L
LizLB
Okay, I was getting help from HP online support almost all day, but they
weren't able to help me. Here's my conversation so I don't have 2 re-explain
my prob 4 the millionth time. They told me to contact MSN, but MSN won't
help because it's an HP computer! Any advice would be MUCH appreciated!
Thanks in advance!
--Liz
Liz Bernhardt: (Sun, May 1, 2005 at 01:27:39 PM) Hi, I'm having trouble w/
my Microsoft Word, (from my "Works Suite 2002" software.
It first started when I went in to print out my resume that was saved on my
computer. I did the resume w/ the 'resume wizard'. When I opened it, a thing
popped up that said "Microsoft has encountered a problem and needs to close".
This has happened a few times in the past, and it usually recovers
everything...but not this time.
It saved all the writing but completely lost the format---which is
everything 4 a resume! So I tried re-doing the entire resume several times,
but every time I try to open resume wizard, the "Microsoft has encountered a
problem..." thing appears and there's no way of getting into it!
Status Message: (05/01/2005 01:27:49 PM) Welcome to HP Total Care. We are
assigning your request to a support analyst. This may take a few minutes. We
appreciate your patience.
Status Message: (05/01/2005 01:29:31 PM) Support analyst Hari K has been
assigned to your request.
Hari K: (05/01/2005 01:29:31 PM) Welcome to HP Total Care. My name is Hari
K. I am currently reviewing your Support request 4343558 and will respond
shortly, so please remain connected to the internet.
Liz Bernhardt: (05/01/2005 01:29:46 PM) k
Hari K: (05/01/2005 01:31:30 PM) Do you have full version of Microsoft
Office Word installed from CD you have?
Liz Bernhardt: (05/01/2005 01:32:30 PM) Yes, I believe so
Liz Bernhardt: (05/01/2005 01:33:46 PM) It's the plain ol' Microsoft Word
Liz Bernhardt: (05/01/2005 01:34:11 PM) But it does have resume wizard
because I've been using it...until this prob occurred
Hari K: (05/01/2005 01:34:30 PM) Okay. I believe some of the system files
are corrupted. Follow these steps to perform a System File Check:
1. Click Start > Run. Type 'cmd' and then ok.
2. You will see a prompt screen with a blinking cursor.
3. Type ' cd\ ' and then hit an enter.
4. Now type 'sfc/scannow' and hit an enter.
5. Scanning of the system files starts.
Liz Bernhardt: (05/01/2005 01:35:55 PM) it's scanning now
Hari K: (05/01/2005 01:38:03 PM) Okay.
Liz Bernhardt: (05/01/2005 01:39:48 PM) It looks to be about 1/4 of the way
done...it's taking a while, lol
Hari K: (05/01/2005 01:41:32 PM) OK.
Liz Bernhardt: (05/01/2005 01:50:35 PM) About 40% to go
Hari K: (05/01/2005 01:53:32 PM) Fine.
Liz Bernhardt: (05/01/2005 02:04:10 PM) Okay, it's done and it closed itself
Hari K: (05/01/2005 02:05:02 PM) That's great!
Hari K: (05/01/2005 02:05:02 PM) Now, restart the computer and check if it
works fine.
Liz Bernhardt: (05/01/2005 02:05:30 PM) Great, thank you!
Hari K: (05/01/2005 05:37:29 PM) When you restart/shutdown, this session
will be lost temporarily. Click Start, Help and Support, Reply back to us to
resume this session again.
Hari K: (05/01/2005 05:37:30 PM) Did that work?
Hari K: (05/01/2005 05:37:30 PM) Are you online?
Hari K: (05/01/2005 05:37:30 PM) Please respond.
Hari K: (05/01/2005 05:37:30 PM) I have not received any communication from
you in some time. I will place this request in a special holding queue. If
you still require assistance, please reply to this message and either I or
another qualified agent will continue to assist you.
Thank you for using HP Instant Support.
Hari K: (05/01/2005 05:37:30 PM) We have not received a communication from
you in the last hour. If you still require assistance, please reply to this
message and a qualified HP Technical Support Analyst will continue to assist
you. This request will be automatically closed if we do not hear from you in
23 hours. Thank you for contacting HP Total Care.
Liz Bernhardt: (05/01/2005 05:40:02 PM) Shutting down the computer did not
help 4 accessing resume wizard
Status Message: (05/01/2005 05:40:54 PM) Support analyst Sid has been
assigned to your request.
