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Powerpoint 2002 (XP) crashes

Posted on 2011-09-06
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Last Modified: 2012-05-12
I am having issues with one user running Windows XP and office 2002 (XP).

When opening powerpoint files it crashes and logs errors with ntdll.dll which allow the software to re-start but crashes when you open another files.
I have tried:
1. Detect & Rapair
2. Fully updated both Windows and office
3. removed office, restarted, deleted any reference to office and reinstalled.
4. Ran SFC /scannow - al clear

I know this is not a file issue as the file opens fine on other computers and thie problem happens with other documents for the same user. I have also found this happens to all users on this machine so is not a profile issue.

I have searched in here and google and the range of answers is vast - any new thoughts are much appreciated.
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Question by:cmlbaete
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by:garycase
ID: 36488997
Does the system otherwise run fine?    Have you run a thorough scan for viruses and malware?

When you "... removed office, restarted, deleted any reference to office ..."   but BEFORE you "reinstalled" Office, does the system run fine?     When happens if you try to open a Powerpoint file at that point?   [It should simply say it can't open it -- but not crash.]

IF everything is fine at that point, what happens if you do NOT reinstall Office, but instead install the free PowerPoint viewer?  http://www.microsoft.com/download/en/details.aspx?id=13

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by:cmlbaete
ID: 36489231
The system is fine otherwise - before and after the reload.  I have run a virus scan and all is clean.
When using the powerpoint viewer it works fine.


I have also attached a screenshot for the error logged in Event viewer.
PPT-error.jpg
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Expert Comment

by:Echo_S
ID: 36490305
I would guess it's an add-in issue.

You can find out which add-ins are running in PPT using the utility listed at http://www.pptfaq.com/FAQ00655.htm

Disable all the add-ins and then see if PPT starts behaving as it should. If so, you can enable the add-ins one at a time until you can isolate the problem add-in.
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Expert Comment

by:garycase
ID: 36491555
Have you applied all Office XP updates (notably SP3) to it BEFORE attempting to open any PPT files?
[Use the full file version here: http://www.microsoft.com/download/en/details.aspx?id=23334 ]
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Author Comment

by:cmlbaete
ID: 36513440
Yes applied all Service packs and office updates. There are no addins for this user.

I think I am gonig to bite the bullet and reload the workstation but thank you for your post.
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by:cmlbaete
ID: 36528083
UPDATE:

I have completely re-installed the O/s and office with all updates and still getting the crash. I have installed the office 2007 fileformatconverter.exe.

Still having the problem with it crashing, wondering if anyone has any thoughts?
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Author Comment

by:cmlbaete
ID: 36528102
Screenshot of error
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Expert Comment

by:garycase
ID: 36529294
Clearly there's some corruption in the registry and isn't resolved with a simple reinstall.    A good registry cleaner (I.E. JV16 PowerTools) MAY resolve this -- completely uninstall Office before running it ... or you may need to reinstall XP and reload the system to get this working.  [The free version is certainly worth trying:  http://www.macecraft.com/powertoolslite2011/ ]

An alternative is to install a newer version of Office ... which would not use the same registry data.  [That's why the PowerPoint viewer works fine]
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cmlbaete earned 0 total points
ID: 36904176
As above I had re-installed the whole system and still not resolved the fault. It has also been doing this on other workstations. We are now in the process of upgrading to Office 2010 which should resolve this issue.
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Author Closing Comment

by:cmlbaete
ID: 36935190
This was a horrible problem as a full re-install didn't resolve this issue. Buying office 2010 should bring us all upto the same level and help with imcompatibility with old software.
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