Office for Mac 2008 keeps Crashing.....crashing....crashing...

[Kitten]

Did I mention it keeps crashing? ]0:<

I'm about to have what my grandma used to call 'a hissy fit'.

It was working fine up until 2-3 days ago, as far as I know, I didn't change
anything on my computer during that time.

I've never had a previous version of Office for Mac on my computer.

I bought and installed Office for Mac 2008 Home and Student Edition about 3
months ago and never had any problems until now.

I have a MacMini, using Mac OS X 10.5.5, Leopard, my last updates were these
three:

Remote Desktop Client Update 3.2.2
Mac OS X Update 10.5.5
Java For Mac OS X 10.5 Update 2 1.0

At first, I was working on a file I have a had for a few weeks now, saved as
a docx, when I went to save and close it, I got a message that Word had
encountered an error and needed to shut down. Luckily I was able to recover
the file, but every single time I tried to save it then - the same thing
happened.

Now, I can save files as doc, but not docx. I've tried new files, old files,
it doesn't matter. Also, when I try to close Word and even if I've done
nothing it, just opened and closed it - first something comes up saying Word
is saving "Normal.dotm" and a message says "There are unsaved changes to the
Normal Template. The last time Word closed it did not shut down properly.
Word has recovered unsaved changes made to the Normal Template, which is used
as the basis for new documents. Do you want to save these changes?" If I
click yes - then I don't get message for a while, if I click no, then I do.

But either whether I click yes or no, then the "shut-down" error box pops up
again. Whether I tell it to send or not send the error info to Microsoft
saying it has to shut down,, then Word reopens, it keeps doing this then over
and over until I have to force-quit Word.

I've run verify disk, repair disk, repair permissions, etc. and all of them
were fine and completed. I've restarted a million times and even just shut
down - NOTHING seems to be working....

I'm pretty much losing my mind.

Sorry for the long post, but I'm hoping someone can PLEASE help me????

THANK YOU!!!

(O:~

 

[John McGhie]

OK, this is relatively simply to fix. There are three things it can be:

1) The document

2) The Normal template

3) The Preferences.

Since you have tried several documents, it's unlikely to be number 1.

Let's next try this: If it does not fix it, come back, there are other less
likely varmints we can hunt...

1) Quit all Microsoft applications.

2) Track down all instances of pre-2008 Normal template on your computer,
and drag them to your desktop. The file is called simply "Normal" and has
no extension.

3) Find and drag the file Normal.dotm to your desktop. Unless you have
moved it, it should be in
/Users/ ~ /Library/Application Support/Microsoft/Office/User Templates/

4) If the following files exist, Remove or rename them:

~/Library/Preferences/Microsoft/Word Settings (10)

~/Library/Preferences/Microsoft/Word Settings (11)

User/Library/Preferences/com.Microsoft.Word.plist

User/Library/Preferences/Microsoft/Office 2008 (the whole folder!)

5) Now re-start Word 2008 and it should be OK.

Be thorough with this, if you leave any of these files behind Word 2008 will
find them and won't replace them. Do it right and Word will construct a
new, clean, set of preferences and everything should now work.

Hope this helps

Did I mention it keeps crashing? ]0:<

I'm about to have what my grandma used to call 'a hissy fit'.

It was working fine up until 2-3 days ago, as far as I know, I didn't change
anything on my computer during that time.

I've never had a previous version of Office for Mac on my computer.

I bought and installed Office for Mac 2008 Home and Student Edition about 3
months ago and never had any problems until now.

I have a MacMini, using Mac OS X 10.5.5, Leopard, my last updates were these
three:

Remote Desktop Client Update 3.2.2
Mac OS X Update 10.5.5
Java For Mac OS X 10.5 Update 2 1.0

At first, I was working on a file I have a had for a few weeks now, saved as
a docx, when I went to save and close it, I got a message that Word had
encountered an error and needed to shut down. Luckily I was able to recover
the file, but every single time I tried to save it then - the same thing
happened.

