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Slow opening word documents

Posted on 2008-10-14
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Last Modified: 2012-06-27
My client is running office 2003 on a toshiba notebook. It is an XP pro computer and is fully patched. Our problem is that when opening word docs the system pauses for upto 30 seconds with running virus scan on the bottom bar. If we disable the AVG program we have the same issue. I have unredistered the dll and we get the same issue. We have down graded him from office 2007 which had the same issue. If we have word open in the background the docs open up fine. Can anyone help?

Cheers Simon
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Question by:leehewson
7 Comments
 
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Expert Comment

by:jazzIIIlove
ID: 22711930
Please send hijackthis log...

http://www.trendsecure.com/portal/en-US/tools/security_tools/hijackthis

Do not yet fix anything just send us the report...

Best regards...
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Author Comment

by:leehewson
ID: 22712098
Hi jazzIIIlove

Thanks for the quick response. Here is the hijack this log as per your request. I forgot to mention that files are slow to open from both the desktop and network drives.

Cheers Simon

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 16:10:23, on 14/10/2008
Platform: Windows XP SP3 (WinNT 5.01.2600)
MSIE: Internet Explorer v7.00 (7.00.6000.16705)
Boot mode: Normal

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\spoolsv.exe
C:\WINDOWS\system32\agrsmsvc.exe
C:\PROGRA~1\Grisoft\AVG7\avgamsvr.exe
C:\PROGRA~1\Grisoft\AVG7\avgupsvc.exe
C:\WINDOWS\avgagent.exe
C:\Program Files\TOSHIBA\ConfigFree\CFSvcs.exe
C:\Program Files\LogMeIn\x86\RaMaint.exe
C:\Program Files\LogMeIn\x86\LogMeIn.exe
C:\Program Files\LogMeIn\x86\LMIGuardian.exe
C:\Program Files\Common Files\Microsoft Shared\VS7DEBUG\MDM.EXE
C:\WINDOWS\System32\svchost.exe
C:\PROGRA~1\SAAZOD\SAAZDPMACTL.EXE
C:\PROGRA~1\SAAZOD\SAAZRemoteSupport.exe
C:\PROGRA~1\SAAZOD\SAAZServerPlus.exe
C:\PROGRA~1\SAAZOD\SAAZWatchDog.exe
C:\WINDOWS\system32\svchost.exe
C:\Program Files\Toshiba\TOSHIBA Applet\TAPPSRV.exe
C:\WINDOWS\system32\TODDSrv.exe
c:\Program Files\Toshiba\Bluetooth Toshiba Stack\TosBtSrv.exe
C:\WINDOWS\system32\wscntfy.exe
C:\WINDOWS\Explorer.EXE
C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
C:\Program Files\Toshiba\Toshiba Applet\thotkey.exe
C:\WINDOWS\system32\igfxtray.exe
C:\Program Files\Synaptics\SynTP\SynToshiba.exe
C:\WINDOWS\system32\hkcmd.exe
C:\PROGRA~1\Grisoft\AVG7\avgcc.exe
C:\Program Files\LogMeIn\x86\LogMeInSystray.exe
C:\Program Files\MagicMus\MulMouse.exe
C:\WINDOWS\system32\ctfmon.exe
C:\Program Files\Toshiba\Bluetooth Toshiba Stack\TosBtMng.exe
C:\Program Files\LogMeIn\x86\LMIGuardian.exe
C:\Program Files\MagicMus\MagicWl.exe
c:\Program Files\Toshiba\Bluetooth Toshiba Stack\TosA2dp.exe
c:\Program Files\Toshiba\Bluetooth Toshiba Stack\TosBtHid.exe
c:\Program Files\Toshiba\Bluetooth Toshiba Stack\TosBtHsp.exe
c:\Program Files\Toshiba\Bluetooth Toshiba Stack\TosAVRC.exe
c:\Program Files\Toshiba\Bluetooth Toshiba Stack\tosOBEX.exe
c:\Program Files\Toshiba\Bluetooth Toshiba Stack\tosBtProc.exe
C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE
C:\Program Files\LogMeIn\x86\LogMeIn.exe
C:\Program Files\LogMeIn\x86\LMIGuardian.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://companyweb
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = http://www.google.co.uk
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://companyweb
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://companyweb
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/?LinkId=69157
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Window Title = Windows Internet Explorer provided by Meller Limited
O2 - BHO: Adobe PDF Reader Link Helper - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - c:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: SSVHelper Class - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O4 - HKLM\..\Run: [SynTPEnh] C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
O4 - HKLM\..\Run: [ITSecMng] %ProgramFiles%\TOSHIBA\Bluetooth Toshiba Stack\ItSecMng.exe /START
O4 - HKLM\..\Run: [THotkey] C:\Program Files\Toshiba\Toshiba Applet\thotkey.exe
O4 - HKLM\..\Run: [Alcmtr] ALCMTR.EXE
O4 - HKLM\..\Run: [IgfxTray] C:\WINDOWS\system32\igfxtray.exe
O4 - HKLM\..\Run: [HotKeysCmds] C:\WINDOWS\system32\hkcmd.exe
O4 - HKLM\..\Run: [AVG7_CC] C:\PROGRA~1\Grisoft\AVG7\avgcc.exe /STARTUP
O4 - HKLM\..\Run: [LogMeIn GUI] "C:\Program Files\LogMeIn\x86\LogMeInSystray.exe"
O4 - HKLM\..\Run: [VersatoMs] C:\Program Files\MagicMus\MulMouse.exe
O4 - HKCU\..\Run: [ctfmon.exe] C:\WINDOWS\system32\CTFMON.EXE
O4 - HKUS\S-1-5-21-2345134392-59213487-994409445-500\..\Run: [TOSCDSPD] C:\Program Files\TOSHIBA\TOSCDSPD\toscdspd.exe (User 'administrator')
O4 - HKUS\S-1-5-18\..\Run: [CTFMON.EXE] C:\WINDOWS\system32\CTFMON.EXE (User 'SYSTEM')
O4 - HKUS\.DEFAULT\..\Run: [CTFMON.EXE] C:\WINDOWS\system32\CTFMON.EXE (User 'Default user')
O4 - Global Startup: Bluetooth Manager.lnk = ?
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\OFFICE11\EXCEL.EXE/3000
O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\OFFICE11\REFIEBAR.DLL
O9 - Extra button: (no name) - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra 'Tools' menuitem: @xpsp3res.dll,-20001 - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O14 - IERESET.INF: START_PAGE_URL=http://companyweb
O16 - DPF: {6414512B-B978-451D-A0D8-FCFDF33E833C} (WUWebControl Class) - http://www.update.microsoft.com/microsoftupdate/v6/V5Controls/en/x86/client/wuweb_site.cab?1222270211583
O16 - DPF: {6E32070A-766D-4EE6-879C-DC1FA91D2FC3} (MUWebControl Class) - http://update.microsoft.com/microsoftupdate/v6/V5Controls/en/x86/client/muweb_site.cab?1222270364873
O17 - HKLM\System\CCS\Services\Tcpip\Parameters: Domain = MELLER.local
O17 - HKLM\Software\..\Telephony: DomainName = MELLER.local
O17 - HKLM\System\CS1\Services\Tcpip\Parameters: Domain = MELLER.local
O17 - HKLM\System\CS2\Services\Tcpip\Parameters: Domain = MELLER.local
O23 - Service: Agere Modem Call Progress Audio (AgereModemAudio) - Agere Systems - C:\WINDOWS\system32\agrsmsvc.exe
O23 - Service: AVG7 Alert Manager Server (Avg7Alrt) - GRISOFT, s.r.o. - C:\PROGRA~1\Grisoft\AVG7\avgamsvr.exe
O23 - Service: AVG7 Update Service (Avg7UpdSvc) - GRISOFT, s.r.o. - C:\PROGRA~1\Grisoft\AVG7\avgupsvc.exe
O23 - Service: AVG7 Remote Support Service (AvgAgent) (avgagent) - Unknown owner - avgagent.exe (file missing)
O23 - Service: ConfigFree Service (CFSvcs) - TOSHIBA CORPORATION - C:\Program Files\TOSHIBA\ConfigFree\CFSvcs.exe
O23 - Service: LogMeIn Maintenance Service (LMIMaint) - LogMeIn, Inc. - C:\Program Files\LogMeIn\x86\RaMaint.exe
O23 - Service: LogMeIn - LogMeIn, Inc. - C:\Program Files\LogMeIn\x86\LogMeIn.exe
O23 - Service: SAAZDPMACTL - Zenith Infotech Ltd - C:\PROGRA~1\SAAZOD\\SAAZDPMACTL.EXE
O23 - Service: SAAZRemoteSupport - Zenith Infotech Ltd - C:\PROGRA~1\SAAZOD\\SAAZRemoteSupport.exe
O23 - Service: SAAZServerPlus - Zenith Infotech Ltd - C:\PROGRA~1\SAAZOD\\SAAZServerPlus.exe
O23 - Service: SAAZWatchDog - Unknown owner - C:\PROGRA~1\SAAZOD\\SAAZWatchDog (file missing)
O23 - Service: TOSHIBA Application Service (TAPPSRV) - TOSHIBA Corp. - C:\Program Files\Toshiba\TOSHIBA Applet\TAPPSRV.exe
O23 - Service: TOSHIBA Optical Disc Drive Service (TODDSrv) - TOSHIBA Corporation - C:\WINDOWS\system32\TODDSrv.exe
O23 - Service: TOSHIBA Bluetooth Service - TOSHIBA CORPORATION - c:\Program Files\Toshiba\Bluetooth Toshiba Stack\TosBtSrv.exe

