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jstinehelfer
jstinehelfer, Information Systems Manager
Category: Microsoft Office
Satisfied Customers: 647
Experience:  A+ Comptia Certified computer repair
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When I try to open Microsoft Word from MS Office 2003, it starts

Resolved Question:

When I try to open Microsoft Word from MS Office 2003, it starts and a dialog box pops up with windows installer and then it closes. I cannot open the program by itself or with a document.
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  jstinehelfer replied 2 years ago.

jstinehelfer :

Hello, My name is XXXXX XXXXX I am an expert with JustAnswer.com. Thank you so much for using our services. I do believe I can help you with your problem today.

Customer:

Thank you!

jstinehelfer :

Good Evening

jstinehelfer :

I see your having problems with your Office 2003

Customer:

Good evening, John. Help! I've searched all over for an answer to this problem.

jstinehelfer :

What Operating System are you using?

Customer:

Windows XP version 2002 service pack 3

jstinehelfer :

Ok this way I give you the correct instructions

Customer:

Great.

jstinehelfer :

  1. Click Start, and then click Control Panel.

  2. Double-click Add or Remove Programs, click Microsoft Office 2003, and then click Change.

  3. In the Microsoft Office 2003 Setup dialog box, click Reinstall or Repair, and then click Next.

  4. Click either Reinstall Office or Detect and Repair errors in my Office installation, and then click Install.

jstinehelfer :

Perform the Detect and Repair option

Customer:

Working. Will it let me stay in contact with you?

jstinehelfer :

Yes should not bother us on this page

Customer:

Do I need to have the disk in?

jstinehelfer :

I dont believe so

jstinehelfer :

normally you dont need it

Customer:

Okay. Says its repairing office. it looks like it could take a moment.

jstinehelfer :

Thats fine let it run and hopefully when it is done you will be back in business

Customer:

Sorry, John. Same problem. It opens for one second, the dialog box with "preparing to install" comes up and it closes.

jstinehelfer :

So our Detect and Repair did not work

jstinehelfer :

I guess we need to do the Reinstall Office option with the same steps as above

jstinehelfer :

This one may ask for the disk

Customer:

Okay. Getting started.

jstinehelfer :

crossing my fingers for you this time

Customer:

So, it's done but says I have to restart my computer. What do I do if I click "accept" and it doesn't work?

jstinehelfer :

you can save this page in your favorites and come back here after you reboot

jstinehelfer :

then after it is fixed click accept

Customer:

Oh, I can wait to click accept until I come back?

jstinehelfer :

Yes

jstinehelfer :

I will stand by here till you get back

Customer:

OK, here goes...

jstinehelfer :

see ya when you get back

Customer:

Ugh. No. It didn't work.

jstinehelfer :

Really hmm that is very unusualy

jstinehelfer :

unusual

Customer:

When I searched the web, I saw many questions just like mine. Things stating that Word 2003 closed immediately after opening. There were other issues with it opening and closing, too.

jstinehelfer :

when the installer comes up is it asking for a disk?

Customer:

No. It just says Preparing to install... I can barely read it because it then closes so quickly.

jstinehelfer :

Lets try something here

jstinehelfer :

click start

jstinehelfer :

then run

Customer:

K

jstinehelfer :

winword.exe /a

jstinehelfer :

there is a space after winword.exe and /

Customer:

So, it started to open but an error box came up.

jstinehelfer :

what was the error?

Customer:

It says "word experienced an error trying to open the file. try these suggestions: *check the file permissions for the document or drive *make sure there is sufficient free memory and disk space * open the file with the text recovery converter.

Customer:

a box comes up saying there is an error.

Customer:

Word experienced an error trying to open the file

Customer:

sorry, I didn't see that my text was sending!

jstinehelfer :

Ok I am reading up on this one. Give me a few

Customer:

Thank you.

jstinehelfer :

http://support.microsoft.com/kb/828041 I want you to look at this so you can see what I am reading

jstinehelfer :

skip the section with powerpoint and go down to the word 2003 section

Customer:

K

jstinehelfer :

Office Product Updates Web site


To have the Office Product Updates Web site detect the required updates that you must install on your computer, visit the following Microsoft Web site:


Customer:

Working...

jstinehelfer :

I have many users with 2003 and never ran in to this one before

jstinehelfer :

i also have a plan B

Customer:

Okay. Ugh. Still working...

jstinehelfer :

no problem I am still researching for a plan C

Customer:

Should I do express or custom updating?

