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Word has stopped working RRS feed

  • Question

  • One of my users is having an issue where he opens a Word attachment from Outlook 2010. He immediately goes to Save-As and Word 2010 freezes. From there we have two options - kill the winword.exe process or wait several minutes for Word to give the option to close. The OS is Windows 7 Enterprise 64bit. Word 2010 is the 32 bit version. 

    I've tried the following

    • Repair/Change

    • Delete normal.dotm from %appdata%\Microsoft\Templates

    • Remove Add-Ons like Acrobat add-on

    • Delete the Word ‘Data’ registry key and check if you're able to save documents.

      •             HKEY_CURRENT_USER\Software\Microsoft \Office\14.0\Word\Data

    Tuesday, April 7, 2015 7:24 PM

All replies

  • Hi,

    We can try cleaning out the Temporary Outlook Files folder to see the result. The folder is used to store caches of Outlook attachments. To do this, please follow:

    1. Open Registry Editor. Press Windows key + R to open the Run command, type regedit and press Enter.

    2. Navigate to the following registry path:

    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security

    3. The Temporary Outlook Files folder path is stored in the OutlookSecureTempFolder registry key. Open the key and copy the path from the registry data.

    4. Paste the copied path to the Address Bar of Explorer and press Enter.

    5. Clear everything in the folder and then test the issue again.

    Regards,

    Steve Fan
    TechNet Community Support


    It's recommended to download and install Configuration Analyzer Tool (OffCAT), which is developed by Microsoft Support teams. Once the tool is installed, you can run it at any time to scan for hundreds of known issues in Office programs.

    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    • Proposed as answer by Steve Fan Friday, April 17, 2015 2:46 AM
    Friday, April 10, 2015 6:22 AM
  • The user is gone for the week so I'm able to spend some time on this. The registry path:

    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\ does not have a security directory.

    Monday, April 20, 2015 12:55 PM
  • I ran regedit as admin which is why the security directory didn't exist. I ran regedit as the standard user and there it was. I removed all the files within the directory, but unfortunately the problem still persists - Double click on docx attachment in Outlook to open in Word and then click Save-As in Word, freezes Word and shuts it down.
    Monday, April 20, 2015 1:16 PM
  • Thank you for the update. Please try reproducing this issue again and then open Event Viewer to see what failed. Please provide us with what you find in Event Viewer by sending it to GBSD TN Office Information Collection ibsofc@microsoft.com. (The email subject should be the thread link)

    Regards,

    Steve Fan
    TechNet Community Support


    It's recommended to download and install Configuration Analyzer Tool (OffCAT), which is developed by Microsoft Support teams. Once the tool is installed, you can run it at any time to scan for hundreds of known issues in Office programs.

    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.


    • Edited by Steve Fan Thursday, April 23, 2015 2:20 AM
    Thursday, April 23, 2015 2:19 AM
  • I already went ahead and reimaged the machine. Imaging and user profile config can be done in under and hour and is a better end user experience than spending hours troubleshooting pesky issues like this that I'll probably never see again. Thanks for your help, but unfortunately I'll probably never know what was causing the issue. 
    Thursday, April 23, 2015 12:28 PM