Word 2000 needs to close - error with ms09.dll and more...

sel · Oct 20, 2004

Please help before I lose any more sleep - I've spent numerous hours every
day this week trying to research before posting here. I'm running Office
2000, sp3 under Win/XP PRO, sp1 (installed, then removed, sp2). Started
having problems with Word last week when saving a document and received,
"Microsoft Word for Windows has encountered a problem and needs to close.
Error signature:

AppName: winword.exe AppVer: 9.0.0.8216 ModName: mso9.dll
ModVer: 9.0.0.6926 Offset: 00020a2e"

By yesterday, I was able to create and save a document, as well as to edit
an existing document, but I must have corrupted something else, because now
I'm also getting the message, "The document path is not valid..." when I try
to open the document that I successfully created yesterday. (In this case, I
sent the document via email attachment to a friend, who also could not open
this document.)

Here's what I've done so far:

Uninstalled/reinstalled office, applied updates - no change, but you knew
that.
Disabled the Norton plug-in
Deleted and/or renamed Normal.dot
Deleted the Data key from registry
Deleted the Word Startup folder
Started via Run winword.exe /a

Nothing has worked consistently. Today, I'm back to not being able to save
a document at all via the "save as" command IF I save the document to a new
location. I can edit "many" of my existing word documents, and can save the
updates successfully, but within the same session of word, if I re-open that
same document, I'll get the ms09.dll error and word will close.

I know I've possibly described 2 separate problems (the mso9.dll and the
document path not valid), but am mentioning them both as they might trigger a
specific response and I do sense that they are related, since prior to last
week, I had no problems with Word.

I've already studied the often referred-to page from microsoft on "errors in
opening word" and I believe I followed all the advise given there. I'm
confident that it's not a corrupt normal.dot file, or data key (this would
have been resolved with the run.../a scenario). I have no add-ins that I
know of.

A separate, but possibly related issue is that I often get an error message
when I close Outlook, but to be honest, it hasn't affected my ability to
maintain my calendar and/or emails, and I've been too consumed with this Word
problem to worry about it. Just mentioning in case that, too, triggers a
solution.

Beth Melton · Oct 21, 2004

Based on your description I'm wondering if temp files are causing the
problem. If Word runs into a rogue temp file then many strange errors
can occur. Plus since you have been encountering so many crashes,
cleaning up your temp files wouldn't hurt and they are something I
would rule out first myself.

Delete all temp (*.tmp) files:
- Exit Word and Outlook if you are using it as your email editor and
reboot your computer if you recently experienced a crash
- Go to Start/Find/Files or Folders (or Start/Search then select Files
or Folders)
- Change "Look in" to reflect the drive/folder to the root of your
Local drive.
- In the Named text box, type *.tmp
- Click the "Find Now" command
- Delete the temp files you find.

*Note that these can be deleted directly from the Find Results.

To group the files for a single deletion:
- Click any file in the list
- Press <Ctrl A> to select all

Should you encounter a "File in use" error, press <Ctrl> and click the
file to deselect it.

As an additional note, the Owner file is another temporary files Word
creates. If you have been experiencing multiple crashes or if Word has
been hanging on you then it is best to search for Owner files
(~$*.do?) and delete those as well. These can cause "file in use" and
"read only" errors.

For more information on this and a full cleanup/maintenance procedure
that should be run periodically, see this article:
http://www.mvps.org/word/FAQs/AppErrors/LockedFiles.htm

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel · Oct 22, 2004

Thanks so much, Beth, but I had tried that previously, too. I think I've
read and followed all the advice that you have given to anyone with the
ms09.dll error in the past. Next idea? I'm open to any and all suggestions!
I'm also going to post here one of my error reports from Drwatson file, in
case that helps. Thanks again!

Application exception occurred:
App: C:\Program Files\Microsoft Office\Office\WINWORD.EXE (pid=1616)
When: 9/20/2004 @ 22:04:44.417
Exception number: c0000005 (access violation)

*----> System Information <----*
Computer Name: D3JJFF31
User Name: Susan
Terminal Session Id: 0
Number of Processors: 1
Processor Type: x86 Family 15 Model 2 Stepping 7
Windows Version: 5.1
Current Build: 2600
Service Pack: 1
Current Type: Uniprocessor Free
Registered Organization:
Registered Owner: Susan Lxxxxx
*----> Task List <----*
0 System Process
4 System
500 smss.exe
556 csrss.exe
580 winlogon.exe
624 services.exe
636 lsass.exe
788 svchost.exe
812 svchost.exe
984 svchost.exe
1008 svchost.exe
1140 Explorer.EXE
1260 spoolsv.exe
1348 Ati2evxx.exe
1364 cisvc.exe
1468 wdfmgr.exe
1572 Error 0xD0000022
1836 Apoint.exe
1880 atiptaxx.exe
1888 DSentry.exe
1896 Support.exe
1912 Error 0xD0000022
1964 quickset.exe
1980 Apntex.exe
2020 RoboTaskBarIcon.exe
452 anagram.exe
484 Startup.exe
856 HOTSYNC.EXE
924 sa-gui.exe
1068 saproxy.exe
640 wuauclt.exe
312 OUTLOOK.EXE
420 cidaemon.exe
1760 wisptis.exe
2800 IEXPLORE.EXE
1616 WINWORD.EXE
2796 drwtsn32.exe

*----> Module List <----*
(0000000001d20000 - 0000000001d3b000: C:\WINDOWS\System32\CSCDLL.dll
(0000000004970000 - 0000000004a83000: C:\Program Files\Apoint\Apoint.DLL
(0000000004a90000 - 0000000004a9f000: C:\WINDOWS\System32\Vxdif.dll
(0000000010000000 - 0000000010013000: C:\Program
Files\Dell\QuickSet\dadkeyb.dll
(0000000011000000 - 000000001119b000: C:\Program
Files\WordToys\WordToysLib.dll
(0000000027580000 - 0000000027685000: C:\WINDOWS\System32\mscomctl.ocx
(0000000028b70000 - 0000000028b87000: C:\Program Files\Microsoft
Office\Office\msohev.dll
(0000000030000000 - 0000000030871000: C:\Program Files\Microsoft
Office\Office\WINWORD.EXE
(00000000308c0000 - 0000000030e1d000: C:\Program Files\Microsoft
Office\Office\MSO9.DLL
(000000003f000000 - 000000003f015000: C:\Program Files\Common
Files\Microsoft Shared\Proof\MSSPELL3.DLL
(0000000050880000 - 0000000050a59000: C:\Program Files\Common
Files\Microsoft Shared\Proof\1033\MSGR2EN.DLL
(0000000055100000 - 00000000552df000: C:\WINDOWS\AppPatch\AcGenral.DLL
(000000005ad70000 - 000000005ada4000: C:\WINDOWS\System32\UxTheme.dll
(000000005cb70000 - 000000005cb95000: C:\WINDOWS\System32\ShimEng.dll
(000000005edd0000 - 000000005edea000: C:\WINDOWS\System32\olepro32.dll
(0000000060000000 - 000000006000a000: C:\Program
Files\Textual\anagram\KeyboardHook.dll
(0000000060040000 - 0000000060049000: C:\Program
Files\Textual\anagram\MessageHook.dll
(0000000065000000 - 0000000065264000:
C:\PROGRA~1\COMMON~1\MICROS~1\VBA\VBA6\VBE6.DLL
(0000000065300000 - 0000000065327000:
C:\PROGRA~1\COMMON~1\MICROS~1\VBA\VBA6\1033\VBE6INTL.DLL
(0000000066400000 - 0000000066465000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMDR58.DLL
(0000000066900000 - 0000000066a6a000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMUI58.DLL
(0000000067100000 - 0000000067110000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMCP58.DLL
(0000000070a70000 - 0000000070ad4000: C:\WINDOWS\system32\SHLWAPI.dll
(0000000071700000 - 0000000071849000: C:\WINDOWS\System32\shdocvw.dll
(0000000071950000 - 0000000071a34000:
C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-Controls_6595b64144ccf1df_6.0.2600.1515_x-ww_7bb98b8a\comctl32.dll
(0000000071c20000 - 0000000071c6e000: C:\WINDOWS\System32\NETAPI32.dll
(0000000073000000 - 0000000073023000: C:\WINDOWS\System32\WINSPOOL.DRV
(0000000073420000 - 0000000073573000: C:\WINDOWS\System32\MSVBVM60.DLL
(00000000735a0000 - 00000000735c4000: C:\WINDOWS\SYSTEM32\scrrun.dll
(0000000073b30000 - 0000000073b43000: C:\WINDOWS\System32\mscms.dll
(0000000074720000 - 0000000074764000: C:\WINDOWS\System32\msctf.dll
(0000000074e30000 - 0000000074e9a000: C:\WINDOWS\System32\riched20.dll
(0000000075a70000 - 0000000075b15000: C:\WINDOWS\system32\USERENV.dll
(0000000075e90000 - 0000000075f38000: C:\WINDOWS\System32\SXS.DLL
(0000000075f40000 - 0000000075f5f000: C:\WINDOWS\system32\appHelp.dll
(0000000076380000 - 0000000076385000: C:\WINDOWS\System32\MSIMG32.dll
(00000000763b0000 - 00000000763f5000: C:\WINDOWS\system32\comdlg32.dll
(0000000076400000 - 0000000076601000: C:\WINDOWS\System32\msi.dll
(0000000076620000 - 000000007666e000: C:\WINDOWS\System32\cscui.dll
(0000000076670000 - 0000000076757000: C:\WINDOWS\System32\SETUPAPI.dll
(0000000076780000 - 0000000076788000: C:\WINDOWS\System32\ShFolder.dll
(0000000076980000 - 0000000076987000: C:\WINDOWS\System32\LINKINFO.dll
(0000000076990000 - 00000000769b4000: C:\WINDOWS\System32\ntshrui.dll
(0000000076b20000 - 0000000076b35000: C:\WINDOWS\System32\ATL.DLL
(0000000076b40000 - 0000000076b6c000: C:\WINDOWS\System32\WINMM.dll
(0000000076f90000 - 0000000076fa0000: C:\WINDOWS\System32\Secur32.dll
(0000000077050000 - 0000000077115000: C:\WINDOWS\System32\COMRes.dll
(0000000077120000 - 00000000771ab000: C:\WINDOWS\system32\OLEAUT32.dll
(00000000771b0000 - 00000000772d4000: C:\WINDOWS\system32\ole32.dll
(0000000077340000 - 00000000773cb000: C:\WINDOWS\system32\comctl32.dll
(00000000773d0000 - 0000000077bca000: C:\WINDOWS\system32\SHELL32.dll
(0000000077be0000 - 0000000077bf4000: C:\WINDOWS\System32\MSACM32.dll
(0000000077c00000 - 0000000077c07000: C:\WINDOWS\system32\VERSION.dll
(0000000077c10000 - 0000000077c63000: C:\WINDOWS\system32\msvcrt.dll
(0000000077d40000 - 0000000077dcc000: C:\WINDOWS\system32\USER32.dll
(0000000077dd0000 - 0000000077e5d000: C:\WINDOWS\system32\ADVAPI32.dll
(0000000077e60000 - 0000000077f46000: C:\WINDOWS\system32\kernel32.dll
(0000000077f50000 - 0000000077ff7000: C:\WINDOWS\System32\ntdll.dll
(0000000078000000 - 0000000078087000: C:\WINDOWS\system32\RPCRT4.dll
(000000007c890000 - 000000007c911000: C:\WINDOWS\System32\CLBCATQ.DLL
(000000007e090000 - 000000007e0d1000: C:\WINDOWS\system32\GDI32.dll

*----> State Dump for Thread Id 0xd38 <----*

eax=0000000c ebx=01ce0000 ecx=0000e3f0 edx=0379facc esi=000003e8 edi=0379e3f0
eip=308e0a2e esp=0013c684 ebp=01ce16dc iopl=0 nv up ei pl nz na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00000206

*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\Program Files\Microsoft Office\Office\MSO9.DLL -
function: MSO9!_MsoPvFree
308e0a09 89442420 mov [esp+0x20],eax
308e0a0d 8d1438 lea edx,[eax+edi]
308e0a10 3bd1 cmp edx,ecx
308e0a12 0f84b0000000 je MSO9!_MsoPvFree+0x1d0 (308e0ac8)
308e0a18 668b03 mov ax,[ebx]
308e0a1b 8bcf mov ecx,edi
308e0a1d 81e1ffff0000 and ecx,0xffff
308e0a23 66894500 mov [ebp],ax
308e0a27 66897d02 mov [ebp+0x2],di
308e0a2b 66892b mov [ebx],bp
FAULT ->308e0a2e 66897c29fe mov [ecx+ebp-0x2],di
ds:0023:01cefaca=????
308e0a33 8b442418 mov eax,[esp+0x18]
308e0a37 5f pop edi
308e0a38 5e pop esi
308e0a39 5d pop ebp
308e0a3a 85c0 test eax,eax
308e0a3c 5b pop ebx
308e0a3d 0f8532010000 jne MSO9!_MsoPvFree+0x27d (308e0b75)
308e0a43 83c40c add esp,0xc
308e0a46 c20800 ret 0x8
308e0a49 680851d630 push 0x30d65108

*----> Stack Back Trace <----*
WARNING: Stack unwind information not available. Following frames may be
wrong.
ChildEBP RetAddr Args to Child
01ce16dc 00101728 00000024 0079004d 00440020 MSO9!_MsoPvFree+0x136
e3f0000c 00000000 00000000 00000000 00000000 0x101728

*----> Raw Stack Dump <----*
000000000013c684 01 00 00 00 9c f5 79 03 - e4 c6 13 00 ec e3 79 03
.......y.......y.
000000000013c694 dc 16 ce 01 00 00 15 00 - 01 00 00 00 f5 1e 8e 30
................0
000000000013c6a4 dc 16 00 00 f0 e3 79 03 - 72 f3 a6 30 e0 16 ce 01
.......y.r..0....
000000000013c6b4 08 00 00 00 9c f5 79 03 - 1e f3 a6 30 9c f5 79 03
.......y....0..y.
000000000013c6c4 4f 47 a6 30 00 00 00 00 - ec e3 79 03 17 46 a6 30
OG.0......y..F.0
000000000013c6d4 58 76 79 03 ec e3 79 03 - f4 57 a6 30 4c 6c 79 03
Xvy...y..W.0Lly.
000000000013c6e4 5c c8 13 00 43 18 a8 30 - 01 00 00 00 01 80 00 00
\...C..0........
000000000013c6f4 4c ef e7 77 00 00 00 00 - 7f 13 ff ff 00 00 ff ff
L..w............
000000000013c704 ff ff ff ff a3 e5 02 65 - 1b 00 00 00 c0 3a ea 01
........e.....:..
000000000013c714 23 00 ff ff d8 e9 ec 00 - d8 e9 ec 00 ff ff d8 e9
#...............
000000000013c724 ec 00 d8 e9 ec 00 ff ff - d8 e9 ec 00 d8 e9 ec 00
.................
000000000013c734 ff ff d8 e9 ec 00 d8 e9 - ec 00 ff ff 00 00 00 00
.................
000000000013c744 01 00 00 00 a8 ef 00 00 - 00 00 00 00 24 f4 12 40
.............$..@
000000000013c754 00 00 00 00 00 00 50 c3 - 0e 40 00 00 00 00 00 00
.......P..@......
000000000013c764 00 00 00 00 5c c8 13 00 - 4c 6c 79 03 ec e3 79 03
.....\...Lly...y.
000000000013c774 02 00 00 00 e4 c6 13 00 - 51 17 a8 30 68 fe 13 00
.........Q..0h...
000000000013c784 00 00 00 00 30 32 43 56 - 00 00 00 00 bc 99 2d 04
.....02CV......-.
000000000013c794 36 f0 8d 30 88 99 2d 04 - 13 06 8e 30 b8 c7 13 00
6..0..-....0....
000000000013c7a4 20 00 00 00 00 00 00 00 - 00 00 00 00 5c c8 13 00
............\...
000000000013c7b4 ec e3 79 03 00 00 00 00 - 00 00 00 00 e4 c6 13 00
...y.............

