Word XP Crashes on Save

[Karen]

I've inherited maintenance on a template that is proving to be a real
nightmare for me. My apologies if this is lengthy...

We were running Word 97 on Windows NT. Over the summer we converted
to Word 2002 (SP 2) and Windows XP pro. I converted the network
templates along with it, and for the most part, they have been fine.
The one that is giving us trouble basically takes user input, creates
a document, saves it to our document management system, prints it out
to the default printer, protects it, and sends an e-mail with the new
document number (yikes). All of a sudden after the conversion, some
users started getting "Word has encountered a problem and needs to
close" errors. It wasn't consistent - some people had problems and
others didn't, and those who did didn't have problems all the time. I
checked to make sure that no one had installed any updates to Office
or to the OS and there were none. We have replaced the Normal.dot,
removed the document management system integration to Word, removed
all add in templates, rebuilt profiles, all to no avail. I eventually
traced this down to the second of two ActiveDocument.Save statements.
I removed the first one, and that resolved it for some people,
temporarily. (Although after the template saves the document, if the
person then tries to File->save it crashes out)

However, even that was not consistent, so I rebuilt the entire thing
in XP from scratch. This seemed to help with most people, BUT...it
seems that when our highest volume user doesn't have her own template
it begins crashing more frequently. Also, in any attempt to re-save
the document still causes a crash. This worked fine in 97, and all of
our network templates are marked as read-only. Help?

Any input as to what may be causing this would be greatly
appreciated...

K

 

[steam3801]

I've inherited maintenance on a template that is proving to be a real
nightmare for me. My apologies if this is lengthy...

We were running Word 97 on Windows NT. Over the summer we converted
to Word 2002 (SP 2) and Windows XP pro. I converted the network
templates along with it, and for the most part, they have been fine.
The one that is giving us trouble basically takes user input, creates
a document, saves it to our document management system, prints it out
to the default printer, protects it, and sends an e-mail with the new
document number (yikes). All of a sudden after the conversion, some
users started getting "Word has encountered a problem and needs to
close" errors. It wasn't consistent - some people had problems and
others didn't, and those who did didn't have problems all the time. I
checked to make sure that no one had installed any updates to Office
or to the OS and there were none. We have replaced the Normal.dot,
removed the document management system integration to Word, removed
all add in templates, rebuilt profiles, all to no avail. I eventually
traced this down to the second of two ActiveDocument.Save statements.
I removed the first one, and that resolved it for some people,
temporarily. (Although after the template saves the document, if the
person then tries to File->save it crashes out)

However, even that was not consistent, so I rebuilt the entire thing
in XP from scratch. This seemed to help with most people, BUT...it
seems that when our highest volume user doesn't have her own template
it begins crashing more frequently. Also, in any attempt to re-save
the document still causes a crash. This worked fine in 97, and all of
our network templates are marked as read-only. Help?

Any input as to what may be causing this would be greatly
appreciated...

K

Is the NAV suggestion in previous posts relevant??

You know it makes sense.
steam3801

 

[Karen]

I'm sorry I should have included that in the original post - we've
never used NAV but we do use Sophos AV.

K

 

[Karen]

One thing I have noticed while testing this over the past week or so -
most of the problems appear to happen on the second save of the
document, regardless how it occurs. For instance, if there are two
"activedocument.save" statements somewhere in the code, Word crashes
on the second one. However, if you remove one statement, and save the
document manually on exit, the document crashes then as well. I'm not
sure what to make of this...