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Normal.dot and Normal.dotm causing out of memory error and overwrite issues RRS feed

  • Question

  • Our agency has recently upgraded from Office XP to Office 2010.  Some of our users have reported overwrite errors of the normal.dotm files and a subsequent message of outlook out of memory issues.  During the initial startup of Outlook the machine will load their network profile (while watching the startup we notice it loads two templates) while people who do not have the associated template (role based) in their profile never see a template being loaded.  When the user that had the double template loaded, closes their Outlook session, they are given first the overwrite error, then the out of memory error.  The user, who did not have the double template loaded, does not get the error.

     

    Our concern is of course, anyone whose office product we upgrade, will have this problem.

     

    We feel that when the user whose machine is upgraded and the profile is migrated over the initial office setting (Office XP) is looking for the normal.dot file; however, with the new Office 2010, it is actually looking for the normal.dotm file.

     

    Any suggestions on how to correct this would be greatly appreciated.

     

    • Edited by kswags Tuesday, February 8, 2011 6:16 PM spelling
    • Moved by Sally Tang Monday, February 14, 2011 8:07 AM (From:Office IT Pro General Discussions)
    Tuesday, February 8, 2011 6:07 PM

Answers

  • I think this KB may provide some key points to normal being overwritten http://support.microsoft.com/kb/2408845

    If you have an earlier version of normal on your machine you may want to convert it by doing the following:

    Manually:

     

    1.     Exit Office Word 2010 if it is currently open.

    2.     In My Computer (or Computer if you are using Microsoft Windows Vista), navigate to C:\Documents and Settings\<username>\AppData\Microsoft\Templates, or the appropriate directory if you specified an alternate location during installation.

    3.     Right-click Normal.dotm, select Rename, and enter a name, such as Normal.old. Click Yes when the following message appears: "If you change a file name extension, the file may become unusable. Are you sure you want to change it?"

    4.     Right-click Normal12.dot, select Rename, and enter Normal.dot for the new filename. The next time you start Office Word 2010, Office Word 2010 converts and renames Normal.dot to Normal.dotm.

     

    It's actually by design that we overwrite the normal.dot and create the new normal.dotm in 2010 format.  This is also true if you are upgrading from 2007 to 2010 - we still overwrite the normal.

    To resolve this issue, add the following registry key and value before Word is started after the upgrade. 

    [HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word\Options]"MigrateNormalOnFirstBoot"=dword:00000001

    This registry key and value prevent Word 2010 from renaming existing (or custom) Normal.dotm files.

    Note If the existing Normal.dotm files were created in Word 2007, adding this registry key and value will cause Word 2010 to keep the existing Normal.dotm file. However, the resulting template will remain in compatibility mode until the "Convert" option is used to update the Normal.dotm file.

    There are two methods to add the key.

    Method 1: Create a custom MSP file.

    Use a custom MSP file that was created by using the Office Customization Tool to add the registry key and value. 

    For more information about the Office Customization Tool, visit the following Microsoft website:

    http://technet.microsoft.com/en-us/library/cc179097.aspx (http://technet.microsoft.com/en-us/library/cc179097.aspx)

     

    The "Add registry" entry is located in the "Additional content" section.

    Method 2: Use a script to add the key and Convert the Normal template.

    Run a script before the first use of Word 2010 by the user. This script can be a logon script or chained to the installation of Office 2010.
     

    Additional Information:  http://technet.microsoft.com/en-us/library/ee624352.aspx

     

     

     
    Monday, February 14, 2011 4:40 PM
    Answerer

All replies

  • I don't understand why this was moved.  There are different normal.dot/dotm other than the one specific to word.  This should have been left within the general discussions of Office 2010.  I merely used the word dot/dotm reference as that is generally the template people reference.  Reading the post one cas see I specified OUTLOOK, not necessiarlly word.

    We have further discovered that when a user logs onto their workstation in which was upgraded upon, we see TWO different paths for the normal template loading.  the original location (for the normal.dot) and the new location (normal.dotm).  When we remove the previous location of the template, the user doesnt even see the template location being loaded and there are no further errors.

    Have other admins had similar problems and is there a solution people have been using to circumvent the upgrade process from referencing the original template?

    PS>  The templates reference orignally are located on a shared network location; not locally stored

    Monday, February 14, 2011 2:54 PM
  • It is difficult to understand your problem or circumstances from the information you have supplied, but a few background comments may help.

    The normal template for Word 2010 is Normal.DOTM.
    The normal template must not be shared between users. It is an individual user file.
    If normal.DOTM is missing, Word will create a replacement with default settings. However if normal.DOT is in the user templates folder, Word will create its normal template based upon the settings in normal.DOT. Thereafter normal.dot should be removed from the folder.
    Outlook does not use normal.DOTM (or even Word for that matter). It has its own editor which is a subset of Word and has its own template NormalEmail.dotm.
    Word versions should not share user folders with earlier Word versions or no end of confusion will arise.