*----> State Dump for Thread Id 0x86c <----*

eax=780015dd ebx=00198448 ecx=77f57f98 edx=00000000 esi=00000000 edi=00000000
eip=7ffe0304 esp=01cafe28 ebp=01caff90 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000 efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 9c pushfd
7ffe0306 810c2400010000 or dword ptr [esp],0x100
7ffe030d 9d popfd
7ffe030e c3 ret
7ffe030f 8bd4 mov edx,esp
7ffe0311 0f05 syscall
7ffe0313 c3 ret
7ffe0314 9c pushfd
7ffe0315 810c2400010000 or dword ptr [esp],0x100
7ffe031c 9d popfd

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\System32\ntdll.dll -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\RPCRT4.dll -
WARNING: Stack unwind information not available. Following frames may be
wrong.
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\GDI32.dll -
ChildEBP RetAddr Args to Child
01cafe24 77f5c084 780016a4 0000023c 01caff80 *SharedUserSystemCall+0xc (FPO:
[0,0,0])
01caff90 78001601 780019d4 0017c288 77fa88f0
ntdll!NtReplyWaitReceivePortEx+0xc
00180c18 ffffffff 00000240 00000244 00000000 RPCRT4+0x1601
00000000 00000000 00000000 00000000 00000000 0xffffffff

*----> Raw Stack Dump <----*
0000000001cafe28 84 c0 f5 77 a4 16 00 78 - 3c 02 00 00 80 ff ca 01
....w...x<.......
0000000001cafe38 00 00 00 00 48 84 19 00 - 60 ff ca 01 00 00 00 00
.....H...`.......
0000000001cafe48 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
.................
0000000001cafe58 00 00 00 00 00 00 00 00 - 00 00 00 00 90 68 d6 81
..............h..
0000000001cafe68 0a 3c ff 81 00 00 00 00 - 00 00 00 00 90 68 d6 81
..<...........h..
0000000001cafe78 00 00 00 00 74 1b 20 f1 - 30 b1 4f 80 00 69 d6 81 ....t.
..0.O..i..
0000000001cafe88 02 3c ff 81 00 00 00 00 - 02 02 00 00 79 13 53 80
..<..........y.S.
0000000001cafe98 02 02 00 00 f7 43 4f 80 - 88 7f 22 82 88 7f 22 82
......CO..."...".
0000000001cafea8 b0 3c ff 81 8e a5 a1 f8 - ec 7f 22 82 00 00 00 00
..<........".....
0000000001cafeb8 00 00 00 00 e6 f0 61 f1 - e8 7f 22 82 00 00 00 00
.......a...".....
0000000001cafec8 a8 a3 fd 81 e1 54 3d f8 - b0 9d ba 81 88 7f 22 82
......T=.......".
0000000001cafed8 f0 54 3d f8 d8 a3 fd 81 - a8 a3 fd 81 00 00 00 00
..T=.............
0000000001cafee8 03 00 00 00 46 02 00 00 - 32 59 3d f8 fc 1b 20 f1
.....F...2Y=... .
0000000001cafef8 00 00 00 00 5d b0 84 f7 - dc 04 85 f7 20 61 85 f7
.....]....... a..
0000000001caff08 60 f7 fe 81 60 f7 fe 81 - 88 d7 b4 81 28 c4 e5 81
`...`.......(...
0000000001caff18 20 1c 20 f1 bc 01 b6 81 - 46 02 00 00 0f 52 4f 80 .
......F....RO.
0000000001caff28 8c 01 b6 81 20 00 b6 81 - 54 00 b6 81 69 6b 61 80 ....
....T...ika.
0000000001caff38 20 00 d8 81 20 00 b6 81 - 2f 16 00 78 60 ff ca 01 ...
..../..x`...
0000000001caff48 4a 16 00 78 f8 50 17 00 - 08 08 18 00 18 0c 18 00
J..x.P..........
0000000001caff58 00 a2 2f 4d ff ff ff ff - 00 5d 1e ee ff ff ff ff
.../M.....]......

*----> State Dump for Thread Id 0x360 <----*

eax=00000000 ebx=00000000 ecx=77e7a39c edx=00000000 esi=00000000 edi=0296ff80
eip=7ffe0304 esp=0296ff40 ebp=0296ff98 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000 efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 9c pushfd
7ffe0306 810c2400010000 or dword ptr [esp],0x100
7ffe030d 9d popfd
7ffe030e c3 ret
7ffe030f 8bd4 mov edx,esp
7ffe0311 0f05 syscall
7ffe0313 c3 ret
7ffe0314 9c pushfd
7ffe0315 810c2400010000 or dword ptr [esp],0x100
7ffe031c 9d popfd

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\kernel32.dll -
WARNING: Stack unwind information not available. Following frames may be
wrong.
ChildEBP RetAddr Args to Child
0296ff3c 77f5b7f4 77e7a37a 00000000 0296ff64 *SharedUserSystemCall+0xc (FPO:
[0,0,0])
0296ff98 77e61bf5 000000c8 00000000 6504ce7c ntdll!ZwDelayExecution+0xc
0296ffec 00000000 6504ce6c 00000000 00000000 kernel32!Sleep+0xb

*----> Raw Stack Dump <----*
000000000296ff40 f4 b7 f5 77 7a a3 e7 77 - 00 00 00 00 64 ff 96 02
....wz..w....d...
000000000296ff50 c8 00 00 00 ea 1b e6 77 - 00 00 00 00 00 00 00 00
........w........
000000000296ff60 64 ff 96 02 80 7b e1 ff - ff ff ff ff 14 00 00 00
d....{..........
000000000296ff70 01 00 00 00 00 00 00 00 - 00 00 00 00 10 00 00 00
.................
000000000296ff80 50 ff 96 02 88 d7 b4 00 - dc ff 96 02 09 48 e9 77
P............H.w
000000000296ff90 d0 3a e8 77 00 00 00 00 - ec ff 96 02 f5 1b e6 77
..:.w...........w
000000000296ffa0 c8 00 00 00 00 00 00 00 - 7c ce 04 65 c8 00 00 00
.........|..e....
000000000296ffb0 00 00 00 00 00 00 00 00 - 3b d3 e7 77 00 00 00 00
.........;..w....
000000000296ffc0 00 00 00 00 00 00 00 00 - 00 00 00 00 e0 9c 25 f1
...............%.
000000000296ffd0 00 b0 fd 7f c0 ff 96 02 - 07 00 00 00 ff ff ff ff
.................
000000000296ffe0 09 48 e9 77 b8 3d e8 77 - 00 00 00 00 00 00 00 00
..H.w.=.w........
000000000296fff0 00 00 00 00 6c ce 04 65 - 00 00 00 00 00 00 00 00
.....l..e........
0000000002970000 58 09 97 02 00 00 00 00 - 00 00 00 00 0d 00 00 00
X...............
0000000002970010 02 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
.................
0000000002970020 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
.................
0000000002970030 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
.................
0000000002970040 60 00 16 00 01 00 00 00 - 8c 00 97 02 00 00 00 00
`...............
0000000002970050 00 00 00 00 68 00 97 02 - 00 00 00 00 09 00 00 00
.....h...........
0000000002970060 00 00 00 00 00 00 00 00 - 04 00 00 00 a0 aa 1d 00
.................
0000000002970070 f8 ae 1d 00 10 01 00 00 - ff ff ff ff ff ff ff ff
.................

Beth Melton · Oct 23, 2004

Hi Sel,

Since you ruled out temp files as the cause then I'd say you are
encountering a little corruption in the Registry.

Exit Word and Outlook if using it as your email editor and in the
Registry navigate to:

HKEY_CURRENT_USER\Software\Microsoft\Office\9.0\Common\Open
Find\Microsoft Word\Settings\Save As

And either delete or rename the entire Save As key. Word will create a
new on upon starting.

As I noted previously, you can also use the Registry/Export Registry
file command, export your selected branch, and then delete it. That
way if you find the change wasn't necessary or incorrect, you can
merge the deleted branch back to the Registry by double-clicking the
resulting file.

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel said:
Thanks so much, Beth, but I had tried that previously, too. I think
I've
read and followed all the advice that you have given to anyone with
the
ms09.dll error in the past. Next idea? I'm open to any and all
suggestions!
I'm also going to post here one of my error reports from Drwatson
file, in
case that helps. Thanks again!

Application exception occurred:
App: C:\Program Files\Microsoft Office\Office\WINWORD.EXE
(pid=1616)
When: 9/20/2004 @ 22:04:44.417
Exception number: c0000005 (access violation)

*----> System Information <----*
Computer Name: D3JJFF31
User Name: Susan
Terminal Session Id: 0
Number of Processors: 1
Processor Type: x86 Family 15 Model 2 Stepping 7
Windows Version: 5.1
Current Build: 2600
Service Pack: 1
Current Type: Uniprocessor Free
Registered Organization:
Registered Owner: Susan Lxxxxx
*----> Task List <----*
0 System Process
4 System
500 smss.exe
556 csrss.exe
580 winlogon.exe
624 services.exe
636 lsass.exe
788 svchost.exe
812 svchost.exe
984 svchost.exe
1008 svchost.exe
1140 Explorer.EXE
1260 spoolsv.exe
1348 Ati2evxx.exe
1364 cisvc.exe
1468 wdfmgr.exe
1572 Error 0xD0000022
1836 Apoint.exe
1880 atiptaxx.exe
1888 DSentry.exe
1896 Support.exe
1912 Error 0xD0000022
1964 quickset.exe
1980 Apntex.exe
2020 RoboTaskBarIcon.exe
452 anagram.exe
484 Startup.exe
856 HOTSYNC.EXE
924 sa-gui.exe
1068 saproxy.exe
640 wuauclt.exe
312 OUTLOOK.EXE
420 cidaemon.exe
1760 wisptis.exe
2800 IEXPLORE.EXE
1616 WINWORD.EXE
2796 drwtsn32.exe

