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Windows 7 freezes

Posted on 2010-08-21
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Last Modified: 2012-05-10
Hi,
An employee has a Lenovo ProBook laptop running Windows 7 Pro and office 2003 Pro. This computer belongs to a blind person that uses Jaws (screen reader) and every time she tries to save a document either in excel or word, it freezes for one minute or two then it responses. Since she is unable to see the screen, everything is command and tabs so there is no mouse involve. So her typical step: she goes to File  (alt+F) then she arrows down to Save As, after the Save As screen pops up, she tabs 4 times to reach the "Save in" pull down menu and then that is when it  freezes. It get stuck on Cancel.

Several thing that I have tried to resolve this:
-Updated Office 2003 with its latest updates
-Turn Jaws off
-Uninstall and reinstall office 2003
-Look at event view logs  and only error display is word not responding

Thank you so much for your time.
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Question by:CynthiaRey
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7 Comments
 
LVL 6

Expert Comment

by:dreamcomputer2000
ID: 33492712
Renaming verclsid.exe and killing any instances in task manager processes should take care of the problem.
Go to Start | Search.. | All files and folders, type verclsid.exe in the box and hit search. Once it's brought up, right click it, select Rename, change it's name to something like "verclsid_OLD1.exe"
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LVL 5

Expert Comment

by:Imran Saeed
ID: 33494211
Please follow the instruction here to solve this issue and bytheway its not related to JAWS as I have helped a lot of blind people to install this on XP, Vista and 7.

http://support.microsoft.com/kb/918165
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Author Comment

by:CynthiaRey
ID: 33497751
Thank you for the help, I will apply your suggestions tomorrow when I see her. I wil let you know how it turns out.
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LVL 6

Expert Comment

by:mismoboy
ID: 33503170
It can also be a plug-in or add-in that is causing the freeze.  Please disable all add-ins in Excel and Word and see if that fixes it.  If it does, you'll have to do trial and error by turning on each add-in one by one till you find the one that caused the freeze again.  Good Luck!
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Author Comment

by:CynthiaRey
ID: 33516059
I have updated the new version of security update 908531 and unfortunately that did not fix the problem. I also rename the verclsid.exe to something else, same results. I did not find any add-in installed or maybe I'm not looking in the right place. One thing  i've notice is that when I use Notepad it does not freezes at all. When I save in notepad, it saves it under documents instead of My Documents. I know they are the same folder but I wonder if that causing the problem.
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LVL 6

Expert Comment

by:mismoboy
ID: 33518004
Please create a new user account and log in and see if it still freezes; this is to simply see if we can isolate an user profile issue or not.  Then we will go from there.
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Accepted Solution

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CynthiaRey earned 0 total points
ID: 33578112
Thank you for all your replies but the user decided to upgrade to Office 2007.
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