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Any Office 2003 application freezes after clicking the drop down menu in the "Open File" dialog box.

Posted on 2006-04-19
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Last Modified: 2012-06-27
Hi, I'm troubleshooting a box with Windows XP Pro SP2 and Microsoft Office 2003 installed. Whenever I try to open a file from "File -> Open", the dialog box show up just fine, but when I click the down arrow button to show the rest of the drives, the application stops responding. I can click on the "My Computer" button on the left hand side just fine or the "My Documents" or "Network Places" buttons as well just fine, but when I click on the "My Recent Documents" button, it gives me the same problem. The application just freezes. The same thing happens in any Office application whether it be Word, Excel, Outlook, Infopath, etc....

I've tried doing a System Restore as well as uninstalling and reinstalling Office including uninstalling Office with Microsoft's uninstall utility which removes registry entries, etc. In the past when I've had this problem, it had to do with a Network drive not responding or some Network share not opening, however, I've deleted all mapped network drives and network shares and the problem still persists.

Also, it's not unique to this user profile. The same problem occurs under the Administrator account and all other profiles on this particular computer. I've also created a new profile and the problem persists on the new profile as well. Any help would be greatly appreciated, thanks!

~Jerris
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Question by:dscits
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by:byundt
ID: 16489775
Hi dscits,
Microsoft recently pushed a security update MS06-015 (908531) (http://www.microsoft.com/technet/security/bulletin/ms06-015.mspx) that conflicted with many models of HP scanners, cameras and printers. These HP products rely on a software package called Share-to-web, which Microsoft's update conflicts with. Side-effects are severe, including program freezes, an inability to follow a link you type into Internet Explorer, inability to open or save files in Office applications, inability to click the + sign while browsing My Documents or My Pictures. http://support.microsoft.com/?kbid=918165

The suggested fix is:
1) Log on to the computer with an account having administrator privileges
2) Launch Regedit from the Start...Run command line
3) Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Shell Extensions\Cached
   Right-click "Cached", point to New, click "DWORD Value", and then enter:
   {A4DF5659-0801-4A60-9607-1C48695EFDA9} {000214E6-0000-0000-C000-000000000046} 0x401
4) Set the Data of this value to 1
5) Close the Registry Editor
6) Reboot the computer

Or try the following shortcut:
1) Copy the following line to the clipboard (paste it into Notepad to remove line breaks if necessary)
REG ADD "HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Shell Extensions\Cached" /v "{A4DF5659-0801-4A60-9607-1C48695EFDA9} {000214E6-0000-0000-C000-000000000046} 0x401" /t REG_DWORD /d 1

2) Open the Start...Run menu item
3) Paste the instruction from step 1 into the resulting dialog box and hit return

Brad
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by:war1
ID: 16489794
Greetings, dscits !

A recent Internet Explorer Update may have caused the problem. Here is the fix.

http://support.microsoft.com/?kbid=918165


Best wishes!
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Accepted Solution

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dscits earned 0 total points
ID: 16489849
Thank you so much for your quick responses. Both were very much interesting and useful. I'm a little ashamed to say this, but I didn't restart the computer after I removed all of the network drives and shares. After rebooting, the problem was fixed. I'm giving the points to byundt because he was the first to responde.
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Expert Comment

by:marcofos
ID: 16510519
Turns out the problem actually does have to do with Microsoft patches. We have several users that had the same sympthoms and we removed the Micrisoft patch and good news .... problem fixed. The problem relies on a conflict between the update and HP Scanner software.

http://support.microsoft.com/?kbid=918165

Thank You All
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Expert Comment

by:byundt
ID: 16510726
marcofos,
I recommend doing the registry tweak. Microsoft didn't issue a security patch for no good reason--it is supposed to stop code from being executed on your machine if it is being controlled by someone at a remote location. Without the patch, a bad guy might be able to turn your computer into a Zombie.
Brad
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Expert Comment

by:marcofos
ID: 16510808
Thanks Brad, we tried the registry tweak unsuccesfully twice. Thats why we went ahead and removed the patch temporarily. Anyhow, we are going to install the patch do the registry tweak once again just to make sure...  

thank you
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Expert Comment

by:DSBONE
ID: 16564755
I had the same issue, the quickest way to resolve this is to remove the HP updater from your taskbar.  I simply right clicked and selected "CLOSE" to test this out.  All functions of Office 2003 returned to normal.  The weird think in my case is that it only affected the MS Office 2003 Suite, other applications seemed fine!  What needs to be done is remove this application from running on start-up.  This also fixes the problem and is much simpler than editing the Registry.
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Expert Comment

by:divinemc
ID: 20787407
Hi guys,

I have tried the fix suggested by byundt: but the reg key is already there so I have overwritten it, I also tried reinstalling udpdate  http://support.microsoft.com/?kbid=918165 but seems to be still be doing the same thing in any Office Application the drop down menu for the file open diaplog box just freezes up all the time, I have a Dell laptop so no need to for the HP Scanner thing, any suggestions I could try, I am all patched up with SP2.
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Expert Comment

by:divinemc
ID: 20787585
Hi guys,

I have tried the fix suggested by byundt: but the reg key is already there so I have overwritten it with his suggestion, I also tried reinstalling udpdate  http://support.microsoft.com/?kbid=918165 but seems to be still be doing the same thing in any Office Application the drop down menu for the file open diaplog box just freezes up all the time, I have a Dell laptop so no need to for the HP Scanner thing, any suggestions I could try, I am all patched up with SP2 and no obscure applications installated recently.
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by:byundt
ID: 20792112
divinemc,
I was going to suggest that you open a new question because this thread is only seen by participants--but you beat me to the punch at http:/Q_23126579.html   Thanks for taking the initiative!

In addition to the suggestions made in that thread, you may want to search for mapped drives and folders that don't exist any longer, or which may be off-line. These are frequently a cause of long delays, because Office applications allow a generous amount of time for each one to get resolved.

Brad
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