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Odd behavior from Word personal settings RRS feed

  • Question

  • Hello

    We have beginning to detect a strange error in header numberings start values.

    We have a document which is configured to show 2 as the starting number for headings.
    Suddenly the numbering is reset to 1 for a user which previously had no problems with this document.

    If another user opens the same document, the numbering is intact, so we have concentrated to look on the faulty users client.

    We could not find any difference in the settings by comparing this in both users Word UI.
    After a lot of digging, we discovered that it was the users personal settings in Registry that had been changed.

    After we imported the Settings hex value in Registry from the working client to the faulty client the error disappeared.

    Now, this problem has been a little more frequent, so I need help to find out what is causing this error in the first place.

    The customer is using Office 2019.


    Best Regards Peter Karlström Midrange AB, Sweden

    Thursday, March 5, 2020 3:39 PM

All replies

  • What was the Registry key?

    What is the difference between headings and headers?  When seeking help about Word, this is an important distinction. If your question is about headers, I really do not understand it.

    How to create numbered headings or outline numbering in Ribbon Versions of Word by Shauna Kelly


    Charles Kenyon Madison, WI


    Thursday, March 5, 2020 5:19 PM
  • Hello Charles

    Thank you for your reply.

    My bad English. It's headings we are talking about.

    Here is the full Settings value:

    C5-00-00-03-30-01-00-00-24-01-00-00-04-00-00-00-1E-00-00-00-1E-00-00-00-1E-00-00-00-1E-00-00-00-1E-00-00-00-1E-00-00-00-22-00-00-00-1E-00-00-00-1E-00-00-00-1E-00-00-00-06-00-00-00-06-00-00-00-06-00-00-00-B0-00-00-00-06-00-00-00-00-00-00-00-06-00-00-00-34-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-06-00-00-00-1C-00-00-00-08-00-00-00-02-00-00-00-42-00-00-00-02-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-48-00-00-00-06-00-00-00-06-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-04-00-00-00-DC-00-00-00-A0-50-26-A0-10-00-00-00-00-00-06-00-16-00-00-00-2D-00-04-06-03-00-00-00-00-00-00-00-00-00-00-00-00-00-04-00-07-00-00-00-06-00-C8-00-00-00-01-80-FF-FF-00-00-06-00-00-00-04-00-00-00-0C-00-00-00-05-02-00-00-00-00-00-00-A0-04-02-00-00-00-12-00-00-00-00-00-00-00-00-00-64-00-00-00-00-00-00-00-00-00-FF-00-00-00-00-00-00-FF-01-00-00-00-08-00-00-00-00-08-D1-14-00-00-00-00-00-01-00-00-E4-04-00-00-1D-00-00-00-00-00-00-00-00-00-02-00-50-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-0D-00-00-00-00-00-00-00-00-00-00-00-00-D4-94-46-00-D4-94-46-01-00-00-00-00-00-00-00-00-00-0A-00-06-00-00-00-02-23-20-94-00-00-00-00-0A-05-0C-0C-00-00-00-00-00-00-00-00-00-01-01-01-06-06-06-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-63-63-4A-00-00-00-01-00-00-00-00-00-00-00-00-00-00-00-00-00-00-00-03-00-00-00-20-00-64-00-00-00-63-01-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-20-00-7C-00-00-00-63-63-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-21-00-4A-00-00-00-63-63-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-20-00-64-00-00-00-63-01-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-20-00-64-00-00-00-63-01-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-20-00-64-00-00-00-63-01-19-00-00-00-8C-0A-00-00-00-00-EF-13-00-00-4B-00-00-00-4B-00-00-00-8C-00-00-00-20-00-64-00-00-00-63-01-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-20-00-64-00-00-00-63-01-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-20-00-64-00-00-00-63-01-19-00-00-00-8C-0A-00-00-00-00-D1-14-00-00-4B-00-00-00-4B-00-00-00-90-02-00-00-0B-00-00-01-01-01-01-01-01-01-00-01-01-01-01-01-01-00-01-01-01-00-01-00-01-00-01-01-01-01-01-01-01-01-00-01-00-02-00-03-01-03-01-03-01-03-00-03-01-02-00-03-01-03-01-03-01-03-01-00-00-23-01-01-01-01-01-01-01-01-01-01-F1-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-F1-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-41-F1-01-01-01-F2-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-01-F1-01-01-01-01-01-01-01-01-01-03-01-01-01-01-01-01-01-01-01-01-01-01-01-FF-FF-CF-FF-FF-FF-00-00-86-02-FF-FF-00-00-86-02-FF-FF-01-00-14-00-4A-00-43-00-3A-00-5C-00-50-00-72-00-6F-00-67-00-72-00-61-00-6D-00-20-00-46-00-69-00-6C-00-65-00-73-00-20-00-28-00-78-00-38-00-36-00-29-00-5C-00-53-00-4B-00-42-00-20-00-4F-00-66-00-66-00-69-00-63-00-65-00-5C-00-46-00-6F-00-72-00-6D-00-61-00-74-00-6D-00-61-00-6C-00-6C-00-61-00-72-00-5C-00-53-00-79-00-73-00-74-00-65-00-6D-00-6D-00-61-00-6C-00-6C-00-61-00-72-00-5C-00-53-00-4B-00-42-00-53-00-79-00-73-00-74-00-65-00-6D-00-2E-00-64-00-6F-00-74-00-78-00-00-04-00-00-38-00-00-00-03-00-00-00-00-00-00-00-00-00-00-00-FF-FF-00-00-01-00-FF-FF-00-00-01-00-FF-FF-02-00-01-00-0F-00-54-00-69-00-6D-00-65-00-73-00-20-00-4E-00-65-00-77-00-20-00-52-00-6F-00-6D-00-61-00-6E-00-00-05-00-41-00-72-00-69-00-61-00-6C-00-00-41-00-4D-00-00-00-41-00-6E-00-6E-00-69-00-6B-00-61-00-20-00-4D-00-61-00-6C-00-6D-00-65-00-72-00-00-00-53-00-4B-00-42-00-00-00-00-00-5C-00-41-00-50-00-41-00-53-00-69-00-78-00-74-00-68-00-45-00-64-00-69-00-74-00-69-00-6F-00-6E-00-4F-00-66-00-66-00-69-00-63-00-65-00-4F-00-6E-00-6C-00-69-00-6E-00-65-00-2E-00-78-00-73-00-6C-00-00-00-00-00-87-FF-FF-03-00-00-3E-00-02-02-00-00-06-00-09-00-34-00-00-00-00-00-90-00-90-00-00-00-00-00-0F-00-00-00-FF-FF-FF-00-00-00-00-00-00-00-14-00-14-00-00-00-00-00-00-00-02-63-78-00-C8-00-00-00-00-00-14-00-00-00-00-00-90-00-90-00-80-00-FF-FF-00-00-08-00-FF-FF-00-00-08-00-FF-FF-0B-00-04-00-01-00-20-00-01-80-14-00-0B-00-43-00-6F-00-75-00-72-00-69-00-65-00-72-00-20-00-4E-00-65-00-77-00-01-80-14-00-0B-00-43-00-6F-00-75-00-72-00-69-00-65-00-72-00-20-00-4E-00-65-00-77-00-01-80-14-00-0B-00-43-00-6F-00-75-00-72-00-69-00-65-00-72-00-20-00-4E-00-65-00-77-00-01-80-14-00-01-00-20-00-01-80-14-00-0B-00-43-00-6F-00-75-00-72-00-69-00-65-00-72-00-20-00-4E-00-65-00-77-00-01-80-14-00-09-00-4D-00-53-00-20-00-47-00-6F-00-74-00-68-00-69-00-63-00-01-80-15-00-07-00-4D-00-69-00-6E-00-67-00-4C-00-69-00-55-00-01-80-18-00-06-00-53-00-69-00-6D-00-53-00-75-00-6E-00-01-80-15-00-05-00-44-00-6F-00-74-00-75-00-6D-00-01-80-14-00-01-00-20-00-01-80-1C-00-05-00-00-00-01-00-00-80-01-00-00-80-75-00-00-00-01-00-00-80-01-00-00-80-BB-00-00-00-01-00-00-80-01-00-00-80-5C-01-00-00-01-00-00-80-01-00-00-80-14-02-00-00-01-00-00-80-01-00-00-80-AB-02-00-00

    Hope it makes sense to you.