*----> Module List <----*
(0000000001d20000 - 0000000001d3b000: C:\WINDOWS\System32\CSCDLL.dll
(0000000004970000 - 0000000004a83000: C:\Program
Files\Apoint\Apoint.DLL
(0000000004a90000 - 0000000004a9f000: C:\WINDOWS\System32\Vxdif.dll
(0000000010000000 - 0000000010013000: C:\Program
Files\Dell\QuickSet\dadkeyb.dll
(0000000011000000 - 000000001119b000: C:\Program
Files\WordToys\WordToysLib.dll
(0000000027580000 - 0000000027685000:
C:\WINDOWS\System32\mscomctl.ocx
(0000000028b70000 - 0000000028b87000: C:\Program Files\Microsoft
Office\Office\msohev.dll
(0000000030000000 - 0000000030871000: C:\Program Files\Microsoft
Office\Office\WINWORD.EXE
(00000000308c0000 - 0000000030e1d000: C:\Program Files\Microsoft
Office\Office\MSO9.DLL
(000000003f000000 - 000000003f015000: C:\Program Files\Common
Files\Microsoft Shared\Proof\MSSPELL3.DLL
(0000000050880000 - 0000000050a59000: C:\Program Files\Common
Files\Microsoft Shared\Proof\1033\MSGR2EN.DLL
(0000000055100000 - 00000000552df000:
C:\WINDOWS\AppPatch\AcGenral.DLL
(000000005ad70000 - 000000005ada4000:
C:\WINDOWS\System32\UxTheme.dll
(000000005cb70000 - 000000005cb95000:
C:\WINDOWS\System32\ShimEng.dll
(000000005edd0000 - 000000005edea000:
C:\WINDOWS\System32\olepro32.dll
(0000000060000000 - 000000006000a000: C:\Program
Files\Textual\anagram\KeyboardHook.dll
(0000000060040000 - 0000000060049000: C:\Program
Files\Textual\anagram\MessageHook.dll
(0000000065000000 - 0000000065264000:
C:\PROGRA~1\COMMON~1\MICROS~1\VBA\VBA6\VBE6.DLL
(0000000065300000 - 0000000065327000:
C:\PROGRA~1\COMMON~1\MICROS~1\VBA\VBA6\1033\VBE6INTL.DLL
(0000000066400000 - 0000000066465000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMDR58.DLL
(0000000066900000 - 0000000066a6a000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMUI58.DLL
(0000000067100000 - 0000000067110000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMCP58.DLL
(0000000070a70000 - 0000000070ad4000:
C:\WINDOWS\system32\SHLWAPI.dll
(0000000071700000 - 0000000071849000:
C:\WINDOWS\System32\shdocvw.dll
(0000000071950000 - 0000000071a34000:
C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-Controls_6595b64144ccf1df_6.0.2600.1515_x-ww_7bb98b8a\comctl32.dll
(0000000071c20000 - 0000000071c6e000:
C:\WINDOWS\System32\NETAPI32.dll
(0000000073000000 - 0000000073023000:
C:\WINDOWS\System32\WINSPOOL.DRV
(0000000073420000 - 0000000073573000:
C:\WINDOWS\System32\MSVBVM60.DLL
(00000000735a0000 - 00000000735c4000: C:\WINDOWS\SYSTEM32\scrrun.dll
(0000000073b30000 - 0000000073b43000: C:\WINDOWS\System32\mscms.dll
(0000000074720000 - 0000000074764000: C:\WINDOWS\System32\msctf.dll
(0000000074e30000 - 0000000074e9a000:
C:\WINDOWS\System32\riched20.dll
(0000000075a70000 - 0000000075b15000:
C:\WINDOWS\system32\USERENV.dll
(0000000075e90000 - 0000000075f38000: C:\WINDOWS\System32\SXS.DLL
(0000000075f40000 - 0000000075f5f000:
C:\WINDOWS\system32\appHelp.dll
(0000000076380000 - 0000000076385000:
C:\WINDOWS\System32\MSIMG32.dll
(00000000763b0000 - 00000000763f5000:
C:\WINDOWS\system32\comdlg32.dll
(0000000076400000 - 0000000076601000: C:\WINDOWS\System32\msi.dll
(0000000076620000 - 000000007666e000: C:\WINDOWS\System32\cscui.dll
(0000000076670000 - 0000000076757000:
C:\WINDOWS\System32\SETUPAPI.dll
(0000000076780000 - 0000000076788000:
C:\WINDOWS\System32\ShFolder.dll
(0000000076980000 - 0000000076987000:
C:\WINDOWS\System32\LINKINFO.dll
(0000000076990000 - 00000000769b4000:
C:\WINDOWS\System32\ntshrui.dll
(0000000076b20000 - 0000000076b35000: C:\WINDOWS\System32\ATL.DLL
(0000000076b40000 - 0000000076b6c000: C:\WINDOWS\System32\WINMM.dll
(0000000076f90000 - 0000000076fa0000:
C:\WINDOWS\System32\Secur32.dll
(0000000077050000 - 0000000077115000: C:\WINDOWS\System32\COMRes.dll
(0000000077120000 - 00000000771ab000:
C:\WINDOWS\system32\OLEAUT32.dll
(00000000771b0000 - 00000000772d4000: C:\WINDOWS\system32\ole32.dll
(0000000077340000 - 00000000773cb000:
C:\WINDOWS\system32\comctl32.dll
(00000000773d0000 - 0000000077bca000:
C:\WINDOWS\system32\SHELL32.dll
(0000000077be0000 - 0000000077bf4000:
C:\WINDOWS\System32\MSACM32.dll
(0000000077c00000 - 0000000077c07000:
C:\WINDOWS\system32\VERSION.dll
(0000000077c10000 - 0000000077c63000: C:\WINDOWS\system32\msvcrt.dll
(0000000077d40000 - 0000000077dcc000: C:\WINDOWS\system32\USER32.dll
(0000000077dd0000 - 0000000077e5d000:
C:\WINDOWS\system32\ADVAPI32.dll
(0000000077e60000 - 0000000077f46000:
C:\WINDOWS\system32\kernel32.dll
(0000000077f50000 - 0000000077ff7000: C:\WINDOWS\System32\ntdll.dll
(0000000078000000 - 0000000078087000: C:\WINDOWS\system32\RPCRT4.dll
(000000007c890000 - 000000007c911000:
C:\WINDOWS\System32\CLBCATQ.DLL
(000000007e090000 - 000000007e0d1000: C:\WINDOWS\system32\GDI32.dll

*----> State Dump for Thread Id 0xd38 <----*

eax=0000000c ebx=01ce0000 ecx=0000e3f0 edx=0379facc esi=000003e8
edi=0379e3f0
eip=308e0a2e esp=0013c684 ebp=01ce16dc iopl=0 nv up ei pl nz
na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00000206

*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\Program Files\Microsoft Office\Office\MSO9.DLL -
function: MSO9!_MsoPvFree
308e0a09 89442420 mov [esp+0x20],eax
308e0a0d 8d1438 lea edx,[eax+edi]
308e0a10 3bd1 cmp edx,ecx
308e0a12 0f84b0000000 je MSO9!_MsoPvFree+0x1d0
(308e0ac8)
308e0a18 668b03 mov ax,[ebx]
308e0a1b 8bcf mov ecx,edi
308e0a1d 81e1ffff0000 and ecx,0xffff
308e0a23 66894500 mov [ebp],ax
308e0a27 66897d02 mov [ebp+0x2],di
308e0a2b 66892b mov [ebx],bp
FAULT ->308e0a2e 66897c29fe mov [ecx+ebp-0x2],di
ds:0023:01cefaca=????
308e0a33 8b442418 mov eax,[esp+0x18]
308e0a37 5f pop edi
308e0a38 5e pop esi
308e0a39 5d pop ebp
308e0a3a 85c0 test eax,eax
308e0a3c 5b pop ebx
308e0a3d 0f8532010000 jne MSO9!_MsoPvFree+0x27d
(308e0b75)
308e0a43 83c40c add esp,0xc
308e0a46 c20800 ret 0x8
308e0a49 680851d630 push 0x30d65108

*----> Stack Back Trace <----*
WARNING: Stack unwind information not available. Following frames
may be
wrong.
ChildEBP RetAddr Args to Child
01ce16dc 00101728 00000024 0079004d 00440020 MSO9!_MsoPvFree+0x136
e3f0000c 00000000 00000000 00000000 00000000 0x101728

*----> Raw Stack Dump <----*
000000000013c684 01 00 00 00 9c f5 79 03 - e4 c6 13 00 ec e3 79 03
......y.......y.
000000000013c694 dc 16 ce 01 00 00 15 00 - 01 00 00 00 f5 1e 8e 30
...............0
000000000013c6a4 dc 16 00 00 f0 e3 79 03 - 72 f3 a6 30 e0 16 ce 01
......y.r..0....
000000000013c6b4 08 00 00 00 9c f5 79 03 - 1e f3 a6 30 9c f5 79 03
......y....0..y.
000000000013c6c4 4f 47 a6 30 00 00 00 00 - ec e3 79 03 17 46 a6 30
OG.0......y..F.0
000000000013c6d4 58 76 79 03 ec e3 79 03 - f4 57 a6 30 4c 6c 79 03
Xvy...y..W.0Lly.
000000000013c6e4 5c c8 13 00 43 18 a8 30 - 01 00 00 00 01 80 00 00
\...C..0........
000000000013c6f4 4c ef e7 77 00 00 00 00 - 7f 13 ff ff 00 00 ff ff
L..w............
000000000013c704 ff ff ff ff a3 e5 02 65 - 1b 00 00 00 c0 3a ea 01
.......e.....:..
000000000013c714 23 00 ff ff d8 e9 ec 00 - d8 e9 ec 00 ff ff d8 e9
#...............
000000000013c724 ec 00 d8 e9 ec 00 ff ff - d8 e9 ec 00 d8 e9 ec 00
................
000000000013c734 ff ff d8 e9 ec 00 d8 e9 - ec 00 ff ff 00 00 00 00
................
000000000013c744 01 00 00 00 a8 ef 00 00 - 00 00 00 00 24 f4 12 40
............$..@
000000000013c754 00 00 00 00 00 00 50 c3 - 0e 40 00 00 00 00 00 00
......P..@......
000000000013c764 00 00 00 00 5c c8 13 00 - 4c 6c 79 03 ec e3 79 03
....\...Lly...y.
000000000013c774 02 00 00 00 e4 c6 13 00 - 51 17 a8 30 68 fe 13 00
........Q..0h...
000000000013c784 00 00 00 00 30 32 43 56 - 00 00 00 00 bc 99 2d 04
....02CV......-.
000000000013c794 36 f0 8d 30 88 99 2d 04 - 13 06 8e 30 b8 c7 13 00
6..0..-....0....
000000000013c7a4 20 00 00 00 00 00 00 00 - 00 00 00 00 5c c8 13 00
...........\...
000000000013c7b4 ec e3 79 03 00 00 00 00 - 00 00 00 00 e4 c6 13 00
..y.............

*----> State Dump for Thread Id 0x86c <----*

eax=780015dd ebx=00198448 ecx=77f57f98 edx=00000000 esi=00000000
edi=00000000
eip=7ffe0304 esp=01cafe28 ebp=01caff90 iopl=0 nv up ei pl nz
na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000
efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 9c pushfd
7ffe0306 810c2400010000 or dword ptr [esp],0x100
7ffe030d 9d popfd
7ffe030e c3 ret
7ffe030f 8bd4 mov edx,esp
7ffe0311 0f05 syscall
7ffe0313 c3 ret
7ffe0314 9c pushfd
7ffe0315 810c2400010000 or dword ptr [esp],0x100
7ffe031c 9d popfd

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\System32\ntdll.dll -
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\system32\RPCRT4.dll -
WARNING: Stack unwind information not available. Following frames
may be
wrong.
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\system32\GDI32.dll -
ChildEBP RetAddr Args to Child
01cafe24 77f5c084 780016a4 0000023c 01caff80
*SharedUserSystemCall+0xc (FPO:
[0,0,0])
01caff90 78001601 780019d4 0017c288 77fa88f0
ntdll!NtReplyWaitReceivePortEx+0xc
00180c18 ffffffff 00000240 00000244 00000000 RPCRT4+0x1601
00000000 00000000 00000000 00000000 00000000 0xffffffff

*----> Raw Stack Dump <----*
0000000001cafe28 84 c0 f5 77 a4 16 00 78 - 3c 02 00 00 80 ff ca 01
...w...x<.......
0000000001cafe38 00 00 00 00 48 84 19 00 - 60 ff ca 01 00 00 00 00
....H...`.......
0000000001cafe48 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000001cafe58 00 00 00 00 00 00 00 00 - 00 00 00 00 90 68 d6 81
.............h..
0000000001cafe68 0a 3c ff 81 00 00 00 00 - 00 00 00 00 90 68 d6 81
.<...........h..
0000000001cafe78 00 00 00 00 74 1b 20 f1 - 30 b1 4f 80 00 69 d6 81
....t.
.0.O..i..
0000000001cafe88 02 3c ff 81 00 00 00 00 - 02 02 00 00 79 13 53 80
.<..........y.S.
0000000001cafe98 02 02 00 00 f7 43 4f 80 - 88 7f 22 82 88 7f 22 82
.....CO..."...".
0000000001cafea8 b0 3c ff 81 8e a5 a1 f8 - ec 7f 22 82 00 00 00 00
.<........".....
0000000001cafeb8 00 00 00 00 e6 f0 61 f1 - e8 7f 22 82 00 00 00 00
......a...".....
0000000001cafec8 a8 a3 fd 81 e1 54 3d f8 - b0 9d ba 81 88 7f 22 82
.....T=.......".
0000000001cafed8 f0 54 3d f8 d8 a3 fd 81 - a8 a3 fd 81 00 00 00 00
.T=.............
0000000001cafee8 03 00 00 00 46 02 00 00 - 32 59 3d f8 fc 1b 20 f1
....F...2Y=... .
0000000001cafef8 00 00 00 00 5d b0 84 f7 - dc 04 85 f7 20 61 85 f7
....]....... a..
0000000001caff08 60 f7 fe 81 60 f7 fe 81 - 88 d7 b4 81 28 c4 e5 81
`...`.......(...
0000000001caff18 20 1c 20 f1 bc 01 b6 81 - 46 02 00 00 0f 52 4f 80
.
.....F....RO.
0000000001caff28 8c 01 b6 81 20 00 b6 81 - 54 00 b6 81 69 6b 61 80
....
...T...ika.
0000000001caff38 20 00 d8 81 20 00 b6 81 - 2f 16 00 78 60 ff ca 01
...
.../..x`...
0000000001caff48 4a 16 00 78 f8 50 17 00 - 08 08 18 00 18 0c 18 00
J..x.P..........
0000000001caff58 00 a2 2f 4d ff ff ff ff - 00 5d 1e ee ff ff ff ff
../M.....]......

*----> State Dump for Thread Id 0x360 <----*

eax=00000000 ebx=00000000 ecx=77e7a39c edx=00000000 esi=00000000
edi=0296ff80
eip=7ffe0304 esp=0296ff40 ebp=0296ff98 iopl=0 nv up ei pl nz
na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000
efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 9c pushfd
7ffe0306 810c2400010000 or dword ptr [esp],0x100
7ffe030d 9d popfd
7ffe030e c3 ret
7ffe030f 8bd4 mov edx,esp
7ffe0311 0f05 syscall
7ffe0313 c3 ret
7ffe0314 9c pushfd
7ffe0315 810c2400010000 or dword ptr [esp],0x100
7ffe031c 9d popfd

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\system32\kernel32.dll -
WARNING: Stack unwind information not available. Following frames
may be
wrong.
ChildEBP RetAddr Args to Child
0296ff3c 77f5b7f4 77e7a37a 00000000 0296ff64
*SharedUserSystemCall+0xc (FPO:
[0,0,0])
0296ff98 77e61bf5 000000c8 00000000 6504ce7c
ntdll!ZwDelayExecution+0xc
0296ffec 00000000 6504ce6c 00000000 00000000 kernel32!Sleep+0xb

*----> Raw Stack Dump <----*
000000000296ff40 f4 b7 f5 77 7a a3 e7 77 - 00 00 00 00 64 ff 96 02
...wz..w....d...
000000000296ff50 c8 00 00 00 ea 1b e6 77 - 00 00 00 00 00 00 00 00
.......w........
000000000296ff60 64 ff 96 02 80 7b e1 ff - ff ff ff ff 14 00 00 00
d....{..........
000000000296ff70 01 00 00 00 00 00 00 00 - 00 00 00 00 10 00 00 00
................
000000000296ff80 50 ff 96 02 88 d7 b4 00 - dc ff 96 02 09 48 e9 77
P............H.w
000000000296ff90 d0 3a e8 77 00 00 00 00 - ec ff 96 02 f5 1b e6 77
.:.w...........w
000000000296ffa0 c8 00 00 00 00 00 00 00 - 7c ce 04 65 c8 00 00 00
........|..e....
000000000296ffb0 00 00 00 00 00 00 00 00 - 3b d3 e7 77 00 00 00 00
........;..w....
000000000296ffc0 00 00 00 00 00 00 00 00 - 00 00 00 00 e0 9c 25 f1
..............%.
000000000296ffd0 00 b0 fd 7f c0 ff 96 02 - 07 00 00 00 ff ff ff ff
................
000000000296ffe0 09 48 e9 77 b8 3d e8 77 - 00 00 00 00 00 00 00 00
.H.w.=.w........
000000000296fff0 00 00 00 00 6c ce 04 65 - 00 00 00 00 00 00 00 00
....l..e........
0000000002970000 58 09 97 02 00 00 00 00 - 00 00 00 00 0d 00 00 00
X...............
0000000002970010 02 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000002970020 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000002970030 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000002970040 60 00 16 00 01 00 00 00 - 8c 00 97 02 00 00 00 00
`...............
0000000002970050 00 00 00 00 68 00 97 02 - 00 00 00 00 09 00 00 00
....h...........
0000000002970060 00 00 00 00 00 00 00 00 - 04 00 00 00 a0 aa 1d 00
................
0000000002970070 f8 ae 1d 00 10 01 00 00 - ff ff ff ff ff ff ff ff
................

