Word (and Excel) 2003 Crashes on Exit

[Matt]

I just installed Office 2003 on my XP SP2 system. When I exit Word (or
Excel) I get a "Microsoft Office Word has encountered a problem and needs to
close" error. When I do a debug, I get the following fault information :-

AppName: winword.exe AppVer: 11.0.6359.0 ModName: unknown
ModVer: 0.0.0.0 Offset: 027c1e80

I've followed the instructions at
http://office.microsoft.com/en-us/assistance/HA011514521033.aspx to try to
troubleshoot if its an add-in causing the problem, but even with all add-ins
disabled, I still get the error on close. I also read somewhere that Adobe
Acrobat Professional's pdfwriter.dot can also cause problems, but I've
un-installed that software and I've still got problems with Word and Excel.

As there's no ModName to work with, can anyone else try and help me diagnose
this problem?

Thanks

 

[TF]

Using Norton Anti Virus?

tf

:I just installed Office 2003 on my XP SP2 system. When I exit Word (or
: Excel) I get a "Microsoft Office Word has encountered a problem and needs
to
: close" error. When I do a debug, I get the following fault information :-
:
: AppName: winword.exe AppVer: 11.0.6359.0 ModName: unknown
: ModVer: 0.0.0.0 Offset: 027c1e80
:
: I've followed the instructions at
: http://office.microsoft.com/en-us/assistance/HA011514521033.aspx to try to
: troubleshoot if its an add-in causing the problem, but even with all
add-ins
: disabled, I still get the error on close. I also read somewhere that
Adobe
: Acrobat Professional's pdfwriter.dot can also cause problems, but I've
: un-installed that software and I've still got problems with Word and
Excel.
:
: As there's no ModName to work with, can anyone else try and help me
diagnose
: this problem?
:
: Thanks
:
:

 

[Matt]

Have been in the past, but now I use Kaspersky

 

[Suzanne S. Barnhill]

Courtesy of Office MVP Beth Melton:

If Norton AV was installed at one time then the DLL for the Office
Plug-in could still be registered.

Search for : officeav.dll

If you find it then go to Start/Run and run the following command:

regsvr32 /u "<path>\officeav.dll"

Here is a KB article that provides a few additional details. It does
not include information on Norton CE but it will contain additional
details on the unregister command if you need them:
http://support.microsoft.com/?kbid=329820

 

[Matt]

Hi Suzanne,

Officeav.dll is not on my machine. Thanks for checking. Any more ideas as
to how I can troubleshoot this? I've ran Registry Mechanic to make sure
I've not got any registry problems, but still no good.

Matt.

 

[TF]

Matt

What actually happens when you start Word in Safe Mode? From Start, Run type
in

winword /a

and press enter.

tf

: Hi Suzanne,
:
: Officeav.dll is not on my machine. Thanks for checking. Any more ideas
as
: to how I can troubleshoot this? I've ran Registry Mechanic to make sure
: I've not got any registry problems, but still no good.
:
: Matt.
:
:
: : > Courtesy of Office MVP Beth Melton:
: >
: > If Norton AV was installed at one time then the DLL for the Office
: > Plug-in could still be registered.
: >
: > Search for : officeav.dll
: >
: > If you find it then go to Start/Run and run the following command:
: >
: > regsvr32 /u "<path>\officeav.dll"
: >
: > Here is a KB article that provides a few additional details. It does
: > not include information on Norton CE but it will contain additional
: > details on the unregister command if you need them:
: > http://support.microsoft.com/?kbid=329820
: >
: > --
: > Suzanne S. Barnhill
: > Microsoft MVP (Word)
: > Words into Type
: > Fairhope, Alabama USA
:
: > Email cannot be acknowledged; please post all follow-ups to the
newsgroup
: > so
: > all may benefit.
: >
: > : >> Have been in the past, but now I use Kaspersky
: >>
: >> "TF" <terryfarrell%40%6d%73%6e%2ecom> wrote in message
: >> : >> > Using Norton Anti Virus?
: >> >
: >> > tf
: >> >
: >> > : >> > :I just installed Office 2003 on my XP SP2 system. When I exit Word
: >> > (or
: >> > : Excel) I get a "Microsoft Office Word has encountered a problem and
: >> > needs
: >> > to
: >> > : close" error. When I do a debug, I get the following fault
: > information
: >> > :-
: >> > :
: >> > : AppName: winword.exe AppVer: 11.0.6359.0 ModName: unknown
: >> > : ModVer: 0.0.0.0 Offset: 027c1e80
: >> > :
: >> > : I've followed the instructions at
: >> > : http://office.microsoft.com/en-us/assistance/HA011514521033.aspx to
: > try
: >> > to
: >> > : troubleshoot if its an add-in causing the problem, but even with
all
: >> > add-ins
: >> > : disabled, I still get the error on close. I also read somewhere
that
: >> > Adobe
: >> > : Acrobat Professional's pdfwriter.dot can also cause problems, but
: >> > I've
: >> > : un-installed that software and I've still got problems with Word
and
: >> > Excel.
: >> > :
: >> > : As there's no ModName to work with, can anyone else try and help me
: >> > diagnose
: >> > : this problem?
: >> > :
: >> > : Thanks
: >> > :
: >> > :
: >> >
: >> >
: >>
: >>
: >
:
:

 

[Beth Melton]

Hi Matt,

Does the error still occur if you start Word or Excel in Safe Mode?
Hold Ctrl while starting the application. If it doesn't then I'd say
there is a third-party add-in causing the issue. Stick with
troubleshooting the error in Word first and once you resolve it that
should lead you to the issue in Excel.

Also, uninstalling Adobe may not uninstall the add-ins. Did you check
the Office\Startup folder and the XLStart folder in the Office
installation path?

--
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/

 

[Matt]

Thanks TF & Beth. I've managed to work out that the btsendto_office.dll in
the system32 directory is the culprit. When I selectively disabled macros
on startup, I found that this one would cause Word to crash on exit if I had
it enabled. 'btsendto_office.dll' is part of my Widcomm Bluetooth driver
suite so I'm going to try and un-install/re-install that and see what
happens. If you don't here back from me, then you'll know that everything
is fine.

Many thanks to all you pro's out there that take the time to help the little
guys (like me!)

Matt.