Word unexpectly quits, only certain users on machine

[Andy Aspaas]

We're in a multiuser environment, and a few of the users of one
particular machine say Word unexpectedly quits on launch every time. I
tried removing and reinstalling office on that machine, but the
problem remains. Here's a crash log from one. Any help would be
appreciated.


Date/Time: 2003-09-29 13:14:01 -0500
OS Version: 10.2.8 (Build 6R65)
Host: carbonyl.chem.umn.edu

Command: Microsoft Word
PID: 626

Exception: EXC_BAD_ACCESS (0x0001)
Codes: KERN_PROTECTION_FAILURE (0x0002) at 0x00000000

Thread 0 Crashed:
#0 0x03db3718 in 0x3db3718
#1 0x03ca36c8 in 0x3ca36c8
#2 0x03caad40 in 0x3caad40
#3 0x03caaaa4 in 0x3caaaa4
#4 0x03bb6394 in 0x3bb6394
#5 0x03bb4b20 in 0x3bb4b20
#6 0x03b282c4 in 0x3b282c4
#7 0x03b26054 in 0x3b26054
#8 0x03b479ec in 0x3b479ec
#9 0x006ccc0c in 0x6ccc0c
#10 0x006cd00c in 0x6cd00c
#11 0x006ceb6c in 0x6ceb6c
#12 0x006ee43c in 0x6ee43c
#13 0x00635874 in 0x635874
#14 0x00628928 in 0x628928
#15 0x0377af6c in 0x377af6c
#16 0x037c8080 in 0x37c8080
#17 0x037c7254 in 0x37c7254
#18 0x037c732c in 0x37c732c
#19 0x037c77f4 in 0x37c77f4
#20 0x0064e4c8 in 0x64e4c8
#21 0x003236bc in 0x3236bc
#22 0x0034c4d0 in 0x34c4d0
#23 0x0034c428 in 0x34c428
#24 0x0034c3c4 in 0x34c3c4
#25 0x00349ef8 in 0x349ef8
#26 0x003497b4 in 0x3497b4
#27 0x00349648 in 0x349648
#28 0x00e3c5bc in 0xe3c5bc
#29 0x90163230 in __CFRunLoopDoTimer
#30 0x90148d28 in __CFRunLoopRun
#31 0x90180f58 in CFRunLoopRunSpecific
#32 0x969a3b70 in RunCurrentEventLoopInMode
#33 0x969b3b00 in ReceiveNextEventCommon
#34 0x96a05090 in ReceiveNextEventInMode
#35 0x00e34240 in 0xe34240
#36 0x00309de0 in 0x309de0
#37 0x0024d1e0 in 0x24d1e0
#38 0x00f87954 in 0xf87954
#39 0x0024cc28 in 0x24cc28

Thread 1:
#0 0x90073ba8 in mach_msg_trap
#1 0x90005ed0 in mach_msg
#2 0x9022a720 in SwitchContexts
#3 0x90224fc8 in YieldToThread
#4 0x90243128 in SetThreadState
#5 0x9026d948 in SetThreadStateEndCritical
#6 0x037cb460 in 0x37cb460
#7 0x037c9f98 in 0x37c9f98
#8 0x037c9e7c in 0x37c9e7c
#9 0x037ca2ac in 0x37ca2ac
#10 0x037cb7e8 in 0x37cb7e8
#11 0x9023bba8 in CooperativeThread
#12 0x90020c28 in _pthread_body

Thread 2:
#0 0x90042588 in semaphore_timedwait_signal_trap
#1 0x9003e7b4 in _pthread_cond_wait
#2 0x90233198 in TSWaitOnSemaphoreCommon
#3 0x9023bf78 in TimerThread
#4 0x90020c28 in _pthread_body

