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I am unable to open Word and Excell to make new documents.

Customer Question

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Computer OS: Windows 7
Browser: Other

Already Tried:
Initial Question only.

Submitted: 360 days and 21 hours ago.

Category: Microsoft Office

Value: £13

Status: CLOSED

Expert: jhannell replied360 days and 21 hours ago.

XXXXX XXXnell :

hello sir/madam, i would like to help you, please let me know when you are ready.

Customer :

Hi my name is XXXX. X'X having a problem with trying to open Word and Excell,getting a message which as a beginner i'm unsure of how to do the job.

XXXXX XXXnell :

hi, when you try to open word or excel, are you getting an error message? if yes, what is it?

Customer :

Yes. It states Retry or try to repair in Control Panel .

XXXXX XXXnell :

can you go to control panel > programs, and then find your office program

Customer :

This is where my lack of knowledge becomes aparent

XXXXX XXXnell :

let's go step by step. can you go to control panel. when you are there, please let me know.

Customer :

OK thats done and also in to programmes

XXXXX XXXnell :

can you go to : XXXXXXXXX XXXXXX.................................

XXXXX XXXnell :

which version do you have? microsoft office 2007 or 2010 etc

Customer :

I don't see anything with that title

XXXXX XXXnell :

normally do you have office 2003 or 2007 ? or 2010?

Customer :

I have Word Starter 2010 and Excel Starter 2010 installed.

XXXXX XXXnell :

can you select word starter, do you see the repair button?

XXXXX XXXnell :

(or change button)

Customer :

When i try to open it the message reads Microsoft WordStarter cannot be opened. Try again or repair the product in Control Panel, this happens at that point every time.

XXXXX XXXnell :

were you able to see the CHANGE button in control panel > programs?

XXXXX XXXnell :

Customer :

There is a button which says change default settings for media or devices

XXXXX XXXnell :

can you press it, what do you see now?

Customer :

It appears to be something to do with CD's DVD's etc

Customer :

XXXXX XXXnell :

It seems it is trying to reinstall from the cd.

XXXXX XXXnell :

let's wait

Customer :

There is a click to run application Manager which has Microsoft Office Starter 2010-English Done, which also has a green tick beside it. Is this maybe what we are looking for?

XXXXX XXXnell :

correct, do you have a reinstall or repair or change option? (what options do you have?)

XXXXX XXXnell :

Customer :

It has a title of Active Downloads which states that it is running in the background but don't see anything to activate a change.Is a remote connection possible from you.

XXXXX XXXnell :

Let's try this: (if that does not work I can opt out and open this question to other experts who can offer remote assistance)
can you uninstall your word and excel from the control panel > programs. after uninstallation you will not see a green tick in click to run application manager.probably there will be an INSTALL option

Customer :

As the two programmes were installed at a computor shop i don't know if the disc i have is the one required. I do have the Windows 7 disc however,should i go ahead and uninstall the two programmes.

XXXXX XXXnell :

by the way,

XXXXX XXXnell :

let's try this:

can you click your start button. go to COMPUTER. and go to c:\ drive. when you are there, please let me knwo.

XXXXX XXXnell :

know.

Customer :

ok thats done

XXXXX XXXnell :

can you go to program files (do you also see program files x86?)

Customer :

Now in program files,and there is program files x86

XXXXX XXXnell :

can you go to program files x86

do you see a folder called MICROSOFT OFFICE. ?

XXXXX XXXnell :

Customer :

Yes i can see it

XXXXX XXXnell :

can you open it. now what do you see? (folder9

XXXXX XXXnell :

folder

Customer :

Yes it is called Office14

XXXXX XXXnell :

can you open it. now, do you see WINWORD exe? (or only winword)

Customer :

I see a folder called OneNote

XXXXX XXXnell :

let me opt-out and redirect this question to other experts who can offer remote assistance

. if no expert opts-in, we can continue

Expert: Lindie-mod replied360 days and 12 hours ago.

Hi, I’m a moderator for this topic. Your Professional has opted out and I wonder whether you’re still waiting for an answer. If you are, please let me know and I will do my best to find another Professional to assist you right away. If not, feel free to let me know and I will cancel this question for you. Thank you!