"Word Not Responding" more often since Tiger upgrade

[Chris Watson]

Since upgrading to Tiger, I¹ve had a growing number of incidents where Word
2004 will fail to open a document and lock up, leaving me no option but to
Force Quit. When I do so, I inevitably see the ³Word (Not Responding)²
message in the Force Quit applications list. Most of the time it works fine
and a document that causes Word to not respond one day will be fine the
next. Often it happens if I¹ve try to open a Word document sent to me as an
attachment directly from the e-mail but it also happens if I try to open a
document on our company¹s server as well as on my desktop. There doesn¹t
seem to be any rhyme or reason. I¹ve updated my fonts, eliminated
duplicates, and it still happens, much more often that prior to the Tiger
upgrade.

Any suggestions would be appreciated.

Chris

 

[roberto]

I don't have any help to offer other than to add a "me too" to this.
It's been happening to me about once a day, lately, and is annoying
more than anything... I was just on the Microsoft website this morning
looking for any ideas about this, and the only conflict they're talking
about is the one between VirtualPC and Tiger. Hopefully others will
chime in with ideas.

Roberto

 

[matt neuburg]

I don't have any help to offer other than to add a "me too" to this.
It's been happening to me about once a day, lately, and is annoying
more than anything... I was just on the Microsoft website this morning
looking for any ideas about this, and the only conflict they're talking
about is the one between VirtualPC and Tiger. Hopefully others will
chime in with ideas.

Actually I see this from time to time even in Panther so perhaps Tiger
has just aggravated it. For example sometimes I start up Excel and it
just locks up. I force quit and start it up again and it is fine.

However I must reiterate my experience that in many cases problems are
caused by font conflicts. Use Font Book to resolve duplicates and to fix
any other skanky-looking situations with fonts. This has made a huge
difference for me. m.

 

[mmmmark]

"skanky looking"......sounds more like something you'd find on the PC side
of things. ;-)

 

[H. S. Bernstein]

In Word 2004 (Mac) I have encountered in ³Final Showing Markup² mode the
problem of Word inserting a Page Break in place of a section I¹ve deleted.
Then, there¹s no way for me to get rid of the Break in ³Final Showing
Markup² mode. When I switch to ³Final² mode, the extra Page Breaks go away,
but I can no longer track the changes. Any advice? Is this a fault or a
feature?

 

[Marc Bizer]

However I must reiterate my experience that in many cases problems are
caused by font conflicts. Use Font Book to resolve duplicates and to fix
any other skanky-looking situations with fonts. This has made a huge
difference for me.

Thanks, but I never experienced the problem in Panther, and I've
eliminated all possible font problems in Tiger, using both Font Doctor
and Font Book.

This is a tough problem, because the people at Microsoft and the MVPs
cannot reproduce it. It would be really helpful if those who are seeing
the freezes ran some samples on Word while it is frozen (you do this
most easily in Activity Monitor, by double-clicking on Word in the list
of processes, and then clicking on the "Sample" button at the bottom of
the resulting window).

I'd be interested to learn whether some of you are seeing references to
ATSUI routines in the stack traces.

--Marc

 

[John McGhie [MVP - Word and Word Macintosh]]

I¹m afraid it¹s a misunderstanding

If you are viewing ³Final showing mark-up², anything you delete will be
hidden.

However, if the deleted section break involved is a Next Page section break,
it will continue to produce a new page until it¹s REALLY deleted (this is
required for technical reasons). The easy way to do that is to select just
the deleted section break and then click ³Accept Change². Alternatively,
you can change your view to Original Showing Mark-up.

Hope this helps

In Word 2004 (Mac) I have encountered in ³Final Showing Markup² mode the
problem of Word inserting a Page Break in place of a section I¹ve deleted.
Then, there¹s no way for me to get rid of the Break in ³Final Showing Markup²
mode. When I switch to ³Final² mode, the extra Page Breaks go away, but I can
no longer track the changes. Any advice? Is this a fault or a feature?