Customer:

Lol

jstinehelfer :

express should be good

Customer:

Hmm. I'm clicking but the button is not responding.

jstinehelfer :

hmm how about the custom lol

Customer:

Now it's working. Just opened the page again.

jstinehelfer :

ok

Customer:

Taking a bit...

jstinehelfer :

as long as it fixes the issue

Customer:

Yeah, but it seems more like it's stuck in a loop.

jstinehelfer :

give it a little bit and see if it pulls out

Customer:

Okay. I did notice on the page you had me read that it has a direct download for a "critical update package" that seems to be for this particular issue. I'll wait, I just wanted to mention it.

jstinehelfer :

I was thinking about that to

jstinehelfer :

if you think this is not going any where then cancel out and go for the direct download

Customer:

Wow, something finally came up but then it "failed to install." Going for the direct download...

jstinehelfer :

ok

Customer:

do I save or run?

jstinehelfer :

run

jstinehelfer :

I will be right back

Customer:

When you get back, I got an dialog box saying "this update cannot be applied."

jstinehelfer :

hmmm

jstinehelfer :

ok plan B

Customer:

Okay.

jstinehelfer :

click on the fix it guy in the middle of the page

Customer:

fix it guy? don't see him.

jstinehelfer :

click the link then choose run

Customer:

Okay, it says its been processed.

jstinehelfer :

give it a try normally and open word

Customer:

i tried to open both normally and with the run command. no luck.

jstinehelfer :

ok one more try before we go and uninstall word and re install word

jstinehelfer :

click start then My Computer

jstinehelfer :

Under the View menu click on Folder Options

jstinehelfer :

Then click View tab

jstinehelfer :

you should see a section that says show hidden system files and folders

jstinehelfer :

make sure you have that set so you can see system files and folders and click ok

jstinehelfer :

let me know when that is done

Customer:

I don't see folder options under the view menu

jstinehelfer :

I am sorry it is under the Tools options

jstinehelfer :

Tools menu

Customer:

done

jstinehelfer :

Ok in My Computer click on the C drive

jstinehelfer :

then click on Documents And Settings

jstinehelfer :

double click I mean

jstinehelfer :

then you should see your login name double click on that

jstinehelfer :

then double click on Application Data

jstinehelfer :

double click on Microsoft

jstinehelfer :

double click on Templates

Customer:

I don't know which one is "me." there are a couple owner files and an admin file.

Customer:

default and all user files

Customer:

got it

jstinehelfer :

click on the start button and your login name should be at the top of the little window after clicking the start button one time

jstinehelfer :

When you get to the Template folder let me know

Customer:

Okay, that stuff was under the admin file, not the owner file. when i click on the ms file, I get a bunch of stuff but no template.

jstinehelfer :

are you logged in as admin?

jstinehelfer :

click the start button what does it say at the top

Customer:

I'm logged in as owner.

jstinehelfer :

Ok then go back to the owner folder in documents and settings

jstinehelfer :

then double click on Application Data





9:56 PM



double click on Microsoft






9:56 PM



double click on Templates



Customer:

just get a favorites folder and ntuser and ntuser.dat

jstinehelfer :

inside owner and application data and microsoft folder?

Customer:

no, just inside owner. there's another "owner" file that says owner.your(then some numbers). there's a lot of stuff in there including microsoft and templates.

jstinehelfer :

I would say this profile has been corrupted

jstinehelfer :

Probably why we are having so much trouble with it

jstinehelfer :

this is why Word is getting confused as well

Customer:

hmmm. can we do anything about it?

jstinehelfer :

all that stuff you see in the Owner/owner.yourandomnumbers should only be under the Owner folder by itself

jstinehelfer :

I think we need to make another user profile for you to log in to

jstinehelfer :

do you use outlook also?

Customer:

The whole name on the folder is "owner.YOUR-669C5FCE44"

Customer:

I don't use outlook.

Customer:

I looked to make sure and it appears in "user accounts" that owner is the only account (guest is off).

jstinehelfer :

Lets create a new user

jstinehelfer :

give it a name you like that is up to you

jstinehelfer :

Give this user administrative rights

Customer:

working...

jstinehelfer :

now what your going to have to do is close out of everything including this window.

jstinehelfer :

click start then log out

Customer:

done

jstinehelfer :

log in the new user

jstinehelfer :

it will take a moment to build the new profile

jstinehelfer :

then open your internet explorer come to Justanswer.com

jstinehelfer :

log in

Customer:

K. be right back.

jstinehelfer :

come back to this question

jstinehelfer :

see you in a few in the new user

Customer:

i'm sorry, I didn't create an account that I know of. I'm working on getting to your through the new user.

Customer:

Okay. I'm back. Are you still available?

jstinehelfer :

Yes still here

jstinehelfer :

are you in the new user?

jstinehelfer :

Did you log in under the new user?

