Office 2013 lockups

Posted on 2013-05-20
Last Modified: 2013-08-19
Hi guys,

I am having an issue in Server 2012 in Office 2013 with the cursor locking up in the remote desktop session.

I am not talking about the mouse arrow, I mean the cursor EG "  |  "when you type.

A few things to Note.

When the cursor does lock up, if my client can press the up or down arrows, and the fonts can be seen changing to change. Like they would if the  cursor was moving  up and down, as the email has a few different fonts in the Signature.

 No text appears if the client starts to type.

The issue seems to happen after being left for say 5 minutes then going back to the keyboard to type. My client tends to take a lot of phone calls and this issue appears after them,.

This server is a VM and does connect to SBS 2011 for it's domain controller and Exchange emails.
This issue happens on all three machines in the office,

Things I have done

I have unchecked the let LAN go to sleep settings on both the PC and the Server.
I have changed the router.
I have disabled graphics hardware acceleration in Office.

Test I am running
I have the client using word pad at the moment to see if they can replicate the issue in there to narrow the issue down to Office 2013.

This issue may be small however it is doing my head in as the client is very frustrated with it.. I am running out of ideas.

Any suggestion no matter how simple would be great!
Question by:Alwayslearningmore
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LVL 14

Expert Comment

ID: 39183427
There are several things that could cause this, and some of them you can't "fix":

1. There could be a a high network load on the virtual server, so the graphics updates could be taking a hit. There is nothing that you can really do about this,

2. RDP is very bad when it has something moving on the screen (like a script, flash, etc). It basically "plays" the moving object at a slower pace than real-time, and freezes output until that motion is finished.  When this issue happens try to have the user minimize the RDP window, and then restore it. If I'm right, as soon as it's restored, the user will have fill control again.

3. Change the RDP graphics settings to use 15bit (or 8bit) colors instead of 32bit. If it's a graphics or networking issue, this should help.

4. If you haven't done so already, disable any themes in the remot session. Make sure that everything is displayed in the classic Windows theme with no transparencies or 3D effects

Author Comment

ID: 39183432
You are correct about this
1. I  will keep an eye on this thanks.

2.   When this issue happens try to have the user minimize the RDP window, and then restore it. If I'm right, as soon as it's restored, the user will have fill control again.

However I would have expected that if they were typing text it will still appear on screen just after a delay /

This sounds like a great idea, I will give it a go.
3. Change the RDP graphics settings to use 15bit (or 8bit) colors instead of 32bit. If it's a graphics or networking issue, this should help.

4. I have already disable the themes and made things as light weight as I can.
LVL 14

Expert Comment

ID: 39183438
I personally use RDP a lot, and I've had cases where a website dynamic AJAX script causes the RDP session to freeze, and it sometimes looses any input I made. It's possible that this has nothing to do with your scenario, the whole minimize/restore thing can test this with certainty
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Author Comment

ID: 39220621
Still no joy, I am going to reinstall office on Friday, however I have doubts this will resolve the issue.

This AJAX script that you have referred to btdownloads7, I have not heard of this one how can I check that ?

Thanks /
LVL 14

Accepted Solution

btdownloads7 earned 500 total points
ID: 39221089
We havew an internal website that does a lot of scripting (both AJAX and regular javascript), and when we pull it up locally, it works just fine. But doing it over RDP, the whole view freezes for about 5 seconds while the AJAX & Javascript "animations" load.

Also, if this happens on, but only when there are notifications waiting for you. The notifications are animated to "jump" up and down, and when you load that page over RDP, everything freezes for a few seconds while the animations cycle through.

And finally (and this is pretty specific), if you do any Android development in Eclipse, if you pull up a live ADB log (which has a constantly running log in the window), the RDP session freezes until the log slows down or stops, or until the log is closed.

So, judging from the above experiences, RDP sessions can't handle moving data on the screen very well. And trhere is one more thing you can try, which is to disable all office animations system-wide. Here's a guide for that.

Author Comment

ID: 39221093
Thank you I will have  a read over the guide shortly,

Author Comment

ID: 39224333
I have made the changes, Another chance to sit and wait to see if the problem occurs again.

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