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Cannot open Word files when working offline

Posted on 2011-02-23
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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?
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Question by:rutaliet
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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?

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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.
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by:cbur2107
ID: 34965463
What version of word?  Patch level?
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Author Comment

by:rutaliet
ID: 34965480
2003 SP3
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Expert Comment

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

by:cbur2107
ID: 34965494
AntiVirus?
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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.
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Author Comment

by:rutaliet
ID: 34965509
We use Sophos anti-virus.  Not sure why it would allow Excel and not Word though.
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cbur2107 earned 2000 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....
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Expert Comment

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

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