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Word/Outlook crashing on older documents / random e-mails

sandboxtech
sandboxtech asked
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Last Modified: 2012-05-11
We have 4 Windows 7 professional machines crashing on what seem to be random word .doc documents and random e-mails. One of these machines was formatted and reinstalled with Win7 and a different version of Office 2010 Plus but after 4-5 days, the same exact problem arose again.

The version of Office that was originally instaled on all 4 non-working workstations(Lenovo ThinkCentre Core 2 Duo) was also put on an HP Pavillion laptop(Win7 home), Lenovo ThinkPad(Win7 pro) and an IBM Laptop(XP Pro) and all work fine. These other workstations are not used as often as the non-working ones with word/outlook/excel/access, but since the problem resurfaced after being formatted and reinstalled, it seems that there is a macro/add-in/whatever causing this freezing issue to occur.

I've disabled all add-ins/COM/everything in Word on the workstation and had it run Word in compatibility mode with XP SP3 and run as administrator(I am logging in as domain admin) and none of it has helped. These 4 users heavily use mail merges, access, excel, word and outlook.

I've been all through this computer for going into the double digit hours on it and really have not seen why this is even happening. These word documents are literally just a memo/resume with no macros, no add-ins, no logos, no weird fonts. They only thing I've been able to see that they have in common is that they are .doc files. Any ideas?
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Top Expert 2011

Commented:
Are the Application Logs available with any error codes to begin researching with?

Author

Commented:
App log only shows:

Provider

   [ Name]  Office Software Protection Platform Service
 
  - EventID 1003

   [ Qualifiers]  16384
 
The Software Protection service has completed licensing status check.


Commented:
Even when add-ins are uninstalled or disabled, they may be still causing trouble.  I might be a good idea to check with this tool.  It's a non-install program: just download it an run it.  It might reveal some hidden problem with add-ins.

AddInSpy.exe: http://archive.msdn.microsoft.com/AddInSpy/Release/ProjectReleases.aspx?ReleaseId=1584
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Author

Commented:
This is how it was fixed.

Author

Commented:
So this hotfix worked on one machine, but 3 others still had the freezing issue with Outlook. After some googling... Turns out if you have this problem, delete the font Helvetica. All 3 machines no longer freeze in Outlook.

Commented:
Create a new normal.dot file in Word and then try again.

Author

Commented:
I don't know if you can just download the hotfix, you might have to request it from Microsoft support.
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