Office 2008 hanging under OS 10.6 SL

[Laurieewb]

Version: 2008
Operating System: Mac OS X 10.6 (Snow Leopard)
Processor: Intel

I have run the up daters for office 2008. There are no duplicate font issues. All disk permissions have been repaired. No matter which office program I open it hangs on the opening splash screen.
Here is the log report:

Date/Time: 2009-09-11 12:02:18 -0500
OS Version: 10.6.1 (Build 10B504)
Architecture: x86_64
Report Version: 6

Command: Word
Path: /Applications/Microsoft Office 2008/Microsoft Word.app/Contents/MacOS/Microsoft Word
Version: 12.2.0 (12.2.0)
Build Version: 0
Project Name: (null)
Source Version: 90605
Parent: launchd [101]

PID: 209
Event: hang
Duration: 6.61s (sampling started after 2 seconds)
Steps: 46 (100ms sampling interval)

Pageins: 16
Pageouts: 0

Process: Microsoft Word [209]
Path: /Applications/Microsoft Office 2008/Microsoft Word.app/Contents/MacOS/Microsoft Word
UID: 501

Process: AirPort Base Station Agent [128]
Path: /System/Library/CoreServices/AirPort Base Station Agent.app/Contents/MacOS/AirPort Base Station Agent
UID: 501

Thread 47f13d4 DispatchQueue 1
User stack:
46 ??? (in AirPort Base Station Agent + 5344) [0x1000014e0]
46 ??? (in AirPort Base Station Agent + 70666) [0x10001140a]
46 CFRunLoopRun + 70 (in CoreFoundation) [0x7fff856d3dc6]
46 CFRunLoopRunSpecific + 575 (in CoreFoundation) [0x7fff856d403f]
46 __CFRunLoopRun + 2002 (in CoreFoundation) [0x7fff856d4ce2]
46 mach_msg_trap + 10 (in libSystem.B.dylib) [0x7fff870a2d7a]
Kernel stack:
46 ipc_mqueue_receive_continue + 0 [0x2104e0]

Thread 6afa3d4 DispatchQueue 2
User stack:
46 start_wqthread + 13 (in libSystem.B.dylib) [0x7fff870bc9c5]
46 _pthread_wqthread + 353 (in libSystem.B.dylib) [0x7fff870bcb28]
46 _dispatch_worker_thread2 + 244 (in libSystem.B.dylib) [0x7fff870bd1f6]
46 _dispatch_queue_invoke + 195 (in libSystem.B.dylib) [0x7fff870bd6d6]
46 kevent + 10 (in libSystem.B.dylib) [0x7fff870bbb16]
Kernel stack:
46 kevent + 97 [0x470677]

Thread 6b0a7a8
User stack:
46 thread_start + 13 (in libSystem.B.dylib) [0x7fff870dbe19]
46 _pthread_start + 331 (in libSystem.B.dylib) [0x7fff870dbf66]
46 select$DARWIN_EXTSN + 10 (in libSystem.B.dylib) [0x7fff870e69f2]
Kernel stack:
46 sleep + 52 [0x486ec5]

Binary Images:
0x100000000 - 0x100016fff com.apple.AirPortBaseStationAgent 1.5.4 (154.2) <73DF13C1-AF86-EC2C-9056-8D1946E607CF> /System/Library/CoreServices/AirPort Base Station Agent.app/Contents/MacOS/AirPort Base Station Agent
0x7fff85689000 - 0x7fff857fcfef com.apple.CoreFoundation 6.6 (550) <04EC0CC2-6CE4-4EE0-03B9-6C5109398CB1> /System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation
0x7fff870a2000 - 0x7fff87260ff7 libSystem.B.dylib ??? (???) <66102D4E-6C8B-77D0-6766-2A1788B20C6F> /usr/lib/libSystem.B.dylib

Process: autofsd [44]
Path: /usr/libexec/autofsd
UID: 0

Thread 39c7000 DispatchQueue 1
User stack:
46 ??? (in autofsd + 5340) [0x1000014dc]
46 ??? (in autofsd + 6461) [0x10000193d]
46 CFRunLoopRun + 70 (in CoreFoundation) [0x7fff856d3dc6]
46 CFRunLoopRunSpecific + 575 (in CoreFoundation) [0x7fff856d403f]
46 __CFRunLoopRun + 2002 (in CoreFoundation) [0x7fff856d4ce2]
46 mach_msg_trap + 10 (in libSystem.B.dylib) [0x7fff870a2d7a]
Kernel stack:
46 ipc_mqueue_receive_continue + 0 [0x2104e0]