    Best Regards Peter Karlström Midrange AB, Sweden

    Thursday, March 5, 2020 6:01 PM
  • Hi Peter,

    Could you please provide the registry key with the full path to us?

    In my opinion, it may caused by 3rd-party add-in, to identify whether there is an add-in may causes this problem, it's recommended to run Word in Safe Mode to have a check.

    Additionally, please rename the Normal template (Normal.dotm) for a test. Go to C:\Users\<user name >\AppData\Roaming\Microsoft\Templates, then find the Normal.dotm and rename it. This file will be automatically generated when reopen Word.

    If you have any updates, please feel free to let me know.

    Best Regards,

    Emily


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.

    Friday, March 6, 2020 9:50 AM
  • Hello Emily

    Full path to the key is HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Word\Data\Settings

    All involved users at the customer has the same addins in the same versions.

    We have already tested to remove and replace the Normal template. There is no difference.

    The one thing that worked immediately was the replacment of the Settings registry value.


    Best Regards Peter Karlström Midrange AB, Sweden

    Friday, March 6, 2020 1:55 PM
  • Hello Emily

    ***

    All involved users at the customer have the same addins in the same versions.

    ***

    This tells me that they installed the same Add-Ins. Unfortunately, Add-Ins get added, not only by users intentionally, but also by well-meaning software distributors who are trying to make their products interface better with Word. Most users have Add-Ins they do not know anything about. Most Add-Ins do not cause problems. I currently have more than 20 running in any Word session.

    Please, try Safe Mode.

    Open Office apps in safe mode on a Windows PC - Microsoft Office

    This is not a way to run Word but a diagnostic step.

    By the way, deleting the Data key has been used as a cure in the distant past. This is a very good article pre-dating Word 2003: What exactly does the Data Key in the Registry store? by Beth Melton, MVP


    Charles Kenyon Madison, WI


    Saturday, March 7, 2020 5:05 AM
  • Hi Peter,

    Did you reset user options and registry settings in Word for a test? There is an easy fix tool in "How to reset user options and registry settings in Word“, maybe you could try it.

    Besides, could you please create a new administrator account for a test? Check whether there is something wrong with the user profile.

    It‘s also recommended to repair Office Online to check this issue.

    If it nothing works, to help you troubleshoot this problem, it would be best to open a paid support ticket with Microsoft Support to help review your problem and help you test remotely.  Paid Support Information: https://support.microsoft.com/en-us/contactus/.

    Best Regards,

    Emily


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.

    Friday, March 13, 2020 9:25 AM
  • Hello Emily

    As I described in my initial post, we have a solution by replacing the Settings part in the users Office registry settings.
    All the solutions you suggest will face problems in the customers environment, which is tightly secured regarding users running unauthorized applications. To get a "fix application" authorized is unfortunately a time consuming process.

    My question is intended to bring clarity in why this have start to happen suddenly for some users and with some, not all, document.

    Our only clue is the Settings value attached earlier in this thread.
    I had hope someone had the right tools to "decrypt" the HEX values there to plain language.



    Best Regards Peter Karlström Midrange AB, Sweden


    Friday, March 13, 2020 5:28 PM
  • Hello Emily

    As I described in my initial post, we have a solution by replacing the Settings part in the users Office registry settings.
    All the solutions you suggest will face problems in the customers environment, which is tightly secured regarding users running unauthorized applications. To get a "fix application" authorized is unfortunately a time consuming process.

    My question is intended to bring clarity in why this have start to happen suddenly for some users and with some, not all, document.

    Our only clue is the Settings value attached earlier in this thread.
    I had hope someone had the right tools to "decrypt" the HEX values there to plain language.



    Best Regards Peter Karlström Midrange AB, Sweden


    Hi Peter,

    Did you try Safe Mode?

    Did you try opening without Add-Ins using a /a command-line switch.

    Again, these are not methods of using Word, but they are important diagnostic steps. They may help you/us discover why this is occurring!



    Charles Kenyon Madison, WI

    Saturday, March 14, 2020 2:39 AM
  • Hello Charles

    I'm sorry, but the corona issue has slowed the process down a bit. I have not been able to realize these tests at the customer site, but I will try as soon as possible.

    Did you find anything interesting in the settings key value you asked for earlier?


    Best Regards Peter Karlström Midrange AB, Sweden

    Monday, March 16, 2020 7:57 AM