Beth Melton said:

Based on your description I'm wondering if temp files are causing
the
problem. If Word runs into a rogue temp file then many strange
errors
can occur. Plus since you have been encountering so many crashes,
cleaning up your temp files wouldn't hurt and they are something I
would rule out first myself.

Delete all temp (*.tmp) files:
- Exit Word and Outlook if you are using it as your email editor
and
reboot your computer if you recently experienced a crash
- Go to Start/Find/Files or Folders (or Start/Search then select
Files
or Folders)
- Change "Look in" to reflect the drive/folder to the root of your
Local drive.
- In the Named text box, type *.tmp
- Click the "Find Now" command
- Delete the temp files you find.

*Note that these can be deleted directly from the Find Results.

To group the files for a single deletion:
- Click any file in the list
- Press <Ctrl A> to select all

Should you encounter a "File in use" error, press <Ctrl> and click
the
file to deselect it.

As an additional note, the Owner file is another temporary files
Word
creates. If you have been experiencing multiple crashes or if Word
has
been hanging on you then it is best to search for Owner files
(~$*.do?) and delete those as well. These can cause "file in use"
and
"read only" errors.

For more information on this and a full cleanup/maintenance
procedure
that should be run periodically, see this article:
http://www.mvps.org/word/FAQs/AppErrors/LockedFiles.htm

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

Click to expand...

sel · Oct 24, 2004

Thanks! I've made a bit of progress. I can open, edit, and save a
previously created word document successfully IF I open it from explorer.
However, if I launch word, then try to go to File, Open and try to open that
save document, I'll get the error posted in original thread. I've tried this
repeatedly with many files, including those created a year ago before problem
presented itself - so I've eliminated the possibility of a corrupted file.

I've also been able to successfully create and save a new document
successfully.

Interestingly, I could open an existing word document from explorer, then go
into File, Open from the word menu and open a different document with no
problem. The difference seems to be dependent on whether word is invoked
from the file explorer menu (OK), or whether it's launched independently -
from either the start menu, the quick launch, or "run winword.exe" (ERROR)
(so I know it's not an invalid shortcut).

next step?

Beth Melton said:
Hi Sel,

Since you ruled out temp files as the cause then I'd say you are
encountering a little corruption in the Registry.

Exit Word and Outlook if using it as your email editor and in the
Registry navigate to:

HKEY_CURRENT_USER\Software\Microsoft\Office\9.0\Common\Open
Find\Microsoft Word\Settings\Save As

And either delete or rename the entire Save As key. Word will create a
new on upon starting.

As I noted previously, you can also use the Registry/Export Registry
file command, export your selected branch, and then delete it. That
way if you find the change wasn't necessary or incorrect, you can
merge the deleted branch back to the Registry by double-clicking the
resulting file.

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel said:

Thanks so much, Beth, but I had tried that previously, too. I think
I've
read and followed all the advice that you have given to anyone with
the
ms09.dll error in the past. Next idea? I'm open to any and all
suggestions!
I'm also going to post here one of my error reports from Drwatson
file, in
case that helps. Thanks again!

Application exception occurred:
App: C:\Program Files\Microsoft Office\Office\WINWORD.EXE
(pid=1616)
When: 9/20/2004 @ 22:04:44.417
Exception number: c0000005 (access violation)

*----> System Information <----*
Computer Name: D3JJFF31
User Name: Susan
Terminal Session Id: 0
Number of Processors: 1
Processor Type: x86 Family 15 Model 2 Stepping 7
Windows Version: 5.1
Current Build: 2600
Service Pack: 1
Current Type: Uniprocessor Free
Registered Organization:
Registered Owner: Susan Lxxxxx
*----> Task List <----*
0 System Process
4 System
500 smss.exe
556 csrss.exe
580 winlogon.exe
624 services.exe
636 lsass.exe
788 svchost.exe
812 svchost.exe
984 svchost.exe
1008 svchost.exe
1140 Explorer.EXE
1260 spoolsv.exe
1348 Ati2evxx.exe
1364 cisvc.exe
1468 wdfmgr.exe
1572 Error 0xD0000022
1836 Apoint.exe
1880 atiptaxx.exe
1888 DSentry.exe
1896 Support.exe
1912 Error 0xD0000022
1964 quickset.exe
1980 Apntex.exe
2020 RoboTaskBarIcon.exe
452 anagram.exe
484 Startup.exe
856 HOTSYNC.EXE
924 sa-gui.exe
1068 saproxy.exe
640 wuauclt.exe
312 OUTLOOK.EXE
420 cidaemon.exe
1760 wisptis.exe
2800 IEXPLORE.EXE
1616 WINWORD.EXE
2796 drwtsn32.exe

*----> Module List <----*
(0000000001d20000 - 0000000001d3b000: C:\WINDOWS\System32\CSCDLL.dll
(0000000004970000 - 0000000004a83000: C:\Program
Files\Apoint\Apoint.DLL
(0000000004a90000 - 0000000004a9f000: C:\WINDOWS\System32\Vxdif.dll
(0000000010000000 - 0000000010013000: C:\Program
Files\Dell\QuickSet\dadkeyb.dll
(0000000011000000 - 000000001119b000: C:\Program
Files\WordToys\WordToysLib.dll
(0000000027580000 - 0000000027685000:
C:\WINDOWS\System32\mscomctl.ocx
(0000000028b70000 - 0000000028b87000: C:\Program Files\Microsoft
Office\Office\msohev.dll
(0000000030000000 - 0000000030871000: C:\Program Files\Microsoft
Office\Office\WINWORD.EXE
(00000000308c0000 - 0000000030e1d000: C:\Program Files\Microsoft
Office\Office\MSO9.DLL
(000000003f000000 - 000000003f015000: C:\Program Files\Common
Files\Microsoft Shared\Proof\MSSPELL3.DLL
(0000000050880000 - 0000000050a59000: C:\Program Files\Common
Files\Microsoft Shared\Proof\1033\MSGR2EN.DLL
(0000000055100000 - 00000000552df000:
C:\WINDOWS\AppPatch\AcGenral.DLL
(000000005ad70000 - 000000005ada4000:
C:\WINDOWS\System32\UxTheme.dll
(000000005cb70000 - 000000005cb95000:
C:\WINDOWS\System32\ShimEng.dll
(000000005edd0000 - 000000005edea000:
C:\WINDOWS\System32\olepro32.dll
(0000000060000000 - 000000006000a000: C:\Program
Files\Textual\anagram\KeyboardHook.dll
(0000000060040000 - 0000000060049000: C:\Program
Files\Textual\anagram\MessageHook.dll
(0000000065000000 - 0000000065264000:
C:\PROGRA~1\COMMON~1\MICROS~1\VBA\VBA6\VBE6.DLL
(0000000065300000 - 0000000065327000:
C:\PROGRA~1\COMMON~1\MICROS~1\VBA\VBA6\1033\VBE6INTL.DLL
(0000000066400000 - 0000000066465000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMDR58.DLL
(0000000066900000 - 0000000066a6a000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMUI58.DLL
(0000000067100000 - 0000000067110000:
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\CNMCP58.DLL
(0000000070a70000 - 0000000070ad4000:
C:\WINDOWS\system32\SHLWAPI.dll
(0000000071700000 - 0000000071849000:
C:\WINDOWS\System32\shdocvw.dll
(0000000071950000 - 0000000071a34000:
C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-Controls_6595b64144ccf1df_6.0.2600.1515_x-ww_7bb98b8a\comctl32.dll
(0000000071c20000 - 0000000071c6e000:
C:\WINDOWS\System32\NETAPI32.dll
(0000000073000000 - 0000000073023000:
C:\WINDOWS\System32\WINSPOOL.DRV
(0000000073420000 - 0000000073573000:
C:\WINDOWS\System32\MSVBVM60.DLL
(00000000735a0000 - 00000000735c4000: C:\WINDOWS\SYSTEM32\scrrun.dll
(0000000073b30000 - 0000000073b43000: C:\WINDOWS\System32\mscms.dll
(0000000074720000 - 0000000074764000: C:\WINDOWS\System32\msctf.dll
(0000000074e30000 - 0000000074e9a000:
C:\WINDOWS\System32\riched20.dll
(0000000075a70000 - 0000000075b15000:
C:\WINDOWS\system32\USERENV.dll
(0000000075e90000 - 0000000075f38000: C:\WINDOWS\System32\SXS.DLL
(0000000075f40000 - 0000000075f5f000:
C:\WINDOWS\system32\appHelp.dll
(0000000076380000 - 0000000076385000:
C:\WINDOWS\System32\MSIMG32.dll
(00000000763b0000 - 00000000763f5000:
C:\WINDOWS\system32\comdlg32.dll
(0000000076400000 - 0000000076601000: C:\WINDOWS\System32\msi.dll
(0000000076620000 - 000000007666e000: C:\WINDOWS\System32\cscui.dll
(0000000076670000 - 0000000076757000:
C:\WINDOWS\System32\SETUPAPI.dll
(0000000076780000 - 0000000076788000:
C:\WINDOWS\System32\ShFolder.dll
(0000000076980000 - 0000000076987000:
C:\WINDOWS\System32\LINKINFO.dll
(0000000076990000 - 00000000769b4000:
C:\WINDOWS\System32\ntshrui.dll
(0000000076b20000 - 0000000076b35000: C:\WINDOWS\System32\ATL.DLL
(0000000076b40000 - 0000000076b6c000: C:\WINDOWS\System32\WINMM.dll
(0000000076f90000 - 0000000076fa0000:
C:\WINDOWS\System32\Secur32.dll
(0000000077050000 - 0000000077115000: C:\WINDOWS\System32\COMRes.dll
(0000000077120000 - 00000000771ab000:
C:\WINDOWS\system32\OLEAUT32.dll
(00000000771b0000 - 00000000772d4000: C:\WINDOWS\system32\ole32.dll
(0000000077340000 - 00000000773cb000:
C:\WINDOWS\system32\comctl32.dll
(00000000773d0000 - 0000000077bca000:
C:\WINDOWS\system32\SHELL32.dll
(0000000077be0000 - 0000000077bf4000:
C:\WINDOWS\System32\MSACM32.dll
(0000000077c00000 - 0000000077c07000:
C:\WINDOWS\system32\VERSION.dll
(0000000077c10000 - 0000000077c63000: C:\WINDOWS\system32\msvcrt.dll
(0000000077d40000 - 0000000077dcc000: C:\WINDOWS\system32\USER32.dll
(0000000077dd0000 - 0000000077e5d000:
C:\WINDOWS\system32\ADVAPI32.dll
(0000000077e60000 - 0000000077f46000:
C:\WINDOWS\system32\kernel32.dll
(0000000077f50000 - 0000000077ff7000: C:\WINDOWS\System32\ntdll.dll
(0000000078000000 - 0000000078087000: C:\WINDOWS\system32\RPCRT4.dll
(000000007c890000 - 000000007c911000:
C:\WINDOWS\System32\CLBCATQ.DLL
(000000007e090000 - 000000007e0d1000: C:\WINDOWS\system32\GDI32.dll

*----> State Dump for Thread Id 0xd38 <----*

eax=0000000c ebx=01ce0000 ecx=0000e3f0 edx=0379facc esi=000003e8
edi=0379e3f0
eip=308e0a2e esp=0013c684 ebp=01ce16dc iopl=0 nv up ei pl nz
na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00000206

*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\Program Files\Microsoft Office\Office\MSO9.DLL -
function: MSO9!_MsoPvFree
308e0a09 89442420 mov [esp+0x20],eax
308e0a0d 8d1438 lea edx,[eax+edi]
308e0a10 3bd1 cmp edx,ecx
308e0a12 0f84b0000000 je MSO9!_MsoPvFree+0x1d0
(308e0ac8)
308e0a18 668b03 mov ax,[ebx]
308e0a1b 8bcf mov ecx,edi
308e0a1d 81e1ffff0000 and ecx,0xffff
308e0a23 66894500 mov [ebp],ax
308e0a27 66897d02 mov [ebp+0x2],di
308e0a2b 66892b mov [ebx],bp
FAULT ->308e0a2e 66897c29fe mov [ecx+ebp-0x2],di
ds:0023:01cefaca=????
308e0a33 8b442418 mov eax,[esp+0x18]
308e0a37 5f pop edi
308e0a38 5e pop esi
308e0a39 5d pop ebp
308e0a3a 85c0 test eax,eax
308e0a3c 5b pop ebx
308e0a3d 0f8532010000 jne MSO9!_MsoPvFree+0x27d
(308e0b75)
308e0a43 83c40c add esp,0xc
308e0a46 c20800 ret 0x8
308e0a49 680851d630 push 0x30d65108

*----> Stack Back Trace <----*
WARNING: Stack unwind information not available. Following frames
may be
wrong.
ChildEBP RetAddr Args to Child
01ce16dc 00101728 00000024 0079004d 00440020 MSO9!_MsoPvFree+0x136
e3f0000c 00000000 00000000 00000000 00000000 0x101728

*----> Raw Stack Dump <----*
000000000013c684 01 00 00 00 9c f5 79 03 - e4 c6 13 00 ec e3 79 03
......y.......y.
000000000013c694 dc 16 ce 01 00 00 15 00 - 01 00 00 00 f5 1e 8e 30
...............0
000000000013c6a4 dc 16 00 00 f0 e3 79 03 - 72 f3 a6 30 e0 16 ce 01
......y.r..0....
000000000013c6b4 08 00 00 00 9c f5 79 03 - 1e f3 a6 30 9c f5 79 03
......y....0..y.
000000000013c6c4 4f 47 a6 30 00 00 00 00 - ec e3 79 03 17 46 a6 30
OG.0......y..F.0
000000000013c6d4 58 76 79 03 ec e3 79 03 - f4 57 a6 30 4c 6c 79 03
Xvy...y..W.0Lly.
000000000013c6e4 5c c8 13 00 43 18 a8 30 - 01 00 00 00 01 80 00 00
\...C..0........
000000000013c6f4 4c ef e7 77 00 00 00 00 - 7f 13 ff ff 00 00 ff ff
L..w............
000000000013c704 ff ff ff ff a3 e5 02 65 - 1b 00 00 00 c0 3a ea 01
.......e.....:..
000000000013c714 23 00 ff ff d8 e9 ec 00 - d8 e9 ec 00 ff ff d8 e9
#...............
000000000013c724 ec 00 d8 e9 ec 00 ff ff - d8 e9 ec 00 d8 e9 ec 00
................
000000000013c734 ff ff d8 e9 ec 00 d8 e9 - ec 00 ff ff 00 00 00 00
................
000000000013c744 01 00 00 00 a8 ef 00 00 - 00 00 00 00 24 f4 12 40
............$..@
000000000013c754 00 00 00 00 00 00 50 c3 - 0e 40 00 00 00 00 00 00
......P..@......
000000000013c764 00 00 00 00 5c c8 13 00 - 4c 6c 79 03 ec e3 79 03
....\...Lly...y.
000000000013c774 02 00 00 00 e4 c6 13 00 - 51 17 a8 30 68 fe 13 00
........Q..0h...
000000000013c784 00 00 00 00 30 32 43 56 - 00 00 00 00 bc 99 2d 04
....02CV......-.
000000000013c794 36 f0 8d 30 88 99 2d 04 - 13 06 8e 30 b8 c7 13 00
6..0..-....0....
000000000013c7a4 20 00 00 00 00 00 00 00 - 00 00 00 00 5c c8 13 00
...........\...
000000000013c7b4 ec e3 79 03 00 00 00 00 - 00 00 00 00 e4 c6 13 00
..y.............

