Word Crashes when selecting help menu

[Fon]

Version: 2008
Operating System: Mac OS X 10.5 (Leopard)
Processor: Intel

Hi All,
Rather a Mac newb here and i have tried to rectify a word problem with installing again and matters seem to have got worse without fixing the issue.

The initial issue is that when ever i try to select the help menu (with or without a doc open) the program will crash.
All other apps work fine. Heres the info it shows:

__________________________________________
Microsoft Error Reporting log version: 2.0

Error Signature:
Exception: EXC_BAD_ACCESS
Date/Time: 2008-11-27 18:28:39 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application Version: 12.0.0.071130
Crashed Module Name: libobjc.A.dylib
Crashed Module Version: unknown
Crashed Module Offset: 0x00015688
Blame Module Name: libobjc.A.dylib
Blame Module Version: unknown
Blame Module Offset: 0x00015688
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409

Thread 0 crashed:

# 1 0x968ef688 in .objc_class_name_List + 0x967E7548 (libobjc.A.dylib + 0x00015688)
# 2 0x01674fad in _McpCchCFStringGetRgwch + 0x00000023 (MicrosoftComponentPlugin + 0x000fefad)
# 3 0x0167599d in _McpCchWzFromCFString + 0x00000027 (MicrosoftComponentPlugin + 0x000ff99d)
# 4 0x016759ed in _McpWzFromCFString + 0x0000001F (MicrosoftComponentPlugin + 0x000ff9ed)
# 5 0x015f300e in _McpCopyFontMenu + 0x000008F6 (MicrosoftComponentPlugin + 0x0007d00e)
# 6 0x015f372b in _McpMruDisplayGetNumEntries + 0x0000010D (MicrosoftComponentPlugin + 0x0007d72b)
# 7 0x015f3bb6 in _McpMruDisplayGetNumEntries + 0x00000598 (MicrosoftComponentPlugin + 0x0007dbb6)
# 8 0x015f3dd5 in _McpMruDisplayInitialize + 0x0000004D (MicrosoftComponentPlugin + 0x0007ddd5)
# 9 0x004aa3da in _wdCommandDispatch + 0x0018E432 (Microsoft Word + 0x004a93da)
# 10 0x00353a50 in _wdCommandDispatch + 0x00037AA8 (Microsoft Word + 0x00352a50)
# 11 0x00354be0 in _wdCommandDispatch + 0x00038C38 (Microsoft Word + 0x00353be0)
# 12 0x0081012d in _wdCommandDispatch + 0x004F4185 (Microsoft Word + 0x0080f12d)
# 13 0x008105eb in _wdCommandDispatch + 0x004F4643 (Microsoft Word + 0x0080f5eb)
# 14 0x020cf916 in _MsoFCreateToolbarSet + 0x0000066E (MicrosoftOffice + 0x0033b916)
# 15 0x016450a4 in _McpCreateControlContainer + 0x0000244C (MicrosoftComponentPlugin + 0x000cf0a4)
# 16 0x016451d7 in _McpCreateControlContainer + 0x0000257F (MicrosoftComponentPlugin + 0x000cf1d7)
# 17 0x016457c0 in _McpCreateControlContainer + 0x00002B68 (MicrosoftComponentPlugin + 0x000cf7c0)
# 18 0x93236303 in .objc_class_name_IPMDFontRange + 0x92F0C6C3 (HIToolbox + 0x00007303)
# 19 0x9323573d in .objc_class_name_IPMDFontRange + 0x92F0BAFD (HIToolbox + 0x0000673d)
# 20 0x932355a2 in .objc_class_name_IPMDFontRange + 0x92F0B962 (HIToolbox + 0x000065a2)
# 21 0x9327a0d9 in .objc_class_name_IPMDFontRange + 0x92F50499 (HIToolbox + 0x0004b0d9)
# 22 0x9328f003 in .objc_class_name_IPMDFontRange + 0x92F653C3 (HIToolbox + 0x00060003)
# 23 0x933473f9 in .objc_class_name_IPMDFontRange + 0x9301D7B9 (HIToolbox + 0x001183f9)
# 24 0x9538fcd7 in .objc_class_name_SCTBackgroundView + 0x95363557 (Shortcut + 0x00013cd7)
# 25 0x9538fd10 in .objc_class_name_SCTBackgroundView + 0x95363590 (Shortcut + 0x00013d10)
# 26 0x9537ec3f in .objc_class_name_SCTBackgroundView + 0x953524BF (Shortcut + 0x00002c3f)
# 27 0x9537eb99 in .objc_class_name_SCTBackgroundView + 0x95352419 (Shortcut + 0x00002b99)
# 28 0x95387445 in .objc_class_name_SCTBackgroundView + 0x9535ACC5 (Shortcut + 0x0000b445)
# 29 0x93236303 in .objc_class_name_IPMDFontRange + 0x92F0C6C3 (HIToolbox + 0x00007303)
# 30 0x9323573d in .objc_class_name_IPMDFontRange + 0x92F0BAFD (HIToolbox + 0x0000673d)
# 31 0x932355a2 in .objc_class_name_IPMDFontRange + 0x92F0B962 (HIToolbox + 0x000065a2)
# 32 0x9327a0d9 in .objc_class_name_IPMDFontRange + 0x92F50499 (HIToolbox + 0x0004b0d9)
# 33 0x9328f003 in .objc_class_name_IPMDFontRange + 0x92F653C3 (HIToolbox + 0x00060003)
# 34 0x9328ec0f in .objc_class

