Word 2007 crash on exit - thumbnail save?

B

Borntoclone

Hello - I have recently updated to Vista SP1. Word 2007 (sp1) crashes upon
closing, with either an error in mso.dll or, more predominantly,
hpz3r5ha.dll. Despite re-installing printer drivers, repairing office,
nothing has solved the issue until now... and that is, deselecting "save
thumbnail" when saving a document in Word.

Why is this, and what is the fix? I have had no problems saving thumbnails
and exiting word in the past, but now, when I have Word save the thumbnail of
the document, it crashes upon exiting.

I would be grateful for a solution.
 
T

Terry Farrell

It is either an HP printer driver or scanner driver that is causing your
problem. Try installing a different printer driver (setting it to Windows
Default) and test again.
 
B

Borntoclone

Interestingly setting the default printer to another, e.g. xps printer, the
error does not occur. Why should the error only occur when I have "save
thumbnail" option enabled?
This error is occuring *possibly* since the install of Vista SP1.

Complete removal of HP drivers and re-installation has not solved this issue.

Cheers
 
T

Terry Farrell

Well there has been loads of problems reported with HP drivers in Vista with
Off 2007. One option we haven't tried previously was to disable thumbnails -
but I believe this is off by default (?). I recommend that you pass this on
to HP to look at - I know that they will blame Word 2007 but one day thy
just might think that there is a driver issue if sufficient people report
problems.

Terry
 
B

Beth Melton

A

Adamao

I have the same problem but with a twist. When I run as administrator Word
2007 crashes on exit. I cannot also get into Word options. I have some
printer drivers installed but I do not do any printing from this computer.
However, when I run as a user with administrative rights, Windows 2007
behaves correctly (the same drivers are installed). This is very frustrating.
If anybody knows what to do, please let me know.
Adamao
 
B

Borntoclone

Yes thumnail-saving in Office is off by default, but I find it useful to have
them saved. Alas now I can not, unless I want my reliability score to be
zero, and for word to forever crash upon exit.
Why do I still use HP! Their drivers have always sucked!

Thank you for your time! Have HP been made aware of Vista SP1 issues?
Further, I have been in contact but of course, they are no help.
 
B

Borntoclone

Update:
Having phoned HP they are now aware of this problem and will hopefully be
working on a new driver, in the meantime their only workaround was to select
a different printer as the default.
For the time being I will forgoe having thumbnails saved, which is not
ideal, but I'll live.
 
M

maddman

Adamao said:
I have the same problem but with a twist. When I run as administrator Word
2007 crashes on exit. I cannot also get into Word options. I have some
printer drivers installed but I do not do any printing from this computer.
However, when I run as a user with administrative rights, Windows 2007
behaves correctly (the same drivers are installed). This is very frustrating.
If anybody knows what to do, please let me know.
Adamao
Click to expand...
 
M

maddman

Sorry, I posted a "blank," first time on here... I felt obligated to post a
link I found that solved my problems completely and took all of 60 seconds.

http://wordprocessing.about.com/od/troubleshootin1/qt/wordregentry.htm

The disturbing part is I spent 1.5 hours surfing through some fairly
defensive posts from MS "MVPs" that were not helpful. It is embarrassing
enough that we MS loyal folks have to dig into the Windows registry to keep
their apps running, but it is worse to have supposed experts with attitudes
that want to stubbornly blame HP printer drivers, etc. Let's get in the game
MS and MS MVPs and I hope this works for others too.
 
T

Terry Farrell

Most (if not all) MVPs know about the whys and whens of deleting the DataKey
in the registry. Are you saying that the DataKey is causing the Thumbnail
problem? Why would a different printer driver resolve the problem?

Your post is most unhelpful without some elaboration.

Terry
 
M

maddman

I was posting a response to Adamao, please note the indentation. In
searching for a solution to my problem, I didn't find the solution anywhere
in your posts and it WAS a solution. Since Adamao was in this post, had not
solved their problem, and seemed to have my symptoms, I thought it valid to
post.