*----> State Dump for Thread Id 0x86c <----*

eax=780015dd ebx=00198448 ecx=77f57f98 edx=00000000 esi=00000000
edi=00000000
eip=7ffe0304 esp=01cafe28 ebp=01caff90 iopl=0 nv up ei pl nz
na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000
efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 9c pushfd
7ffe0306 810c2400010000 or dword ptr [esp],0x100
7ffe030d 9d popfd
7ffe030e c3 ret
7ffe030f 8bd4 mov edx,esp
7ffe0311 0f05 syscall
7ffe0313 c3 ret
7ffe0314 9c pushfd
7ffe0315 810c2400010000 or dword ptr [esp],0x100
7ffe031c 9d popfd

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\System32\ntdll.dll -
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\system32\RPCRT4.dll -
WARNING: Stack unwind information not available. Following frames
may be
wrong.
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\system32\GDI32.dll -
ChildEBP RetAddr Args to Child
01cafe24 77f5c084 780016a4 0000023c 01caff80
*SharedUserSystemCall+0xc (FPO:
[0,0,0])
01caff90 78001601 780019d4 0017c288 77fa88f0
ntdll!NtReplyWaitReceivePortEx+0xc
00180c18 ffffffff 00000240 00000244 00000000 RPCRT4+0x1601
00000000 00000000 00000000 00000000 00000000 0xffffffff

*----> Raw Stack Dump <----*
0000000001cafe28 84 c0 f5 77 a4 16 00 78 - 3c 02 00 00 80 ff ca 01
...w...x<.......
0000000001cafe38 00 00 00 00 48 84 19 00 - 60 ff ca 01 00 00 00 00
....H...`.......
0000000001cafe48 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000001cafe58 00 00 00 00 00 00 00 00 - 00 00 00 00 90 68 d6 81
.............h..
0000000001cafe68 0a 3c ff 81 00 00 00 00 - 00 00 00 00 90 68 d6 81
.<...........h..
0000000001cafe78 00 00 00 00 74 1b 20 f1 - 30 b1 4f 80 00 69 d6 81
....t.
.0.O..i..
0000000001cafe88 02 3c ff 81 00 00 00 00 - 02 02 00 00 79 13 53 80
.<..........y.S.
0000000001cafe98 02 02 00 00 f7 43 4f 80 - 88 7f 22 82 88 7f 22 82
.....CO..."...".
0000000001cafea8 b0 3c ff 81 8e a5 a1 f8 - ec 7f 22 82 00 00 00 00
.<........".....
0000000001cafeb8 00 00 00 00 e6 f0 61 f1 - e8 7f 22 82 00 00 00 00
......a...".....
0000000001cafec8 a8 a3 fd 81 e1 54 3d f8 - b0 9d ba 81 88 7f 22 82
.....T=.......".
0000000001cafed8 f0 54 3d f8 d8 a3 fd 81 - a8 a3 fd 81 00 00 00 00
.T=.............
0000000001cafee8 03 00 00 00 46 02 00 00 - 32 59 3d f8 fc 1b 20 f1
....F...2Y=... .
0000000001cafef8 00 00 00 00 5d b0 84 f7 - dc 04 85 f7 20 61 85 f7
....]....... a..
0000000001caff08 60 f7 fe 81 60 f7 fe 81 - 88 d7 b4 81 28 c4 e5 81
`...`.......(...
0000000001caff18 20 1c 20 f1 bc 01 b6 81 - 46 02 00 00 0f 52 4f 80
.
.....F....RO.
0000000001caff28 8c 01 b6 81 20 00 b6 81 - 54 00 b6 81 69 6b 61 80
....
...T...ika.
0000000001caff38 20 00 d8 81 20 00 b6 81 - 2f 16 00 78 60 ff ca 01
...
.../..x`...
0000000001caff48 4a 16 00 78 f8 50 17 00 - 08 08 18 00 18 0c 18 00
J..x.P..........
0000000001caff58 00 a2 2f 4d ff ff ff ff - 00 5d 1e ee ff ff ff ff
../M.....]......

*----> State Dump for Thread Id 0x360 <----*

eax=00000000 ebx=00000000 ecx=77e7a39c edx=00000000 esi=00000000
edi=0296ff80
eip=7ffe0304 esp=0296ff40 ebp=0296ff98 iopl=0 nv up ei pl nz
na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000
efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 9c pushfd
7ffe0306 810c2400010000 or dword ptr [esp],0x100
7ffe030d 9d popfd
7ffe030e c3 ret
7ffe030f 8bd4 mov edx,esp
7ffe0311 0f05 syscall
7ffe0313 c3 ret
7ffe0314 9c pushfd
7ffe0315 810c2400010000 or dword ptr [esp],0x100
7ffe031c 9d popfd

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export
symbols for
C:\WINDOWS\system32\kernel32.dll -
WARNING: Stack unwind information not available. Following frames
may be
wrong.
ChildEBP RetAddr Args to Child
0296ff3c 77f5b7f4 77e7a37a 00000000 0296ff64
*SharedUserSystemCall+0xc (FPO:
[0,0,0])
0296ff98 77e61bf5 000000c8 00000000 6504ce7c
ntdll!ZwDelayExecution+0xc
0296ffec 00000000 6504ce6c 00000000 00000000 kernel32!Sleep+0xb

*----> Raw Stack Dump <----*
000000000296ff40 f4 b7 f5 77 7a a3 e7 77 - 00 00 00 00 64 ff 96 02
...wz..w....d...
000000000296ff50 c8 00 00 00 ea 1b e6 77 - 00 00 00 00 00 00 00 00
.......w........
000000000296ff60 64 ff 96 02 80 7b e1 ff - ff ff ff ff 14 00 00 00
d....{..........
000000000296ff70 01 00 00 00 00 00 00 00 - 00 00 00 00 10 00 00 00
................
000000000296ff80 50 ff 96 02 88 d7 b4 00 - dc ff 96 02 09 48 e9 77
P............H.w
000000000296ff90 d0 3a e8 77 00 00 00 00 - ec ff 96 02 f5 1b e6 77
.:.w...........w
000000000296ffa0 c8 00 00 00 00 00 00 00 - 7c ce 04 65 c8 00 00 00
........|..e....
000000000296ffb0 00 00 00 00 00 00 00 00 - 3b d3 e7 77 00 00 00 00
........;..w....
000000000296ffc0 00 00 00 00 00 00 00 00 - 00 00 00 00 e0 9c 25 f1
..............%.
000000000296ffd0 00 b0 fd 7f c0 ff 96 02 - 07 00 00 00 ff ff ff ff
................
000000000296ffe0 09 48 e9 77 b8 3d e8 77 - 00 00 00 00 00 00 00 00
.H.w.=.w........
000000000296fff0 00 00 00 00 6c ce 04 65 - 00 00 00 00 00 00 00 00
....l..e........
0000000002970000 58 09 97 02 00 00 00 00 - 00 00 00 00 0d 00 00 00
X...............
0000000002970010 02 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000002970020 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000002970030 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
................
0000000002970040 60 00 16 00 01 00 00 00 - 8c 00 97 02 00 00 00 00
`...............
0000000002970050 00 00 00 00 68 00 97 02 - 00 00 00 00 09 00 00 00
....h...........
0000000002970060 00 00 00 00 00 00 00 00 - 04 00 00 00 a0 aa 1d 00
................
0000000002970070 f8 ae 1d 00 10 01 00 00 - ff ff ff ff ff ff ff ff
................

Beth Melton said:

Based on your description I'm wondering if temp files are causing
the
problem. If Word runs into a rogue temp file then many strange
errors
can occur. Plus since you have been encountering so many crashes,
cleaning up your temp files wouldn't hurt and they are something I
would rule out first myself.

Delete all temp (*.tmp) files:
- Exit Word and Outlook if you are using it as your email editor
and
reboot your computer if you recently experienced a crash
- Go to Start/Find/Files or Folders (or Start/Search then select
Files
or Folders)
- Change "Look in" to reflect the drive/folder to the root of your
Local drive.
- In the Named text box, type *.tmp
- Click the "Find Now" command
- Delete the temp files you find.

*Note that these can be deleted directly from the Find Results.

To group the files for a single deletion:
- Click any file in the list
- Press <Ctrl A> to select all

Should you encounter a "File in use" error, press <Ctrl> and click
the
file to deselect it.

As an additional note, the Owner file is another temporary files
Word
creates. If you have been experiencing multiple crashes or if Word
has
been hanging on you then it is best to search for Owner files
(~$*.do?) and delete those as well. These can cause "file in use"
and
"read only" errors.

For more information on this and a full cleanup/maintenance
procedure
that should be run periodically, see this article:
http://www.mvps.org/word/FAQs/AppErrors/LockedFiles.htm

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

Please help before I lose any more sleep - I've spent numerous
hours every
day this week trying to research before posting here. I'm
running
Office
2000, sp3 under Win/XP PRO, sp1 (installed, then removed, sp2).
Started
having problems with Word last week when saving a document and
received,
"Microsoft Word for Windows has encountered a problem and needs
to
close.
Error signature:

AppName: winword.exe AppVer: 9.0.0.8216 ModName: mso9.dll
ModVer: 9.0.0.6926 Offset: 00020a2e"

By yesterday, I was able to create and save a document, as well
as
to edit
an existing document, but I must have corrupted something else,
because now
I'm also getting the message, "The document path is not valid..."
when I try
to open the document that I successfully created yesterday. (In
this
case, I
sent the document via email attachment to a friend, who also
could
not open
this document.)

Here's what I've done so far:

Uninstalled/reinstalled office, applied updates - no change, but
you
knew
that.
Disabled the Norton plug-in
Deleted and/or renamed Normal.dot
Deleted the Data key from registry
Deleted the Word Startup folder
Started via Run winword.exe /a

Nothing has worked consistently. Today, I'm back to not being
able
to save
a document at all via the "save as" command IF I save the
document
to a new
location. I can edit "many" of my existing word documents, and
can
save the
updates successfully, but within the same session of word, if I
re-open that
same document, I'll get the ms09.dll error and word will close.

I know I've possibly described 2 separate problems (the mso9.dll
and
the
document path not valid), but am mentioning them both as they
might
trigger a
specific response and I do sense that they are related, since
prior
to last
week, I had no problems with Word.

I've already studied the often referred-to page from microsoft on
"errors in
opening word" and I believe I followed all the advise given
there.
I'm
confident that it's not a corrupt normal.dot file, or data key
(this
would
have been resolved with the run.../a scenario). I have no
add-ins
that I
know of.

A separate, but possibly related issue is that I often get an
error
message
when I close Outlook, but to be honest, it hasn't affected my
ability to
maintain my calendar and/or emails, and I've been too consumed
with
this Word
problem to worry about it. Just mentioning in case that, too,
triggers a
solution.

Click to expand...

Click to expand...

Beth Melton · Oct 24, 2004

If you don't encounter errors when you start Word from a document then
that usually indicates you have multiple Normal templates available to
Word. Did you try searching your entire drive for Normal.dot?

Note if you use Windows XP then you need to go to the Advanced search
options and make sure you are searching hidden and system files even
if you are already displaying hidden files in the Windows Explorer.

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel · Oct 24, 2004

No - I only have one normal.dot.

Just FYI, I had inherited this computer from someone else. I deleted their
user id via control panel and created my own - with admin priviledges. Would
it be possible that a file would be lurking around under the old id that I
couldn't see, even with the hidden and system files being searched.

Thank you so very much for staying with me on this! I truly appreciate all
of your suggestions. After reading your previous advice - I'm confident that
we'll resolve this somehow!

Beth Melton · Oct 25, 2004

Anything is possible. When you are logged on as the Admin, under
Documents and Settings are you able to see folders for the user you
previously deleted?

Also, I reviewed your crash log again and one item stuck out this
time: Word Toys. So far I haven't encountered problems with any of
Romke Soldaat's add-ins but it doesn't hurt to rule it out. Especially
since one of the utilities is "Double-Save".

It looks like the add-in also uses WordToysLib.dll which is a COM
add-in that doesn't display in the COM Add-ins utility since it is
installed per machine rather than per user. The COM Add-ins utility
will only show add-ins that are user specific.

Try uninstalling it and see the problem still occurs. Don't worry, you
can always install it again if you find it isn't the problem. However
if the problem does continue to occur I would wait until you find the
cause before reinstalling it.

I'm fairly certain we'll find the resolution too, provided you're
willing to stick it out.

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel · Oct 26, 2004

No - I can't find any folders for the deleted user, so I'll assume I'm OK
there.

I've deleted the wordtoys since my original installation - at least I think
I have. I've done a search on ALL of my *.dll files and don't find anything
beginning with wordt*. I've looked in the typical places (local
settings\application data) for any references to wordtoys, and can't find
anything, but if you have somewhere else to suggest, I'll look.

We're (see, you're now part of my "team") still at Square 1.

Beth Melton · Oct 26, 2004

Your error log indicated : C:\Program Files\WordToys\WordToysLib.dll
was running at the time of the crash.

Do you have this file? If found rename the file extension, rather than
the file name, to prevent it from loading. Then I'd restart your
computer and see if the error still occurs.