PPC Thread State:
srr0: 0x03db3718 srr1: 0x0000f030 vrsave: 0x00000000
xer: 0x20000000 lr: 0x03da1708 ctr: 0x9005e1f8 mq: 0x00000000
r0: 0x03da16f4 r1: 0xbfffd370 r2: 0x04056000 r3: 0x0407b818
r4: 0x0407b816 r5: 0xfffffffe r6: 0x00000001 r7: 0x03a4cfe0
r8: 0x00086010 r9: 0xa0220a00 r10: 0x00086290 r11: 0xa00044b0
r12: 0x9005e1f8 r13: 0x00000000 r14: 0x00000000 r15: 0x00000001
r16: 0x00000000 r17: 0x00000000 r18: 0x039c3584 r19: 0x00000000
r20: 0x00000000 r21: 0x00000000 r22: 0x04093876 r23: 0x04092ef8
r24: 0x03dbe688 r25: 0x03a4b4f0 r26: 0x04093876 r27: 0x04093876
r28: 0xbfffd520 r29: 0x04093668 r30: 0x0407b818 r31: 0x00000000

 

[Beth Rosengard]

Hi Andy,

Please always state your OS and Office/Word version numbers when posting. I
see that you're in OS 10.2.8 but have you updated Office/Word to at least
10.1.2 (not to speak of 10.1.4 and 10.1.5)?

None of us can read crash logs so posting them here doesn't help I'm afraid.
However, crash on launch problems are often due to font conflicts. See if
you can find help here:
<http://www.mvps.org/word/FAQs/WordMac/WordXTroubleshooting.htm>

If you're using Safari, you may have to switch to Internet Explorer to
access this site.

--
Beth Rosengard
Mac MVP

Mac Word FAQ: <http://www.mvps.org/word/FAQs/WordMac/index.htm>
Entourage Help Page: <http://www.entourage.mvps.org/toc.html>

 

[Andy Aspaas]

Thanks for your reply, Beth. The Mac is all up to date, running OS X
10.2.8 and Office 10.1.5. Sorry I forgot to add that.

Andy

 

[Andy Aspaas]

Is that true? I saw a thread a while back where a MS person asked a
poster to put up a crash log, I imagine it would provide useful
information to somebody...

Andy

 

[Beth Rosengard]

Hi Andy,

Sorry! By none of "us", I meant we regular newsgroup readers and MVPs.
Occasionally an MS person will drop by one of these newsgroups and
occasionally he will ask for a crash log. It doesn't happen very often.

So, for the most part, it doesn't do any good to post crash logs and, as a
general rule, if someone wants one they'll ask for it.

--
Beth Rosengard
Mac MVP

Mac Word FAQ: <http://www.mvps.org/word/FAQs/WordMac/index.htm>
Entourage Help Page: <http://www.entourage.mvps.org/toc.html>

 

[John McGhie [MVP]]

Hi Andy:

Yes, it is true. The crash log from a beta version of the software contains
labelled instructions that make it semi-human-readable. This extra code
slows the program down a lot, so it is removed from production versions of
the software before Release to Manufacture.

The only way to read a crash log from a production version is if you happen
to be the Microsoft software engineer who compiled the production version.
You can then load the crash log into the compiler and the compiler's
Integrated Development Environment can then link back from the object code
(which you are running) to the source code, and thus identify the
instructions that were being executed when the failure happened.

Humans can't do it.

As Beth says, this problem is either bad .plist files or bad fonts. The
website gives you a procedure to step through to identify and correct them.
Note that a re-install does nothing unless you first run the Office Remover
application, because a standard install leaves untouched any existing files.
Which is why the website exhorts you to work slowly and carefully through
the procedure: it's written as carefully as we could to make sure it gets to
the problem eventually, but each step depends on the previous ones.

Oh: One we don't mention there is "Repair File Permissions". Run Disk
Utility and repair permissions (you can only repair the boot drive, but it
is well worth it when you have a cranky box with no obvious cause...)

Hope this helps


This responds to article <[email protected]>,

Is that true? I saw a thread a while back where a MS person asked a
poster to put up a crash log, I imagine it would provide useful
information to somebody...

Andy

--
All Spam and attachments blocked by Microsoft Entourage for Mac OS X. Please
post replies to the newsgroup to maintain the thread.

John McGhie, Microsoft MVP: Word for Macintosh and Word for Windows
Consultant Technical Writer <[email protected]>
+61 4 1209 1410; Sydney, Australia: GMT + 10 hrs