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Steve Herrod
Steve Herrod, Mac Support Specialist
Category: Mac
Satisfied Customers: 2421
Experience:  OSX certified, many years experience supporting Apple Hardware & Software
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My Word program, in Office for Mac 2011, keeps crashing, when

Customer Question

My Word program, in Office for Mac 2011, keeps crashing, when I try to amend an existing document, especially during Cut&Paste, changing font, or font colour.

I have tried un-installing and re-installing, without any progress.

Can you help?

Best regards,

Clive xxxxx.

 

Submitted: 2 years ago.
Category: Mac
Expert:  John replied 2 years ago.

John MBA :

Hello,

I am John and I will try to help you.

John MBA :

  1. On the desktop, click Go, and then click Home.

  2. Open the Library folder, and then open the Preferences folder.

  3. Open the Microsoft folder.

  4. Locate and then select the Word Settings (10) folder.

  5. Use one of the following methods:

    • Rename the folder

      1. On the File menu, click Get Info.

      2. Under Name & Extension, type a new name for the folder.

      3. Close the Get Info window.


    • Delete the folder

      1. Drag the Word Settings (10) folder to Trash.

      2. On the Finder menu, click Empty Trash.




  6. Try to start Word for Mac again.

John MBA :

Let me know what happens.

Customer:

Hello John,

John MBA :

Hi

Customer:

I got as far as opening the Microsoft folder, but I couldn't find the 'Word Settings' folder.

John MBA :

Did you try the solution I gave ?

Customer:

I cannot find the 'Word Settings' folder.

John MBA :

Hold on.

Customer:

OK

John MBA :

Under Microsoft folder, what are the items listing for you.

John MBA :

?

John MBA :

Under Microsoft folder, what are the items listing for you?

Customer:

Clip Gallery preferences

Customer:

Custom Dictionary

Customer:

ListGal.dat

Customer:

Microsoft Excel Toolbars

John MBA :

Nothing related with word ?

Customer:

Microsoft Office ACL (Dutch, English, French, German, Math 7 Norwegian)

Customer:

Office Font Cache

Customer:

Office Registration Cache

Customer:

OfficeSync Prefs

Customer:

OLE Registration Database

Customer:

Word Font Substitutes

Customer:

and that is all.

John MBA :

ok.

Customer:

Nothing

John MBA :

Let me check whether there is any option to get an update for MS Word.

John MBA :

  1. Open any Office application and select “Check for Updates” under Help in the Menu bar. Once MAU is launched, select “Keep in Dock”

  2. Log out/in as described above.

  3. Select the MAU in the Dock and download the updater.

  4. After it downloads, quit the MAU then install.

  5. RESTART

Customer:

OK. I'll give that a try.

John MBA :

ok

Customer:

Do you mean restart Word, or restart the computer?

John MBA :

Computer.

John MBA :

Bookmark this page so you contact me again.

Customer:

The problem still exists

John MBA :

I will opt out and assign another expert.

Expert:  Steve Herrod replied 2 years ago.
Hi Clive,

I'll be happy to help with this issue. Can you move the Word preferences file to the Desktop?

If you open up your Home/Library folder and then navigate to the Preferences folder.

Look for this file

com.microsoft.Word.plist

And once you have located it move it to the Desktop.

Once the file has been moved out of the Home/Library/Preferences folder restart Word and see whether you have the same issue or not.

Let me know how that goes.

Cheers

Steve

Expert:  Steve Herrod replied 2 years ago.
Hi Clive,

Just wanted to check you got my last message about the Word Preferences file

Can you move the Word preferences file to the Desktop?

If you open up your Home/Library folder and then navigate to the Preferences folder.

Look for this file

com.microsoft.Word.plist

And once you have located it move it to the Desktop.

Once the file has been moved out of the Home/Library/Preferences folder restart Word and see whether you have the same issue or not.

Let me know how that goes.

Cheers

Steve
Customer: replied 2 years ago.
Hello Steve,

My apologies for the delay in getting back to you.

I have moved the com.microsoft.Word.plist file to the Desktop, and tried to modify another document, but it still crashes.
See below, details of the Microsoft Word Error Report.

Microsoft Error Reporting log version: 2.0
Error Signature:Exception: EXC_BAD_ACCESSDate/Time: 2012-04-03 16:12:11
+0100Application Name: Microsoft WordApplication Bundle ID:
com.microsoft.WordApplication Signature: MSWDApplication Version:
14.1.0.110310Crashed Module Name: Microsoft WordCrashed Module Version:
14.1.0.110310Crashed Module Offset: 0x0006436cBlame Module Name: Microsoft
WordBlame Module Version: 14.1.0.110310Blame Module Offset:
0x0006436cApplication LCID: 1033Extra app info: Reg=en Loc=0x0409Crashed
thread: 0


Best regards,

Clive
Expert:  Steve Herrod replied 2 years ago.
Hi Clive,

Not a problem - ok if it is still crashing can we try the same procedure of moving this file to the Desktop?

com.microsoft.Word.prefs.plist

This would also be located in the Home/Library/Preferences/Microsoft folder

Once this file has been moved, start Word and see if the error occurs. If it does try the below steps.

On the Go menu, click Home.
Open Library.
Open the Application Support folder.
Open the Microsoft folder.
Open the Office folder.
Open the User Templates folder.
Locate the file that is named Normal, and move the file to the desktop.

Then start Word again and see if the issue persists.

Let me know how that goes.

Cheers

Steve
Customer: replied 2 years ago.
OK, I'm on it now.
Expert:  Steve Herrod replied 2 years ago.
Thanks Clive - let me know.

Cheers

Steve
Customer: replied 2 years ago.
Hello Steve, The com.microsoft.Word.prefs.plist file does not exist in my Home/Library/Preferences/Microsoft folder, but I did move the Normal.dotm file to the Desktop, and that seems to have cured the problem. Unlike the com.microsoft.Word.plist file, which rewrites itself on ‘Open/Close’ and the com.microsoft.office.plist file, which rewrites itself on ‘Save’, both in the Library/Preferences folder, the Normal.dotm file has not returned in the Go/Home/Application Support/Office/User Templates folder. There is another file, MicrosoftRegistrationDB.9BAA2429-8419-5BB3-8066-A04918B0A467.plist, which has rewritten itself in the Library/Preferences/By Host folder, but I'm not sure why that happened. Hopefully, my problem has been permanently resolved, and at least I know what to look for, now. Thank you very much for your assistance with this problem, which has been driving me crazy, for some time. Best regards, Clive.

 

Expert:  Steve Herrod replied 2 years ago.
Thanks Clive - sounds like the template file was corrupted in some way.

Glad it is working, if you are happy with the service please Accept the answer.

On the Go menu, click Home.
Open Library.
Open the Application Support folder.
Open the Microsoft folder.
Open the Office folder.
Open the User Templates folder.
Locate the file that is named Normal, and move the file to the desktop.

Please let me know if you need anything else.

Cheers

Steve
Steve Herrod, Mac Support Specialist
Category: Mac
Satisfied Customers: 2421
Experience: OSX certified, many years experience supporting Apple Hardware & Software
Steve Herrod and 3 other Mac Specialists are ready to help you

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