winword.exe application hang

[Miss Kitty via OfficeKB.com]

Hi All,
I'm the tech support person for a school district with about 750 computers.
About half were upgraded over the summer to Windows 2000 / XP with Office
2003. Lately, we've been seeing a lot of this happy fellow in our event
logs on some computers:
Event Type: Error
Event Source: Application Hang
Event Category: (101)
Event ID: 1002
Description:
Hanging application WINWORD.EXE, version 11.0.5604.0, hang module hungapp,
version 0.0.0.0, hang address 0x00000000.

I searched Google, the MSKB, and this forum for answers. I've seen that
many people have posted similar problems, but it seems like no one has
found a resolution, except in two cases:
1. eFax
2. Norton AV's officeav.dll plugin
Unfortunately, neither of these apply to my situation.

There are two groups of folks experiencing this problem:
Group A is in the Library (and a few scattered classrooms here and there),
and they have Works 2000 installed. Almost every computer that has Works
has this issue. And it most often occurs when they try to print.
Group B does not have Works, but they do run the school's student
management system software. They, however, have many other things in
common too since they are in the same office.

My first thought was to reinstall Word. This helps some in Group A, but
does not help Group B. My second thought was to reinstall Works. This
helped no one. Because of licensing issues, budgetary restrictions,
educational requirements, and other fun political stuff associated with
working in a public school system, Works needs to be on these computers.
Otherwise I'd pitch the whole thing and go with Access. Group B... well..
I have no idea what's up with that. The two main suspects are printer
drivers and the student management software. Both of which I can try to
reinstall, but neither of them can they live without.

So... does anyone have any good suggestions? Leads? If you've solved this
problem before, and it wasn't eFax or Norton, what was it?

1 tech versus 750 computers is a busy job, so any leads you fine folks can
give me would be wonderful. Thanks!!!

 

[TF]

First, uninstall the Works Suite Add-in which has to be done from Control
Panel, Add/Remove Programs. It is broken badly.

If the OS upgrade in the Summer triggered the problem, then I'd suspect a
driver issue. Make sure that you have the latest Graphics and Printer
drivers installed.

Another possibility maybe a third party add-in causing the problem: if you
start Word in Safe Mode and test it again successfully, then look for
add-ins or macros that have been installed by third party software. This is
quite a likely cause if when you upgraded Office, you didn't upgrade other
utilities that place add-ins or custom macros into Office.

Finally, have you installed all patches and updates for Office and Windows?




: Hi All,
: I'm the tech support person for a school district with about 750
computers.
: About half were upgraded over the summer to Windows 2000 / XP with Office
: 2003. Lately, we've been seeing a lot of this happy fellow in our event
: logs on some computers:
: Event Type: Error
: Event Source: Application Hang
: Event Category: (101)
: Event ID: 1002
: Description:
: Hanging application WINWORD.EXE, version 11.0.5604.0, hang module hungapp,
: version 0.0.0.0, hang address 0x00000000.
:
: I searched Google, the MSKB, and this forum for answers. I've seen that
: many people have posted similar problems, but it seems like no one has
: found a resolution, except in two cases:
: 1. eFax
: 2. Norton AV's officeav.dll plugin
: Unfortunately, neither of these apply to my situation.
:
: There are two groups of folks experiencing this problem:
: Group A is in the Library (and a few scattered classrooms here and there),
: and they have Works 2000 installed. Almost every computer that has Works
: has this issue. And it most often occurs when they try to print.
: Group B does not have Works, but they do run the school's student
: management system software. They, however, have many other things in
: common too since they are in the same office.
:
: My first thought was to reinstall Word. This helps some in Group A, but
: does not help Group B. My second thought was to reinstall Works. This
: helped no one. Because of licensing issues, budgetary restrictions,
: educational requirements, and other fun political stuff associated with
: working in a public school system, Works needs to be on these computers.
: Otherwise I'd pitch the whole thing and go with Access. Group B... well..
: I have no idea what's up with that. The two main suspects are printer
: drivers and the student management software. Both of which I can try to
: reinstall, but neither of them can they live without.
:
: So... does anyone have any good suggestions? Leads? If you've solved
this
: problem before, and it wasn't eFax or Norton, what was it?
:
: 1 tech versus 750 computers is a busy job, so any leads you fine folks can
: give me would be wonderful. Thanks!!!
:
: --
:

 

[Miss Kitty via OfficeKB.com]

Those are good ideas, thanks! The XP/Office03 combination were upgraded
together over the summer; before that all computers were using Win98 &
Office 97.

I have tried applying all of the latest patches to Office, and the only
plugin that I can think of that has been installed is Avery labels.
However, all computers have Avery, but the ones that either don't have
Works or aren't in that one office don't have this issue. So I don't think
it's that, but I'll check to see if some other program has snuck in a
plugin that I'm not aware of.

Again, thanks for the help and I'll post back with the results later.

 

[Miss Kitty via OfficeKB.com]

Well, the problem has actually gotten worse. Now Word will crash almost
immediately after opening on the Group A computers. There is no change
with Group B.

I took the four rows of Group A computers, and tried a different thing on
each row so that if something worked, I would know what it was.
Unfortunately, nothing worked. I think with the Group A computers, it's a
lost cause..

 

[TF]

This is sounding pretty much as though it could be a network printer
problem. See http://word.mvps.org/FAQs/AppErrors/ProbsOpeningWord.htm for
more information on opening problems including printer problems.



: Well, the problem has actually gotten worse. Now Word will crash almost
: immediately after opening on the Group A computers. There is no change
: with Group B.
:
: I took the four rows of Group A computers, and tried a different thing on
: each row so that if something worked, I would know what it was.
: Unfortunately, nothing worked. I think with the Group A computers, it's a
: lost cause..
:
: --
: