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Old 09-21-2015, 01:22 PM
RoundSound RoundSound is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2013
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Default Office 2013 has 'c2r32.dll is missing from your computer'

The symptom I am seeing is this:

I click on the Excel icon in the Start Menu and the error message says 'The program can't start because c2r32.dll is missing from your computer.'
In fact I can see it in two places
c:\Program Files\Microsoft Office 15\root\client\c2r32.dll
c:\Program Files\Microsoft Office 15\root\ClientX64\c2r32.dll

I tried BelArc to retrieve the license key and it gave me a key with a footnote, with OEM in it. I'm not sure how I would use it. The first fifteen digits are numerical and the last ten are like this
AAOEM-M7RP2
If that identifies the version that the key belonged to, I would love to know what version it identifies.

I did a TrendMicro scan and it finds no viruses

My todos: check logs, do a google search for that error code, look for help here, give up

It's a small business, and it's a mystery to me why these files don't work. So I am hoping someone can help me understand it.

I am told emphatically that this Dell XPS purchased maybe about 2010 recently possessed a working, licensed copy of Office 2013, and I think these people are not scamming, and I am trying to make Office 2013 work again. But you know, they don't have the install key or license key or whatever newfangled key they have these days. The IT guy has several different jobs he does (like shipping). He has the install cards for the other computers in the office, but he looked for this one and couldn't find it. He just told me it definitely had a valid license.

I spent a difficult hour or more with Edwin P. on chat (from the office.com web site) and explained the whole story. After a while he said he was a technical analyst (a different person at the keyboard?). He just kept saying the product key is missing. He says there was never a product key and that it should be obvious to me somehow. But I don't know how much he knows. I am not trying to hack Microsoft this time. That seems to be the truth from the people here.

It seems like worth a lot of time to keep asking since it would be stupid to lose $400 when I can ask a lot of questions in a short amount of time and I am not getting paid a lot of money to ask them. I am persistent but also aware that Microsoft is better equipped than I am!

I'm also assured on the other hand that there was a product key and it worked fine until last week for some reason.

TrendMicro scan doesn't seem to do anything helpful - finds nothing wrong.

I found an account at office.com that works and it has a Publisher license associated with it but it doesn't have Office 2013. I got an 'Install' button and it errored out with an error code 30015-1025(216). The message says hat it is a 16-bit app trying to run on a 64-bit operating system, so it won't even try to reinstall Publisher.



I tried to run it with 'recommended compatibility settings' in the compatibility troubleshooter but it still gives the same message.

I'm told that the computer is accessible by several people - the manager, and various people who work in the office. So, ...

One possibility is that it was detected on a different computer and disabled by Microsoft, is that a thing that happens? But nobody co0uld do that without the product code, and the product code was only on the installation card, so that seems unlikely. Is it possible the person called Fred kept the card or someone brought it home and tried to use it and ended up ruining the installation? That would kind of make sense. And then I could stop trying to solve the mystery and go and get some lunch! But really that is a heinously un-obvious way for a small business to be informed that their license key was not kept safe enough ...

On the other hand I'm really not sure what else could have happened to the files on this computer. It seems like it could have been a disk error or some kind of registry corruption (except Windows 7 doesn't have a registry, I don't know ...) in which case the guy on the other end of the support chat with Microsoft was just extremely unhelpful.
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Old 09-21-2015, 09:16 PM
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macropod macropod is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2010 32bit
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If you bought a PC with legitimate Windows and Office installations, you are entitled to the product keys for both from the vendor. That you say "they don't have the install key" suggests the installation was not legitimate. As for the 'AAOEM-M7RP2' in the product key, the 'OEM' suggests you have what is called an OEM license that is only valid for the computer with which it was supplied from the factory.

Have you tried repairing the Office installation (via Start > Windows Control Panel > Programs > Programs & Features > Microsoft Office (version) > Change)?
Quote:
Originally Posted by RoundSound View Post
some kind of registry corruption (except Windows 7 doesn't have a registry, I don't know ...)
All Windows versions have a registry.
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Old 09-22-2015, 08:43 AM
RoundSound RoundSound is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2013
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Post We can try contacting Dell. There was a blue screen.