--

Please reply to the newsgroup to maintain the thread. Please do not email
me unless I ask you to.

John McGhie <[email protected]>
Microsoft MVP, Word and Word for Macintosh. Consultant Technical Writer
Sydney, Australia +61 4 1209 1410

 

[roberto]

Hi Marc,

This JUST happened to me, so here is the stuff I got from Activity
Monitor. The first is what shows up in the "Open Files and Ports"
section, then, separated by a "- - -" are the results of a "Sample". I
hope this helps!

-Roberto

/
/System/Library/Frameworks/Carbon.framework/Versions/A/Support/LaunchCFMApp
/System/Library/CoreServices/CharacterSets/CFUnicodeData-B.mapping
/System/Library/CoreServices/CharacterSets/CFCharacterSetBitmaps.bitmap
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/HIToolbox.rsrc
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/QD.framework/Versions/A/Resources/QD.rsrc
/Library/Caches/com.apple.IntlDataCache.sbdl.501
/Library/Caches/com.apple.ATS/501/annex_aux
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/English.lproj/Localized.rsrc
/System/Library/CFMSupport/CarbonLib
/Applications/Microsoft Office 2004/Office/Microsoft Component Plugin
/Applications/Microsoft Office 2004/Office/Microsoft Office
/Applications/Microsoft Office
2004/Office/ShMem.bundle/Contents/MacOS/ShMem
/System/Library/Fonts/Geneva.dfont
/Applications/Microsoft Office 2004/Microsoft Word
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/Extras.rsrc
/System/Library/Caches/com.apple.IntlDataCache.kbdx
/System/Library/Fonts/LucidaGrande.dfont
/Applications/Microsoft Office 2004/Shared Applications/Proofing
Tools/English Spelling
/Applications/Microsoft Office 2004/Shared Applications/Proofing
Tools/US English Spelling Dictionary
/Applications/Microsoft Office 2004/Office/Support Files/Icon Data
/Applications/Microsoft Office 2004/Office/Microsoft OLE
/System/Library/Caches/com.apple.IntlDataCache.tecx
/System/Library/Components/DictionaryService.component/Contents/MacOS/DictionaryService
/Library/Fonts/New Century Schoolbook LT
Std/NewCenturySchlbkLTStd-Roman.otf
/usr/share/icu/icudt32b.dat
/Applications/Microsoft Office 2004/Office/Microsoft Framework
/usr/lib/dyld
/usr/lib/libSystem.B.dylib
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/CoreText.framework/Versions/A/CoreText
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ATS.framework/Versions/A/ATS
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/CoreGraphics.framework/Versions/A/CoreGraphics
/System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation
/usr/lib/libicucore.A.dylib
/usr/lib/libobjc.A.dylib
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/CarbonCore.framework/Versions/A/CarbonCore
/System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/OSServices.framework/Versions/A/OSServices
/System/Library/Frameworks/Security.framework/Versions/A/Security
/System/Library/Frameworks/SystemConfiguration.framework/Versions/A/SystemConfiguration
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ColorSync.framework/Versions/A/ColorSync
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/QD.framework/Versions/A/QD
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/HIServices.framework/Versions/A/HIServices
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/LaunchServices.framework/Versions/A/LaunchServices
/System/Library/Frameworks/Foundation.framework/Versions/C/Foundation
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/OpenScripting.framework/Versions/A/OpenScripting
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/HIToolbox
/dev/null
/dev/console
/dev/console
obj=0x0354dfd8
obj=0x035d9680
obj=0x0354dfd8
/Applications/Microsoft Office 2004/Microsoft Word/..namedfork/rsrc
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/HIToolbox.rsrc
/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/English.lproj/Localized.rsrc
/Applications/Microsoft Office 2004/Office/Microsoft Component
Plugin/..namedfork/rsrc


