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Microsoft Word/PowerPoint crashing when idle

Hey all -

Having an interesting problem that I hope I can accurately describe for you.

I recently did a deployment (using SCCM 2007) of Windows 7, Office 2010 and a few other programs (those are the three I think are involved which is why I'm mentioning them) to about 300 computers.

I have just been informed of, and am currently studying a problem that has to do with Microsoft Office 2010.  Whenever I go to open up Word 2010 the program stays open for 10-15 seconds and then encounters an error and closes. The strange thing is that if I type any thing or move the mouse in the window, it doesn't crash. It's only when the application is "idle" for any period of time that it crashes.  When I try to open up PowerPoint 2010, it doesn't even get that far, I just see the splash screen and then it crashes.
Another interesting thing is that excel works just fine, doesn't crash, I can open/safe files just fine.

If I do a manual install of Windows 7 and Office 2010 (with the ISO that I used to create the image in SCCM and the same installer I used to install Office on the computers), I don't get this problem.

After I noticed the problem happening I installed all available Windows and Office updates (including both Windows 7 and Office 2010 SP1) to no avail.

I work at a school and the teachers are coming back next week and the students the week after so your prompt assistance is definitely appreciated!!

Thanks,
Kyle
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ded9
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Might be addin issue...launch word in no addin mode and then check.


winword /safe


Ded9
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A few other notes:

I've already tried running word in safe mode
I've repaired the installation
I've uninstalled and reinstalled the whole Office Suite
Put the computer in clean boot mode and then check

Clean boot process

Start-type - msconfig- click on startup tab- click disable all...then click services tab- put a check on hide all microsoft services ...and then click disable all....click ok and then restart the computer in normal mode.

If everything works fine in clean boot then enable five startup items and services at a time to find the faulty software.

Launch the word in clean boot mode and check.



Ded9
By clean boot mode do you mean safe mode?
no i have mentioned the steps on how to do clean boot

You need to launch msconfig.and follow the steps above.dont miss any step.


Ded9
Right, I did the clean boot, there are no startup programs or non-MS services running and i tried booting word normally and in safe mode and it still crashes
I think  by safe mode u mean no addin mode is that right.

Did u try this command

winword /safe.


u have mentioned excel works fine with the /safe command...did u try it with word.


Ded9
Also, The Microsoft Office Event Logs are empty..
winword /safe is no addin mode? then yes that's what i mean. and excel works fine with or without the /safe switch
Are u able to launch the program when logged in locally...i mean not connected to doamin


Ded9
No - I disconnected from the network and it still crashed. I'm assuming you don't mean unjoining it from the domain?
Restart the computer and login locally ...u will get an option on logon ..do not login to domian.


Ded9
Do you have a licensing server to validate the key of the Office install or have you manually activated these online?   Excel launches its addins after its already loaded the app whereas the others in the suite load the addins as part of the launch process.   Alos each time you launch office, it will query validation on the license.   When it crashes, what is the event id in the application event log?
Will restart the computer now - but to answer your question before I do, I used the OCT and imported a MAK key into the installer. It activates fine (if i go into the options it says it's activated)
Logging on locally worked.... So what does that mean?
do you have a roaming profile?  does this issue occur under other domain logins or just your own?  do you have appdata redirection and policies for office applied?
If login locally work then might be some group policy issue.


Ded9
No roaming profiles, this issue occurs with more than just my domain login, and there are no appdata redirection or policies for office applied.
Word, at least, only crashes if i'm not moving my mouse or typing.. is there some action that goes on behind the scenes when there is no activity?
what customizations did you add to the office OCT?
do you get an event log for it in the application events?
I suppose saying that "I" used the OCT wasn't entirely truthful. The OCT was used to import the serial number, but it was done by my predecessor and i'm not sure exactly what they did. and there are no logs in the microsoft office section of the event viewer
dont look in the microsoft office section.  look in the main application event log.
This was in the Windows Logs > Application section, however


