Winword.exe Error (HELP)

[Nectar Plaitis]

We have an application that automates Microsoft Word. We use .dot files (VBA) and have a WordBasic .WLL written in C++

I have a customer who gets Microsoft Word to fail a couple times a day

They say the message appears "at any time" while they are typing

The Message is
"Microsoft Word has encountered a problem and needs to close. We are sorry for the inconvenience.

Product Module Version Offse
Winword.exe Winword.exe 10.0.4524.0 00004c5

I asked the customer to upgrade to Office XP - SP3. an now they're getting

Product Module Version Offse
Winword.exe Winword.exe 10.0.6612.0 00004ce

They are using DELL OPTIPLEX SX260's (Windows XP) with the latest Intel video drivers

Is there anything else I can recommend to this customer?

 

[Steve Culhane [MS]]

Nectar,

As a Next Step I would try and get a dump from Word, and look at it with
WinDBG. To get the dump you'll probably want to use "AdPlus". Here's a
link where you can get Debugging tools for Windows, which will come with
the AdPlus script that you can use to get the Dump. I'm also including a
link to an article that goes over ADPlus in more detail as well.

Install Debugging Tools for Windows 32-bit Version
http://www.microsoft.com/whdc/ddk/debugging/installx86.mspx

You'll want to install the 32 Bit version.
Install 32-bit version 6.2.13.1 (July 18, 2003) 8.6 MB


HOW TO: Use ADPlus to Troubleshoot "Hangs" and "Crashes"
http://support.microsoft.com/?id=286350

If the problem is in the WLL you can use WinDBG to find where the error
occurred and see what you need to do to fix the problem. What you'll
probably want to do is have the customer run ADPlus, to capture the Dump.
Then have them zip it up and mail it to you. From there you can use WinDbg
to check the call stack and see if it was caused by a call from the Wll.

Here's a link to a page with KB Article on these debugging tools.

Microsoft Debugging Tools Knowledge Base Articles
http://www.microsoft.com/whdc/ddk/debugging/DBG-KB.mspx


Let me know if this helps.


Stephen Culhane, MCP
(e-mail address removed)
Microsoft Developer Support

This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Andre Da Costa]

See link:
http://word.mvps.org/FAQs/AppErrors/ProbsOpeningWord.htm

Andre Da Costa
Jamaica W.I.

We have an application that automates Microsoft Word. We use .dot files

(VBA) and have a WordBasic .WLL written in C++.

 

[RES/GS]

I had a similar problem. I originally had Office 97 installed, then
upgraded Word from Office 97 tp Word 2000. I also installed the partial
version of Office 2000 that was sold for awhile. I had repeated error
messages while running Word, including completely locking up and even losing
documents in progress.

After being instructed by Microsoft to uninstall Office 2000 files, I
thought I'd uninstalled all of them but Microsoft told me that I needed to
uninstall ALL 2000 files including many that were hidden. They connected me
with a specialist in Office 2000 who gave me the link to a website where I
could download an uninstallation program to completely get rid of 2000.

Once I got rid of all the old files the error messages stopped. I did
determine that it doesn't work well to upgrade a newer version of Word over
an older version. Instead, when I was still using Office 97, I would
uninstall Office 97 completely then I would re-install all of the program
except Word, then install Word 2000 separately. This worked fine for me. I
now have Office 2003 Professional and I got rid of all previous versions of
Office and Word before I installed. Wish I could say I have no problems,
but I do. However, they are brand new and I'm still trying to figure out
how to deal with them. Since I'm a home user and have no support except
from calls to Microsoft, I have to figure most of this stuff out on my own.
Amazingly, trial and error sometimes works quite well.

Good luck.
Geri

 

[Suzanne S. Barnhill]

FWIW, I've never had any problem installing a new version over an old one,
and this is the easiest (though not the only) way to preserve your settings
and customizations.