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Word 2003 Appcrash - Custom macros being used RRS feed

  • Question

  • Hello,

    I have a client who uses Office Standard 2003 with a user that has Word crashes every other day.  The only way to fix it seems to be launching Word in safe mode and then clicking "detect and repair".  My client uses custom Macros, templates, etc and I'm concerned thats where the problem is.  It is only this one user who is effected so I'm sure the folder containing the custom macros, templates is fine.  I have also applied all available Microsoft updates to this users computer.  The user is running Windows 7 Pro 32bit. I have also copied the information from the Event logs and the .WER error file (was able to preview using appcrashview) below.

    The setup of this users Word is as follows:

    1) I copy the contents of the custom macro folder from the Windows SBS 2003 server share to the local hard drive of the computer into a folder located on the root of C called "Office".

    2) I adjust the file locations of User Templates and Startup to point to the folders "Templates" and Startup" located in the folder called Office that contains the custom macros sitting on the root of C

    3) I restart word and the customizations appear in Word.

    Event Log Info 1:

    ault bucket , type 0
    Event Name: APPCRASH
    Response: Not available
    Cab Id: 0

    Problem signature:
    P1: WINWORD.EXE
    P2: 11.0.8328.0
    P3: 4c717ed1
    P4: WINWORD.EXE
    P5: 11.0.8328.0
    P6: 4c717ed1
    P7: c0000005
    P8: 008df98c
    P9:
    P10:

    Attached files:
    C:\Users\RSignora\AppData\Local\Temp\82784676.cvr

    These files may be available here:
    C:\Users\RSignora\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_WINWORD.EXE_bd957da8412f8a2d1da2c38ed562ee5f85ae9_00b744f5

    Analysis symbol:
    Rechecking for solution: 0
    Report Id: 96548c05-80ad-11e1-9242-b8ac6f1f6601
    Report Status: 0

    Event Log Info 2:

    Faulting application name: WINWORD.EXE, version: 11.0.8328.0, time stamp: 0x4c717ed1
    Faulting module name: WINWORD.EXE, version: 11.0.8328.0, time stamp: 0x4c717ed1
    Exception code: 0xc0000005
    Fault offset: 0x008df98c
    Faulting process id: 0x9d4
    Faulting application start time: 0x01cd14ba5884b215
    Faulting application path: C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE
    Faulting module path: C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE
    Report Id: 96548c05-80ad-11e1-9242-b8ac6f1f6601

    .WER Error File Info:

    Version=1
    EventType=APPCRASH
    EventTime=129782754847706341
    ReportType=2
    Consent=1
    ReportIdentifier=96548c06-80ad-11e1-9242-b8ac6f1f6601
    IntegratorReportIdentifier=96548c05-80ad-11e1-9242-b8ac6f1f6601
    Response.type=4
    Sig[0].Name=Application Name
    Sig[0].Value=WINWORD.EXE
    Sig[1].Name=Application Version
    Sig[1].Value=11.0.8328.0
    Sig[2].Name=Application Timestamp
    Sig[2].Value=4c717ed1
    Sig[3].Name=Fault Module Name
    Sig[3].Value=WINWORD.EXE
    Sig[4].Name=Fault Module Version
    Sig[4].Value=11.0.8328.0
    Sig[5].Name=Fault Module Timestamp
    Sig[5].Value=4c717ed1
    Sig[6].Name=Exception Code
    Sig[6].Value=c0000005
    Sig[7].Name=Exception Offset
    Sig[7].Value=008df98c
    DynamicSig[1].Name=OS Version
    DynamicSig[1].Value=6.1.7601.2.1.0.256.48
    DynamicSig[2].Name=Locale ID
    DynamicSig[2].Value=1033
    UI[2]=C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE
    UI[3]=Microsoft Office Word has stopped working
    UI[4]=Windows can check online for a solution to the problem and try to recover your information.
    UI[5]=Check online for a solution and close the program
    UI[6]=Check online for a solution later and close the program
    UI[7]=Close the program
    LoadedModule[0]=C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE
    LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
    LoadedModule[2]=C:\Windows\system32\kernel32.dll
    LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
    LoadedModule[4]=C:\Windows\system32\ADVAPI32.dll
    LoadedModule[5]=C:\Windows\system32\msvcrt.dll
    LoadedModule[6]=C:\Windows\SYSTEM32\sechost.dll
    LoadedModule[7]=C:\Windows\system32\RPCRT4.dll
    LoadedModule[8]=C:\Windows\system32\GDI32.dll
    LoadedModule[9]=C:\Windows\system32\USER32.dll
    LoadedModule[10]=C:\Windows\system32\LPK.dll
    LoadedModule[11]=C:\Windows\system32\USP10.dll
    LoadedModule[12]=C:\Windows\system32\ole32.dll
    LoadedModule[13]=C:\Windows\system32\VERSION.dll
    LoadedModule[14]=C:\Windows\system32\apphelp.dll
    LoadedModule[15]=C:\Windows\AppPatch\AcGenral.DLL
    LoadedModule[16]=C:\Windows\system32\SspiCli.dll
    LoadedModule[17]=C:\Windows\system32\SHLWAPI.dll
    LoadedModule[18]=C:\Windows\system32\UxTheme.dll
    LoadedModule[19]=C:\Windows\system32\WINMM.dll
    LoadedModule[20]=C:\Windows\system32\samcli.dll
    LoadedModule[21]=C:\Windows\system32\OLEAUT32.dll
    LoadedModule[22]=C:\Windows\system32\MSACM32.dll
    LoadedModule[23]=C:\Windows\system32\SHELL32.dll
    LoadedModule[24]=C:\Windows\system32\sfc.dll
    LoadedModule[25]=C:\Windows\system32\sfc_os.DLL
    LoadedModule[26]=C:\Windows\system32\USERENV.dll
    LoadedModule[27]=C:\Windows\system32\profapi.dll
    LoadedModule[28]=C:\Windows\system32\dwmapi.dll
    LoadedModule[29]=C:\Windows\system32\SETUPAPI.dll
    LoadedModule[30]=C:\Windows\system32\CFGMGR32.dll
    LoadedModule[31]=C:\Windows\system32\DEVOBJ.dll
    LoadedModule[32]=C:\Windows\system32\urlmon.dll
    LoadedModule[33]=C:\Windows\system32\WININET.dll
    LoadedModule[34]=C:\Windows\system32\iertutil.dll
    LoadedModule[35]=C:\Windows\system32\CRYPT32.dll
    LoadedModule[36]=C:\Windows\system32\MSASN1.dll
    LoadedModule[37]=C:\Windows\system32\MPR.dll
    LoadedModule[38]=C:\Windows\AppPatch\AcSpecfc.DLL
    LoadedModule[39]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_5.82.7601.17514_none_ec83dffa859149af\COMCTL32.dll
    LoadedModule[40]=C:\Windows\system32\mscms.dll
    LoadedModule[41]=C:\Windows\system32\DDRAW.dll
    LoadedModule[42]=C:\Windows\system32\DCIMAN32.dll
    LoadedModule[43]=C:\Windows\system32\COMDLG32.dll
    LoadedModule[44]=C:\Windows\system32\IMM32.dll
    LoadedModule[45]=C:\Windows\system32\MSCTF.dll
    LoadedModule[46]=C:\Windows\system32\WS2_32.dll
    LoadedModule[47]=C:\Windows\system32\NSI.dll
    LoadedModule[48]=C:\Windows\system32\msi.dll
    LoadedModule[49]=C:\Program Files\Common Files\Microsoft Shared\office11\mso.dll
    LoadedModule[50]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.17514_none_41e6975e2bd6f2b2\Comctl32.dll
    LoadedModule[51]=C:\Windows\system32\CRYPTBASE.dll
    LoadedModule[52]=C:\Windows\system32\CRYPTSP.dll
    LoadedModule[53]=C:\Windows\system32\rsaenh.dll
    Sec[0].Key=LCID
    Sec[0].Value=1033
    Sec[1].Key=Brand
    Sec[1].Value=Office11Crash
    Sec[2].Key=skulcid
    Sec[2].Value=1033
    FriendlyEventName=Stopped working
    ConsentKey=APPCRASH
    AppName=Microsoft Office Word
    AppPath=C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE

    Any help would be greatly appreciated as the client is breathing down my neck

    Thanks,

    Rob W

    Saturday, April 7, 2012 1:45 PM

Answers

  • Start with the KB article at http://support.microsoft.com/kb/921541. If that doesn't cure the crashes, do a cleanup according to http://www.gmayor.com/what_to_do_when_word_crashes.htm.

    From the information you posted, I can tell that the immediate cause of the crash is an attempt by Word to access a memory address that isn't permitted. The usual case is that a call that should contain a valid memory address instead contains a zero value. Someone who has a debug version of the Word code (which is available only inside Microsoft) could find out what's supposed to be happening at the listed offset, but that isn't possible for me.

    The root cause almost certainly isn't inside Word itself, but rather in its configuration in the registry, or in an add-in. Starting Word in safe mode causes it to ignore the registry settings and to not load add-ins, which is why you can run the Detect and Repair at all. But it apparently isn't repairing whatever is the cause, so the crash comes back. The FixIt in the KB article and Graham's cleanup advice are aimed at wiping the floor, so to speak.


    Jay Freedman
    MS Word MVP  FAQ: http://word.mvps.org

    Monday, April 9, 2012 12:38 AM

All replies

  • Start with the KB article at http://support.microsoft.com/kb/921541. If that doesn't cure the crashes, do a cleanup according to http://www.gmayor.com/what_to_do_when_word_crashes.htm.

    From the information you posted, I can tell that the immediate cause of the crash is an attempt by Word to access a memory address that isn't permitted. The usual case is that a call that should contain a valid memory address instead contains a zero value. Someone who has a debug version of the Word code (which is available only inside Microsoft) could find out what's supposed to be happening at the listed offset, but that isn't possible for me.

    The root cause almost certainly isn't inside Word itself, but rather in its configuration in the registry, or in an add-in. Starting Word in safe mode causes it to ignore the registry settings and to not load add-ins, which is why you can run the Detect and Repair at all. But it apparently isn't repairing whatever is the cause, so the crash comes back. The FixIt in the KB article and Graham's cleanup advice are aimed at wiping the floor, so to speak.


    Jay Freedman
    MS Word MVP  FAQ: http://word.mvps.org

    Monday, April 9, 2012 12:38 AM
  • I had the same kind of problem and found a solution.

    Check your event viewer and find out what application caused the crash. It is probably kernelbase.dll. This is not an office problem as KERNELBASE.dll is a system file. In case a system file causes the crash, then you need to fix your windows 7 system files.

    Go here and follow all instructions: http://support.microsoft.com/kb/929833

    Doing this solved many other problems I had with my system:

    - MSN messenger not loading any more
    - All office 2010 programs crashing whenever I tried to click on the INSERT tab
    - windows explorer crashing when searching for files or documents in large folders

    Hope this helps.

    Gilles


    Gibo

    Friday, May 18, 2012 5:35 PM