Please help - Word 2002/XP Pro Stops Responding

D

diane

I have user who accesses documents over the network
(domain based) using Word 2002 on XP Pro. The document
server is SBS 2003 - documents are simply in a folder, no
other server software involved. The user has a mapped
drive to the shared folder.

The client runs Word, Excel, Access, Quickbooks and
Norton Anti-virus Pro. The problem is Word stops
responding numerous times a day, freezes or otherwise
hangs up causing doc changes to be lost. Sometimes when
documents are recovered they are "read only". I have
seen stranded "tmp" files so I assume the read only issue
is Word thinking the document is still open due to the
presence of the tmp file (please advise if there are
other possibilities here). The user is very frustrated
at this point and short of reinstalling everything, I
don't know what else to try. I have seen other posts
with similar issues where reinstallation did not help,
but I don't eliminate it as a possibility. The event log
shows the following errors consistently when the hangs
occur. I have removed old netware drivers that had been
on the system, and removed the symantec office plug in.
The system was screened for spyware, viruses, etc. I did
notice there are also some time synchronization errors in
the event log (sorry I don't have those specifics). I
would really appreciate any suggestions as to what to try
next.

Thanks very much for any and all help.

Diane

Event 102

Hanging application WINWORD.EXE, version 10.0.6612.0,
hang module hungapp, version 0.0.0.0, hang address
0x00000000.

0000: 41 70 70 6c 69 63 61 74 Applicat
0008: 69 6f 6e 20 48 61 6e 67 ion Hang
0010: 20 20 57 49 4e 57 4f 52 WINWOR
0018: 44 2e 45 58 45 20 31 30 D.EXE 10
0020: 2e 30 2e 36 36 31 32 2e .0.6612.
0028: 30 20 69 6e 20 68 75 6e 0 in hun
0030: 67 61 70 70 20 30 2e 30 gapp 0.0
0038: 2e 30 2e 30 20 61 74 20 .0.0 at
0040: 6f 66 66 73 65 74 20 30 offset 0
0048: 30 30 30 30 30 30 30 0000000

seperate event 101 log entry:
Fault bucket 86121004.
 
D

Diane

I forgot to include Outlook 2003 in the list of user
apps. Thanks again for all help.

Diane
 
T

TF

Diane

You will need to clean up all the abandoned temp files not just from the
server folder but from the Users TEMP folder (in Documents and
Settings>Username>Local Settings>Temp) and delete them all.

Then in Tools, Options, File Locations tab (in Word), make sure that the
network paths are all set using UNC paths and NOT mapped drive letters.

If you still have problems, please let us know what version of NAV is
installed.



: I have user who accesses documents over the network
: (domain based) using Word 2002 on XP Pro. The document
: server is SBS 2003 - documents are simply in a folder, no
: other server software involved. The user has a mapped
: drive to the shared folder.
:
: The client runs Word, Excel, Access, Quickbooks and
: Norton Anti-virus Pro. The problem is Word stops
: responding numerous times a day, freezes or otherwise
: hangs up causing doc changes to be lost. Sometimes when
: documents are recovered they are "read only". I have
: seen stranded "tmp" files so I assume the read only issue
: is Word thinking the document is still open due to the
: presence of the tmp file (please advise if there are
: other possibilities here). The user is very frustrated
: at this point and short of reinstalling everything, I
: don't know what else to try. I have seen other posts
: with similar issues where reinstallation did not help,
: but I don't eliminate it as a possibility. The event log
: shows the following errors consistently when the hangs
: occur. I have removed old netware drivers that had been
: on the system, and removed the symantec office plug in.
: The system was screened for spyware, viruses, etc. I did
: notice there are also some time synchronization errors in
: the event log (sorry I don't have those specifics). I
: would really appreciate any suggestions as to what to try
: next.
:
: Thanks very much for any and all help.
:
: Diane
:
: Event 102
:
: Hanging application WINWORD.EXE, version 10.0.6612.0,
: hang module hungapp, version 0.0.0.0, hang address
: 0x00000000.
:
: 0000: 41 70 70 6c 69 63 61 74 Applicat
: 0008: 69 6f 6e 20 48 61 6e 67 ion Hang
: 0010: 20 20 57 49 4e 57 4f 52 WINWOR
: 0018: 44 2e 45 58 45 20 31 30 D.EXE 10
: 0020: 2e 30 2e 36 36 31 32 2e .0.6612.
: 0028: 30 20 69 6e 20 68 75 6e 0 in hun
: 0030: 67 61 70 70 20 30 2e 30 gapp 0.0
: 0038: 2e 30 2e 30 20 61 74 20 .0.0 at
: 0040: 6f 66 66 73 65 74 20 30 offset 0
: 0048: 30 30 30 30 30 30 30 0000000
:
: seperate event 101 log entry:
: Fault bucket 86121004.
:
 
D

Diane

Terry,

Thank you so much for your help. I have cleaned up the
Users TEMP folder and changed the server Word connection
to UNC. I will learn tomorrow if this does it to resolve
this long standing and highly frustrating issue. I did
not realize there were TMP files in the local settings,
so I appreciate your heads up on that. Also, why do the
UNC paths make a difference for the connection?