Customer:

yes

jstinehelfer :

your in that user now?

jstinehelfer :

If so try opening word

Customer:

yes

Customer:

tried

jstinehelfer :

still wont open

Customer:

no. I went into my folder and got to templates the way you told me before though. templates is an empty folder.

jstinehelfer :

in which user this one or the other one

Customer:

in the new one I created

jstinehelfer :

there should be a file that is called normal.dot

jstinehelfer :

this is the file that word uses to start

jstinehelfer :

lets try something

jstinehelfer :

go to C drive then program files

Customer:

K

jstinehelfer :

then microsoft office

jstinehelfer :

is there a 1033 folder in there if so click in there

jstinehelfer :

see if you can see a normal.dot file

Customer:

opened office then 1033, no normal. dot file

jstinehelfer :

let me look in mine hold on

jstinehelfer :

Well my friend I think its time to stop messing with this and just uninstall office and reinstall it

jstinehelfer :

did you give this user admin rights?

Customer:

Wait, would it make a difference in this user if we tried to download that update again?

jstinehelfer :

I have never seen office give this much problem

Customer:

yes, admin rights

jstinehelfer :

You can try and see if it flies

Customer:

working...

Customer:

so, i did everything like before with no success. I did look into the update history though and saw that the updates MS has been trying to do to this computer has been failing 99.9% for over a month (I didn't look any further). Preparing to uninstall.

jstinehelfer :

I am beggining to think your having more problems then meets the eye here. But I will hope that the uninstall and reinstall will do the trick

jstinehelfer :

Going for a quick smoke

Customer:

okay. there are three listing with MS Office: MS Office 2003 Web Components, MS Office Professional Edition 2003, Standard Edition 2003 and XP Web Components. Which should I uninstall?

jstinehelfer :

how many versions do you have?

jstinehelfer :

what disk do you have?

jstinehelfer :

Usually people only have one version either pro or standard but not both

Customer:

I just have the pro disk. I don't know why standard is listed. This is my friend's computer I am trying to figure this issue out for him.

jstinehelfer :

I wonder if this has anything to do with our problem and the updates that was trying to be applied

Customer:

there's a second disk in the package called "one note." it seems to just be an add on that isn't necessary.

jstinehelfer :

one note is a program by itself

jstinehelfer :

If you have the pro version with key numbers I would get rid of the standard and pro then reinstall the pro

jstinehelfer :

there is no need to have both versions on there

Customer:

okay

Customer:

and the "web components?"

jstinehelfer :

it wont hurt to get rid of those as well

Customer:

for standard, it's asking for a source.

jstinehelfer :

that would be the standard office disk

jstinehelfer :

do you have that also

Customer:

I understand but I don't have it.

jstinehelfer :

hmmm

jstinehelfer :

another road block

jstinehelfer :

I wonder why it needs the disk to uninstall

jstinehelfer :

Well I guess leave it and go for the pro removal

jstinehelfer :

and reinstall the pro

Customer:

go figure. ugh. okay.

Customer:

'typical" install?

jstinehelfer :

yes

Customer:

could space be an issue?

jstinehelfer :

I dont think so it should still start up

Customer:

should I select to check the web for updates after setup? and, should I keep or delete installation files?

jstinehelfer :

keep install files and no for updates

jstinehelfer :

we seem to be having issues with the updates anyways

Customer:

So, restart?

jstinehelfer :

if that is what it wants to do yes

Customer:

The dialog box just disappeared but I see it's in the program list now. I tried MS Word but no luck. What was it you had me type in run before?

jstinehelfer :

winword.exe /a

Customer:

I did it. Still nothing. I'm going to click accept. You've done a ton of work. Would you keep me in mind if you come across something like this again?

jstinehelfer :

In My opinion

jstinehelfer :

you are having so many issues with this

jstinehelfer :

it has to be the operating system

jstinehelfer :

If you have the XP install disk for this I would perform a repair on this computer

jstinehelfer :

It may just straighten out a lot of your problems

Customer:

I will check with him tomorrow to see if he has it somewhere. does it erase the data?

jstinehelfer :

follow those instructions to a T and it will get you repaired

jstinehelfer :

Not if you do a repair only

Customer:

oh, the link has what I need, I don't need a disk?

jstinehelfer :

Follow those instructions on that link I just gave you

jstinehelfer :

no the link is the Instructions on how to repair

jstinehelfer :

You dont want to do a fresh install or format the drive that will loose data

Customer:

Okay. That you so much for all of your help, John. I appreciate your time and would say great things about you and the justanswer site.

jstinehelfer :

follow those instructions to the letter and it will repair the OS but keep all the data in tact

jstinehelfer :

Thank you and have a wonderful New Year

Customer:

Happy New Year to you, too!

Customer:

Jamie

jstinehelfer, Information Systems Manager
Category: Microsoft Office
Satisfied Customers: 647
Experience: A+ Comptia Certified computer repair
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    Information Systems Manager

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    36
    A+ Comptia Certified computer repair
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