Word 2003 crashes with Word XP doc with picture embedded

[Jeremy P]

my company has hundreds of forms that have our company logo at the
top.


Here's the problem and steps to recreate:

1) Open the word doc that was created in Word XP (and has an embedded
pic)

2) Click FILE-->SAVE AS...

3) enter the new file name and hit enter

4) Word is now working in the newly created file

5) click the PRINT button. Word crashes at this point.

Notes:
This only seems to occur when a user does a 'SAVE AS...' of a Word XP
..doc that has a picture in it. If a Word XP .doc is opened and a
"SAVE AS" is not done, it prints fine. Also, if a user does do a
"SAVE AS" and then closes the .doc and reopens it, it will then print
fine.

This only seems to happen with docs created in XP. I've tested with
Word 6, 8 and 9 and it works fine.

I've installed the Office 2003 update (828041) and the problem still
occurs.

Does anyone else have this problem? Is there a patch out there to fix
it that I haven't found....

Thanks
Jeremy

 

[Beth Melton]

Hi Jeremy,

What type of picture? If you can email me a zipped example document
I'll see if I can reproduce the issue.

Please email me directly and do not post the attachment to the
newsgroup.

Remove "NoSpam4Me" for a correct email address.

--
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/

 

[tippy]

Just curious, what did you name the file in the "save as?" Sometimes
users use special characters and periods in the file name that may
confuse applications.

Hi Jeremy,

What type of picture? If you can email me a zipped example document
I'll see if I can reproduce the issue.

Please email me directly and do not post the attachment to the
newsgroup.

Remove "NoSpam4Me" for a correct email address.

_____________

Tippy

 

[Jeremy P]

not using any special characters, just standard text only names



Just curious, what did you name the file in the "save as?" Sometimes
users use special characters and periods in the file name that may
confuse applications.

Hi Jeremy,

What type of picture? If you can email me a zipped example document
I'll see if I can reproduce the issue.

Please email me directly and do not post the attachment to the
newsgroup.

Remove "NoSpam4Me" for a correct email address.

_____________

Tippy

 

[Jeremy P]

I'm sending you soome examples now


Hi Jeremy,

What type of picture? If you can email me a zipped example document
I'll see if I can reproduce the issue.

Please email me directly and do not post the attachment to the
newsgroup.

Remove "NoSpam4Me" for a correct email address.

--
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/

 

[Bill Cuff]

We are experiencing the same problem here when trying to
print or close Word 2003 after performing a Save As on
documents that contain some of our company images. The
problem just seems to be on our Windows XP machines. We
have found the following workaround:

Click on all the images within the document before
performing the Save As. I have no idea why this works but
it does. We've applied the critical update as well but it
didn't resolve the issue. Since we have approximately 400
people using these documents I'm hoping that someone
comes up with a better resolution than our current "click
on the image" fix.

 

[Beth Melton]

Hi Jeremy,

Thanks for the sample files.

Unfortunately I could not reproduce the error you encountered. I tried
several printers, using the Print command on the toolbar and
File\Print, but each time the documents printed and Word did not
crash.

Here are a few things to try:

- First start Word using the /a switch and see if the error occurs. Go
to Start/Run and run:

Winword /a

Note the space before the forward slash.

If the error doesn't occur then changes are you have an add-in
intercepting the built-in Print commands. Take a look under
Tools/Templates and Add-ins and see if there are any global
templates/add-ins listed. If any are found locate the files and move
them out of the folder to prevent them from loading when Word starts.

Global templates/add-ins will be located in either your Word Startup
folder or Office\Startup folder. The location of the Word Startup
folder can be found under Tools/Options/File Locations. The
Office\Startup folder is located in the Office installation path.

- Obtain an updated printer driver from the manufacturer's web site
and see if that resolves the issue

- I note you are using Norton AV. In Norton select Options and in the
Miscellaneous section turn off "Enable Office Plug-in".

--
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/

 

[Jeremy P]

did you do a "save as" first??

only after you do the save as does the error occur.

I can reproduce it on Windows XP 100% of the time

Hi Jeremy,

Thanks for the sample files.

Unfortunately I could not reproduce the error you encountered. I tried
several printers, using the Print command on the toolbar and
File\Print, but each time the documents printed and Word did not
crash.

Here are a few things to try:

- First start Word using the /a switch and see if the error occurs. Go
to Start/Run and run:

Winword /a

Note the space before the forward slash.

If the error doesn't occur then changes are you have an add-in
intercepting the built-in Print commands. Take a look under
Tools/Templates and Add-ins and see if there are any global
templates/add-ins listed. If any are found locate the files and move
them out of the folder to prevent them from loading when Word starts.

Global templates/add-ins will be located in either your Word Startup
folder or Office\Startup folder. The location of the Word Startup
folder can be found under Tools/Options/File Locations. The
Office\Startup folder is located in the Office installation path.