/System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/Extras.rsrc
/Applications/Microsoft Office 2004/Office/Microsoft
Office/..namedfork/rsrc
/Users/robertb/Documents/Microsoft User Data/Normal
/Users/robertb/Library/Caches/TemporaryItems/dftmpGCDPKNOLkkkkkkkk--------
/System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/QD.framework/Versions/A/Resources/QD.rsrc
/Applications/Microsoft Office 2004/Shared Applications/Proofing
Tools/English Spelling/..namedfork/rsrc
/Users/robertb/Documents/Microsoft User Data/Word Work File A_
/Applications/Microsoft Office 2004/Office/Microsoft
Framework/..namedfork/rsrc
/Volumes/UNTITLED/Robert\xe2\x80\x99s Notes for Meeting with Johns on
Monday.doc
/private/var/tmp/folders.501/TemporaryItems/Word Work File S_2
/Users/robertb/Library/Caches/TemporaryItems/dftmpGCDPKNOLpkkkkkkk--------
/Users/robertb/Library/Caches/TemporaryItems/dftmpGCDPKNOLnkkkkkkk--------


- - -

Analysis of sampling pid 2496 every 10.000000 milliseconds
Call graph:
277 Thread_100f
277 0x20200b8
277 0x1023444
277 0x202063c
277 0x20f382c
277 0x592c90
277 SendEventToEventTarget
277 SendEventToEventTargetInternal(OpaqueEventRef*,
OpaqueEventTargetRef*, HandlerCallRec*)
277 DispatchEventToHandlers(EventTargetRec*,
OpaqueEventRef*, HandlerCallRec*)
277
ToolboxEventDispatcherHandler(OpaqueEventHandlerCallRef*,
OpaqueEventRef*, void*)
277 SendEventToEventTargetWithOptions
277
SendEventToEventTargetInternal(OpaqueEventRef*, OpaqueEventTargetRef*,
HandlerCallRec*)
277
DispatchEventToHandlers(EventTargetRec*, OpaqueEventRef*,
HandlerCallRec*)
277 0x57870c
277 0x578808
277 0x294e354
277 0x204281c
277 AEProcessAppleEvent
277 aeProcessAppleEvent
277
dispatchEventAndSendReply(AEDesc const*, AEDesc*)
277
aeDispatchAppleEvent(AEDesc const*, AEDesc*, unsigned long, unsigned
char*)
277 0x590ce0
277
SendEventToEventTarget
277
SendEventToEventTargetInternal(OpaqueEventRef*, OpaqueEventTargetRef*,
HandlerCallRec*)
277
DispatchEventToHandlers(EventTargetRec*, OpaqueEventRef*,
HandlerCallRec*)
277 0x590db4
277 0x591034
277
InvokeAEEventHandlerUPP
277
0x28493b8
277
0x2135b50
277
0x2137574
277
0x20aa5ac
277
0x20b2b6c

277 0x20b2d38

277 0x20b3cdc

277 0x20b407c

277 0x20b575c

277 0x20bb2bc

277 0x20bc5d0

277 0x40891c

277 0x408d98

277 0x41283c

277 0x40aa0c

277 0x413720

277 0x413c70

277 0x20fbd58

277 0x2151048

277 0x21514dc

277 0x215184c

277 0x21518c4

277 0x21519a8

277 0x1063a94

277 0x1063d88

277
ATSUDirectGetLayoutDataArrayPtrFromTextLayout

277
TTextLineLayout::EnsureLayoutIsUpToDate(unsigned long, unsigned char,
unsigned long, TATSUGlyphRecordArray**)

277
ZNSt15underflow_errorD0Ev.eh

277
ATSULayoutGlyphs(TATSUGlyphRecordArray*, ATSLineLayoutLineParams*,
long, ATSUTab const*, unsigned long, __CFString const*, unsigned short
const*, unsigned long, unsigned long)