Log Name:      Application
Source:        Application Error
Date:          8/11/2011 1:24:34 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      SJASLCART-095.sja.local
Description:
Faulting application name: WINWORD.EXE, version: 14.0.6024.1000, time stamp: 0x4d83e310
Faulting module name: x2utilFL.dll, version: 5185.1900.0.0, time stamp: 0x4c9bd3ff
Exception code: 0xc0000005
Fault offset: 0x0006a233
Faulting process id: 0x830
Faulting application start time: 0x01cc584b79ef972e
Faulting application path: C:\PROGRA~1\MICROS~1\Office14\WINWORD.EXE
Faulting module path: C:\Windows\system32\spool\DRIVERS\W32X86\3\x2utilFL.dll
Report Id: c7840d5e-c43e-11e0-98c7-001eecf1d464
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2011-08-11T17:24:34.000000000Z" />
    <EventRecordID>1664</EventRecordID>
    <Channel>Application</Channel>
    <Computer>SJASLCART-095.sja.local</Computer>
    <Security />
  </System>
  <EventData>
    <Data>WINWORD.EXE</Data>
    <Data>14.0.6024.1000</Data>
    <Data>4d83e310</Data>
    <Data>x2utilFL.dll</Data>
    <Data>5185.1900.0.0</Data>
    <Data>4c9bd3ff</Data>
    <Data>c0000005</Data>
    <Data>0006a233</Data>
    <Data>830</Data>
    <Data>01cc584b79ef972e</Data>
    <Data>C:\PROGRA~1\MICROS~1\Office14\WINWORD.EXE</Data>
    <Data>C:\Windows\system32\spool\DRIVERS\W32X86\3\x2utilFL.dll</Data>
    <Data>c7840d5e-c43e-11e0-98c7-001eecf1d464</Data>
  </EventData>
</Event>
This also (pertaining to licensing)


Log Name:      Application
Source:        Office Software Protection Platform Service
Date:          8/11/2011 1:18:00 PM
Event ID:      1003
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      SJASLCART-095.sja.local
Description:
The Software Protection service has completed licensing status check.
Application Id=59a52881-a989-479d-af46-f275c6370663
Licensing Status=
1: 191301d3-a579-428c-b0c7-d7988500f9e3, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
2: 6f327760-8c5c-417c-9b61-836a98287e0c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
3: fdf3ecb9-b56f-43b2-a9b8-1b48b6bae1a7, 1, 1 [(0 [0x00000000, 1, 0], [(?)(?)( 1 0x00000000 30 0 msft:rm/algorithm/hwid/4.0 0x00000000 0)(?)(?)(?)])(1 )(2 )]


Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Office Software Protection Platform Service" />
    <EventID Qualifiers="16384">1003</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2011-08-11T17:18:00.000000000Z" />
    <EventRecordID>1659</EventRecordID>
    <Channel>Application</Channel>
    <Computer>SJASLCART-095.sja.local</Computer>
    <Security />
  </System>
  <EventData>
    <Data>59a52881-a989-479d-af46-f275c6370663</Data>
    <Data>
1: 191301d3-a579-428c-b0c7-d7988500f9e3, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
2: 6f327760-8c5c-417c-9b61-836a98287e0c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]
3: fdf3ecb9-b56f-43b2-a9b8-1b48b6bae1a7, 1, 1 [(0 [0x00000000, 1, 0], [(?)(?)( 1 0x00000000 30 0 msft:rm/algorithm/hwid/4.0 0x00000000 0)(?)(?)(?)])(1 )(2 )]

</Data>
  </EventData>
</Event>
it say the faulty module is x2utilFL.dll...did u check this file.


Ded9
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Kezzi
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Right click on this file x2utilFL.dll  check proprites...check the manufacturer.


Ded9
I uninstalled the Xerox printers from the computer and word is now opening perfectly. However PowerPoint still crashes during the splash screen (even in no addins mode)
is there an event log for powerpoint in the application log?
x2utilFL.dll Properties

File Version: 5185.1900.0.0
Product Name: Xerox Print Driver
PowerPoint event log:


