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jstinehelfer
jstinehelfer, Information Systems Manager
Category: Microsoft Office
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Experience:  A+ Comptia Certified computer repair
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can not install 0ffice home and student 2013

Customer Question

can not install 0ffice home and student 2013 key number xxxxxxxxxx MY email [email protected]

Submitted: 3 years ago.
Category: Microsoft Office
Expert:  KamilAnwar1 replied 3 years ago.

KamilAnwar1 :

Hello & Welcome to JustAnswer. My name isXXXXX and i will do my best to assist you.

KamilAnwar1 :

Can you tell me which operating system are you using?

JACUSTOMER-3dsk7gzs- :

windows 8

KamilAnwar1 :

Type services.msc from the Start screen and tap or click services in the list of results.

KamilAnwar1 :

Look through the list of services, find Print Spooler, and open it.

KamilAnwar1 :

Click Stop, then Click OK and re-try the Office 2013 download/setup.

JACUSTOMER-3dsk7gzs- :

very new to all this have tried retry several times

KamilAnwar1 :

No problem, can you confirm if you have opened services.msc?

KamilAnwar1 :

Re-try will not work, because we need to stop Print Spooler Service for which i have provided the steps.

JACUSTOMER-3dsk7gzs- :

service. msc ?

KamilAnwar1 :

services.msc

KamilAnwar1 :

You have to type it and your Windows will automatically search for it. Then Click on services.msc from the search results.

JACUSTOMER-3dsk7gzs- :

services msc where do i find it

KamilAnwar1 :

Press the Windows Key on your keyboard, then Windows will open tiles.

KamilAnwar1 :

type services.msc and it should search for it.

KamilAnwar1 :

OR hold the Windows key then press R

KamilAnwar1 :

It will open a small command prompt called Run

KamilAnwar1 :

In Run, type services.msc and hit Enter

JACUSTOMER-3dsk7gzs- :

no Enter shown

KamilAnwar1 :

Enter is the key on keyboard, that you will need to press

KamilAnwar1 :

After you type services.msc

JACUSTOMER-3dsk7gzs- :

just get a list

KamilAnwar1 :

Great. So that means you have now opened Services.msc

KamilAnwar1 :

Can you click anywhere in this list, and press P until you see Print Spooler

JACUSTOMER-3dsk7gzs- :

have found print spooler

KamilAnwar1 :

Excellent.

KamilAnwar1 :

Right click on it using your mouse and select Stop

KamilAnwar1 :

Then try to re-try the office setup and see if that works.

JACUSTOMER-3dsk7gzs- :

office is installing in the background (84%)

KamilAnwar1 :

Progress :)

KamilAnwar1 :

It moved from 80% to 84%

KamilAnwar1 :

Should install fine now.

JACUSTOMER-3dsk7gzs- :

yes

JACUSTOMER-3dsk7gzs- :

message says Excel has stopped working

KamilAnwar1 :

Are you updating from a previous office?

JACUSTOMER-3dsk7gzs- :

have tried to reinstall office home student 2013

KamilAnwar1 :

When you reinstall, all previous applications should be closed.

KamilAnwar1 :

You can re-open Excel once it has finished the installation/setup.

JACUSTOMER-3dsk7gzs- :

the office program just stopped working so I uninstalled it but can not get it to work

JACUSTOMER-3dsk7gzs- :

I have try all day to get it up and running

KamilAnwar1 :

Please provide complete information on the issue - You uninstalled office and then you were trying to reinstall office? Is that correct?

JACUSTOMER-3dsk7gzs- :

yes

KamilAnwar1 :

If office was uninstalled, then how did the Excel error come (if it was not running) ?

JACUSTOMER-3dsk7gzs- :

that is what i can not understand all my office programs are still in computer but I just cannot run office

KamilAnwar1 :

So when you run any Office Program, it stops?

JACUSTOMER-3dsk7gzs- :

yes

KamilAnwar1 :

When did it start?

JACUSTOMER-3dsk7gzs- :

I have spent £109 on the program and an other £ 28 to day and still cant get it to work

JACUSTOMER-3dsk7gzs- :

this morning

KamilAnwar1 :

Okay.

KamilAnwar1 :

Let's try a system restore.

JACUSTOMER-3dsk7gzs- :

Okay

KamilAnwar1 :

Give me 2-3 minutes to check some information here please.

JACUSTOMER-3dsk7gzs- :

ok

KamilAnwar1 :

Did the office setup finished installation?

JACUSTOMER-3dsk7gzs- :

no

JACUSTOMER-3dsk7gzs- :

still showing 84%

KamilAnwar1 :

Okay. Please wait#

JACUSTOMER-3dsk7gzs- :

it say you can use your program now but please don't go offline or restart your computer

KamilAnwar1 :

So has the installation finished?

JACUSTOMER-3dsk7gzs- :

no only 84%

KamilAnwar1 :

What says you can use your program now?

JACUSTOMER-3dsk7gzs- :

the computer

KamilAnwar1 :

Okay. Try to open any office program and see if that works.