Thank you for that response! Since I am part-time and also gave up soon, it took me a while to return. I agree that we should contact Dell and see what license we can recover. Apparently to contact Dell we may want to have an order number, which is not very easy to find, but that is another issue.

I looked in the application log and security log and system log in the Windows 7 Control Panel Administrator Event Viewer, and saw many disturbing items. There was a Blue Screen on the morning of the 15th so that made me think there is something bad with that computer, and we may want to reinstall the OS or something. I can see events where the Windows license is being checked but there aren't many details.

I only see a few restore points I could restore to.

It is still a mystery to me how the present situation arose. I seem to see some indication that there wasn't an Office 2013 license, but I think they told me that there was. It is a mystery so far. Conceivably they had a license for some earlier version and are sore that it won't upgrade, but they said everything was just fine until the 15th when it broke. (Wednesday).

What help can I get with understanding the event logs?

I will try to get back to it this afternoon. Thanks again.
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Old 09-22-2015, 02:39 PM
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macropod macropod is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2010 32bit
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I can't see how Dell has anything to do with this. Office is sold separately from Windows, so I doubt it was installed on your PC when it left the factory. Restoring to one of your earlier restore points might be useful if you have one that predates the onset of the problems you're having.
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Old 09-22-2015, 05:25 PM
RoundSound RoundSound is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2013
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Default Would the vendor not be Dell

I will try to do the Repair as you have suggested, but it will be til Wednesday 7/23/15.

We bought the computer directly from them Dell in 2012, I learned today. I'm hoping we can recover the license key and/or disk from them and use the earlier version of MS Office if the 2013 license is un(re)obtainable.

If the Repair doesn't work, I hope there is a way to reinstall whichever version was on there on the Dell before all this. Is that a reasonable plan to have in mind?

We have a valid license for Publisher and a desire to use that software on this machine. I'm not currently aware whether the Publisher software requires an Office license? I hope to get an Office version running on there that will get it to go. Also I'm unaware what previous version of Office would have been on a Dell bought in 2012, or whether it would still be usable presently; but I can look those up.

Sorry if I have been obstinate. Thank you for helping.
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Old 09-22-2015, 05:54 PM
RoundSound RoundSound is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2013
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"That you say "they don't have the install key" suggests the installation was not legitimate." (how do I quote-block that)

About the installation key card, they just can not find the folder it is supposed to be in, I'm told. He thought it was at her desk and she thought it was at his desk, and when they looked in both piles of messy, it failed to present itself.

I am open to the suggestion that it could be a homemade attempted installation, but I don't know how to prove either hypothesis definitively, based on what I can see on that computer. If it's a bogus installation it looks like someone worked pretty hard on it. There's the IT guy who works there, he didn't try to rig up a bogus installation, but a couple other techies could have maybe.

Thank you for the clues so far.

EDIT:
Attempted "Repair" - "Error occurred ... may already have been uninstalled".
Next try obviously is to do the System Restore if I can find it.

Last edited by RoundSound; 09-23-2015 at 09:40 AM. Reason: To let you guys have the last word, below, while documenting my progress here, to avoid annoying you further, if possible
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Old 09-22-2015, 08:31 PM
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How about doing the repair, which you could have done any number of times by now. If that fails, the next course of action would be a system restore, as I already said. Simply going back & forth isn't achieving anything.

As for:
Quote:
About the installation key card, they just can not find the folder it is supposed to be in, I'm told. He thought it was at her desk and she thought it was at his desk, and when they looked in both piles of messy, it failed to present itself.
Who are 'they' - people in your office or the shop you bought the computer from? If it's the latter, they had no right to keep the key in the first place and their doing so raises even more concerns about the legitimacy of your license.

