Template Problem - Saving

[Renee]

All of a sudden when my users are using our Workgroup Templates, it is not
only asking them if they want to save the new document but after that it asks
if they want to save the template it originated from???? This is causing
some major problems. Any idea why this would be coming up now?

Thanks for any help!

 

[Ada Pan]

Hi Renee,

Thanks for your post.

According to your description, my understanding on this issue is: When you
save Word document, a message prompts to ask if you want to save the
template. If I misunderstood your concerns, please feel free to let me know.

Based on my experience and research, this problem may caused by several
reasons. For example, if the "Prompt to save Normal template" check box is
selected, or Word is infected with a macro virus, or an installed add-in or
an installed macro is changing the global template Normal.dot.

I would suggest you refer to the following article to resolve the problem£º

291352 You are prompted to save the changes to the Normal.dot global
template
http://support.microsoft.com/?id=291352

Please try the steps above and update me if the suggestion helps.

If the suggestion does not help, please perform the following steps to
isolate the problem.

Start Word with /a switch
-----------------------------
1. Click Start and then click Run.
2. In the Run dialog box, type in "winword.exe /a" without quotation marks.
Please note, there is a space before /a.
3. Click OK to start Word with the /a switch.
4. Open the problematic document via File | Open¡­.

Then, check if the problem persists.

If the Word works properly under winword.exe /a, please refer to the
following article to resolve this behavior:

826840 How to troubleshoot problems when you start or work in Word 2003
http://support.microsoft.com/?id=826840

In the meantime, please collect more information for further
troubleshooting:

1. What version of Office on your side?

2. Do all or particular Word documents experience the problem?

3. Please take the screen shots of the messages and send them to me. It is
very important for us to troubleshoot the issue more efficiently.

How to take a screen shot, please follow the steps below:
----------------------------------------------------------------
1) When the screen appears, press the Print Screen key (right of F12 key)
Note: nothing will happen.
2) Open Paint ['start' => 'All Programs' => 'Accessories' => 'Paint'].
3) Click Edit (menu) -> Paste or press Ctrl + V.
4) Click File (menu) -> Save. Save it as a .jpg or .gif file and send it as
an attachment to me < (e-mail address removed) >.

Note: Repeat the steps to create more screenshots if necessary.

4. Does the problem occur after installing any particular third-party
software?

5. Do all or particular Word documents experience the problem on servers?

6. How do you configure the Workgroup Templates?

We look forward to your process.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Ada Pan]

Hi Renee,

How are you?

I am wondering if my previous suggestion helps. Please keep us posted on
your side and let us know if you need further assistance.

I am looking forward to your response.

Have a nice day!

Best wishes,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
=====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
=====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Renee]

I will let you know as soon as I have a second to try your suggestion.
Hopefully, I can look at it today. Thanks in advance for your help.

 

[Renee]

I am sending you a reply via email so that I can send the screenshots to you
and will answer all your questions also.

Thanks!

 

[Ada Pan [MSFT]]

Hi Renee,

Thanks for your update and I have received the e-mail with the screenshots.

Based on the information, I know that you are using a Memo.dot as your
document template. It is a similar scenario which is described in KB 291352.

Please try the suggestion in my previous response and update me with the
result at your earliest convenience.

Have a nice day!

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
=====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
=====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Ada Pan [MSFT]]

Hi Renee,

How are you?

I am wondering if my previous suggestion helps. Please keep us posted on
your side and let us know if you need further assistance.

I am looking forward to your response.

Have a nice day!

Best wishes,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
=====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
=====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Renee]

I have tried all the suggestions in your email and still am receiving the
same messages. It seems to have appeared since I linked the templates to the
letterhead document. I just don't understand when we are building a "new"
document off the template why it is even looking back at the template to save
changes to that document in addition to the "new" document. It has never
done that before and I have been using Word for 10+ years????

Thanks!

 

[Ada Pan [MSFT]]

Hi Renee,

According to your description, I know that this problem persists and we
need to go on troubleshooting. Based on the information, I don't understand
you clearly what the results after try the suggestion. Could you please
collect the information in detail for narrowing down the problem?

1. The previous suggestion is referring to the global template Normal.dot.
Regarding this issue, the template you're using is a customized template
named Memo.dot. The following article I suggested is describing how to
diagnose the Normal.dot, you may reference the causes in the article to
diagnose your Memo.dot.

291352 You are prompted to save the changes to the Normal.dot global
template
http://support.microsoft.com/?id=291352

As it suggested in KB 291352, if your computer infected virus it will
change Word document templates.

Do you have any anti-virus software on your computers? If so, please try
scanning the computers to check if there is any virus.

In the meantime, you may visit the article below which also describe a
similar scenario and list some methods.

http://office.microsoft.com/en-us/assistance/HA011514521033.aspx

2. Does this problem occur when starting Word with /a switch?
I know you have tried all the suggestions in my previous response; however,
I don't know whether the problem occurs when starting Word with /a switch
in command line. Please check if the problem occurs and update me with the
result.

3. If the problem persists under winword.exe /a, please try it under
Windows Safe Mode. To do it, please refer to the following article:

Part 3: Troubleshooting problems when Word 2002 encounters a problem and
closes
http://support.microsoft.com/kb/290931

Then check if the problem occurs and update me with the result.

4. Do you install Office XP Tablet PC Pack?
Based on my research, it is a known issue if installing Office XP Tablet PC
Pack. The customizationContext was set to the custom template in the code.
When the Tablet pack addin was making changes to the toolbars those
changing were going to the custom template and not the expect Normal.dot.
Please check if you install Office XP Tablet PC Pack via Control Panel -
Add or Remove Programs.

5. Please send us the copy of the template and the linked letterhead
document to :< (e-mail address removed) >. I understand that you may have
some concerns because the information in your file is sensitive. I assure
you that I will keep them secure and will completely delete the file from
my disk after troubleshooting.

Please update me with the result of each step. Thanks for your time and
patience.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
=====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
=====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.