Word 2002/XP sometimes freezes when opening in "My Documents"

  • Thread starter Thread starter Ant
  • Start date Start date
A

Ant

Hello.

I have a client who is having problems with his MS Word 2002/XP (all
updates from MS Updates) that likes to freeze (not responding and has to
be killed) when opening files (open dialog) in Windows 2000 SP4 (all
updates).

Any ideas why? Thank you in advance. :)
--
"Ants never lend, ants never borrow." --unknown
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| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
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Ant is currently not listening to any songs on his home computer.
 
Usually a corrupt normal.dot or corrupt/missing printer driver. But try
the FAQ for detailed help:
http://word.mvps.org/FAQs/AppErrors/ProblemsStartingWord.htm
Click to expand...

He doesn't have problems opening Word. He has problems with Word's open
document feature/option (open dialog box).
--
"In every enemy that is an ant, behold an elephant." --Turkish
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/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
Well the FAQ covers problems that match that too.

So he can open Word to its blank document, edit and then save it. But he
cannot open existing docs?

Which AV is being used?

What happens when opening in Safe Mode? From Start | Run, type in

winword /a

and press Enter. Now try File | Open. Does it still freeze?

If it still freezes in Safe Mode, delete and reinstall the printer driver -
first making sure it is the latest printer driver from the manufacturer's
support site.

Terry
 
OK, I will try them later. He's using old Norton AntiVirus Corporate
Edition v7.6... with the latest weekly Wednesday definitions. Yes, he
can start a blank new document. Also, opening documents via Windows
Explorer is fine. It is not always reproducable and pretty much random
(even after the hang and restart, it opens fine then). Winword.exe's CPU
usage goes to 100% when stuck.

Also, I noticed he has over 1,100 files (not just *.doc) in my My
Documents (not including subfolders/subdirectories)! Wow. I wonder if
that's the problem.

His printer is an old HP LaserJet 6P (parallel) and Office Jet 6100
series (USB) with the latest drivers that exist.


Well the FAQ covers problems that match that too.

So he can open Word to its blank document, edit and then save it. But he
cannot open existing docs?

Which AV is being used?

What happens when opening in Safe Mode? From Start | Run, type in

winword /a

and press Enter. Now try File | Open. Does it still freeze?

If it still freezes in Safe Mode, delete and reinstall the printer
driver - first making sure it is the latest printer driver from the
manufacturer's support site.
Click to expand...
--
"The ants are my friends, they're blowin' in the wind. The ant, sir, is
blowin' in the wind." --the misheard lyrics to Bob Dylan's "Blowin' in
the Wind
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
While he could do with some housekeeping on his folder structure - the
Office Plug-in for Norton AV has been notorious over the years and should be
switched off.

With some versions of the Norton product it may be necessary to unregister
the calling DLL by running the following command line from Windows > Start >
Run e.g.

regsvr32 /u "c:\program files\norton antivirus\officeav.dll"
or
regsvr32 /u "c:\program files\norton systemworks\norton
antivirus\officeav.dll"

Change the path as appropriate.
--
<>>< ><<> ><<> <>>< ><<> <>>< <>><<>
Graham Mayor - Word MVP

My web site www.gmayor.com

<>>< ><<> ><<> <>>< ><<> <>>< <>><<>
 
This isn't the consumer NAV. It is the corporate edition. I can't find
the option to remove it from MS Office programs.


While he could do with some housekeeping on his folder structure - the
Office Plug-in for Norton AV has been notorious over the years and should be
switched off.

With some versions of the Norton product it may be necessary to unregister
the calling DLL by running the following command line from Windows > Start >
Run e.g.

regsvr32 /u "c:\program files\norton antivirus\officeav.dll"
or
regsvr32 /u "c:\program files\norton systemworks\norton
antivirus\officeav.dll"

Change the path as appropriate.
Click to expand...
--
"Now I have you where I want you... where is my jar of Bull ants?" --unknown
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
I don't think this Norton AntiVirus Corporate Edition (NAVCE) has an
Office plug-in like the consumer NAV. I even searched its help for
"Office" and nothing came up. It does mentions MS Exchange though. :(


The NAV Office Plug-in advanced option is the obvious contender.
Click to expand...
--
"Whoops, there goes another ambulance ant." --Seymour and Pepe (Rick
Moranis episode from The Muppets)
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
Also, I don't think this Norton AntiVirus Corporate Edition (NAVCE) has
a MS Office plug-in like the consumer NAV. I even searched its help for
"Office" and nothing came up. It does mentions MS Exchange though. :(


This isn't the consumer NAV. It is the corporate edition. I can't find
the option to remove it from MS Office programs.
Click to expand...
--
"Now I have you where I want you... where is my jar of Bull ants?" --unknown
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
If Norton AV was installed at one time then the DLL for the Office
Plug-in could still be registered.

