Word 2003 crashes on W2K computers after Windows updates are appli

[CelesteNorm]

I have three Computers that I applied security updates to yesterday. All
three are W2K boxes. Now when I try to open a word doc the file is put in the
Disabled Items list as if word crashed, when in fact it did not. I have
confirmed that this is an isolated problem to only patched conmputers, as I
can open the docs on my other two W2K boxes that have not been patched and My
XP boxes can open them fine.

 

[CelesteNorm]

I belive this is permission related. If I log on with administrative
privlidges I can open files without any errors. The permissions on the files
themselves are OK. It seems that something in Office has changed.

 

[CelesteNorm]

Interesting, the users I have are on roaming profile. If I log my test user

 

[CelesteNorm]

As a last ditch effort I removed the Updates. That fixed it. Not good MS. Not
good.

 

[Ada Pan [MSFT]]

Hello,

According to your description, my understanding of this issue is: After
applying security updates on Windows 2000 computers, you cannot open a Word
document. However, the file can be opened it if you log on as an
administrator or a new created user account.
If I misunderstood your concern, please feel free to let me know.

I have performed much research on security updates issues but cannot find
any similar reports like the situation your side. Based on my experience,
this is may be a new problem of compatibility in Microsoft products, or
this issue may be caused by the conflicts with the security updates and
some specific applications.

To narrow down this issue, I would like to collect some information for
further troubleshooting. This may help us build a same environment on my
side and try to reproduce this problem. Thanks for your cooperation and
time.

1. What kind of the security updates have you applied, for Office 2003 or
for Windows 2000? Also, please tell us the KB numbers of the security
updates.

2. What kind of network on your side, such as which operating system is
installed on the server, Windows 2000 or 20003?

3. What is the exactly version installed on the Windows 2000 computers?

4. What kind of the new created user is? Is it also a member of Domain
admin group or a normal user account having the same privileges with the
previous one?

5. I am afraid that I cannot entirely understand the meaning of "the file
is put in the Disabled Items list as if word crashed ". Could you please
clarify it more clearly?

6. Does it prompt any error message when Word crashes?
I know that you have removed the security updates from the computers. If
you'd like to find the root cause of this issue, you might need to apply
the updates to reproduce this issue and take a screenshot of this scenario
and then we can have a clear idea of it.

6. Where is the file located, on a network folder or local folder? If it
is located in a network folder, I wonder if this issue recurs when you make
a copy of it to your local drive or move this file to another network
folder.

7. Does this issue occur when you open any Word document or only this
document in the folder? Also, I wonder if this issue occurs in Excel.

8. What kind of this Word document? Does it include any VBA code?

9. If possible (you have applied the updates again), please also try to
start Windows 2000 in safe mode (or safe mode with networking if the file
is located on a network folder) to check if this issue recurs.

Since there are many factors that can cause the problem, the whole
troubleshooting process may be time consuming. Your patience and time are
greatly appreciated!

We look forward to hearing from you.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
=====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
=====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.

 

[CelesteNorm]

Hello,

According to your description, my understanding of this issue is: After
applying security updates on Windows 2000 computers, you cannot open a Word
document. However, the file can be opened it if you log on as an
administrator or a new created user account.
If I misunderstood your concern, please feel free to let me know.

I have performed much research on security updates issues but cannot find
any similar reports like the situation your side. Based on my experience,
this is may be a new problem of compatibility in Microsoft products, or
this issue may be caused by the conflicts with the security updates and
some specific applications.

To narrow down this issue, I would like to collect some information for
further troubleshooting. This may help us build a same environment on my
side and try to reproduce this problem. Thanks for your cooperation and
time.

1. What kind of the security updates have you applied, for Office 2003 or
for Windows 2000? Also, please tell us the KB numbers of the security
updates.


2. What kind of network on your side, such as which operating system is
installed on the server, Windows 2000 or 20003?

3. What is the exactly version installed on the Windows 2000 computers?

4. What kind of the new created user is? Is it also a member of Domain
admin group or a normal user account having the same privileges with the
previous one?

5. I am afraid that I cannot entirely understand the meaning of "the file
is put in the Disabled Items list as if word crashed ". Could you please
clarify it more clearly?

6. Does it prompt any error message when Word crashes?
I know that you have removed the security updates from the computers. If
you'd like to find the root cause of this issue, you might need to apply
the updates to reproduce this issue and take a screenshot of this scenario
and then we can have a clear idea of it.

6. Where is the file located, on a network folder or local folder? If it
is located in a network folder, I wonder if this issue recurs when you make
a copy of it to your local drive or move this file to another network
folder.

7. Does this issue occur when you open any Word document or only this
document in the folder? Also, I wonder if this issue occurs in Excel.

8. What kind of this Word document? Does it include any VBA code?

9. If possible (you have applied the updates again), please also try to
start Windows 2000 in safe mode (or safe mode with networking if the file
is located on a network folder) to check if this issue recurs.

Since there are many factors that can cause the problem, the whole
troubleshooting process may be time consuming. Your patience and time are
greatly appreciated!

We look forward to hearing from you.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
=====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
=====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.

 

[CelesteNorm]

I have screen shots of the error's. It happens in Outlook and Excel when the
user tries to print. Please let me know where I can post the images at.

Norm

 

[Ada Pan [MSFT]]

Hello Norm,

I appreciate your reply for providing the detailed information.

Based on my research, I would suggest you try the following tests to narrow
down this issue.

#1 Start Word with /a switch
======================
a. Click Start and then click Run.
b. In the Run dialog box, type in "winword.exe /a" without quotation marks.
Please note, there is a space before /a.
c. Click OK to start Word with the /a switch.
d. Then check if this issue occurs.


#2 Start Word with /safe switch
=========================
a. Click Start and then click Run.
b. In the Run dialog box, type in "winword.exe /safe" without quotation
marks. Please note, there is a space before /a.
c. Click OK to start Word with the /safe switch.
d. Then check if this issue occurs.

For more information about the difference between the "/a" and "/safe",
please refer to the following article. It also applies to Word 2003.

Comparison of the "/a" and "/safe" troubleshooting switches in Word 2002
http://support.microsoft.com/?id=813589

#3 Start Windows in safe mode with networking
=====================================

a. Restart the computer.
b. Keep pressing the F8 key until the Windows Startup menu appears.
c. Choose Safe Mode with networking, and press Enter.
d. Start the computer in Safe Mode with networking and then test again.

In the meantime, please send me the event log on the client which
experiences this issue. To do it, please refer to the following steps:

1. Click Start, click programs, and then click Administrative Tools.
2. Double-click the Event Viewer snap -in, and then please save the log
files (Application, Security, System) in .evt format.

My email address is :< (e-mail address removed) >. Please directly send the
screenshot of the error message and event log to me. Thanks for your
cooperation.

I will do further research on this issue according the error message which
you will send me. Furthermore, I would like to confirm with you the
following information:

1. I know that when you print in Outlook and Excel, an error messages will
prompt. I wonder if it is as same as the one when you open Word documents.
At the same time, I wonder if there is any error message prompting when
you open an Excel workbook and Outlook.

2. Is there any error message when you start WordPad?

Please try the tests and update me with the result at your earliest
convenience.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
=====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
=====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.