Forum Discussion

Copper Contributor

Feb 21, 2023

M365 automatically reverts back to an older version

I'm migrating to Monthly Enterprise Channel using the M365 servicing plan which seems to work fine, except for a handful of computers. Their channel changes, but their office version will not stay cu...

microsoft 365 apps

David_Watts

Copper Contributor

Feb 27, 2023

manoth_msft Sorry it took me so long to respond. Yes, I did deploy with Intune, but I also installed manually even from the office portal. I completely uninstalled, restarted, installed and I thought all was well, but the next morning it reverted back. I validated the settings on the "bad" machine are the same as mine, which is updating properly.

I did search for "updatetargetversion" and I see it contains the build number it rolled back to.

HKLM\SOFTWARE\Policies\Microsoft\cloud\office\16.0\Common\officeupdate

I'll give it a try by renaming the key and restarting C2R service.

I did notice, ClientVersionToReport is 16.0.15726.20196 while VersionToReport is 16.0.15427.20284. BTW, 16.0.15427.20284 is the version which appears for "updatetargetversion".

Thanks for the help and I'll let you know what I find.

manoth_msft

Microsoft

Mar 02, 2023

ClientVersionToReport and VersionToReport not matching is expected. ClientVersion refers to the C2R service itself, while Version refers to the apps. Those are basically never the exact same and that's ok.

The fact that you found the "updatetargetversion" in the \policies\...\cloud\ means that the device has some information from servicing profiles set. Can you share the values from HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\cloud\office\16.0\Common\officeupdate?

David_Watts
Copper Contributor
Mar 19, 2023
Hi Martin,
You are a genius.... updatetargetversion was the issue. Once I deleted the key and then ran OfficeC2RClient.exe /update user, the user stepped through the update process. Oddly that key returns after being updated, hopefully I don't have to manually fix this again.
Thank you for your assistance.
- manoth_msft
  Microsoft
  Mar 21, 2023
  Thanks 🙂
  Unfortunately, a returning targetversion will most likely trigger another downgrade in the future. Can you export the HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\cloud\office\16.0\Common\officeupdate key and post the export here?
  
  Are you using Servicing Profiles from the config.office.com portal and is the profile active or paused?