Sid: (05/01/2005 05:41:22 PM) Hi Liz , I am Sid. I will be taking over your
support request, number 4343558 . Please give me few minutes to review your
previous conversation with us.
Liz Bernhardt: (05/01/2005 05:43:19 PM) okay....I had to leave so I didn't
get back on after I shut down the comp. I didn't know Harri was waiting!
Sid: (05/01/2005 05:46:19 PM) Liz, Are you getting any error message this
time?
Liz Bernhardt: (05/01/2005 05:47:46 PM) Yeah, every time I go into a new
Microsoft Word document and try 2 open resume wizard, it does the "Microsoft
has encountered a problem..." annoying thing. I kept trying, but it kept
happening.
Sid: (05/01/2005 05:51:49 PM) Liz, Is it the same issue when you open any
Microsoft Application ?
Liz Bernhardt: (05/01/2005 05:52:42 PM) Just Word
Liz Bernhardt: (05/01/2005 06:03:14 PM) That same error thing happens
frequently in Word. It seems like it's been getting worse. But now, it's
happening everytime when I try to go into resume wizard.
Liz Bernhardt: (05/01/2005 06:07:54 PM) u still there?
Liz Bernhardt: (05/01/2005 06:11:51 PM) ?
Liz Bernhardt: (05/01/2005 06:31:15 PM) Still waiting............
Sid: (05/01/2005 06:36:51 PM) Please try opening any other Microsoft
application (like Excel, Power point) and let me know whether you are getting
same error message.
Sid: (05/01/2005 06:36:52 PM) Please stay connected to the Internet, while I
search in our database for a solution to the issue.
Sid: (05/01/2005 06:36:52 PM) Liz, Have you purchased Microsoft Office full
version software or you are still using the Trial version ?
Sid: (05/01/2005 06:36:52 PM) Please respond to this message if you are
still online with me.
Sid: (05/01/2005 06:36:52 PM) Liz, Are you still connected to Instant Support?
Sid: (05/01/2005 06:36:52 PM) I will place this incident in a special
holding queue. If you require further assistance, please reply to this
message within 24 hours. Either I or another qualified analyst will continue
to assist you.
If you do not respond with in 24 hours, the session will be automatically
closed. If you still need assistance with this issue, please open a new
incident in Instant Support and specify the incident ID of the session that
ended abruptly.
Status Message: (05/01/2005 06:37:23 PM) Support analyst Sam has been
assigned to your request.
Sam: (05/01/2005 06:37:23 PM) Welcome to HP Total Care. My name is Sam. I am
currently reviewing your Support request 4343558 and will respond shortly, so
please remain connected to Internet.
Liz Bernhardt: (05/01/2005 06:38:12 PM) Okay, I don't know what happened 2 Sid
Sam: (05/01/2005 06:39:44 PM) I understand from your query that there is an
issue with Word Application. Am I right ?
Liz Bernhardt: (05/01/2005 06:39:52 PM) yes
Sam: (05/01/2005 06:42:14 PM) When did you first notice this issue?
Liz Bernhardt: (05/01/2005 06:45:05 PM) The constant error when trying to
access resume wizard started last night. I do get those "Microsoft Word has
encountered a problem and needs to close" thing frequently, but last night I
lost my resume that was already saved on the comp. I lost all the formatting
on it when I tried to recover it and resume wizard won't open.
Sam: (05/01/2005 06:46:14 PM) Okay, have you tried to perform a system
restore ?
Liz Bernhardt: (05/01/2005 06:46:48 PM) Is that the thing Harri had me do?
Can you see all the past messages?
Liz Bernhardt: (05/01/2005 06:48:09 PM) I found a "detect and repair" thing
in Microsoft Word. Should I do it?
Sam: (05/01/2005 06:49:14 PM) Yes please
Liz Bernhardt: (05/01/2005 06:51:52 PM) Okay it's done. So, I tried opening
resume wizard and the same error message came up again.
Sam: (05/01/2005 06:53:45 PM) Okay, kindly restore the computer to an
earlier time on which the system was working fine.
To restore the PC to an earlier time, perform the following steps:
1. Click Start, Programs, Accessories, System Tools, System Restore
2. Select "Restore my computer to an earlier time"
3. Click Next
4. Select the appropriate month and date to which you want to restore the
system
5. You will be listed the available save points on that day. Select the
appropriate time to which you want to restore the system.