Thread 3c63b7c DispatchQueue 2
User stack:
46 start_wqthread + 13 (in libSystem.B.dylib) [0x7fff870bc9c5]
46 _pthread_wqthread + 353 (in libSystem.B.dylib) [0x7fff870bcb28]
46 _dispatch_worker_thread2 + 244 (in libSystem.B.dylib) [0x7fff870bd1f6]

 

[tominsf]

I have the same problem as you. Office 2008 is up to date with 12.2.1 and all the apps hang when starting up under 10.6.

 

[Diane Ross]

I have run the up daters for office 2008. There are no duplicate font issues.
All disk permissions have been repaired. No matter which office program I open
it hangs on the opening splash screen.

Since Snow Leopard installed newer versions of some fonts, did you disable
or remove the older ones?

Was Office running under Snow Leopard before you updated to 10.6.1?

Here is the log report:

This is an Apple log not a Microsoft log indicating that the problem
involves the system level.

Command: Word
Path: /Applications/Microsoft Office 2008/Microsoft
Word.app/Contents/MacOS/Microsoft Word
Version: 12.2.0 (12.2.0)

Verify that the Microsoft Component Plugin is at 12.2.1.

Process: AirPort Base Station Agent [128]
Path: /System/Library/CoreServices/AirPort Base Station
Agent.app/Contents/MacOS/AirPort Base Station Agent
UID: 501

There seems to be a problem with the AirPort Base Station Agent.

Steps to help determine where the problem is located.

1) you can eliminate your Identity by creating a new Identity in Entourage
and see if you experience the same problem.

2) if a new Identity still exhibits the same issues, then create a new User
in System Preferences and test Office applications there.

3) If the problems still exist in the new User, it's a problem with your
Office install or your base OS files.

For help troubleshooting Snow Leopard and Office see "Troubleshooting Office
for Mac with Snow Leopard".

<http://tinyurl.com/ndmt4x>

Tip: some users have found that when an application was causing problems
under Snow Leopard, that doing a re-install helped.

Steps to re-install Office

<http://www.entourage.mvps.org/install/reinstall_steps.html>

Let me know what your troubleshooting steps show.

 

[skyewelse]

I am also having the same problem. Just installed Snow Leopard and freshly installed Office 2008 Mac with both Update Packs and nothing... This is a real problem as it seems others are also experiencing the same issues. I've heard of steps such as reinstalling the OS or reformatting altogether, but that is not a preferred option. Is there any way that Microsoft may consider developing an update patch that will fix this problem? Until then, I'll run the troubleshooting steps posted from before, but I'm starting to doubt reinstalling Office 2008 will be the answer to the problems we're having with it.

Shame too, I just bought it today too and I can't even use the software... : (

-Thomas

Here is the Log Report from when I have to Force Quit the Splash Screen from Opening Microsoft Word:

Date/Time: 2009-09-11 18:36:52 -0400
OS Version: 10.6 (Build 10A432)
Architecture: x86_64
Report Version: 6

Command: Word
Path: /Applications/Microsoft Office 2008/Microsoft Word.app/Contents/MacOS/Microsoft Word
Version: 12.1.1 (12.1.1)
Build Version: 0
Project Name: (null)
Source Version: 80522
Parent: launchd [119]

PID: 1149
Event: hang
Duration: 3.68s (sampling started after 2 seconds)
Steps: 16 (100ms sampling interval)

Pageins: 0
Pageouts: 0

Process: Microsoft Word [1149]
Path: /Applications/Microsoft Office 2008/Microsoft Word.app/Contents/MacOS/Microsoft Word
UID: 501

Process: AirPort Base Station Agent [144]
Path: /System/Library/CoreServices/AirPort Base Station Agent.app/Contents/MacOS/AirPort Base Station Agent
UID: 501

