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Wei C.
Wei C., Consultant
Category: Computer
Satisfied Customers: 979
Experience:  Bachelor's of Science, Electrical Engineering
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When I try to track changes in a document Word freezes up.

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When I try to track changes in a document Word freezes up. This just started.

Wei C. :

Hi there, I may be able to assist you with this problem.

Wei C. :

A couple of questions, can you tell me what version of Word you are using?

Customer:

2007

Wei C. :

And this just started happening today?

Customer:

YesXP

Wei C. :

Does it happen in all word documents or just one specific one?

Customer:

All

Wei C. :

Ok, let's try a couple of things.

Wei C. :

Close out of word completely.

Wei C. :

Then go to Start -> Run and in the box, type in:

Wei C. :

winword /safe

Wei C. :

This should open up word in safe mode, try creating a new document and use track changes to see if it freezes.

Customer:

Can I open the document that was causing the problem and try that one?

Wei C. :

Yup

Wei C. :

Any document will work.

Customer:

That works O.K., no problems

Wei C. :

Alright, the most likely cause is an addin that is causing the problem as safe mode disables all addins for word.

Wei C. :

Did you install anything new today for word?

Customer:

No but I installed an addin for Excel just this week.

Wei C. :

Do you know which specific one you installed?

Customer:

Yes

Wei C. :

Try clicking the office button (upper left corner) then going to Word Options.

Wei C. :

Click on Add-Ins.

Wei C. :

Something like this should come up:

Full Size Image

Wei C. :

Under Active Application Addins, check if that one is there and if so, disable it.

Customer:

I have Adobe PDF maker which I've been using awhile, maybe that is corrupt.

Customer:

Business contact manager

Customer:

Google desktop office

Customer:

Microsoft business solutions.gobltygook....

Customer:

That's it

Wei C. :

There are a couple of options we have now so let's try this first before we start disabling addins.

Wei C. :

Close out of all Office programs completely (word, outlook, excel)

Wei C. :

Then go to start -> run

Wei C. :

In the box that comes up, type in this:

Wei C. :

appwiz.cpl

Wei C. :

this should bring up the add/remove programs screen.

Wei C. :

Choose the Microsoft Office option then click on Change.

Wei C. :

Follow the instructions on the screen to REPAIR office.

Wei C. :

This may take a little bit, once it is done, try that document again and the track changes feature.

Wei C. :

Let me know if that works, if not, we can disable all the addins then reenable them one by one to see which is corrupting Word.

Customer:

O.K., its working at it now

Wei C. :

Just let me know how it goes.

Wei C. :

Still repairing?

Customer:

About 2/3 done

Wei C. :

Alright.

Customer:

Hasn't moved much in 10 minutes

Wei C. :

Hmm, it usually doesn't take this long.

Wei C. :

Can you press CRTL + ALT + DELETE.

Wei C. :

Go to the performance tab and check the CPU Usage.

Customer:

3-5%, some spikes to 30%

Wei C. :

Hmm, seems like the repair froze.

Wei C. :

I would give it another 2-3 minutes and if it still does not move, use CRTL + ALT + DELETE and end that process. Try to re-run it after.

Customer:

O.K. I shut it down

Wei C. :

Try word not, it might have repaired that part of it

Wei C. :

Just a thought

Customer:

I did have a search screen up, just noticed that. Would that make a difference? I was trying to find a file.

Wei C. :

It shouldn't.

Customer:

Doesn't work at all now, can't boot it

Customer:

Insufficient memory or disk space.

Customer:

Word cannot display the requested font

Wei C. :

Ok, please bookmark this page so you can come back to this chat (CRTL+ D).

Customer:

I had to shut it down.

Wei C. :

You will have to reboot then run the repair function.

Customer:

O.K.

Wei C. :

You can get back to me via that bookmark.

Customer:

Right

Wei C. :

Also, do you have an office installation cd?

Wei C. :

Welcome back

Customer:

Yes, somewhere Do we need it?

Wei C. :

Only if the repair freezes again, hopefully it won't.

Customer:

O.K., I found Microsoft Office XP Professional. This must be the one. I had Windows 2000 before this

Wei C. :

XP Pro isn't the same as 2007 though.

Wei C. :

Office XP Pro that is

Wei C. :

Anyway, is the repair in process?

Customer:

The message is that it didn't system configuration did not complete successfully.

Customer:

I found the disks Office Pro 2007

Wei C. :

Ok so when you tried to repair, it gave you that message?

Customer:

Yes

Wei C. :

Ok, looks like we have to un-install and reinstall. With the disks, you have the CD key right?

Customer:

The product key?