6. Click Next
7. A message window pops up. Click OK button
8. Click Next
Allow the system to restore to previous settings. The system will be
restarted.
Liz Bernhardt: (05/01/2005 06:55:15 PM) Will I lose all the stuff I've saved
since then?
Sam: (05/01/2005 06:56:14 PM) No only the updates or any downloads will be
lost
Liz Bernhardt: (05/01/2005 07:08:12 PM) k I'll check Word now
Liz Bernhardt: (05/01/2005 07:08:54 PM) I still get the error thing
Sam: (05/01/2005 07:09:16 PM) Okay
Liz Bernhardt: (05/01/2005 07:09:46 PM) This sucks, LOL
Sam: (05/01/2005 07:10:47 PM) Okay, kindly follow the below given steps
1) Open Internet explorer.
2) Go to Tools-->Internet options-->Advanced.
3) Uncheck the box for Enable Third Party Browser Extensions
4) Uncheck the box for Display a notification about every script error
5) Check the box for Disable script debugging
6) Click Apply and OK.
7) Close Internet Explorer.
8) Open a new window.
Liz Bernhardt: (05/01/2005 07:13:15 PM) It might take a while. I'm rarely
able to go onto internet explorer because it AWAYS freezes up and the error
pops up saying "Internet explorer has encountered a problem and needs to
close" Could these be related?
Liz Bernhardt: (05/01/2005 07:14:22 PM) k I'm on and doing what u told me 2 do
Liz Bernhardt: (05/01/2005 07:15:12 PM) "Uncheck the box for Display a
notification about every script error" ---It's already unchecked Does that
matter?
Liz Bernhardt: (05/01/2005 07:16:07 PM) "Check the box for Disable script
debugging" ---Both options (one for "other" and one 4 "internet explorer" are
already checked
Liz Bernhardt: (05/01/2005 07:16:49 PM) K done
Sam: (05/01/2005 07:17:46 PM) now kindly check if the issue persist
Liz Bernhardt: (05/01/2005 07:19:25 PM) I got the error again...still can't
get into resume wizard and my other Microsoft Word saved documents get the
error when I just enter them.
Liz Bernhardt: (05/01/2005 07:19:35 PM) Is my computer weird?
Sam: (05/01/2005 07:28:47 PM) Please stay connected to the Internet, while I
search in our database for a solution to the issue
Liz Bernhardt: (05/01/2005 07:28:53 PM) okay
Liz Bernhardt: (05/01/2005 07:35:20 PM) Do u know if "The Geek Squad" can
help me w/ this? I don't know much about em, but I do have the Geek Squad box
thing attached 2 my comp.
Sam: (05/01/2005 07:40:46 PM) I am still doing research on the issue and
will get back to you shortly. Please stay online with me. Thank you
Liz Bernhardt: (05/01/2005 07:41:09 PM) okay, I really appreciate this Sam
Sam: (05/01/2005 07:45:19 PM) Thank you for your patience Liz. Could you let
me know if you have purchased the Works Suite 2002 ?
Liz Bernhardt: (05/01/2005 07:45:41 PM) Yeah
Sam: (05/01/2005 07:46:46 PM) Okay, if you have a CD disk, then you can
uninstall the program and then reinstall it from the CD disk.
Liz Bernhardt: (05/01/2005 07:47:56 PM) Okay, I'll try that. I have to
leave. I'm saving the conversation so if I have the same prob, I come back on.
Liz Bernhardt: (05/01/2005 07:49:27 PM) Gotta go now Thanks Sam.
Sam: (05/01/2005 07:49:47 PM) Okay Liz
Sam: (05/01/2005 11:21:33 PM) Liz, do you want the request to be placed in a
special holding queue ?
Sam: (05/01/2005 11:21:33 PM) I will place this request in a special holding
queue. If you still require assistance, please reply to this message and
either I or another qualified agent will continue to assist you.
Thank you for using HP Instant Support.
Sam: (05/01/2005 11:21:34 PM) We have not received a communication from you
in the last hour. If you still require assistance, please reply to this
message and a qualified HP Technical Support Analyst will continue to assist
you. This request will be automatically closed if we do not hear from you in
23 hours. Thank you for contacting HP Total Care.
Liz Bernhardt: (05/01/2005 11:24:06 PM) anyone there?
Status Message: (05/01/2005 11:24:54 PM) Support analyst Nick has been
assigned to your request.
