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MS Office 2013 Not responding

Posted on 2013-06-18
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Last Modified: 2013-07-07
I have 2 users running Office 2013 (Not 365). One migrated from Outlook 2007 and Word/Excel 2000. Everything worked well until late last week. Now, launching any of the Office apps brings up a dialog box that is blank with only a question mark, a Yes and No button. Regardless of whether you select yes or no, the program falls into an unresponsive state with no Win 7 problem resolution.

Internet searches find this to be common pointed at add ins. The user that hasn't the issue (yet) uses Office as installed. The user with the issue has iTunes installed to sync his Outlook with his iPhone. Mail is retrieved via pop3 and not Exchange, so the M$ solution of creating a new profile doesn't really apply, but I can't anyway as the programs don't launch as is.

So, I'm planning on launching the programs in safe mode, if they will, and remove all COM Add ins as suggested and see if that helps. Failing that, the only other thing I can think to do is remove iTunes, but I can't see how that would possibly affect Word, Excel, and Powerpoint functionality.

Anyone else having the issue? Anyone have a solution. I'm close to just eating the cost of 2013 and reverting to 2010 if I can find one.
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Question by:afrend
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Expert Comment

by:Echo_S
ID: 39256714
I don't know the answer to your question, but i did want to say that it's sometimes surprising how add-ins can impact the programs. For example, there's a scenario in powerpoint where slide thumbnails are blank. I believe this is caused--at least sometimes--by a word add-in. When you use word a your outlook editor and you have powerpoint and outlook both open, the presence of that add-in seems to cause the problem. It's so convoluted, and that's what makes it tough to pinpoint....
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Author Comment

by:afrend
ID: 39256883
At this point, none of the programs will launch in safe mode.
I have tried from the run line:

excel.exe /s
excel.exe /safemode
excel /safe

Only the second command will launch the program at all, but it just falls into the unresponsive state such that I can't get to the Add ins.

I did remove iTunes and associated application support programs and the problem persists. In the "old" days, I would just reinstall the program, but on our band width, that takes quite a while.

This is a Win 7 64 bit system, Professional, and I did install the 64 bit edition of Office.
I am wondering if 32 bit is worth a try to solve the problem, which kind of defeats the purpose of having a 64 bit system.

I miss having actual media to work with...
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LVL 24

Expert Comment

by:Echo_S
ID: 39257438
Actually, I'd recommend 32-bit Office unless you need the super-mondo-sized Excel spreadsheets. Otherwise 32-bit Office runs fine on 64-bit Windows, and you have more add-ins that will work with it, etc.
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Author Comment

by:afrend
ID: 39257496
Trying that right now...
Very weird as in the Programs control panel, it shows both Home and Business 2013 and Professional 2013 installed. I have removed both and am now downloading the install of 2013 32 bit. This will take a while...
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Accepted Solution

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afrend earned 0 total points
ID: 39259377
So I removed the 64 bit version and replaced it with the 32 bit version.
I will hold this question open until Friday to see if this resolved the issue.
Thanks.
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Author Closing Comment

by:afrend
ID: 39305079
32 bit seems to have solved the issue.
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