Customer Template Causes Our Word 2003 To Blue Screen

D

Derek Timothy

Hi folks,

Customer is sending us a word doc based on on of their own templates instead
of the old reliable normal.dot. If we try to open it then Word 2003 blue
screens and we have to re-boot. (interestingly enough we can open it OK on
Word 2000 and Word 97).

Is there any way to force Word 2003 to ignore the customer applied template
and force it to always use our reliable normal.dot when opening documents?

Has any MS support staff seen this problem before, no info on the MS web
site?

TIA,
Derek
 
T

Tony Jollans

If you think the template is the problem, delete (or rename) it so that Word
is forced to use Normal.

Or, if you suspect macros may be the problem, disable them or use the /m
startup switch to suppress automacros.
 
A

Anne Troy

No macros, Tony. This is a weird one. I have already suggested in an email
to Derek that he ask the people distributing the document to remove the
underlying template before they distribute. I dunno.
************
Anne Troy
www.OfficeArticles.com
 
A

Anne Troy

By the way, Tony. In case this adds more information for you, it will work
in 2003 on machines that PREVIOUSLY had lesser versions installed, and it
works in lesser versions, but doesn't work on a machine that has only had
2003 installed. VERY weird.
************
Anne Troy
www.OfficeArticles.com
 
T

Tony Jollans

Doesn't help me at all! Wouldn't mind seeing the file if that's OK with
Derek.
 
D

Derek Timothy

Tony,

Would rather not post the attachment, can you send me your e-mail address?

Take the NOSPAM out of my e-mail address to e-mail me.

TIA,
Derek
 
T

Tony Jollans

Thanks Anne.

I already got it from Derek and ...

Although it's very slow opening (probably looking for the template) it isn't
giving me any problems (clean install of Office 2K3 on clean install of Win
XP Pro fairly recently)

I had a look at it in 2000 first (on another machine) to see if I could see
anything and then got ready for the kiss of death but it never came.

I'm still looking at it and will report back on anything I can find.
 
T

Tony Jollans

One thing I notice is some rather unexpected references to the Korean
language - I don't know if that might cause a problem if you don't have
support for it installed.
 
T

Tony Jollans

Look at the Styles for Heading 1, 2, 3 or List Bullet; also some Body Text
paragraphs have formatting (see Reveal Formatting) which includes it.
 
D

Derek Timothy

Hi folks,

Just as an update to this I have opened a Premier Support call with
microsoft and they have pointed me to this article :

http://support.microsoft.com/?id=823372

MS do not supply the hotfix mentioned unless you call them. I've done this
and will try it out tomorrow. I'll let you know if it works.

Derek
 
D

Derek Timothy

Another update, i'm afraid this fix was a red herring as it only applied to
XP SP1 users. Therefore the problem is still a mystery, still being
investigated by MS. I'll keep you updated.
 
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