Nick: (05/01/2005 11:25:25 PM) Welcome to HP Total Care. My name is Nick. I
am currently reviewing your Support request 4343558 and will respond shortly,
so please remain connected to the Internet.
Liz Bernhardt: (05/01/2005 11:25:48 PM) Hi Nick. I uninstalled Microsoft
Word then installed it like Sam told me to do, and I still get the same error
message when I try to go into Resume Wizard
Nick: (05/01/2005 11:25:53 PM) My name is Nick and I will be taking over
your Support Request. I am reviewing your inquiry and prior dialogue. Please
give me few moments while I revert to you.
Nick: (05/01/2005 11:32:22 PM) Thank you for being online. I studied your
query and prior dialogue and I understand that the issue is with the
Microsoft Word. Am I correct?
Liz Bernhardt: (05/01/2005 11:32:41 PM) yes
Nick: (05/01/2005 11:35:22 PM) Please let me know if you receive the error
message and then after clicking on the OK button, will it display "Word has
detected a problem with the existing normal.dot. Would you like to create a
new normal.dot?" ?
Liz Bernhardt: (05/01/2005 11:36:55 PM) k, one sec
Liz Bernhardt: (05/01/2005 11:40:08 PM) Okay, I opened a new document in
word. I went into general templates 2 access the resume wizard. That's when
the "Microsoft Word has encountered a problem and needs to close. Sorry 4 the
inconvenience." On it, it has the option to send an error report. And I do
almost every time.
Liz Bernhardt: (05/01/2005 11:40:58 PM) There's also a thing 2 click on "To
see what the data this error report contains". Do u need to know that?
Nick: (05/01/2005 11:41:23 PM) Liz, please let me know what happens when you
click on the OK and Don't Send report.
Liz Bernhardt: (05/01/2005 11:42:02 PM) you want me 2 click on the "don't
send" button?
Nick: (05/01/2005 11:43:22 PM) Yes Liz. Please click on it and let me know
what happens.
Liz Bernhardt: (05/01/2005 11:44:43 PM) Nothing, a thing came up that says
that "word saved changes to the normal document template. Do you want to load
it?"
Nick: (05/01/2005 11:46:22 PM) Please accept it and let me what happens.
Liz Bernhardt: (05/01/2005 11:46:59 PM) It's just the same empty new document
Liz Bernhardt: (05/01/2005 11:48:49 PM) This sucks...we just got the
computer 4 X-mas
Nick: (05/01/2005 11:48:53 PM) Okay Liz. Please let me know if you have
accepted (clicked on YES) for the normal document error message.
Nick: (05/01/2005 11:50:22 PM) Please let me know if you have accepted
(clicked on YES) for the normal document error message.
Nick: (05/01/2005 11:50:53 PM) Liz, you can contact the Microsoft, who are
well-equipped with the Tools and Expertise to resolve the issue at :
(800) 426 -9400.
Liz Bernhardt: (05/01/2005 11:50:57 PM) I clicked yes to loading it after
the error message appeared. But on the error message itself, it only had to
buttons to push "send error report" and "don't send". I clicked "don't send"
and the thing came up asking if I wanted to load the original document
Liz Bernhardt: (05/01/2005 11:51:14 PM) okay
Liz Bernhardt: (05/01/2005 11:51:53 PM) We have Geek Squad, do u think
they'd be able to help?
Nick: (05/01/2005 11:52:23 PM) Please let me know if you have asked it to
load the original document.
Liz Bernhardt: (05/01/2005 11:52:40 PM) yes i have
Liz Bernhardt: (05/01/2005 11:53:15 PM) the error message just appears when
I click on resume wizard
Nick: (05/01/2005 11:53:23 PM) Let me know if you have received any error
message.
Liz Bernhardt: (05/01/2005 11:53:56 PM) yes i got the error message
Nick: (05/01/2005 11:54:23 PM) Liz, please let me know if it appears again
on opening the Microsoft Word.
Liz Bernhardt: (05/01/2005 11:55:31 PM) I entered the new document fine.
Then I clicked on general templates, and then on resume wizard and the error
message appeared.
Nick: (05/01/2005 11:57:22 PM) Okay Liz. Thank you for the information.
Nick: (05/02/2005 12:01:23 AM) Liz, we have performed all the
troubleshooting steps. Please contact the Microsoft at:
(800) 426 - 9400 as they are well equipped with the tools and expertise.