(So far <knock on wood> there hasn't been a Word application error we
haven't been able to resolve. Granted a few of them have taken several
months to nail down, but a resolution was found eventually. <grin>)

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel · Oct 28, 2004

Beth - I rechecked, and as I suspected, I had already deleted the wordtoys
since that log was generated. During my initial efforts to resolve my
problem, I tried deleting lots of things, including the entire office
installation. Here's my latest errors from log which might point out
something useful to you.

Application exception occurred:
App: C:\Program Files\Microsoft Office\Office\WINWORD.EXE (pid=3612)
When: 10/27/2004 @ 00:32:28.988
Exception number: c0000005 (access violation)

*----> System Information <----*
Computer Name: D3JJFF31
User Name: Susan
Terminal Session Id: 0
Number of Processors: 1
Processor Type: x86 Family 15 Model 2 Stepping 7
Windows Version: 5.1
Current Build: 2600
Service Pack: 1
Current Type: Uniprocessor Free
Registered Organization:
Registered Owner: Susan
*----> Task List <----*
0 System Process
4 Error 0xD0000022
956 Error 0xD0000022
1060 Error 0xD0000022
1084 Error 0xD0000022
1128 Error 0xD0000022
1140 Error 0xD0000022
1324 Error 0xD0000022
1524 Error 0xD0000022
1776 Error 0xD0000022
1836 Error 0xD0000022
412 Error 0xD0000022
544 Error 0xD0000022
556 Error 0xD0000022
640 Error 0xD0000022
668 Error 0xD0000022
688 Error 0xD0000022
736 Error 0xD0000022
812 Error 0xD0000022
884 Error 0xD0000022
1376 Error 0xD0000022
1392 Error 0xD0000022
1416 Error 0xD0000022
224 Error 0xD0000022
1552 Apoint.exe
1652 atiptaxx.exe
1664 DSentry.exe
1704 quickset.exe
1736 ccApp.exe
1196 Error 0xD0000022
1816 RoboTaskBarIcon.exe
1844 anagram.exe
2112 Apntex.exe
2764 Error 0xD0000022
252 explorer.exe
3080 YahooPOPs.exe
1612 ntvdm.exe
1520 Error 0xD0000022
3612 WINWORD.EXE
3872 drwtsn32.exe

*----> Module List <----*
(00000000015f0000 - 000000000160b000: C:\WINDOWS\System32\CSCDLL.dll
(0000000028b70000 - 0000000028b87000: C:\Program Files\Microsoft
Office\Office\msohev.dll
(0000000030000000 - 0000000030871000: C:\Program Files\Microsoft
Office\Office\WINWORD.EXE
(00000000308c0000 - 0000000030e1d000: C:\Program Files\Microsoft
Office\Office\MSO9.DLL
(000000004f510000 - 000000004fd21000: C:\WINDOWS\system32\SHELL32.dll
(0000000055100000 - 00000000552e0000: C:\WINDOWS\AppPatch\AcGenral.DLL
(000000005ad70000 - 000000005ada4000: C:\WINDOWS\System32\UxTheme.dll
(000000005cb70000 - 000000005cb95000: C:\WINDOWS\System32\ShimEng.dll
(0000000060040000 - 0000000060049000: C:\Program
Files\Textual\anagram\MessageHook.dll
(0000000070a70000 - 0000000070ad9000: C:\WINDOWS\system32\SHLWAPI.dll
(0000000071950000 - 0000000071a34000:
C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-Controls_6595b64144ccf1df_6.0.2600.1579_x-ww_7bbf8d08\comctl32.dll
(0000000071c20000 - 0000000071c6e000: C:\WINDOWS\System32\NETAPI32.dll
(0000000073000000 - 0000000073023000: C:\WINDOWS\System32\WINSPOOL.DRV
(0000000074720000 - 0000000074764000: C:\WINDOWS\System32\msctf.dll
(0000000074e30000 - 0000000074e9a000: C:\WINDOWS\System32\riched20.dll
(0000000075a70000 - 0000000075b15000: C:\WINDOWS\system32\USERENV.dll
(0000000075e90000 - 0000000075f3d000: C:\WINDOWS\System32\SXS.DLL
(0000000075f40000 - 0000000075f5f000: C:\WINDOWS\system32\appHelp.dll
(0000000076400000 - 0000000076601000: C:\WINDOWS\System32\msi.dll
(0000000076620000 - 000000007666e000: C:\WINDOWS\System32\cscui.dll
(0000000076670000 - 0000000076757000: C:\WINDOWS\System32\SETUPAPI.dll
(0000000076980000 - 0000000076987000: C:\WINDOWS\System32\LINKINFO.dll
(0000000076990000 - 00000000769b4000: C:\WINDOWS\System32\ntshrui.dll
(0000000076b20000 - 0000000076b35000: C:\WINDOWS\System32\ATL.DLL
(0000000076b40000 - 0000000076b6c000: C:\WINDOWS\System32\WINMM.dll
(0000000077050000 - 0000000077115000: C:\WINDOWS\System32\COMRes.dll
(0000000077120000 - 00000000771ab000: C:\WINDOWS\system32\OLEAUT32.dll
(00000000771b0000 - 00000000772d4000: C:\WINDOWS\system32\ole32.dll
(0000000077340000 - 00000000773cb000: C:\WINDOWS\system32\comctl32.dll
(0000000077be0000 - 0000000077bf4000: C:\WINDOWS\System32\MSACM32.dll
(0000000077c00000 - 0000000077c07000: C:\WINDOWS\system32\VERSION.dll
(0000000077c10000 - 0000000077c63000: C:\WINDOWS\system32\msvcrt.dll
(0000000077d40000 - 0000000077dcc000: C:\WINDOWS\system32\USER32.dll
(0000000077dd0000 - 0000000077e5d000: C:\WINDOWS\system32\ADVAPI32.dll
(0000000077e60000 - 0000000077f46000: C:\WINDOWS\system32\kernel32.dll
(0000000077f50000 - 0000000077ff7000: C:\WINDOWS\System32\ntdll.dll
(0000000078000000 - 0000000078087000: C:\WINDOWS\system32\RPCRT4.dll
(000000007c890000 - 000000007c911000: C:\WINDOWS\System32\CLBCATQ.DLL
(000000007f000000 - 000000007f041000: C:\WINDOWS\system32\GDI32.dll

*----> State Dump for Thread Id 0x9a0 <----*

eax=0000000c ebx=01500000 ecx=0000e054 edx=0041f4c8 esi=000003f5 edi=0041e054
eip=308e0a2e esp=0013c684 ebp=01501474 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00000202

*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\Program Files\Microsoft Office\Office\MSO9.DLL -
function: MSO9!_MsoPvFree
308e0a09 89442420 mov [esp+0x20],eax
308e0a0d 8d1438 lea edx,[eax+edi]
308e0a10 3bd1 cmp edx,ecx
308e0a12 0f84b0000000 je MSO9!_MsoPvFree+0x1d0 (308e0ac8)
308e0a18 668b03 mov ax,[ebx]
308e0a1b 8bcf mov ecx,edi
308e0a1d 81e1ffff0000 and ecx,0xffff
308e0a23 66894500 mov [ebp],ax
308e0a27 66897d02 mov [ebp+0x2],di
308e0a2b 66892b mov [ebx],bp
FAULT ->308e0a2e 66897c29fe mov [ecx+ebp-0x2],di
ds:0023:0150f4c6=????
308e0a33 8b442418 mov eax,[esp+0x18]
308e0a37 5f pop edi
308e0a38 5e pop esi
308e0a39 5d pop ebp
308e0a3a 85c0 test eax,eax
308e0a3c 5b pop ebx
308e0a3d 0f8532010000 jne MSO9!_MsoPvFree+0x27d (308e0b75)
308e0a43 83c40c add esp,0xc
308e0a46 c20800 ret 0x8
308e0a49 680851d630 push 0x30d65108

*----> Stack Back Trace <----*
WARNING: Stack unwind information not available. Following frames may be
wrong.
ChildEBP RetAddr Args to Child
01501474 001014c0 00000024 0079004d 00440020 MSO9!_MsoPvFree+0x136
e054000c 00000000 00000000 00000000 00000000 0x1014c0

*----> Raw Stack Dump <----*
000000000013c684 01 00 00 00 60 f1 41 00 - e4 c6 13 00 50 e0 41 00
.....`.A.....P.A.
000000000013c694 74 14 50 01 00 00 15 00 - 01 00 00 00 f5 1e 8e 30
t.P............0
000000000013c6a4 74 14 00 00 54 e0 41 00 - 72 f3 a6 30 78 14 50 01
t...T.A.r..0x.P.
000000000013c6b4 04 00 00 00 60 f1 41 00 - 1e f3 a6 30 60 f1 41 00
.....`.A....0`.A.
000000000013c6c4 4f 47 a6 30 05 00 00 00 - 50 e0 41 00 17 46 a6 30
OG.0....P.A..F.0
000000000013c6d4 8c ca 41 00 50 e0 41 00 - f4 57 a6 30 cc bf 41 00
...A.P.A..W.0..A.
000000000013c6e4 5c c8 13 00 43 18 a8 30 - 01 00 00 00 01 80 00 00
\...C..0........
000000000013c6f4 9f ee e7 77 41 00 00 00 - 7f 02 ff ff 00 00 ff ff
....wA...........
000000000013c704 ff ff ff ff 00 00 00 00 - 1b 00 00 00 00 44 d8 5a
..............D.Z
000000000013c714 23 00 ff ff 00 00 00 00 - 00 00 00 00 ff ff 00 00
#...............
000000000013c724 00 00 00 00 00 00 ff ff - 00 00 00 00 00 00 00 00
.................
000000000013c734 ff ff 00 00 00 00 00 00 - 00 00 ff ff 00 00 00 00
.................
000000000013c744 00 00 00 00 00 00 00 00 - 00 00 00 00 00 80 ff 3f
................?
000000000013c754 00 00 00 00 00 00 00 98 - 03 40 00 00 00 00 00 00
..........@......
000000000013c764 00 80 ff 3f 5c c8 13 00 - cc bf 41 00 50 e0 41 00
....?\.....A.P.A.
000000000013c774 1f 00 00 00 e4 c6 13 00 - 51 17 a8 30 68 fe 13 00
.........Q..0h...
000000000013c784 00 00 00 00 30 32 43 56 - 00 00 00 00 a0 b1 bd 00
.....02CV........
000000000013c794 36 f0 8d 30 6c b1 bd 00 - 13 06 8e 30 b8 c7 13 00
6..0l......0....
000000000013c7a4 20 00 00 00 00 00 00 00 - 00 00 00 00 5c c8 13 00
............\...
000000000013c7b4 50 e0 41 00 00 00 00 00 - 00 00 00 00 e4 c6 13 00
P.A.............

*----> State Dump for Thread Id 0x908 <----*

eax=780015dd ebx=001949c0 ecx=77f57f98 edx=00000000 esi=f17ffca0 edi=00000000
eip=7ffe0304 esp=00e3fe28 ebp=00e3ff90 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000 efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 8bd4 mov edx,esp
7ffe0307 0f05 syscall
7ffe0309 c3 ret
7ffe030a 8ac8 mov cl,al
7ffe030c ff1570464d80 call dword ptr [804d4670]
7ffe0312 8b4510 mov eax,[ebp+0x10]
7ffe0315 33c9 xor ecx,ecx
7ffe0317 663908 cmp [eax],cx
7ffe031a 894dfc mov [ebp-0x4],ecx
7ffe031d 0f84cc000000 je 7ffe03ef

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\System32\ntdll.dll -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\RPCRT4.dll -
WARNING: Stack unwind information not available. Following frames may be
wrong.
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\GDI32.dll -
ChildEBP RetAddr Args to Child
00e3fe24 77f5c084 780016a4 000001a4 00e3ff80 *SharedUserSystemCall+0xc (FPO:
[0,0,0])
00e3ff90 78001601 780019d4 00174740 77fa88f0
ntdll!NtReplyWaitReceivePortEx+0xc
0017c280 ffffffff 000001b4 000001b8 00000000 RPCRT4+0x1601
00000000 00000000 00000000 00000000 00000000 0xffffffff

*----> Raw Stack Dump <----*
0000000000e3fe28 84 c0 f5 77 a4 16 00 78 - a4 01 00 00 80 ff e3 00
....w...x........
0000000000e3fe38 00 00 00 00 c0 49 19 00 - 58 ff e3 00 d6 ca 58 80
......I..X.....X.
0000000000e3fe48 40 00 00 00 98 93 d4 82 - 00 c9 a7 e1 93 07 00 00
@...............
0000000000e3fe58 92 07 00 00 6c 58 fc 82 - a8 0d 5b 82 00 00 00 00
.....lX....[.....
0000000000e3fe68 e8 f7 5d 82 00 00 00 00 - 00 00 00 00 10 fa e1 82
...].............
0000000000e3fe78 05 00 00 00 00 4c 4f 80 - 00 00 00 00 00 00 00 00
......LO.........
0000000000e3fe88 a8 0d 5b 82 4f 11 58 80 - 05 00 00 00 05 00 00 00
...[.O.X.........
0000000000e3fe98 b8 9a 92 e2 68 5b 03 e1 - 02 00 00 00 fe ff f8 00
.....h[..........
0000000000e3fea8 a0 72 a7 e1 b8 9a 92 e2 - 5b 05 58 00 00 00 00 00
..r......[.X.....
0000000000e3feb8 00 00 00 00 5c 00 52 00 - ff ff ff ff 2c fc 7f f1
.....\.R.....,...
0000000000e3fec8 9e 0f 58 80 e9 02 00 00 - 34 00 00 c0 98 93 d4 82
...X.....4.......
0000000000e3fed8 48 04 01 e1 3c 94 d4 82 - d0 1c b1 82 bb 89 4e 80
H...<.........N.
0000000000e3fee8 04 fc 7f f1 04 00 00 00 - 00 00 00 00 d0 1c b1 82
.................
0000000000e3fef8 dc 41 ef 82 18 02 ea 82 - 10 00 f8 00 55 00 00 00
..A..........U...
0000000000e3ff08 ff 00 00 00 00 00 00 00 - 28 fc 7f f1 d8 88 4e 80
.........(.....N.
0000000000e3ff18 00 e0 46 82 bc 41 d8 82 - 46 02 00 00 2c cd 4e 80
...F..A..F...,.N.
0000000000e3ff28 8c 41 d8 82 20 40 d8 82 - 54 40 d8 82 ff ff ff ff .A..
@..T@......
0000000000e3ff38 55 00 00 00 c1 06 59 80 - 2f 16 00 78 60 ff e3 00
U.....Y./..x`...
0000000000e3ff48 4a 16 00 78 80 49 17 00 - b8 b9 17 00 80 c2 17 00
J..x.I..........
0000000000e3ff58 00 a2 2f 4d ff ff ff ff - 00 5d 1e ee ff ff ff ff
.../M.....]......