Thread 9c573d4 DispatchQueue 1
User stack:
16 ??? (in AirPort Base Station Agent + 5344) [0x1000014e0]
16 ??? (in AirPort Base Station Agent + 70666) [0x10001140a]
16 CFRunLoopRun + 70 (in CoreFoundation) [0x7fff815c4dc6]
16 CFRunLoopRunSpecific + 575 (in CoreFoundation) [0x7fff815c503f]
16 __CFRunLoopRun + 2002 (in CoreFoundation) [0x7fff815c5ce2]
16 mach_msg_trap + 10 (in libSystem.B.dylib) [0x7fff861c2efa]
Kernel stack:
16 ipc_mqueue_receive_continue + 0 [0x2104e0]

Thread a1167a8 DispatchQueue 2
User stack:
16 start_wqthread + 13 (in libSystem.B.dylib) [0x7fff861dcb1d]
16 _pthread_wqthread + 353 (in libSystem.B.dylib) [0x7fff861dcc80]
16 _dispatch_worker_thread2 + 244 (in libSystem.B.dylib) [0x7fff861dd34e]
16 _dispatch_queue_invoke + 185 (in libSystem.B.dylib) [0x7fff861dd824]
16 kevent + 10 (in libSystem.B.dylib) [0x7fff861dbc7e]
Kernel stack:
16 kevent + 97 [0x470677]

Thread 939f3d4
User stack:
16 thread_start + 13 (in libSystem.B.dylib) [0x7fff861fbf21]
16 _pthread_start + 331 (in libSystem.B.dylib) [0x7fff861fc06e]
16 select$DARWIN_EXTSN + 10 (in libSystem.B.dylib) [0x7fff86206aae]
Kernel stack:
16 sleep + 52 [0x486ec5]

Binary Images:
0x100000000 - 0x100016fff com.apple.AirPortBaseStationAgent 1.5.4 (154.2) <73DF13C1-AF86-EC2C-9056-8D1946E607CF> /System/Library/CoreServices/AirPort Base Station Agent.app/Contents/MacOS/AirPort Base Station Agent
0x7fff8157a000 - 0x7fff816edfef com.apple.CoreFoundation 6.6 (550) <04EC0CC2-6CE4-4EE0-03B9-6C5109398CB1> /System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation
0x7fff861c2000 - 0x7fff86381fe7 libSystem.B.dylib ??? (???) <1AABDC4B-CBAE-F40C-405C-DAE785959F57> /usr/lib/libSystem.B.dylib

Process: AppleSpell [194]
Path: /System/Library/Services/AppleSpell.service/Contents/MacOS/AppleSpell
UID: 501

Thread 8b133d4 DispatchQueue 1
User stack:
16 ??? (in AppleSpell + 5976) [0x100001758]
16 ??? (in AppleSpell + 6632) [0x1000019e8]

 

[Diane Ross]

I am also having the same problem. Just installed Snow Leopard and freshly
installed Office 2008 Mac with both Update Packs and nothing...

From your report below, you have 12.1.1. This is not fully updated. The
12.1.1 is an incremental updater that was rolled into the 12.2.0 combo.

This is a real
problem as it seems others are also experiencing the same issues. I've heard
of steps such as reinstalling the OS or reformatting altogether, but that is
not a preferred option. Is there any way that Microsoft may consider
developing an update patch that will fix this problem?

How can Microsoft fix user error?

Version: 12.1.1 (12.1.1)
Build Version: 0

I suggest you reinstall Office. Be sure to remove or disable the duplicate
fonts.

Steps to re-install Office

<http://www.entourage.mvps.org/install/reinstall_steps.html>

Troubleshooting Office for Mac with Snow Leopard

<http://tinyurl.com/ndmt4x>

 

[skyewelse]

Well, by now I've followed the Reinstall Office procedures by first attempting the Remove Office tool, which did nothing. Didn't even see that I had a previous office installed. Then I moved the Office 2008 folder to the trash and also the preference files associated with Office 2008.

Then I reinstalled Office 2008 and began the very tedious patch update process by installing every patch I could find for Office 2008 for Mac, in the proper order sequence as follows:

Office Update 12.0.1
Office Update 12.1.0
Office Update 12.1.1
Office Update 12.1.2
Office Update 12.1.3
Office Update 12.1.4
Office Update 12.1.5
Office Update 12.1.7
Office Update 12.1.9
Office Update 12.2.0
Office Update 12.2.1

Updated Registry and have rebooted after installing each update package.

