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Word 2010 crashing because of msvcr90.dll

    Question

  • Hello,

    We have recently deployed Office 2010 to all workstations in my company. On one workstation, Word crashes regularly, without an identifiable action triggering it so far. What the event viewer is telling me:

    • Event Type: Error
    • Event Source: Microsoft Office 14
    • Event Category: None
    • Event ID: 1000
    • Date: 02/08/2011
    • Time: 09:39:04
    • User: N/A
    • Computer: LUCYPORT
    • Description: Faulting application winword.exe, version 14.0.6024.1000, stamp 4d83e310, faulting module msvcr90.dll, version 9.0.30729.4148, stamp 4a594c79, debug? 0, fault address 0x000320f0

    I have looked on various forums but have been unable to find a solution so far. Office 2010 has been updated to SP1 + latest updates.

    Thank you.


    Rémi
    Tuesday, August 02, 2011 9:30 AM

Answers

  • Hi,

    Since the problem isn't happening anymore, it looks like uninstalling the old Works converter did the trick after all. Thanks for your help.


    Rémi
    • Marked as answer by Remi Kaupp Thursday, August 11, 2011 8:28 AM
    Thursday, August 11, 2011 8:28 AM

All replies

  • It could be possible that this file is broken. First identify, which of the many possible locations of this dll is used on your system. Use Process Explorer and press Ctrl-D - look in the lower pane and identify the path. It could be something like

    C:\Windows\WinSxS\x86_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.30729.4940_none_50916076bcb9a742\MSVCR90.dll

    If you like you can do a binary compare of msvcr90.dll from another system: fc /B c:\temp\msvcr90.dll c:\temp\othersystem_msvcr90.dll

    If the files are identical, then there must be another reason for the crash. We need a user dump to proceed and identify the cause. Use Procdump from 

    http://technet.microsoft.com/en-us/sysinternals/dd996900 and run

    procdump -e winword.exe c:\winword.dmp

    Start Word before you issue the command and let procdump run in the background until the crash happens.


    If the files are different, try to reinstall the "Microsoft Visual C++ 2008 SP1 Redistributable Package" and apply Windowsupdate again. You could even try sfc /scannow, but I'm not sure if the file is included in the check. At least the scanfile command failed in my test.
    You can try to replace the file manually, but it requires some additional effort to circumvent the TrustedInstaller protection: Make sure, the file is not in use (Safe Mode), take ownership, add full permissions, ... (see http://helpdeskgeek.com/windows-7/windows-7-how-to-delete-files-protected-by-trustedinstaller/)

     

    Tuesday, August 02, 2011 11:31 AM
  • Thank you. BEfore seeing your message, I uninstalled the "Microsfot Works 6-9 converter" (which should have been removed before as it is not compatible with Office 2010), rebooted, and the problem hasn't occurred since then. However since the issue can't be reproduced exactly it may still be a coincidence. If it does occur again I will have a look at your solution.

    Thank you for your time!


    Rémi
    Wednesday, August 03, 2011 10:36 AM
  • Hi,

     

    Re-installing does not usually fix anything.

    See the KnowledgeBase article "How to troubleshoot problems that occur when you start or use Word 2010, Word 2007, Word 2003, or Word 2002" at:

    http://support.microsoft.com/default.aspx/kb/921541?p=1

    http://office-2010.iyogi.com/microsoft-word-2010/word-2010-crashes.html

     

    Hope this information helps you.

     

    Thursday, August 11, 2011 6:46 AM
  • Hi,

    Since the problem isn't happening anymore, it looks like uninstalling the old Works converter did the trick after all. Thanks for your help.


    Rémi
    • Marked as answer by Remi Kaupp Thursday, August 11, 2011 8:28 AM
    Thursday, August 11, 2011 8:28 AM