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

Posted on 2011-04-25
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?
Question by:sandboxtech

    Assisted Solution

    Some other things I've done:

    Reset all permissions on the program files\Office directory to give full permission to domain admins and domain users.
    Ran Office repair.
    Enabled All add-ins
    Ran in safe mode
    Opened in Wordpad (which technically works but has all the formatting in ASCII)
    Opened on another machine that it works on, saved and reopened on the non-working machine (same exact issue still)
    Opened and saved as a .docx file (same issue still freezes)
    LVL 23

    Expert Comment

    by:Brian Gee
    Are the Application Logs available with any error codes to begin researching with?

    Author Comment

    App log only shows:


       [ Name]  Office Software Protection Platform Service
      - EventID 1003

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

    LVL 4

    Expert Comment

    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.


    Accepted Solution

    So I bit the bullet and called Microsoft support. After an hour and 45 mins of troubleshooting (they are really good tho expensive) we nailed it down to two known issues, although both rare.

    First we disabled protected view in the Trust Center Settings. (first 3 check boxes). When these are enabled and not functioning properly, it will treat .doc files as unknown files and give the error message that the file is corrupt/unknown format. He said there currently is now hotfix for this yet and that 'We recommend you use this protection' but I said I don't care as long as it works.

    This allowed us to see the second issue which generated a USP10.dll error in the app log. This does have a hotfix kb2459114 fullfilex86glb. This issue fixes the font substitution in documents with fonts not installed on the computer/not found properly by Word.

    Disabled Protected View & Font replacement fix... How annoying.

    Author Comment

    This is how it was fixed.

    Author Comment

    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.
    LVL 6

    Expert Comment

    Create a new file in Word and then try again.

    Author Closing Comment

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

    Write Comment

    Please enter a first name

    Please enter a last name

    We will never share this with anyone.

    Featured Post

    How your wiki can always stay up-to-date

    Quip doubles as a “living” wiki and a project management tool that evolves with your organization. As you finish projects in Quip, the work remains, easily accessible to all team members, new and old.
    - Increase transparency
    - Onboard new hires faster
    - Access from mobile/offline

    Learn more about the importance of email disclaimers with our top 10 email disclaimer DOs and DON’Ts.
    Email signatures have numerous marketing benefits. Here are 8 top reasons to turn your email signature into a marketing channel.
    Get people started with the process of using Access VBA to control Outlook using automation, Microsoft Access can control other applications. An example is the ability to programmatically talk to Microsoft Outlook. Using automation, an Access applic…
    Office 365 is currently available in five editions. Three of them are for business use: Office 365 Business Essentials, Office 365 Business, and Office 365 Business Premium. Two of them are for home/personal use: Office 365 Home and Office 365 Perso…

    779 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

    20 Experts available now in Live!

    Get 1:1 Help Now