Word 2003 crashes inserting picture from file

[mtq]

I have a user who seems to be having problems inserting pictures into word
2003 from a network location. The user selects the Picture from File from the
Insert menu, navigates to the network location and then Word crashes. The
following is in the event log

Event Type: Error
Event Source: Microsoft Office 11
Event Category: None
Event ID: 1000
Date: 14/09/2009
Time: 9:20:21 AM
User: N/A
Computer: xxxxxxxx
Description:
Faulting application winword.exe, version 11.0.8307.0, stamp 49ee835a,
faulting module ntdll.dll, version 5.1.2600.5755, stamp 49901d48, debug? 0,
fault address 0x0000e8d6.

For more information, see Help and Support Center at
http://go.microsoft.com/fwlink/events.asp.

To overcome the problem I move the folder that the user is trying to insert
the picture from to another location on the same server, I then move it back
again and it works fine, for a few months. The issue does not appear to be
user related, if I login as an administrative user then I get the same
problem on that machine.

Any ideas would be welcome.

Scott

 

[Jay Freedman]

I don't have a solution for you, but I want to point to two pieces of
evidence:

- The faulting module is ntdll.dll, which is part of Windows rather
than Word; Word is just trying to use something in ntdll.dll.

- Moving folder contents back and forth on the server also doesn't
have anything specific to do with Word.

These facts suggest to me that the problem is in that machine's
Windows installation or configuration, probably in the network setup
area.

What happens if you try to insert a Word document from that folder,
using Insert > File, instead of a picture?

--
Regards,
Jay Freedman
Microsoft Word MVP
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[mtq]

Thanks Jay, yes I do appreciate the fact that this is most likely going to be
configuration issue. The next time it happens I will try inserting a
different type of document.

One additional piece of information, I ran process monitor the last time it
happened and have just been going over the capture - I notice a Buffer
Overflow on a Registry Query to
HKCR\SystemFileAssociations\.xls\shellx\{BB2E617C-0920-11d-9A0B-00C04C2D6C1}\(Default) - I wonder whether it is related.

Scott.

 

[Jay Freedman]

I'd doubt that an access to the registry for the association of a .xls
(Excel spreadsheet) file is related to a problem with a picture file;
it would be more likely if the key being accessed was related to the
extension of the picture file. Still, the crash could be a side effect
of the buffer overflow -- but I'm not an expert on the ways Windows
can go wrong.