Install office with ppkg makes Fresh start fail

Question

Install office with ppkg makes Fresh start fail

Ben Snape 1

I created an installation USB with the 20H2 media creation tool
Then created a .ppkg file that installs office from this blog https://learn.microsoft.com/en-gb/archive/blogs/beanexpert/how-to-install-office-using-a-provisioning-package
The install works great.

If I perform a Fresh Start on the device it fails at 48% and the device needs rebuilding from a USB.

A Wipe works without an problems.

Any advice on troubleshooting this error?

Crystal-MSFT 53,991 Reputation points Microsoft External Staff

2021-03-02T01:59:11.867+00:00

@Ben Snape , For the Fresh start, could you let us know where did we perform this action, on Intune or on the device?

Based on my research, For Windows 10 version 2004 and later, the Fresh start functionality has been moved to Reset this PC. When we choose the same setting on the device to reset the PC, will it be successful?
https://support.microsoft.com/en-us/windows/give-your-pc-a-fresh-start-0ef73740-b927-549b-b7c9-e6f2b48d275e

Please check the above information and if there's any update, feel free to let us know.
Erin Ding-MSFT 4,476 Reputation points

2021-03-02T02:20:59.137+00:00

Hi @Ben Snape
Welcome to Q&A forum.
Based on your description, your issue seems to be more related to the installation USB. As tag "office-deployment" focuses on general issues about planning, deployment, and compatibility of Office desktop products, I will remove it. Thanks for your understanding.
Crystal-MSFT 53,991 Reputation points Microsoft External Staff

2021-03-04T02:25:46.6+00:00

@Ben Snape , How's everything going? I am writing to see if there's any opportunity to try the above steps. If there's any update, feel free to let us know.
Ben Snape 1 Reputation point

2021-03-04T13:59:52.52+00:00

Hi Fresh Start was performed from the Intune console.
when I used Wipe from the Intune console the device rebuilt without a problem, as I understand it Wipe uses a Reset

1 answer

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Crystal-MSFT 53,991 Reputation points Microsoft External Staff

2021-03-02T01:59:11.867+00:00

@Ben Snape , For the Fresh start, could you let us know where did we perform this action, on Intune or on the device?

Based on my research, For Windows 10 version 2004 and later, the Fresh start functionality has been moved to Reset this PC. When we choose the same setting on the device to reset the PC, will it be successful?
https://support.microsoft.com/en-us/windows/give-your-pc-a-fresh-start-0ef73740-b927-549b-b7c9-e6f2b48d275e

Please check the above information and if there's any update, feel free to let us know.
Erin Ding-MSFT 4,476 Reputation points

2021-03-02T02:20:59.137+00:00

Hi @Ben Snape
Welcome to Q&A forum.
Based on your description, your issue seems to be more related to the installation USB. As tag "office-deployment" focuses on general issues about planning, deployment, and compatibility of Office desktop products, I will remove it. Thanks for your understanding.
Crystal-MSFT 53,991 Reputation points Microsoft External Staff

2021-03-04T02:25:46.6+00:00

@Ben Snape , How's everything going? I am writing to see if there's any opportunity to try the above steps. If there's any update, feel free to let us know.
Ben Snape 1 Reputation point

2021-03-04T13:59:52.52+00:00

Hi Fresh Start was performed from the Intune console.
when I used Wipe from the Intune console the device rebuilt without a problem, as I understand it Wipe uses a Reset

Answer 1

Crystal-MSFT 53,991 Microsoft External Staff

@Ben Snape , After doing more research, I find, Fresh Start is not the same as a wipe of the PC. The Wipe action restores a device to its factory default settings. While Fresh Start can retain personal data. The main intent of Fresh Start is to help improve performance and device health. Fresh Start installs a clean, up-to-date version of Windows 10. Fresh Start will remove most of your apps, including Microsoft Office, third-party anti-virus software, and desktop apps that came pre-installed on your device.

I wonder if the process is failed during the office app remove stage. We suggest to manually remove the office app and do a fresh start again on the affected machine to narrow down if it is related.

Please try the above suggestion. If there's any update, please let us know.

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Ben Snape 1 Reputation point

2021-03-05T12:20:46.06+00:00

Hi,
I've just tried removing office and doing a Fresh Start, still fails at 48%

My understanding of Fresh Start is it rebuild Windows 10 with no apps or customisation, a Wipe will pick up a customisation file if it exists.

Thanks
Ben
Crystal-MSFT 53,991 Reputation points Microsoft External Staff

2021-03-08T04:11:49.947+00:00

@Ben Snape , Thanks for the update. From your testing, I know the Fresh start still failed after removing the office app. For wipe, if we choose the Retain enrollment state and user account checkbox.It will wipes all MDM Policies. Keeps user accounts and data. Resets user settings back to default. Resets the operating system to its default state and settings.

For Fresh start, it will remove any apps that are installed on a PC. If we choose "Retain user data on this device", it will keep the contents of the device user's Home folder, and remove apps and settings.

For our issue, to go further, log analysis is needed. Like the log SetupAct.log, With Q&A limitation, we are not the best channel for such case. We suggest to open case to troubleshoot it. Here is a link about how to open a case:
https://learn.microsoft.com/en-us/mem/get-support

Thanks for the understanding.

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Install office with ppkg makes Fresh start fail

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