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User complaints spur Microsoft to pull Office 97 service pack

September 30, 1998
Web posted at: 11:10 AM EDT

by Bob Trott


(IDG) -- Following a raft of user complaints, Microsoft has pulled Office 97 Service Release 2 (SR2) from its Web site to fix installation problems with the package, officials at the software company said.

Microsoft removed the update days after BugNet issued an alert warning users not to install SR2, which was released Sept. 15, if they have any Office 97 application from the first half of 1997 already on their system.

The problem, which BugNet reported and Microsoft later confirmed, is that SR2 requires the first Service Release, SR1, to be installed. In some cases, though, SR2 was not able to recognize that the first update had been installed.

The installation of SR2 is thrown off if Access or some other application has been added to Office 97 after SR1 was installed, Office product manager John Duncan said Tuesday.
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"When you try to install SR2 in that situation, SR2 says that you do not have SR1 installed properly," Duncan said. "SR1 must be installed on top (of all of Office) before SR2 can be used properly."

Duncan said a revised SR2 probably would be ready "in a matter of weeks." Microsoft has not had reports of trouble from users who successfully installed SR2, which includes an Excel bug fix as well as updates for year-2000 issues and support for euro currency.

"For customers that have downloaded and installed the SR2 patch successfully there is no cause for concern or action," Microsoft said in a statement on its Office Web site ( "Successful installations of SR2 have proven to be reliable updates to Office 97. Users that have successfully installed an SR2 will not need to reinstall the updated SR2 patch when it is released."

Based in Redmond, Wash., Microsoft Corp. is at

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