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Office 2007 / Outlook - problem with NormalEmail.dotm

Posted on 2007-11-26
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Last Modified: 2011-06-15
A colleague's recently bought a new home PC (XP operating system) with Office 2007 installed on it.  He has been using Outlook successfully for a number of weeks but is now having problems with it.

He's reporting that, when opened, Outlook now presents him with the following error message:

"Outlook has detected a problem with the existing NormalEmail.dotm.
Would you like to create a new NormalEmail.dotm?"

Whether he responds yes or no, Outlook then freezes (or so I am told).

Is thare a known solution for this problem and can someone explain what is actually happening?
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Question by:Beamson
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callieman earned 125 total points
ID: 20350801
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by:Beamson
ID: 31410991
In the end, this was not the exact solution but provided enough clues for the user to sort it out.
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Expert Comment

by:vhapugsea1
ID: 35970789
Find the target path of the where the "NormalEmail.dotm" is located. For us it is on the network drive that is specific to the user. example for network: \\server\drive\user\CONFIG\TEMPLATE. Inside the template folder is where you should find the "NormalEmail.dotm" somewhere near the bottom. The error states that it is still open or in use, if you scroll back up a little yous hould see the same file but greyed out with the "wave" letting you know that it is in fact still "open" just delete this file, have the user log off then back in, issue should be resolved, oh and also remind them to not stay logged in to multiple PC's at one time.
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by:Beamson
ID: 35973064
Thanks - the "logged onto two PCs at the same time" is probably quite relevant to these users.  Should the problem arise again, I'll follow your suggestions.
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