There are two ways of block-quoting:
1. Click on the 'Quote' button of for the post you want to quote. You can then edit from the block quote anything extraneous.
2. On a new line, type [quote][\quote] on and copy/paste whatever you want to quote between the ][.
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Old 09-24-2015, 02:38 AM
RoundSound RoundSound is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2013
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It's actually all OK now. I am a newbie with Windows 7 and also very rusty since I used to be employed using Windows XP, but eventually I did find the little box to show 'more restore points' and then it worked to go back to 9/4 when there was an automatic restore point. Office 2013 worked OK immediately as soon as I did that, and then I went to Windows Update or System Update or what it's called, and got the OS updates that I'd rolled back.

So from what I read in the logs I'd guess it broke when it blue screened during a system update.

The sticker on the top of the computer is too small. They could make it in larger print in case an oldish person is trying to read it. I would have known much sooner that it was purchased 2014 April, and not in 2010 which was the first guess I was given.

The people in the chat were incorrect to insist the problem was the license key. I was initially asking for a license key 'cause I'm not current with how Office installs, not having done any corporate IT for over a decade. I suggest they should change their approach a little bit. I'm sure I asked what I should do, and they started telling me there was never any license key on that machine.

You folks were incorrect when you suggested the install was not legit. All it needed was a system restore .... you guys did not do a great job for me in this case, and you acted impatient to me. So I am not extremely happy with that, and I hope you will do a little better next time.

Thanks for your service, we got it fixed, eventually! And MS basically did work, it's just basically hard to figure out, and probably tilted a little too much towards paranoid, and a little far away from being helpful. It could have diagnosed itself better than that.

I'm sure i made it worse by presuming I needed a license key to reinstall it. Since I presumed that would be the solution I made it harder for everyone to get around to finding the correct solution. I did try to shift the conversation to fixing the corrupt install (that was another keyword) but apparently several of us were fixated on the license key issue, so that slowed us down. I'm sure I made it worse by saying it was from 2010 or 2012 when it was bought direct from Dell in 2014. (I don't know why you guys invented the idea that we didn't buy it direct from Dell, 'cause we did.)

MS seems designed to take my bosses' money. It's easy to find out I can get a new license for $399, not easy to find out I can get a replacement license from Dell for $154. I was told repeatedly that my license was nonexistent or bogus, when in fact it was just a corrupted installation. The OS itself was happy to just give me an error message and stop, but some diagnostic software or other could have figured out what happened by looking at the license key and the history of updates, if it had been looking for the right kind of pattern.

I'm sure you have a lot of work to do and all, and I didn't pay you extra for answering, so I can't really expect a whole lot here. Thanks for sticking with the process and all.

You gave me the right answer recently, and also above, so that is great.

You didn't have to answer every time I wrote something - some of the comments I added were just to document.

I'm glad it got fixed eventually - Office 2013 is working fine now.
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Old 09-24-2015, 04:02 AM
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macropod macropod is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2010 32bit
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Quote:
Originally Posted by RoundSound View Post
eventually I did find the little box to show 'more restore points' and then it worked to go back to 9/4 when there was an automatic restore point. Office 2013 worked OK immediately as soon as I did that, and then I went to Windows Update or System Update or what it's called, and got the OS updates that I'd rolled back.
Had you repaired the Office installation, as suggested way back in post #2, none of that might have been necessary.
Quote:
Originally Posted by RoundSound View Post
You folks were incorrect when you suggested the install was not legit,
Thanks for the brickbat, but it was your misleading information that gave that impression. So, if you want to start throwing brickbats, aim at your feet. I might also add that nothing you've said in your latest post dispels the impression you don't have a valid licence.
Quote:
You didn't have to answer every time I wrote something - some of the comments I added were just to document.
Which made it unnecessarily difficult to work out what the issue was. If you want to make notes about something, don't go cluttering public forums with them...
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Old 09-24-2015, 08:26 AM
RoundSound RoundSound is offline Office 2013 has 'c2r32.dll is missing from your computer' Windows 7 64bit Office 2013 has 'c2r32.dll is missing from your computer' Office 2013
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Alright, fine, you win, it's your forum, thank you for all your help!
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