So, now there's no problem with "User Error". So I'd still say this is a major error considering that it still doesn't work. Doesn't help much either that I can't even seem to register the project either since the email address it asks me to provide never is sent anything to confirm the registration. And the "After 3 Attempts, contact Microsoft Support" and I did that as well and I've still heard nothing...

So again, purchased product, cannot use it or register it. Is that really a problem of the user? Is it too much to ask for a fix for this problem that not only I am experiencing, but others as well?

-Thomas

 

[skyewelse]

Just as an update, I've finally managed to get it to work, but it required the following update sequence as mentioned above and when you start it, it still hangs at the splash screen, but if you leave it on for 20-30 minutes without force quitting it, it "should" hopefully fix the problem and launch the program. I tried this with MS Word. Next time you open it, it opens right up without waiting.

Hopefully this will help other users experiencing the same problem I was having.

Still can't register my product though... but that'll be a battle for another day I guess.

-Thomas

 

[Diane Ross]

Then I reinstalled Office 2008 and began the very tedious patch update process
by installing every patch I could find for Office 2008 for Mac, in the proper
order sequence as follows:

Office Update 12.0.1
Office Update 12.1.0
Office Update 12.1.1
Office Update 12.1.2
Office Update 12.1.3
Office Update 12.1.4
Office Update 12.1.5
Office Update 12.1.7
Office Update 12.1.9
Office Update 12.2.0
Office Update 12.2.1

I hate to tell you but the incremental updaters were all rolled into two
combos except for 12.2.1.

Original DVDs of Office come with the installed version 12.0.0.

Install 12.1.0 SP1
Install 12.2.0 SP2
Install 12.2.1

Current shipping DVDs will install 12.1.0 (SP1).

Install 12.2.0 SP
Install 12.2.1

Still can't register my product though... but that'll be a battle for another
day I guess.

Good news! Registration does nothing but put you on a mailing list. Office
for Mac does not require activation like the Windows versions.

Sorry you had so much trouble.

 

[skyewelse]

Eh, spoke too soon. Word was working fine, that was until I attempted to open Excel, PowerPoint and Entourage, which did the exact same thing that Word was doing before: Timing out at the splash screen. Not even waiting 20-30 mins fixed the problem this time and now apparently even though I can get Word to open immediately to a blank document, it freezes and times out and needs to be Force Quited.

Ran Microsoft Office 2008 Setup Assistant again, searched for new updates and nothing else is available... so... Problem isn't fixed yet.

-Thomas

 

[skyewelse]

I've since been contacted by a tech support agent who ran me through several steps of first deleting the Microsoft Office 2008 Folder in the Applications Folder, the preferences, the Application Support Files, the Fonts, and the Receipts and reinstalling the software from the disc. From there, the agent suggested running the automatic installer which installs the files that you mentioned were most important:

12.1.0 Service Pack 1
12.2.0 Service Pack 2
12.2.1 Service Pack 2 Update

I then reboot the computer, wait for OS X to be ready to use and then proceed to open my most commonly used program: Microsoft Word.

Again, Microsoft Word actually works. It runs at the Splash screen for a very long time, usually around 20 minutes, loading various preferences and files. Eventually it opens and I can use the program no problem.

However, if I ever attempt to open either Excel, PowerPoint or Entourage, the applications freeze at their respective splash screens and do not show any type of "loading preferences, files, fonts" such as what is shown in the Word loading screen the first time I run it. So each of these programs has to be Force Quitted, with the app showing that it is "Not Responding". Now, upon attempting to run any of these other programs, will also affect Word the next time I open it. Word will open to the splash screen, proceed to open a new document (blank white screen) and then simply time out with the apple spinning rainbow wheel. Word never stops timing out and then also needs to be Force Quitted...

So, if you can assist me with getting these application to work, I would surely appreciate it.

-Thomas

 

[CyberTaz]

Have you ever done as Diane originally suggested: Launch the OS X app called
Font Book, run the Resolve Duplicates & Validate Fonts routines?

