Outlook 2002 and MS Word crashes when replying to AOL addresses!

Posted on 2006-03-30
Last Modified: 2010-10-05
I have a single user that when she clicks on reply to ANY AOL address, her Outlook and Word crashes. I found an exact same problem on Experts Exchange, but it did not have a resolution: "aol and outlook semi crashes windows, someone help?"

She does uses Word as default editor and it is a requirement to do so.

Question by:goknows
    LVL 17

    Accepted Solution


    As a temporary solution when this happens, you should access Task manager (CTRL+ALT+DELETE) and under Processes look for the name winword.exe under Image Name column. Right click and end process. Wait a while and after clicking image name again if winword is there end task until a message appears on screen saying the word cannot be accessed and the default editor would be used. I know that you stated using word is a requirement above but just in case.

    Secondly, visit and download all the service packs for Office 2002. Install them on the pc and you issue will be rectified.

    Best regards.

    Author Comment

    Thank you for your reply. All of the latest patches have been applied. During the crash it seems that Word recovers and then you can safely close it, but Outlook still hangs and can not be recovered.

    It seems like an identical problem as the other post.

    Does anyone has any details? What is so special about a message from AOL?

    Please help. Thank you.
    LVL 17

    Expert Comment

    just to be certain, In outlook 2002 set the Mail format for use as plain text / rich text / HTML and disable the use of Word as editor.

    Then reply an email from AOL. Does the symptoms persist?

    Had this issue a while back with both AOL and Yahoo. The emails were ok in the preview pane. The moment we pressed reply or forward the whole system froze.

    Without Word as email editor, there was no issue. The Yahoo emails formatting was not correctly identified by word. same with AOL. We were using Office 2000. There was a specific update issued by Microsoft on this. Unfortunately it may not work for you.

    Check with MS support for an Office 2002 / Outlook 2002 patch for AOL emails. It may work.

    You could also try rerunning the office 2002 service packs. I had to do so once or twice.

    Author Comment

    I figured it out!!!

    It was EMAIL.DOT which got corrupted. I closed all the applications, renamed the file and it was all working again.

    Thank you to everyone for your help.


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