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Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 31123
Experience:  Over 15 year experience resolving Microsoft Office Issues
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Hi. I just bought a nice Fujitsu laptop running Windows 8.

Customer Question

Hi. I just bought a nice Fujitsu laptop running Windows 8. I got Office 365 with it and did the on-line download. The files are all there including a short cut but when I click the shortcut it won't run and a message comes up saying that the programme needs to be downloaded for it to run. Can anyone help?
Submitted: 3 years ago.
Category: Microsoft Office
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is Richard.

Just to clarify, are you able to run the installation and Office wont start?

Or is the problem starting the installation?

Thank you
Customer: replied 3 years ago.

I have run the installation, and the shortcut is there on the desktop but when I try to run Office it says that it's not installed

Expert:  Richard replied 3 years ago.
Thank you Simon

Can you download this file please

http://go.microsoft.com/?linkid=9815935

Run it and complete the process.

When done, restart the computer and tell me if you can now run Office.

Thank you
Customer: replied 3 years ago.

Hi. I tried that, in fact I'd tried it before and it didn't work. the un-install doesn't remove the short cut icon and the click to run programme doesn't seem to activate it. all I get is a message saying the sort cut can't open an uninstalled programme

Expert:  Richard replied 3 years ago.
ok, download Revouninstaller (the free 30 day trial) from here please

www.revouninstaller.com

Install and run it and use this to uninstall office.

When done, 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 choose 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 give a message "the type of the file system is NTFS cannot lock current drive.
chkdsk cannot run because the volume is in use by another process. Would you like to schedule this volume to be checked the next time the system restarts y/n" Say Y, press enter and restart the computer.

Than Please do the following in Internet Explorer

Click Tools (the gear wheel top right) than Internet Options

Click on the General Tab and Delete all Temporary Internet Files.

Than click the Advance Tab and click Reset

Press the Windows Key + R and type in

%temp%

Press enter and delete all files and folders from the window.

Once done, restart the computer, install office and let me know if it now starts correctly please.

Thank you
Customer: replied 3 years ago.


I installed revo expert but I cant find Office amongst the list of programmes it gives

Expert:  Richard replied 3 years ago.
Does it still show under Control Panel > Programs > Uninstall a Program?

Customer: replied 3 years ago.

It doesn't show, but there are lots of programmes called Microsoft visual C++ etc.


Perhaps it has been removed and only the short cut remains. Should I proceed to the c cleaner stage?

Expert:  Richard replied 3 years ago.
Yes it has been removed.

Please continue with the reset of instructions starting at CC Cleaner.

Thank you
Customer: replied 3 years ago.

I did all that and now it didn't even install the files or the shortcut. so I'm in a worse position than when we started

Expert:  Richard replied 3 years ago.
No, it is just encountering the error correctly, you never where installing it.

Can you Press Windows Key + X and choose Control Panel.

Go to Users, and make a new user account

restart the computer, log in with this new account and tell me if you can install with this please.

Customer: replied 3 years ago.

The only options I have are changing the name of the old user or being a guest. I thought my user on the laptop and my account with Microsoft were two different things. can you clarify?

Expert:  Richard replied 3 years ago.
They can be different or the same.

It is confusing but how Windows 8 has designed this.

The exact steps you take there are

Click Manage another account.

Click Create a new account.

Type the name you want to give the user account, click an account type, and then click Create Account.

Are you able to do these steps?
Customer: replied 3 years ago.

I think so but there was no 'manage another' option. all I did was change the name and make myself an administrator

Expert:  Richard replied 3 years ago.
ok, the fact you were not an Administrator can cause the issue.

Now you are, restart and try to install.

Let me know the results please

Thank you
Customer: replied 3 years ago.


Thanks. Is there a way to restart without using the power button?

Expert:  Richard replied 3 years ago.
yes (so wonderful how they made things hidden in Windows 8...)

Swipe in from the right edge of the screen, and then tap Settings.

(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and then click Settings.)

Tap or click Power, and then tap or click Restart.

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