Log Name:      Application
Source:        Application Error
Date:          8/11/2011 1:43:52 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      SJASLCART-095.sja.local
Description:
Faulting application name: POWERPNT.EXE, version: 14.0.6009.1000, time stamp: 0x4cc1a4ed
Faulting module name: KERNELBASE.dll, version: 6.1.7601.17651, time stamp: 0x4e2111c0
Exception code: 0xe0000002
Fault offset: 0x0000d36f
Faulting process id: 0xb7c
Faulting application start time: 0x01cc584e3bf568ae
Faulting application path: C:\PROGRA~1\MICROS~1\Office14\POWERPNT.EXE
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: 79f862d4-c441-11e0-98c7-001eecf1d464
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2011-08-11T17:43:52.000000000Z" />
    <EventRecordID>1687</EventRecordID>
    <Channel>Application</Channel>
    <Computer>SJASLCART-095.sja.local</Computer>
    <Security />
  </System>
  <EventData>
    <Data>POWERPNT.EXE</Data>
    <Data>14.0.6009.1000</Data>
    <Data>4cc1a4ed</Data>
    <Data>KERNELBASE.dll</Data>
    <Data>6.1.7601.17651</Data>
    <Data>4e2111c0</Data>
    <Data>e0000002</Data>
    <Data>0000d36f</Data>
    <Data>b7c</Data>
    <Data>01cc584e3bf568ae</Data>
    <Data>C:\PROGRA~1\MICROS~1\Office14\POWERPNT.EXE</Data>
    <Data>C:\Windows\system32\KERNELBASE.dll</Data>
    <Data>79f862d4-c441-11e0-98c7-001eecf1d464</Data>
  </EventData>
</Event>
ok that ones a little trickier.  it could be profile corruption.  are you running this on a MAC by any chance?
Nope - HP laptop running windows 7. It's happening with multiple users though, what would corrupt both profiles?
ok try this:
open regedit.exe and navigate to HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Powerpoint\Addins  

rename the addin key to addins_old.  do the same for HKEY_CURRENT_USER as well.

Powerpoint safe mode does not disable addons so this is the best way to avoid them launching.
If this works, then we can start drilling down into each of the addins enabling them one at a time to find the one causing the issue.
Did u restart the computer after removing the driver...search for this file  x2utilFL.dll  and delete them.



Ded9
you can also try this:  disable your bluetooth on the laptop.  This fixed the issue for another user.
@Kezzi - The key I found was HKLM\Software\Microsoft\Office\14.0\PowerPoint\DLL Addins. Is this the key you were talking about?
The computer doesn't have a bluetooth card installed. It does have an IR port and Biometrics scanner but I disabled both of those to no avail
no.  its is not under the 14.0 key.

Software\Microsoft\Office\PowerPoint\Addins  
renaming DLL Addins to DLL Addins_old did nothing
most HP laptops have bluetooth built into the motherboard so how old are your laptops?
Not really sure, but I can't find any bluetooth radio's in the device manager..
There is no Office/PowerPoint key, the only place PowerPoint exists is in Office/14.0/PowerPoint
ok then its problably not caused by that.  did you find the location i specified in the registry?
also, dont forget to rename that dll one to remove the _old.
in both current user and local machine areas?
Did u restart the computer after renaming the key.


Ded9
the Addins key was in the HKCU section, I renamed it to Addins_old and nothing happened...
@Ded9 - no, will do that now
and it doesnt launch under safe mode either?  
after changing the registry key and restarting, powerpoint still wont open (in regular or safe mode)
and what if you log onto windows in safe mode?
also, try creating a new user account and logging on with that and see if you have the same issues.  also try giving it local admin rights as well to see if that helps.
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Also the powerpoint log points to processor id Faulting process id: 0xb7c  launch task manager...click view -click columns - put a check on pid - check process tab- for 0xb7c or b7c  id...check which file is associated with that id.



Ded9
Please ignore my previous comments it will not work.


Ded9
Try reinstalling office and make sure u have the latest service pack installed.


Ded9
deleting x2utilFL.dll and repairing my copy of office worked. Thank you! Now I have another question. As I mentioned previously, I deployed Office to over 250 computers. Is there any way to fix this without doing this on every single computer?
Yes it is possible just remove the driver from your image file.


Ded9
Sorry its already deployed so a batch script might work.


Ded9
I understand that will prevent this problem from happening on future installs, but what about the machines that have already been imaged?/
Create a batch file to uninstall printer and repair office...reboot is required



Ded9
I don't mean to be a pain but how would the batch script repair office? would it just run the office installer?
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According to this article silent repair is recommended.


Ded9