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Major problem with Excel and Word 2010 hanging when opening files

Posted on 2011-02-22
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Last Modified: 2012-05-11
I have experienced this same problem with several of my clients. All the clients are using Office 2010 (32 bit) with Windows 7 (64bit) and in an SBS 2008 environment. They are using different antivirus and in some cases, I have even experienced the problem while AV is disabled. Here is the problem:

The user opens up a Word or Excel document and a dialog box pops up saying "downloading" with the file name. The address bar starts to crawl from left to right and eventually, after at least 5 minutes, the file opens. In some cases, the file doesn't open at all. Either a system reboot or some other major closing of applications resolves the problem. I have even seen this problem happen to ME although not very often. One thing I have noticed is that most if not all of the files have been xls or doc files and not their 2007-2010 equivalents. This should not matter but that is something I noticed. I am quite certain it is related to Windows 7.

This is a major problem for me and in fact, I may lose a customer because of it. We have changed PCs, changed user profiles, changed cabling, disabled AV, checked logs (nothing much there), ran additional logging, and still no resolution.

Please help if you have any thoughts. I have had 3 different technicians look at this so this is not a simple problem.
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Question by:RationalBus
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Expert Comment

by:ded9
ID: 34951836
Dont worry it sounds like a simple problem.

Lets take word.Launch word in safe mode.

Word safe mode
1. Click Start
2. Click Run
3. In the runbox type: winword /safe
4. Click OK or press Enter
5. Word will open with (Safe Mode) in the title bar

If everything works fine then the problem is caused by unwanted addin. Disable addin from options. Same for excel.

Try it.

Ded9
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by:ded9
ID: 34951866
Also can check this kb article from microsoft

http://support.microsoft.com/kb/921541



Ded9
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Accepted Solution

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RationalBus earned 0 total points
ID: 35043240
Okay, I finally have had a chance to fully test the solution. This is it and I can't believe this has taken months for Microsoft to assist us in finding the solution. I have posted on this forum many times and no one has ever come up with the answer. We have spent at least 25 hours over several months looking for it. I was about to lose a customer becasue of it. FInally, here it is. Tested on two computers exhibiting the problem. SOLVED. This is the anser. All other suggestions are just the standard suggestions that we always see when people have issues with Office.

http://support.microsoft.com/kb/982860

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Author Closing Comment

by:RationalBus
ID: 35106985
I had to accept my own answer as the solution becasue I did not find the answer from this forum. We found it by working with Microsoft. I am merely posting it here for completeness.
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