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cover pages not available in Microsoft word 2010

Posted on 2012-04-06
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Last Modified: 2012-04-09
I have a laptop with Microsoft office 2010 installed that a customer brought to me that had multiple viruses & malware infections.  I installed avast antivirus, run a boot scan, installed malwarebytes and run another scan with that.   Now everything seems to work fine except in Microsoft word when I try to create a cover page there are no cover pages available and it claimed that no cover pages are available online either.  My customer pointed this out to me when she brought the laptop to me.  How can I fix this problem?
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Question by:beemmer
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12 Comments
 
LVL 95

Expert Comment

by:John Hurst
ID: 37818116
Do an Office Repair (Programs and Features, click on Office, select Change and then Repair). See if a repair restores the cover pages.

If not, uninstall Office, restart, then do a new Office Install (Full, not Typical), add Service Pack 1 and patch fully. That should restore the cover pages. ... Thinkpads_User
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Author Comment

by:beemmer
ID: 37818119
Okay, I will do that and let you know how i come out thanks a bunch
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Author Comment

by:beemmer
ID: 37818367
Neither running a repair nor uninstalling and re-installing fixed the problem.
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Author Comment

by:beemmer
ID: 37818525
I uninstalled and re-installed again, but that didn't help.  I run all updates, including service pack one (for windows 7) but nothing helps.  

All the cover pages, headers and footers are not available.
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LVL 95

Accepted Solution

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John Hurst earned 500 total points
ID: 37818889
>>> customer brought to me that had multiple viruses & malware infections

So the viruses and malware have hosed the machine completely. And then, when nothing works, you now need to re-install Windows on that machine. Office 2010 works fine, so if it will not install properly or completely, Windows has been corrupted.

.... Thinkpads_User
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Author Closing Comment

by:beemmer
ID: 37818990
I woke up this morning with this conclusion also.  I am going  to close this session out.  I want to thank you for helping me with this problem.
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LVL 95

Expert Comment

by:John Hurst
ID: 37818998
Thank you very much. I am always happy to help and was happy to assist you here. Good luck with the customer's machine. .... Thinkpads_User
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Author Comment

by:beemmer
ID: 37819596
I closed this out thinking my problem was solved, but I found out that it wasn't - After I wiped the drive clean, installed a fresh copy of windows 7 and then installed Mirosoft office 2010 I still do not have headers, footers and cover pages.  What do I do now?
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LVL 95

Expert Comment

by:John Hurst
ID: 37819635
That is strange.

Are you installing Office 2010 from a DVD? or from a Download? Perhaps the download is bad.
Is this Office 2010 Standard or Pro?  Home and Student may not have all the features.

I have Office 2010 Pro on Windows 7 Pro. When I open Word and go to the Insert Menu, Headers and Footers are there and work.

Word-2010-Headers-and-Footers
"Cover pages" is usually something I associate with Faxes and they are there. I checked the Templates folder with Windows Explorer and they are all there.

Word-2010-Templates
Check your install source to make sure if it good (not damaged) and also when you do an Office Install, I always choose Full, not Typical except for languages foreign to me.

The first question was broadly about viruses. This question is about Office and please do not hesitate to open a new question about Office 2010 (or Word 2010).

.... Thinkpads_User
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LVL 95

Expert Comment

by:John Hurst
ID: 37819656
Another thought:

For me, a format and re-install (client machines) normally clear up everything.

However, I have read that some rootkits can survive re-install. Accordingly, if you are not too far in, try deleting all partitions (there may be more than one) and then do a full format when you do the OS install.

... Thinkpads_User
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Author Comment

by:beemmer
ID: 37824230
Hello, Thinkpad_user

 Sorry I didn't get back any further.  It really baffled me why formating and re-installing the OS didn't fix the problem.  However, I did find out by doing some more research that by going to C:\Users\<User name>\AppData\Roaming\Microsoft\Document Building Blocks\1033\14 and deleting building blocks folder the problem was fixed.  

 Like you said though, I should have deleted all partitions and possibly even wrote all zeros to the hard drive.   Instead I used the recovery partition to save some time because the customer was in a hurry to get her laptop back.  

Anyway, everything seemed to work ok when the customer picked up her laptop.

Thanks for your help. I really appreciated it.
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LVL 95

Expert Comment

by:John Hurst
ID: 37824258
Thank you for the update, and I was pleased to continue to assist. ... Thinkpads_User
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