 

[Fon]

# 33 0x9328f003 in .objc_class_name_IPMDFontRange + 0x92F653C3 (HIToolbox + 0x00060003)
# 34 0x9328ec0f in .objc_class_name_IPMDFontRange + 0x92F64FCF (HIToolbox + 0x0005fc0f)
# 35 0x9328e9ef in .objc_class_name_IPMDFontRange + 0x92F64DAF (HIToolbox + 0x0005f9ef)
# 36 0x9328d84a in .objc_class_name_IPMDFontRange + 0x92F63C0A (HIToolbox + 0x0005e84a)
# 37 0x93289463 in .objc_class_name_IPMDFontRange + 0x92F5F823 (HIToolbox + 0x0005a463)
# 38 0x93318248 in .objc_class_name_IPMDFontRange + 0x92FEE608 (HIToolbox + 0x000e9248)
# 39 0x01661a53 in _McpSetWindowBrush + 0x000001E7 (MicrosoftComponentPlugin + 0x000eba53)
# 40 0x93236303 in .objc_class_name_IPMDFontRange + 0x92F0C6C3 (HIToolbox + 0x00007303)
# 41 0x9323573d in .objc_class_name_IPMDFontRange + 0x92F0BAFD (HIToolbox + 0x0000673d)
# 42 0x93252092 in .objc_class_name_IPMDFontRange + 0x92F28452 (HIToolbox + 0x00023092)
# 43 0x932647c3 in .objc_class_name_IPMDFontRange + 0x92F3AB83 (HIToolbox + 0x000357c3)
# 44 0x932366bc in .objc_class_name_IPMDFontRange + 0x92F0CA7C (HIToolbox + 0x000076bc)
# 45 0x9323573d in .objc_class_name_IPMDFontRange + 0x92F0BAFD (HIToolbox + 0x0000673d)
# 46 0x93252092 in .objc_class_name_IPMDFontRange + 0x92F28452 (HIToolbox + 0x00023092)
# 47 0x01661c05 in _McpFDispatchEventRef + 0x00000073 (MicrosoftComponentPlugin + 0x000ebc05)
# 48 0x01662195 in _McpRunApplicationEventLoop + 0x0000051B (MicrosoftComponentPlugin + 0x000ec195)
# 49 0x00ae3e6b in _wdCommandDispatch + 0x007C7EC3 (Microsoft Word + 0x00ae2e6b)
# 50 0x00aecd18 in _wdCommandDispatch + 0x007D0D70 (Microsoft Word + 0x00aebd18)
# 51 0x02236080 in __WlmMain + 0x00000047 (MicrosoftOffice + 0x004a2080)
# 52 0x00ad2438 in _wdCommandDispatch + 0x007B6490 (Microsoft Word + 0x00ad1438)
# 53 0x000028e2 in __mh_execute_header + 0x000018E2 (Microsoft Word + 0x000018e2)
# 54 0x00002809 in __mh_execute_header + 0x00001809 (Microsoft Word + 0x00001809)

X86 Thread State:
eax: 0x20d74810 ebx: 0x9134ea8a ecx: 0x969000f8 edx:0x75732054
edi: 0xbfe0657f esi: 0x20d74810 ebp: 0xbfe06478 esp:0xbfe06458
ss: 0x0000001f eip: 0x968ef688 cs: 0x00000017 ds:0x0000001f
es: 0x0000001f fs: 0x00000000 gs: 0x00000037 eflags:0x00010202

Thread 1:

# 1 0x901eb5c6 in _signgam + 0x9004BD86 (libSystem.B.dylib + 0x000015c6)
# 2 0x9027429b in _signgam + 0x900D4A5B (libSystem.B.dylib + 0x0008a29b)
# 3 0x01aa4265 in _MerpCreateSession + 0x00000B05 (merp + 0x00002265)
# 4 0x01aa38cd in _MerpCreateSession + 0x0000016D (merp + 0x000018cd)
# 5 0x01aa3954 in _MerpCreateSession + 0x000001F4 (merp + 0x00001954)
# 6 0x01aa440d in _MerpCreateSession + 0x00000CAD (merp + 0x0000240d)
# 7 0x9021c6f5 in _signgam + 0x9007CEB5 (libSystem.B.dylib + 0x000326f5)
# 8 0x9021c5b2 in _signgam + 0x9007CD72 (libSystem.B.dylib + 0x000325b2)