Liz Bernhardt: (05/02/2005 12:01:51 AM) okay, thanks
weren't able to help me. Here's my conversation so I don't have 2 re-explain
my prob 4 the millionth time. They told me to contact MSN, but MSN won't
help because it's an HP computer! Any advice would be MUCH appreciated!
Thanks in advance!
--Liz
Liz Bernhardt: (Sun, May 1, 2005 at 01:27:39 PM) Hi, I'm having trouble w/
my Microsoft Word, (from my "Works Suite 2002" software.
It first started when I went in to print out my resume that was saved on my
computer. I did the resume w/ the 'resume wizard'. When I opened it, a thing
popped up that said "Microsoft has encountered a problem and needs to close".
This has happened a few times in the past, and it usually recovers
everything...but not this time.
It saved all the writing but completely lost the format---which is
everything 4 a resume! So I tried re-doing the entire resume several times,
but every time I try to open resume wizard, the "Microsoft has encountered a
problem..." thing appears and there's no way of getting into it!
Status Message: (05/01/2005 01:27:49 PM) Welcome to HP Total Care. We are
assigning your request to a support analyst. This may take a few minutes. We
appreciate your patience.
Status Message: (05/01/2005 01:29:31 PM) Support analyst Hari K has been
assigned to your request.
Hari K: (05/01/2005 01:29:31 PM) Welcome to HP Total Care. My name is Hari
K. I am currently reviewing your Support request 4343558 and will respond
shortly, so please remain connected to the internet.
Liz Bernhardt: (05/01/2005 01:29:46 PM) k
Hari K: (05/01/2005 01:31:30 PM) Do you have full version of Microsoft
Office Word installed from CD you have?
Liz Bernhardt: (05/01/2005 01:32:30 PM) Yes, I believe so
Liz Bernhardt: (05/01/2005 01:33:46 PM) It's the plain ol' Microsoft Word
Liz Bernhardt: (05/01/2005 01:34:11 PM) But it does have resume wizard
because I've been using it...until this prob occurred
Hari K: (05/01/2005 01:34:30 PM) Okay. I believe some of the system files
are corrupted. Follow these steps to perform a System File Check:
1. Click Start > Run. Type 'cmd' and then ok.
2. You will see a prompt screen with a blinking cursor.
3. Type ' cd\ ' and then hit an enter.
4. Now type 'sfc/scannow' and hit an enter.
5. Scanning of the system files starts.
Liz Bernhardt: (05/01/2005 01:35:55 PM) it's scanning now
Hari K: (05/01/2005 01:38:03 PM) Okay.
Liz Bernhardt: (05/01/2005 01:39:48 PM) It looks to be about 1/4 of the way
done...it's taking a while, lol
Hari K: (05/01/2005 01:41:32 PM) OK.
Liz Bernhardt: (05/01/2005 01:50:35 PM) About 40% to go
Hari K: (05/01/2005 01:53:32 PM) Fine.
Liz Bernhardt: (05/01/2005 02:04:10 PM) Okay, it's done and it closed itself
Hari K: (05/01/2005 02:05:02 PM) That's great!
Hari K: (05/01/2005 02:05:02 PM) Now, restart the computer and check if it
works fine.
Liz Bernhardt: (05/01/2005 02:05:30 PM) Great, thank you!
Hari K: (05/01/2005 05:37:29 PM) When you restart/shutdown, this session
will be lost temporarily. Click Start, Help and Support, Reply back to us to
resume this session again.
Hari K: (05/01/2005 05:37:30 PM) Did that work?
Hari K: (05/01/2005 05:37:30 PM) Are you online?
Hari K: (05/01/2005 05:37:30 PM) Please respond.
Hari K: (05/01/2005 05:37:30 PM) I have not received any communication from
you in some time. I will place this request in a special holding queue. If
you still require assistance, please reply to this message and either I or
another qualified agent will continue to assist you.
Thank you for using HP Instant Support.
Hari K: (05/01/2005 05:37:30 PM) We have not received a communication from
you in the last hour. If you still require assistance, please reply to this
message and a qualified HP Technical Support Analyst will continue to assist
you. This request will be automatically closed if we do not hear from you in
23 hours. Thank you for contacting HP Total Care.
Liz Bernhardt: (05/01/2005 05:40:02 PM) Shutting down the computer did not
help 4 accessing resume wizard
Status Message: (05/01/2005 05:40:54 PM) Support analyst Sid has been
assigned to your request.