277
LayoutGlyphs(ATSGlyphVector*, ATSLineLayoutLineParams*, long)

277 LLCLayoutText

277 _eLLCLayoutText

277
InvokeLayoutCallback

277 0x1052340

277 0x1063e68

277
ATSUGlyphGetScreenMetrics

277
LLCStyleInfoSynthesizeStrikeDescription

277
_eLLCStyleInfoSynthesizeStrikeDescription

277
_eFOFindFontObjectFromID

277
AssureDBGenerationSynched

277
TSReaderToWriter


277 pthread_cond_wait


277 semaphore_wait_signal_trap


277 semaphore_wait_signal_trap
277 Thread_1103
277 _pthread_body
277 MerpUnregisterCFMFragment
277 mach_msg
277 mach_msg_trap
277 mach_msg_trap

Total number in stack (recursive counted multiple, when >=5):

Sort by top of stack, same collapsed (when >= 5):
mach_msg_trap 277
semaphore_wait_signal_trap 277
Sample analysis of process 2496 written to file /dev/stdout
Sampling process 2496 each 10 msecs 300 times

 

[Chris Watson]

Thanks, but I never experienced the problem in Panther, and I've
eliminated all possible font problems in Tiger, using both Font Doctor
and Font Book.

This is a tough problem, because the people at Microsoft and the MVPs
cannot reproduce it. It would be really helpful if those who are seeing
the freezes ran some samples on Word while it is frozen (you do this
most easily in Activity Monitor, by double-clicking on Word in the list
of processes, and then clicking on the "Sample" button at the bottom of
the resulting window).

I'd be interested to learn whether some of you are seeing references to
ATSUI routines in the stack traces.

--Marc

Hi Marc,

Word just locked up again. Here's the sample data from the Activity Monitor.

- Chris


Analysis of sampling pid 283 every 10.000000 milliseconds
Call graph:
268 Thread_100f
268 0x20200b8
268 0x1023444
268 0x202063c
268 0x20f382c
268 0x592c90
268 SendEventToEventTarget
268 SendEventToEventTargetInternal(OpaqueEventRef*,
OpaqueEventTargetRef*, HandlerCallRec*)
268 DispatchEventToHandlers(EventTargetRec*,
OpaqueEventRef*, HandlerCallRec*)
268
ToolboxEventDispatcherHandler(OpaqueEventHandlerCallRef*, OpaqueEventRef*,
void*)
268 SendEventToEventTargetWithOptions
268
SendEventToEventTargetInternal(OpaqueEventRef*, OpaqueEventTargetRef*,
HandlerCallRec*)
268 DispatchEventToHandlers(EventTargetRec*,
OpaqueEventRef*, HandlerCallRec*)
268 0x57870c
268 0x578808
268 0x294e354
268 0x204281c
268 AEProcessAppleEvent
268 aeProcessAppleEvent
268
dispatchEventAndSendReply(AEDesc const*, AEDesc*)
268 aeDispatchAppleEvent(AEDesc
const*, AEDesc*, unsigned long, unsigned char*)
268 0x590ce0
268 SendEventToEventTarget
268
SendEventToEventTargetInternal(OpaqueEventRef*, OpaqueEventTargetRef*,
HandlerCallRec*)
268
DispatchEventToHandlers(EventTargetRec*, OpaqueEventRef*, HandlerCallRec*)
268 0x590db4
268 0x591034
268
InvokeAEEventHandlerUPP
268 0x28493b8
268 0x2135b50
268
0x2137574
268
0x20aa840
268
0x259619c
268
0x2596888
268
0x2596dec

