Inserting a comment crashes Word

[Susan L]

I am having trouble with Word crashing when I insert a comment. This is a
document that was originally corrupted; I copied and pasted all sections
(without last paragraph; re-inserted all graphics from fresh copies, etc.
This problem with comments also existed - or rather emerged - when working
with the previous document.

I and inserted several comments, when all of a sudden, the problem
reappeared. Does this suggest that the document is still corrupted -- or is
there another answer. Couldn't find any posts in the newsgroups.

 

[Herb Tyson [MVP]]

If the problem is occurring only with that document, it suggests that
corruption is still present.

To be sure, however... if you start Word in Safe mode (hold down Ctrl key as
Word is starting, and click Yes to starting in safe mode), open the problem
document, and then insert comments, do crashes still occur?

 

[Terry Farrell]

Version? Is it patched up to date?

 

[Susan L]

Am working with Word 2003, SP 3. I have auto updates turned on.

Opening the document in Safe Mode seemed to solve the problem. I can insert
and edit comments. So does this mean corruption still exists? I've spent days
on reconstructing this document and do not have any more time to work on it.
As a temporary measure, should I recommend that it only be worked on in Safe
Mode?

 

[Terry Farrell]

It means that your document is fine. Starting Word in Safe Mode bypasses all
customisations, macros, registry settings, normal.dot and third party
add-ins. I suggest the following to see which sorts out the problem:

rename normal.dot as normal.bad
make sure that the printer driver is the latest and then delete and
reinstall the printer
empty the temp folder: with all applications closed, the temp folder should
be empty - make it so
finally check for third party add-in and macros and disable them all, test
and then enable them one at a time until you find the culprit

See how to find add-ins

http://www.word.mvps.org/FAQs/Customization/CheckIfAddinsInstalled.htm

http://office.microsoft.com/en-us/assistance/HA011514521033.aspx

 

[Herb Tyson [MVP]]

If all that does not cause the crashes to stop, you might also delete the
Data key in the registry--corruption in the registry can cause otherwise
unexplained crashes. It's located here in the registry:


HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Word

--
Herb Tyson MS MVP
Author of the Word 2007 Bible
Blog: http://word2007bible.herbtyson.com
Web: http://www.herbtyson.com

 

[Susan L]

I did everything you told me -- renamed Normal, reinstalled printer driver,
checked for add-ins and comm add-ins; there were none. The printer driver
seemed to have made a difference with the comments. They seem to work
properly now.

Now I have a new problem of being prompted to save changes to Normal, every
time I close Word, even after having done nothing but enter several comments.
I looked at Help, which indicated that there might be macros interfering. But
I could not locate any macros. Virus protection is up to date, and I am
running a scan now -- the last one was Friday.

Do you think I should reinstall Word?

I have a third problem, which is cross-references to appendices in the
document are coming in with a fixed number, like 6.5A, 6.5B, or 2.1.3.5A,
etc. in the body of the document, but A, B in the appendices. (Appendices are
using Words Heading styles 7, 8, 9 according to Shauna Kelley's
instructions). (Just thought I'd mention all issues) I believe this is a
document, rather than application issue, so I'm going to post a separate
question.

 

[Terry Farrell]

Don't reinstall: it will be a total waste of time. I'll reply again in the
morning (a bit busy at the moment and its getting late here).

Terry

I did everything you told me -- renamed Normal, reinstalled printer driver,
checked for add-ins and comm add-ins; there were none. The printer driver
seemed to have made a difference with the comments. They seem to work
properly now.

Now I have a new problem of being prompted to save changes to Normal,
every
time I close Word, even after having done nothing but enter several
comments.
I looked at Help, which indicated that there might be macros interfering.
But
I could not locate any macros. Virus protection is up to date, and I am
running a scan now -- the last one was Friday.

Do you think I should reinstall Word?

I have a third problem, which is cross-references to appendices in the
document are coming in with a fixed number, like 6.5A, 6.5B, or 2.1.3.5A,
etc. in the body of the document, but A, B in the appendices. (Appendices
are
using Words Heading styles 7, 8, 9 according to Shauna Kelley's
instructions). (Just thought I'd mention all issues) I believe this is a
document, rather than application issue, so I'm going to post a separate
question.

 

[Susan L]

OK. I'll look at deleting the H Key. Talk to you tomorrow.

 

[Susan L]

I have found the data key files that Herb mentioned. There are four items in
that Registry folder: Default, Settings, Toolbars, ToolbarsWordMail. Which
should be deleted?

In the meantime since I last posted, my problem with Word has worsened.
Today I received information that Word had recovered Normal.dot. I didn't
save it for fear it was in bad shape.

Do registry keys regenerate themselves like Normal.dot? I don't want to
wreck my system by doing the wrong thing. Can someone give me additional
guidance?
--
susan

If all that does not cause the crashes to stop, you might also delete the
Data key in the registry--corruption in the registry can cause otherwise
unexplained crashes. It's located here in the registry:


HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Word

 

[Terry Farrell]

Yes. The registry entries will be automatically recreated when you restart
Word. Normal.dot is recreated as soon as you make a setting change that
needs to be stored in normal.dot.

I would suggest a three-pronged attack here. Delete the Word DATA key
(that's select DATA and press Delete), rename normal.dot as normal.bad and
empty your temp folder again.

Then try Word again. Let us know what happens.

Terry

 

[Susan L]

Normal was still called "bad"; Temp folder was empty; deleting the Data key
did the trick! What a relief!

I opened and closed Word several times and entered a new label in the
Caption dialog box to make a change in Normal.dot. When I closed Word, I was
not prompted to save that change, but Normal was recreated and the new label
was on the caption list.

Thank you so very much. I will remember this for the future.