Now, I can save files as doc, but not docx. I've tried new files, old files,
it doesn't matter. Also, when I try to close Word and even if I've done
nothing it, just opened and closed it - first something comes up saying Word
is saving "Normal.dotm" and a message says "There are unsaved changes to the
Normal Template. The last time Word closed it did not shut down properly.
Word has recovered unsaved changes made to the Normal Template, which is used
as the basis for new documents. Do you want to save these changes?" If I
click yes - then I don't get message for a while, if I click no, then I do.

But either whether I click yes or no, then the "shut-down" error box pops up
again. Whether I tell it to send or not send the error info to Microsoft
saying it has to shut down,, then Word reopens, it keeps doing this then over
and over until I have to force-quit Word.

I've run verify disk, repair disk, repair permissions, etc. and all of them
were fine and completed. I've restarted a million times and even just shut
down - NOTHING seems to be working....

I'm pretty much losing my mind.

Sorry for the long post, but I'm hoping someone can PLEASE help me????

THANK YOU!!!

(O:~

--

Don't wait for your answer, click here: http://www.word.mvps.org/

Please reply in the group. Please do NOT email me unless I ask you to.

John McGhie, Microsoft MVP, Word and Word:Mac
Nhulunbuy, NT, Australia. mailto:[email protected]

 

[Kitten]

OK, this is relatively simply to fix. There are three things it can be:

1) The document

2) The Normal template

3) The Preferences.

Since you have tried several documents, it's unlikely to be number 1.

Let's next try this: If it does not fix it, come back, there are other less
likely varmints we can hunt...

1) Quit all Microsoft applications.

2) Track down all instances of pre-2008 Normal template on your computer,
and drag them to your desktop. The file is called simply "Normal" and has
no extension.

3) Find and drag the file Normal.dotm to your desktop. Unless you have
moved it, it should be in
/Users/ ~ /Library/Application Support/Microsoft/Office/User Templates/

4) If the following files exist, Remove or rename them:

~/Library/Preferences/Microsoft/Word Settings (10)

~/Library/Preferences/Microsoft/Word Settings (11)

User/Library/Preferences/com.Microsoft.Word.plist

User/Library/Preferences/Microsoft/Office 2008 (the whole folder!)

5) Now re-start Word 2008 and it should be OK.

Be thorough with this, if you leave any of these files behind Word 2008 will
find them and won't replace them. Do it right and Word will construct a
new, clean, set of preferences and everything should now work.

Hope this helps

Did I mention it keeps crashing? ]0:<

I'm about to have what my grandma used to call 'a hissy fit'.

It was working fine up until 2-3 days ago, as far as I know, I didn't change
anything on my computer during that time.

I've never had a previous version of Office for Mac on my computer.

I bought and installed Office for Mac 2008 Home and Student Edition about 3
months ago and never had any problems until now.

I have a MacMini, using Mac OS X 10.5.5, Leopard, my last updates were these
three:

Remote Desktop Client Update 3.2.2
Mac OS X Update 10.5.5
Java For Mac OS X 10.5 Update 2 1.0

At first, I was working on a file I have a had for a few weeks now, saved as
a docx, when I went to save and close it, I got a message that Word had
encountered an error and needed to shut down. Luckily I was able to recover
the file, but every single time I tried to save it then - the same thing
happened.

Now, I can save files as doc, but not docx. I've tried new files, old files,
it doesn't matter. Also, when I try to close Word and even if I've done
nothing it, just opened and closed it - first something comes up saying Word
is saving "Normal.dotm" and a message says "There are unsaved changes to the
Normal Template. The last time Word closed it did not shut down properly.
Word has recovered unsaved changes made to the Normal Template, which is used
as the basis for new documents. Do you want to save these changes?" If I
click yes - then I don't get message for a while, if I click no, then I do.

But either whether I click yes or no, then the "shut-down" error box pops up
again. Whether I tell it to send or not send the error info to Microsoft
saying it has to shut down,, then Word reopens, it keeps doing this then over
and over until I have to force-quit Word.

I've run verify disk, repair disk, repair permissions, etc. and all of them
were fine and completed. I've restarted a million times and even just shut
down - NOTHING seems to be working....

I'm pretty much losing my mind.

Sorry for the long post, but I'm hoping someone can PLEASE help me????

THANK YOU!!!

(O:~

--

Don't wait for your answer, click here: http://www.word.mvps.org/

Please reply in the group. Please do NOT email me unless I ask you to.

