem through an Ethernet connector. Then, try to download the files again.
If these methods do not resolve the problem, there may be an issue that affects the DNS settings for your Internet connection.

Ask your ISP to input their specific DNS server address in the network preferences for your account. Then, try to download the updates again.

If the problem persists, your computer might be infected by malware. For example, this problem is known to be caused by DNS Changer, a program that runs on Macintosh computers.

You should be able to locate the malware by running both antivirus and spyware scans on your computer. If you do not have antivirus or spyware software already installed, we recommended that you invest in these programs. Contact Apple Support for the best advice about which virus and Malware scanners work best for your computer. For more information, visit the following Apple Web site:
http://www.apple.com/support/
Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

MORE INFORMATION

This issue is not related to the Microsoft Update server.


Properties

Article ID: 976931 - Last Review: October 6, 2011 - Revision: 6.0
APPLIES TO
  • Microsoft Office 2004 for Mac Professional Edition
  • Microsoft Office 2004 for Mac Standard Edition
  • Microsoft Office 2004 for Mac Student and Teacher Edition
  • Microsoft Office 2008 for Mac
  • Microsoft Office 2008 for Mac Business Edition
  • Microsoft Office 2008 for Mac Home and Student Edition
  • Microsoft Office 2008 for Mac Special Media Edition
  • Microsoft Office for Mac Home and Business 2011
  • Microsoft Office for Mac Home and Student 2011
Keywords: 
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