JACUSTOMER-3dsk7gzs- :

it says microsoft word has stopped working correctly

KamilAnwar1 :

Okay.

KamilAnwar1 :

Please follow these instructions to restore your computer to yesterday's date or earlier.

JACUSTOMER-3dsk7gzs- :

okay

KamilAnwar1 :

KamilAnwar1 :

Type restore point to search, then Click on Create a Restore Point on the left. As shown in the image above.

KamilAnwar1 :

KamilAnwar1 :

Next click on system protection tab, then Click on System Restore

KamilAnwar1 :

KamilAnwar1 :

You will then see a Window like the one above with date and time for available restore points, tell me if there is any restore point that has yesterdays date or earlier.

JACUSTOMER-3dsk7gzs- :

how do i start the restore point

KamilAnwar1 :

Can you see the restore points now with dates?

JACUSTOMER-3dsk7gzs- :

no still trying to find restore program

KamilAnwar1 :

Can you hold the windows key then press R

KamilAnwar1 :

then type rstrui.exe and press Enter key

KamilAnwar1 :

Click Next, you should be able to see the restore points. Tell me what dates does it has?

KamilAnwar1 :

It appears that you are offline. Please let me know when you are back.

JACUSTOMER-3dsk7gzs- :

yes I have tried three restore points with out getting office up and running

KamilAnwar1 :

Which computer/laptop is it?

JACUSTOMER-3dsk7gzs- :

acer

JACUSTOMER-3dsk7gzs- :

not a laptop

KamilAnwar1 :

What is the model/part number?

JACUSTOMER-3dsk7gzs- :

cant find model number

KamilAnwar1 :

It should be on the back of the Acer machine, or written on the front case

JACUSTOMER-3dsk7gzs- :

I would have to disconnect every thing to find it

KamilAnwar1 :

Do you have the box it came in?

KamilAnwar1 :

You do not need to disconnect.

KamilAnwar1 :

See example image

KamilAnwar1 :

KamilAnwar1 :

It's written above the CD rom in white

JACUSTOMER-3dsk7gzs- :

ax390

JACUSTOMER-3dsk7gzs- :

Its an AX390

KamilAnwar1 :

Do you have all your data backed up?

JACUSTOMER-3dsk7gzs- :

most of it is on external drives

JACUSTOMER-3dsk7gzs- :

which I can disconnect

KamilAnwar1 :

That means we can do a reset on the PC to take it back to it's factory settings and then reinstall Office

JACUSTOMER-3dsk7gzs- :

yes

KamilAnwar1 :

Okay.

KamilAnwar1 :

Did this system come with Windows 8?

JACUSTOMER-3dsk7gzs- :

i don't think is the computer is more that Microsoft wont recognise my account

JACUSTOMER-3dsk7gzs- :

no I bought that later

JACUSTOMER-3dsk7gzs- :

and have the disc

KamilAnwar1 :

It is not Microsoft because you were able to run Office programs.

KamilAnwar1 :

Now they unexpectedly close due to errors

KamilAnwar1 :

Correct?

JACUSTOMER-3dsk7gzs- :

ok

JACUSTOMER-3dsk7gzs- :

tell me what you want me to do

KamilAnwar1 :

Reinstall Windows 8

JACUSTOMER-3dsk7gzs- :

windows seem to be ok its just office that the problem

JACUSTOMER-3dsk7gzs- :

do you what me to go to factory reset

KamilAnwar1 :

Yes Please

KamilAnwar1 :

It is going to take 3 to 4 days more if try and find the errors for Microsoft Office

JACUSTOMER-3dsk7gzs- :

how do I do that

KamilAnwar1 :

It is best to reset Windows 8

KamilAnwar1 :

Click Here to see How

JACUSTOMER-3dsk7gzs- :

do I just put in the disc

KamilAnwar1 :

Click on the Click Here above please, for instructions.

KamilAnwar1 :

Did you open that?

JACUSTOMER-3dsk7gzs- :

hard for me to understand

KamilAnwar1 :

Can you press the Windows Key on your keyboard and when Windows Tiles Appears let me know

JACUSTOMER-3dsk7gzs- :

yes

KamilAnwar1 :

Type settings and Click on settings which it shows in the search results

KamilAnwar1 :

Then Click on Change PC Settings

JACUSTOMER-3dsk7gzs- :

only get ebson settings

KamilAnwar1 :

Press Windows Key + C

KamilAnwar1 :

Then Click on Settings (Bottom Right)

KamilAnwar1 :

Under the Settings panel that slides in, click the Change PC Settings button.


 

KamilAnwar1 :

In PC Settings, go to the General tab from the menu on the left, and scroll all the way down. There, you’ll find two options, one saying Refresh your PC, and the other one for Reset your PC. Click on Reset your PC.

KamilAnwar1 :

then Click Next

KamilAnwar1 :

Are you still there?

Expert:  adamd-mod replied 3 years ago.
Hello, did you still want help with this question?

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