Search for : officeav.dll

If you find it then go to Start/Run and run the following command:

regsvr32 /u "<path>\officeav.dll"

Here is a KB article that provides a few additional details. It does
not include information on Norton CE but it will contain additional
details on the unregister command if you need them:
http://support.microsoft.com/?kbid=329820

--
Suzanne S. Barnhill
Microsoft MVP (Word)
Words into Type
Fairhope, Alabama USA
http://word.mvps.org
 
Not found. :( Remember, it is not opening the documents. It is the open
dialog box that hangs.


If Norton AV was installed at one time then the DLL for the Office
Plug-in could still be registered.

Search for : officeav.dll

If you find it then go to Start/Run and run the following command:

regsvr32 /u "<path>\officeav.dll"

Here is a KB article that provides a few additional details. It does
not include information on Norton CE but it will contain additional
details on the unregister command if you need them:
http://support.microsoft.com/?kbid=329820
Click to expand...
--
"You're kissing an ant hill." --Mike Nelson
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is/was listening to a song on his home computer: Freemasons feat.
Sophie Ellis-Bextor - Heartbreak Make Me A Dancer
 
If it is just the File | Open dialog box hanging (presumably, File | SaveAs
is the same), it is usually due to a bad mapped drive or other problem
object in the Windows Explorer setup.

Terry
 
So far I haven't noted if this occurs when working in Word Safe Mode. To
start Word in Safe Mode, hold Ctrl while starting Word and continue holding
Ctrl until prompted to start in Safe Mode.

Additionally, what is set as the default printer? Is it a local printer or
network printer? When you open a file Word queries the printer driver. If
the connection to the network is intermittent then that could cause a hang.

~Beth Melton
Microsoft Office MVP
 
Hmm, I need to try save as since I only did Open. I did not see any
mapped drives. There's A: (3.5" disk), C: (HDD), D: (CD burner drive),
and E: (zip drive = never use these days since USB Flash stick/drives
are reliable -- but have seen the frozen problem without them
connected). A: to E: drives are internal devices.


If it is just the File | Open dialog box hanging (presumably, File |
SaveAs is the same), it is usually due to a bad mapped drive or other
problem object in the Windows Explorer setup.

Terry
Click to expand...
--
"Look at them, fighting like ants. The fate's waiting them." --Kane in
Command & Conquer 3: Tiberium Wars
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
Local HP LaserJet 6P on LPT1 parallel. Will try safe mode and file open.


So far I haven't noted if this occurs when working in Word Safe Mode. To
start Word in Safe Mode, hold Ctrl while starting Word and continue
holding Ctrl until prompted to start in Safe Mode.

Additionally, what is set as the default printer? Is it a local printer
or network printer? When you open a file Word queries the printer
driver. If the connection to the network is intermittent then that could
cause a hang.
Click to expand...
--
"Above ground I shall be food for kites; below I shall be food for
mole-crickets and ants. Why rob one to feed the other?" --Juang-zu (4th
Century B.C.)
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
Yeah, I forgot to try that. I will try it later. Thanks. :)


Good point Beth: I did ask to test in Safe Mode but then forgot to
follow up.
Click to expand...
--
"The men of experiment are like the ant; they only collect and use. But
the bee...gathers its materials from the flowers of the garden and of
the field, but transforms and digests it by a power of its own."
--Leonardo da Vinci
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
So far I haven't noted if this occurs when working in Word Safe Mode. To
start Word in Safe Mode, hold Ctrl while starting Word and continue
holding Ctrl until prompted to start in Safe Mode.
Click to expand...

I cannot seem to reproduce this in safe mode and normal modes. I will
keep trying later on. Remember, the hang/freeze issue is random. :(
--
"Better (to be) an ant's head than a lion's tail." --Armenian and Maltese
/\___/\
/ /\ /\ \ Phil/Ant @ http://antfarm.ma.cx (Personal Web Site)
| |o o| | Ant's Quality Foraged Links (AQFL): http://aqfl.net
\ _ / Nuke ANT from e-mail address: (e-mail address removed)
( ) or (e-mail address removed)
Ant is currently not listening to any songs on his home computer.
 
You might try the Process Explorer available for download here:
http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx

The only drawback to this is you'd need to leave it running and the moment
it hangs, switch to the Process Explorer and stop it. The result will be a
large amount of data. But what you'd need to look for is that occurred
immediately (or near) the hang. You can create filters to help narrow down
the amount of data you'll be viewing but it could still involve some time to
review the results.

~Beth Melton
Microsoft Office MVP
 
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