If not, do so, then repair disk permissions, Shut Down [not Restart], wait a
minute or so then start up. Even if you have it may be necessary to do so
again having gone through the re-installation. Try that & see if the
situation Improves.

There's also an update to SL - 10.6.1 - which may have bearing:

http://support.apple.com/kb/DL930

HTH |:>)
Bob Jones
[MVP] Office:Mac

 

[Diane Ross]

I then reboot the computer, wait for OS X to be ready to use and then proceed
to open my most commonly used program: Microsoft Word.

Go to System Preferences --> Create a New User in Accounts. Switch to the
New User by logging out/in or use Fast User Switching.

Open Word in the new User. Do you see any difference? If yes, then there are
problems in your User's folder. Cache file would be the first place to
start. However, it might be easier to start over in the new User. Only bring
over your Documents.

 

[skyewelse]

Creating the secondary User Account seemed to work. I was able to open all four programs with no problems. So worse comes to worse, I can at least run that and run just Microsoft Word for the time being in my own personal User Account. Good enough for the time being until the next update is released I suppose. It means that something within my own cache/prefs/fonts is amiss which is throwing an error to the other programs when first running them. Still, it is good that I at least have access to word, which is what I needed most and the others should I need to create a PowerPoint doc or Excel Sheet.

Thanks for your help.

-Thomas

 

[acaruso1]

Hey Thomas--good for you. Would you mind cutting and pasting text
from another program and into Word to see if this causes a freeze?

 

[Diane Ross]

I'm glad it's working in the new User. Testing and finding the problem in
your User's account is difficult and can be very time consuming.

See these two links to help start the troubleshooting process.

Troubleshooting Office for Mac with Snow Leopard

<http://tinyurl.com/ndmt4x>

Troubleshooting Your User Account for a Problem

<http://www.entourage.mvps.org/troubleshoot/test_user.html>

I'm not confident that your problems are going to be fixed by a Snow Leopard
update. Not all utilities are Snow Leopard ready so be careful before using
that they are updated.

Snow Leopard Cache Cleaner

<http://www.northernsoftworks.com/snowleopardcachecleaner.html>

Font Finagler (read their compatibility note)
<http://homepage.mac.com/mdouma46/fontfinagler/>

For good measure, reboot using Safe Boot. Hold down the Shift key when
booting up. This will flush some caches and do some extra cleanup. After it
completes, reboot again normally.

Let us know if you fix your issues.

 

[rsugden]

Same problem ...

After lots of troubleshooting, discovered many font duplications using Font
Book ... Selected "Resolve Duplicates" under the Edit Menu ... and all the
duplicates were turned "Off" .. but problem persisted w. hang at logo splash
screen ... all MS Office 2008 Apps ... Went back and deleted all the "Off"
fonts ... including "Lucida Grande" dupes, which required a Admin password.
.... noticed that running apps now didn't have any text ... just funny icons
.... Restarted and all MS Office apps now work fine ...

Don't know why ... but don't care!!

Rich

Version: 2008
Operating System: Mac OS X 10.6 (Snow Leopard)
Processor: Intel

I have run the up daters for office 2008. There are no duplicate font issues. All disk permissions have been repaired. No matter which office program I open it hangs on the opening splash screen.
Here is the log report:

Date/Time: 2009-09-11 12:02:18 -0500
OS Version: 10.6.1 (Build 10B504)
Architecture: x86_64
Report Version: 6

Command: Word
Path: /Applications/Microsoft Office 2008/Microsoft Word.app/Contents/MacOS/Microsoft Word
Version: 12.2.0 (12.2.0)
Build Version: 0
Project Name: (null)
Source Version: 90605
Parent: launchd [101]

PID: 209
Event: hang
Duration: 6.61s (sampling started after 2 seconds)
Steps: 46 (100ms sampling interval)

Pageins: 16
Pageouts: 0

Process: Microsoft Word [209]
Path: /Applications/Microsoft Office 2008/Microsoft Word.app/Contents/MacOS/Microsoft Word
UID: 501

Process: AirPort Base Station Agent [128]
Path: /System/Library/CoreServices/AirPort Base Station Agent.app/Contents/MacOS/AirPort Base Station Agent
UID: 501

