Solved

Cannot open Word files when working offline

Posted on 2011-02-23
12
938 Views
Last Modified: 2012-05-11
We are redirecting a user's MyDocuments to their home folder on the network using Group Policy.  Offline files is also enabled.  
The redirection is working just fine.
Offline file synchronization also seems to be working just fine - no errors.

We have one issue however - when the users are working offline, they can open any files except Word files.  Excel files open, can be modified and saved.  PDF files open.  However, whenever a Word file is opened, the machine essentially hangs and the only recourse is to manually power off the machine.

Initially, when trying to open PDF files, we were getting an "Access Denied" error.  I then implemented the folder security as specified in Microsoft KB 27443.  This fixed the PDF issue.  However, still cannot open Word documents.

I have reset the offline file cache numerous times using CTRL+Shift+Delete.

The PC's are XP SP3.  The server is Windows 2003 R2 SP2.

What is different about Word files and why does opening them lock up the machine when working offline?
How can this be fixed?
0
Comment
Question by:rutaliet
  • 6
  • 6
12 Comments
 
LVL 1

Expert Comment

by:cbur2107
ID: 34965239
It is my understanding that the offline files reside on the local hard drive anyway, so as long as the syncronization is setup properly the server shouldnt have anything to do with it.

What about other files on the machine that are WORD, that arent offline files - do they work?

0
 

Author Comment

by:rutaliet
ID: 34965415
Yes, everything else works fine.  I would not have thought that the server had anything to do it with but it does, based on my PDF file experience.
At first, they would not open when offline, but when I changed the server folder permissions, then they opened just fine.
Now, it's just Word.

Also, I put the user in the local administrators group to rule out any local permissions issue.

Weird huh?  but a major major issue for my laptop users.
0
 
LVL 1

Expert Comment

by:cbur2107
ID: 34965463
What version of word?  Patch level?
0
 

Author Comment

by:rutaliet
ID: 34965480
2003 SP3
0
 
LVL 1

Expert Comment

by:cbur2107
ID: 34965486
My next question would be if it is only ONE user, or all users accessing offline word files....?
0
 
LVL 1

Expert Comment

by:cbur2107
ID: 34965494
AntiVirus?
0
U.S. Department of Agriculture and Acronis Access

With the new era of mobile computing, smartphones and tablets, wireless communications and cloud services, the USDA sought to take advantage of a mobilized workforce and the blurring lines between personal and corporate computing resources.

 

Author Comment

by:rutaliet
ID: 34965503
All users. I first became aware of this when I received three reports from laptop users.  Then I set up a test environment in the lab and created a new user to test with on a clean freshly imaged laptop.
0
 

Author Comment

by:rutaliet
ID: 34965509
We use Sophos anti-virus.  Not sure why it would allow Excel and not Word though.
0
 
LVL 1

Accepted Solution

by:
cbur2107 earned 500 total points
ID: 34965518
See ths....

http://www.helpmesolve.it/entry/30/Sophos+antivirus+%2B+Offline+files+%2B+Microsoft+Word+%3D+Crash.html 

Try disabling the anti-virus and see if it works....apparently there is a bug in that anti-virus that causes this....
0
 
LVL 1

Expert Comment

by:cbur2107
ID: 34965527
Try disabling "on-write scanning"
0
 

Author Comment

by:rutaliet
ID: 34965528
Holy smokes !  I will test that.
0
 

Author Comment

by:rutaliet
ID: 34965815
I uninstalled Sophos from my test laptop and BINGO, I can open, modify and save WORD files now.
I will contact Sophos now to see what they advise to resolve this.


WOW, Thanks for pointing me in the right direction.  Really appreciate it !
0

Featured Post

Best Practices: Disaster Recovery Testing

Besides backup, any IT division should have a disaster recovery plan. You will find a few tips below relating to the development of such a plan and to what issues one should pay special attention in the course of backup planning.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Suggested Solutions

The new Microsoft OS looks great, is easier than ever to upgrade to, it is even free.  So what's the catch?  If you don't change the privacy settings, Microsoft will, in accordance with the (EULA) you clicked okay to without reading, collect all the…
Citrix XenApp, Internet Explorer 11 set to Enterprise Mode and using central hosted sites.xml file.
The view will learn how to download and install SIMTOOLS and FORMLIST into Excel, how to use SIMTOOLS to generate a Monte Carlo simulation of 30 sales calls, and how to calculate the conditional probability based on the results of the Monte Carlo …
The viewer will learn how to use the =DISCRINV command to create a discrete random variable, use this command to model a set of probabilities and outcomes in a Monte Carlo simulation, and learn how to find the standard deviation of a set of probabil…

932 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

18 Experts available now in Live!

Get 1:1 Help Now