Sid: (05/01/2005 05:41:22 PM) Hi Liz , I am Sid. I will be taking over your
support request, number 4343558 . Please give me few minutes to review your
previous conversation with us.
Liz Bernhardt: (05/01/2005 05:43:19 PM) okay....I had to leave so I didn't
get back on after I shut down the comp. I didn't know Harri was waiting!
Sid: (05/01/2005 05:46:19 PM) Liz, Are you getting any error message this
time?
Liz Bernhardt: (05/01/2005 05:47:46 PM) Yeah, every time I go into a new
Microsoft Word document and try 2 open resume wizard, it does the "Microsoft
has encountered a problem..." annoying thing. I kept trying, but it kept
happening.
Sid: (05/01/2005 05:51:49 PM) Liz, Is it the same issue when you open any
Microsoft Application ?
Liz Bernhardt: (05/01/2005 05:52:42 PM) Just Word
Liz Bernhardt: (05/01/2005 06:03:14 PM) That same error thing happens
frequently in Word. It seems like it's been getting worse. But now, it's
happening everytime when I try to go into resume wizard.
Liz Bernhardt: (05/01/2005 06:07:54 PM) u still there?
Liz Bernhardt: (05/01/2005 06:11:51 PM) ?
Liz Bernhardt: (05/01/2005 06:31:15 PM) Still waiting............
Sid: (05/01/2005 06:36:51 PM) Please try opening any other Microsoft
application (like Excel, Power point) and let me know whether you are getting
same error message.
Sid: (05/01/2005 06:36:52 PM) Please stay connected to the Internet, while I
search in our database for a solution to the issue.
Sid: (05/01/2005 06:36:52 PM) Liz, Have you purchased Microsoft Office full
version software or you are still using the Trial version ?
Sid: (05/01/2005 06:36:52 PM) Please respond to this message if you are
still online with me.
Sid: (05/01/2005 06:36:52 PM) Liz, Are you still connected to Instant Support?
Sid: (05/01/2005 06:36:52 PM) I will place this incident in a special
holding queue. If you require further assistance, please reply to this
message within 24 hours. Either I or another qualified analyst will continue
to assist you.
If you do not respond with in 24 hours, the session will be automatically
closed. If you still need assistance with this issue, please open a new
incident in Instant Support and specify the incident ID of the session that
ended abruptly.
Status Message: (05/01/2005 06:37:23 PM) Support analyst Sam has been
assigned to your request.
Sam: (05/01/2005 06:37:23 PM) Welcome to HP Total Care. My name is Sam. I am
currently reviewing your Support request 4343558 and will respond shortly, so
please remain connected to Internet.
Liz Bernhardt: (05/01/2005 06:38:12 PM) Okay, I don't know what happened 2 Sid
Sam: (05/01/2005 06:39:44 PM) I understand from your query that there is an
issue with Word Application. Am I right ?
Liz Bernhardt: (05/01/2005 06:39:52 PM) yes
Sam: (05/01/2005 06:42:14 PM) When did you first notice this issue?
Liz Bernhardt: (05/01/2005 06:45:05 PM) The constant error when trying to
access resume wizard started last night. I do get those "Microsoft Word has
encountered a problem and needs to close" thing frequently, but last night I
lost my resume that was already saved on the comp. I lost all the formatting
on it when I tried to recover it and resume wizard won't open.
Sam: (05/01/2005 06:46:14 PM) Okay, have you tried to perform a system
restore ?
Liz Bernhardt: (05/01/2005 06:46:48 PM) Is that the thing Harri had me do?
Can you see all the past messages?
Liz Bernhardt: (05/01/2005 06:48:09 PM) I found a "detect and repair" thing
in Microsoft Word. Should I do it?
Sam: (05/01/2005 06:49:14 PM) Yes please
Liz Bernhardt: (05/01/2005 06:51:52 PM) Okay it's done. So, I tried opening
resume wizard and the same error message came up again.
Sam: (05/01/2005 06:53:45 PM) Okay, kindly restore the computer to an
earlier time on which the system was working fine.
To restore the PC to an earlier time, perform the following steps:
1. Click Start, Programs, Accessories, System Tools, System Restore
2. Select "Restore my computer to an earlier time"
3. Click Next
4. Select the appropriate month and date to which you want to restore the
system
5. You will be listed the available save points on that day. Select the
appropriate time to which you want to restore the system.
