How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Mike Your Own Question

Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 6558
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
25267123
Type Your Mac Question Here...
Mike is online now
A new question is answered every 9 seconds

After a few years of working, Microsoft "Word" will not open or let me

Customer Question

After a few years of working, Microsoft "Word" will not open or let me access a Word file. The following appears: Application Launch Failure. The application "Word" could not be launched because of a shared library error. ""

The computer is a MacMini 3.1. Word is part of Office 2004 for Mac.

How do I get it working again?
Submitted: 1 year ago.
Category: Mac
Expert:  Kamil Anwar replied 1 year ago.

Kamil Anwar :

Hello & Welcome to JustAnswer – My name isXXXXX and I will be assisting you with your question today

Customer :

OK, let's go.

Kamil Anwar :

What version is this Mac OS X?

Customer :

10.6.8

Kamil Anwar :

Please download this Combo Update


After downloading, reboot into "safe mode" to do the installation. Don't run any applications whilst the update is proceeding. Issue is with Apple not Microsoft.

Customer :

The software was installed with the computer. I have no discs.

Kamil Anwar :

Combo Update ? Was it installed already??

Customer :

I don't know. How can I tell?

Kamil Anwar :

Please reinstall it.

Kamil Anwar :

Do you know how to boot into safe mode?

Customer :

I need instructions.

Kamil Anwar :

To start up into Safe Mode (to Safe Boot), do this:



  1. Be sure your Mac is shut down.

  2. Press the power button.

  3. Immediately after you hear the startup tone, hold the Shift key. The Shift key should be held as soon as possible after the startup tone, but not before the tone.

  4. Release the Shift key when you see the gray Apple icon and the progress indicator (looks like a spinning gear).


During startup in Mac OS X v10.4 through Mac OS X v10.6.8, you will see "Safe Boot" on the login window, which appears even if you normally log in automatically. During startup in Mac OS X v10.2 through v10.3.9, you will see "Safe Boot" on the Mac OS X startup screen.



To leave Safe Mode, restart the computer normally, without holding any keys during startup.

Kamil Anwar :

First download the combo update, http://support.apple.com/kb/dl1399 then reboot into safe mode and install it

Kamil Anwar :

 


Download Here


 

Customer :

How do I get back to you after that?

Customer :

How do I get back to you?

Kamil Anwar :

You can open Safari again, type in http://www.justanswer.com and log in to your account, once there, click on My Questions and you will be able to see this question

Kamil Anwar :

Click on the question, then you can reply me.

Kamil Anwar :

If for some reason, you are unable to come online through safe boot, then just restart the mac as normal and you will be able to come online.

Kamil Anwar :

Did this work?

Customer :

I don't know. I couldn't find the download when I rebooted in "safe mode". I looked for system upgrades and was told there were none to get.

Kamil Anwar :

can you see the download now?

Customer :

Where?

Kamil Anwar :

Downloads Folder for Safari

Kamil Anwar :

Should be in Safari Menu

Customer :

I use Firefox. Does it matter?

Kamil Anwar :

Windows/Downloads

Kamil Anwar :

Can you go to tools -> options -> main

Kamil Anwar :

it will show where the downloads folder is

Customer :

OK

Kamil Anwar :

Once you find the file, drag it to your desktop so that you can easily find it (when in safe boot)

Customer :

Found it. It says 6 min remaining. Do I go back into safe mode to install?

Kamil Anwar :

does it say 6 mins remaining when you dragged it to desktop?

Kamil Anwar :

or is it showing as 6 mins remaining for the download to be completed?

Customer :

I'm not sure. Probably download. It has its icon in desktop now. How do I install or tell if it is?

Kamil Anwar :

It seems to have been downloaded, can you reboot into safe mode, then try again and locate the file on your desktop, then run it.

Customer :

OK

Kamil Anwar :

I will wait for you to come back.

Customer :

I'm back. Installation was

Customer :

OK

Kamil Anwar :

Please try reopening the word now

Customer :

All right.

Kamil Anwar :

Is it working ?

Customer :

Same error message

Kamil Anwar :

Let me look for another solution

Kamil Anwar :

Did you recently update MAC ?

Customer :

several months ago. I needed to upgrade 1 level. It's one short of the top. I forgot what they're called. Has to do with lions and leopards.


 

Kamil Anwar :

Hmm, that may have caused the issue.

Kamil Anwar :

Let me have a look.

Kamil Anwar :

Go to http://www.apple.com/quicktime/download/


Click to download Quicktime 7 for Tiger or Leopard.


Install / Reboot

Kamil Anwar :

Are you there?

Customer :

Do I have to go through "safe boot" again?

Kamil Anwar :

no

Customer :

OK

Kamil Anwar :

Please do respond after restart if its fixed.

Kamil Anwar :

Are you there?

Customer :

Yes. Same error message.

Kamil Anwar :

Unfortunately, the CarbonLib files have been corrupted during an update. You will need to reinstall the Mac OS.

Kamil Anwar :

If you don't then you will start noticing the same problem with other programmes too.

Kamil Anwar :

Did you restart after installing QuickTime?

Customer :

I think so but am not sure. I'll do it now.

Kamil Anwar :

Please do it

Customer :

Same answer

Kamil Anwar :

The carbonlib files have been corrupted, Mac needs to be reinstalled OR restored, which should take you back to the original version in the CD.

Kamil Anwar :

Reinstallation is a better option, because then you will reinstall fresh copies of softwares.

Customer :

Which I never got

Kamil Anwar :

Is there any important data on this system ?

Customer :

Yes. I'll have to back it up.

Kamil Anwar :

Please take a back-up then.

Kamil Anwar :

Please see Full Instructions here.

Kamil Anwar :

Once it has been re-installed, then upgrade it and then install any applications

Customer :

Kamil, I want to thank you. You were pleasant to work with. However, the problem wasn't solved, so I think I am entitled to a refund. Is there any way of doing that without giving you a low rating?

Kamil Anwar :

No problem, i will send a request to customer service to issue refund.

Kamil Anwar :

Thank you for your comments, i take that as a rating.

Kamil Anwar :

Shall i do that now? The chat will then be closed OR do you have any questions?

Kamil Anwar :

You do not need to rate this, the refund can be processed without the rating.

Customer :

Please make the request. I do thank you for the 3 hours we spent. For both of us, I wish it could have worked.

Kamil Anwar :

It was my pleasure to work with you on this, unfortunately we were unable to resolve the problem but you know which direction to take. Thank you for visiting JustAnswer. Take Care.

Kamil Anwar :

Refund request has been sent.

Customer :

Thanks

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
< Last | Next >
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

Meet The Experts:

 
 
 
  • Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

    Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Mac Helper

    Satisfied Customers:

    5282
    7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
  • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

    Daniel

    Mac Genius

    Satisfied Customers:

    4670
    Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Support Specialist

    Satisfied Customers:

    2068
    worked as a Tech support Associate for Apple products
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Mac Support Specialist

    Satisfied Customers:

    1501
    10+ Years Mac Support as contractor and currently an IT Manager for law firm
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    1408
    20+ years in the computer/Mac industry
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Support Specialist

    Satisfied Customers:

    1236
    BSc, H.Dip, Apple Certified