Multiple Issues with Microsoft Office LTSC Professional Plus 2021 - Offline Installation

Question

Installation Method: Offline installation using the following command:

Setup.exe /configure path_to/Office2021.xml

Issues:

• Saving Files: Users are frequently unable to save Office files, both locally and on a file share.
• Opening New Files: Users often encounter issues when trying to open new files based on templates.
• Closing Office: Office behaves erratically and sometimes times out when attempting to close.
• Intermittent Functionality: Occasionally, Office works without any problems.

Troubleshooting Steps Taken:

• Cleared user profiles (temporary resolution sometimes).
• Started Word in Safe Mode.
• Deleted cached files.
• Followed numerous guides and suggestions from the internet.
• Tested with multiple accounts (administrator and normal user) with no difference in outcome.

Additional Information:

• When creating a new Word document via the right-click context menu in File Explorer and opening it, users can save this document to new locations (e.g., file share) without issues.

Helpful for any tips.

Answer 1

Hello @HampusEkedahl-0415

Welcome to the Microsoft Q&A Community! 

I genuinely appreciate the time and effort you’ve put into troubleshooting this so far. I know how disruptive it is when something as basic as saving a document doesn’t behave reliably, and I’m sorry you’re still running into this. 

Given everything you’ve already tried and the fact that the failures happen without any clear errors, it’s likely that we’re dealing with something deeper at the system or policy level. To move this forward as quickly as possible, the best next step is to create a support request with Microsoft Data Protection Team. They have the specialized tools and access to trace what’s happening behind the scenes and pinpoint the root cause. 

Please submit a request through the Microsoft 365 Admin Center: 

1. Sign in to the Microsoft 365 Admin Center. 
2. Navigate to Support > Chat support. 
3. Describe the situation
4. Submit the request, and it will be routed to the appropriate specialists. 

For more detailed information on how to get support, kindly refer to Get support - Microsoft 365 admin | Microsoft Learn 

If you prefer to speak with someone or require immediate assistance, you can also contact Microsoft Billing Support by phone.

Please find the appropriate contact information here and make a phone call: Customer service phone numbers - Microsoft Support 

If it helps, here’s what to have handy when you call (this will speed things up): 

• Affected device names and Windows versions 
• Approximate times of the most recent “Save” failures 
• Your Office deployment method (offline ODT) and the configuration XML (if available) 
• Any relevant Group Policies (a gpresult /h report is perfect if you can generate it) 
• Your current case/ticket ID (so they can link the investigation) 

Note:  

Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help. 

Please try calling the phone support number 2-3 times during work week to ensure an agent is available to take your ticket. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. We sincerely apologize for any inconvenience this may cause. 

Thank you again for your patience and persistence. I know this has been frustrating, and I hope the Data Protection team could investigate and provide you with proper solutions. Let me know how it goes or if you need further information.  

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