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Andreas GieryicFlag for United States of America

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Faulting application winword.exe, version 12.0.6545.5000 - locks up the PC


End user has a newer Dell PC running XP Pro SP3
-      He’s running Microsoft Office 2007
-      He is consistently freezing up in WinWord. I have disabled the Antivirus and had asked him to not open up his “Dragon 10” and “Evernote” applications (these are microphone dictation programs this doctor uses to record his patients checkups) - to help narrow down why its locking up and/or crashing in WinWord
-      I have checked and ran all possible maintenance scenarios to confirm this PC is clean. I even performed a full RAM tester and hard drive test.
-      NOTE: the ironic thing is that this is a new PC that originally had Windows 7 running. WinWord crashed several times a day. I rebuilt it to XP Pro and it still has the same issues. The doctor had an older Dell PC running XP Pro prior to getting the new PC. It had the same symptoms. I’m sure it has to be one of the required applications that gets reinstalled that’s causing the issue.
-      I found several reasons for this, including several applications that use WinWord like Evernote and Dragon that could have made changes to the mapi32.dll file or could have been overwritten by these other application and must be fixed by executing c:\windows\system32\fixmapi.exe which will restore the original dll. I ran the executable.
-      Another option could be that the default template “normal.dot” could have been corrupted.
-      The doctor uses several templates that were created for his needs. Could it be one of them causing the issue

In Outlook, I removed several of the TrustCenter > Add-ins - to relieve any possibility that Outlook may have performance issues

Event Viewer is recording several of these errors when the PC locks up. I attached the Application log but had to rename the extension to allow this system to upload it. (please rename it back to .evt to view it)

Source: Microsoft Office 12
Event ID: 1000
Faulting application winword.exe, version 12.0.6545.5000, stamp 4c653e57, faulting module mso.dll, version 12.0.6545.5004, stamp 4c9344d2, debug? 0, fault address 0x00038968.

application-log.txt
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Sajid Shaik M
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try by installing servicepack 3 which is havin many bug fixes

all the best
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mattfazio

You can also try running a Microsoft Diagnostics by clicking on the Win Buttton>Word Options>Resources>Diagnose.  This will give you options to reset all the settings in Word or find and fix errors.  If something is corrupting the executable this may find it.
Was his profile migrated to this machine from the older one with the problem?

When it freezes, can you see anything out of the ordinary in the Task Manager/Process Explorer?
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ASKER

shaiksaj: are you referring to SP3 for XP (which is already installed per my post) or Office? I didnt know Office 2007 has SP3 out yet.

mattfazio: I already ran Microsoft Diagnostics several times already. It fixed a few small thingxs but made no difference

johnb6767: no profile migration. Taskmanager would say WinWord not responding. I'm familiar with Process Explorer. Are you saying run it after the WinWord freezes.

If you can, before it crashes... Then you can right click the process, and force a Memory Dump of the process... Might be able to see something in it..
Currently, I totally disabled the Panda Antivirus by disabling all related services in service manager - and then rebooting the PC. He says its been stable for 2 days. I'll watch it for another few days
sorry i mean to say sp2 office    The 2007 Microsoft Office Suite Service Pack 2

http://www.microsoft.com/downloads/en/details.aspx?FamilyId=B444BF18-79EA-46C6-8A81-9DB49B4AB6E5&displaylang=en

u can try this too.. update it and enable panda AV and test... see the logs...
Office 2007 SP2 is already installed. Where can I see the Office and/or WinWord logs when Winword crashes (if there is such a location)
Please try removing Your custom templates (*.dot files) from "C:\Documents and Settings\Username\Application Data\Microsoft\Templates" folder, they may be corrupted and can cause problems when launching MS Word. (don't forget to backup them of course). Please give any feedback after all. Than You!
I'll give this a try
Had the same problem on a WinXP system running Office 2007. Customer had a roaming Windows profile. So I logged in as admin then renamed both local and server copies to force Windows to create new profile. Manually moved his files, favorites, etc. into newly created profile. This resolved the problem for over a month or so, but then it returned.
Event Viewer>Application Log, youll see the logs.. Or, under the Microsoft Office logs.....
This seems to be a common problem.  I'm actually researching a solution at the moment (which is how I wound up here).  One of the solutions that I have seen recommended is:

1.      Close your Word program
2.      Go here from your regedit HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Word\
3.      Delete the 'Data' key

Lots of people appear to be having success with that solution.  I still don't know what the data key contains, so take this advice with a grain of salt.  I haven't checked out the details on this yet, but thought I would pass it along as a POSSIBLE solution.  Perhaps someone else here at EE may have more information.
ASKER CERTIFIED SOLUTION
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I'll look into the KB
I dont want to close out this question.
I just wrote 2 paragraphs of information stating how I resolved the issue with the help of "navigators" input - but this system kicked it out

In short, I uninstalled the Panda Antivirus program on this PC. It appears to have resolved the issue. To be protected, I installed "Microsoft Security Essentials". It appears to behave with WinWord

Thanks navigators: for your input
Please issue the points to navigators:
I just wrote 2 paragraphs of information stating how I resolved the issue with the help of "navigators" input - but this system kicked it out

In short, I uninstalled the Panda Antivirus program on this PC. It appears to have resolved the issue. To be protected, I installed "Microsoft Security Essentials". It appears to behave with WinWord

Thanks navigators: for your input
Please issue the points to navigators:
Thanks for your input