John McGhie, Microsoft MVP, Word and Word:Mac
Nhulunbuy, NT, Australia. mailto:[email protected]

THANK YOU for replying!

Ok, I just want to clarify before I do anything stupid on my end - when you
say "remove" do you literally mean 'move them to trash'?

Here is what I found - I haven't done anything to them YET, because I just
wanted to quick make sure you meant to go ahead and throw them completely out
first.

I did find the 'Normal' template right where you said it would be, but it
did have the extension dotm on it - not sure if that matters?

I also did a search in Spotlight for 'Normal' and it found this, a
"Mircosoft Word Marco-Enabled template" called 'AutoRecovery save of
Normal.dotm in Users/~/Documents/Microsoft User Data/Office 2008
AutoRecovery. So I'm not sure I need to move that one or do anything with
that too??

Then it found what I am thinking is maybe the CORRECT thing, a 'Microsoft
Word 97 - 2004 template. in Users/~/Desktop/MISC/Microsoft User Data.
(It says it opens with Microsoft Word.app)

I have no clue how this would've gotten moved, it wasn't intentional if I
did it??

Out of the other items you listed, I found com.Microsoft.Word.plist right
where you said it would be and same with the Office 2008 folder.

I couldn't find a Word Settings (10) or (11) even with a spotlight search?

Not sure if any of this is because this is my first version of Office?

So I haven't trashed or moved anything yet, because I just wanted to check
with you to make sure you really meant that I should go ahead and toss them
in the 'can'! (o:

And also, now I'm not sure which 'Normal' file to move, or all of them or
what is going on there??

THANK YOU again though, I appreciate you help!!!!

 

[John McGhie]

Hi:

Ok, I just want to clarify before I do anything stupid on my end - when you
say "remove" do you literally mean 'move them to trash'?

I mean obliterate them completely, into the trash and preferably, empty the
trash

I did find the 'Normal' template right where you said it would be, but it
did have the extension dotm on it - not sure if that matters?

That's the "New" one. The "old" version has no extension. Shoot them both,
they are guilty by association

I also did a search in Spotlight for 'Normal' and it found this, a
"Mircosoft Word Marco-Enabled template" called 'AutoRecovery save of
Normal.dotm in Users/~/Documents/Microsoft User Data/Office 2008
AutoRecovery. So I'm not sure I need to move that one or do anything with
that too??

"Bang!" Dead! All of them

Then it found what I am thinking is maybe the CORRECT thing, a 'Microsoft
Word 97 - 2004 template. in Users/~/Desktop/MISC/Microsoft User Data.
(It says it opens with Microsoft Word.app)

That is probably the source of your trouble -- off with its head!

I have no clue how this would've gotten moved, it wasn't intentional if I
did it??

It was created in that location by Word 2004.

Out of the other items you listed, I found com.Microsoft.Word.plist right
where you said it would be and same with the Office 2008 folder.

Kill it: it contains bad kharma...

I couldn't find a Word Settings (10) or (11) even with a spotlight search?

Good. So you won't need to euthanase those

Not sure if any of this is because this is my first version of Office?

Each version of Office spreads a few files around that it needs. Chances
are, you bought a machine with the Office Test Drive installed, and you are
looking at the putrefying residue of that.

So I haven't trashed or moved anything yet, because I just wanted to check
with you to make sure you really meant that I should go ahead and toss them
in the 'can'! (o:

I really mean consign them to the binary hereafter, so there is no
possibility of Word finding any of them, or copies of them, or their
cousins, uncles, aunts or ill-bred progeny, anywhere on your system.

And also, now I'm not sure which 'Normal' file to move, or all of them or
what is going on there??

All of them

The "required" files will all be re-created, with the correct contents, when
Word next starts up (so your next start-up may be a few seconds slower...)

Cheers

--

Don't wait for your answer, click here: http://www.word.mvps.org/

Please reply in the group. Please do NOT email me unless I ask you to.

John McGhie, Microsoft MVP, Word and Word:Mac
Nhulunbuy, NT, Australia. mailto:[email protected]

 

[Kitten]

Hi Again John ~

Ok...I went hunting.. (o:

I deleted everything we talked about, and then I securely emptied the trash.