- Obtain an updated printer driver from the manufacturer's web site
and see if that resolves the issue

- I note you are using Norton AV. In Norton select Options and in the
Miscellaneous section turn off "Enable Office Plug-in".

--
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/

 

[Jeremy P]

Hi Bill,
Many of the forms we are having this issue with contain our company logo's
as well. Strange... These images were in bitmap form originally (I
believe).

It must have something to do with the embedded images.

If you ever come across a fix please let me know! I tried what you
suggested (clicking on the images first) and it didn't seem to help. But
I'm dealing with protected forms, so maybe the click event isn't triggering
the same...

The thought of recreating our entire form library makes me want to freshen
up the old resume....

good luck!!!!




We are experiencing the same problem here when trying to
print or close Word 2003 after performing a Save As on
documents that contain some of our company images. The
problem just seems to be on our Windows XP machines. We
have found the following workaround:

Click on all the images within the document before
performing the Save As. I have no idea why this works but
it does. We've applied the critical update as well but it
didn't resolve the issue. Since we have approximately 400
people using these documents I'm hoping that someone
comes up with a better resolution than our current "click
on the image" fix.

 

[Beth Melton]

Hi Jeremy,

Yes, I followed your instructions to the letter.

- Opened the document
- Clicked File/Save As
- Saved using a different name
- Clicked the Print command on toolbar (also tried using File/Print)

Preformed the above steps on all files you sent. (Note I am using
Windows XP SP-1)

Another thought I had was there is a possibility the problem is caused
by a temp file. Does the error occur on your local drive?
--
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/

 

[Bill Cuff]

Hi Jeremy,

This problem is driving us nuts here. Now we have
found that if we open multiple Word windows and open the
document in the 2nd Word window then we are able to
perform a Save As and print or close the application
without an error. Another workaround is to save the file
as type: Word 97-2003 & 6.0/95 - RTF(*.doc)and then we
are also able to print or close successfully. We've
opened a ticket with microsoft but we haven't gotten a
response other than to try removing our AV software which
didn't resolve the problem. I'll let you know if and when
this gets resolved.

 

[Bill cuff]

Jeremy,

This turned out to fix our problem:

CAUSE
This problem may occur if you background save a Word
document that contains an OLE object.
WORKAROUND
To temporarily work around this problem, turn off the
Allow background saves option in Word 2003. To do this,
follow these steps:
Start Word 2003.
On the Tools menu, click Options.
On the Save tab, click to clear the Allow background
saves check box.
Click OK to close the Options dialog box.

Good Luck.

 

[Jeremy P]

yes, it happens when the source file is stored locally and when it's opened
from a network share....

is there a way to turn on debug logging in Word?

Hi Jeremy,

Yes, I followed your instructions to the letter.

- Opened the document
- Clicked File/Save As
- Saved using a different name
- Clicked the Print command on toolbar (also tried using File/Print)

Preformed the above steps on all files you sent. (Note I am using
Windows XP SP-1)

Another thought I had was there is a possibility the problem is caused
by a temp file. Does the error occur on your local drive?
--
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/

 

[Jeremy P]

sweet. I turned off background saves and that cleared up the problem.

Thanks a lot, I thought the users here were gonna lynch me!

Jeremy


Jeremy,

This turned out to fix our problem:

CAUSE
This problem may occur if you background save a Word
document that contains an OLE object.
WORKAROUND
To temporarily work around this problem, turn off the
Allow background saves option in Word 2003. To do this,
follow these steps:
Start Word 2003.
On the Tools menu, click Options.
On the Save tab, click to clear the Allow background
saves check box.
Click OK to close the Options dialog box.

Good Luck.

 

[Echo S]

is there a way to turn on debug logging in Word?

I don't know, but I'm curious if you tried any of Beth's original
suggestions --

 

[Jeremy P]

no i didn't as they didn't seem to apply.
I'm not using Norton AV as she suggested, and I don't have any add-ins
installed.

Disabling background saves fixed the problem all together

is there a way to turn on debug logging in Word?

I don't know, but I'm curious if you tried any of Beth's original
suggestions --

 

[Beth Melton]

Hi Jeremy,

I suspect that temp files have something to do with the problem as I
suggested at some point.

With background saves turned off the temp file created when Word is
saving a document is deleted prior to control returning to the
application. It could be the file isn't fully saved, or a temp file
created during the print is identical to one created during the save,
or something along those lines.

btw I still can not repro the problem on my end - even with Background
saves turned off.

--
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/

 

[Jeremy P]

I'm having the problem with background saves turned on. Turning it off
seemed to fix the problem.


Hi Jeremy,

I suspect that temp files have something to do with the problem as I
suggested at some point.

With background saves turned off the temp file created when Word is
saving a document is deleted prior to control returning to the
application. It could be the file isn't fully saved, or a temp file
created during the print is identical to one created during the save,
or something along those lines.

btw I still can not repro the problem on my end - even with Background
saves turned off.

--
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/