    Graham Mayor - Word MVP
    www.gmayor.com
    Posted via the Communities Bridge
    http://communitybridge.codeplex.com/
    Monday, February 14, 2011 3:40 PM
  • Yes, I understand the new ext for word 2010 is now dotm. 

    The steps to recreate this issue follows:

    Working environment:  Outlook 2010 open in the background; Word 2010 is editor of course.  This copy of Office 2010 is an upgrade from Office XP (which had used the .dot extentions).

    The user goes to a network shared folder and opens a word template from a workgroup folder, the user then saves the document on thier local machine to be placed into a different folder (either on the local machine or a network shared location).   Time goes by and when the user closes Outlook they get first a window reporting "NormalEmail.dotm was being edited by another word session.  if you save this document with the orignial name you will overwrite any changes made in the other session.  Do you want to save the document using the orignal name anyway"

    The user then chooses NO

    The second window then pops up and says "Outlook has insufficent memory.  Do yo uwant to save NormalEmail.dotm as Rescued template?".

     

    It almost seems that the users profile had the orignal Outlook using a template that was associated with Office XP (.dot extension) and since it is Office 2010, it seems that Outlook is trying to open another template location with a ".dotm" extension.

    Monday, February 14, 2011 4:32 PM
  • I think this KB may provide some key points to normal being overwritten http://support.microsoft.com/kb/2408845

    If you have an earlier version of normal on your machine you may want to convert it by doing the following:

    Manually:

     

    1.     Exit Office Word 2010 if it is currently open.

    2.     In My Computer (or Computer if you are using Microsoft Windows Vista), navigate to C:\Documents and Settings\<username>\AppData\Microsoft\Templates, or the appropriate directory if you specified an alternate location during installation.

    3.     Right-click Normal.dotm, select Rename, and enter a name, such as Normal.old. Click Yes when the following message appears: "If you change a file name extension, the file may become unusable. Are you sure you want to change it?"

    4.     Right-click Normal12.dot, select Rename, and enter Normal.dot for the new filename. The next time you start Office Word 2010, Office Word 2010 converts and renames Normal.dot to Normal.dotm.

     

    It's actually by design that we overwrite the normal.dot and create the new normal.dotm in 2010 format.  This is also true if you are upgrading from 2007 to 2010 - we still overwrite the normal.

    To resolve this issue, add the following registry key and value before Word is started after the upgrade. 

    [HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word\Options]"MigrateNormalOnFirstBoot"=dword:00000001

    This registry key and value prevent Word 2010 from renaming existing (or custom) Normal.dotm files.

    Note If the existing Normal.dotm files were created in Word 2007, adding this registry key and value will cause Word 2010 to keep the existing Normal.dotm file. However, the resulting template will remain in compatibility mode until the "Convert" option is used to update the Normal.dotm file.

    There are two methods to add the key.

    Method 1: Create a custom MSP file.

    Use a custom MSP file that was created by using the Office Customization Tool to add the registry key and value. 

    For more information about the Office Customization Tool, visit the following Microsoft website:

    http://technet.microsoft.com/en-us/library/cc179097.aspx (http://technet.microsoft.com/en-us/library/cc179097.aspx)

     

    The "Add registry" entry is located in the "Additional content" section.

    Method 2: Use a script to add the key and Convert the Normal template.

    Run a script before the first use of Word 2010 by the user. This script can be a logon script or chained to the installation of Office 2010.
     

    Additional Information:  http://technet.microsoft.com/en-us/library/ee624352.aspx

     

     

     
    Monday, February 14, 2011 4:40 PM
    Answerer
  • It seems you may be sharing the User Templates folder and thus normalemail.dotm is being shared. This folder must not be shared. Each user must have his/her own user templates folder and copy of the normal template and normalemail.dotm. Either that or users may be not closing Word/Outlook properly but just switching off the PC which leaves assorted temporary lock files present to interfere with the normal running of these applications.

    The editor for Outlook is not Word. Outlook will edit e-mails without Word present. It uses a Word-like editor.

    Furthermore users should not be 'opening' templates. They should be creating new documents from them.



    Graham Mayor - Word MVP
    www.gmayor.com
    Posted via the Communities Bridge
    http://communitybridge.codeplex.com/
    Tuesday, February 15, 2011 8:31 AM
  • KSwags,

    Did you manage to get this resolved?  I am going through the same thing at the moment and would like to know what worked.  Sounds like the exact same problem.

    Wednesday, June 29, 2011 4:31 PM
  • Yeah, hahahahaha

     

    If memory serves me right ....

    All i did was watch Outlook load and when you see Outlook 2010 start loading you will see actually two different locations start loading in the Outlook load frame (The center graphic that starts out with microsoft Outlook .. the text within that load screen will show the location).  Once you know the location, go to that network server and take a look at the "shared files" (You can do this from the Computer Management GUI) and look at the "Open files" remember the locations for both files )*Normal.dot" and "Normal.dotm").  Delete the normal.dot at the noted location.

    Bear in mind, any person that uses that file will then leave another normal.dot file at that location again.

    Im pretty certain this was our resolution and it has worked fine since. 

    Wednesday, June 29, 2011 6:32 PM