X86 Thread State:
eax: 0xffffffa6 ebx: 0x902630bf ecx: 0xb00a0a5c edx:0x901eb5c6
edi: 0x00000201 esi: 0x39332355 ebp: 0xb00a0ac8 esp:0xb00a0a5c
ss: 0x0000001f eip: 0x901eb5c6 cs: 0x00000007 ds:0x0000001f
es: 0x0000001f fs: 0x0000001f gs: 0x00000037 eflags:0x00000202

Thread 2:

# 1 0x901f268e in _signgam + 0x90052E4E (libSystem.B.dylib + 0x0000868e)
# 2 0x9021d36d in _signgam + 0x9007DB2D (libSystem.B.dylib + 0x0003336d)
# 3 0x9510c460 in __CMProfileID + 0x9503933C (ColorSync + 0x00033460)
# 4 0x9511ed92 in __CMProfileID + 0x9504BC6E (ColorSync + 0x00045d92)
# 5 0x9021c6f5 in _signgam + 0x9007CEB5 (libSystem.B.dylib + 0x000326f5)
# 6 0x9021c5b2 in _signgam + 0x9007CD72 (libSystem.B.dylib + 0x000325b2)

X86 Thread State:
eax: 0x0000014e ebx: 0x9021d38d ecx: 0xb0122e7c edx:0x901f268e
edi: 0x0503e9a4 esi: 0xb0123000 ebp: 0xb0122ef8 esp:0xb0122e7c
ss: 0x0000001f eip: 0x901f268e cs: 0x00000007 ds:0x0000001f
es: 0x0000001f fs: 0x0000001f gs: 0x00000037 eflags:0x00000246

Thread 3:

# 1 0x9024aae6 in _signgam + 0x900AB2A6 (libSystem.B.dylib +

 

[Fon]

So after the reinstall (over the top of existing install) Entourage will not work with a identity error and updates will not install.

I have now tried to remove the software and re-installed. The problem in word is still present and Entourage wouldnt work until I removed the Main Identity (backed up).

Any help in either problem would be appreciated.

Thanks

 

[Fon]

Just an update to this issue.

I have managed to install update 12.1.1 and Entourage now works, and after further investigations its not just the word help menu, it seem that the program will crash when navigating the menus, especially help and recent doc's

 

[John McGhie]

If you ran "Remove Office" tool to remove the software, you have now cleanly
removed most of the problems.

You now need to re-apply ALL of the updates.

You should also re-apply the latest COMBO Update for Mac OS X. When Office
is installed, it requires some OS X updates.

Once you have done that, it if's still bad, you will need to remove and
rebuild the preferences.

Come back if you do not know how to do that.

Cheers

Just an update to this issue.

I have managed to install update 12.1.1 and Entourage now works, and after
further investigations its not just the word help menu, it seem that the
program will crash when navigating the menus, especially help and recent doc's

--
Don't wait for your answer, click here: http://www.word.mvps.org/

Please reply in the group. Please do NOT email me unless I ask you to.

John McGhie, Microsoft MVP, Word and Word:Mac
Sydney, Australia. mailto:[email protected]

 

[Fon]

Hi There.
Thanks for the response, I did use the remove tool and then added all the updates and the problem persists.
If you could let me know how to remove and rebuild the preferences it will help as I dont want to screw the whole office install up again.

Thanks

 

[John McGhie]

OK, time for desperate measures

This is the "Scorched Earth" fix.

Whatever it is, if it's caused by Office, this should fix it.

I am going to skip the removal and re-update of Office, because you have
already done those. However, if it doesn't come right this time, then we
will have to do the whole enchilada, including another remove and
re-install.

3) Track down all instances of pre-2008 Normal template on your computer,
and drag them to your desktop. The file is called simply "Normal" and has
no extension.

4) Find and drag the file Normal.dotm to your desktop. Unless you have
moved it, it should be in
/Users/ ~ /Library/Application Support/Microsoft/Office/User Templates/

5) If the following files exist, Remove or rename them:

~/Library/Preferences/Microsoft/Word Settings (10)

~/Library/Preferences/Microsoft/Word Settings (11)

User/Library/Preferences/com.Microsoft.Word.plist

User/Library/Preferences/Microsoft/Office 2008 (the whole folder!)

Then Repair Permissions with Disk Utility.

I will skip the re-install and re-update, because you have already done
that.

Be thorough with this, if you leave any of the old files behind Word 2008
will find them and won't replace them. Do it right and Word will construct
a new, clean, set of preferences and everything should now work.

Hope this helps

Hi There.
Thanks for the response, I did use the remove tool and then added all the
updates and the problem persists.
If you could let me know how to remove and rebuild the preferences it will
help as I dont want to screw the whole office install up again.

Thanks

--
Don't wait for your answer, click here: http://www.word.mvps.org/

Please reply in the group. Please do NOT email me unless I ask you to.

John McGhie, Microsoft MVP, Word and Word:Mac
Sydney, Australia. mailto:[email protected]