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How do I get this normal.dot file error to stop?

Posted on 2008-10-09
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Last Modified: 2012-05-05
Only on 4 of the machines within the network does this error occur.  It occurs on shutdown and when closing word.  It tells me that normal.dot file is in use by another user and then asks me to save the file normal template.  This has become very tedious when shutting down computers as it takes about 4 clicks to finally get word to stop acting up.  This user is used on all of these workstations and when it tells me the path of the normal.dot its referring to the server file for this user.

I have tried all these steps:

http://support.microsoft.com/kb/291352/en-us

http://www.experts-exchange.com/Applications/MS_Office/Word/Q_20893134.html (except registry editing, don't want to do that until last resort)

No viruses found.  No add-ins, no symantec installs.  Tried doing MSUPDATE to office service pack 3 but it failed because it said I didn't have the office install cd (I'm trying this remotely).  


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Question by:jdroger2
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7 Comments
 
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Expert Comment

by:dfxdeimos
ID: 22683456
What A/V do these workstations have installed?
I got this from searching the web, it worked perfectly to solve the problem.  My sincere apologies to the provider of the solution, I lost the link and the credits (took me 2 hours to find the solution with tons of open web pages and somehow lost it), it went something like this:

It has to do with your current or older Norton/Symantec Antivirus plugin that is/was on your computer, so search your entire C: drive for the file "officeav.dll" then click "Start" then "Run" and use the following command to remove the bug from the registry (your path may be different):

regsvr32 /u "C:\Program Files\Norton AntiVirus\officeav.dll"

Snafaru
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Expert Comment

by:dfxdeimos
ID: 22683461
That is quote from the EE thread you listed BTW.
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Author Comment

by:jdroger2
ID: 22686193
They use Trend Micro Anti-Virus.  This is why I stated that I have already taken all those steps in those 2 threads.  No evidence of an officeav.dll although I did not make sure that hidden system files and folders were available.  Is it a possibility that I may have missed it due to that?
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Author Comment

by:jdroger2
ID: 22686334
Also I'm not sure if this is of any concern but we have word running on these 4 workstations and just word viewer on the server so that it is compatible with one of our network applications that needs word.

Thanks,
Chase
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dfxdeimos earned 500 total points
ID: 22688636
Yes, I would check again with system and hidden folders visible.
Have you tried uninstalling word, using the cleanup tool, then re-installing?
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Author Comment

by:jdroger2
ID: 22688827
No I have not,  I will try that as a next step after the search.
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Author Closing Comment

by:jdroger2
ID: 31504771
Thank you for your help.
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