6. Click Next
7. A message window pops up. Click OK button
8. Click Next
Allow the system to restore to previous settings. The system will be
restarted.
Liz Bernhardt: (05/01/2005 06:55:15 PM) Will I lose all the stuff I've saved
since then?
Sam: (05/01/2005 06:56:14 PM) No only the updates or any downloads will be
lost
Liz Bernhardt: (05/01/2005 07:08:12 PM) k I'll check Word now
Liz Bernhardt: (05/01/2005 07:08:54 PM) I still get the error thing
Sam: (05/01/2005 07:09:16 PM) Okay
Liz Bernhardt: (05/01/2005 07:09:46 PM) This sucks, LOL
Sam: (05/01/2005 07:10:47 PM) Okay, kindly follow the below given steps
1) Open Internet explorer.
2) Go to Tools-->Internet options-->Advanced.
3) Uncheck the box for Enable Third Party Browser Extensions
4) Uncheck the box for Display a notification about every script error
5) Check the box for Disable script debugging
6) Click Apply and OK.
7) Close Internet Explorer.
8) Open a new window.
Liz Bernhardt: (05/01/2005 07:13:15 PM) It might take a while. I'm rarely
able to go onto internet explorer because it AWAYS freezes up and the error
pops up saying "Internet explorer has encountered a problem and needs to
close" Could these be related?
Liz Bernhardt: (05/01/2005 07:14:22 PM) k I'm on and doing what u told me 2 do
Liz Bernhardt: (05/01/2005 07:15:12 PM) "Uncheck the box for Display a
notification about every script error" ---It's already unchecked Does that
matter?
Liz Bernhardt: (05/01/2005 07:16:07 PM) "Check the box for Disable script
debugging" ---Both options (one for "other" and one 4 "internet explorer" are
already checked
Liz Bernhardt: (05/01/2005 07:16:49 PM) K done
Sam: (05/01/2005 07:17:46 PM) now kindly check if the issue persist
Liz Bernhardt: (05/01/2005 07:19:25 PM) I got the error again...still can't
get into resume wizard and my other Microsoft Word saved documents get the
error when I just enter them.
Liz Bernhardt: (05/01/2005 07:19:35 PM) Is my computer weird?
Sam: (05/01/2005 07:28:47 PM) Please stay connected to the Internet, while I
search in our database for a solution to the issue
Liz Bernhardt: (05/01/2005 07:28:53 PM) okay
Liz Bernhardt: (05/01/2005 07:35:20 PM) Do u know if "The Geek Squad" can
help me w/ this? I don't know much about em, but I do have the Geek Squad box
thing attached 2 my comp.
Sam: (05/01/2005 07:40:46 PM) I am still doing research on the issue and
will get back to you shortly. Please stay online with me. Thank you
Liz Bernhardt: (05/01/2005 07:41:09 PM) okay, I really appreciate this Sam
Sam: (05/01/2005 07:45:19 PM) Thank you for your patience Liz. Could you let
me know if you have purchased the Works Suite 2002 ?
Liz Bernhardt: (05/01/2005 07:45:41 PM) Yeah
Sam: (05/01/2005 07:46:46 PM) Okay, if you have a CD disk, then you can
uninstall the program and then reinstall it from the CD disk.
Liz Bernhardt: (05/01/2005 07:47:56 PM) Okay, I'll try that. I have to
leave. I'm saving the conversation so if I have the same prob, I come back on.
Liz Bernhardt: (05/01/2005 07:49:27 PM) Gotta go now
Thanks Sam.Sam: (05/01/2005 07:49:47 PM) Okay Liz
Sam: (05/01/2005 11:21:33 PM) Liz, do you want the request to be placed in a
special holding queue ?
Sam: (05/01/2005 11:21:33 PM) I will place this request in a special holding
queue. If you still require assistance, please reply to this message and
either I or another qualified agent will continue to assist you.
Thank you for using HP Instant Support.
Sam: (05/01/2005 11:21:34 PM) We have not received a communication from you
in the last hour. If you still require assistance, please reply to this
message and a qualified HP Technical Support Analyst will continue to assist
you. This request will be automatically closed if we do not hear from you in
23 hours. Thank you for contacting HP Total Care.
Liz Bernhardt: (05/01/2005 11:24:06 PM) anyone there?
Status Message: (05/01/2005 11:24:54 PM) Support analyst Nick has been
assigned to your request.
