Document Recovery Error Loop - Word just won't start

[tmm]

Hi,

I'm using MS Office 2002. I have no intention of upgrading anytime soon.

I noticed this problem shortly after a message popped on my screen stating
there was a problem loading the Stamps.com addin for MS Word.

When Word is initiated, it goes into this "encountered problem and needs to
close" box. Recover my work and restart Word is checked. When you click the
next button, Word attempts to recover documents, but states it can't and asks
if you would like to start in Safe Mode. If you answer "no," Word again
tries to restart, but ends up showing the initial "encountered a problem and
needs to close" box. The loop goes on and on.

I've run a repair install, I've reinstalled Office, and I've deleted every
Word recovery file on my system. I have also removed Stamps.com (which has
caused other software problems) from the system. Please help!

 

[Terry Farrell]

Makes sure that the Stamps.com templates has been removed from the Word
Startup folder. Otherwise, for further help see
http://word.mvps.org/FAQs/AppErrors/ProbsOpeningWord.htm

 

[tmm]

I wasn't able to find anything in the startup folder. I followed the
directions in the faq you sent and renamed the normal.dot file to old. It
worked perfectly -- in fact like the way I set my computer up two years ago.
Thanks.

 

[mert]

I am having the same problem, but none of the items suggested in the FAQ
works. I've renamed normal.dot to normal.old, but it would not recreate the
normal.dot. I copied a normal.dot file from another computer and it still
fails.

I've created a new user on the computer and the problem occurs for that user
as well.

There are no files in the Startup folder.

It runs fine with the /a option, but obviously that is not a permanent fix.

The error signature is winword.exe, appver 10.0.6856.0; modname:mso.dll;
ModVer:10.0.6858.0; offset: 00002972.

Any help would be much appreciated.

 

[Terry Farrell]

I should have read down a little further before my last reply!

If Word starts OK in Safe Mode, then the problem is not with Word but
something third party. These are usually macros, COM add-ins or templates in
stalled in the (Word or Office Startup folders).

Please delete the normal.dot you copied across. Word will not recreate a
normal.dot until you make a change that needs normal.dot - such as changing
the default paper sixe, margins, font, etc. Once you change one of those and
press the DEFAULT button, Word should create a normal.dot when it is closed.
Try that first to make sure that Word is able to create the normal.dot
correctly.

Terry

 

[mert]

I removed the normal.dot file and checked the Word and Office Startup
folders. There is nothing in the Word Startup folder and there is no Startup
folder for Office.

After I start Word (and do nothing but wait), after a few seconds, I get the
error message. Oddly, if I start Word by doubleclicking a document, it just
hangs without an error message. Sometimes after the document is opened,
sometimes before.

 

[Terry Farrell]

That's a symptom of a corrupt or incompatible printer driver. Word must see
a compatible printer driver set as the Windows default in order to work
correctly.

Terry

 

[mert]

I've tried setting each of the printers for this system as the default
printer (even a PDF psuedo-printer that prints to a PDF file rather than a
actual printer) and I get the same result.

 

[Terry Farrell]

Well there's something you must be missing. If Word starts ok in Safe Mode,
then the problem is not with Word but something third party breaking Word.
Try carefully following the diagnostics in this FAQ and see if it locates
the problem http://word.mvps.org/FAQs/AppErrors/ProblemsStartingWord.htm

Terry

 

[mert]

I've even tried removing all the printers and reinstalling them one by one.
That seemed to point to a HP LaserJet 4650dn we have, but now, even with it
uninstalled, we are still getting the same error.

 

[mert]

OK. I've gone through the FAQ again. I've removed all the printers and
reinstalled them as local printers.
I'm still having the same problem and it is confined to this computer. Other
computers on the network are using the same network printers and they are not
having any problems at all.

What else can I check to find the solution to the problem?

 

[Terry Farrell]

Does it happen with all profiles or just one user's log in?

Terry

 

[mert]

It happens with all the profiles, even new ones.

 

[Terry Farrell]

All I can suggest is backup, then wipe the drive and start a new install.

Terry