Application exception occurred:
App: C:\Program Files\Microsoft Office\Office\WINWORD.EXE (pid=108)
When: 10/27/2004 @ 01:53:35.947
Exception number: c0000005 (access violation)

*----> System Information <----*
Computer Name: D3JJFF31
User Name: Susan
Terminal Session Id: 0
Number of Processors: 1
Processor Type: x86 Family 15 Model 2 Stepping 7
Windows Version: 5.1
Current Build: 2600
Service Pack: 1
Current Type: Uniprocessor Free
Registered Organization:
Registered Owner: Susan

*----> Task List <----*
0 System Process
4 Error 0xD0000022
956 Error 0xD0000022
1060 Error 0xD0000022
1084 Error 0xD0000022
1128 Error 0xD0000022
1140 Error 0xD0000022
1324 Error 0xD0000022
1524 Error 0xD0000022
1776 Error 0xD0000022
1836 Error 0xD0000022
412 Error 0xD0000022
544 Error 0xD0000022
556 Error 0xD0000022
640 Error 0xD0000022
668 Error 0xD0000022
688 Error 0xD0000022
736 Error 0xD0000022
812 Error 0xD0000022
884 Error 0xD0000022
1376 Error 0xD0000022
1392 Error 0xD0000022
1416 Error 0xD0000022
224 Error 0xD0000022
1552 Apoint.exe
1652 atiptaxx.exe
1664 DSentry.exe
1704 quickset.exe
1736 ccApp.exe
1196 Error 0xD0000022
1816 RoboTaskBarIcon.exe
1844 anagram.exe
2112 Apntex.exe
2764 Error 0xD0000022
252 explorer.exe
3080 YahooPOPs.exe
1612 ntvdm.exe
3300 OUTLOOK.EXE
108 WINWORD.EXE
3180 WINWORD.EXE
876 drwtsn32.exe

*----> Module List <----*
(00000000015f0000 - 000000000160b000: C:\WINDOWS\System32\CSCDLL.dll
(0000000028b70000 - 0000000028b87000: C:\Program Files\Microsoft
Office\Office\msohev.dll
(0000000030000000 - 0000000030871000: C:\Program Files\Microsoft
Office\Office\WINWORD.EXE
(00000000308c0000 - 0000000030e1d000: C:\Program Files\Microsoft
Office\Office\MSO9.DLL
(000000004f510000 - 000000004fd21000: C:\WINDOWS\system32\SHELL32.dll
(0000000055100000 - 00000000552e0000: C:\WINDOWS\AppPatch\AcGenral.DLL
(000000005ad70000 - 000000005ada4000: C:\WINDOWS\System32\UxTheme.dll
(000000005cb70000 - 000000005cb95000: C:\WINDOWS\System32\ShimEng.dll
(0000000060040000 - 0000000060049000: C:\Program
Files\Textual\anagram\MessageHook.dll
(0000000070a70000 - 0000000070ad9000: C:\WINDOWS\system32\SHLWAPI.dll
(0000000071950000 - 0000000071a34000:
C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-Controls_6595b64144ccf1df_6.0.2600.1579_x-ww_7bbf8d08\comctl32.dll
(0000000071c20000 - 0000000071c6e000: C:\WINDOWS\System32\NETAPI32.dll
(0000000073000000 - 0000000073023000: C:\WINDOWS\System32\WINSPOOL.DRV
(0000000074720000 - 0000000074764000: C:\WINDOWS\System32\msctf.dll
(0000000074e30000 - 0000000074e9a000: C:\WINDOWS\System32\riched20.dll
(0000000075a70000 - 0000000075b15000: C:\WINDOWS\system32\USERENV.dll
(0000000075e90000 - 0000000075f3d000: C:\WINDOWS\System32\SXS.DLL
(0000000075f40000 - 0000000075f5f000: C:\WINDOWS\system32\appHelp.dll
(0000000076400000 - 0000000076601000: C:\WINDOWS\System32\msi.dll
(0000000076620000 - 000000007666e000: C:\WINDOWS\System32\cscui.dll
(0000000076670000 - 0000000076757000: C:\WINDOWS\System32\SETUPAPI.dll
(0000000076980000 - 0000000076987000: C:\WINDOWS\System32\LINKINFO.dll
(0000000076990000 - 00000000769b4000: C:\WINDOWS\System32\ntshrui.dll
(0000000076b20000 - 0000000076b35000: C:\WINDOWS\System32\ATL.DLL
(0000000076b40000 - 0000000076b6c000: C:\WINDOWS\System32\WINMM.dll
(0000000077050000 - 0000000077115000: C:\WINDOWS\System32\COMRes.dll
(0000000077120000 - 00000000771ab000: C:\WINDOWS\system32\OLEAUT32.dll
(00000000771b0000 - 00000000772d4000: C:\WINDOWS\system32\ole32.dll
(0000000077340000 - 00000000773cb000: C:\WINDOWS\system32\comctl32.dll
(0000000077be0000 - 0000000077bf4000: C:\WINDOWS\System32\MSACM32.dll
(0000000077c00000 - 0000000077c07000: C:\WINDOWS\system32\VERSION.dll
(0000000077c10000 - 0000000077c63000: C:\WINDOWS\system32\msvcrt.dll
(0000000077d40000 - 0000000077dcc000: C:\WINDOWS\system32\USER32.dll
(0000000077dd0000 - 0000000077e5d000: C:\WINDOWS\system32\ADVAPI32.dll
(0000000077e60000 - 0000000077f46000: C:\WINDOWS\system32\kernel32.dll
(0000000077f50000 - 0000000077ff7000: C:\WINDOWS\System32\ntdll.dll
(0000000078000000 - 0000000078087000: C:\WINDOWS\system32\RPCRT4.dll
(000000007c890000 - 000000007c911000: C:\WINDOWS\System32\CLBCATQ.DLL
(000000007f000000 - 000000007f041000: C:\WINDOWS\system32\GDI32.dll

*----> State Dump for Thread Id 0xc34 <----*

eax=0000000c ebx=01510000 ecx=0000e110 edx=0041f584 esi=000003f5 edi=0041e110
eip=308e0a2e esp=0013c684 ebp=01511474 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00000202

*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\Program Files\Microsoft Office\Office\MSO9.DLL -
function: MSO9!_MsoPvFree
308e0a09 89442420 mov [esp+0x20],eax
308e0a0d 8d1438 lea edx,[eax+edi]
308e0a10 3bd1 cmp edx,ecx
308e0a12 0f84b0000000 je MSO9!_MsoPvFree+0x1d0 (308e0ac8)
308e0a18 668b03 mov ax,[ebx]
308e0a1b 8bcf mov ecx,edi
308e0a1d 81e1ffff0000 and ecx,0xffff
308e0a23 66894500 mov [ebp],ax
308e0a27 66897d02 mov [ebp+0x2],di
308e0a2b 66892b mov [ebx],bp
FAULT ->308e0a2e 66897c29fe mov [ecx+ebp-0x2],di
ds:0023:0151f582=????
308e0a33 8b442418 mov eax,[esp+0x18]
308e0a37 5f pop edi
308e0a38 5e pop esi
308e0a39 5d pop ebp
308e0a3a 85c0 test eax,eax
308e0a3c 5b pop ebx
308e0a3d 0f8532010000 jne MSO9!_MsoPvFree+0x27d (308e0b75)
308e0a43 83c40c add esp,0xc
308e0a46 c20800 ret 0x8
308e0a49 680851d630 push 0x30d65108

*----> Stack Back Trace <----*
WARNING: Stack unwind information not available. Following frames may be
wrong.
ChildEBP RetAddr Args to Child
01511474 001014c0 00000024 0079004d 00440020 MSO9!_MsoPvFree+0x136
e110000c 00000000 00000000 00000000 00000000 0x1014c0

*----> Raw Stack Dump <----*
000000000013c684 01 00 00 00 1c f2 41 00 - e4 c6 13 00 0c e1 41 00
.......A.......A.
000000000013c694 74 14 51 01 00 00 15 00 - 01 00 00 00 f5 1e 8e 30
t.Q............0
000000000013c6a4 74 14 00 00 10 e1 41 00 - 72 f3 a6 30 78 14 51 01
t.....A.r..0x.Q.
000000000013c6b4 04 00 00 00 1c f2 41 00 - 1e f3 a6 30 1c f2 41 00
.......A....0..A.
000000000013c6c4 4f 47 a6 30 05 00 00 00 - 0c e1 41 00 17 46 a6 30
OG.0......A..F.0
000000000013c6d4 98 ca 41 00 0c e1 41 00 - f4 57 a6 30 d8 bf 41 00
...A...A..W.0..A.
000000000013c6e4 5c c8 13 00 43 18 a8 30 - 01 00 00 00 01 80 00 00
\...C..0........
000000000013c6f4 9f ee e7 77 41 00 00 00 - 7f 02 ff ff 00 00 ff ff
....wA...........
000000000013c704 ff ff ff ff 00 00 00 00 - ff bb 00 00 88 d6 da e1
.................
000000000013c714 84 e7 ff ff 9f 8b 98 bf - 60 07 99 bf ff ff 67 61
.........`.....ga
000000000013c724 83 bf 10 ec b0 f0 00 00 - 10 c8 67 bc 48 4e e9 e2
...........g.HN..
000000000013c734 43 00 72 00 6f 00 67 00 - 72 00 61 00 69 00 6c 00
C.r.o.g.r.a.i.l.
000000000013c744 65 00 73 00 5c 00 72 00 - 6f 00 73 00 6f 00 66 00
e.s.\.r.o.s.o.f.
000000000013c754 66 00 66 00 69 00 63 00 - 65 00 66 00 69 00 63 00
f.f.i.c.e.f.i.c.
000000000013c764 65 00 5c 00 5c c8 13 00 - d8 bf 41 00 0c e1 41 00
e.\.\.....A...A.
000000000013c774 1f 00 00 00 e4 c6 13 00 - 51 17 a8 30 68 fe 13 00
.........Q..0h...
000000000013c784 00 00 00 00 30 32 43 56 - 00 00 00 00 24 ad bd 00
.....02CV....$...
000000000013c794 36 f0 8d 30 f0 ac bd 00 - 13 06 8e 30 b8 c7 13 00
6..0.......0....
000000000013c7a4 20 00 00 00 00 00 00 00 - 00 00 00 00 5c c8 13 00
............\...
000000000013c7b4 0c e1 41 00 00 00 00 00 - 00 00 00 00 e4 c6 13 00
...A.............

*----> State Dump for Thread Id 0xe70 <----*

eax=780015dd ebx=00193d48 ecx=77f57f98 edx=00000000 esi=00000100 edi=00000000
eip=7ffe0304 esp=00e3fe28 ebp=00e3ff90 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000 efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 8bd4 mov edx,esp
7ffe0307 0f05 syscall
7ffe0309 c3 ret
7ffe030a 8ac8 mov cl,al
7ffe030c ff1570464d80 call dword ptr [804d4670]
7ffe0312 8b4510 mov eax,[ebp+0x10]
7ffe0315 33c9 xor ecx,ecx
7ffe0317 663908 cmp [eax],cx
7ffe031a 894dfc mov [ebp-0x4],ecx
7ffe031d 0f84cc000000 je 7ffe03ef

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\System32\ntdll.dll -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\RPCRT4.dll -
WARNING: Stack unwind information not available. Following frames may be
wrong.
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\GDI32.dll -
ChildEBP RetAddr Args to Child
00e3fe24 77f5c084 780016a4 000001a4 00e3ff80 *SharedUserSystemCall+0xc (FPO:
[0,0,0])
00e3ff90 78001601 780019d4 00174740 77fa88f0
ntdll!NtReplyWaitReceivePortEx+0xc
0017c280 ffffffff 000001b4 000001b8 00000000 RPCRT4+0x1601
00000000 00000000 00000000 00000000 00000000 0xffffffff

*----> Raw Stack Dump <----*
0000000000e3fe28 84 c0 f5 77 a4 16 00 78 - a4 01 00 00 80 ff e3 00
....w...x........
0000000000e3fe38 00 00 00 00 48 3d 19 00 - 60 ff e3 00 d6 ca 58 80
.....H=..`.....X.
0000000000e3fe48 40 00 00 00 30 e9 dc 82 - 10 34 03 e3 9f 08 00 00
@...0....4......
0000000000e3fe58 9e 08 00 00 6c 58 fc 82 - 78 f9 ad 82 01 00 00 00
.....lX..x.......
0000000000e3fe68 58 9e a5 82 00 00 00 00 - 00 00 00 00 c0 78 a6 82
X............x..
0000000000e3fe78 05 00 00 00 00 4c 4f 80 - 00 00 00 00 03 00 00 00
......LO.........
0000000000e3fe88 78 f9 ad 82 4f 11 58 80 - 05 00 00 00 05 00 00 00
x...O.X.........
0000000000e3fe98 d0 2d 04 e1 68 5b 03 e1 - 02 00 00 00 fe ff f8 00
..-..h[..........
0000000000e3fea8 48 aa f3 e1 d0 2d 04 e1 - 5b 05 58 00 00 00 00 00
H....-..[.X.....
0000000000e3feb8 00 00 00 00 5c 00 52 00 - ff ff ff ff 2c ec 56 f1
.....\.R.....,.V.
0000000000e3fec8 9e 0f 58 80 e9 02 00 00 - 34 00 00 c0 30 e9 dc 82
...X.....4...0...
0000000000e3fed8 48 04 01 e1 d4 e9 dc 82 - 08 10 5d 82 bb 89 4e 80
H.........]...N.
0000000000e3fee8 04 ec 56 f1 04 00 00 00 - 00 00 00 00 08 10 5d 82
...V...........].
0000000000e3fef8 dc 41 ef 82 30 3d ef 82 - 10 00 f8 00 55 00 00 00
..A..0=......U...
0000000000e3ff08 ff 00 00 00 00 00 00 00 - 28 ec 56 f1 d8 88 4e 80
.........(.V...N.
0000000000e3ff18 00 a0 38 82 44 78 4f 82 - 46 02 00 00 2c cd 4e 80
...8.DxO.F...,.N.
0000000000e3ff28 14 78 4f 82 a8 76 4f 82 - dc 76 4f 82 ff ff ff ff
..xO..vO..vO.....
0000000000e3ff38 55 00 00 00 c1 06 59 80 - 2f 16 00 78 60 ff e3 00
U.....Y./..x`...
0000000000e3ff48 4a 16 00 78 80 49 17 00 - b8 b9 17 00 80 c2 17 00
J..x.I..........
0000000000e3ff58 00 a2 2f 4d ff ff ff ff - 00 5d 1e ee ff ff ff ff
.../M.....]......