Then I did a search with spotlight just to make sure I had gotten all of the
"Normal's" and any offspring or extended family members...

Then I restarted Word....typed a coupled of words in, tried to save it to my
desktop as a docx - same thing happened... )-:

And same errors, routine when I went to close out of Word then, had to force
quit or keep going around in circles....

I'm CURSED!!!!

One thing I noticed, while I was deleting the "Normal" gnomes, in
Users/~/Desktop/MISC/Microsoft User Data, there is a folder named Office 2008
Identities, but there is also a folder there named Office 2004 Identities???

I'm guessing that should not be there??

But since I have NO clue what I'm doing, I didn't want to delete it or
anything extra, until checking with you...

So, I am sad to report, that even after following all of the steps - same
issue....

But I continue to greatly appreciate your help!!!

=^+.+^=

 

[John McGhie]

Hi <Whatever your name is>

Sorry: The only cat I know well is far too fat and grumpy to be given
computer advice

OK, so we will have to get serious with this thing.

One thing you HAVEN'T mentioned yet is your software versions. I really
need those before I can go much further.

The Office 2004 Identities folder contains your Office 2004 database -- all
your contacts and email. The Office 2008 Identity contains the same thing
for Office 2008.

So delete the 2004 one if you are sure you will never want to go back to
your old contacts list. Leave the 2008 one alone, or you will lose all your
saved mail and email addresses.

I suspect that we're going to have to completely remove Office from your
machine and start again. We have hit all the usual suspects. There's only
one thing left to try: Software Updates.

First, go to the Apple site, download, and apply, the latest "Combo Update"
for your operating system. This sometimes fixes weird Word issues.

Then go to the Microsoft Mactopia site
http://www.microsoft.com/mac/downloads.mspx and download the 12.1.0, 12.1.1
and 12.1.2 updates. Save these files where you can find them, because I
think you will need them twice. Apply those updates, in the order shown
above (just double-click them, they'll do it all themselves).

If that doesn't fix it, then we have to Remove and Replace.

Make sure you have your Office CD key, you are about to need it...

In the Office 2008 Application folder, you will find Remove Office in the
"Additional Tools" folder. Say your prayers, run it, and stand back... It
will hunt down and remove the entire Office software suite (and Office 2004,
if it's still there).

Now: Repeat your hunting expedition from last time to expunge any of those
files that remain. They will all have been re-created, and they all need to
be re-euthanized! You have to get existing files out, because the
re-install won't change any files that exist.

Now: Stick the Office CD in the hole and do a complete re-install.

Restart the machine, and then re-apply the Office updates just as you did
before. You have a complete replacement set of files off the CD that have
not been updated, so you have to re-run the updates.

Now: Reboot the computer and start Disk Utility. Repair Permissions on the
boot drive.

After that, you should be good to go. If not... Yes, we "could" replace
the Operating System. But that is major surgery, and I would suggest
getting a professional's opinion first before doing that.

Cheers

Hi Again John ~

Ok...I went hunting.. (o:

I deleted everything we talked about, and then I securely emptied the trash.

Then I did a search with spotlight just to make sure I had gotten all of the
"Normal's" and any offspring or extended family members...

Then I restarted Word....typed a coupled of words in, tried to save it to my
desktop as a docx - same thing happened... )-:

And same errors, routine when I went to close out of Word then, had to force
quit or keep going around in circles....

I'm CURSED!!!!

One thing I noticed, while I was deleting the "Normal" gnomes, in
Users/~/Desktop/MISC/Microsoft User Data, there is a folder named Office 2008
Identities, but there is also a folder there named Office 2004 Identities???

I'm guessing that should not be there??

But since I have NO clue what I'm doing, I didn't want to delete it or
anything extra, until checking with you...

So, I am sad to report, that even after following all of the steps - same
issue....

But I continue to greatly appreciate your help!!!

=^+.+^=

--

Don't wait for your answer, click here: http://www.word.mvps.org/

Please reply in the group. Please do NOT email me unless I ask you to.

John McGhie, Microsoft MVP, Word and Word:Mac
Nhulunbuy, NT, Australia. mailto:[email protected]