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IE8 Freezes When Opening Office Documents

Posted on 2013-01-09
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Last Modified: 2013-01-29
Hi all -

I recently got a new office laptop. Windows 7, with Office 2007 and IE8.

We have a SharePoint 2007 site. When I go to the site and try and edit an Excel or Word document, IE freezes.
This is the last thing I see:
Last thing I see
It's a very odd kind of freeze. I can't interact with the window. But I can right-click on the taskbar icon and open a new tab. But I can't do anything with that tab, as the IE interface is locked.

It's almost as if there is a Dialog Box that is open... but said dialog box is hidden somehow.

Our IT folks are stumped. I've repaired the Office installation several times. I've cleared every cache known to man. I've tried using my local draft folder. I've tried unchecking the local drafts box and using the web server drafts.

I should note... if I copy the document path, and go to File - Open in Excel and paste in the URL... the file opens no problem. I can check it out, etc. So I know it's not a connection or permissions error. No one else has any issues on their computers. I did not have any issues on my old computer.

The issue used to be intermittent. It is now pretty much all of the time.

I'm thinking the issue might have something to do with the SharePoint to Office connector thing. But I know nothing about that, so that's just a theory.

Any ideas?

Thanks!
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Question by:Castaway78
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20 Comments
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38760720
might it be a 64 bit windows machine and you use a 64 bit explorer ? if thats the case, please try the 32 bit version
0
 

Author Comment

by:Castaway78
ID: 38760728
I verified that I am using the 32 bit version of IE. (Office is 32 bit as well)
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38760949
is the file sitting in My Documents\SharePoint Drafts or any other docs in there ?
0
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Author Comment

by:Castaway78
ID: 38760973
I hadn't thought to check there.

I just checked, and yes... when I go to open the file, and the Use Local Drafts box is checked, the file does show up in the SharePoint Drafts folder. So it is downloading the file just fine.
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38761008
I suppose its no problem to open the file directly from that location?
So we can assume the office integration in IE is acting up.

ok, could you try :

find the extension mapping for the .docx or whatever it is you're trying to open
and disable the browse in same window

or

download the filetypesman from http://www.nirsoft.net/utils/file_types_manager.html
which gives you a bit more info then the options above.
doubleclick the extension of the file which you're trying to open and disable browser integration by checking the box at the 'Don’t open inside a Web browser window' option.
0
 

Author Comment

by:Castaway78
ID: 38761372
Correct... I can open the file directly from the drafts folder. Additionally, I can copy the file's original URL, and paste it into the File-Open dialog box and open the file that way just fine.  So yes, I agree, it has to be something with the IE/SharePoint/Office integration.

I tried the FileTypesMan program, and the "Don't open inside a web browser" option was already checked.
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38762897
maybe thats the issue, perhaps you need to uncheck that option
0
 

Author Comment

by:Castaway78
ID: 38763469
I tried unchecking it, didn't work either.

So, I've tried a few other things as well. One thing I noticed is that when IE freezes, it's almost as if there's an application modal dialog box, but without that box. And I know that SharePoint will pop up with the "some files can harm your computer" dialog box immediately after the Check Out box. So I was thinking maybe that dialog box was at fault, and was not showing properly.

So I tweaked my Trusted Sites settings to eliminate that dialog box. Unfortunately, IE still freezes.

I'm thinking it might have something to do with the SharePoint OpenDocuments Class ActiveX control. So, I renamed the file .OLD and ran the Repair Installation, hoping that if the file was corrupted, it would be replaced with a good version. Much to my dismay, that did not work either.

I also tried unregistering and then reregistering the dll. Nada.
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38764384
did you have a different office version installed previously?
0
 

Author Comment

by:Castaway78
ID: 38764402
Office 2007 exclusively.
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38764631
perhaps because of some tooling you might want to check if you have multiple copies of OWSSUPP.dll in your office subfolders
0
 

Author Comment

by:Castaway78
ID: 38764640
I checked that, and there is only one copy, in the Office 12 folder.
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38764644
could you check if you have an addin in your IE called Sharepoint Open Documents or something like that? please disable it for testing purposes.
0
 

Author Comment

by:Castaway78
ID: 38764658
Yes, I do have that add-in. I had tried disabling it last night, and it removes the ability to edit documents. It just presents the Open/Save/Cancel dialog box, and then does open the document.
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38764681
0
 

Author Comment

by:Castaway78
ID: 38765293
I had my hopes up for this one. I tried it, and it wouldn't install.
Error
I think it's because that hotfix is for a 2003/2007 incompatibility issue.

I also tried deleting the NAME.DLL and running the Repair function to replace it, in case it was corrupted. Didn't work either.
0
 
LVL 3

Accepted Solution

by:
zackmccracken earned 500 total points
ID: 38766634
could you try resetting the IE settings to default ?

(workaround) use a different browser..
0
 

Author Comment

by:Castaway78
ID: 38766811
Resetting back to default was one of the first things my IT dept tried.

I would love to use another browser, but alas we're stuck with IE8.

Could be worse. We have done departments who are still forced to use IE6. Ick.
0
 
LVL 3

Expert Comment

by:zackmccracken
ID: 38772255
could you check if the webclient service is working properly?
It might help to set it up as automatic
0
 

Author Closing Comment

by:Castaway78
ID: 38832688
zackmccracken - Thank you for your assistance... it was greatly appreciated.

Sorry for the delay, was out on vacation. At this point, I'm just too busy to spend a lot of time trying to solve the issue... I'm just going to continue with my workarounds, and then maybe have my department re-image my computer.
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