Thread 47f13d4 DispatchQueue 1
User stack:
46 ??? (in AirPort Base Station Agent + 5344) [0x1000014e0]
46 ??? (in AirPort Base Station Agent + 70666) [0x10001140a]
46 CFRunLoopRun + 70 (in CoreFoundation) [0x7fff856d3dc6]
46 CFRunLoopRunSpecific + 575 (in CoreFoundation) [0x7fff856d403f]
46 __CFRunLoopRun + 2002 (in CoreFoundation) [0x7fff856d4ce2]
46 mach_msg_trap + 10 (in libSystem.B.dylib) [0x7fff870a2d7a]
Kernel stack:
46 ipc_mqueue_receive_continue + 0 [0x2104e0]

Thread 6afa3d4 DispatchQueue 2
User stack:
46 start_wqthread + 13 (in libSystem.B.dylib) [0x7fff870bc9c5]
46 _pthread_wqthread + 353 (in libSystem.B.dylib) [0x7fff870bcb28]
46 _dispatch_worker_thread2 + 244 (in libSystem.B.dylib) [0x7fff870bd1f6]
46 _dispatch_queue_invoke + 195 (in libSystem.B.dylib) [0x7fff870bd6d6]
46 kevent + 10 (in libSystem.B.dylib) [0x7fff870bbb16]
Kernel stack:
46 kevent + 97 [0x470677]

Thread 6b0a7a8
User stack:
46 thread_start + 13 (in libSystem.B.dylib) [0x7fff870dbe19]
46 _pthread_start + 331 (in libSystem.B.dylib) [0x7fff870dbf66]
46 select$DARWIN_EXTSN + 10 (in libSystem.B.dylib) [0x7fff870e69f2]
Kernel stack:
46 sleep + 52 [0x486ec5]

Binary Images:
0x100000000 - 0x100016fff com.apple.AirPortBaseStationAgent 1.5.4 (154.2) <73DF13C1-AF86-EC2C-9056-8D1946E607CF> /System/Library/CoreServices/AirPort Base Station Agent.app/Contents/MacOS/AirPort Base Station Agent
0x7fff85689000 - 0x7fff857fcfef com.apple.CoreFoundation 6.6 (550) <04EC0CC2-6CE4-4EE0-03B9-6C5109398CB1> /System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation
0x7fff870a2000 - 0x7fff87260ff7 libSystem.B.dylib ??? (???) <66102D4E-6C8B-77D0-6766-2A1788B20C6F> /usr/lib/libSystem.B.dylib

Process: autofsd [44]
Path: /usr/libexec/autofsd
UID: 0

Thread 39c7000 DispatchQueue 1
User stack:
46 ??? (in autofsd + 5340) [0x1000014dc]
46 ??? (in autofsd + 6461) [0x10000193d]
46 CFRunLoopRun + 70 (in CoreFoundation) [0x7fff856d3dc6]
46 CFRunLoopRunSpecific + 575 (in CoreFoundation) [0x7fff856d403f]
46 __CFRunLoopRun + 2002 (in CoreFoundation) [0x7fff856d4ce2]
46 mach_msg_trap + 10 (in libSystem.B.dylib) [0x7fff870a2d7a]
Kernel stack:
46 ipc_mqueue_receive_continue + 0 [0x2104e0]

Thread 3c63b7c DispatchQueue 2
User stack:
46 start_wqthread + 13 (in libSystem.B.dylib) [0x7fff870bc9c5]
46 _pthread_wqthread + 353 (in libSystem.B.dylib) [0x7fff870bcb28]
46 _dispatch_worker_thread2 + 244 (in libSystem.B.dylib) [0x7fff870bd1f6]

 

[Diane Ross]

After lots of troubleshooting, discovered many font duplications using Font
Book ... Selected "Resolve Duplicates" under the Edit Menu ... and all the
duplicates were turned "Off" .. but problem persisted w. hang at logo splash
screen ... all MS Office 2008 Apps ... Went back and deleted all the "Off"
fonts ... including "Lucida Grande" dupes, which required a Admin password.
... noticed that running apps now didn't have any text ... just funny icons

... Restarted and all MS Office apps now work fine ...


Don't know why ... but don't care!!

Probably a font cache that was cleared when you restarted.