Word Locks up in Windows 7, delete profile to fix it?

MOPSC
MOPSC used Ask the Experts™
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We are currently working towards Windows 7 deployment from Windows XP, and at the same time upgrading from Office 2003.  We are using Windows Deployment / MDT to push the OS to the computers, as well as installing Office 2007, Adobe Reader 9.3.x, Symantec Endpoint Protection and Flash Player via task sequences.  We've done the testing over 50 times as we adjust settings, and have done a number of actual builds for test users that seem to be working flawlessly.  However, we have some users that just randomly have the exact same issue:  when they go to open Word, it locks up...then gives you the "trying to recover" prompt.  Once it does that, it's pretty much hosed.  You can reboot the machine all you want, but any time you click on Word it gives the same issues.  All of the other programs in the suite work fine (Professional +).  It has happened if you do it before anything else, and it's happened once you finish setting up a profile...no real rhyme or reason to when it breaks as far as we can tell, but it's always Word that does it.  We've found that deleting the user profile tends to fix this, but it seems like this is band-aid solution and we'd rather figure out why it's actually happening.  Does anybody know of any reason why this might be happening, or have any suggestions as to something we could try to fix the problem?  It is annoying because it may work just fine in testing...setting up their profile, then once they get back to their desk, (or for external users, back home!) then it breaks and we have to start all over.  Thanks for any assistance you can offer.
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
On a test machine, make sure of the following:

1. Open Outlook -> Tools -> Trust Center -> Privacy Options -> check the box that says download a file ...
2. Again in Outlook -> Help -> Office Diagnostics and run the diagnostics. Does that come up with anything?
3. Try a full uninstall of Office, restart and reinstall. This time do not do typical, but a full install (except for any languages and proofing tools you don't need).

I would try number 3 as a change to your build if you have not already done so. I assume you are doing a fresh install in this deployment as it is not possible to upgrade from XP except by fresh install (per Microsoft).

Check this test machine to see what add-ins are installed in Word. I have only basic add-ins in my machine.

I have what you have above working reliably and smoothly with no lockups.

... Thinkpads_User

Author

Commented:
Ok, just had it happen again on a machine, I tried suggestion 1 and 2, but no luck.  I wonder if possibly setting "download a file" before it breaks would help?  Can try that on a new machine I guess.  I hate to have to uninstall and reinstall the software (for everybody) as that kind of defeats the purpose of our automation...but we'll try it on the broken one, at least then it could point to something wrong with our task sequence package in MDT.  And yes, fresh install from the ground up.  New laptops, fresh OS, fresh Office.  Did you use the Office Customization tool on your setup at all?  We have adjusted a few things on ours using that...just as a point of difference between a working system and non-working system.  Thanks for your help!  Let me know if you have any other suggestions, i'll post back once the reinstall is complete and it has been opened/tested a number of times.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I discovered (some time into Office 2007) that checking that setting merely enables Office Diagnostics to run properly. I don't think it does anything else, so it should not hurt to use it. Yes, I would myself try uninstall/reinstall on a broken one to see what that brings.

I have just a few machines, so they are pushed out like yours. In that we are quite different. But I have learned over time to do full installs of Office. Also look at the add-ins - I only have 5 active add-ins in Word (Adobe, Outlook and Snag-It).

... Thinkpads_User
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Author

Commented:
Uninstalled the software, rebooted, reinstalled...and still gives the same prompt when opening Word. :(

To turn off the Addins in Word do you go in through Outlook as well?  Trust Center > Addins > click  "apply settings" box and select disbled?  I obviously can't get into word to look about Addins in there, but assuming those settings are set in Outlook?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Hmmm.  You should not have to go to Outlook to manage Add-ins in Word. You do that directrly in Word. Just to be clear, the process for add-ins is different in Word:  Office button -> Word Options -> Add-ins. Is that disbabled? It should not be. When you say you "obviously" can't get into Word, did I miss something/

... Thinkpads_User

Author

Commented:
Well when i go to open Word, that's where it gives me the issue that says "trying to recover" and do you want to fix the problem, etc... but won't open.  If i delete the profile and go back in, it then works...sometimes.  On some users it doesn't seem to be an issue, at least yet, but i'm thinking as they use it more, eventually it'll do this too as the more we mess with it, the more it seems to fail. :/  It really surprised me when reinstall didn't fix it, but it must be saving something somewhere i guess...or somethign else on the laptop is holding it back.  We do have bitlocker enabled...i can't imagine why that would prevent it, but something to note.  We also have Symantec running/installed...i've tried disabling it to see if the error is still there, and it still fails.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I do not use bitlocker (not part of Windows 7 Pro, I don't think), but I do have Symantec Endpoint Protection running (V11 MR5 because MR6 has a bug in 64-bit Windows 7).

I am not sure what else, but I have found Word to be smooth on my own machines (which are not a lot different that yours in terms of software).

For uninstall on a problem machine, try Windows Install Cleanup to uninstall to see if that removes more stuff.

... Thinkpads_User

Author

Commented:
Yeah, we're using the same version as you on SEP...
I have installed Windows 7 and Office 2007 from CD on my PC awhile back (early testing before MDT deployment), and i've never had an issue...so i'm guessing it's something with this new setup, i've just got no idea at what level the problem is occurring.  

We'll give the Cleanup tool a go and get back with you, thanks for the suggestions. :)
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Hello MOPSC - Also try to start Word in Safe Mode. Safe Mode is winword /a . Here is a more descriptive link:

http://wordprocessing.about.com/od/troubleshootin1/qt/safemode.htm

There are other links about safe mode, but this is something I would try during your testing.

.... Thinkpads_User
GrahamSkanRetired
Top Expert 2012

Commented:
You might like to try the steps in this Microsoft article.

http://support.microsoft.com/kb/921541/en-gb
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I went back and reviewed, and since you are doing a fresh install on these machines with your setup, it probably is something in that setup. I don't see the reason either at this point. You might look at the normal.dot file in a problem machine and see if it got damaged.

... Thinkpads_User
Commented:
Well, we found the issue!  It apparently was an old Dell 5100 PCL print driver causing the issue (for whatever reason).  We put a different/newer driver on, works great...take a PC that's having the issue and uninstall the old driver, works like a charm.  Not sure why but glad it's fixed.  Thanks for the ideas to try, everyone.

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