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cannot open folders in word 2003. cannot save files in word 2003

I have 2 independant customers who are having problems with word 2003 and the files system
problem 1) using word to open an  existing document - this can open word file , but trying to navigate into another folder in the "open file" dialog box causes the word application to hang.
using windows explorer to navigate to that folder and double clicking on the worddocument and wordwill open it.
I applied the latest service pack which corrected it for that user on the PC,b ut login on as another use and the same problem still exists - however when I try to apply the service pack again it says I have already done it , leaving me withte same problem.what local/user variables do I delete to allow word to open folders?

problem 2) anothe customer can open files, work on them, but when they try to save the document it hangs when accessing the filing system in the same way as problem one.

Help!!
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chilternPC
Asked:
chilternPC
1 Solution
 
bruintjeCommented:
Hello chilternPC,

this could be due to the latest security update from microsoft you can check this kb for explanation and fix
source: http://support.microsoft.com/?kbid=918165 

You can also try this (which is a quick way of doing what MS suggest):
1. Copy the following to the clipboard (it's all one line even if wrapped in your browser - paste into notepad and remove line breaks if necessary, and copy again)
2. Click Start, run
3. Paste into the dialogue box and hit return.

==Copy below here==
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
=Copy above here==

hope this helps a bit
bruintje
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camillemarlowCommented:
Me thinks the Normal.dot file is corrupt.  Do a search on the system drive (I can't remember exactly where it is stored off the top of my head.  If you can, then skip the search)  Grab a copy that you know is clean/working...Maybe from a fresh install on a test PC to be safe.  Copy it over the top of the corrupt one while word is closed and see how you go.

Alternatively to test if it is a security issue.  Add the user to the local administrator's group and see if that works.  It could be that they dont have modify permissions over a tiny *.ini file in the system32 folder.
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