--
End of file - 7709 bytes
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LVL 12

Expert Comment

by:jazzIIIlove
ID: 22713070
Hi there;

I checked the log...No suspicious thing i have seen..
Now:
C:\Documents and Settings\user name\Application Data\Microsoft\Templates

Rename normal.dot to normal.old
and now open word...

Best regards...
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Expert Comment

by:dopyiii
ID: 22716289
Is it just one (or a couple) of Word docs, or any word doc? Also, does it work in Word safe mode (start > run > type winword /a and hit enter)? If so, have a look at this:
http://howtotroubleshoot.blogspot.com/2007/08/how-to-clean-word.html
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Expert Comment

by:jazzIIIlove
ID: 22741367
yes or no?
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LVL 11

Expert Comment

by:Rob132332
ID: 22813861

Hi - try to clear your Outlook cache folder.  Here are some directions:
To do that in Win XP, you'll have to trace the path of C:\Documents and Settings\<username>\Local Settings\Temporary Internet Files.  Just simply clearing the Temp Int Files does not clear the OLK folder.  
Another problem is that the OLK folder is super hidden, and won't automatically show up in the Temporary Internet Files folder if you trace it in Windows Explorer.  You will be able to get to the OLK folder by going to Start, Run, and typing %temp% in the run window, and then trace the path noted above.
 
In Vista, the path is different.  The Outlook Temp folder is located at:
 C:\Users\username\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.Outlook\

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dopyiii earned 500 total points
ID: 22815227
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