Wei C. :

Yes

Wei C. :

It should be on the cd case that came with it. Making sure we have everything before we uninstall and reinstall.

Customer:

On the back side

Wei C. :

Ok.

Wei C. :

Please copy this link into your browser.

Wei C. :

http://go.microsoft.com/?linkid=9669698

Customer:

I have another disk that says Reinstallation CD Microsoft XP Professional Service Pack 2

Wei C. :

That is for the operating system.

Wei C. :

The Office Pro 2007 is the correct one.

Wei C. :

http://go.microsoft.com/?linkid=9669698

Wei C. :

Please click that and download/run the file.

Wei C. :

That tool is made my microsoft and will un-install Office for you in cases when the installation/repair becomes corrupted.

Wei C. :

Once it is uninstalled, put the Office Pro 2007 CD into your cd/dvd drive and reinstall Office.

Wei C. :

I would recommend rebooting after the uninstallation (it will probably ask you to do so anyway).

Wei C. :

Sorry this process is taking so long but we ran into some problems with the repair utility for some unknown reason.

Customer:

I'm scared shitless here

Customer:

Should I press Next and Uninstall the operating system?

Wei C. :

It's not the operating system, it is just uninstalling office.

Wei C. :

And you download and ran the file in the link I sent correct?

Customer:

O.K., here goes

Wei C. :

The FIX IT wizard that you download is there to help you uninstall Office. Nothing else on your computer will be affected.

Customer:

I clicked next and it disappeared.

Wei C. :

Can you check your start menu and see if the Office links are still there

Customer:

Yes, everything is the same as it was

Wei C. :

Do they open?

Customer:

No, nothing works right

Wei C. :

Does it say link is missing or does it give you another error?

Customer:

It says its trying to load something called Office 2007 Hybrid

Wei C. :

Please go to Start -> Run. Appwiz.cpl

Wei C. :

Look for the Microsoft Office and instead of clicking Change, Click on REMOVE

Customer:

Am I going to lose all my e-mail?

Wei C. :

Do you use Outlook?

Customer:

Yes

Wei C. :

Imap account or Pop account?

Customer:

POP

Wei C. :

Can you start Outlook?

Customer:

No

Wei C. :

Ok, Go to Start -> Programs -> Microsoft Office -> Microsoft Office Tools -> Microsoft Office Diagnostics

Customer:

I have application recovery but no diagnostic tab

Customer:

It just finished uninstalling the system

Customer:

Do I want to reboot now?

Wei C. :

Wow that took a while...

Wei C. :

Yes then re-install

Customer:

You mean put the cd in the tray?

Wei C. :

When you said it disappeared, I thought it ran into a problem.

Wei C. :

Yea

Customer:

Should I put the Office Professional 2007 cd in the cd tray when I reboot?

Wei C. :

After you reboot when windows starts up.

Customer:

O.K., I'm going to reboot. Come back to this afterward.

Wei C. :

Hi, are you there?

Customer:

I waited around last night and it seemed you had left so I shut down. To recap, I reloaded the software and everything seems to be working O.K. There is one problem Word document that must be corrupt for some reason because it has been causing everyone a problem. I can't open it from e-mail, and it causes Word to crash. Something is wrong with that document, might have some HTML code in it or something, I don't know. Anyway, a big thanks for your help.

Wei C. : Weird, I was waiting in the chat but didn't see you come back. Glad everything is good now. If you want, you can send me the document and I can see if I can fix it. To send me the file, please go to www.wikisend.com and upload it there. Copy down the file ID or download link back as a reply.
Wei C. : If you do not need me to take a look, I kindly ask you to press the accept button below if you were satisfied with my answer so I can get credit for my work.
Customer:

http://wikisend.com/download/444374/WMS_Pricing Questionnaire-Draft 1_revised.doc WMS_Pricing Questionnaire-Draft 1_revised.doc

Wei C. : Let me look at it when I get into the office and will let you know. I'm actually on the train and replying with my iPhone.
Customer:

O.K.

Wei C. :

Hi there.

Wei C. :

I ran a repair on it and found two errors:

Full Size Image

Wei C. :

I have tried to save it after it repaired the errors but when I reopen it, they are still there.

Wei C. :

The repairs aren't sticking for some reason.

Wei C. :

Tried to recreate the document by copying over the contents but still got the same two errors!

Customer:

O.K., so it's not just my computer. That's all I needed to know. I've started other new documents and haven't had any problems so just something about that one that got corrupted.

Customer:

Thanks again, you've been a terrific help. I'm going to hit Accept now.

Wei C. and other Computer Specialists are ready to help you

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