FYI - the Norton Anti-virus is the Professional 2003
version. Removing the Office plug-in did not seem to
make a difference, at least prior to these changes.

Thanks again. I feel my sanity returning.

Diane
 
T

TF

Diane

Since Office XP, Word has not likes mapped drives and will only work
correctly with UNC paths. In Office 2000, there was a macro (in
support8.dot) that forced Word to use UNC paths.

If there is still a problem, it may be that a Norton file needs
deregistering in Windows, but lets wait and see how the tests go.

Terry


: Terry,
:
: Thank you so much for your help. I have cleaned up the
: Users TEMP folder and changed the server Word connection
: to UNC. I will learn tomorrow if this does it to resolve
: this long standing and highly frustrating issue. I did
: not realize there were TMP files in the local settings,
: so I appreciate your heads up on that. Also, why do the
: UNC paths make a difference for the connection?
:
: FYI - the Norton Anti-virus is the Professional 2003
: version. Removing the Office plug-in did not seem to
: make a difference, at least prior to these changes.
:
: Thanks again. I feel my sanity returning.
:
: Diane
: >-----Original Message-----
: >Diane
: >
: >You will need to clean up all the abandoned temp files
: not just from the
: >server folder but from the Users TEMP folder (in
: Documents and
: >Settings>Username>Local Settings>Temp) and delete them
: all.
: >
: >Then in Tools, Options, File Locations tab (in Word),
: make sure that the
: >network paths are all set using UNC paths and NOT mapped
: drive letters.
: >
: >If you still have problems, please let us know what
: version of NAV is
: >installed.
: >
: >--
: >Terry Farrell - Word MVP
: >http://word.mvps.org/
: >
: >: >: I have user who accesses documents over the network
: >: (domain based) using Word 2002 on XP Pro. The document
: >: server is SBS 2003 - documents are simply in a folder,
: no
: >: other server software involved. The user has a mapped
: >: drive to the shared folder.
: >:
: >: The client runs Word, Excel, Access, Quickbooks and
: >: Norton Anti-virus Pro. The problem is Word stops
: >: responding numerous times a day, freezes or otherwise
: >: hangs up causing doc changes to be lost. Sometimes
: when
: >: documents are recovered they are "read only". I have
: >: seen stranded "tmp" files so I assume the read only
: issue
: >: is Word thinking the document is still open due to the
: >: presence of the tmp file (please advise if there are
: >: other possibilities here). The user is very frustrated
: >: at this point and short of reinstalling everything, I
: >: don't know what else to try. I have seen other posts
: >: with similar issues where reinstallation did not help,
: >: but I don't eliminate it as a possibility. The event
: log
: >: shows the following errors consistently when the hangs
: >: occur. I have removed old netware drivers that had
: been
: >: on the system, and removed the symantec office plug in.
: >: The system was screened for spyware, viruses, etc. I
: did
: >: notice there are also some time synchronization errors
: in
: >: the event log (sorry I don't have those specifics). I
: >: would really appreciate any suggestions as to what to
: try
: >: next.
: >:
: >: Thanks very much for any and all help.
: >:
: >: Diane
: >:
: >: Event 102
: >:
: >: Hanging application WINWORD.EXE, version 10.0.6612.0,
: >: hang module hungapp, version 0.0.0.0, hang address
: >: 0x00000000.
: >:
: >: 0000: 41 70 70 6c 69 63 61 74 Applicat
: >: 0008: 69 6f 6e 20 48 61 6e 67 ion Hang
: >: 0010: 20 20 57 49 4e 57 4f 52 WINWOR
: >: 0018: 44 2e 45 58 45 20 31 30 D.EXE 10
: >: 0020: 2e 30 2e 36 36 31 32 2e .0.6612.
: >: 0028: 30 20 69 6e 20 68 75 6e 0 in hun
: >: 0030: 67 61 70 70 20 30 2e 30 gapp 0.0
: >: 0038: 2e 30 2e 30 20 61 74 20 .0.0 at
: >: 0040: 6f 66 66 73 65 74 20 30 offset 0
: >: 0048: 30 30 30 30 30 30 30 0000000
: >:
: >: seperate event 101 log entry:
: >: Fault bucket 86121004.
: >:
: >
: >
: >.
: >
 
D

Diane

Terry,

Success! My user had a problem free day and is elated
(along with me).

Again, thank you from both of us. We were at wits end.
I appreciate the clarification on the UNC paths. For
future reference, how does one go about deregistering
Norton in Windows and what would that do with respect to
virus protection for docs?

Diane
 
T

TF

Diane

I'm please to hear that stability has arrived. Just in case you do still get
problems, search for officeav.dll and if found go to Start/Run and run the
following command:

regsvr32 /u "c:\program files\norton antivirus\officeav.dll"

In the above example the path for "Officeav.dll" would depend on the
location of the DLL.

