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Office 2010 applications frequently Not Responding

    Question

  • Desktop config: Windows XP SP3 + Office 2010 + SP1 activated via KMS

    We seem to be getting a large number of cases where the Office 2010 application (Word, Excel, PowerPoint) locks up and just displays 'Not Responding'

    The only clue we can see if that in ALL cases just before the Not Responding issue occured the following was logged in the clients event log - there are no other event logged such as application hangs.

    Type : Information
    Date : 22/02/2012
    Time : 10:24:51
    Event : 900
    Source : Office Software Protection Platform Service
    Category : None
    User : N/A
    Computer : XXXXX
    Description: The Software Protection service is starting.


    Type : Information
    Date : 22/02/2012
    Time : 10:24:51
    Event : 1066
    Source : Office Software Protection Platform Service
    Category : None
    User : N/A
    Computer : G15-16
    Description:
    Initialization status for service objects.
    C:\Program Files\Common Files\Microsoft Shared\OfficeSoftwareProtectionPlatform\OSPPOBJS.DLL, msft:rm/algorithm/phone/1.0, 0x00000000, 0x00000000
    C:\Program Files\Common Files\Microsoft Shared\OfficeSoftwareProtectionPlatform\OSPPOBJS.DLL, msft:rm/algorithm/pkey/2005, 0x00000000, 0x00000000
    C:\Program Files\Common Files\Microsoft Shared\OfficeSoftwareProtectionPlatform\OSPPOBJS.DLL, msft:spp/TaskScheduler/1.0, 0x00000000, 0x00000000
    C:\Program Files\Common Files\Microsoft Shared\OfficeSoftwareProtectionPlatform\OSPPOBJS.DLL, msft:spp/volume/services/kms/licenserenewal/1.0, 0x00000000, 0x00000000


    Type : Information
    Date : 22/02/2012
    Time : 10:24:51
    Event : 902
    Source : Office Software Protection Platform Service
    Category : None
    User : N/A
    Computer : G15-16
    Description: The Software Protection service has started. 14.0.370.400


    Type : Information
    Date : 22/02/2012
    Time : 10:24:52
    Event : 1003
    Source : Office Software Protection Platform Service
    Category : None
    User : N/A
    Computer : G15-16
    Description:
    The Software Protection service has completed licensing status check.
    Application Id=59a52881-a989-479d-af46-f275c6370663
    Licensing Status=
    1: 191301d3-a579-428c-b0c7-d7988500f9e3, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
    2: 6f327760-8c5c-417c-9b61-836a98287e0c, 1, 1 [(0 [0x00000000, 1, 0], [(?)(?)( 1 0x00000000 30 0 msft:rm/algorithm/volume/1.0 0x00000000 249335)(?)(?)(?)])(1 )(2 )]
    3: fdf3ecb9-b56f-43b2-a9b8-1b48b6bae1a7, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    mercredi 22 février 2012 15:13

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  • Hi,

    Based on my research, this behavior could happen when some third-party software/service is causing OSPPSVC to behave abnormally.

    To verify this, try to run Windows in clean boot mode to check this issue.


    Max Meng

    TechNet Community Support

    vendredi 24 février 2012 06:28
    Modérateur
  • Max - 

    No offense intended, but while I agree that this could be the case, your answer is for XP and I find it lacking a good solution with a rather bland explanation.

    I'm seeing this problem with Windows 7, but we are not using a KMS, however the OPPSVC does run rather frequently, as seen in the Event Logs.

    When opening Word documents in Office 2010, the computer will "hang" and applications show the "Not Responding" message for several minutes before returning, if at all. It will not happen every time the application is opened, and happens regardless of whether or not Word is already open at the time the document is opened. It almost seems as though the Office Platform Protection Service is the CAUSE of the problem, and when looking at the process in SysInternals Process Explorer, I don't see anything out of the ordinary that would explain why the system resources are being tied up by that service, although I admit I have not been able to capture the problem when it's occurring because it happens pretty randomly. 

    I'm less convinced that there is a third-party software causing the problem and more convinced that if the OPPSVC is already running, and you happen to open a document at the exact same time that the service fires off to do it's check, it enters a minor race condition of some kind and either never responds, or takes a long time to resolve/timeout.

    This issue is having a major impact during sales demonstrations that my organization does because it causes the entire demonstration to pause or crash and is totally unacceptable. All of our licenses are in order and I can't shut off the OPPSVC to verify if it's causing the problem because Word will not start if the service is disabled.

    A better solution would be much appreciated.  

    jeudi 15 mars 2012 15:25
  • I have exactly the same problem. I run a high end standalone workstation for my business. I constantly get the same message every time i run an office application. I have been reading these boards for some time now without seeing a resolution.

    I have the answer though, I have just deployed a major project into the NHS across two health authorities. The application deployed required office be installed. Open office has fullfilled that function nicely. Did i mention its also free?

    regards,

    Tim Power

    MCITP

    vendredi 30 mars 2012 07:41
  • I've just spent at least 30 minutes researching this problem and come across the same old stock replies from Microsoft.   It's either boot into safe mode, disable your anti-virus or stop add-ins from running. Neither of which have any impact on the problem.

    What further amazes me is that in 80-90% of these so called answers, it's the actual poster that is marking them as accepted replies/answers.  Surely this cannot be right?  Is this just a ploy to close the query without actually answering it?

    This remains a huge problem (Windows 7, Office 2010, networked PCs joined to a domain) and is causing a waste of time and resources.

    Tim Power's suggestion above of using a free Office suite appears to be the only sensible and cost effective solution.

    mercredi 22 janvier 2014 10:05