You do appear to be quite active in many Word-related threads, many
describing the exact symptoms I have, but none stating this "obvious"
knowledge of the about.com article. Instead, many of responses are terse and
do not provide direction, for example:

http://www.tutorials-win.com/WordErrors/Word-stopped-117219/

It is of little value to continue this thread further. The solution I
posted works, please take my feedback for what it is worth, perhaps it will
help someone else indirectly.
 
T

Terry Farrell

I didn't note that you were replying to a different problem (Windows Mail
isn't that good as keeping conversation together logically).

It also illustrates why Adamao should have started his own new thread
instead of hijacking someone else's post!

Terry
 
B

Beth Melton

Are saying that by recreating the Data key in the Registry corrected your HP
printing error issue or another issue? If it corrected the HP printing issue
then that is indeed odd!! (And one I'd have to see for myself to believe.
<grin>)

Now, I could _maybe_ see deleting the Printer key under Word, but the Data
key primarily stores option data, as the state of most Word Options,
AutoCorrect options, etc and in previous versions, the state of toolbars. It
doesn't contain anything about the printer. Here's an article I wrote that
covers the primary function of the Data key. It's dated but it's still
applicable to Word 2007:
http://word.mvps.org/FAQs/Customization/DataKeySettings.htm

Typically, the recommendation to reset the Data key is when someone has
issues with the items noted in the article.

Regarding the HP printing issue, I see "borntoclone" posted an update
stating they have been in contact with HP and they are aware of this problem
and are working on a new driver (hopefully). I honestly don't see anyone
being defensive about this issue. We're simply going by these known facts:
1) The error is encountered when you save the file. 2) When you open or save
a file the printer driver is queried. 3) The file reported in the error
message causing the error is hpz3r5ha.dll which is an HP printer driver
file. 4) If another printer is selected the error doesn't occur. When you
compile all of the facts it indicates the issue doesn't lie in Word and it
lies in the printer driver.

Okay, so we know the underlying cause. Then the next big question is who's
responsible for correcting the information flow between an application and a
printer? Typically the manufacturer, although there's always a chance it
could be the application, however past experience with similar issues tells
us these types of conflicts are resolved by the manufacturer of the printer.
I have no idea how these corrections are made, it could be that yes,
Microsoft coded something that created conflict, but I do know it's easier,
and faster, for the printer manufacturer to correct their driver and make it
available to the public since it doesn't apply to all users, only those who
use their printer. In the event of known issues, such as this, all anyone
can do is wait for a resolution from either Microsoft or the other party.

Regarding encountering errors in Word, unfortunately every error/issue is
not created equally. That's why there is a general troubleshooting article
we suggest that contains the most common fixes, including recreating the
Data key:
http://word.mvps.org/FAQs/AppErrors/ProbsOpeningWord.htm

I only wish we had a "magical potion" or set of instructions to correct all
application errors in Word. If there were there would be no need for this
newsgroup. ;-)

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

~~~~~~~~~~~~~~~
Beth Melton
 
C

Colleen

Thank you so much for this! I have spent .. well I'll just say *more* than
1.5 hours trying to fix this problem. Word 2007 crashed every time I exited.
I figured out it was from a template I had created and added in. A simple
template ... but I lost power suddenly and I think the template corrupted.
Nothing I could do would get make Word stop trying to load in that template
-- even deleting the template!

Deleting the Data key fixed the problem!

Again, thanks so much
 
N

NCC Liranzo

This will fix your problem:

1. Start Regedit.
2. Go to HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Word\Data
3. Right mouse click on the "Data" folder and delete it.
4. Close Regedit.

All who try this and resolve the issue please email a one liner to
(e-mail address removed). Greetings from the Navy! Your tax dollars
working for you in ways you did not expect :)

goodluck!
 

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