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Office 2010 Crashes consistently at different times - Office Protection Service likely cause?

    Question

  • Hi

    I have a client running a Office 2010 SP1 on a Windows XP SP3 laptop and they are experiencing inconsistent crashes of MS Office applications mainly Word and Outlook.

    The computer is running a factory reset copy of Windows XP on SP3 and MS Office 2010 is a fresh install updated to SP1. The following is the progress and symptoms found so far in chronological order.

    * After initial install of Office 2010, the software suite ran without issues for 2-3 weeks.
    * From a particular point in time Outlook or Word started closing or freezing unexpectedly without notice on odd days of the week sometimes 3-4 times a day.
    * Windows updates revealed an Office 2010 update was installed on the day the crashes started.
    * System Restore was done back to a time before crashes occurred and the updates were not reinstalled.
    * Crashes are less frequent now but are commonly occurring on Wednesdays at inconsistent times.
    * Run all Office programs in Safe mode, no improvement.
    * Disabled all Add-ins, no improvement.
    * Windows event log shows a number of entries by the "Office Software Protection service" at precisely the same time as the crashes. Event info below

    Event ID: 1003
    The Software Protection service has completed licensing status check.
    Application Id=59a52881-a989-479d-af46-f275c6370663
    Licensing Status=
    1: 00495466-527f-442f-a681-f36fad813f86, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    2: 00b6bbfc-4091-4182-bb81-93a9a6deb46a, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    3: 09e2d37e-474b-4121-8626-58ad9be5776f, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    4: 0b1aca01-5c25-468f-809d-da81cb49ac3a, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    5: 0e795cce-5bad-40b1-8803-ce71fb89031d, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    6: 0eaaf923-70a2-48bd-a6f1-54cc1aa95c13, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    7: 115a5cf2-d4cf-4627-91dc-839df666d082, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    8: 1783c7a6-840c-4b33-af05-2b1f5cd73527, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    9: 195e23d7-e0b7-4c30-8a30-8e9941afd07e, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    10: 1caef4ec-adec-4236-a835-882f5afd4bf0, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    11: 1dfbb6c1-0c4d-44e9-a0ea-77f59146e011, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    12: 23037f94-d654-4f38-962f-ff5b15348630, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    13: 25fe4611-b44d-49cc-ae87-2143d299194e, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    14: 2bcdddbe-4ebe-4728-9594-625e26137761, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    15: 2beb303e-66c6-4422-b2ec-5aea48b75ee5, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    16: 3850c794-b06f-4633-b02f-8ac4df0a059f, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    17: 3f7aa693-9a7e-44fc-9309-bb3d8e604925, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    18: 42122f59-2850-485e-b0c0-1aaca1c88923, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    19: 4365667b-8304-463e-b542-2df8d0a73ea9, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    20: 4790b2a5-bbf2-4c26-976f-d7736e516cce, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    21: 4efbd4c4-5422-434c-8c25-75da21b9381c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    22: 50ac2361-fe88-4e5e-b0b2-13acc96ca9ae, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    23: 533d80cb-bf68-48db-ab3e-165b5377599e, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    24: 5dbe2163-3fa9-464c-b8b7-caadde61e4ff, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    25: 6912ccdf-557a-497c-9903-3de6ce9fa631, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    26: 698fa94f-eb99-43be-ab8c-5a085c36936c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    27: 71fb05b7-19e2-4567-af77-8f31681d39d2, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    28: 7b0ff49b-22da-4c74-876f-b039616d9a4e, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    29: 7b7d1f17-fdcb-4820-9789-9bec6e377821, 1, 1 [(0 [0x00000000, 1, 0], [(?)(?)( 1 0x00000000 3 0 msft:rm/algorithm/hwid/4.0 0x00000000 0)(?)(?)(?)])(1 )(2 )]
    30: 7d4627b9-9467-4aa7-ae7f-892807d78d8f, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    31: 7e05fc0c-7ce4-4849-bb0b-231bdf5dca70, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    32: 8b559c37-0117-413e-921b-b853aeb6e210, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    33: 8cc3794c-4b71-44ea-baae-d95cc1d17042, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    34: 8fc4269f-a845-4d1f-9df0-9f499c92d9cb, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    35: 99279f42-6de2-4346-87b1-b0ec99c7525c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    36: 9f82274c-c0ef-4212-b8d9-97a6bfbc2dc7, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    37: a7971f62-61d0-4c67-abcc-085c10cf470f, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    38: a963d7ae-7a88-41a7-94da-8bb5635a8af9, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    39: ae3ed6ae-2654-4b82-a4ba-331265bb8972, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    40: afca9e83-152d-48a8-a492-6d552e40ee8a, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    41: b21da2d5-50f1-4c5c-bf59-07baa35e25ba, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    42: b49d9abe-7f30-40aa-9a4c-bde08a14832d, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    43: bed40a3e-6aca-4512-8012-70ae831a2fc5, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    44: c1ceda8b-c578-4d5d-a4aa-23626be4e234, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    45: c4109e90-6c4a-44f6-b380-ef6137122f16, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    46: c735dcc2-f5e9-4077-a72f-4b6d254ddc43, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    47: d79a3f4f-e768-4114-8d3a-7f9f45687f67, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    48: d82665d5-2d8f-46ba-abec-fdf06206b956, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    49: db3bbc9c-ce52-41d1-a46f-1a1d68059119, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    50: ddb12f7c-ce7e-4ee5-a01c-e6af9edbc020, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    51: df01848d-8f9d-4589-9198-4ac51f2547f3, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    52: f10d4c70-f7cc-452a-b4b8-f12e3d6f4eec, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    53: f63b84d0-ed9d-4b05-99e4-19d33fd7afbd, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    NOTE: Entry 29 is significantly different to the rest.

    Based on these findings, I suspect the Office Software Protection service is the cause of the crashes due to the identical timing but I cannot find any solutions for such a problem.

    Can someone please give me some insight into the above service and/or possible known conflict please.

    Please Note: I have already been told by Microsoft to try the programs in Safe Mode and Disable all Add-ins. These solutions did not fix the issue.

    regards

    Mark
    OCA Technology

    Monday, March 19, 2012 11:55 PM

Answers

  • Hi,

    Have you install particular Font? If yes, please remove the Font test if it helps.

    Please rename Global template(Normal.dotm) or reset registry entry test if it helps, you can visit this KB article: http://support.microsoft.com/kb/921541

    If the problem still persists, please troubleshoot a problem by performing a clean boot in Windows XP: http://support.microsoft.com/kb/316434

    Please double check Application log in System log, if there has any error information related with WINWORD.EXE and OUTLOOK.EXE, you can also post here, it will helpful to narrow down this issue. More information you can see: http://support.microsoft.com/kb/308427.

    Best regards.


    William Zhou

    TechNet Community Support

    Wednesday, March 21, 2012 8:27 AM