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Microsoft Office Word 2010 Crashing every 30 seconds on XenApp 6.5 Published Desktop Hosts

Posted on 2014-07-23
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Last Modified: 2014-07-29
We are currently running XA65 published desktops for our users. These hosts all have Office 2010 installed (word, Excel, Outlook & Powerpoint). These are all working fine.

I decided to create a new master image. The current hosts have had updates applied over time etc so they are not all perfectly identical and does cause a few small issues. I have followed the image creation checklist (from my previous builds) to the letter, but MS Word is giving me grief. It crashes pretty much every 30 seconds and spits out the following event:

Faulting application name: WINWORD.EXE, version: 14.0.7015.1000, time stamp: 0x51cca7cb
Faulting module name: KERNELBASE.dll, version: 6.1.7601.18409, time stamp: 0x5315a05a
Exception code: 0x000006f7
Fault offset: 0x000000000000940d
Faulting process id: 0x14cc
Faulting application start time: 0x01cfa6473bdf51dd
Faulting application path: D:\Program Files\Microsoft Office\Office14\WINWORD.EXE
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: 802aafbd-123a-11e4-97d7-005056a35b48

I read a few articles that suggested the following:
* Blow away user profile
* Uninstall 3rd party PDF makers - We had CutePDF which I have uninstalled
* Uninstall any MS Office Add-Ons - We did have an IP phone Add-on which I have uninstalled

Tried all 3 of these and the problem still persists.
The Hosts are all Server 2008 R2 VM's.

Any assistance would be greatly appreciated.
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Question by:Howzatt
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Expert Comment

by:Vijaya Reddy Pinnapa Reddy
ID: 40213967
Is it working on server without ICA session.
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Author Comment

by:Howzatt
ID: 40214073
Seems OK via RDP session. Left it open for 30 mins and didn't crash once. Then I tested with the XA Published desktop again and it crashed within 30 seconds.
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Author Comment

by:Howzatt
ID: 40214091
XenApp 6.5 is RP3 by the way.
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LVL 9

Expert Comment

by:Vijaya Reddy Pinnapa Reddy
ID: 40214172
Install the latest office 2010 service pack and try.
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Author Comment

by:Howzatt
ID: 40214266
Isn't SP2 the latest service Pack? if so, it is already installed.
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Expert Comment

by:Vijaya Reddy Pinnapa Reddy
ID: 40214282
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Author Comment

by:Howzatt
ID: 40216010
Thanks for that, unfortunately it didn't help. The link refers to installing a limited hotfix (which seems to have been superceeded with the RP3 installer) & another link with instructions on how to enable WER so I can send to Microsoft.
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Accepted Solution

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Howzatt earned 0 total points
ID: 40218677
Must have been related to an issue with printer drivers.
If I remove all of the network printers from the users profile & retest, Word stays open without issue.
I will re-add printers 1 by 1 until I find the culprit.
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Author Closing Comment

by:Howzatt
ID: 40226237
I don't like grading my own answer, but it will help anyone else with this issue. I definitely couldn't find anything about it online.
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