*----> State Dump for Thread Id 0x768 <----*

eax=00000000 ebx=00007530 ecx=00f3ffb0 edx=00000000 esi=00000000 edi=00f3ff60
eip=7ffe0304 esp=00f3ff20 ebp=00f3ff78 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000 efl=00000202

function: <nosymbols>
7ffe02f2 0000 add [eax],al
7ffe02f4 0000 add [eax],al
7ffe02f6 0000 add [eax],al
*SharedUserSystemCall:
7ffe02f8 0000 add [eax],al
7ffe02fa 0000 add [eax],al
7ffe02fc 0000 add [eax],al
7ffe02fe 0000 add [eax],al
7ffe0300 8bd4 mov edx,esp
7ffe0302 0f34 sysenter
7ffe0304 c3 ret
7ffe0305 8bd4 mov edx,esp
7ffe0307 0f05 syscall
7ffe0309 c3 ret
7ffe030a 8ac8 mov cl,al
7ffe030c ff1570464d80 call dword ptr [804d4670]
7ffe0312 8b4510 mov eax,[ebp+0x10]
7ffe0315 33c9 xor ecx,ecx
7ffe0317 663908 cmp [eax],cx
7ffe031a 894dfc mov [ebp-0x4],ecx
7ffe031d 0f84cc000000 je 7ffe03ef

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\WINDOWS\system32\kernel32.dll -
WARNING: Stack unwind information not available. Following frames may be
wrong.
ChildEBP RetAddr Args to Child
00f3ff1c 77f5b7f4 77e7a2cd 00000000 00f3ff44 *SharedUserSystemCall+0xc (FPO:
[0,0,0])
00f3ff78 77e61bf5 0000ea60 00000000 771c15f8 ntdll!ZwDelayExecution+0xc
00000000 00000000 00000000 00000000 00000000 kernel32!Sleep+0xb

*----> Raw Stack Dump <----*
0000000000f3ff20 f4 b7 f5 77 cd a2 e7 77 - 00 00 00 00 44 ff f3 00
....w...w....D...
0000000000f3ff30 f5 a4 e7 77 88 e1 2b 77 - 30 75 00 00 00 00 00 00
....w..+w0u......
0000000000f3ff40 44 ff f3 00 00 ba 3c dc - ff ff ff ff 14 00 00 00
D.....<.........
0000000000f3ff50 01 00 00 00 00 00 00 00 - 00 00 00 00 10 00 00 00
.................
0000000000f3ff60 30 ff f3 00 12 00 14 00 - dc ff f3 00 e5 b2 e9 77
0..............w
0000000000f3ff70 28 3a e8 77 00 00 00 00 - 00 00 00 00 f5 1b e6 77

.w...........w
0000000000f3ff80 60 ea 00 00 00 00 00 00 - f8 15 1c 77 60 ea 00 00
`..........w`...
0000000000f3ff90 78 3e 19 00 aa 7e 1e 77 - 00 00 00 00 00 00 1b 77
x>...~.w.......w
0000000000f3ffa0 78 3e 19 00 78 3e 19 00 - ec ff f3 00 09 7f 1e 77
x>..x>.........w
0000000000f3ffb0 78 01 15 00 78 01 15 00 - 8e d2 e7 77 78 3e 19 00
x...x......wx>..
0000000000f3ffc0 78 01 15 00 78 01 15 00 - 78 3e 19 00 e0 ec 55 f1
x...x...x>....U.
0000000000f3ffd0 00 c0 fd 7f c0 ff f3 00 - 07 00 00 00 ff ff ff ff
.................
0000000000f3ffe0 e5 b2 e9 77 70 a8 e8 77 - 00 00 00 00 00 00 00 00
....wp..w........
0000000000f3fff0 00 00 00 00 ef 7e 1e 77 - 78 3e 19 00 00 00 00 00
......~.wx>......
0000000000f40000 34 6f 40 76 00 80 f8 03 - 01 00 00 00 44 02 00 00
[email protected]...
0000000000f40010 74 96 8e 30 00 00 00 00 - 00 00 00 00 00 00 00 00
t..0............
0000000000f40020 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
.................
0000000000f40030 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00
.................
0000000000f40040 00 00 00 00 00 00 00 00 - 00 00 00 00 d8 1f b9 00
.................
0000000000f40050 40 9c 7b 30 35 00 40 00 - 04 00 08 00 00 01 00 00
@.{05.@.........

Beth Melton · Oct 29, 2004

Okay, I went back through this thread to see if there was something I
missed and I think I need some clarity on a few things.

1. The error message you originally encountered is not the same as the
error you are currently encountering. (observation only)
2. I need to pinpoint precisely when you are now encountering the
error. If you now encounter it when you use File/Open (instead of your
previous issue with Save As) then in the Registry navigate to

HKEY_CURRENT_USER\Software\Microsoft\Office\9.0\Common\Open
Find\Microsoft Word\Settings\Open

And either delete or rename the entire Open key. Word will create a
new on upon starting.

If the error still occurs:

- You indicated you dumped Office 2000. How did you do this? Did you
reinstall? Did you delete the Office folder and then reinstall? When
you reinstalled did you also reinstall the updates?
- . Your MSO9.DLL version number (6926 ) indicates you have Office
2000 SP3 installed. What is the version and modified date for both
MSO9.DLL and Winword.exe?

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel said:
Beth - I rechecked, and as I suspected, I had already deleted the
wordtoys
since that log was generated. During my initial efforts to resolve
my
problem, I tried deleting lots of things, including the entire
office
installation. Here's my latest errors from log which might point
out
something useful to you.

AppName: winword.exe AppVer: 9.0.0.8216 ModName: mso9.dll
ModVer: 9.0.0.6926 Offset: 00020a2e"

Application exception occurred:
App: C:\Program Files\Microsoft Office\Office\WINWORD.EXE
(pid=1616)
When: 9/20/2004 @ 22:04:44.417
Exception number: c0000005 (access violation)

sel · Oct 29, 2004

Beth, sorry for the apparent confusion. First off, the versions of my
installation are:

mso9.dll version 9.0.0.6926

winword.exe v. 9.0.8216

I immediately noticed that they're different - is this a problem? I've gone
to microsoft's office update site, and it indicates that I'm running at
latest version.

As for my removal, reinstallation, I simply used the option under
"add/remove programs" from control panel to uninstall office. I didn't do
anything else - didn't realize I should have. I then rebooted, and
reinstalled from my CD (Office 2K sp1), then applied updates at microsoft's
site.

Perhaps something will jump out from here. What's strange, is that Office
had been working fine on this computer for several weeks before this weird
activity started. I'm not exactly sure if the timing of the problems
completely coincided with my installing the win xp SP2 updates (I think it
did, but not really certain), which I've since removed.

I'd initially only noticed the problem when saving, but it also happens on
occassion when opening word. I can't seem to nail down what exactly causes
the problem, but here's a sample of my activity:

opened word document from explorer, modified document, then did "save as"
with new name, word bombed with the mso9.dll error message

then, (after word closed), successfully opened another document from
explorer, edited and closed word - responded "yes" to "save changes?"...
everything seems good. reopened the same document from explorer, tried to
save again, word bombs with same error message (ms09.dll).

If I launch word from start menu, I cannot successfully open anything from
the file...open menu. What's really interesting is that I just tried to open
a file from the list of most recently used files under the File menu after
launching Word from Start menu. File opens fine. I can edit and save with no
problem, but when I try to open the same file from the file, open, Word
closed with ms09.dll error. Hmmm...

I suppose that I will have different causes of the error, but related to the
same root problem depending on whether its the open or save as that causes
the crash. In both cases, though, the summary user message - "Word 200
needs to close..." that I get is the same, and the offset in ms09 error is
the same - a0a2e.

Beth Melton · Oct 30, 2004

Answers inline

Beth, sorry for the apparent confusion. First off, the versions of
my
installation are:

No need to apologize. It's not necessarily confusion - I needed a
recap and make sure I have all of the current details.

mso9.dll version 9.0.0.6926

winword.exe v. 9.0.8216

I immediately noticed that they're different - is this a problem?
I've gone
to microsoft's office update site, and it indicates that I'm running
at
latest version.

The version for MSO9.DLL and Winword.exe can be different. Version
6926 for MSO9.DLL indicates SP-3 is installed and 8216 for Winword.exe
indicates additional security updates were installed. (there have been
so many recently I've lost track.)

As for my removal, reinstallation, I simply used the option under
"add/remove programs" from control panel to uninstall office. I
didn't do
anything else - didn't realize I should have. I then rebooted, and
reinstalled from my CD (Office 2K sp1), then applied updates at
microsoft's
site.

The procedure you used was fine. Although when you uninstall/reinstall
several Office components/reg entries are left behind and are not
updated. Those include the two Registry keys I previously provided.
Did you try deleting/renaming the Registry keys so they would be
recreated?

In the past when I've encountered an MSO9.DLL error using the Save As
or Open dialog box it was due to corruption in the Registry keys.

In the Registry navigate to:

HKEY_CURRENT_USER\Software\Microsoft\Office\9.0\Common\Open
Find\Microsoft Word\Settings\Open
HKEY_CURRENT_USER\Software\Microsoft\Office\9.0\Common\Open
Find\Microsoft Word\Settings\Save As

And delete both keys.

If you are worried about editing the Registry then prior to making any
changes to the Registry you should review "Backing up the Registry"
and "Restoring the Registry" in the Registry Help.

Also, when it comes to deleting/renaming keys in the Office branch it
is 'self healing'. If Office finds missing information it will
recreate it using the installation defaults.

Perhaps something will jump out from here. What's strange, is that
Office
had been working fine on this computer for several weeks before this
weird
activity started. I'm not exactly sure if the timing of the
problems
completely coincided with my installing the win xp SP2 updates (I
think it
did, but not really certain), which I've since removed.

I'd initially only noticed the problem when saving, but it also
happens on
occasion when opening word. I can't seem to nail down what exactly
causes
the problem, but here's a sample of my activity:

opened word document from explorer, modified document, then did
"save as"
with new name, word bombed with the mso9.dll error message

then, (after word closed), successfully opened another document from
explorer, edited and closed word - responded "yes" to "save
changes?"...
everything seems good. reopened the same document from explorer,
tried to
save again, word bombs with same error message (ms09.dll).

If I launch word from start menu, I cannot successfully open
anything from
the file...open menu. What's really interesting is that I just
tried to open
a file from the list of most recently used files under the File menu
after
launching Word from Start menu. File opens fine. I can edit and
save with no
problem, but when I try to open the same file from the file, open,
Word
closed with ms09.dll error. Hmmm...

I suppose that I will have different causes of the error, but
related to the
same root problem depending on whether its the open or save as that
causes
the crash. In both cases, though, the summary user message - "Word
200
needs to close..." that I get is the same, and the offset in ms09
error is
the same - a0a2e.

Again, these scenarios indicate corruption in the Registry.
--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel · Nov 2, 2004

Deleted both registry keys, as you suggested. Just for good measure, I
rebooted. Still have the problem. To test, I launch word from start menu,
start typing in the blank document, then do file, save as. Word crashes.
Tried same thing again, without a reboot after deleting the 'save as" key
(open key was not yet recreated). Still had problems.

Next step?

PS On my future replies, should I remove the thread's previous posts which
follow?

Rich · Nov 2, 2004

Hi,

I've been readin your posts and I am having a similar problem. I can't do
an Insert Object of any ActiveX Servers. ActiveX controls are OK though.
For example, I can't insert an Excel spreadsheet or edit an existing embedded
Excel spreadsheet. In fact No program that is supposed to do OLE embedding
can do embedding anymore. IE WordPad, and office products, etc.

I think registry settings at the OS level have been corrupted.

I don't know if this is related but I thought maybe...

Rich

Beth Melton · Nov 2, 2004

I'm starting to run out of ideas other than aggressively removing all
traces of Office and reinstalling. Since the errors still occur when
you start Word using the /a switch it does indicate an installation
issue.

If you want to go that route I can provide you with the details.

Something I did think of early on, but wasn't able to duplicate the
error on my end, but it's worth a check:

- Locate Winword.exe
- Right-click the file and select Properties
- Select the Compatibility tab and see if any Compatibility options
have been set. If so remove them since Word 2000 runs fine under
Windows XP.

--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

sel · Nov 2, 2004

No compatibility option checked, but thanx for the idea. OK, guess the
removal/reinstall is the way to go. Please advise how to best do this and
which files I'll want to save.

Thanks for your help.

Beth Melton · Nov 3, 2004

Before uninstalling Office in the Registry navigate to this key:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall

- Select each GUID until you find your version of Office in the
Display Name on the right.
- Once found you can right-click the GUID and select Rename to copy it
and paste in a Word document or a text document. You'll need it later
for future reference.
- Uninstall Office
- Follow the steps in this article to completely remove Office 2000
components:
(It's a fairly lengthy procedure)
http://support.microsoft.com/kb/q219423/

Since you use Windows XP you won't be able to use the Eraser utility
described in the article to remove the Registry entries and that could
be a difficult task. I'm sure I may miss a couple entries but this
should be enough:
- Navigate to:
HKEY_CURRENT_USER\Software\Microsoft\Office\9.0
- Delete the entire 9.0 branch
- Navigate to:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\9.0
- Delete the entire 9.0 branch
- Select My Computer at the top
- Go to Edit/Find and search for every occurrence of the GUID you
previously copied and delete any remaining keys you find. These should
have been removed but it doesn't hurt to check.

As always, prior to making any changes to the Registry you should
review "Backing up the Registry" and "Restoring the Registry" in the
Registry Help.
--
Please post all follow-up questions to the newsgroup. Requests for
assistance by email can not be acknowledged.

~~~~~~~~~~~~~~~
Beth Melton
Microsoft Office MVP

Word FAQ: http://mvps.org/word
TechTrax eZine: http://mousetrax.com/techtrax/
MVP FAQ site: http://mvps.org/

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Word 2000 needs to close - error with ms09.dll and more...

sel

Beth Melton

sel

Beth Melton

sel

Beth Melton

sel

Beth Melton

sel

Beth Melton

sel

Beth Melton

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Beth Melton

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Rich

Beth Melton

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