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Word "Document Recovery" won't go away

Posted on 2011-04-19
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We have a terminal server running office 2003. Whenever users open MS Word for the first time for that session, it tries to recover 3 documents. One is the normal.dot template file, one is a file that word simply wont open, and the third opens just fine. However when I select to delete the files rather than recover them, it errors out. I've already removed the normal.dot file from the templates folder. Also deleted the resiliency key from the registry but every time a user logs off, then back in, the key is recreated, and those three files show up as needing to be recovered. Whenever you try to access the normal.dot from the recovery, it says that it cannot read the file and errors out...
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Question by:Timothy McCartney
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Expert Comment

by:greyknight17
ID: 35429798
It looks like you tried all the usual suspects without a solution. One user here seems to have resolved it by saving a new document using the same name as the corrupted file to the same folder and let it "recover" it from there. This somehow tricked the software.
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Author Comment

by:Timothy McCartney
ID: 35443373
That doesn't seem to have resolved my issue... I created documents and put them in the place of where the "recovered" ones should be. The document recovery prompt STILL comes up every other time word is opened and tries to recover those same three documents...
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Author Comment

by:Timothy McCartney
ID: 35491716
Through further investigation, it seems that word re-creates the Resiliency key in the registry every other time I open word. Upon opening, I get prompted for the three documents that "need to be recovered." When I check the registry, the key exists. Then, when I close word, it asks if I want to save the documents to view later, when I select NO, it gives me an error that the documents can't be found. And when I check the registry, the Resiliency key becomes unavailable and Errors out when You try to click on it: "Cannot open Resiliency: Error while opening key." When I close and reopen the registry, this key has disappeared. Then, when I open word a couple more times, the same exact issue occurs... I'm at a loss here. I would like to avoid having to reinstall office as best as possible, especially since I've read several threads for people who had similar problems that were not corrected after reinstalling the full suite.
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Expert Comment

by:OP_Zaharin
ID: 35500884
few options that i would suggest:
1. you can re-check for the AutoRecover file location by clicking on the Office button then click the "Word Options" button, choose "Advanced", scroll to the "General" section on the right hand pane and click on "File Locations" button. you will see the folder name being listed there, so check out the *.asd if its exist.
OR
-  under the same "Word Options" button, choose "Save". the location of the recovery files is stated there.

2.  un-select the auto save options in word, and exit word. then open word and see if it won't display the recovery document list. don't forget to select the auto-save document options on back for future recovery.

3. open the registry HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Word\Resiliency\
- there will be a key called "Document recovery", delete everything in this "Document recovery" key except "default". yes it will be created back but it should also remove the old recovery document. make sure all Word document is closed when doing this.

4. follow the normal recovery steps prepared by Microsoft on resetting Word options as follows. it might or might not corrected the problem: http://support.microsoft.com/kb/822005

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Author Comment

by:Timothy McCartney
ID: 35754553
I tried all of the above steps... None of it worked though... I'm hoping to avoid re-installing the entire office suite, but it's looking like that may be my only option. Any other ideas?
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Accepted Solution

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Timothy McCartney earned 0 total points
ID: 35769979
Located this: http://www.experts-exchange.com/Software/Office_Productivity/Office_Suites/MS_Office/Word/Q_22054723.html#a18555388

The accepted solution from the above link worked for me just fine. It turned out to be a registry issue.
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Expert Comment

by:OP_Zaharin
ID: 35770027
- i pointed you to the exact  HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Word\Resiliency\ key in the above, however in that solution it tell to delete the DisabledItems and Startup instead :)

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Author Closing Comment

by:Timothy McCartney
ID: 35807017
None of the recommended solutions in this thread worked for me. I finally located the above solution in a different thread.
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