Nick: (05/01/2005 11:25:25 PM) Welcome to HP Total Care. My name is Nick. I
am currently reviewing your Support request 4343558 and will respond shortly,
so please remain connected to the Internet.
Liz Bernhardt: (05/01/2005 11:25:48 PM) Hi Nick. I uninstalled Microsoft
Word then installed it like Sam told me to do, and I still get the same error
message when I try to go into Resume Wizard
Nick: (05/01/2005 11:25:53 PM) My name is Nick and I will be taking over
your Support Request. I am reviewing your inquiry and prior dialogue. Please
give me few moments while I revert to you.
Nick: (05/01/2005 11:32:22 PM) Thank you for being online. I studied your
query and prior dialogue and I understand that the issue is with the
Microsoft Word. Am I correct?
Liz Bernhardt: (05/01/2005 11:32:41 PM) yes
Nick: (05/01/2005 11:35:22 PM) Please let me know if you receive the error
message and then after clicking on the OK button, will it display "Word has
detected a problem with the existing normal.dot. Would you like to create a
new normal.dot?" ?
Liz Bernhardt: (05/01/2005 11:36:55 PM) k, one sec
Liz Bernhardt: (05/01/2005 11:40:08 PM) Okay, I opened a new document in
word. I went into general templates 2 access the resume wizard. That's when
the "Microsoft Word has encountered a problem and needs to close. Sorry 4 the
inconvenience." On it, it has the option to send an error report. And I do
almost every time.
Liz Bernhardt: (05/01/2005 11:40:58 PM) There's also a thing 2 click on "To
see what the data this error report contains". Do u need to know that?
Nick: (05/01/2005 11:41:23 PM) Liz, please let me know what happens when you
click on the OK and Don't Send report.
Liz Bernhardt: (05/01/2005 11:42:02 PM) you want me 2 click on the "don't
send" button?
Nick: (05/01/2005 11:43:22 PM) Yes Liz. Please click on it and let me know
what happens.
Liz Bernhardt: (05/01/2005 11:44:43 PM) Nothing, a thing came up that says
that "word saved changes to the normal document template. Do you want to load
it?"
Nick: (05/01/2005 11:46:22 PM) Please accept it and let me what happens.
Liz Bernhardt: (05/01/2005 11:46:59 PM) It's just the same empty new document
Liz Bernhardt: (05/01/2005 11:48:49 PM) This sucks...we just got the
computer 4 X-mas
Nick: (05/01/2005 11:48:53 PM) Okay Liz. Please let me know if you have
accepted (clicked on YES) for the normal document error message.
Nick: (05/01/2005 11:50:22 PM) Please let me know if you have accepted
(clicked on YES) for the normal document error message.
Nick: (05/01/2005 11:50:53 PM) Liz, you can contact the Microsoft, who are
well-equipped with the Tools and Expertise to resolve the issue at :
(800) 426 -9400.
Liz Bernhardt: (05/01/2005 11:50:57 PM) I clicked yes to loading it after
the error message appeared. But on the error message itself, it only had to
buttons to push "send error report" and "don't send". I clicked "don't send"
and the thing came up asking if I wanted to load the original document
Liz Bernhardt: (05/01/2005 11:51:14 PM) okay
Liz Bernhardt: (05/01/2005 11:51:53 PM) We have Geek Squad, do u think
they'd be able to help?
Nick: (05/01/2005 11:52:23 PM) Please let me know if you have asked it to
load the original document.
Liz Bernhardt: (05/01/2005 11:52:40 PM) yes i have
Liz Bernhardt: (05/01/2005 11:53:15 PM) the error message just appears when
I click on resume wizard
Nick: (05/01/2005 11:53:23 PM) Let me know if you have received any error
message.
Liz Bernhardt: (05/01/2005 11:53:56 PM) yes i got the error message
Nick: (05/01/2005 11:54:23 PM) Liz, please let me know if it appears again
on opening the Microsoft Word.
Liz Bernhardt: (05/01/2005 11:55:31 PM) I entered the new document fine.
Then I clicked on general templates, and then on resume wizard and the error
message appeared.
Nick: (05/01/2005 11:57:22 PM) Okay Liz. Thank you for the information.
Nick: (05/02/2005 12:01:23 AM) Liz, we have performed all the
troubleshooting steps. Please contact the Microsoft at:
(800) 426 - 9400 as they are well equipped with the tools and expertise.
Liz Bernhardt: (05/02/2005 12:01:51 AM) okay, thanks