Error code 12002-4, 12007-4, or 12152-4 when installing Office

If you're looking for help on error code 3-4, please see Error code 3-4 when installing Office.

You might see error codes 12002-4, 12007-4, or 12152-4 if your Internet connection, antivirus software, firewall, or proxy settings are preventing you from installing Office over the Internet. This article includes some things you can try to fix the problem. We’ve listed the most common solutions first, so try them in order.

If you're specifically experiencing a slow or intermittent Internet connection, you might want to try using the offline installer to see if that helps with the installation. If it doesn't help, carry on with the remaining solutions and try installing Office again after each one.

To reinstall Office, see Install Office on your PC or Mac and follow the steps for your Office plan.

The Office offline installer may help bypass potential proxy, firewall, antivirus, or Internet connection issues that might occur during an Office 2016 installation.

How you use the offline installer depends on which Office product you have. See Office for home and Office for business plans and then select from the table below.

Office product

Do this

Your Office product is under Office for home

Use the Office 2016 offline installer

Your Office product is under Office for business

Contact your admin.

If you're the admin, you can Contact Office 365 for business support for help.

Admins can also use the Office Deployment Tool to download the Office software to your local network. You can then deploy Office by using the software deployment method you typically use.

If you aren’t already using a wired connection to the Internet, plug in your device and try installing Office again.

If you're trying to install at work or at school, the network may be limited in a way that won't allow Office to install. If this is the case, take your device home, to a friend’s house, or to a wireless hotspot, and then try installing Office again. After it's installed, you'll be able to use it at work or school as if you had installed it there.

Note: If you need to install Office from work or school, your IT department might be able to help you deal with any network limitations.

If you use your device both at home and at work, try turning off the proxy settings in Microsoft Edge or Internet Explorer before you install Office. If you’re using a different browser, check their help to find out how to turn off proxy settings.

Microsoft Edge
  1. Click the Start button Windows Start button in Windows 8 and Windows 10 (lower-left corner), and choose Settings.

  2. Select Network & Internet, go to the bottom of the selections on the left side, and click Proxy.

  3. In Automatic proxy setup, automatically detect settings or use setup script, by sliding to On or Off.

  4. In Manual proxy setup, you can choose to use a proxy server. Generally, it will be off and if you slide it to On, be sure to select Save. And if it was off by default before you turned it on, be sure to slide back to Off when you've finished using it.

Internet Explorer 7, 8, 9, 10, or 11
  1. In Internet Explorer, click Tools (upper-right corner) > Internet options.

  2. Click the Connections tab, and then click the LAN settings button.

  3. Under Proxy server, clear the option "Use a proxy server for your LAN (These settings will not apply to dial-up or VPN connections)."

  4. Click Apply and OK to save changes. Restart your computer.

Note: There might be more proxy settings that you need to bypass. If this doesn't work, and you’re installing Office from work or school, check with your IT department for more information. For IT administrators, please see Office 365 URLs and IP address ranges.

For information about how to turn off your antivirus software, check your antivirus manufacturer's website. Uninstalling your antivirus software may also help. Don't forget to reinstall it after Office is finished installing and if you turned it off, be sure to turn it on again.

If you're not sure which antivirus software you have, use the following instructions to get to Control Panel to find the name of your antivirus software.

Tip: Windows 10 comes with default antivirus software, Windows Defender. If you determine that you're using it, select the Start button > Settings > Update & Security, and then select Windows Defender on the left. Slide the button to Off. Remember to turn it On again.

  1. Go to Control Panel by right-clicking the Start button Windows Start button in Windows 8 and Windows 10 (lower-left corner), and choosing Control Panel.

    Options and commands list see after pressing Windows logo key + X

  2. Do one of the following:

    • In Category view, select System and Security > Security and Maintenance, and then select the down arrow next to Security.

    • In Large icons or Small icons view, select Security and Maintenance, and then select the down arrow next to Security.

If Windows can detect your antivirus software, it's listed under Virus protection.

  1. Go to the Control Panel by right-clicking the Start button Windows Start button in Windows 8 and Windows 10 (lower-left corner), and choosing Control Panel.

    Options and commands list see after pressing Windows logo key + X

  2. Do one of the following:

    • In Category view, select System and Security > Action Center, and then select the down arrow next to Security.

    • In Large icons or Small icons view, select Action Center, and then select the down arrow next to Security.

If Windows can detect your antivirus software, it's listed under Virus protection.

  1. Go to Control Panel by choosing the Start button Windows 7 Start button (lower-left corner), and choosing Control Panel.

  2. Do one of the following:

    • In Category view, select System and Security > Action Center, and then select the down arrow next to Security.

    • In Large icons or Small icons view, select Action Center, and then select the down arrow next to Security.

If Windows can detect your antivirus software, it's listed under Virus protection.

If you're using a firewall from another manufacturer, visit the manufacturer's website for information about how to temporarily disable the firewall. For Windows Firewall, please see below.

Windows 10 Windows 8.1 and 7
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