Terry


: Terry,
:
: Success! My user had a problem free day and is elated
: (along with me).
:
: Again, thank you from both of us. We were at wits end.
: I appreciate the clarification on the UNC paths. For
: future reference, how does one go about deregistering
: Norton in Windows and what would that do with respect to
: virus protection for docs?
:
: Diane
: >-----Original Message-----
: >Diane
: >
: >Since Office XP, Word has not likes mapped drives and
: will only work
: >correctly with UNC paths. In Office 2000, there was a
: macro (in
: >support8.dot) that forced Word to use UNC paths.
: >
: >If there is still a problem, it may be that a Norton
: file needs
: >deregistering in Windows, but lets wait and see how the
: tests go.
: >
: >Terry
: >
: >
: >: >: Terry,
: >:
: >: Thank you so much for your help. I have cleaned up the
: >: Users TEMP folder and changed the server Word
: connection
: >: to UNC. I will learn tomorrow if this does it to
: resolve
: >: this long standing and highly frustrating issue. I did
: >: not realize there were TMP files in the local settings,
: >: so I appreciate your heads up on that. Also, why do
: the
: >: UNC paths make a difference for the connection?
: >:
: >: FYI - the Norton Anti-virus is the Professional 2003
: >: version. Removing the Office plug-in did not seem to
: >: make a difference, at least prior to these changes.
: >:
: >: Thanks again. I feel my sanity returning.
: >:
: >: Diane
: >: >-----Original Message-----
: >: >Diane
: >: >
: >: >You will need to clean up all the abandoned temp files
: >: not just from the
: >: >server folder but from the Users TEMP folder (in
: >: Documents and
: >: >Settings>Username>Local Settings>Temp) and delete them
: >: all.
: >: >
: >: >Then in Tools, Options, File Locations tab (in Word),
: >: make sure that the
: >: >network paths are all set using UNC paths and NOT
: mapped
: >: drive letters.
: >: >
: >: >If you still have problems, please let us know what
: >: version of NAV is
: >: >installed.
: >: >
: >: >--
: >: >Terry Farrell - Word MVP
: >: >http://word.mvps.org/
: >: >
: >: >: >: >: I have user who accesses documents over the network
: >: >: (domain based) using Word 2002 on XP Pro. The
: document
: >: >: server is SBS 2003 - documents are simply in a
: folder,
: >: no
: >: >: other server software involved. The user has a
: mapped
: >: >: drive to the shared folder.
: >: >:
: >: >: The client runs Word, Excel, Access, Quickbooks and
: >: >: Norton Anti-virus Pro. The problem is Word stops
: >: >: responding numerous times a day, freezes or
: otherwise
: >: >: hangs up causing doc changes to be lost. Sometimes
: >: when
: >: >: documents are recovered they are "read only". I
: have
: >: >: seen stranded "tmp" files so I assume the read only
: >: issue
: >: >: is Word thinking the document is still open due to
: the
: >: >: presence of the tmp file (please advise if there are
: >: >: other possibilities here). The user is very
: frustrated
: >: >: at this point and short of reinstalling everything,
: I
: >: >: don't know what else to try. I have seen other
: posts
: >: >: with similar issues where reinstallation did not
: help,
: >: >: but I don't eliminate it as a possibility. The
: event
: >: log
: >: >: shows the following errors consistently when the
: hangs
: >: >: occur. I have removed old netware drivers that had
: >: been
: >: >: on the system, and removed the symantec office plug
: in.
: >: >: The system was screened for spyware, viruses, etc.
: I
: >: did
: >: >: notice there are also some time synchronization
: errors
: >: in
: >: >: the event log (sorry I don't have those
: specifics). I
: >: >: would really appreciate any suggestions as to what
: to
: >: try
: >: >: next.
: >: >:
: >: >: Thanks very much for any and all help.
: >: >:
: >: >: Diane
: >: >:
: >: >: Event 102
: >: >:
: >: >: Hanging application WINWORD.EXE, version
: 10.0.6612.0,
: >: >: hang module hungapp, version 0.0.0.0, hang address
: >: >: 0x00000000.
: >: >:
: >: >: 0000: 41 70 70 6c 69 63 61 74 Applicat
: >: >: 0008: 69 6f 6e 20 48 61 6e 67 ion Hang
: >: >: 0010: 20 20 57 49 4e 57 4f 52 WINWOR
: >: >: 0018: 44 2e 45 58 45 20 31 30 D.EXE 10
: >: >: 0020: 2e 30 2e 36 36 31 32 2e .0.6612.
: >: >: 0028: 30 20 69 6e 20 68 75 6e 0 in hun
: >: >: 0030: 67 61 70 70 20 30 2e 30 gapp 0.0
: >: >: 0038: 2e 30 2e 30 20 61 74 20 .0.0 at
: >: >: 0040: 6f 66 66 73 65 74 20 30 offset 0
: >: >: 0048: 30 30 30 30 30 30 30 0000000
: >: >:
: >: >: seperate event 101 log entry:
: >: >: Fault bucket 86121004.
: >: >:
: >: >
: >: >
: >: >.
: >: >
: >
: >
: >.
: >
 
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