268 0x2596e98

268 0x2597220

268 0x26037c4

268 0x215b35c

268 0x215d9e4

268 0x2161de0

268 0x2163860

268 0x216532c

268 0x21678bc

268 0x2168120

268 0x20bc5d0

268 0x40891c

268 0x408d98

268 0x41283c

268 0x40aa0c

268 0x413720

268 0x413c70

268 0x20fbd58

268 0x2151048

268 0x21514dc

268 0x215184c

268 0x21518c4

268 0x21519a8

268 0x1063a94

268 0x1063d88

268 ATSUDirectGetLayoutDataArrayPtrFromTextLayout

268 TTextLineLayout::EnsureLayoutIsUpToDate(unsigned long, unsigned char,
unsigned long, TATSUGlyphRecordArray**)

268 ZNSt15underflow_errorD0Ev.eh

268 ATSULayoutGlyphs(TATSUGlyphRecordArray*, ATSLineLayoutLineParams*, long,
ATSUTab const*, unsigned long, __CFString const*, unsigned short const*,
unsigned long, unsigned long)

268 LayoutGlyphs(ATSGlyphVector*, ATSLineLayoutLineParams*, long)

268 LLCLayoutText

268 _eLLCLayoutText

268 InvokeLayoutCallback

268 0x1052340

268 0x1063f78

268 ATSUGlyphGetIdealMetrics

268 LLCStyleInfoSynthesizeStrikeDescription

268 _eLLCStyleInfoSynthesizeStrikeDescription

268 _eFOFindFontObjectFromID

268 AssureDBGenerationSynched

268 TSReaderToWriter

268 pthread_cond_wait

268 semaphore_wait_signal_trap

268 semaphore_wait_signal_trap
268 Thread_1103
268 _pthread_body
268 MerpUnregisterCFMFragment
268 mach_msg
268 mach_msg_trap
268 mach_msg_trap
268 Thread_1203
268 _pthread_body
268 PrivateMPEntryPoint
268 _MP_CFMTaskProc
268 0x6a958c
268 0x6a93a8
268 0x7488c4
268 FWaitForConnection
268 accept
268 accept
268 Thread_1303
268 _pthread_body
268 PrivateMPEntryPoint
268 _MP_CFMTaskProc
268 0x6a9af8
268 MPWaitOnSemaphore
268 pthread_cond_timedwait_relative_np
268 semaphore_timedwait_signal_trap
268 semaphore_timedwait_signal_trap
268 Thread_1403
268 _pthread_body
268 PrivateMPEntryPoint
268 TFSNotificationTask::FSNotificationTaskProc(void*)
268 kevent
268 kevent
268 Thread_1503
268 _pthread_body
268 PrivateMPEntryPoint
268 TNodeSyncTask::SyncTaskProc(void*)
268 MPWaitOnQueue
268 pthread_cond_wait
268 semaphore_wait_signal_trap
268 semaphore_wait_signal_trap
268 Thread_1603
268 _pthread_body
268 __CFSocketManager
268 select
268 select

Total number in stack (recursive counted multiple, when >=5):
6 _pthread_body

Sort by top of stack, same collapsed (when >= 5):
semaphore_wait_signal_trap 536
accept 268
kevent 268
mach_msg_trap 268
select 268
semaphore_timedwait_signal_trap 268
Sample analysis of process 283 written to file /dev/stdout
Sampling process 283 each 10 msecs 300 times

 

[Marc Bizer]

Hi Marc,

This JUST happened to me, so here is the stuff I got from Activity
Monitor. The first is what shows up in the "Open Files and Ports"
section, then, separated by a "- - -" are the results of a "Sample". I
hope this helps!

Yup. You both are seeing the problem. The next time it happens, try this:

1) Launch Font Book, pick a font, and disable it ( Edit Menu, Disable
.... ).
2) Re-enable to go back to normal. However, as soon as the font is
disabled, Word should no longer be hung.

Let us know if it works.

--Marc

 

[Cotty Chubb]

Boy, am I having this problem.

Pick ANY font to disable?
Or one of the fonts in the hung document?

Sounds weird but I'll try it on the next hang.

C.

 

[Marc Bizer]

Boy, am I having this problem.

Pick ANY font to disable?

I believe that ANY font should work. But you can also try a font in the
document, if there's no effect. Note: I tried both, and it didn't work
for me. :-(

--Marc